YOOX Group

Review: My wife purchased items for Yoox online website totaling $65 using a gift card she received for her birthday in November. In February, we received communications alleging that Yoox received a "revocation of payment" letter from us revoking a credit card payment. Because the payment was from a gift card and my wife had received multiple gift cards, we requested more information regarding the content of the "revocation of payment" letter, including a copy of the letter and the account or gift card to which it referred. I explained that without the letter or more information, I could not reach out to the bank that backed the gift card to obtain clarification or approve the original charge. Nevertheless, we were informed that we could not speak directly with the Payments department that received the correspondence, but that a note would be placed in the file and they would contact us with more information.

Approximately one week later, my wife received a call providing no further information and a subsequent email informing her that we would not receive a copy of the alleged letter, that no further information would be forthcoming, and that she was expected to pay the revoked balance. She was instructed to contact her bank if she had further questions. Obviously, this was impossible since we did not know what gift card created the issue or who the bank was that Yoox referred to in their correspondence. Ultimately, we paid the balance because it was not worth the risk to our credit over $65. Nevertheless, this billing practice seems highly suspect and borderline fraudulent, especially since Yoox refused to even allow us to speak to a person in payments who could provide the letter that would have allowed us to actually resolve the payment issue.Desired Settlement: We desire a refund of the payment we made, given that the alleged revocation letter was issued months after the payment was made and the merchandise was delivered. The very idea that a credit card company or bank would, without notice, revoke a payment 60 days after it was made seems incredible. Further, it is arguably unfair or deceptive business practice that we were not permitted to see the letter that Yoox claimed we sent to them revoking our payment or even speak to the person who allegedly received the letter. That we were given the option to pay or be sent to collections without proof of this conduct is unlawful.

Business

Response:

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]

[redacted]?

Review: On January ** 2015 I placed order No #[redacted], from witch I returned ( with return no #[redacted]) a pair of shoes for the amount of $37 requesting store credit, known as moneyoox.

With the store credit of $37 I placed another order No # [redacted] for the amount of $84, the difference from $37 to $84 I paid with a Credit Card. Unfortunately I returned ( with return no #[redacted] ) one of the 2 pair purchased being to small and opted for full refund and agreed to pay the shipping return fees for $6.95.

They withheld the shipping charges of $6.95, refunded $37 to moneyoox and $1.05 to my Credit Card.

I called very upset for all this maneuvers only to be told that this is their policy, I haven't read any of this when I purchased nor when I returned, stating that if you return something YOU DO NOT HAVE THE LIBERTY TO CHOOSE HOW YOU WANT YOUR REFUND. in other words THEY DECIDE unilaterally how I get my money back.

I asked were is all this mentioned, she said something "legal terms" or something .

I strongly believe THIS SHOULD BE WRITEN IN BIG LETTERS when YOU BUY OR RETURN AN ITEM

I spoke with the supervisor, that introduced herself by the name of [redacted] on March [redacted] 2015 around [redacted]Desired Settlement: I want the refund to go on my Credit Card, minus the shipping charges for witch I agreed to pay, when I returned the shoes.

The $37 moneyoox I agree to be applied to the pair that I am keeping in the amount of $39

Business

Response:

Dear [redacted]:We are certainly sorry to hear of the reason that prompted your complaint. Unfortunately, we are unable to move funds from MoneYoox to any other account, such as your credit or debit card at this time due to systematic limitations. This information is disclosed at the time the store credit is requested, when the selection is made as shown in the sample attachment. The Legal Area of our site, also outlines this information in full detail that MoneYoox is non-transferable and your use of the site indicates your agreement to such terms and conditions.With regards, to the return fee charged. This fee is assessed with use of our included return label shown here in our Return Policy, used to request a return:http://help.yoox.com/system/selfservice.controller?CONFIGURATION=1097&...⇄ future purchases, please be advised that the fee can be avoided, with use of a return label through a shipper of your choice. The return label we included is meant to serve as convenience to you and provides you a discount on return shipment as this method proves to be less expensive than direct purchase through a courier. We certainly hope that the explanations outlined helps and hope to see you again at yoox.com.Should you have any questions, please do note hesitate to contact us.Best,Customer Careyoox.com

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]

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,

Business

Response:

Dear[redacted]:We thank you again for your reply and ask that you refer to our terms and conditions agreed by you at the time of purchase. Please keep in mind that we only withdraw a return fee, if our prepaid label is used. Therefore returns are not free of charge, unless you use a courier of your own and the choice to use the enclosed label signified your agreement to this fee. We are certainly sorry to hear that you have not agreed with our response as we aim to provide the highest quality of service. To redeem the Moneyoox, we ask that you use the amount for your next purchase, but please keep in mind that the refund will be applied to the original purchase method. If a return is made, then the funds will again, be applied to your Moneyoox. Unfortunately, system limitations again, prevents us from moving funds from Moneyoox to a credit card.Our sales terms are as follows:MONEYOOXYOOX Corporation (“YOOX USA”) is pleased to offer our registered users with MYOOX accounts the option to receive online store credit at yoox.com in lieu of a refund on eligible returns. Please see our Return Policy for more information about how to elect to receive Moneyoox credit. The following terms and conditions apply to Moneyoox credit (the “Moneyoox Terms and Conditions”). To elect to receive Moneyoox it is necessary to select the corresponding box inside the Return FormMoneyoox may only be used for purchases made at yoox.com within the United States. Your election to receive Moneyoox at yoox.com indicates your agreement to follow and be bound by these Moneyoox Terms and Conditions.Please log into your MYOOX Account in order to determine the balance of your Moneyoox credit. While YOOX USA endeavors to promptly update your Moneyoox account balance, there may be occasions when the updated balance is delayed for a period of time.Moneyoox does not expire and YOOX USA does not assess service fees for your failure to use your Moneyoox.Moneyoox may only be used by the original MYOOX account holder and are non-transferable. Moneyoox is only issued in lieu of a refund when a registered user returns an item purchased at yoox.com, complies with all requirements of yoox.com’s Return Policy, and elects to receive Moneyoox credit. Moneyoox may be used in addition to another accepted payment method in order to make purchases in amounts that exceed the amount of the Moneyoox credit. Notwithstanding the foregoing, Moneyoox may not be combined with Gift Certificates and Value Vouchers.YOOX USA does not offer cash refunds or refunds to your credit card for unused Moneyoox. Accordingly, if, upon returning an item to YOOX USA, you elect to receive a credit in the form of Moneyoox, credits for any future returns of purchases made with Moneyoox will always be is the form of a Moneyoox credit and will not, under any circumstances, be redeemable for cash or credit card refunds.Moneyoox may not be used to purchase Gift Certificates.Purchases made using Moneyoox are subject to our General Terms and Conditions of Use, General Terms and Conditions of Sale. All personal data collected during the issuance and use of Moneyoox will be treated in accordance with our Privacy Policy.Returns made of items purchased using Moneyoox will only be eligible for credit towards the original Moneyoox credit. Refunds for returned items purchased using Moneyoox in addition to another payment method will be allocated in the same manner as the original purchases, towards the Moneyoox credit, up to the full amount of the order paid with such credit and towards the other payment method used for any remaining amount.By electing to receive Moneyoox, you are certifying and representing to YOOX USA that the activities in connection with which the Moneyoox credit will be used will comply with these Moneyoox Terms and Conditions and all applicable laws, rules and regulations, including our General Terms and Conditions of Use, General Terms and Conditions of Sale. In addition, you agree to defend and indemnify YOOX USA and its affiliates from and against any claims, expenses or liabilities made against or incurred by any of them in connection with your use of Moneyoox or violation of any of these Store Credit Terms and Conditions.YOOX USA AND ITS AFFILIATES MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO MONEYOOX, INCLUDING, WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.YOOX USA reserves the right to change these Moneyoox Terms and Conditions from time to time without notice.If any provision of these Moneyoox Terms and Conditions is determined to be invalid, illegal or unenforceable, the remaining provisions of these Terms and Conditions remain in full force to the extent permitted by law.We again apologize for the inconvenience caused and hope that this explanation was ble to resolve the matter at hand.Best,Customer Careyoox.com

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]

It's not going anywhere, I will post for this business in regards with their return policy reviews every where I can, writing the truth and only the truth.They are cheap and greedy and they have nothing in common with american way of doing business successfully.They should not be allowed to sell in US, for what I care, unless they upgrade their policies and are honest. Yoox is little and will remain little P.S. I purchased a pair of sandals and used the store credit, even if I do not used them I will throw them in the garbage thinking I lost $52.I unsubscribed from their email notifications and I still receive messages, who gives the the right to do that!? is this another of their garbage policies ?!I will mark spam and we are done

