For 5K it should be perfectIt sounds really regrettable, I don’t think there are so many scratches.
If you made the purchase by credit card (Visa, AMEX, MasterCard) notify the company and have them get a chargeback started. They will act as a mediator between you and Celine and if your bank feels you are justified, will literally refund your money and go after Celine for reimbursement. Trust me I did it with success with a vendor. Good luck.The last time Celine made any effort to communicate with me was during a phone call when they conceded that they had made a mistake regarding the nature of the damage to the handbag I returned, and confirmed that the issue was, in fact, with the marks on the flap, which I photographed upon opening the package. They insisted that my photos weren't sufficient proof, and despite everything, were holding me responsible.
During that phone call, they once again asked for my address, so they could ship the bag back to me. I refused to provide it and insisted that, should they attempt to ship it to me, I'll refuse delivery. I made clear that I intended to dispute the charge with my bank, which I then did.
My bank (Bank of America) immediately gave me a provisional credit, indicating that Celine had 60 days to dispute the chargeback and that I would be contacted in the event that they pursue that option.
Weeks passed, then one day, out of the blue, I was notified by the front desk at my office building that they were holding a package for me. As soon as I looked at it, I recognize that it was from Celine and that they had, against my advice, shipped the damaged bag back to me. Without opening it, I walked it back to UPS (the carrier) and indicated that I was refusing delivery, and they took it back.
That's the last I ever saw of the bag, and the last time I ever heard back from Celine. They never disputed my chargeback, but they also never made a single attempt to make this right. I wound up getting my money back because I paid with a credit card and worked with the bank.
This was, by far, the worst experience I've ever had with any brand. It will be my last with Celine.
Good for you. I always use my credit card for large purchases just in caseThe last time Celine made any effort to communicate with me was during a phone call when they conceded that they had made a mistake regarding the nature of the damage to the handbag I returned, and confirmed that the issue was, in fact, with the marks on the flap, which I photographed upon opening the package. They insisted that my photos weren't sufficient proof, and despite everything, were holding me responsible.
During that phone call, they once again asked for my address, so they could ship the bag back to me. I refused to provide it and insisted that, should they attempt to ship it to me, I'll refuse delivery. I made clear that I intended to dispute the charge with my bank, which I then did.
My bank (Bank of America) immediately gave me a provisional credit, indicating that Celine had 60 days to dispute the chargeback and that I would be contacted in the event that they pursue that option.
Weeks passed, then one day, out of the blue, I was notified by the front desk at my office building that they were holding a package for me. As soon as I looked at it, I recognize that it was from Celine and that they had, against my advice, shipped the damaged bag back to me. Without opening it, I walked it back to UPS (the carrier) and indicated that I was refusing delivery, and they took it back.
That's the last I ever saw of the bag, and the last time I ever heard back from Celine. They never disputed my chargeback, but they also never made a single attempt to make this right. I wound up getting my money back because I paid with a credit card and worked with the bank.
This was, by far, the worst experience I've ever had with any brand. It will be my last with Celine.
I think nikka07 is onto something here... go to your bank to fight for a refund...Any chance to claim chargeback with your credit card company (item not as described) - you've mentioned the bank so was it a transfer?
Had a similar ish situation a few years ago- bought at Farfetch Jimmy Choo bag and whilst it arrived ok, a day later it was scratched all over (I used it really gently). I escalated to Farfetch and despite the initial refusal to refund, I eventually got it claiming all sort of EU/UK regulations around consumer goods.