YOOX Net-A-Porter 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 will never shop at Yoox again anyways so I do not know why there is constant repetition of that as it was clear the first time. Companies that hide policies and sell damaged, old, and samples not for sale clothing will never get another penny from me. Transparency is a true value in the United States and the fact that you take advantage of customers and hide things is testament to the new light I see this company in. I suggest you let your customers know about your shady practices and poor customer service.   
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],We truly apologize regarding your dissatisfaction outlined with our service and practices.As we try to ensure your security and protect you against theft, we may ask from time to time for additional security checks.  Such as a copy of your credit card to ensure validity or a...

Transaction Authorization number from your financial institution.  Since you agree to use our site, we unfortunately, cannot proceed with an order if a customer refuses further verification.  We certainly do understand your perspective and truly hope that this in no way affects your faith in us. We remain at your service.Thank you,[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:

[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]Those are just few examples. Thanks]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dea[redacted], Thank you for your email.  Our records indicates that our team replied to you with a viable solution on July [redacted].  We kindly ask that you check the contact.  Yoox.com Customer Care

Dear [redacted]: Thank you for your email.  First we will like to advise that we will be more than happy to refund your shipping charge as a one time courtesy.  The agent replying to your email, however, correctly advised you; as our records indicated that we offered Free Standard...

Shipping on order over $200 between the dates of February [redacted], 2016.Keep in mind that our sites also display your full order amount before completing an order.  If for any reason, you dispute the amount, please contact our customer service team before submitting your order.If there are any additional questions, please do not hesitate to contact us.  Best regards,yoox.comCustomer 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.
Sincerely,
[redacted]

Dear **,Thank you for your email regarding your order.As we make it an interest to assist our customers.  We show that a thorough investigation was performed as you claimed missing items.  However, our records indicate that the items were successfully delivered to the address you indicated...

at the time of purchase.  Additionally, we show that the Suite # indicated  on this delivery information was for a Freight Forwarder.  We kindly ask that you contact your Parcel Recipient as we cannot issue a refund at this time.Best regards,[redacted] Customer Care

Hi [redacted],Thank you for your email.We are sorry to hear of your displeasure with our decision.  Note that [redacted] offers a Warranty as a courtesy as we are not the manufacturer of the items sold.  It is also at our discretion to honor a refund, however, this is percentage based as items...

can also become damage by Use or Natural wear and tear.  Please note that our Terms and Conditions of Use indicates that you agree to use our site and agree to said terms and conditions.We remain at your assistance and kindly ask that you reply to the original communication with a PayPal email address indicating that you agree to receive a credit.  Thank you,[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:

[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] ** [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,
[redacted]

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.  [redacted] agreed to issue a credit of $56.00 back to my credit card which is the original form of payment made for the [redacted] dress pants.Thank you very much to the Revdex.com for your assistance in the matter.
Sincerely,
[redacted]

Hi Revdex.com Dispute Analyst,   I am responding to a customer complaint that has been filed. ID # [redacted]. I am responding to your letter sent to Chloe, Inc. on January *, 2017.  I spoke to the representative on the phone and she said I should email this address and reiterate any policies...

related to our company’s response.     All Chloe bag damage cases are sent to our headquarters in Paris. The leather technician there approves if a bag is a quality issue (manufacturing defect) or if it is a customer wear and tear issue. [redacted]’s case did not come back as a quality issue. Her bag is several years old and has been considered a time and usage issue. It is not a quality defect. Our exchange/store credit policy is only possible within 7 days of purchase at our Chloe boutiques. If the customer purchased outside of Chloe at a wholesaler, then she will have to take the bag back to the point of sale. But in either case, because the bag style is more than 1 year old (the style is from 2007 winter), we cannot accommodate any of these possibilities, even if it were a quality issue.     Please advise if you have any questions. Thank you.     Best, Stella       STELLA KIM CRM Coordinator   [email protected]   645 FIFTH AVENUE 5th FLOOR NEW YORK, NY 10022 TEL: 1 917.606.7035 MOB: 1 347.218.0160 WWW.CHLOE.COM

Dear [redacted],Thank you for your email regarding [redacted].  We are truly sorry to learn of the inconvenience caused and although we stand behind the authenticity of our products sold, we typically cannot verify the actual care of any items in question.  The clarification sent...

previously was solely based on experience with this fabric and was not specific to your item purchased.  Your return was solely refused as we are only able to accept items that are in new and unworn condition.Since we are unable to offer you any additional compensation in the form of a store credit and issues like this are typically resolved differently.  We have provided a full refund for both items as an exception and hope that this experience in no way deters your faith in us and look forward to assisting you again.Best regards,Yoox Customer Care team

Hi [redacted],Thank you for your email regarding your order.  We certainly apologize about the inconvenience experienced with your order.   As our team kindly explained, we are unable to offer an exchange on an item that was sold as final sale.  Our records indicate that a return...

was allowed and you were offered a price adjustment on a future order.    We look forward to assisting you in the future.Best regards,[redacted] Customer Care

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]

Hi, This customer did not enter any unique info in this case and the contact information the customer entered is for our customer case.  Thank you

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

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]
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,
[redacted]

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

Hi [redacted], Thank you for your reply.  Can you please clarify your reason for rejection? Yoox.com customer care

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