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

Sincerely,

Review: I have emailed and called the phone number of the [redacted] customer service site many times this week. Their email contact form says that they will respond to you within 24 hours which they have not done. The phone service does not have anyone answering and the message says they will get back with you in 2 business days which they have not. The site I am talking about is the [redacted] website which is under the YOOX brand. The web and mailing address are under the company YOOX and share the same warehouse and address for their corporate office. I purchased a jacket online which did not fit. I returned the jacket via their [redacted] return label and have proof of delivery return from [redacted] which occurred at 10am on Feb. *. The website states that once the return arrives at their warehouse to allow 3-7 business days for the return to be processed. Today/tomorrow are considered the last business day following their policy. I have called to touch base with my return with no response. I am filing to complain about their response of customer service. If my return is not processed by tomorrow I will then file a complaint of failure to process return and refund. When one spends thousands of dollars on a website they should keep their words with their policies and have better customer service.Desired Settlement: The ultimate desire is my full refund. The first desire is for this company to call me back and tell me what is going on with my return. I have never had to complain about a company in my entire life.

Business

Response:

Hi [redacted]: Thank you for contacting [redacted]. We are certainly sorry to hear of your reason of contact. Our records indicate that your refund has been processed as shown in the confirmation below: Authorization Code : [redacted]Authorization Date : 2015-02-**Authorized Amount : 4350.00External Reference : [redacted] We kindly ask that you allow time for processing by your financial institution and thank you again for your patience. Please also note that you were not charged sales tax, hence the difference in the refund amount. Should you have any questions, please do not hesitate to contact us directly. Thank you,[redacted]Customer Care

Review: Yoox has refused to refund me $191.43 despite selling me damaged merchandise. I made a one-time request of "moneyoox" -- what the retailer calls in-store credit. The amount was $107.42. After purchasing more items using that credit and then returning them, Yoox continued to refund me in moneyoox rather that directly to my credit card even though I repeatedly requested refunds to my credit card, so that the total eventually became $191.43. I have been disputing this since September 2014 and they have not resolved this. At one point they claimed they had refunded my credit card the disputed amount when in fact it was another return I had made. I have purchased and kept items valued more than $191.43 but because I do not keep everything I order, Yoox continues to keep the $191.43 as moneyoox. I placed another order in January and they sent me two damaged items totaling $153 + tax. I returned those items plus 2 more items totaling $440.19. Yoox has refused to refund the amount despite selling me damaged items. I kept two items from the order totaling $290 plus tax -- well above the moneyoox balance. I requested they apply the $191.43 toward the $290 plus tax but they refused. They issued me a refund of $191.43 in moneyoox and $248.86 to my credit card. Yoox recently emailed me that they will return the $191.43 to me but only if I open a [redacted] account and I would be heretofore banned from shopping on their site. I have no desire to open a [redacted] account as I have been the victim of identity theft. And my requesting a refund for damaged items should not result in my being banned from shopping on their site. I find this discriminatory and completely unprofessional. I have viewed numerous complaints on other sites about yoox and their customer service (or lack thereof). Clearly this is not an isolated incident. I am happy to speak with someone at Revdex.com to provide further details as well as copies of all the email correspondence.Desired Settlement: I would like Yoox to apply the $191.43 in moneyoox to the items I purchased and kept, and to refund me the $440.19 to my credit card. As of now I am still out $191.43. I wish this refunded to my credit card or for yoox to send me a check in this amount.

Business

Response:

Dear [redacted]:We are sorry to hear of the reason that prompted your complaint. Our records indicate that we tried contacting you via phone in September 2014 to resolve this matter and this proved unsuccessful. Your MYOOX account shows a balance of $191.43. To resolve this we will contact you via the phone number indicated on your profile within 48 hours.Should you have any questions, please do not hesitate to contact us.Best regards,YOOX Customer Care team

Review: The customer service person called [redacted] and she refused to give me her full name. I asked to talk to her [redacted], again she refused.

I ordered stuff online and when I checked the tracking of the shipment, it was returning to the shipper because the address was missing. So I called and asked why would the shipment had been sent out without the address? She blamed on me saying because I didn't put the address when I ordered it. I told her I did and the order wouldn't allow me to complete without an address entered. So it might be the technical issue. However, she kept blaming on me and yelled at me and saying it wouldn't be their technical issue and it's all my fault. She told me the order has to be cancelled because they would have losing money from my order with doubling the shipping costs but that wasn't about losing money or not. If thing has been done wrong, correct it but I don't think that's the right solution. She should have re-send the package over and her attitude is absolutely unacceptable. Poor!!!!!!!Desired Settlement: Apology from [redacted] in customer service and deliver the order again should be performed.

