YOOX Net-A-Porter Group

Hi ***:Thank you for your email As you know the item was included in our Friends and Family sale, and indicated before purchase that this was a Final Sale item To ensure that customers are clear about their purchase, this information is added before adding the item to cart and prior
to checkout In this case, however, we will be more than happy to make a courtesy exception and truly apologize for any inconvenience caused. Please proceed to *** and complete the return form.If there are any questions, please do not hesitate to contact us.Customer Care***

Hi ***,Please accept our apologies regarding the delay.You may have received an email regarding your account and password reset Your account balance also shows a MoneYoox balance of $282.81, which should be visible upon log in to ***We kindly ask that you please review the email and contact us directly with any questions or concerns *** Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Hi ***,Thank you for your email Note that our online policy outlines any information regarding return fees, which is only assessed if our return label is used Additionally, Taxes and Duties are refunded at the time a return is received If it is not automatically process,
we simply ask our customers to contact us immediately and the refund is issued Please visit our site to review this information.***
We remain at your service.Thank you,*** Customer Care

Hi ***,Thank you for your email.We stand behind the authenticity of items sold *** receive items directly from designers and a visit to *** should indicate that the site is Powered by YNAP.Based on the damage reported, we offered compensation considering the estimated cost of
repair We are more than happy to agree to a price adjustment of $and have issued a credit Please however, that the item is also no longer eligible for a return Note that this is an exception as the item was already below the price indicated to us by the designer, after the additional discount.We thank you for your time and hope that this is some way restores your faith in us.Best regards,*** Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I think *** received my order, should be responsible for the security will express parcel delivery, rather than looking for all kinds of excuses to avoid responsibility, is responsibility to UPS at the beginning, is now pushing the shipping address, I am not satisfied with the result, parcel lost loss should not be borne by the customer, I really didn't receive the parcel, I hope to get a refund or resend. Sincerely,
** ***

Dear ***:We certainly thank you for your email.Once the received item from the original return is received, we will be more than happy to reimburse your Duties and Taxes With regards to the new order, we will coordinate, with our customer service team to provide you with a promotional
code, so that the discount is applied to the order and will then reduce your Duties and Taxes As you may know we cannot simply adjust this rate as the amount is based on the cost of the item and is based on Canadian laws and not a Yoox imposed charge.We look forward to your return and will send an additional email with a new discount code.Best regards,*** customer care team

Dear ***: Thank you for your email We reviewed your case and can confirm that your item cannot be accepted as a return solely based on your length of ownership It is unfortunately, outside of our return time frame and again you were offered a Price adjustment as a courtesy
We ask that if you would like to continue this dispute to contact your Financial institution directly.We are truly sorry for the inconvenience Best regards,***Customer Care

Dear ***:Thank you for your email A review of your orders show that your returns are extremely past our very generous time-frames and unfortunately, items cannot be accepted if they are not within the Return Policies As a courtesy, we contacted you to obtain a correct shipping
address to return your items, but were told that you will not be able to comply with our request At your time of purchase you also agreed to our Terms and Conditions which outlines that we reserve the right to refuse the acceptance of returnsIf you are able to send a return address, please do so immediately so your items can be sent to your attention Note that we have extended the hold due to this complaint and will need to resolve this matter within hrs.Thank you,*** Customer Care

Hi ***,Thank you for your email We take your matter seriously and as outlined in our emails your order was carefully reviewed before a reply was submitted There are things to consider as for example a return label in included in all orders so a return can be made at a base charge of
$ Additionally, you the customer can return the item at your own expense, or as a courtesy our team is able to send a replacement return label. Unfortunately, your item is extremely our of our return time frames and there is no indication of your contacts on the dates you mentioned We truly apologize for the inconvenience as a refund cannot be issued at this time.Best regards,yoox.com Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Thank you for your feedback *** We are truly sorry to hear your concerns.As indicated previously, this information is displayed on *** Legal area We want to make sure that this information is not again missed and have listed it below It can be found under General Terms and Conditions of Sale:These General Terms and Conditions of Sale govern the sale of merchandise by YNAP Corporation ("YOOX USA" or "we") to you through the US section of *** (the "US Site")The US Site is available only for purchases within the United StatesYour use of the US Site to purchase merchandise indicates your agreement to follow and to be bound by these General Terms and Conditions of Sale.ORDERSAll orders are subject to written acceptance by YOOX USAAll orders will be confirmed by YOOX USA, in writing, by e-mailMerchandise displayed on the US Site may be out-of-stock or discontinued.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.Thank you,*** Customer Care

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved since they have agreed to give me a refundThank you for your help in encouraging them to engage with me and find a fair solution!
Sincerely,
***

Hi [redacted]We are sorry that you could not take advantage of this promotion and we will gladly offer you a 20% price adjustment on your order [redacted].  Please note however, that because we offer items at an already high discount rate and offer periodical sales, we are typically unable to...

offer Price adjustments. We are sorry for any inconvenience and remain at your service should you require further assistance.   Thank you, Customer Care[redacted]

Thank you for your email regarding your order.Please note that as we take this claim seriously, return fees are automatically waived once your return is received using our label.  Please proceed with a return at your earliest convenience ensuring that you follow our return policy.Best...

regards,[redacted] 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:

[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,
[redacted]

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

Customer placed their first order with [redacted] on November [redacted], 2016, which was delivered to their residence on November [redacted] 2016. The order contained 3 pair of shoes priced as follow: $1,100, $1,485, and $140. The customer then contacted us via email 19 days after receiving their order on...

November [redacted] claiming non-receipt of two out of three shoes ordered. The customer stated the only item received was the $140 pair of sneakers and the $1,100 sneakers and $1,485 shoes were not included in their delivery. After launching an internal investigation we were able to confirm accurate stock levels of these items indicating they were shipped from our facility. We then launched an investigation with [redacted] but after nearly a full month had passed, we decided to remove the customer from the situation and issued a card refund of $2,822.06 (including tax) for the two items claimed as missing.Customer now placed his second order [redacted] on November [redacted], 2016 for three more items: one backpack $125, one leather football $650, and one pair of sneakers for $970. Customer created a return for all items but when the package was received back from the customer on December [redacted], 2016, the sneakers valued at $970 were not included in the returned package. We issued a refund for the two items received and cancelled the sneakers from the returns request assuming the customer decided to keep this item. The customer contacted us via Live Chat nearly two months later on February [redacted], 2017 asking for the refund for the sneakers that were not received by [redacted].As the customer is now forming a pattern of reporting merchandise as missing upon both receipt and return, we have denied their request to issue a refund for items which were not received back at our facility. We suggest for the customer to file a charge back with their credit card company for this transaction if they choose to pursue a further resolution.

Dear Revdex.com,   A [redacted] investigation was opened in regards to the claim of non-receipt for order [redacted] and [redacted] on 7/** to which [redacted] requests 8 business days to conduct the proper metrics before claiming a loss or a fault of delivery. We apologize that [redacted] expectations have not been...

met and the order has been credited in full and will show on her next billing statement.   Thank you