Fake Fendi Peekaboo Sold by Neiman Marcus

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#31
I 100% agree that you should try to contact the CEO, and try to do it both by phone and in writing by email. I had a horrible issue with a Pottery Barn daybed earlier this year. No one from customer service seemed interested in helping me. I finally emailed the VP of Customer Service and he replied very quickly. He assigned someone to work with me until it was resolved.

If that doesn't work, it's not a bad idea to contact your local TV stations. I work for one, and a consumer advocacy story that is unique makes for good news. I am sure the general public is unaware that people buy the real thing and then return fakes, so one of the local stations may want to run with it.
 
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#32
Oh, melsig, I suffered just reading of your ordeal. I bought a cheap GUESS bag for my niece on ebay and it arrived with a damaged clasp, and the seller refuses refund despite my returning it to her, claiming I broke it......but this doesn't compare to your horrific experience. I wonder now, since NM has agreed to partner with Fashionphile, that this would prevent an event like this from recurring, as now they have a trusted authentication service to help then discern super-fakes. I pray you have a positive outcome !
{{{ hugs }}}
 
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#33
spartanwoman said:
I 100% agree that you should try to contact the CEO, and try to do it both by phone and in writing by email. I had a horrible issue with a Pottery Barn daybed earlier this year. No one from customer service seemed interested in helping me. I finally emailed the VP of Customer Service and he replied very quickly. He assigned someone to work with me until it was resolved.

If that doesn't work, it's not a bad idea to contact your local TV stations. I work for one, and a consumer advocacy story that is unique makes for good news. I am sure the general public is unaware that people buy the real thing and then return fakes, so one of the local stations may want to run with it.
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Thank you for the info about the news station, @spartanwoman! I did check out a local affiliate who had an on-line submissions page for consumer complaints, but it turned out to be a dead link. Maybe I should be more pro-active about looking into it.
 
#34
travelbliss said:
Oh, melsig, I suffered just reading of your ordeal. I bought a cheap GUESS bag for my niece on ebay and it arrived with a damaged clasp, and the seller refuses refund despite my returning it to her, claiming I broke it......but this doesn't compare to your horrific experience. I wonder now, since NM has agreed to partner with Fashionphile, that this would prevent an event like this from recurring, as now they have a trusted authentication service to help then discern super-fakes. I pray you have a positive outcome !
{{{ hugs }}}
Click to expand...

Thank you so much for your good wishes, @travelbliss! I am sorry for your problems with the gift for your niece. Have you tried filing a claim with eBay? Also, did you pay by Paypal? I think you would be covered by Paypal's Buyer Protection. Good luck to you, too!
 
#35
@melsig In addition to what I mentioned to you via PM, I would inquire about their policies/procedures for the month/date you purchased your bag. A friend of mine has worked at NM part-time for over 10 years. She floats to different departments, as needed. When she works in handbags, she processes returns and has no idea if an item is authentic or not. She said that the people in customer service has not received any formal training on processing returns on handbags either. They just process the return and the handbag is back on the sales floor, generally the same day.
Considering that counterfeit handbags are appearing getting harder to identify, NM should provide training to their associates regularly to ensure they process returns for handbags correctly and ensure they’re selling authentic handbags only. Being that they’re partnering with FP, they should be diligent in ensuring they’re policies and procedures are accurate to minimize risk, losses, and reputational impacts.
I hope you move forward with pursuing legal action because I am sure your experience is not an isolated incident. You could also post a complaint on their BBB page and I would solicit feedback on social media from others who had similar experiences. There’s strength in numbers.

If it were me, I would continue to pursue this until NM agrees to make me whole.
 
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#36
EmmJay said:
@melsig In addition to what I mentioned to you via PM, I would inquire about their policies/procedures for the month/date you purchased your bag. A friend of mine has worked at NM part-time for over 10 years. She floats to different departments, as needed. When she works in handbags, she processes returns and has no idea if an item is authentic or not. She said that the people in customer service has not received any formal training on processing returns on handbags either. They just process the return and the handbag is back on the sales floor, generally the same day.
Considering that counterfeit handbags are appearing getting harder to identify, NM should provide training to their associates regularly to ensure they process returns for handbags correctly and ensure they’re selling authentic handbags only. Being that they’re partnering with FP, they should be diligent in ensuring they’re policies and procedures are accurate to minimize risk, losses, and reputational impacts.
I hope you move forward with pursuing legal action because I am sure your experience is not an isolated incident. You could also post a complaint on their BBB page and I would solicit feedback on social media from others who had similar experiences. There’s strength in numbers.

If it were me, I would continue to pursue this until NM agrees to make me whole.
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Thanks, @EmmJay. I’ve made all sorts of inquiries along these lines which are continuing to go unanswered. The info from your friend is very helpful. I’m definitely not dropping the issue, but I’m busy getting ready to take my son to diabetes camp right now, so I’m a little distracted! I’ll continue to post here when I have further news. I appreciate the support!
 
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#38
This story broke my heart to read! I’m hoping for a fair resolution for you. In my experience, the BBB doesn’t do much. The business can just ignore the complaint. Try filing a grievance with the Illinois Attorney General
http://www.illinoisattorneygeneral.gov/consumers/index.html
This worked very well for me when I had a dispute with a contractor over some unfinished work. I’m not sure if it’s better to file in the state you live in, or the place of business. Good luck!
 
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#39
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#40
Miri221 said:
This story broke my heart to read! I’m hoping for a fair resolution for you. In my experience, the BBB doesn’t do much. The business can just ignore the complaint. Try filing a grievance with the Illinois Attorney General
http://www.illinoisattorneygeneral.gov/consumers/index.html
This worked very well for me when I had a dispute with a contractor over some unfinished work. I’m not sure if it’s better to file in the state you live in, or the place of business. Good luck!
Click to expand...

So glad to hear from you, @Miri221! I’ve been aware of the IL AG’s filing procedures (I spoke with the office by telephone) but have been skeptical as to how much their office will actually do. You were satisfied with how they handled your case?? Would you mind if I DM you? Thank you!
 
#41
melsig said:
So glad to hear from you, @Miri221! I’ve been aware of the IL AG’s filing procedures (I spoke with the office by telephone) but have been skeptical as to how much their office will actually do. You were satisfied with how they handled your case?? Would you mind if I DM you? Thank you!
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Yes, feel free to DM me. This was a few years ago so I may not remember all the details, but I'll try.
 
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#44
Can you imagine what a great story this would be for Dateline? They could take an authentication expert to different NM stores and inspect the bags out on the floor with a hidden camera.

It’s outrageous how you are being treated. I hope they issue a refund and apology. If they don’t, I hope the media embarrasses thoroughly.
 
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