YOOX Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I am still waiting for this to be resolved.Thank you. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Dear [redacted]:I am happy to confirm that a refund has been issued to your [redacted] account as discussed.  Again, we thank you for your patience in resolving this matter and hope that this in someway restored your faith in us.  We look forward to our continued relationship and wish you a happy holiday season.Best regards,[redacted]

Dear [redacted]:As we have been in contact with you via phone, email and Revdex.com complaints.  We again ask that you direct your complaints to our Customer Service team, so a full record of your complaints and replies can be managed.Should you have any questions, please do not hesitate to...

contact us directly.Best,yoox.com Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
It's pure propaganda,When you purchase and return something it is not stipulated that once you chose  for moneyyoox you will NEVER receive money back on your credit card if you return something . It's an abuse by YOOXon first order I returned a pair of shoes for $37 and agree to receive store credit, having no knowledge that I will not be able to apply it (IT'S NOT WRITTEN WHEN YOU BUY OR RETURN SOMETHING)On second order from 2 pair of shoes I returned one and requested the refund to go to my Credit Card minus the shipping charges  , YOOX decided to keep the money from the Credit Card and apply the return to store credit. After I spoke with them on the phone they refunded the shipping stating that they will not issue a credit card refund that this is their policy ... THIS POLICY IS NOT MENTIONED WHEN YOU BUY OR RETURN SOMETHINGThey are not honest
THEY HAVE AN ABUSIVE POLICY AND THEY ARE NOT MAKING IT PUBLIC. IF I WOULD HAVE KNOWN FROM THE BEGINNING I WOULD NEVER OPTED FOR STORE CREDITIT'S AN ABUSE AND IT HAS TO STOPI WANT MY MONEY BACK.. MY MONEY... YOU HAVE NO RIGHT TO HOLD MY MONEY AGAINST MY WISHFrom the $37 yooxmoney YOU KEEP $6.95 and refund the balance of $30.05 to my credit card that I paid for the entire order, in other words, YOU APPLY THE YOOXMONEY TO THE PAIR THAT I DECIDED TO KEEP AND REFUND ME THE MONEY You have a policy, guess what, WITH MY MONEY I HAVE A POLICY TO !?PS I have a bad habit, once a business is giving me hard time I avoid them  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Dear [redacted]:
 
We certainly apologize about the delayed response and the reason that prompted your complaint.
 
A review of your account shows that you used a Moneyoox credit for a purchase after a return was made.  Unfortunately, since you...

returned items from each order, the credit was refunded to your original methods of payment as outlined in the Legal area of our site.
 
To fully resolve this issue, we ask that you send us a [redacted] account, so the funds can then be transferred.  Please send, referencing this email to [redacted]
 
Should you have any questions, please do not hesitate to contact us.
 
Best regards,
Yoox Customer Care Team

sans-serif;">Dear [redacted]:
We certainly apologize about the delayed response regarding your request.  Unfortunately, we are not able to process Sales tax refunds on items that are not qualified under Tax Free weekend promotion, conducted by your state.   Note that this only applied to shoes under $100.  However, we have refunded you an additional $10.43, as you were initially credited $4.46 for the qualifying item.
We truly try to ensure that our customers have received exceptional service and offer you a Personal 10% coupon code - [redacted] for use until December **, 2014.  With hope that this in some way restores your faith in us.
Should you have any questions, please do not hesitate to contact us directly.
Best regards,
Yoox Customer care

Dear [redacted]:
 
We certainly apologize about the delayed response...

and the reason that prompted your complaint.
 
A review of your account shows that you used a Moneyoox credit for a purchase after a return was made.  To explain, if Moneyoox is available at the time of placing your order, the amount will be automatically credited towards your purchase.  If an item is returned from the order, the items are then refunded to original methods of payment as outlined in the Legal area of our site.
 
Since your Moneyoox reflects a zero balance at this time, resolving your issue.  We ask that you enjoy a 10% discount code – bnylKblg, as a token of our apology for the inconvenience caused.  This personal code is valid through December **, 2014, and we hope that that it somewhat restores your faith in us. 
 
Should you have any questions, please do not hesitate to contact us.
 
Best regards,
Yoox Customer Care Team

Dear [redacted]:We are certainly sorry to hear of the reason that prompted your complaint.  An attempt was made to contact you by phone regarding your correspondence, but we were unable to connect with you.  With any credit card payment received, we do not have access to...

your full account information for security reasons.  In this case, a Chargeback was received from the Financial Institution stating that "the issuer denied participation in the transaction."  This information is received through our payment processing system and in this case, the  original payment you made to us, was removed.  Since we no longer, held payment for goods sold to you, we contacted you and as you mentioned received supplemental payment.  Since, your mail claims lack of knowledge regarding the Chargeback, we ask that you contact the card issuer as the amount would have been refunded to the giftcard, when they removed the funds from our account as - Fraud.  We do not show any overages or balance owed to you as previously mentioned, only your last payment satisfied your balance due.  Our records indicate that the Chargeback was managed by [redacted] - [redacted] NA - [redacted] card ending in [redacted] - Merchant telephone ###-###-####.  We certainly hope that they will be able to assist you with resolving your complaint, as we try to ensure you receive the highest level of service possible.Should there be any questions, please do not hesitate to contact us.Best regards,[redacted]?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is unacceptable, I have been a customer at yoox.com for years, they have poor customer service, I kept getting automatic reply from them, and they didn't call or email me back to give me answer. Their website doesn't show much detail on the products they sell, and there is no measurement on most of the merchandise. Since they are online retailer, shouldn't they provide as much detail on what they sell as possible? When they fail to do so, shouldn't they expect reasonable amount of returns they will be getting from their customers? If argued with one of their customer service for their mistake, and he take it personal to put me on black list, shouldn't the company try to hear what the customer have to say? instead of trying to fix and make better of their website, they just simply block their loyal customer? what kinda honest online retailer do that? I do not accept their respond. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Dear [redacted]:As we stand behind the authenticity and quality of each item sold at Yoox.com, we frequently review our inventory and customer history.  Unfortunately, we can no longer accept orders from your profile – [redacted], based on your high rate of...

