Mansur Gavriel MG return nightmare @ BG

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L

letsgo

O.G.
Jun 30, 2007
255
38
#1
Not sure what to do anymore + I need to vent!

I preordered two mini-buckets (moss and flamma) back in July from Bergdorfs online. I ended up purchasing a regular moss bucket and mini flamma bucket from the MG relaunch in August (then totally forgot about my pre-orders).

Two mini MG buckets arrived in October (sent from the NY store) and I finally got around to sending them back in November. I was issued a refund/return receipt via email for ONE bag on December 7th. I called right away to let them know I had TWO bags in the box/order. After being given the run-around and speaking to 7 people (mostly rude) over the span of 20 minutes, a lady just told me that they sometimes process the bags separately even if they're in the same order/shipment. They tried to tell me if the two bags were from different designers, they would get processed separately; I insisted they were the same designer, same bag--just different color. She asked me to give it another few days because their computers don't update until midnight and she actually couldn't even see the refund I was issued that day. So I waited.

Having not received a refund for my 2nd bag or hearing back from BG for 3 days, I called again last week (December 10) to follow-up. I spoke to a guy, Bruce, who said he sent an email out to verify that they received the bags and someone would call me once they receive the email and confirmed the order.

A week has passed, I called BG again today, explained my situation and the guy I spoke to, Danny, said they have already sent the bags to a BG store and he'd send out an email to the store to see if they received it.....Thing is, my return shipment address was to the NY store! How can they tell me they've now sent it to a store when I initially shipped it to the store? I feel like I'm being pushed left and right. I told Danny I was told the same thing last week when I called an hadn't heard anything. He said he'll call me within 1-2 days.

Has anyone experienced anything similar?
Is there anything else I can do???
I live in California so I can't walk into a Bergdorf to see what happened to my bags but I'm so frustrated that it is taking so long and that they are so completely irresponsible!!! How do you lose a bag!? Especially when it's in the same box and order as another?!

I'm just at my wit's end. :nogood:
 
#2
This happened to me too. It took a month and a half for them to settle the refund. I think when you send it, it gets sent to the warehouse in the store and it takes them approx. several weeks to "process" the return and then they send to the store and another couple of weeks to get a refund. It's a horrible system and no communication to the customer on what's happening throughout the whole process!
 
#3
If they don't process your return, you can call your credit card company and contest the charges. The CC company will probably try to work it out for the vendor first, then escalate it.
 
#4
I'd file a charge back too. I had a store do something similar last year. I filed a charge back and my bank credited the money straight back the same day. The vendor finally refunded me and so I called the bank to let them know and they took back what they credited.
It might give them a boot on sorting it out if they receive the dispute from your cc.
 
#5
JuneHawk said:
If they don't process your return, you can call your credit card company and contest the charges. The CC company will probably try to work it out for the vendor first, then escalate it.
Click to expand...

This. ^

And also, Neiman Marcus will take BG returns. I am not sure on these specific items, but I have returned BG online orders to my local NM. I wonder if you visited one near you, if they could help you out at all by corresponding with BG while you are there. Good luck!
 
#6
Im so sorry this happened to you but I'm not that surprised.
Before moving to Cali I lived in New York for a while, and BG double charged me when I had the afternoon tea at the restaurant on the top floor. I didn't find out about it until a month later I was looking at my credit card statement and realized what happened. Called BG and they claimed they only charged me half of what I got charged.. Eventually I called my bank and got a refund.
 
#7
Bergdorfs takes forever to refund money. It took them over a month to get my money back to me. I returned something the same day I received it and it was delivered to them 2 days later. I got the same response about them needing to verify they received the item. I probably will not purchase anything from them online again.
 
#8
If you made your purchase with a cc, contact your cc & dispute the charge.

If you purchased with your BG/NM credit card, there is an address on the bill
to write your experience & dispute the charge.

Its unfortunate that a store who prides itself on customer seive, can give
a customer the runaround.

If you made the purchases at the same time, the receipt should have a total
charge for both items. What is this nonsense about what the cs rep commented?
That explanation would not fly with me. It does take 24 hours to have a credit
reflect in your account.

And if you feel like it, I would contact the head of BG.com & share this experience
as well as the BG store Fifth Ave

Did you ship that package back to 2 West 58th St NYC?
 
#10
I recently bought and returned a MG bag to BG. It was shipped from the NY store and was also returned to the NY store (used the label in the box). I'm waiting for a refund, followed up via online chat, and confirmed that you can mail returns to the TX return address, instead of the NY address, which also processes returns from Neiman Marcus. I've never had issues with slow returns in the past with this method. However, I'm not sure if they would provide a replacement shipping label to TX instead of NY.

From the BG website:
If you prefer not to use the SmartLabel, please ship the item(s) prepaid and insured to Sales Division, 123 Customer Way, Irving, TX 75039. For a replacement shipping label, please call 1.888.774.2424.
​
 
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