Consumer

Response:

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

Sincerely,

Business

Response:

Dear [redacted]:

Thank you for your patience and understanding regarding our late reply.

We are sorry to hear of the reason that prompted your complaint. A review of your account, shows that you selected [redacted] as a method of payment. In this case, it appears that the address transmitted to our warehouse, shows a company name, city, state and zip code; which caused [redacted] to return your package.

We kindly ask that you ensure that all information is shown correctly to avoid future delivery issues. As an apology for the proper lack of an explanation in your original request, we ask that you utilize a Free Express shipping code - [redacted], valid until December **. 2014.

We hope that your following orders were to the satisfaction and service you’ve come to expect. Should you have additional questions, please do not hesitate to contact us.

Best regards,

Yoox Customer Care Team

Review: I purchased two pairs of shoes from this website on 4/*/14. I paid for the shoes partially with a store credit and partially with my credit card (credit card in the amount of 75 dollars, store credit 107). I returned the shoes which cost 108 and I expected a full refund to my credit card and a partial refund to my store credit balance, as I selected "credit card" as chosen method of reimbursement (and the computer system allowed me to). I only received a store credit of $101 (shoes - shipping) . It was not disclosed at the time of transaction that this is how the transaction would be processed. Had I known this, I would have never entered into the transaction in the first place. The company failed to disclose information in a way that the other party can utilize to make informed decisions, which led to a billing error. I processed the order to be refunded back to my credit card and their system allowed me to do this and in the end, I received a store credit which is not what I asked for or authorized.

Had I known, I would have just placed two separate orders. However this company did not provide me with information to make an informed decision as a consumer. The information they failed to disclose to me is now becoming a detriment to my well-being.Desired Settlement: Refund my original method of payment and disclose information properly. Do not hide information from consumers which affects them financially.

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. 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

Review: I've refunded my order to [redacted] with 2 portions. $3,138.34 and $1,013.28. Instead of refunding my funds to my credit card, they have applied this funds as a store credit. After my numerous fights they have finally refunded the $1,012.28 but never refunded the $3,138.34.

They are refusing to send the refund back to my credit card and I still have this funds as a store credit ended up with paying tremendous % to my credit card company for the items which were refunded back to them.

Please help me because this is a rip off and this is wrong !!!

I've checked to many review and complaints regarding YOOX.COM.

Regards,

V.A.Desired Settlement: I need my funds of $3,138.34 to be refunded back to my credit card since they are holding my funds as a store credit since this august for 3 month !

Business

Response:

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,Bestyoox.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:

[I have called the to the phone # ###-###-#### during the requested time frame, which was at 8pm and the customer service representative told me that the department which is handling the issue is closed and will be open back on Monday. So why the company told me to call them from 9am to 11pm EST. Here is the copy of that emails: "The telephone number is ###-###-#### and operating hours are 9am-11pm EST" I will try to contact again on Monday. Thanks]

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

Sincerely,

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.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,

Review: I live in Texas on August *-August ** 2014 is no tax weekend shopping for apparel under $100. I place my order on August *, 2014. I was told because my order is shipped out on August **, 2014 it not eligible for tax exemption. I my order number is [redacted]. Their customer service ojone number is ###-###-####. [redacted]Desired Settlement: I want tax refund on the 2 items that I placed that's below $100 of $7.01. Thank you!

Consumer

Response:

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

Sincerely,

Business

Response:

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

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 placed an order with this company on August **, 2015, provided the correct shipping address, received several email stating the package was delivered. When I reached out to the company I was told had the incorrect address was supplied. I can verify through the order confirmation and also with method of payment [redacted] the correct address was provided at the time the order was placed. The company told me the address was updated and the package was on the way. I then received and postcard informing me the package was being held at a [redacted] holding center and I would have to pick up the package between certain hours which is impossible due to location, job and family responsibilities.

Due to the upcoming holiday and travel I asked the company to retrieve and overnight the package, the company refused, and could not or would not provide a timely to have the package delivered. I also explained to this company the purchase was made through [redacted] they have received the funds and now tying up my line of credit making it impossible to make another purchase. I requested a discount for the inconvenience and was declined.Desired Settlement: This company is very arrogant has refused to provide the corporate address and names of corporate officers to file an official complaint. At this point I want the merchandise with no charge. If this company refuse I will be force to file additional complaints with the Office of Consumer Protection, both Maryland and New York State Attorney General Office and reach out to the media to expose the exhortation of taking the consumer money and holding it for twenty plus days before returning to [redacted] making profits off of the inability to ship out a simple product.

Business

Response:

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