**Selling/consigning** with Fashionphile

[whateve]

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.

You did nothing wrong. You shouldn't be treated like a criminal. Their system should never have allowed you to cancel an order of a bag that was already in your possession. Don't let them bully you. They are the ones at fault and should just eat the loss. It's the same as if someone sends you something unsolicited. You aren't obligated to return it. I understand if you would feel better giving them back the money but you shouldn't be obligated to do so. It would be you doing them a favor.

 

[muchstuff]

You did nothing wrong. You shouldn't be treated like a criminal. Their system should never have allowed you to cancel an order of a bag that was already in your possession. Don't let them bully you. They are the ones at fault and should just eat the loss. It's the same as if someone sends you something unsolicited. You aren't obligated to return it. I understand if you would feel better giving them back the money but you shouldn't be obligated to do so. It would be you doing them a favor.

Also, @discreetlux , what happened with the other bag you had put a deposit on?

 

[discreetlux]

Also, @discreetlux , what happened with the other bag you had put a deposit on?

Now that I paid off the balance, the case the should be settled. I changed the details, since I'm not sure if FP employees read these, but at this point I just don't care. This is what really happened.

I got a great deal on a bag during their 12 days of deals, put it on reserve and paid most of it off with my credit card, and the remaining balance with a FP gift card (I purchased this for myself, more on that later).

After paying off most of the bag with my CC, I owed $300 on the bag. I went ahead and use the new ApplePay+Klarna feature, since they were offering a promotion where if you did a pay in 4 plan you would get a $20 credit. Since money was tight with the holidays, and I wanted to pay the bag off ASAP, I went ahead and purchased a FP gift card for $300 with the Klarna pay in 4 plan. Initially I only had to pay $75, and then another $75 every two weeks until it was done.

About a week after I received the bag (absolutely love it), I decided I didn't need a wallet that I had on reserve, since I was still paying off my FP gift card. I logged into my account and at the top of my purchase history was just an item number and the option to cancel (I figured this was the wallet on reserve). The wallet was $325, so I would eat a $32 deposit, which I was fine with.

Instead, what I was cancelling was the gift card. This made absolutely no sense to me, since it had already been paid for and used to buy my bag. I did receive an e-mail about the refund, but I didn't check it and assumed it was for the wallet cancellation. About a week after this I noticed I received a $75 refund from Klarna, and did some investigating, and noticed FP fully refunded my gift card, but Klarna only paid me back $75, since this is all I initially paid in the pay in 4 plan.

Once I noticed this, I contacted FP, let them know that my account let me have the option to cancel a gift card after I had used it on a bag currently in my possession and what the next steps should be. I told them this shouldn't have even been an option on my account to cancel this gift card, usually most gift cards are final sale, so this made no sense to me.

I was lucky and spoke to a senior advisor on my first call, he understood my concern, I was prepared to pay the $300 back, but I thought with the amount of business I do with them, and the fact that I reported this, that they would juts waive it and thank me for bringing this glitch to their concern. The senior advisor said he threw this idea with their team, but he would get back to me later that day.

Later in the day he sent me an e-mail giving me a day and a half to pay the $300 or my account would no longer be in good standing. He also was insinuating that I somehow did this on purpose since I had the option to cancel it on my account. I wrote back, why would I try and scam FP and then call and report it LOL?

It was a mix up on orders. I didn't hear back from him for a day, and then he replied and apologized and said he didn't mean to make me feel that way, but if I still didn't pay the $300 by the end of that day, I would have to return the bag or face further repercussions.

He also gave me limited options on how to repay the $300. I had to purchase another gift card for $300, and accounting would basically use that to fix the glitch in my order. I offered other repayment options, such as just returning another order I had that was a bit over $300, and everything was denied. I was so fed up I told them I would just return the bag, but it had the tags cut off, and I already took it to Hermes to get a new lock and key (the lock was busted and had no keys with the original purchase).

Client services had no idea what to do, and eventually they told me this was out of their hands and being handled by another department higher up, and they couldn't guarantee I wouldn't receive further repercussions (whatever that means, like raid my house to retrieve the bag lol?).

When I found out my family's house had burned down in the Palisades, I just couldn't deal with their BS anymore and bought another gift card for $300. I will NEVER do business with them and filled out the form to close my account after the gift card was purchased.

The bullying tactics and lack of caring or willing to work with me on repayment when I brought this to THEIR attention was absolutely mind blowing. The funny part is, the gift card I current purchased STILL HAS THE OPTION TO CANCEL IT. They haven't fixed it, and I didn't want to explain the exact details of this story for that reason, but after how I was treated I don't care.

Sorry for the novel, but this was an extremely complicated and stressful situation. It was never that I didn't want to pay them back, it was how demanding and unprofessional they were about the whole thing. They definitely don't value their honest customers, that's for sure.

