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:10/07/2022

  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.

  Order number ******** I purchased a bag on August 4,2022 and I was not satisfied I shipped the product back for a return on 8/5/2022 Marc ********************** received the product on 8/22/2022. I had not received my refund in 10 business days. I called customer service and they said they were backed up but they had received the bag. She said she would put in for a manager called back within 24 hours and I never got a call back. Today October 6 2022 no refund. I called again and they gave the same excuse. I paid ******************************* $317.87 and have not received a single cent of a refund. I was told by a customer service rep it could take up to 30 days for a refund and I still have not received anything. They have not tried to resolve the problem even though I have an open case number ********. I spoke to ***** on 10/6/2022 and I was on hold the entire time while she proceeded to tell me shes actually supposed to off but shes still here because I did not want to hang up until I spoke with a manager while I was on hold ******************* up on me so I had to call back and start again. Ive waited an hour for absolutely nothing.

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Marc Jacobs International, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 11/30/2022

  ****** ******** ******
  ** ********************************************************************************** *****
  
  
  
  RE: ********
  
  Dear Sir or Madam:
  
              This letter is regarding the complaint filed by against ******************************* |Official Site a website that Radial, a bpost company provides customer service for.
  
  We investigated ************************* concerns and found that the order ******** placed on 8/4 was credited on 11/4/22 in the amount of $317.87. This is outside of our normal timeline, and we do apologize for the delay.
  
  We hope this has resolved all concerns involved with this order.
  
  Thank you for your assistance in this matter and for helping us to expedite the resolution process.
  
  

• Initial Complaint

  Date:10/05/2022

  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 purchased a purse on the Marc ********************** website. The website stated in two different places that items would be shipped in 1-2 business days. After 2 business days I checked my email because I had not seen a shipment email. The only email I had received was a confirmation email saying due to the large number of orders that the shipment would not ship for 5-7 business days and the order could not be cancelled. I emailed and called them asking if there was anyway I could get it shipped any sooner or could I please have a refund. I was sent a standard response that said the same thing the confirmation email said. I emailed and called back asking for a refund. I was told that a request would be put in for a refund but they could not guarantee it. It has now been 2 months since the original purchase and I am still waiting for the refund. I called again today and spoke with a supervisor that stated again that I would receive the refund in 7 to 10 days. They have given me the run around since I placed the order. I have multiple emails and phone calls logged requesting the refund.

  Business Response

  Date: 11/06/2022

  ******** ** ****
  
  ****** ******** ******
  ** ******************
  **** *****
  ********* ** *****
  
  
  
  *** ********
  
  Dear Sir or Madam:
  
              This letter is regarding the complaint filed by against ******************************* |Official Site a website that Radial, a bpost company maintains and operates.
  
  We investigated ***** ******** concerns and found that the order ******** placed on 8/14 was cancelled per the request and the card was not charged.  We do apologize for the delay.
  
  We hope this has resolved all concerns involved with this order.
  
  Thank you for your assistance in this matter and for helping ** to expedite the resolution process.
  
  
  
  
  Sincerely,
  
  
  
  ****************
  Brand Specialist
  Level 3:Escalation
  Radial, a bpost company
  
  
  

• Initial Complaint

  Date:10/05/2022

  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've never done this before and hope that it gets escalated. This seems like a small, silly thing; however, I am reporting **** ********************** for infractions upon their return policies.On at least 5 occasions, I have tried to request a return label from them. I ordered a pair of pants on 9/13/2022 for $395 + tax from their online store. I was able to actually get the pants in the store. The shipment was delayed and when I received it, I wanted to return them. They stated that a return slip would be in the box that the order came in. There was no return label and the shipping packet instructed me to call their customer service number at **************.Over the course of the next several weeks, I called Marc ********************** 5 times to request a return label because none was ever sent to me. They said they sent it; however, when I called tonight, the associate (*******) told me that all previous attempts were closed and no return label was sent out. He submitted another ticket. I now have to wait another 2 days to see if this one will go through or if they will neglectfully cancel this request.They have NOT tried to resolve this issue. I left 3 messages for a supervisor to call me back. Each time, the associate tried to connect with a supervisor and none could be reached. 3 messages later and I still have no return call from a supervisor.This is ridiculous. They are trying to wait me out of the 30 day period so I have to keep the pants and waste the $395+tax that I need returned.Their business policy is criminal. I need help getting this resolved. I don't have $395 to **** away like that.The order # is ********.Please call me at ************ for any questions. Thank you for your help!JBR

  Business Response

  Date: 11/06/2022

  ******** ** ****
  
  ****** ******** ******
  ** ******************
  **** *****
  ********* ** *****
  
  
  
  *** ********
  
  Dear Sir or Madam:
  
              This letter is regarding the complaint filed by against ******************************* |Official Site a website that Radial, a bpost company maintains and operates.
  
