Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will not be paying a return fee for an item that I originally sent and has now been incorrectly determined to be fake. The item I sent was 100% authentic, and I stand by that. This situation is completely unacceptable!!!Fashionphile used to be a reputable companyIve made deals over $200k working with them over the years. However, their authentication process has significantly declined. They recommend me to using a third-party website before. I followed their recommendation and had my item authenticated, which confirmed it was genuine. Yet, when I sent it to Fashionphile, they rejected it as fake.All my items were originally purchased from authorized retailers years ago, and yet they repeatedly reject my pre-owned merchandise as inauthentic. Its beyond frustrating. I used to truly enjoy working with them and even recommended them to others, but not anymore.They seriously need to hire more qualified professionals for their authentication teamthis is not a minor issue. Its disappointing to see such a once-trusted company become such a waste of time.

  

  Business Response

  Date: 07/28/2025

  Thank you for taking the time to share your concerns with us. We are deeply sorry for the frustration and disappointment this situation has caused. Your trust and loyalty over the years mean so much to us, and we truly value the relationship we have built with you.
  Authentication is the foundation of the trust our clients place in FASHIONPHILE. Each item is carefully reviewed in person by our team of experts, and I understand how upsetting it can be to receive an inauthentic determination when you are confident in your item. I also recognize how disheartening this may feel, especially given your positive history with us.
  I understand youve spoken with our authentication team, who shared their detailed findings and the reasons we were unable to purchase your item. I also appreciate the additional steps youve taken by consulting third-party authenticators. Even so, after a thorough in-person review, we must stand by our decision, as the buying team identified key inconsistencies that do not align with the brands standards.
  That said, because of your long-standing loyalty and relationship with us, we have reinstated your account so you can continue doing business with us.
  Please know that we truly value your partnership and are always here to assist with any questions or concerns. We hope to have the opportunity to continue earning your trust in the future.

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a ring I had purchased from Fashionphile for over $2100 with a prepaid label, provided by them using *****. It was returned during the return period with all tags attached. I have the receipt from ***** that I dropped the ring off. It was delivered to and signed for by fashionphile on June 17. I was never issued a refund. Since that time I have sent 2 emails and spoke to them twice by phone and was never told why I was not issued a refund. They then referred me to their claims department without explanation and still have not told me what the issue has been. It is now over 1 month and I still do not have any answers from Fashionphile. This is a company that I have spent many thousands of dollars purchasing their items over the years. It is very concerning to be treated this way by a company that I have been a loyal customer of for many years. To date I still have no answers from Fashionphile.

  

  Business Response

  Date: 07/24/2025

  Thank you for reaching out and sharing your concerns regarding your recent return to FASHIONPHILE. Please know that we take matters like this very seriously, and our team immediately began working with the courier to confirm the status of your return.
  During this process, we were notified that a chargeback was filed with your bank. Once a chargeback is initiated, the courier claim is closed, and all communication must proceed through your financial institution and our internal investigation team. Once the investigation is complete, you will be promptly notified of the outcome.
  I understand how stressful this situation can be, and I truly appreciate your patience and understanding as this process unfolds. I kindly encourage you to stay in touch with your bank for updates while we work diligently on our side.
  

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a The Row bag ***** Python $800 buy out and it was received from Fashionphile on 6/28/2025. Item has been vetted and awaiting payment to be sent to me via check since. I have called and emailed numerous times yet no one replies or answers. They recently changed to paper check pay out after they had some weird internal shady doing of changing a clients consignment to pay out to someone elses ****** so this whole thing has been really suspicious especially not receiving my payment. No one answers their phones or emails. I am asking for my payment to be sent to me asap.

  

  Business Response

  Date: 07/23/2025

  Hi Sai,

  
  Thank you for reaching out, and I sincerely apologize for the delay in response and for any frustration this situation has caused. I completely understand your concern, and I want to assure you that we take matters like this very seriously.
  A member of our *************** team will be reaching out to you shortly to review the status of your payment and ensure this is resolved as quickly as possible. We truly appreciate your patience and thank you for bringing this to our attention.
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent pictures of a Vintage Dior Handbag to sell.Please keep in mind it is 25 plus years old. In those pictures included a date code stamp, damage, hardware, inside, outside, material,etc. I assumed those photos are looked at and verified prior to offering a buyout, including verifying date stamps and serial numbers. I got a quote, accepted the offer and sent my bag in. They processed and "authenticated" my bag, only to email me and tell me it is inconsistent with some material and hardware. In other words, it is fake. I am beyond offended I have purchased from this company Now they are holding my authentic Vintage Dior bag hostage in exchange for a $75 fee due to incompetence of their "master authenticators"This is poor business practice.Had they been masters they'd have been able to verify the bag is authentic I would like my authentic piece of merchandise sent back to me without having to pay the $75 fee.If this can't be done, I'd like someone else to look into authenticating a vintage bag I know is real.

