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Vente-Privee USA Brands, Inc.

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Vente-Privee USA Brands, Inc. Reviews (11)

Hi ***,
I am reaching out to gain more information regarding the customer who filed this complaint.
In order to
resolve the issue of the fraudulent charge, we would need the following information:
Date of the charge
Last digits of CC
Type of CC
Exact charge amount
& if they have an email address different from ***
Please let me know if you can provide this, so we are able to resolve this case.
Thank you,
***

Dear *** ***,
We've recently received a letter from you from one of our members
who had expressed dis-satisfaction with how we were trying to help with his inquiry.
Please see the summary attached of how we tried to help him, and how we value his relationship with us.
If you have any further questions, please let me know
Sincerely,
***
--
-11/**/2013: The member, *** ***, purchased shirts priced at $each, and a sweater priced at $from the Elie Tahari event, for a total of $
-11/**/2013: The items that *** *** ordered were shipped via FedEx SmartPost
-11/**/2013: The items that *** *** ordered were delivered to him
-1/**/2014: months later, *** *** called in because his deodorant caused a stain on the sweater that he ordered back in November. He said that he had taken the sweater to a dry cleaner, and was able to remove the stain. However, in the process of removing the stain, another portion of the sweater had become faded. *** *** requested a new sweater to replace the one that was faded by the dry cleaning. Normally, when a member has owned an item past the return window of days, and has warn the item or dry cleaned it at their own choice, there is nothing more we can do for them, since they’ve had the item for quite some timeHowever, to try and help ***, one of our ambassadors asked to see a picture of the stain in order to help him furtherHe became upset and did not want to provide a picture of the stain, which we like to provide the brand for future partnership with them, however, to help, we reached out to our warehouse team and our brand partners to see if a replacement unit was availableWe promised to contact the member by 1/**with an update on this case.
We are usually not able to provide a replacement or exchange in a case like *** ***’s, but our ambassador attempted to provide the best solution by reaching out to both our warehouse, and our brand partners to find a replacement. He also allowed *** *** to keep the faded sweater for the inconvenience
-1/**/2014: Our warehouse was able to find a replacement unit for *** *** which is usually rare and we usually would not offer to do this for a worn or owned item for more than days One of our ambassadors reached out to *** *** confirming that we would be shipping the replacement unit to him, and that tracking information would be sent to him as soon as it became available
-2/**/2014: *** *** called in to inquire about the tracking information for his replacement sweater. He expressed that he was displeased about the amount of time that had passed since we had last contacted him. The item had not shipped yet, and the tracking information was not yet available. He called multiple times that day, and we assured him that once we received the tracking information that we would share that information with him. He asked us to confirm that he would not have to call in again to resolve this matter
After one ambassador sent him a confirmation email, he called in again to express his dissatisfaction with the detail included in the confirmation email. We tried to reassure him that as soon as his package shipped from our warehouse that we would share the tracking information with him and that we were working with our warehouse to provide him a replacement at no additional cost to him
*** *** used profane language on the phone to several AmbassadorsWe explained to *** that if he was to continue cursing on the phone, that we would need to ask him to call us back once he calms down so that we can help himSince he continued to use this language, we told him politely that we would need to hang up the phone
*** *** continued to call in, and spoke to other ambassadors. He continued to use profane language, and hung up on multiple ambassadors when they were not able to provide new information on his case or tracking informationHe also expressed that he desired compensation for the time that had passed, and the inconvenience that this had caused him
However, again, please note that we normally do not provide replacements for items that have been worn or dry cleanedBut with this case, we were trying to do a best in class service by providing a replacement item at no cost, and not asking for the other sweater back
He also stated that at this point, he would rather cancel or return the replacement unit if we could give him the optionIf an item is being prepared for shipment, we are not able to cancel that order. We are also not able to create a return label for an item that has not been shipped yet. We communicated this to *** ***, and let him know that once the replacement item shipped, that he would have the option to return it if he chose.
Later that day, we received the tracking information for *** ***’s replacement sweater, and shared it with him immediately. *** ***’s package shipped that same day
-2/**/2014: One of our ambassadors reached out to *** *** via email and apologized again for any frustration that he may have experienced while waiting for his replacement unit to ship. He also reiterated that if *** *** wished to return the replacement, we would refund him for the full price of the item and the original shipping cost as well. He addressed *** ***’s desire for additional compensation stating that according to our Site User Agreement, such claims are limited to the amount paid. We had no further contact with *** *** after that point
-Site User Agreement: ***
Disclaimer of Warranties and Limitation of Liability: “…VENTE-PRIVEE’S AND ITS SERVICE PROVIDERS’ TOTAL LIABILITY FOR ANY PARTICULAR CLAIM ARISING FROM OR RELATED TO THE SITE IS LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU WITH RESPECT TO SUCH CLAIM.”
-2/**/2014: *** ***’s replacement sweater was delivered on this date
Become member of vente-privee with ***

