Customer service issues?

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Stephanieg218

Stephanieg218

Decade Club
Jun 18, 2015
297
296
#1
I purchased a bag directly from the RM site. It was on sale and arrived in used condition. No tag and had blue ink pen marks on the exterior. Needless to say I immediately returned it. RM received my return on August 18th and still haven’t processed my return. Is it normal for them to ship out products in used condition? Do they normally take this long to process returns?
 
#2
I've purchased directly from the website and have never received an obviously used bag so I don't think it's super common (but obviously not good quality control on their end). They do take a bit to process returns/refunds though. Did you get a notification that it will be refunded?
 
#3
LipglossedX said:
I've purchased directly from the website and have never received an obviously used bag so I don't think it's super common (but obviously not good quality control on their end). They do take a bit to process returns/refunds though. Did you get a notification that it will be refunded?
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No , that’s also strange. No acknowledgement of receipt or processing my return. I only know they have it because I tracked it. Guess I better contact them.
 
#5
I emailed RM on Thursday and got a message that they’ll respond within 48 hours. It’s been more than 48 hours and no response and still no credit applied to my credit card. I will not try a RM bag again after this poor customer service (more like nonexistent customer service) experience.
 
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#7
Yes, I also have issues with them. I attempted to print out a label from their site but for some reason, it couldn't identify my zip code despite my entering it correctly. Unfortunately, I sent an email to them after business hours (3pm Eastern time). So I am stuck waiting for next business day to reply.

I tried dm on insta but they ignored me (and everyone else's coomplaints) and continued posting their pictures and stories. Rebecca and her team clearly could not care less about their customers.
 
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#8
Stephanieg218 said:
I emailed RM on Thursday and got a message that they’ll respond within 48 hours. It’s been more than 48 hours and no response and still no credit applied to my credit card. I will not try a RM bag again after this poor customer service (more like nonexistent customer service) experience.
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Their customer service is notoriously poor. I have found they do respond but not necessarily timely. In the end I’ve never had an issue. If there were problems they did resolve them, just not necessarily timely. Good luck
 
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#9
Naminé said:
Yes, I also have issues with them. I attempted to print out a label from their site but for some reason, it couldn't identify my zip code despite my entering it correctly. Unfortunately, I sent an email to them after business hours (3pm Eastern time). So I am stuck waiting for next business day to reply.

I tried dm on insta but they ignored me (and everyone else's coomplaints) and continued posting their pictures and stories. Rebecca and her team clearly could not care less about their customers.
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I hope we both get our issues resolved. This has not been a good experience for me at all. I sent a dm today but I’m not holding my breath.
 
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#10
Stephanieg218 said:
I hope we both get our issues resolved. This has not been a good experience for me at all. I sent a dm today but I’m not holding my breath.
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Crossing fingers for you, too! You may have to harass them until they finally give in and answer you. Facebook and Twitter has complaints also and her team are ignoring them, too.

I regret not ordering my bag from Neimans instead. At least I can return it easily to their physical store and have better customer service, too.
 
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#13
I've never bought or returned anything to them but they did a repair for me. I appreciated that they did it when I had not bought the bag from them but it took a long time and it wasn't well done. A sloppy job repairing a handle and nothing like what it looked like new.
 
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