YOOX Group

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.
Sincerely,
[redacted]

Dear [redacted]:We again thank you for your contact.  As  YOOX is a 3rd party seller of a varying amount of designer items, we certainly understand that there may be size discrepancies between brands from time to time.  In the case of the item ordered, the label matched the description of the item purchased and cannot be deemed an error or incorrect item sent.  At the time of your purchase, the item was also marked as Final Sale which coincides with the replies you have received from our team.We certainly apologize again and reiterate that previous exceptions have been made and cannot be allowed once more.  Best,yoox.comCustomer Care Team

I have been banned from this site for returns over two years ago. 2 days ago I tried to make a purchase and it was cancelled as they had done 2 years ago which is how I found out I was banned. When my order was cancelled back then. I called them to find out why was the order was cancelled. The manager advised me that my returns were too many, while I did not dispute. He asked me why?. I explained that in some cases such as purses the dimensions are incorrect the images unclear and inaccurate/in omplete description. In one case the bag had damage and I wrote them they never responded. In addition to apologizing, I offered to pay for the fee of return. If you want to run a business with descent and honest customer service, first you should not say free returns. You should qualify this statement with limitations. Secondly, Yoox should have had the common courtesy to inform me before hand of this instead of treating me like an unwanted piece of rubbish. Perhaps I was naive in the return numbers but I did offer to pay for it and all I wanted is to be able to shop again knowing full well that the return policy is not as stated

Review: Marchant have agreed to accept 2 different order returns in 1 box using the return label of any of the orders. So I have used only 1 box and 1 [redacted] label to send the items back to the merchant for a refund but the refunded amount was incorrect and the merchant stated that some of the items were not delivered back to them. But the box was delivered on time and partial refund was issued.Desired Settlement: Correct Refund Amount

Business

Response:

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

Consumer

Response:

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:

[No words can be found to describe the the unprofessionalism of the one who composed this email. I highly advice you no to use the combination "possible fraud". This is just a wrong assumption. I never ever received any email from you in regards "possible fraud". I'm a customer of your's from November 2014 and before the last 2 orders, I did 4 high volume orders with you and I've never ever had such a problem. You have to improve your system. I was researching your company today and I found to many negative reviews about your company. I saw much much more complaints then satisfactions which is really sad. On 09/**/15 you've told me that you've started an investigation with [redacted] and it will take up to 10 business days"[redacted]

[redacted]"On 09/**/15 I've received another email from you with the same content"[redacted]

[redacted]" and it was after 29 DAYS !!!On 10/**/15 I've received another email to contact [redacted]"I have contacted [redacted] and [redacted] told me that I'm not the one who should contact them. They have told me that they are still waiting for some information from Yoox.com and yoox.com is the only party who can contact [redacted] since Yoox.com is the account holder for [redacted]On 10/**/15 I've received another email "[redacted]"So please improve your services not to lose the customers ! Thanks !]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.comCustomer Care

Consumer

Response:

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:

[You've promised me that [redacted] investigation will take up to 10 business days and you've emailed the outcome after 32 days !!! This is more then enough to make an opinion how responsible and honest your company is.I will attach few review from your customers I found online:[redacted]

[redacted]Those are just few examples. Thanks]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I bought a few items online, and one of the items was completely out of sizing (2 sizes up) and company refused to accept return for this item saying it was final order. But it is not my fault that item in not as described, it is wrong size. I asked the to return it or to exchange so they can send me wright item. But they refused second time again.Desired Settlement: So I want to make a return and get my money on my credit card. Price plus tax ( $58 + tax) = total $61.74

Business

Response:

Dear [redacted]:Thank you for your email.A quick review of our records indicate that your return was not accepted, based on the fact that these items were Final Sale at the time of purchase. As we have also made an exception for a Final Sale in the past, it is with regret that we advise that the return cannot be approved. We certainly appreciate your relationship with us as a customer and hope that this does not affect your faith in us. Please keep in mind that when purchases are made, you agree to our terms and conditions. Remember that items such as Underwear, Swimwear, Vintage and Clearance items, Sunglasses, Fragrance and Sale Items cannot be returned.Should you have any questions, please do not hesitate to contact us.yoox.comCustomer Care Team

