HELP! Can H Spa fix this long, deep scratch/cut?

[CrackBerryCream]

Unbelievable.

So sorry that it has come to this.
Your letter is excellent and let us hope that quoting Distance Selling Legislation at them will
produce a better response.

Thank you for your support! I was foolish to think they would do the right thing and even considered getting a different B from their website after receiving my refund. Unless I receive an apology and a refund with their next message they lose me as customer forever, which they probably could care less about, but ultimately I would have brought them more money than the refund this time if their business conduct had actually be decent.

 

[etoile de mer]

@CrackBerryCream, really shocking outcome, so sorry! In addition to treating you so poorly, it's terrible PR for them, which they don't seem to recognize. Your letter was just the right tone, I'm hiring you if I encounter an unscrupulous seller! Sending you best wishes, keep us posted.

 

[Perja]

Oh @CrackBerryCream, I am so sorry. Given their response, I wouldn’t leave them the benefit of doubt. Start the dispute now. They already had their opportunity to do what’s right.

 

[cravin]

I would start the process with your credit card issuer immediately

 

[CrackBerryCream]

@CrackBerryCream, really shocking outcome, so sorry! In addition to treating you so poorly, it's terrible PR for them, which they don't seem to recognize. Your letter was just the right tone, I'm hiring you if I encounter an unscrupulous seller! Sending you best wishes, keep us posted.

Haha thank you! It helps that I co-built an eCommerce marketplace in the past. How easy operations would have been if there had been no return rights... but at all times we made sure the customer was satisfied, even if it cost us much more than we received. I do wonder what their founders and higher ups for customer management would say to this... but I spent enough time on it I guess.

Oh @CrackBerryCream, I am so sorry. Given their response, I wouldn’t leave them the benefit of doubt. Start the dispute now. They already had their opportunity to do what’s right.

I would start the process with your credit card issuer immediately

You two are right. I might as well do that sooner. I doubt the payment issuer will look at it before Monday, so I'll do that on Monday evening to give them one last opportunity (I'm probably too naive for my own good).

 

[nymeria]

Oh @CrackBerryCream, I am so sorry. Given their response, I wouldn’t leave them the benefit of doubt. Start the dispute now. They already had their opportunity to do what’s right.

So sorry, but I agree. They had multiple opportunities to do the right thing, decided against it, and cannot be surprised when you start disputing the charges now.
You've got all of us in your court

 

[CrackBerryCream]

So sorry, but I agree. They had multiple opportunities to do the right thing, decided against it, and cannot be surprised when you start disputing the charges now.
You've got all of us in your court

Thank you! I think I might also be hesitating to file a claim yet as I haven't formally declared to cancel the sales contract according to the distance selling regulation, until my reply to their refusal today (not sure "I want a full refund" from my emails last week counts, well maybe it does...). I hoped until their message that I would not have to open a dispute with them. But oh well, that's life. Now that I did declare the cancellation my payment provider can't tell me I have to do that before filing.

 

[CrackBerryCream]

I just filed the claim with my payment provider. After sleeping on it for a night I realized the sooner the better. What if Vestiaire sends it to me, it gets delivered to a neighbour (instead of me declining it), then I have to send it back on my own costs with insurance. Or what if I decline it, it gets lost on the way etc... enough of it. I'll update you when I have news. Thank you all so much for your support!

 

[WhiteBus]

forewarn the neighbours
and ask them not to accept any packages on your behalf

 

[CrackBerryCream]

forewarn the neighbours
and ask them not to accept any packages on your behalf

Thank you! I live in a very large building though and doubt I can reach everyone. Can put a statement at the entrance door, but I doubt everyone will remember. The delivery guys, especially from amazon tend to leave parcels with whoever is getting parcels at the same time to not have to bother taking the lift to other apartments... who ends up with a parcel or yours is very randomly decided.

So far the Vestiaire parcels were always delivered to me personally, but you never know, especially in this situation.

The airwaybill was created with DHL Express. I called them and they told me they might be able to do something once it is on its way (before it could be accepted by neighbours). Only in case Vestiaire chooses to ignore my messages and send the bag to me...

 

[maxroxxherhandbags]

Unfortunately Vestiaire refuses to refund me as they say the item is conforming to the seller's description...

View attachment 4980841

So I sent them the following message

View attachment 4980852

I apologize for using "measly hundreds of Euros" in the message. I know even a few hundreds is a lot of money, but I am livid right now and wanted to make a point...

