**Selling/consigning** with Fashionphile

[ahsw]

I've just deleted my account with Fashionphile after 8 years of purchasing over 40 bags.

The story begins... I accepted a quote from FP, attached their label with my US return address on it, and dropped off at UPS Canada (IMPORTANT). They've happily accepted my packages with my US return address in the past with no problem, and receipted me for this one.

Long story short...the package was deemed lost, and UPS opened a claim on my behalf as FP refused to, since I had posted from a country that differed from the label, a thing I had done several times before.

After at least six calls to FP (two messages left with claims dept, who never returned the call) I was told that claims didn't accept it because I posted from Canada, and that they had told customer service to let me know. Customer service, of course, didn't.

Fast forward to today...I finally spoke to someone who spoke to someone who spoke to someone else and they all said they were sorry but couldn't accept the claim. I asked them, as a good will gesture, to pay out the $850 to a loyal, frequently buying customer of theirs (over 4k last month). They refused, saying that they "couldn't".

I disputed that, saying they certainly could if they wanted to, it wasn't rocket science after all and it was clear I dealt in good faith. They still refused.

My account with them is now closed, I will have no more dealing wth Fashionphile in the future. They asked why I wanted to close my account, this is what I wrote:

View attachment 6106806

I find their lack of empathy and refessionalism pathetic. Good bye FP.

Can you file a police report? Would that help?

 

[muchstuff]

Can you file a police report? Would that help?

I’d have to have some sort of proof that what they’re doing is illegal.

 

[ahsw]

I’d have to have some sort of proof that what they’re doing is illegal.

I just caught up and I’m glad to see that you got your payout. What an absolute nightmare! Btw, I read somewhere that Sarah Davis left FP. Unsure if this is true or not but just wanted to share.

 

[muchstuff]

I just caught up and I’m glad to see that you got your payout. What an absolute nightmare! Btw, I read somewhere that Sarah Davis left FP. Unsure if this is true or not but just wanted to share.

You must have misread, they’ve done nothing at all to help me.

Sarah is still listed on linkedin as connected to FP. anyone know for certain?

 

[fayden]

As of last month she's still there.

https://fashionista.com/2024/11/sarah-davis-fashionphile-fashionista-network

I don't see anything in the news of her leaving.

 

[muchstuff]

As of last month she's still there.

https://fashionista.com/2024/11/sarah-davis-fashionphile-fashionista-network

I don't see anything in the news of her leaving.

 

[discreetlux]

I’d have to have some sort of proof that what they’re doing is illegal.

This is just bad business. It's unfair for them to outright refuse to work with you and UPS. While a company has a right to refuse business, once they enter a contract with a customer or shipping partner, I don't see how they can just wipe their hands clean of it and close the case. When you accepted their offer and shipped the bag, there was a transfer of ownership under their terms of service. Based on this case being closed, not solved, the amount of ambiguity might leave them open to legal issues due to unfair business practices.

I'm sorry this is happening to you

The good news is they really like keeping their A+ rating on the BBB and are quick to respond to problems.

 

[Love Of My Life]

There is no insurance when shipping with UPS - please go to their website and look it up. Rather, with FedEx and UPS there is such a thing called declaration of value - when the carrier assumes responsibility for the value of the parcel and would reimburse it in case of package loss or damage - it is NOT an insurance as the rules are different around it. The issue here is that the liability for your package was calculated from the package being shipped from your address in the US to the FP location in the US, not Canada. Thus UPS is backing out of paying the claim, in addition, there is also an issue of customs and rules of the international cariage that should have applied.

Bottom line - you should never have sent your package from Canada with the US shipping label - sadly, whatever you did in the past doesn't matter, as you didn't have to file claims. In this case, when the package is lost - they are refusing to pay, as it was not in their contract to deliver your package from Canada to the US. You go into the area "he said, she said, whatever guy at the UPS said" - sorry, it doesn't matter as there are rules of carriage. Your best bet is to sort it out with FP..

There is no insurance when shipping with UPS - please go to their website and look it up. Rather, with FedEx and UPS there is such a thing called declaration of value - when the carrier assumes responsibility for the value of the parcel and would reimburse it in case of package loss or damage - it is NOT an insurance as the rules are different around it. The issue here is that the liability for your package was calculated from the package being shipped from your address in the US to the FP location in the US, not Canada. Thus UPS is backing out of paying the claim, in addition, there is also an issue of customs and rules of the international cariage that should have applied.