Unicode', sans-serif">7/**/2013?
- ???*** *** reached out to us, stating that the Bulgari watch that she purchased from vente-privee on 5/**/was not keeping time and asked for optionsA vente-privee Customer Experience Ambassador apologized, explained that we cannot provide a replacement, and provided instructions for a return
7/**/
- ??*** *** reached out again on 7/**/We filed a complaint on her behalf, where we summarized that she wished we could do more since the watch is not under warranty
- Warranty Information: If an item has a warranty, we would state that information on the product pageIf there is no warranty, we do not put any information at allYou can see this by looking at the attachment of the product page attached here, this particular watch did not have a warranty, which the member knew at the point of reviewing the product page and at the point of purchase
- Customer Service Options Offered: The Ambassador also apologized that we could not help her further, but did offer ??*** *** with the following options;
- we offered to give her $of vp credits towards a repair of her watch that she could bring to any local watch repair shop if she would like to, and provide us with a receipt, and we would then apply the $vp credit into her vp account
- OR - we would wave the return shipping fee for her, and we would provide her with a return label, to have UPS pick up the item for her from her house at her convenience - the return was still within our return window policy at that timeThe last time she could have requested to return her item would have been on 7/**/
Resolution - we unfortunately never heard back from ??*** *** on which option she would like to proceed withWe would have been more than happy to help her at that time

Member, [redacted], ordered Expeditor Leather Coat In Black - L -, and states that he was sent a jacket that he did not order. 
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7/*/2014
- [redacted] reached out to return the jacket he ordered; the last date to return for his order, was 6/**/2014. Because he had called after the return window, we were unable to accept the return. He requested to speak with a [redacted]; transferred [redacted] to a [redacted] as requested ?
 
- [redacted] then spoke with the [redacted] who also explained that we were unable to accept the return for two reasons; [redacted] received the item he ordered, a size Large is the size he ordered, although he thinks he ordered the Medium, everything in our system for his order shows that he requested and ordered a size Large. In addition, [redacted] was requesting a return outside of the return window, almost 2wks past our deadline to request a return for this brand, and we had to explain that to him as well. 
 
- [redacted] than asked for both his and his wife's accounts to be cancelled- [redacted] cancelled his, and explained that we could not cancel his wife's without her direct consent for security purposes. 
 
- [redacted] was very upset with this as well, and said that he would blog about vente-privee and single out the Customer Experience [redacted]  who was trying to help him. 
 
I have attached the notes and correspondence with [redacted],  from our system so that you can see the help we were trying to provide him, as well as his order summary for your review. 
In addition, I have attached our return policy which explains that returns need to be requested within 14 days from the time the order ships, and received back at our warehouse on the [redacted] day from the time the item ships. [redacted] was unfortunately outside of both of these windows when he was requesting his return. 
 
Thank you,
 
[redacted]

Revdex.com:
At this time, I have not been contacted by Vente-Privee USA Brands, Inc. regarding complaint ID [redacted].
Sincerely,
[redacted]

Review: Thy sold a Bulgari watch as new but did not advertise it as without warranty. Bulgari always sells with warranty so this was a big oversight. They acknowledged the error but decline to pay for the repair of the watch as it arrived broken.Desired Settlement: $450 refund for the cost to make the watch operational.

