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:05/19/2023

  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 purchased the Louis Vuitton (LV) bag online and the description said "in store pickup only". The description did not indicate that there was any wear or water/oil marks on the leather. When there is slight wear or blemishes the information is listed with the item. This was not the case for the LV bag. There were immediately visible water/oil markings on the bag and not included in the description. I went to the store to pick up the bag. When I asked for a refund, they told me they would only provide a store credit. I tried to find other suitable items in the store that were desirable and comparable in cost, and could not find any. I mentioned to the associate, David, that this was my first time seeing the bag since they would not ship a bag that says "in store pickup only" and that I would not have purchased a bag for $1200 that was clearly damaged. He said that "some people like the 'worn look' of the bag and that it is a sign of aging". I told him not me and that when I chatted them online to ask for pictures of the Gucci bag before I made the purchase, I was told that "there were no other photos". I told him that if you would not send me pictures of the Gucci bag, then how was I supposed to know the LV bag was damaged? He made an excuse about things that happened in the past which is why they do not send customers pictures and that their Instagram page messaging sometimes works and sometimes does not. I am absolutely devastated to be out of $1200 in the middle of a near recession. I did not find any other items in the store that were quality and not damaged that I could exchange for the cost. I even looked at shoes. I would like a refund for the cost of the LV bag. A store credit is not feasible if the venue does not have quality items. In the store, I witnessed David refund the cost of an item to another customer after an associate made a mistake and charged the customer's card. This business is not operating with integrity and I want a refund for the LV bag.

  Business Response

  Date: 05/24/2023

  Thank you for shopping with us Ms. ***. We are grateful for your business. I had spoken with Ms. *** over the phone as well as through a messaging service on social media. We had discussed our exchange policy over the phone and she understood it prior to the purchase. Our exchange policy is also clearly listed on our website under “POLICIES”. Ms. *** actually purchased four handbags through our website. Ms. *** stopped in two months after she made the purchases to pick up her items. She decided that she wanted to return all four item. I accepted her exchange request and per our store policy credited her account with store credit for future purchase. This again was explained to her over the phone as well as on our website before purchase. I also explained to Ms. *** that as a consignment shop we cannot pull funds back from consignors after someone purchases their items. This is the main reason we are only able to offer store credit in her situation. We feel that this is a very unfair complaint as Ms. *** was very aware of our exchange policy before making any purchases. Ms. *** has access to use her store credit at anytime and I let her know to call me at anytime if she had any questions about condition of items. I let her know that I would be as helpful as possible helping her find replacement items that she could be happy with. Hopefully Ms. *** will be happy with our service in the future.

  Customer Answer

  Date: 05/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Keona ***

  Customer Answer

  Date: 05/24/2023

  There was no indication in the item description that the bag was damaged. Unlike the other items purchased that had clearly stated the condition of the bag, the description of the LV did not indicate there was damage. This bag is over $1000. I made every attempt in person to find a suitable alternative bag or a group of items to total the $1200 that I paid for the LV bag. There were no comparable items. On the phone, the associate did NOT say that the items could only be exchanged. He said that they did not mind holding the bags until I was able to come to the store. When I asked for photos of the other damaged bag before I purchased it, they said they could not send photos. This vendor is not acting with integrity and has taken $1200 of my money that I cannot just leave in a store credit. It is fair for them to offer a store credit for the other items that I returned but not for this item that I never had the opportunity to inspect before I purchased it. I was under the impression that the “store pick up only” policy meant that I could inspect the bag at the store and if not happy could return it for a refund since I never had it in my possession. A store credit for a $1200 purchase is unrealistic. The vendor did not act with integrity by posting anything in their description alluding to the poor condition of the bag. When I compared the descriptions of the bag I purchased to other bags in the shop that they consider “new,” those descriptions were identical to the description of the LV bag that I bought. Not indication of stains, tears, or markings. 