Anyway, funnily enough the next message from Vestiaire into my inbox was this:

View attachment 4980854

So I replied to the original message of the customer support member and will also send the same message via the form on their website and also send it to whatever official email address they have to make sure I have done everything possible for my cancellation to go through.

I've just seen this!!!! I'm in utter shock and dismay.
The item is CLEARLY not as described by the seller at no point does it mention that cut nor is it visible in photos.
They surely have to back down on this one....As I stated the one time I did have a not as described experience it was swiftly resolved and refunded in full.
The only assumption I can make from this is that they suspect that you made the damage because I dont see how they can state that the item is as described or even as seen in photographs-I always ask questions about any marks or damage I see in the photo prior to pulling the trigger and in your shoes I would from those photos have assumed there was nothing especially wrong with this bag.
Its given me a really bad taste and actually has put me off of buying anything of high value or otherwise from them again.
Especially as when I sell through their concierge service they are so damn picky about everything that an unworn pair of shoes was listed only as 'Good' rather than 'very good' condition due to a tiny crease in the very stiff leather from when I'd put them on walked around my carpet decided they pinched my feet and decided to let them go.
As you state they have lost you as a customer now and probably a bunch of people like me on this forum who both buy and sell £1000's worth of items through them.
As an aside the return email you got stating that email address does not exist I've received whenever I contact them..I think its a glitch in the system.
I would contact their CEO (I dont know if you have already done this...I just read the above post and fired off this response to you because I'm so SHOCKED and ANGRY on your behalf) show them this feed if needs be.
This is awful in the extreme and I cant even imagine how furious you must be feeling..I've been planning on spending up to 6k on a bag which I would have sourced from their site..fter your experience I dont think I will.
As a seller and a buyer you pay a premium for their team to check that the item conforms to the description in every way.
They make plenty of money from us as both buyers and sellers ( as I sell through their concierge service they make a hefty % of every sale I make) they should therefore invest in staff who inspect items properly, have adequate training and dont work in a dark room wearing a blindfold as your 'authenticator/inspector' must have done to deem your bag in good condition and as described.
Sending strength and a hug I am so shocked and dismayed by this.
you WILL win and they WILL back down

 

[CrackBerryCream]

I've just seen this!!!! I'm in utter shock and dismay.
The item is CLEARLY not as described by the seller at no point does it mention that cut nor is it visible in photos.
They surely have to back down on this one....As I stated the one time I did have a not as described experience it was swiftly resolved and refunded in full.
The only assumption I can make from this is that they suspect that you made the damage because I dont see how they can state that the item is as described or even as seen in photographs-I always ask questions about any marks or damage I see in the photo prior to pulling the trigger and in your shoes I would from those photos have assumed there was nothing especially wrong with this bag.
Its given me a really bad taste and actually has put me off of buying anything of high value or otherwise from them again.
Especially as when I sell through their concierge service they are so damn picky about everything that an unworn pair of shoes was listed only as 'Good' rather than 'very good' condition due to a tiny crease in the very stiff leather from when I'd put them on walked around my carpet decided they pinched my feet and decided to let them go.
As you state they have lost you as a customer now and probably a bunch of people like me on this forum who both buy and sell £1000's worth of items through them.
As an aside the return email you got stating that email address does not exist I've received whenever I contact them..I think its a glitch in the system.
I would contact their CEO (I dont know if you have already done this...I just read the above post and fired off this response to you because I'm so SHOCKED and ANGRY on your behalf) show them this feed if needs be.
This is awful in the extreme and I cant even imagine how furious you must be feeling..I've been planning on spending up to 6k on a bag which I would have sourced from their site..fter your experience I dont think I will.
As a seller and a buyer you pay a premium for their team to check that the item conforms to the description in every way.
They make plenty of money from us as both buyers and sellers ( as I sell through their concierge service they make a hefty % of every sale I make) they should therefore invest in staff who inspect items properly, have adequate training and dont work in a dark room wearing a blindfold as your 'authenticator/inspector' must have done to deem your bag in good condition and as described.
Sending strength and a hug I am so shocked and dismayed by this.
you WILL win and they WILL back down

Thank you for your extensive reply! I'm glad I have a video of unboxing it (plus there are traces of the cut in the listing photo if you know what to look for and where). I can only guess, maybe business isn't going so well anymore and they are now instructed to make as much revenue as possible. Or they figured this is a piece they can't possibly sell for the price I paid for...