  

  Business Response

  Date: 07/21/2025

  Thank you for taking the time to share your concerns with us. We truly understand how meaningful your Vintage Dior handbag is to you and how upsetting it must have been to receive news that differed from your expectations. Please know that we never intend to cause frustration or disappointment, and we genuinely value the trust you have placed in us over the years.
  When we receive images for an initial buyout quote, our team uses them to provide a preliminary estimate based on the visible details. However, our full authentication processwhich is carried out once an item arrives in personis far more detailed and thorough. This step is essential, as photos alone are often insufficient for verifying certain characteristics, especially with vintage pieces where hardware, materials, and other markers of authenticity can vary over time.
  Our authenticators are highly trained professionals who undergo a minimum of six months of brand-specific training before evaluating items independently. Their expertise and attention to detail are the foundation of our commitment to protecting both our clients and our brand. In your case, our team found inconsistencies with the materials and hardware during the in-person review, which meant we could not confidently confirm the handbags authenticity. We fully understand how upsetting this result may feel, particularly given your confidence in the authenticity of your handbag.
  Regarding the $75 return fee, this is a standard charge outlined in our terms when we are unable to proceed with listing an item. However, as a gesture of goodwill, we have waived the fee for your handbag and will ensure it is returned to you promptly. Please note that we may not be able to waive this fee in the future, as it is clearly stated in our terms and conditions.
  We sincerely appreciate the opportunity to address your concerns and want you to feel supported throughout this process. 

  Customer Answer

  Date: 07/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They issued me scammed gift code which is not working I called up the client service and tried to used my gift code to my reserve item and I was told my gift code is not working and I was connected to another client service which I waited for exactly an hour and 23 mins and still no answer. This is how bad the business doing their business

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing this matter to our attention. Im truly sorry to hear about your recent experience and the frustration it caused while attempting to use your gift code and connect with our *************** team.
  Please know that it is never our intention to cause inconvenience, and we sincerely regret the extended wait time you experienced. I understand how important it is to receive timely and effective supportespecially when a technical issue is preventing you from completing a purchase.
  After reviewing your account, Im glad to see that the gift card code you provided was successfully applied yesterday. Its a positive sign that everything is now working as expected.
  If you have any remaining questions or need further assistance, please dont hesitate to reach out. We value your business and are committed to ensuring your continued satisfaction with FASHIONPHILE.

• Initial Complaint

  Date:07/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on June 29 for an hermes bag priced at $9821. On July 1, my order was cancelled without any explanation. I did not initiate the cancellation.After multiple failed attempts and waiting on hold for hours, I finally reached their customer service. I was told the order was cancelled because they could not verify my information. However, no one from Fashionphile ever attempted to contact me by phone, email, or any other means. I was given no opportunity to clarify or respond before the cancellation. This is highly unprofessional and unacceptable, especially considering the high value of the transaction.I also sent multiple emails to their customer service, all of which were ignored. This lack of communication is incredibly disappointing for a first-time customer.What makes the experience even more frustrating is that the exact same item was immediately relisted on their website after my order was cancelled. I placed the order specifically for an upcoming event, and the cancellation has delayed my plans significantly. The uncertainty around whether my new order will go through has caused unnecessary inconvenience.I have since placed a new order for the same item and I want clear assurance that it will not be cancelled again.

  

  Business Response

  Date: 07/03/2025

  Thank you for taking the time to share your experience. I want to sincerely apologize for the frustration and inconvenience this situation has causedespecially as a first-time customer preparing for a special event.
  I completely understand how disappointing it must have been to have your original order canceled without advance notice or a clear explanation. Please know that this is not the level of service we aim to provide, and I genuinely regret that we fell short in your case.
  When an order is placedparticularly one of high valueour system may initiate a verification process as part of our efforts to prevent unauthorized transactions and protect our clients. In your situation, the order was flagged for verification, and unfortunately, it was canceled before any direct outreach was made. This was a failure in our process, and I want to personally apologize for that.
  Ive reached out to my team directly to check on the status of your new order, and well do everything we can to ensure a smooth and successful experience moving forward. A member of our *************** team will be contacting you by email shortly with an update.
  Additionally, I want to apologize for the delay in responding to your emails and for the extended hold times you experienced. We are currently experiencing an unusually high volume of inquiries and are working diligently to assist everyone in the order received. That said, I completely understand how frustrating the delay must have been and truly appreciate your patience.
  Were grateful youve chosen to place another order with us, and were committed to making things right. If theres anything further we can do to support you, please dont hesitate to reach out. 