Consumer

Response:

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,

Business

Response:

Dear [redacted]:We again thank you for your contact. As YOOX is a 3rd party seller of a varying amount of designer items, we certainly understand that there may be size discrepancies between brands from time to time. In the case of the item ordered, the label matched the description of the item purchased and cannot be deemed an error or incorrect item sent. At the time of your purchase, the item was also marked as Final Sale which coincides with the replies you have received from our team.We certainly apologize again and reiterate that previous exceptions have been made and cannot be allowed once more. Best,yoox.comCustomer Care Team

Review: I was given a gift certificate for Yoox.com - [redacted]. I used it September 2013. I returned the merchandise but realized my gift certificate was never refunded September 2014 when I tried to make a purchase and found out my gift certificate had a zero balance. I have had numerous phone calls/emails with Yoox.com since September 2014, trying to resolve the issue and I'm constantly told that they are sending the issue to their department in [redacted] and it's the "highest priority". My gift certificate still has not been credited. I asked for a credit on Yoox.com and I was told that they cannot do this. I was also told that they do not offer gift certificates any longer because they constantly had problems with them.Desired Settlement: I would prefer a credit to my Yoox.com account so I don't have this problem again. This is the second time I'm going through this.

It seems it would make things easier for Yoox.com and myself.

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

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]

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 purchased 6 items from [redacted], a yoox group online store. Items shipped may **,2014. Only 5 of the 6 items were included. The total purchase price was in excess of $2000, the missing blouse was $160. I have asked them repeatedly to check inventory or their warehouse and they repeatedly refer to it being an issue with [redacted]. This has been going on for 2 weeks now and two days ago I received a return form from [redacted] for a damaged box for the Vanessa Bruno Athea blouse. If I had a damaged box or a damaged blouse, I would return it. However, they cannot seem to understand that I do not have the blouse--that the very nicely wrapped package included 5 individually wrapped items, not 6. I am sure that they are just not checking their inventory or they sent it in another order to someone else, but I do not have the blouse and I want the blouse (still available online) or a refund.Desired Settlement: I would like them to send me a replacement -the blouse is still available online or a refund. This has been communicated to them repeatedly, mostly in response to non-responsive and non-sensical communications on their part. It is certainly a nightmare to deal with this company if you have any problem or concern because they are not consumer-oriented in the least!

Consumer

Response:

At this time, I have not been contacted by YOOX Group regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear [redacted]:

We are sorry to hear of the reason that prompted your complaint. As of today’s date, I do show that your issue has been resolved and a refund issued.

With regards, to your original request, it is within our guidelines to conduct an investigation with [redacted] on your behalf regarding missing or damaged deliveries. To replace the item at the time of your inquiry, was an additional issue as from time to time, our site may not reflect current stock as our products are shown and purchased by costumers across the world.

We of course will utilize your feedback and experience as part of our training and improvement process.

Again, we deeply apologize and offer a 15% discount on a future order, valid until December **, 2014. Please enter [redacted] at your time of checkout. We hope that this in some way restores your faith in us. Should you have any additional questions. Please do not hesitate to contact us.

Best regards,

TheCorner Customer Care Team

Review: About 2 years ago, I purchased the item (Diesel Bag) AS NEW from YOOX.COM (order# [redacted]). After 2 years of using I discovered the item was actually labeled as SAMPLE- NOT FOR RESALE. This was inside a little pocket in the bag that I have not noticed before. I contacted the merchant several times and yet without a resolution. After my first attempt,(I emailed them a photo of the actual label showing SAMPLE- NOT FOR RESALE), they did not respond right away and after couple days I got an email asking me to return the bag claiming they would refund me. After losing my trust with this company and I wasn't sure if they would actually do a refund or not, I called them up to say I will not return the bag but some form of compensation like a voucher or gift card would be acceptable. Without letting me even share that idea, they insisted I return the bag, The language and attitude was far from being polite and customer oriented but rather agitating. I felt like they were trying to cover up this and then I refused to return the bag. I requested to speak with a supervisor ([redacted]) and she said she will contact headquarters in Italy to see if she can do an exception and do a refund without actually me returning it. She said she would hear back in couple days but been almost a week and no response again. I called again and this time the agents were really aggressive and rude ([redacted] and [redacted]). They were rebuking me about why I am not returning the bag. BIG HASSLE and VERY UNPROFESSIONAL. THUMBS DOWN FOR YOOX! Apart from the poor customer service and no resolution being provided as of yet, this sale is definitely a violation of the sales agreement. An item shown as new on the website should match with what the consumer receives and pays for. They cannot sell models/samples/prototypes labeled as NEW! The sample items or prototypes may be unfinished product and may lack full features of an actual new item; they could even be hazardous or not safe for use. They are meant to display or demonstrate an actual product. THUS THEY MUST NOT BE RESOLD AS LABELED!! This internet retailer claiming they sell new designer items at a discounted price AND if they are actually selling samples not MADE AND APPROPRIATE FOR SALE AS NEW, IMAGINE how this could easily go unnoticed by thousands of consumers like myself. This is ILLEGAL!!