  We investigated ********************* concerns and found that the order ******** placed on 9/6 was issued a return label on 10/28/22 with return tracking ******************.We see that the label has still not been used and we will extend the return timeframe from 30 days from the time the label was issued. This delay with the label was outside of our normal timeline, and we do apologize for the delay.
  
  We hope this has resolved all concerns involved with this order.
  
  Thank you for your assistance in this matter and for helping ** to expedite the resolution process.
  
  
  
  
  Sincerely,
  
  
  
  ****************
  ***** **********
  ***** ************
  ******* * ***** *******
  
  

• Initial Complaint

  Date:10/04/2022

  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 purchased a purse for my wife and ******************************* website messed up and placed two separate orders for the same product for me. I tried to call and cancel one of the orders as soon as it was placed and I was told, We have no way of canceling orders. Once I received both orders I put the return label on one of them and sent it back to them. Over a month later I still havent received a refund for my purchase. I have called into their customer service 4 times to check the status of my refund. Each time I was told they received my return a month ago but theres no update on when Ill be refunded. The last 3 times I called I was told that it had been escalated and I would get a call within 5 business days. I never received a call from them (which is why I continued to call them). The last time I called I requested a manager and they said none were available and would return my call. Never returned my call. It has been over a month and *** spent 5 hours of my life on hold dealing with them just to beg for a refund of a product I never even wanted. ******************** * is my order number ****************** - *** return tracking number ******** Case number for my return $355.06 is my amount Im waiting to be returned

  Business Response

  Date: 11/06/2022

  ******** ** ****
  
  ****** ******** ******
  ** **** **** ******
  **** *****
  *** ***** ** *****
  
  
  
  *** ********
  
  Dear Sir or
  Madam:
  
              This letter is regarding the
  complaint filed by against Marc Jacobs |
  Official Site a website that ******, a bpost company maintains and
  operates.
  
  We investigated
  ******* *********s concerns and found that her order ******** placed on
  8/10 was credited on 10/21/22 in the amount of $355.06. This is outside of our normal
  timeline, and we do apologize for the delay.
  
  We
  hope this has resolved all concerns involved with this order.
  
  Thank
  you for your assistance in this matter and for helping us to expedite the
  resolution process.
  
  
  
  
  Sincerely,
  
  
  
  ****** **
  ***** **********
  ***** ** **********
  ******* * ***** *******
  
  
  

• Initial Complaint

  Date:10/03/2022

  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 purchased a black leather strap for my snapshot bag from Marc ********************** on 9/10/2022. The item was supposed to ship within **** business days. It has now been 23 days with no indication of when the item will ship. I have emailed on three different occasions receiving the same response as everyone else. Due to industry wide supply chain delays its taking longer than usual to process my order. Upon speaking with customer service reps I am given the same answer as well as indicating the reason for the delay is due to the warehouse move. Customers should be advised of this before placing their orders. I have purchased numerous items from other companies online without a delay such as this. Why are so many customers having this same issue? Why has my item not shipped? Why are they holding everyones money in escrow but not following through with the product? There is absolutely no transparency to the buyer which makes this whole transaction feel shady at the very least.

  Business Response

  Date: 11/06/2022

  ******** ** ****
  
  ****** ******** ******
  ** **** **** ******
  **** *****
  *** ***** ** *****
  
  
  
  *** ********
  
  Dear Sir or
  Madam:
  
              This letter is regarding the
  complaint filed by against Marc Jacobs |
  Official Site a website that Radial, a bpost company provides customer
  service for.
  
  We
  investigated ****** *******’s concerns and found that the order ******** placed on 9/9 was cancelled per their requested and the After Pay account
  refunded in full.  We truly apologize for
  any issues this has caused.
  
  We
  hope this has resolved all concerns involved with this order.
  
