Hi everyone,
I know I dont post much at all but I am quite a board reader. I experienced a problem with my Pigalle Plato 120mm nude patent pumps from NET-A-PORTER and I just wanted to let you know about my problem.
I know the simple and obvious solution is to try returning the shoes but unfortunately I live in Canada and a return also involves paying duties and customs which would be almost $400.00 to return and receive a new pair. This is very unfortunate since I did not make any mistakes in the size - the shoes fit!
Here is what I've copied and pasted from my email to customer service:
This is my third order of Christian Louboutin shoes from Net-A-Porter and I have not encountered any problems with the previous two orders. I have also ordered clothing multiple times without any issues. *However, I am very disappointed with the packaging and most of all, the quality of the latest order of shoes for a number of reasons.
1. The Christian Louboutin box was dented. There is a noticeable bend in the side of the box. This was not due to mailing as the post box did not have any dents on it. I have not had this problem with previous orders.
2. The packaging of the shoes was very sloppy. The tissue paper was not covering the shoes. The plastic stick that holds the stuffing in the toe box was missing on one shoe and there was no stuffing in the other shoe. This plastic stick was thrown carelessly in the box against the shoe. Also the "will not accept returns if removed tags" were thrown around in the box under the tissue paper and over the shoes. Because the shoes were poorly packaged and did not have any stuffing in the box at all the shoe looks deformed along the heel and the toe. There was also a long hair that appeared to belong to a lady in the box and on the shoe; this is unsanitary.*
3. *There are many fine but very noticeable scratches on the soles of both shoes. This was not the case with previous orders; in fact previous shoes were glossy and did not have a single scratch. They appeared to have been worn for a period of time. To my knowledge Net-A-Porter does not accept shoes that have been worn or have scratches on the soles of the shoes. I am wondering why I have received shoes that have been obviously worn
4. The plastic heel on the left foot is damaged. It is scratched up the side to the point that the plastic is peeling off and the side of the heel has been deformed because of the plastic that has been scratched off. This type of damage appears to look as if someone scraped the shoe on pavement which caused the plastic to scrape off.
NET-A-PORTER's return policy clearly states:
Items should be returned new, unused, and with all NET-A-PORTER and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
In particular for shoes:
SHOES
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.
I have read your policy on faulty items. However, these shoes do not appear to a faulty item but instead, *a used pair since I found a human hair in the box, along with scratches on the sole and the tearing along the heel. Also, the protective packaging was partially missing. In previous orders, NET-A-PORTER placed a printed note with their return policy under the lid of the shoe box. This was also missing in my recent order which suggests that it was thrown away.*
All of the rules in the return policy have been clearly violated by the previous purchaser. I do not think it Is fair that I was tricked into purchasing a pair of used shoes. I would not have spent any money at all but I have spent nearly 1000 dollars on used shoes with damage and trashed packaging.*
I understand that customers are allowed to return items, but according to your return policy I should not be able to recognize that I have received a pair of returned shoes. That is, the returned shoes should have been in a perfectly new state. The shoes I received are clearly used - not just tried on but used with damage.*
If I assume that NAP and its staff*follow the rules outlined in the NAP return policy, it suggests that*the shoes were not checked by NAP staff prior to being listed as available on the website which therefore allowed me to unknowingly purchase a pair of previously used shoes. *
I am very unhappy and disappointed since these shoes were purchased for an upcoming wedding.
*One of the reasons I purchase from NAP is because of their perfect packaging and quality of their items that I have received in orders prior to my recent order. In fact, a pair of black Pigalle 120mm patent pumps that I purchased from NAP in summer 2009 and which I have worn several times since are in better condition than the shoes I have just purchased and have not worn.*
What can be done about this? This is unacceptable. I feel like I have been set up and forced to purchase and accept a pair of used shoes since, according to the return policy, the shoes I have been sent have violated all of the rules, meaning that I should have never received such a used and damaged pair in the first place. Because of this mistake that the returns department has made in accepting the previous purchasers return, I was shipped a used pair and now the used shoes with damage have been sent to me and I have been set up to appear as if I have have used and damaged the shoes.*
---------- this is basically all of the email besides my order number and name etc.
Has anyone experience such an issue? I will have to post pictures but I do not have access to the camera until Saturday.
Thanks for reading
P.s. I am not typically a complainer and I never return items because I research sizes and look at various pictures. This is in fact my very first and only complaint. I am actually shocked and upset that I wasted money on these shoes!