Consumer

Response:

At this time, my complaint, ID [redacted] regarding YOOX Group has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I purchased a coat on 11/**/14 and paid for expedited delivery. When the merchandise failed to arrive by the specified date, I contacted YOOX. Initially, the only response I got from them was a form email to the effect that people often don't realize that a package has been delivered to them. I responded promptly that this was not the case. A full day later, I got another email that said that the package had been delivered by [redacted], and perhaps that [redacted] had delivered it to my neighbor. I wrote back immediately saying that this was not the case. They responded that they asked [redacted] to initiate an investigation into the missing package. By this time (12/**), the package was nearly two weeks late, and I reiterated what I had told YOOX in my third email: that I was forced to purchase another coat, and that I did not want the merchandise even if [redacted] located it. For a second time, I also requested a refund. They told me that they would give me a refund if [redacted] could not locate the package, but that that process would take upwards of 10 business days. This seems unacceptable to me for two reasons: (1) My fear is that YOOX is trying to run down the clock so the 20-day window I have to file a claim at [redacted] elapses. (2) YOOX has said it will refund my money if [redacted] cannot find the package. I have told them that I do not want the package even if they find it. Therefore, YOOX is keeping my money while they have meanwhile filed an insurance claim with [redacted]; in other words, YOOX is holding onto my money while they engage in a contractual dispute with [redacted]--a third party that has nothing to do with their legal obligations to me.Desired Settlement: I would like a full and *immediate* refund. It is absurd that YOOX is holding my money as it waits for its [redacted] insurance claim to process.

Review: I placed an order on yoox.com on Nov **, 2014. Got an email from them that they want to speak to me regrading my order. I waited couple days no one called. I called them back asked to speak to someone regrading my order. they kept putting me on hold, then transfer my call from one to another. Then told me the person who is responsible for it is not available! So they said they will email me or call me back. I waited for a week, no one call. All I got is another email said they want to speak to me. 3 day past, still no one call me. I called again this morning to cancel my order. since it put me on a lot of stress already. Then they told me they can't cancel my order. If you are fail to deliver my order, isn't it reasonable for you to cancel my order and refund the money back to my account?Desired Settlement: I would like to get my refund, and explanation on the poor and difficulty of contacting the correct customer service.

Business

Response:

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

Consumer

Response:

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,

Review: I was given two gift certificates as gifts for Yoox.com. I had made purchases with them and had returned items. The money was credited back to the gift certificates. When I tried to used them again on Saturday, November **, 2013, I was told online that the gift cards had a zero balance. I called Yoox [redacted] service on Monday, November **, 2013 and they confirmed that I did have a balance on both gift cards but they would have to refer my issue to the home office. I was told they would expedite the email and the issue should be rectified by the end of the day. It was not. I called on Wednesday November [redacted]. I got the same story. I called on Friday November [redacted] and again the same story. Here it is a week later and the items I wanted to purchase are no longer available.

I asked the [redacted] if there was any way that my account could be credited the money so I could use it and be done and was told that there was no way for that to be done.Desired Settlement: I want my gift certificate money so I can use it. This is the second time this has happened and I've told my friends and family to stop getting me gift certificates from Yoox because they don't work.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding YOOX Group has been resolved.