 

[discreetlux]

You did nothing wrong. You shouldn't be treated like a criminal. Their system should never have allowed you to cancel an order of a bag that was already in your possession. Don't let them bully you. They are the ones at fault and should just eat the loss. It's the same as if someone sends you something unsolicited. You aren't obligated to return it. I understand if you would feel better giving them back the money but you shouldn't be obligated to do so. It would be you doing them a favor.

Thank you I appreciate the kind words. Sadly when they mentioned the possibility of returning the bag and then the fact I had already modified it, for my own mental health with the fires and everything else going on in the world, I gave in and paid the $300. I hope this story at least lets others know that they don't value honesty or their clients and only care about their bookkeeping.

Here's a picture of my recent my orders page. The gift card that I paid back to fix this circus show is at the top. They already processed it, and it STILL HAS THE OPTION TO CANCEL LOL. They clearly haven't fixed the issue, nor seem to care that I brought it to their attention.

 

[discreetlux]

You did nothing wrong. You shouldn't be treated like a criminal. Their system should never have allowed you to cancel an order of a bag that was already in your possession. Don't let them bully you. They are the ones at fault and should just eat the loss. It's the same as if someone sends you something unsolicited. You aren't obligated to return it. I understand if you would feel better giving them back the money but you shouldn't be obligated to do so. It would be you doing them a favor.

What also really sucks is I feel like whenever I use this bag now I'm reminded of this nightmare. I purchased something awhile back through their live shopping event, and they had a promo where you would be sent a $250 gift card. They hand out discounts and promos like candy, yet they were acting like they were going to raid my house over $300.

I used the $250 gift card to purchase an Hermes bag charm, and a little extra change that brought it over $300. That's the order right under my gift card that has the CANCEL feature lol.

They completely ignored this as an option to repay the funds, it was their way or the highway. I should have just been patient and used the live shopping gift card on my bag instead of purchasing a gift card, but who knew a company like FP would act this way? This cute bag now has been TAINTED! Lol

 

[Love Of My Life]

@discreetlux, your bag & bag charm are lovely. Enjoy them.. This episode will fade eventually
& while understanding the bad taste that it leaves in your mouth with FP being unprofessional,
don't let that incident take away the pleasure of buying a bag that you like. FP wins with that
mindset, IYKWIM.. again, just enjoy the bag

 

[mrceral]

Thank you I appreciate the kind words. Sadly when they mentioned the possibility of returning the bag and then the fact I had already modified it, for my own mental health with the fires and everything else going on in the world, I gave in and paid the $300. I hope this story at least lets others know that they don't value honesty or their clients and only care about their bookkeeping.

Here's a picture of my recent my orders page. The gift card that I paid back to fix this circus show is at the top. They already processed it, and it STILL HAS THE OPTION TO CANCEL LOL. They clearly haven't fixed the issue, nor seem to care that I brought it to their attention.

View attachment 6114560

So you can buy a gift card, use it, and then cancel it for a refund? LOL

 

[discreetlux]

So you can buy a gift card, use it, and then cancel it for a refund? LOL

YEP I just got off the phone with tech support to make sure my new gift card was taken care of since the same issue was popping up.

I guess the “tech error” was that the status says shipping when the gift cards are only digital. Somehow this lets you use gift cards and cancel them for a refund. At least now I know it was a legit tech issue and I’m not crazy lol.

 

[discreetlux]

@discreetlux, your bag & bag charm are lovely. Enjoy them.. This episode will fade eventually
& while understanding the bad taste that it leaves in your mouth with FP being unprofessional,
don't let that incident take away the pleasure of buying a bag that you like. FP wins with that
mindset, IYKWIM.. again, just enjoy the bag

Thank you! I do love the bag, I feel better about the situation after finding out what the exact tech issue was. Not going to let them win and enjoy the bag

I love how this charm doubles as a key holder. Now I don’t have to worry about losing the Picotin keys…

 

[mrceral]

YEP I just got off the phone with tech support to make sure my new gift card was taken care of since the same issue was popping up.

I guess the “tech error” was that the status says shipping when the gift cards are only digital. Somehow this lets you use gift cards and cancel them for a refund. At least now I know it was a legit tech issue and I’m not crazy lol.

Make a post about it on Reddit under unethical life tips, they'll figure out how to fix it when 10000 people order gift cards and cancel them

 

[discreetlux]

Make a post about it on Reddit under unethical life tips, they'll figure out how to fix it when 10000 people order gift cards and cancel them

LOL omg I’m dying, I needed a good laugh after all this. That’s why I originally changed the details of my story on here, but then I just stopped caring and shared the tea

 

[whateve]

What also really sucks is I feel like whenever I use this bag now I'm reminded of this nightmare. I purchased something awhile back through their live shopping event, and they had a promo where you would be sent a $250 gift card. They hand out discounts and promos like candy, yet they were acting like they were going to raid my house over $300.