Bottom line - you should never have sent your package from Canada with the US shipping label - sadly, whatever you did in the past doesn't matter, as you didn't have to file claims. In this case, when the package is lost - they are refusing to pay, as it was not in their contract to deliver your package from Canada to the US. You go into the area "he said, she said, whatever guy at the UPS said" - sorry, it doesn't matter as there are rules of carriage. Your best bet is to sort it out wi

This is just bad business. It's unfair for them to outright refuse to work with you and UPS. While a company has a right to refuse business, once they enter a contract with a customer or shipping partner, I don't see how they can just wipe their hands clean of it and close the case. When you accepted their offer and shipped the bag, there was a transfer of ownership under their terms of service. Based on this case being closed, not solved, the amount of ambiguity might leave them open to legal issues due to unfair business practices.

I'm sorry this is happening to you

The good news is they really like keeping their A+ rating on the BBB and are quick to respond to problems.

@muchstuff has contacted the CEO of FP.. let's see what will be the outcome & as suggested
@muchstuff should continue pursuing any & all avenues including BBB as they have
an area designated to "business ethics"
FP client services is also disappointing giving her the runaround to a certain degree but so far FP
doesn't want to be held accountable & that is unfortunate.
Goodwill & client loyalty resonates with many of us, but at the end of the day it's a business
with rule/policies that many of us will question, but @muchstuff has been pro-active so here's
hoping something positive will come from this.
Sorry for the double posts from Ashanti-Rose

 

[muchstuff]

@muchstuff has contacted the CEO of FP.. let's see what will be the outcome & as suggested
@muchstuff should continue pursuing any & all avenues including BBB as they have
an area designated to "business ethics"
FP client services is also disappointing giving her the runaround to a certain degree but so far FP
doesn't want to be held accountable & that is unfortunate.
Goodwill & client loyalty resonates with many of us, but at the end of the day it's a business
with rule/policies that many of us will question, but @muchstuff has been pro-active so here's
hoping something positive will come from this.
Sorry for the double posts from Ashanti-Rose

This is just bad business. It's unfair for them to outright refuse to work with you and UPS. While a company has a right to refuse business, once they enter a contract with a customer or shipping partner, I don't see how they can just wipe their hands clean of it and close the case. When you accepted their offer and shipped the bag, there was a transfer of ownership under their terms of service. Based on this case being closed, not solved, the amount of ambiguity might leave them open to legal issues due to unfair business practices.

I'm sorry this is happening to you

The good news is they really like keeping their A+ rating on the BBB and are quick to respond to problems.

Thanks, I haven't heard anything back from anyone yet. I'll pursue again next week.

 

[discreetlux]

Thanks, I haven't heard anything back from anyone yet. I'll pursue again next week.

I'm not sure what's going on with this company or if they have new management, but they definitely don't care about client loyalty. I don't want to go into details, but I'm rather shocked by my recent experience. I decided to close my account. Very disappointing, I loved selling and shopping with them for years.

 

[muchstuff]

I'm not sure what's going on with this company or if they have new management, but they definitely don't care about client loyalty. I don't want to go into details, but I'm rather shocked by my recent experience. I decided to close my account. Very disappointing, I loved selling and shopping with them for years.

I respect your not wanting to share details, but perhaps it would be helpful for others?

 

[discreetlux]

I respect your not wanting to share details, but perhaps it would be helpful for others?

No worries at all, it's a REALLY specific situation, but I can change it up a bit while still getting the same point across.

Basically, let's say I reserved a bag, paid the 10% reserve fee, paid off and now have the bag. After paying off the bag, I realized I had another item on reserve that I didn't end up wanting. I went to my purchases and cancelled it, or so I thought. It let me cancel the bag that I reserved and had already paid off. I wasn't paying attention and thought I only had one item on reserve, so it just made sense to cancel whatever was available.

The system had a glitch and refunded my 10% deposit. I heard nothing from FP, contacted them to tell them about the error. Instead of thanking me for notifying them of the glitch, they were implying it's somehow my fault since I cancelled it on my end and that I have a strict deadline to pay the 10% deposit back on a payment method of THEIR CHOICE or my account faces consequences lol.

I told them yes I cancelled it on my end, but this shouldn't have even been an option for me to do in the first place, which is why I was reporting it to them. It was almost like they thought I hacked into their system to get a refund or something.

I called in knowing there was a possibility that they would want the 10% reserve payment back, but most companies have an honor system with their clients where if there is a mistake on their end, they don't punish the customer, which is what this felt like. I was happy to pay back the fee, but the treatment and customer service made me feel like I did something wrong. They just lost a lot of future sales and purchases over a small 10% deposit fee. In this case, this wasn't a deed well done in the eyes of FP.