I will most likely not go the preloved route anytime soon again, unless it's a very reputable Japanese seller on Ebay (only had good experiences with them). First I didn't want to have the headache playing games with H here (I was lucky enough to get my other Bs and K with very little to none prior spending in other cities), especially for such a popular combo of black and gold. And preloved would have meant no worries about the first scratches. But given the headache and negative feelings now I'd rather have the games with H locally or the "lottery" with H in Paris...

I also thought about contacting the CEO and founders plus the higher ups for customer service. But then I figured I'd hand this over to my bank before I make any more guesses on legal implications or spend money on a lawyer when my bank can clarify this in a first step (especially in regards to the distance selling regulation).

 

[maxroxxherhandbags]

Thank you for your extensive reply! I'm glad I have a video of unboxing it (plus there are traces of the cut in the listing photo if you know what to look for and where). I can only guess, maybe business isn't going so well anymore and they are now instructed to make as much revenue as possible. Or they figured this is a piece they can't possibly sell for the price I paid for...

I will most likely not go the preloved route anytime soon again, unless it's a very reputable Japanese seller on Ebay (only had good experiences with them). First I didn't want to have the headache playing games with H here (I was lucky enough to get my other Bs and K with very little to none prior spending in other cities), especially for such a popular combo of black and gold. And preloved would have meant no worries about the first scratches. But given the headache and negative feelings now I'd rather have the games with H locally or the "lottery" with H in Paris...

I also thought about contacting the CEO and founders plus the higher ups for customer service. But then I figured I'd hand this over to my bank before I make any more guesses on legal implications or spend money on a lawyer when my bank can clarify this in a first step (especially in regards to the distance selling regulation).

I know you WILL get your money back its just such a pain that you have to suffer this stress and hard work.
I think I choose to go the Japanese pre-loved seller route now after your Vestiare experience-it always worked for me being in the UK when we were in the EU which stopped me because of the duty payable on items from the US and Japan but now I have to pay that tax on items shipped from Paris I now dont see any reason to make Vestiare my first port of call when looking for my H items...
Your experience is something of a nail in the coffin.
looking forward to hearing of the eventual return of your funds.

 

[CrackBerryCream]

I know you WILL get your money back its just such a pain that you have to suffer this stress and hard work.
I think I choose to go the Japanese pre-loved seller route now after your Vestiare experience-it always worked for me being in the UK when we were in the EU which stopped me because of the duty payable on items from the US and Japan but now I have to pay that tax on items shipped from Paris I now dont see any reason to make Vestiare my first port of call when looking for my H items...
Your experience is something of a nail in the coffin.
looking forward to hearing of the eventual return of your funds.

I hope you are right about getting my money back. I can't remember having such a bad purchase experience apart from 2 years ago when I ordered a Macbook Pro from a reputable company and received 2 bottles of apple cider and some old chargers instead... the tape was sliced open at the bottom of the parcel and another layer of tape was carefully put over it... I got a new shipment with a better delivery service a few days later and the actual computer. But I spent a whole day worrying, phoning the seller, my bank and even police. I understand the seller needed to assess the situation and rule out that I was trying to scam them. I didn't film the opening back then as nothing bad ever happened... I learnt to film high ticket purchases since then, just in case. And learnt from the police that scammers apply to delivery companies just to steal contents out of parcels (the box had the company logo plastered all over, a known electronics company, and the shipment was initially scheduled to arrive on a Friday, but then I got a message that I wasn't at home - not true - and they would try again on Monday, effectively giving the scammer/s plenty of time on the weekend to pull this off).

I'm used to paying taxes for everything from outside Europe and always calculate with 30% on top of the total price. I still got good deals on a vintage Barenia Evelyne and Chanel Classic Flap. Or some downright bargains on vintage LV pieces. I like how detailed the pictures and descriptions are from great sellers. Usually makes the items turn out to be better than expected and make me want to purchase again. Win-win. I'd love to see a new company do what Vestiaire does, but with consistent and high standards. Not even accepting sub par photo quality.

 

[CrackBerryCream]

Surprisingly I just received an email from their customer service as an answer to my last email. Let's see how it goes... in any case my bank is already informed. It is highly annoying they are still sitting on my money while in the meantime I would have bought a different B from them for a few hundreds more IF they weren't acting this unprofessionally and had already refunded my money.