I used the $250 gift card to purchase an Hermes bag charm, and a little extra change that brought it over $300. That's the order right under my gift card that has the CANCEL feature lol.

They completely ignored this as an option to repay the funds, it was their way or the highway. I should have just been patient and used the live shopping gift card on my bag instead of purchasing a gift card, but who knew a company like FP would act this way? This cute bag now has been TAINTED! Lol


View attachment 6114567

It is a gorgeous bag! I know how the experience can taint your love of the bag. I hope you can enjoy your bag regardless.

 

[muchstuff]

Now that I paid off the balance, the case the should be settled. I changed the details, since I'm not sure if FP employees read these, but at this point I just don't care. This is what really happened.

I got a great deal on a bag during their 12 days of deals, put it on reserve and paid most of it off with my credit card, and the remaining balance with a FP gift card (I purchased this for myself, more on that later).

After paying off most of the bag with my CC, I owed $300 on the bag. I went ahead and use the new ApplePay+Klarna feature, since they were offering a promotion where if you did a pay in 4 plan you would get a $20 credit. Since money was tight with the holidays, and I wanted to pay the bag off ASAP, I went ahead and purchased a FP gift card for $300 with the Klarna pay in 4 plan. Initially I only had to pay $75, and then another $75 every two weeks until it was done.

About a week after I received the bag (absolutely love it), I decided I didn't need a wallet that I had on reserve, since I was still paying off my FP gift card. I logged into my account and at the top of my purchase history was just an item number and the option to cancel (I figured this was the wallet on reserve). The wallet was $325, so I would eat a $32 deposit, which I was fine with.

Instead, what I was cancelling was the gift card. This made absolutely no sense to me, since it had already been paid for and used to buy my bag. I did receive an e-mail about the refund, but I didn't check it and assumed it was for the wallet cancellation. About a week after this I noticed I received a $75 refund from Klarna, and did some investigating, and noticed FP fully refunded my gift card, but Klarna only paid me back $75, since this is all I initially paid in the pay in 4 plan.

Once I noticed this, I contacted FP, let them know that my account let me have the option to cancel a gift card after I had used it on a bag currently in my possession and what the next steps should be. I told them this shouldn't have even been an option on my account to cancel this gift card, usually most gift cards are final sale, so this made no sense to me.

I was lucky and spoke to a senior advisor on my first call, he understood my concern, I was prepared to pay the $300 back, but I thought with the amount of business I do with them, and the fact that I reported this, that they would juts waive it and thank me for bringing this glitch to their concern. The senior advisor said he threw this idea with their team, but he would get back to me later that day.

Later in the day he sent me an e-mail giving me a day and a half to pay the $300 or my account would no longer be in good standing. He also was insinuating that I somehow did this on purpose since I had the option to cancel it on my account. I wrote back, why would I try and scam FP and then call and report it LOL?

It was a mix up on orders. I didn't hear back from him for a day, and then he replied and apologized and said he didn't mean to make me feel that way, but if I still didn't pay the $300 by the end of that day, I would have to return the bag or face further repercussions.

He also gave me limited options on how to repay the $300. I had to purchase another gift card for $300, and accounting would basically use that to fix the glitch in my order. I offered other repayment options, such as just returning another order I had that was a bit over $300, and everything was denied. I was so fed up I told them I would just return the bag, but it had the tags cut off, and I already took it to Hermes to get a new lock and key (the lock was busted and had no keys with the original purchase).

Client services had no idea what to do, and eventually they told me this was out of their hands and being handled by another department higher up, and they couldn't guarantee I wouldn't receive further repercussions (whatever that means, like raid my house to retrieve the bag lol?).

When I found out my family's house had burned down in the Palisades, I just couldn't deal with their BS anymore and bought another gift card for $300. I will NEVER do business with them and filled out the form to close my account after the gift card was purchased.

The bullying tactics and lack of caring or willing to work with me on repayment when I brought this to THEIR attention was absolutely mind blowing. The funny part is, the gift card I current purchased STILL HAS THE OPTION TO CANCEL IT. They haven't fixed it, and I didn't want to explain the exact details of this story for that reason, but after how I was treated I don't care.

Sorry for the novel, but this was an extremely complicated and stressful situation. It was never that I didn't want to pay them back, it was how demanding and unprofessional they were about the whole thing. They definitely don't value their honest customers, that's for sure.

That's just crazy. What's happened to their customer service?

 

[muchstuff]

Further to my debacle, I have both FP and UPS emailing daily now. I'm basically just copying their messages and sending them to each other.

 

[chowlover2]

Your bag is gorgeous and the charm is absolutely perfect with her. At least your ordeal is over, try to enjoy her. I just cancelled a bag I had on layaway at Fashionphile. Their business practices these days leave a bad taste in my mouth and there are lots of other preloved bag sites with better customer service.