They took two weeks to fix the issue their site was having. They were not able to issue me a credit on their site so I could use

my money immediately. My Gift Cards are now available but the items I wanted are sold out.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I have been Yoox loyal customer for over seven year. In just last two years I spend over 4K on the merchandise from yoox. Unfortunately, my last three orders were cancelled without explanations. After several phone calls to customer service for over a month, I finally was informed by Yoox representative [redacted] that I was banned from the site because of too many returns. When I asked her to provide me this information through email, she refused. When I asked to talk to manager or the email so I could discuss this issue, [redacted] refused to give me this information and refer me to contact corporate office from their website. I contacted corporate office almost a month ago and still waiting for response.

On Yoox website in 'Returns and Refunds' section the return policy listed as following: "Returns and Refunds - Not a problem. Or as we say in Italy: non c'è problema! You can return any item purchased on yoox.com within 20 days of the delivery date". Moreover, returns are advertised as fast and easy and Yoox is charging $6.95 for return label. It doesn't say anywhere on this site page that customer will be banned for too many returns. All my returns were within 20 days timeframe policy and all the items were in the same condition that I received. In addition, my mom placed the order few weeks ago and it was cancelled too because we share billing address, that was her first order at Yoox. I am asking for manager to look at this situation as it is clearly misrepresentation of advertising service and tell me if they think that customer care that they provided in my case is really best in class?!Desired Settlement: Apology for being treated this way. Removal of ban

Review: Multiple errors by company on many orders over a few months. Most recent sent wrong item on one order and damaged item on a next. After approving return (with free return shipping) company does not only charge me for those two labels, but also assigns a third charge. Because I had other returns I was making, I decided to include them in the same boxes. There is no terms preventing me from doing so, and the package weights marked on the return labels were not exceeded. (Therefore no additional cost to send back and no reason the shipping labels should no longer have been deemed free). Not only was I charged, the applied shipping fees to more than the two primary orders and charged a third free. NO that I've protested, I see that 2 pending orders that were in transit were recalled by YOOX. Never in my life have I come across such poor customer service and unethical, and plain [redacted], business practices.Desired Settlement: 1. Return of all shipping charges

2. An apology

3. Release of other orders

Business

Response:

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

Review: I ordered two pairs of shoes from Yoox.com

I tried both on in the same clean, carpeted closet. Each pair of shoes I tried on only one shoe to determine that they did not fit.

I promptly returned both pairs of shoes. When filling out the form online prior to return, I was told that one pair had no other sizes available so a refund would be issued instead of an exchange.

I requested an exchange to a different size on the other pair, which was listed as available.

Yoox sent back that pair claiming that there was evidence on the soles that the shoes had been worn. This is entirely untrue and in fact the soles show some signs of manufacturing defect which I could complain about, not of wear. This fact is obvious to anyone who looks at the shoes and I am willing to have an expert look at them to testify the same if that is any help. The area of the sole which shows some manufacturing defect is the part immediately before the heel which does not even make contact with the ground when wearing so there is really no way that this could be caused by wear.Desired Settlement: I would like a cash refund and I would also like a written apology.

Business

Response:

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?

Review: Have been Yoox customer since 2012, placed very few orders during the first year until became more comfortable with their web site and return policy, so over the years increased my purchases. The only reason I've ever shopped there, because they carry a lot of Italian and European brands that you can't find in US. Description on their web site is just horrible, close to non-existing, so as pictures, but since their return policy of 20 days was working well - it didn't bother me much until this week. Recently I received a phone call from them saying that my return rate is to high and I cannot place any more orders. Seriously, it doesn't say anywhere in return policy or general sale policy, plus there wasn't any warning of any kind. Even if I've ever retuned some items, always packed everything nicer than it came, ship via [redacted] and paid it myself! If Yoox want to keep their prices low (which is not always true) can charge for returns or shipping both ways or just fix their description, so you won't order something of wrong size, material, color, condition, country of manufacturing and fit. It's humiliating and unfair practices by their rude customer service and there are absolutely no excuse to treat their customers in this manner; very regretful that over the years I referred a lot of friends and family to them, will make sure to tell everybody not shop there anymore since they treat their customers like a criminals without any respect.Desired Settlement: Clarification and apology in writing!!!