  Thank
  you for your assistance in this matter and for helping us to expedite the
  resolution process.
  
  
  
  
  Sincerely,
  
  
  
  ****** **
  ***** **********
  ***** ** **********
  ******* * ***** *******
  
  
  

• Initial Complaint

  Date:10/03/2022

  Type:Sales and Advertising 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 purchased a bag online and returned the bag. According to the tracking information, the bag was received on September 8th. I have called three times to obtain information on my refund. The first call said I still had 1 day left as it had not reached the 10th business day. The other two calls stated issues with processing items. It has now been almost a month and Ive still not received my refund. Their policy is within 10 business days to get a refund. Its now been 17 days.

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Marc Jacobs International, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 11/06/2022

  ******** ** ****
  
  ****** ******** ******
  ** ******************
  **** *****
  ********* ** *****
  
  
  
  RE* ********
  
  Dear Sir or Madam:
  
              This letter is regarding the complaint filed by against ******************************* |Official Site a website that Radial, a bpost company provides customer service for.
  
  We investigated ******************************* concerns and found that the order ******** placed on 8/27 and returned on 9/8/22 was received but not credited. We have issued credit for the full amount of $238.50. Please allow 5-7 business day for the banks to post the funds.
  
  We hope this has resolved all concerns involved with this order.
  
  Thank you for your assistance in this matter and for helping ** to expedite the resolution process.
  
  
  
  
  Sincerely,
  
  
  
  ****************
  Brand Specialist
  Level 3:Escalation
  Radial, a bpost company
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/03/2022

  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 have had the worst time dealing with ******************************* customer service. They never sent me an initial order confirmation (Order #********) nor confirmation of my receiving my return. I had to call to ask to confirm they received my return, however after this call, they still never sent me an email confirming receipt of my return. They originally sent me a damaged return label and after three calls and a fourth time contacting them by email, they finally sent me another return label (emails with call reference IDs and dates of requests attached). I placed my order July 18, 2022 (did not receive confirmation email, but my order from my marcjacobs.com account is attached). I did not like the bag and decided to return it, but upon filling out the return form and viewing the attached return label, I realized that the return label was damaged in that it was not aligned properly while printing, cutting off information and the ink was so light that I could not trust that it could be read or scanned properly. I took the label to a *** store to confirm this and they told me to contact ******************************* for a new label. I contacted **** ********************** on 07/28/2022, 07/30/2022, and twice on 08/03/2022 to request a new return label. I finally received a new return label after my FOURTH request, by email with no other information from *******************************. It came directly from ***, not Marc ********************** (attached; tracking #******************). The return was received at the Marc ********************** ECommerce Returns Unit at approximately 1:48 PM EST on August 9, 2022 (proof of delivery attached). I did not receive an email of receipt of return, I had to call to confirm that they received my delivery. This call took place 09/03/2022 because I had yet to be refunded and based off of their history, I knew I was not going to get an email. Based off of the terrible customer service I have received, I feel that I will not be refunded. This is UNACCEPTABLE and if not refunded, will dispute with *****************

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Marc Jacobs International, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 11/06/2022

  ******** ** ****
  
  ****** ******** ******
  ** **** **** ******
  **** *****
  *** ***** ** *****
  
  
  
  RE: ********
  
  Dear Sir or
  Madam:
  
              This letter is regarding the
  complaint filed by against Marc Jacobs |
  Official Site a website that Radial, a bpost company provides customer
  service for.
  
  We
  investigated Danielle Branch’s concerns and found that the order ******** placed on 7/18 was shipped and delivered on 7/20. Our records show that we
  issued several labels which do come from ***.  Due to delays the return was not processed right away.  We do see that a credit was completed in the
  amount $312.71.
  
  We
  hope this has resolved all concerns involved with this order.
  
  Thank
  you for your assistance in this matter and for helping us to expedite the
  resolution process.
  
  
  
  
  Sincerely,
  
  
  
  ****** **
  Brand Specialist
  Level 3:
  Escalation
  Radial, a bpost company
  
  
  

• Initial Complaint

  Date:10/03/2022

  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.

  on 9-9-22 i placed a order ( ******** ) after a confirmation email was sent stating it would be shipped in 5-7 business days. "Due to large volumes of orders order will be delayed" email was sent next. week later i received a email saying the same thing. attempt 1 was made to cancel my order. week later i received a 20% off coupon " for being a valued customer" still no contact from customer service . Phone attempt (2) was made auto reject after selecting what was needed. i have received anther email saying it is still delayed with no estimated delivery. on **** sent another email stating i needed it canceled due to their " delays" and a case was opened ********. they have not responded to any contact attempts.