  Business Response

  Date: 05/24/2023

  
  Ms. *** purchased four handbags from our website for in store pickup. She made two separate purchases. On the first purchase she purchased three handbags. Prior to  making this first purchase Ms. *** spoke with us directly over the phone as well as through a messenger service on our social media. She specifically asked us about our exchange policy, the length of time we would hold these items for her, and she did also inquire about the condition of at least one of these items. We answered all of her questions and per our phone conversation she was in clear understanding of our exchange policy. We we’re very responsive and we were able to address any concerns that Ms. *** had prior to making her first purchase. We clearly stated to her that she could pick up the items at her earliest convenience. We were also clear about our exchange policy and we stated that due to the nature of consignment sales, we could not offer a refund, but if she wasn’t fully satisfied with the items at the time  of pickup that we could offer her in store credit towards a future purchase. Understanding this Ms. *** made her first purchase. Shortly after that Ms. *** made her second purchase of one additional handbag. Prior to making this second purchase Ms. *** did not make any inquiries about the overall condition of the preowned Louis Vuitton, but she  was able to view each one of these items from several angles in photos on our website. Ms. *** arrived two months after making these purchases to pick up these two orders. She then said she was not happy with the condition of the Louis Vuitton. We were very accommodating and let her know that we would proceed with the store credit and assist her as much as possible towards finding an exchange item in the future. She then demanded refunds for all four items. She did not provide any reason for wanting to exchange the other three handbags , but we were happy to accommodate her and we provided the store credit for these items well. Per our exchange policy and our verbal clarification of that policy over a phone conversation with Ms. ***, we again feel that the request is very unfair. Ms. *** has access to use her store credit at anytime in the future per our exchange policy, and we will be as helpful as possible assisting her in finding an acceptable exchange. Again we clearly addressed all of this directly to Ms. *** prior to her ever making a purchase.

  Customer Answer

  Date: 05/24/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: the vendor is being dishonest in their response. We never spoke about the LV bag on the phone, just about the ability to see the bags in person that were listed as “in store pickup only” and that they would hold the items that I purchased. 
  

  The LV bag was purchased after the first 3 bags but I did not see any of them in person until I came to the store. The exchange on social media was only about the Gucci bag that had a broken chain link. When I asked for more photos of that bag my request was denied. I never saw pictures of the damage to the LV bag because it was not listed as damaged/stained. I have included photos of the description listings. 
  

  The associate, David admitted to me in person that they do not send pictures via social media because it was too time consuming for them. So for him to now state that I could see pictures and/or that we spoke about the LV bag vía social media is false. 
  

  They are indicating that they are a consignment place that cannot get the money back from the sellers. I am being targeted for a purchase because they will be out of money. Now that’s not fair. I am fine with a store credit for the Gucci, Prada, and Red Valentino bags but that one LV cost more than those three bags combined. Why are they not being held to consumer standards for items? They are saying this is unfair but as a business they sold an item that was damaged and posted it like it was not  

  
  
  
  Sincerely,
  
  
  
  Keona ***

  Business Response

  Date: 05/29/2023

  Ms. *** I recognize that this is your first time shopping with us and I understand that you are not in full agreement with our exchange policy, but I would simply ask you to give us the opportunity to make it right. Over the past week we have received several wonderful collections of designer handbags and we are currently preparing them to go out for sale. If it is ok with you, I would like to invite you in to visit us and take the opportunity to see these items before we release them for sale to the general public. I truly feel that if you would give us the opportunity to find a replacement piece for you we would not let you down. Please give us a call at our shop if you would be willing to allow us the opportunity to resolve this issue and hopefully earn your business in the future.

  Customer Answer

  Date: 05/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I really appreciate the vendor going above and beyond to help us resolve this issue in a way that is fair and beneficial for us both. I am thankful for the opportunity to speak with the vendor directly and I appreciate the level of professionalism of the associates. 
  
  
  
  Sincerely,
  
  
  
  Keona ***