Consumer

Response:

At this time, I have not been contacted by Vente-Privee USA Brands, Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

7/**/2013?

- ???[redacted] reached out to us, stating that the Bulgari watch that she purchased from vente-privee on 5/**/13 was not keeping time and asked for options. A vente-privee Customer Experience Ambassador apologized, explained that we cannot provide a replacement, and provided instructions for a return.

7/**/2013

- ??[redacted] reached out again on 7/**/2013. We filed a complaint on her behalf, where we summarized that she wished we could do more since the watch is not under warranty.

- Warranty Information: If an item has a warranty, we would state that information on the product page. If there is no warranty, we do not put any information at all. You can see this by looking at the attachment of the product page attached here, this particular watch did not have a warranty, which the member knew at the point of reviewing the product page and at the point of purchase.

- Customer Service Options Offered: The Ambassador also apologized that we could not help her further, but did offer ??[redacted] with the following 2 options;

1 - we offered to give her $100 of vp credits towards a repair of her watch that she could bring to any local watch repair shop if she would like to, and provide us with a receipt, and we would then apply the $100 vp credit into her vp account

2 - OR - we would wave the return shipping fee for her, and we would provide her with a return label, to have UPS pick up the item for her from her house at her convenience - the return was still within our return window policy at that time. The last time she could have requested to return her item would have been on 7/**/2013.

Resolution - we unfortunately never heard back from ??[redacted] on which option she would like to proceed with. We would have been more than happy to help her at that time.

Review: I have now had 2 fraudulant charges to my checking account from this company. I have been working with my bank . My bank has reversed the first one after cancelling my bank card and now there is another one today. I have emailed the company at the only contact I have which is [redacted]. I have emailed them 4 times regarding this with no contact back from them. The first charge was for $220.50 and then new one today is for $220.97. I have never heard of this company until now. I want this taken care of because I don't want this messing up my checking account. Now I am going to have to pay a $35 stop payment fee against this company through my bank.Desired Settlement: I want them to stop charging me and refund me any cost I have had to incrue because of this.

Business

Response:

Hi [redacted],

I am reaching out to gain more information regarding the customer who filed this complaint.

In order to resolve the issue of the fraudulent charge, we would need the following information:

Date of the charge

Last 4 digits of CC

Type of CC

Exact charge amount

& if they have an email address different from [redacted]

Please let me know if you can provide this, so we are able to resolve this case.

Thank you,

Review: I purchased according through their website on the [redacted] of December as a gift. A Chaumet watch which was nearly 2000 USD. They mentioned on their website it that delivery would be after Christmas. I have waited such time and no delivery or any other email was received from them. So its been such a long time I made inquiries through their website.

Since receiving their email, I am appalled by their company : so state that they won't be able to supply by order as they haven't received the item. Which is very strange, why advertise a product which isn't in stock and furthermore not notifying the client to what has happened in the first place. They want to now refund me, which isn't fair as they could have emailed me prior waiting over a month now and they had only responded when I emailed them. This was meant to be a gift. I am utterly disappointed in this company and service.Desired Settlement: I just want my order delivered - that is all.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered an item from Vente Privee (VP) on June **, 2013 (order # [redacted]). I received an email from VP this morning stating they were unable to ship my item and as such, I was receiving a refund for the full purchase price and an additional $20 credit. When I called to ask why this item would not be shipped, they stated they had run out of quantity and were unable to obtain more quantity from the manufacturer. I told the representative, [redacted], that I had found the exact same item on a different site, but the same item cost $50 more from the different site. Since VP made an offer for the item, and I accepted their offer for the item and paid value consideration, in addition to abstaining from purchasing the item from other outlets at a similar cost, I asked [redacted] if VP would be willing to honor the $50 difference by crediting another $30 to my VP account. [redacted] spoke with a manager for less than 10 seconds and decided VP would not add any additional store credit. In contractual breach, benefit of the bargain is not too much to ask for when the harmed party will be put back in a similarly situated financial position as they were before the breach occurred. Damages in the amount of $30 are not excessive, and are, in fact, quite reasonable.Desired Settlement: $30 credit to my VP account.