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an item as a seller to FASHIONPHILE it was a Chanel wallet they authenticated it on June 11, they found it had some painting on it not disclosed to me so they choose not to take item. They sent me an email saying they would return item at their expense.!on third or Friday either 19th or 20 th spoke to their cs and they said it was on rack to be mailed on Friday. I have gotten no tracking numbers and my ****** has not been returned . I did call them on Monday 23 rd was on hold for 45 mins then sent word for a callback. Got no callback. Also called on Tuesday June 24th with no call back. Very disappointed at unhappy with companys in professionalism. I want my Chanel wallet back asap I have sold many pieces with them but lately there customer service has been lacking. Worried that this wallet is lost or taken so really want my item and response

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The buyout I shipped to Fashionphile delivered on 06/18 and they checked items sent out the payment check to me on 6/20, but they sent the check to wrong mailing address. I tried to contact them to revoke the check and resend to correct address, called them hundreds of times but no one answered, I emailed them on 06/21 and they replied to me will get back to me in 2 business days. As of now, 6/24 I still have got anything from me. It's a thousand dollars check and their disappeared makes me so anxious, please help me, thank you!

  

  Business Response

  Date: 07/29/2025

  Thank you for bringing this matter to our attention. I want to sincerely
  apologize for the frustration and anxiety this situation has caused. We fully understand how
  important it is to receive your payment promptly and how concerning it must have been to
  experience delays and difficulties reaching us. Your experience is certainly not what we want for
  any of our customers, and I deeply regret the inconvenience this has caused you.
  I am pleased to see that this matter has now been fully resolved and that your check has been
  mailed to the correct address. We truly appreciate your patience and understanding as we
  
  worked to correct this issue, and we remain committed to ensuring that situations like this are
  handled with the utmost care and urgency in the future.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ************* purse on May 17, 2025. I received the bag and when I used the bag, the pin fell out of the handle and the handle fell off. I am not able to get this bag repaired and it is unusable.I have made multiple attempts to resolve this issue with Fashionphile and am told the case is under review and a supervisor is not available to take the call. I am out $1050.00 for this purchase and I want a resolution immedietely.

  

  Business Response

  Date: 06/24/2025

  Thank you for taking the time to share your experience. I want to sincerely apologize for the inconvenience and frustration you encountered with your recent purchase.
  After reviewing your case, Im pleased to see that you were able to connect with a member of our *************** team who helped bring this matter to resolution. I also want to thank you for your patience as our leadership team conducted a thorough review and ultimately resolved the issue in your favor.
  Im especially happy to see that youve chosen to receive store credit with us, giving you the opportunity to find something you truly love. To help ensure your next purchase aligns perfectly with your expectations, I encourage you to take advantage of our complimentary ************************** Our associates are happy to provide detailed information and additional photos of any item you're considering, so you can shop with confidence and peace of mind.
  At FASHIONPHILE, were committed to providing a positive and trustworthy experience, and we never want our clients to end up with an item that doesnt meet their needs. Were grateful for the opportunity to make this right and look forward to helping you find something thats just right for you.

  Customer Answer

  Date: 06/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up an appointment to sell two items. Upon arrival the check in staff asked if I had received. phone call and was alerted in advance of my appointment that ACH cannot be made for ********** one called, and I was not informed until l actually arrived. The check in desk said that someone from fashionphile was calling all appointments, I assured that did not happen.I'd like to recieve a discount code or make good option for this issue. My appointment took twice as long as she indicated upon arrival and then the no ACH option was not communicated prior to my appointment which is manipulative; allowing a customer to get to the appointment then pull a switch on them is deplorable

  

  Business Response

  Date: 06/20/2025

  Thank you for reaching out and sharing your experience. I am genuinely sorry for the inconvenience and frustration you encountered during your recent in-person appointment. Please know it is never our intention to disrupt or diminish the experience we strive to provide our clients.
  I apologize that you were not informed in advance about the temporary pause on ACH payments. I understand how important it is to have clear communication around payment options, and I regret that this was only brought to your attention upon arrival. This was the result of an unforeseen issue that we are actively working to resolvenot an attempt to mislead in any way.
  Our records indicate that a check payment was issued to you on June 17th for the item. While I understand this was not your preferred payment method, I truly appreciate your flexibility and patience under the circumstances. Please rest assured that we remain committed to reinstating ACH as a payment option as soon as possible.
  Additionally, I want to sincerely apologize that your appointment took longer than expected. We aim to make the selling process efficient and respectful of your time, and I regret that this was not your experience.
  Your time and trust mean a great deal to us. We are grateful you chose FASHIONPHILE to sell your items and hope to have the opportunity to serve you again in the future.

  Please be on the lookout for an email from our *************** team. Again, thank you for your feedback and for giving us the opportunity to address your concerns.