 

[muchstuff]

No worries at all, it's a REALLY specific situation, but I can change it up a bit while still getting the same point across.

Basically, let's say I reserved a bag, paid the 10% reserve fee, paid off and now have the bag. After paying off the bag, I realized I had another item on reserve that I didn't end up wanting. I went to my purchases and cancelled it, or so I thought. It let me cancel the bag that I reserved and had already paid off. I wasn't paying attention and thought I only had one item on reserve, so it just made sense to cancel whatever was available.

The system had a glitch and refunded my 10% deposit. I heard nothing from FP, contacted them to tell them about the error. Instead of thanking me for notifying them of the glitch, they were implying it's somehow my fault since I cancelled it on my end and that I have a strict deadline to pay the 10% deposit back on a payment method of THEIR CHOICE or my account faces consequences lol.

I told them yes I cancelled it on my end, but this shouldn't have even been an option for me to do in the first place, which is why I was reporting it to them. It was almost like they thought I hacked into their system to get a refund or something.

I called in knowing there was a possibility that they would want the 10% reserve payment back, but most companies have an honor system with their clients where if there is a mistake on their end, they don't punish the customer, which is what this felt like. I was happy to pay back the fee, but the treatment and customer service made me feel like I did something wrong. They just lost a lot of future sales and purchases over a small 10% deposit fee. In this case, this wasn't a deed well done in the eyes of FP.

Same here, it feels like they think I’ve done something shady.

 

[discreetlux]

Same here, it feels like they think I’ve done something shady.

EXACT same feeling here. I called a senior client services representative out on this behavior (how he got to the senior level with this type of behavior in luxury customer service I have no idea). He replied today with an apology, but still insisted that I pay the missing funds by the end of the day, or I would have to return the bag I purchased lol. They are giving me these strict deadlines, no room to even help me out with a timeframe. I could have never even called to let them know about this glitch in the first place, but it was the right thing to do.

I called earlier today to try and figure out what they meant by return the bag, since I cut the tags off and took it to Hermes to get a new lock and key. As far as I know, that's against their return policy, and neither the client advisor, nor the senior advisor knew what to do. They said they would get back to me by end of day, and as the work day was coming to an end I decided to just call. They said this was now out of their hands and in a higher department, and that they couldn't guarantee I wouldn't face further penalty if I didn't pay the missing funds by today lol (whatever further penalty means).

At the end of the day it's their money, I was going to pay it back, just the rudeness and presumptive attitudes have completely turned me off from ever working with the company again. I paid it off over the phone, so hopefully this nightmare will come to an end. I have family who lost their homes in the Palisades fires, and I just couldn't be bothered by this company anymore.

I hope you have a better outcome. A friend of mine suggested to file a complaint, which might be why this got escalated to another department. If you scroll to the bottom of their webpage, the far left has a list of options under Customer Service. Click 'give us feedback' and you can file a complaint.

 

[muchstuff]

EXACT same feeling here. I called a senior client services representative out on this behavior (how he got to the senior level with this type of behavior in luxury customer service I have no idea). He replied today with an apology, but still insisted that I pay the missing funds by the end of the day, or I would have to return the bag I purchased lol. They are giving me these strict deadlines, no room to even help me out with a timeframe. I could have never even called to let them know about this glitch in the first place, but it was the right thing to do.

I called earlier today to try and figure out what they meant by return the bag, since I cut the tags off and took it to Hermes to get a new lock and key. As far as I know, that's against their return policy, and neither the client advisor, nor the senior advisor knew what to do. They said they would get back to me by end of day, and as the work day was coming to an end I decided to just call. They said this was now out of their hands and in a higher department, and that they couldn't guarantee I wouldn't face further penalty if I didn't pay the missing funds by today lol (whatever further penalty means).

At the end of the day it's their money, I was going to pay it back, just the rudeness and presumptive attitudes have completely turned me off from ever working with the company again. I paid it off over the phone, so hopefully this nightmare will come to an end. I have family who lost their homes in the Palisades fires, and I just couldn't be bothered by this company anymore.

I hope you have a better outcome. A friend of mine suggested to file a complaint, which might be why this got escalated to another department. If you scroll to the bottom of their webpage, the far left has a list of options under Customer Service. Click 'give us feedback' and you can file a complaint.

What a sh*t show. I did inform the last customer service person who emailed me that I was drafting a complaint to the BBB and suddenly I have a supervisor asking me for more info, but I don't know if it'll amount to anything.