Business

Response:

Dear [redacted]:Thank you for your correspondence and please accept our apologies regarding the delay. While we certainly understand your opposition to this policy, all customers at yoox.com agrees to our Terms and Conditions when each purchase is made. This outlines under ORDERS that: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.We will of course include your feedback in any future training and policy updates, however, the decision made cannot be reversed at this time. We again apologize for any inconvenience caused.Best,yoox.com Customer Care

Consumer

Response:

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]

YOOX hasn't resolve anything, besides stating their decision and future customer satisfaction. I understand and respect any merchant terms and conditions, as long as it clear for consumers, at lest a civil form of correspondence would be nice to warn and advice of it. At this point YOOX showed unwillingness to explain themselves or resolve it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have had several communications with YOOX customer services regarding items that were returned. I have correctly received the refund for the price of items, however, I have not received the refund for taxes and duties that YOOX charged to my credit card directly upon purchasing the items, for a total of $406.06 US. Customers have no access to records of how YOOX handles the taxes and duties.

YOOX has informed me that the customer is responsible for contacting the local customs office directly for a refund of taxes and duties. However, without having any transparent transaction records, I am unable to proceed with local customs office. Ultimately, YOOX has charged the tax and duties upon processing orders directly to the customer. This opens the possibility for YOOX to fraudulently profit by not refunding the customer when an item is returned. Of note, other online retailers such as [redacted] refund taxes and duties directly to the customer when an item is returnedDesired Settlement: Firstly, I wish for YOOX to refund me the taxes and duties paid on items that I returned. Furthermore, I wish for YOOX to correct its unethical policy for potentially keeping the taxes and duties for refunded items instead of refunding it to their customers. I also wish for customer services to handle this type of concern appropriately in future, as it has taken over several weeks to reach this point and I have only received pre-formatted replies that do not actually address the concern.

Business

Response:

To Whom It May Concern,

We are writing in response to [redacted] complaint for refund on Duties and Taxes for Canada.

Please note that the customer was refunded and the issue was taken care of after we received her e­ mail on 9/**/13 and replied to [redacted] on 10/**/13. Please see the e-mail below.

Hi [redacted],

We are glad to inform you that we have refunded for the below orders directly to the original form of payment.

Below you will find your refund information: [redacted] - USD 96.04

[redacted] - USD 102.20

[redacted] - USD 84.00

[redacted] - USD 101.92

[redacted] - USD 230.44

Refund Times:

Credit Card: our Bank will process the refund within 7 working days from our request.

Review: They continue to give me a credit only usable with them instead of back to my credit card. I can explain the situation better over the phone, but this really is unethical and even the [redacted] told me that she has complaints about it all the time.Desired Settlement: I would like to have the $104.94 returned to my credit card instead of to the yoox money bucks account.

Business

Response:

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

Review: I order Lardini blazer(Italian Brand name) at the amount of $191 which was 15% discounted price from $225 [redacted] Jan.

As I live in Korea, I used a shipping agency in the US. So I took it through the shipping agency couple of days later. When I tried on this clothes, I was astonished at the size. It's too small like 46~48 size, which is literrally 50 size. All of my Lardini blazers are 50size which is perferct for me. It's too small to be 50 size. So I contacted to [redacted] that this was originally wrong made at the first place with many pictures taken with measure to compare. There are about 3.5cm difference with my other Lardini blazers. On the [redacted] website, if some clothes are too small compared to others, "SMALL MARKS' indicated on the webpage. However the page with my order didn't have that mark on it.

I asked to exchange the bigger one at their cost. But they said they were not reseponsible for out of US. SO I asked to exchange for this at my own cost to send it back to them. They said "OK". After I went to the post office, I knew it would cost about $35 to send it to the US. So I made up my mind to just keep it and buy the bigger sized one. So I asked [redacted] to give me an invoice to buy the bigger one at the same amount of price as the 15% had ended at that time. But there was a problem which there's only one left what I wanted to have ( 52 size ) which I cannot buy, because my exchange 's already processed. So I asked to cancel my exchange and let me buy this. They said it would take 35days to relist this item on the website. I really shafted at their behavior. I had to wait 35days until it's relisted on the website. So I sent an email again to just keep going with my exchange thing.