I know I dont post much at all but I am quite a board reader. I experienced a problem with my Pigalle Plato 120mm nude patent pumps from NET-A-PORTER and I just wanted to let you know about my problem.
I know the simple and obvious solution is to try returning the shoes but unfortunately I live in Canada and a return also involves paying duties and customs which would be almost $400.00 to return and receive a new pair. This is very unfortunate since I did not make any mistakes in the size - the shoes fit!
Here is what I've copied and pasted from my email to customer service:
This is my third order of Christian Louboutin shoes from Net-A-Porter and I have not encountered any problems with the previous two orders. I have also ordered clothing multiple times without any issues. *However, I am very disappointed with the packaging and most of all, the quality of the latest order of shoes for a number of reasons.
1. The Christian Louboutin box was dented. There is a noticeable bend in the side of the box. This was not due to mailing as the post box did not have any dents on it. I have not had this problem with previous orders.
2. The packaging of the shoes was very sloppy. The tissue paper was not covering the shoes. The plastic stick that holds the stuffing in the toe box was missing on one shoe and there was no stuffing in the other shoe. This plastic stick was thrown carelessly in the box against the shoe. Also the "will not accept returns if removed tags" were thrown around in the box under the tissue paper and over the shoes. Because the shoes were poorly packaged and did not have any stuffing in the box at all the shoe looks deformed along the heel and the toe. There was also a long hair that appeared to belong to a lady in the box and on the shoe; this is unsanitary.*
3. *There are many fine but very noticeable scratches on the soles of both shoes. This was not the case with previous orders; in fact previous shoes were glossy and did not have a single scratch. They appeared to have been worn for a period of time. To my knowledge Net-A-Porter does not accept shoes that have been worn or have scratches on the soles of the shoes. I am wondering why I have received shoes that have been obviously worn
4. The plastic heel on the left foot is damaged. It is scratched up the side to the point that the plastic is peeling off and the side of the heel has been deformed because of the plastic that has been scratched off. This type of damage appears to look as if someone scraped the shoe on pavement which caused the plastic to scrape off.
NET-A-PORTER's return policy clearly states:
Items should be returned new, unused, and with all NET-A-PORTER and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
In particular for shoes:
SHOES
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.
I have read your policy on faulty items. However, these shoes do not appear to a faulty item but instead, *a used pair since I found a human hair in the box, along with scratches on the sole and the tearing along the heel. Also, the protective packaging was partially missing. In previous orders, NET-A-PORTER placed a printed note with their return policy under the lid of the shoe box. This was also missing in my recent order which suggests that it was thrown away.*
All of the rules in the return policy have been clearly violated by the previous purchaser. I do not think it Is fair that I was tricked into purchasing a pair of used shoes. I would not have spent any money at all but I have spent nearly 1000 dollars on used shoes with damage and trashed packaging.*
I understand that customers are allowed to return items, but according to your return policy I should not be able to recognize that I have received a pair of returned shoes. That is, the returned shoes should have been in a perfectly new state. The shoes I received are clearly used - not just tried on but used with damage.*
If I assume that NAP and its staff*follow the rules outlined in the NAP return policy, it suggests that*the shoes were not checked by NAP staff prior to being listed as available on the website which therefore allowed me to unknowingly purchase a pair of previously used shoes. *
I am very unhappy and disappointed since these shoes were purchased for an upcoming wedding.
*One of the reasons I purchase from NAP is because of their perfect packaging and quality of their items that I have received in orders prior to my recent order. In fact, a pair of black Pigalle 120mm patent pumps that I purchased from NAP in summer 2009 and which I have worn several times since are in better condition than the shoes I have just purchased and have not worn.*
What can be done about this? This is unacceptable. I feel like I have been set up and forced to purchase and accept a pair of used shoes since, according to the return policy, the shoes I have been sent have violated all of the rules, meaning that I should have never received such a used and damaged pair in the first place. Because of this mistake that the returns department has made in accepting the previous purchasers return, I was shipped a used pair and now the used shoes with damage have been sent to me and I have been set up to appear as if I have have used and damaged the shoes.*
---------- this is basically all of the email besides my order number and name etc.
Has anyone experience such an issue? I will have to post pictures but I do not have access to the camera until Saturday.
Thanks for reading
P.s. I am not typically a complainer and I never return items because I research sizes and look at various pictures. This is in fact my very first and only complaint. I am actually shocked and upset that I wasted money on these shoes!