  Business Response

  Date: 11/06/2022

  ******** ** ****
  
  ****** ******** ******
  ** **** **** ******
  **** *****
  *** ***** ** *****
  
  
  
  *** ********
  
  Dear Sir or
  Madam:
  
              This letter is regarding the
  complaint filed by against Marc Jacobs |
  Official Site a website that Radial, a bpost company provides customer
  service for.
  
  We investigated
  ***** *****’s concerns and found that the order ******** placed on 9/9
  was shipped and delivered on 10/4. When we received the request to cancel on
  9/28, the order had already shipped, and we were unable to stop the order.  The order can be returned if no longer desired
  provided it is in new condition with tags attached using the prepaid label in
  the box.
  
  We
  hope this has resolved all concerns involved with this order.
  
  Thank
  you for your assistance in this matter and for helping us to expedite the
  resolution process.
  
  
  
  
  Sincerely,
  
  
  
  ****** **
  ***** **********
  ***** ** **********
  ******* * ***** *******
  
  

• Initial Complaint

  Date:09/29/2022

  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.

  DO NOT EVER ORDER FROM MARC ************************** placed an order for blue leather Marc ********************** bucket bag for my wife as a surprise. The order was shipped on 09/02/2022 we received the order on 09/07/2022. Upon wife opening it she informed me that it was not the color she wanted, so she wanted to send it back for a different color. We called Marc ********************** about exchanging the purse and they informed us that we'd have to return the purse and we would be issued a refund, and we can place an order for the correct color. The purse was shipped back on 09/09/2022 and my tracking indicated that it was received in the Marc ********************** warehouse on 09/13/2022. In the mean time I place an order for a pair of Marc ********************** tennis shoes and received them in less than a week. By 09/23/2022 I still hadn't received a refund for the purse so I called and the rep told me that the purse had not been inspected and processed because they are behind and to wait until 09/27/2022 and I would have my refund. Of course I had not received it so I called again and a rep said that the person I spoke with on the 23rd made no notes and the purse had to be located and to wait another **** business days. I will notet **** ********************** get away with stealing my money. I will never purchase from them again!

  Business Response

  Date: 11/06/2022

  ******** ** ****
  
  ****** ******** ******
  ** ******************
  **** *****
  ********* ** *****
  
  
  
  *** ********
  
  Dear Sir or Madam:
  
              This letter is regarding the complaint filed by against ******************************* |Official Site a website that Radial, a bpost company maintains and operates.
  
  We investigated *************************** concerns and found that his order ******** placed on 8/31 was credited on 10/11/22 in the amount of $422.65. This is outside of our normal timeline, and we do apologize for the delay.
  
  We hope this has resolved all concerns involved with this order.
  
  Thank you for your assistance in this matter and for helping us to expedite the resolution process.
  
  
  
  
  Sincerely,
  
  
  
  ****************
  Brand Specialist
  Level 3:Escalation
  Radial, a bpost company
  

• Initial Complaint

  Date:09/29/2022

  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 ordered a 360 bag from the website on the fifth of september.Since then the status has not changed from "Processing Order".The bag was supposed to be a present for my girlfriend who's birthday was 4 days ago and to whom I've had to say "honey, idk where your gift is".When I email customer service I keep recieving automatic replies that do not give me a response to my question: WHY HAS MY ORDER NOT SHIPPED YET??????My order n is ************** I either want my money back, or the bag at my house very soon!!!This is the worst online shopping experience I've ever recieved and would not have expected this from such a major brand.

  Business Response

  Date: 10/23/2022

  Dear Sir or Madam:
  
              This letter is regarding the complaint filed by against ******************************* |Official Site a website that Radial, a bpost company maintains and operates.
  
  We investigated ******* ******** concerns and found that the order ******** placed on 9/5 was cancelled and nothing was charged to the card.
  
  
  We hope this has resolved all concerns involved with this order.
  
  Thank you for your assistance in this matter and for helping us to expedite the resolution process.