Description

An ad on Facebook advertised for high-quality clothing, through which I ordered an "Arden Button-Up Cashmere Sweater Vintage" and "Diana Merino Pullover - Maroon". The order was placed on Sept 21, and an email confirming delivery (from China) of both items was received on Oct 18 (i.e., one month later). However, only one of the sweaters was delivered, the other was not included in the package, in contradiction to the delivery confirmation email. The one sweater received, which was supposed to be the Arden Button-Up Cashmere Sweater was definitely not cashmere. It was much lower quality, with no tags anywhere to indicate what material it is made of, where it was made, or how it should be laundered. I think it is some low-quality polyester/viscose blend. It is also much smaller than was advertised on the size chart. I emailed their customer support email and received the following response, which does not mention how they intend to resolve the missing sweater. Their message is strictly about the return process for the sweater I received but was not at all as advertised. The process they suggest essentially represents a bait-and-switch. I paid $59 for a sweater; they sent a cheap knock-off that I never would have purchased, and are now only offering a 20% return of what I paid. They claim to be in Australia, despite the item clearly being shipped directly from China to the U.S. "We can assist you with a return, however, it would have to come to our Australian address (most of our customers come from the AU, that’s why we have it there). Please note that shipping costs may be high due to the weight of the package & distance, and they’re the responsibility of the customer; but I spoke to my manager earlier and we came up with a few options that might be more beneficial for you. We, as a company, will be at a loss on this order either way, so here’s what we could do to make things easier for you: We’re happy to let you keep the item (maybe it comes in handy one day, maybe it can be gifted), in order to help you avoid paying the hefty shipping fees, and we’ll still instantly refund you 20% of what you paid. That may end up being a little more than what you’d be left with if you were to pay a return fee, so I really think this would be a lot cheaper. We’ll take the loss, no problem. Your happiness = our goal. If Sizing was the issue: we can offer you a free replacement. You can still keep the current order, you would just have to pay for the replacement shipping cost to you - which is significantly cheaper than paying for a return (because we have contracts with carriers from here, due to our large shipping volume). If you decide on this option, please let us know the size and color you would like, and i will create a new order for you and request payment of shipping in an email. Alternatively, you can get a different, new item for free from https://lacceti.com/. That means you still won’t have to pay for return fees, and on top of that, you get a product for free. If the new item is more expensive than your current one, you only need to pay the shipping cost & difference. Take a look at our store and let us know what item you’d like! I’m trying to make sure I don’t let you go with the least beneficial option for you, which in this case would be the return."