REALLY annoyed with Shopbop...

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platinum_girly

platinum_girly

O.G.
Mar 28, 2010
22,459
24
#1
...i am so upset that i could cry...

So last saturday i ordered an Alexander wang rocco bag from them (my first Shopbop order) and it arrived yesterday (wednesday)

The handles stitching had come loose and was unravelling, thus where the handle is stitched and rolled was unrolling the oneside so not only is unstitched but makes the whole thing look uneven,

That's not all- also i recieved a less than "pebbly" version and it looks kind of like a second to me, plus the tag was was attached to the zipper in the INSIDE pocket of the bag,

I have e-mailed CS TWICE now and in over 24 hours have not recieved a response so got onto live chat and was basically told that until i ship the item back out to them then they were not willing to help me, which MAY sound like a reasonable request to any of you but reading through all the MANY threads regarding damaged goods and refunds not recieved from Shopbop customers on this forum then HOW am i meant to trust them? I mean, SERIOUSLY?!

I even directed them to the threads in this forum to show them how very dis-satisfied MANY customers have been with their quality control and customer service but seems they don't give two hoots,

I could really cry as was sooo looking forward to this bag and after some financial trouble we had experienced lately this was something that my husband had scrimped and saved for in order to make me happy so it is not like we can afford to buy elsewhere... I could cry :tdown::cry:
 
#2
sorry to hear... I have made a few purchases from them but for jewelry or clothing and did not have a problem. Not sure about their bags. Bummer
Maybe tell CS that you will go public with their poor products and they may sing a different tune.
 
#4
I'm sorry this happened to you! So far I've only had good shopping experiences with Shopbop but with any merchant every once in a while there will be mistakes. They definitely should have had better quality control. The sooner you send the bag back for an exchange, the sooner you'll have you a replacement to enjoy. Good luck.
 
#5
I've been a ShopBop customer since 2001 or 2002, and I have never had a single problem with an order. I've always found their CS representatives extremely helpful. I've called them several times to ask for very specific measurements, and they've always been more than willing to help.

I'm sorry that you received a defective bag, but sometimes it takes them a day or so to respond to emails. If you really needed to get ahold of them right away, I would suggest calling, since that's always been the quickest way for me.

However, I really don't think it was appropriate to "direct them to threads on this forum to show them how very dis-satisfied MANY customers have been." I'm not aware of any threads on here where customers rave every single time a purchase goes as expected. The fact that there are people who post on here about their dissatisfaction does not mean this is even remotely representative of their transactions. People have a tendency to post when something goes wrong, so you are far more likely to hear about the few troubled transactions than you are the many, many transactions that go smoothly.

Please at least give them a chance to make things right, because, in my experience, they've always been very helpful. I am sure they will be willing to refund, or exchange if possible, as soon as the bag is returned to them.
 
#6
Lindsay2367 said:
However, I really don't think it was appropriate to "direct them to threads on this forum to show them how very dis-satisfied MANY customers have been." I'm not aware of any threads on here where customers rave every single time a purchase goes as expected. The fact that there are people who post on here about their dissatisfaction does not mean this is even remotely representative of their transactions. People have a tendency to post when something goes wrong, so you are far more likely to hear about the few troubled transactions than you are the many, many transactions that go smoothly.

Please at least give them a chance to make things right, because, in my experience, they've always been very helpful. I am sure they will be willing to refund, or exchange if possible, as soon as the bag is returned to them.
Click to expand...

I find it appropriate considering it sounds like they need a kick up the behind in terms of stepping up their CS and how are they going to do that unless they can see for themselves how very many problems there seems to be from items sent from their company???

And while YES - people will readily do threads when they are unhappy with a company but the fact is that Shopbop seems to of had the most bad threads on this forum from constantly sending out damaged items to sending out faulty returns to sending out FAKE items to even encouraging customers to return items to them but then not honouring the refund to customers payment cards,

I gave them a chance via live chat and was not at all happy with their response, WHY should i have to pay to return an item and be out of pocket for shipping costs plus the £130 i paid on duties and taxes plus have to trust a company that quite frankly screwed me over on my first order?! I am the customer and certainly do not deserve to be treated this way!
 
#7
I apologize, but I don't exactly understand what you are upset about in their response. What exactly were you expecting them to do before you return the bag? I completely agree with you in that, if you had to pay duties on a defective bag, you should be refunded the duties and the return shipping. They SHOULD make it right for you. But I don't understand what you are getting so upset about beforehand. Perhaps you should call them and speak to a representative before sending in the return.

Like I said, I've always had great experiences with them, and I really don't think they would intentionally try to screw you over or would not make right a mistake on their part.
 
#8
No company is going to refund you money (especially that much money) without getting the merchandise back in their hands. That doesn't even make sense.
 
#9
Well considering i have read in past threads that they have told customers to return defective items but then never bothered issuing the customers their refunds and considering that this is my first time shopping with them then where is the trust? I of course expect more than for me to have to go to the trouble of packaging this up, paying to return it to them and then experience many sleepless nights unsure of if they will ever refund me my money or not, so... that being said i would like a refund and THEN i will send it back, it is not an unreasonable request considering according to other customers of theirs that they have done it for them, i guess they pick and choose and in my opinion had every knowledge that this bag was defective before shipping it out, it is not something that could go un-noticed and i am pretty much guessing it was a return for that very reason and yet they shipped it back out to someone else?! And i can pretty much guarantee that they would do the very same again if i return this bag to them, why else would they want it back otherwise???
 
#11
The thing that a lot of people seem to be missing is that i am not as well off as probably the rest of you are,
Me and my husband are going through a lot of financial difficulty recently and due to major cut-backs and whatnot this has been hard but my husband had put just this EXACT amount aside in order to buy me this bag as i had been talking about it and lusting over it for aggges now,
So for it to arrive and be faulty, a fault that in my opinion would not of gone un-noticed by them, well - that is very hurtful and has caused tears in this household,
To top it all off they want me to ship it back to them off my own back with absolutely no guarantee of if/when i will get my money back, and i am supposed to be blase about that?! put yourself in my shoes...
 
#12
Since the bag is obviously defective, did you ask for a pre-paid shipping label to ship back? Hopefully they'll comply; it's a reasonable request. Holding onto the bag beyond the allowable timeframe will guarantee you a non-refund. If you are that unhappy, just ship it back and be done with it.
 
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#14
I've never heard of a company issues a refund before receiving the merchandise back. I'm not saying that it hasn't been done, just that it's not standard protocol.

I would ask for a prepaid shipping label, mail it back, and be done. Follow up with a phone call to make sure that it has been received and if/when ask when you will receive a refund. If you don't get your refund, initiate a charge back with your cc company.

Returns of high end merchandise happen everyday. There's no reason to expect this transaction to not go smoothly.
 
#15
I'm so sorry you had a bad experience with Shopbop. I also ordered my Rocco from them and it was my first buy from them; I'm very happy with my purchase.
My bag came super quick (ordered Wednesday, arrived Friday) and was wrapped in a clear plastic bag with Alexander Wang written on it. The dust bag was folded inside the bag. The black tag was also hanging on the inside pocket's zipper. Is this how your bag arrived?
Do you have pictures of the loose stitches? Maybe you can email them to their Customer Care.
I understand how you must feel. When you wait and save so long for a bag, you expect it to be perfect. Unfortunately that's not always the case, especially when buying online. I saw your pics in the Wang thread and think your Rocco is pretty pebbly!
I hope it works out!
 
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