Business

Response:

Good

Afternoon [redacted],

Please note the attached file to this email for a screen shot of our terms and conditions and an explanation of the situation and our response to the request.

This response is to complaint ID # [redacted].

The member is upset that the [redacted] brand was unable to fulfill on their order. They were looking forward to receiving the hobo bag purchased and held off on purchasing the bag elsewhere.

Once a shortage was determined and we were unable to fulfill on the shorted orders, we refunded the members right away and added extra vente-privee credit to their account to compensate.

The member was upset about the shortage and wanted a larger credit placed into her account for the compensation. Unfortunately, we are unable to do that for the member.

Please reach out if there is any other information needed to resolve this case.

--

Customer Experience Ambassador

Review: I received a jacket that I did not order! I am a size M for Medium and they even sent an L for Large. This is ridiculous.Desired Settlement: Refund and a shipping label to return the product.

Business

Response:

Member, [redacted], ordered Expeditor Leather Coat In Black - L -, and states that he was sent a jacket that he did not order.

7/*/2014

- [redacted] reached out to return the jacket he ordered; the last date to return for his order, was 6/**/2014. Because he had called after the return window, we were unable to accept the return. He requested to speak with a [redacted]; transferred [redacted] to a [redacted] as requested ?

- [redacted] then spoke with the [redacted] who also explained that we were unable to accept the return for two reasons; [redacted] received the item he ordered, a size Large is the size he ordered, although he thinks he ordered the Medium, everything in our system for his order shows that he requested and ordered a size Large. In addition, [redacted] was requesting a return outside of the return window, almost 2wks past our deadline to request a return for this brand, and we had to explain that to him as well.

- [redacted] than asked for both his and his wife's accounts to be cancelled- [redacted] cancelled his, and explained that we could not cancel his wife's without her direct consent for security purposes.

- [redacted] was very upset with this as well, and said that he would blog about vente-privee and single out the Customer Experience [redacted] who was trying to help him.

I have attached the notes and correspondence with [redacted], from our system so that you can see the help we were trying to provide him, as well as his order summary for your review.

In addition, I have attached our return policy which explains that returns need to be requested within 14 days from the time the order ships, and received back at our warehouse on the [redacted] day from the time the item ships. [redacted] was unfortunately outside of both of these windows when he was requesting his return.

Thank you,

Review: This company who works with American Express had on sale a Samsonite Luggage (Samsonite, 21" Spinner in Black, 53234-Black) which I ordered on June [redacted]. The expected delivery date was June **, 2013 to July **, 2013. Unbeknownst to me since they never sent any communication, they ran out of product and won't be shipping it anymore. I was told by one of the operators on July [redacted] that they had run out a few weeks before but were getting a new shipment on the [redacted] of July. I called today and they now say they will not ship anymore and will refund my money. I needed that luggage and would have purchased elsewhere had I known they had no intention to deliver. I am not sure they sent this to anyone and not sure why type of scheme they were pullingDesired Settlement: I am not concerned where they get the merchandise from, I would like to get my luggage and find out how many people were given the same story and if there was indeed stock to sell or they just sold without product

Business

Response:

Good Afternoon [redacted],

Please note the attached file to this email for screen shots. This response is to complaint ID # [redacted].

The member is upset that the samsonite brand was unable to fulfill on their order. They were looking forward to using the luggage for an upcoming trip and held off on purchasing luggage from elsewhere. Unfortunately, the Samsonite brand had shorted us on a few styles as we worked on consignment with this brand.

Once a shortage was determined and we were unable to fulfill on the shorted orders, we refunded the members right away and added extra vente-privee credit to their account to compensate.

Please reach out if there is any other information needed to resolve this case.

Sincerely,

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Description: CLOTHING-RETAIL

Address: 345 Hudson Street, New York, New York, United States, 10014

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