returns. As outlined in our Terms and Conditions agreed to at the time of purchase: YOOX reserves the right to refuse returns of any merchandise or any future orders when a customer has carried out an excessive number of returns beginning from the date of the first return. If for any reason your Paypal account used in your most recent transaction was not credited.  We ask that you contact them immediately.  We certainly apologize about any inconvenience caused. Best regards,Yoox Customer Care

Dear [redacted]:
Thank you again for your reply and feedback regarding the previous replies received and comments posted online.  We will certainly take your comments into consideration for future employee training needs.  However, our reply remains the same regarding your complaint, as we have thoroughly reviewed and discussed this matter.  
We truly again apologize about any inconvenience.
Best regards,yoox.com
Customer Care

Dear [redacted]:We appreciate your email and certainly apologize for any inconvenience caused.Please note that our initial denial was based on the inspection of the item as completed with all returns to our warehouse.  This is done in an effort to ensure that all products are in...

accordance to our Quality Control guidelines, ensuring that you are receiving the quality you have come to expect. Our records indicate that after your follow-up conversation, an exception was made and the exchange requested will be processed as soon as the replacement item becomes available.  We ask that you allow time for processing and thank you in advance for your patience and understanding.Best regards,YOOX Customer Care?

Dear [redacted]:
Thank you very much for your contact.
A review of your history shows that we are aware of your claim regarding missing items in your return.  As we have had a previous "possible fraud" incident where barcodes were switched on a previous return, we flagged your account...

to ensure that all outgoing and incoming orders followed our quality guidelines.When your final return was received, our Warehouse compared the items you outlined in the return form and compared them to the items actually received.  They were not able to reconcile these items and we are unfortunately unable to refund you for items not received.  
In this case, we then advise that you contact your bank directly to file any disputes regarding this transaction. 
Best regards,[redacted]
Customer Care team

Dear [redacted],Thank you again for your email.  We kindly ask that you refer to our prior communication sent on September **, 2015, as we unable to make changes to our decision at this time.As we aim to provide and exceed the level of service that you’ve come to expect. We frequently review our inventory and procedures as we stand behind the authenticity and quality of each item sold.Unfortunately the item returned to us does not match the item that was shipped. Each item is individually inspected at the time your order is placed and in this case, the item received shows altered tags and stickers. We do ask that if you chose to continue to contest our findings, that you contact your bank directly to proceed with any further disputes.We thank you again for your time.Best,Maison Margiela e-boutique

Thank you again for your reply.We are sorry to hear that our previous email did not meet your expectations.In this event, we have attached photos of the items shipped and items received.  Please note that the tags have been altered and the product does not once again, match the...

item shipped.  We truly apologize again, that we will not be able alter our previous decision and will unfortunately, not be able to issue a refund at this time.Best,Margiela Customer Care team

Revdex.com:
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.
Finally after your great help and support I have received the refund back to my credit card, which was ilegally on hold by the merchant as a store credit !
Sincerely,
 
[redacted]

Dear Ken:Thank you for your note and please accept our apologies for any inconvenience received.A review of your account and comparison of your previous order, shows that the [redacted] address transmitted was missing an APT number.  We contacted [redacted] on August 26th as your...

tracking information indicates, to request an update.  While we understand your frustration, YOOX however, does not have control over the external courier.  We pay fees on the consumers behalf to make any required change, but it appears that the apartment number was still missing at the time of delivery.Note that the courier restricts us from making any addtional changes, such as a reshipment as you suggested.  Unfortunately, we also received a Chargeback from your [redacted] account the same day the item was returned to our **.  At this point an open case, prevents us from issuing a refund to you, as [redacted] will only allow us to respond to the case within their suggested time-frames.  They will then wait on our reply to advise that the item has since been received and issue a refund to your account.We will gladly take your feedback into consideration and thank you again for being a [redacted] customer.Best regards,[redacted]Customer Care

Dear [redacted]:We are sorry to hear of the reason that prompted your complaint and our delay in providing a reply.The matter is still being researched but will be resolved within 24 hrs.  Unfortunately, system limitations prompted errors when trying to apply your refund to...

[redacted].  I have escalated the matter and we should be able to fully provide the resolution in the timeframe mentioned.  If we are not able to, we will reach out to you via phone to see if an alternative option is available.   Again, please accept our apologies and please do not hesitate to contact us with any questions or concerns.Best regards,Yoox[redacted]

Dear [redacted]:
 
Please firstly accept our deepest apologies regarding this issue.  Our escalation team is currently handling this matter and have been trying to contact you via the telephone number you provided above.  We kindly ask that you contact us at your earliest...

convenience so the issue can be immediately resolved.  The telephone number is ###-###-#### and operating hours are 9am-11pm EST.Thank you again,
Best
yoox.com
Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Product is not as described online, that is why I want to return wrong item or get the right item. It is YOOX fault that they send me wrong item.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]