So I sent it to the shipping agency in the US because they said it's not possible to send it back from Koream but directly from the place it's originally delivered. And it's fianlly delivered to the werehouse in the [redacted]. I sent messages about confirmation of my order. It took 2 days to let me know they accpeted my order after they received my order. And today, I saw my exchange order was cancelled on the website today. They knew they took my order back and cancelled.

They always said they are not responsible for out of US. I can understant this. However, what I am angry is that I feel like a dull.

At the first time, I paid $14 for take it from the shipping agency in the US. And it costed $35 to send it back to the shipping agency in the US, and $7 to deliever to the warehouse of [redacted] from the shipping agency. And because of this, I called couple of times by phone which costed about more than $30. But last answer is "CANCELLED"" ?????????

And they even indicated "SMALL MARK" on that clothes. If it's written on that webpage, I would have bought the bigger one.then no problem at all. And if they could relist the item for me just soon after I asked, I would have bought it again. But it took 35days to relist the item??????? And after they received it from me, then cancel my exchange order???? Do you think it makes sense?

I think they screw over me...

I can't believe this kind of process.

I cannot get to work because of this.Desired Settlement: First,

I hope to process the exchange the bigger one that I already asked.. and give me some advantage like 50% coupon for 1 item later.

If it's not possible to exchange my order, I hope to have more expensive ones like until $250 at no charge.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding YOOX Group has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I have been a loyal costumer with YOOX for over 10 years without ever having an issue. my last three orders were canceled, I tried on numerous occasions to find out why through costumer service and emails, to no avail. I was determined to get to the bottom of the issue and called the costumer service and asked for a [redacted] spoke to 3 of them and was advises that I was banned from YOOX because I returned a lot of product that I ordered. I was under the assumption that if you are an online retailer you estimate that a consumer will return items that do not fit or are not to your liking. what I did not expect for a company to be so unethical and use such tactics as ban you from using their site for too many returns, is it even legal in US? I was mortified please help me resolve this issue.Desired Settlement: I would like to continue using this YOOX I want them to allow me to order from them without any restrictions and cancellations

Business

Response:

Dear [redacted]:

As we stand behind the authenticity and quality of each item sold at Yoox.com, we frequently review our inventory, as well as our customers return history.

Our terms and conditions shown on Yoox.com outlines:

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.

We certainly apologize about any inconvenience caused and our hope that is you still enjoy your online shopping experience, even if it’s not with us.

Best regards,

Yoox Customer Care Team

Review: I ordered a backpack on [redacted] run by YOOX.

The order number was [redacted]. But I received a totally wrong hand bag.

I emailed to your customer service. They admitted it was wrong and told me to send it back. Then I sent the wrong bag back to your company without doing anything on that bag. Also on your online return form, I also said clearly that you sent me the wrong item.

However, after they received my return, the customer service told me that they cannot accept my return because" item we have received in your return [redacted] does not correspond to the item in order [redacted]; nor does it correspond to an item we carry in our inventory. "

After I told the customer service my story, they changed another reason that they cannot accept my return. "Regretfully, we will be unable to accept a return for the item in your order [redacted], as the tags and seal on the items have been altered."

The item your company sent me was totally wrong and of course it is not corresponding to the item in the original order. And How could I take off the tags from the bag that is totally wrong and I did not want to use?

As an innocent customer, I did nothing wrong in this whole procedure. But eventually, I cannot get my money back.Desired Settlement: I want to get my money back.

Business

Response:

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

Consumer

Response:

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 really do not understand how your company works. I think the tag was broken and reattached on the bag by your staff before the shipping. According to your response, if you sent the "altered tag "to me, there is no way for me to prove that I did not alter the tag. Because once I received the bag and did not open in front of the postman, no one can prove that I did not alter the bag and alter the tag. The bag I send back was exactly the bag you sent to me. There was no reason for me to send you back an very different bag which is authentic and produced by your brand to get my money back. Why do you think that your staff didn't make any mistakes during the whole process? The customer is so disadvantaged according your policy. Why don't you check your storage record of the handbag that you sent to me and the back bag that I originally ordered? I think there must be something wrong with your storage record.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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