Unluxurious policies from luxury brands

[Christofle]

This is a great comment and one of the points I was trying to get at! I once had a made-to-measure suit (blazer + skirt) made for me, where I made an appointment, got measured, and picked everything from the fabric, to the length, to the number of buttons. The suit cost me ~$1k and was personally delivered to me. It's mind boggling to me that a $2000 leather handbag that you buy off the shelf has worse service.





Bank fees and credit card fees apply to literally any store that accepts this kind of payment. I always use Zara and Massimo Dutti as an example - their returns process is so sophisticated that I don't even need to insert my card for a refund. Their system automatically does it. None of their products are even close in price to what Chanel, Fendi or Bvlgari charge, but they accept the same forms of payment and pay the same refund fees. I can get a full refund on a $300 coat from Massimo Dutti on sale, but if I change my mind on a $3000 regular-priced Fendi bag I'm stuck with store credit. As for returns being costly, there are many automated solutions these days to weed out customers who abuse generous return policies.

As for no refunds not being associated with luxury...I disagree. If your product is so brilliant that you can charge thousands of dollars for it, you should offer a full refund if a customer changes their mind.

Those points aside, I think these brands can at least be transparent about the return policy. It's kind of scummy not to say anything before the customer pays. My recent experience was that an SA didn't say anything about it until I asked, all while employing various tactics to close a sale ("it's the last one", "it's really popular and selling fast", "a girl wanted to buy it but I held it for you", etc.). I've had less pressure and more transparency when shopping at affordable fast fashion retailers.

I prefer no refunds since they tend to make people think twice about a purchase so you are less likely to purchase an item on the sales floor which has been purchase and returned. This also decreases the chance of goods being damaged by individuals who purchase items for events and then return them.

Moreover there’s less waste because so many companies simply destroy returned merchandise because the cost of restocking the item is higher than the price of the merchandise (this isn’t really the case for high end though).

 

[totally]

I prefer no refunds since they tend to make people think twice about a purchase so you are less likely to purchase an item on the sales floor which has been purchase and returned. This also decreases the chance of goods being damaged by individuals who purchase items for events and then return them.

Moreover there’s less waste because so many companies simply destroy returned merchandise because the cost of restocking the item is higher than the price of the merchandise (this isn’t really the case for high end though).

My point isn't purely about not allowing refunds, it's also the fact that these brands aren't upfront about these policies. I can assure you my SA wasn't trying to make me think twice when she tried to pressure me into buying the "the last one". At no point did she mention the return policy until I asked her about it. Oh and by the way, the boutique's return policy isn't anywhere on their website, so they really don't want you to know. Another example is this YouTuber who wasn't informed about Fendi's return policy until AFTER she had paid and the transaction was irreversible.

It's not difficult or complicated to mention this policy to a new customer before they swipe thousands of dollars. If the brands wanted us to carefully consider our purchases, they'd mention the policy upfront rather than keeping quiet about it. The SAs and brands want us to spend first, think later - then spend more to use up the store credit if we change our minds. The policy is just business - but that's not my point. My point is not being clear about returns is pretty unclassy behaviour from brands that advertise how classy their products are.

In any case, if the cost/risk of a refund was so huge, none of the luxury retailers would offer this policy. Off the top of my head, Louis Vuitton, Dior, Gucci and Saint Laurent offer full refunds under specific conditions, which are very reasonable. As I mentioned in my original post, it's only some retailers who do not refund at all. I also highly doubt any of these brands would accept an obviously worn item that is in worse condition than display pieces.

Yes, returned products are one of the things that contribute to waste. But all of the brands allow returns, just not necessarily refunds. Their policies aren't motivated by environmental concerns, just profits. As I mentioned above, the store credit policy encourages you to spend more to use up the credit (and therefore consume more) if you do end up returning a product. So it's actually not eco-conscious at all, since it's encouraging additional consumption.

 

[Christofle]

My point isn't purely about not allowing refunds, it's also the fact that these brands aren't upfront about these policies. I can assure you my SA wasn't trying to make me think twice when she tried to pressure me into buying the "the last one". At no point did she mention the return policy until I asked her about it. Oh and by the way, the boutique's return policy isn't anywhere on their website, so they really don't want you to know. Another example is this YouTuber who wasn't informed about Fendi's return policy until AFTER she had paid and the transaction was irreversible.

It's not difficult or complicated to mention this policy to a new customer before they swipe thousands of dollars. If the brands wanted us to carefully consider our purchases, they'd mention the policy upfront rather than keeping quiet about it. The SAs and brands want us to spend first, think later - then spend more to use up the store credit if we change our minds. The policy is just business - but that's not my point. My point is not being clear about returns is pretty unclassy behaviour from brands that advertise how classy their products are.

In any case, if the cost/risk of a refund was so huge, none of the luxury retailers would offer this policy. Off the top of my head, Louis Vuitton, Dior, Gucci and Saint Laurent offer full refunds under specific conditions, which are very reasonable. As I mentioned in my original post, it's only some retailers who do not refund at all. I also highly doubt any of these brands would accept an obviously worn item that is in worse condition than display pieces.

Yes, returned products are one of the things that contribute to waste. But all of the brands allow returns, just not necessarily refunds. Their policies aren't motivated by environmental concerns, just profits. As I mentioned above, the store credit policy encourages you to spend more to use up the credit (and therefore consume more) if you do end up returning a product. So it's actually not eco-conscious at all, since it's encouraging additional consumption.

This might simply just be a difference of policies between countries. There’s no law requiring companies to accept returns in Canada and many luxury brands and even regular brands operate this way.

I totally get that it can be frustrating; I guess I’m just used to checking around the cash register for a no return / exchange / refund sign!

 

[blushnbellinlvoe]

My point isn't purely about not allowing refunds, it's also the fact that these brands aren't upfront about these policies. I can assure you my SA wasn't trying to make me think twice when she tried to pressure me into buying the "the last one". At no point did she mention the return policy until I asked her about it. Oh and by the way, the boutique's return policy isn't anywhere on their website, so they really don't want you to know. Another example is this YouTuber who wasn't informed about Fendi's return policy until AFTER she had paid and the transaction was irreversible.

It's not difficult or complicated to mention this policy to a new customer before they swipe thousands of dollars. If the brands wanted us to carefully consider our purchases, they'd mention the policy upfront rather than keeping quiet about it. The SAs and brands want us to spend first, think later - then spend more to use up the store credit if we change our minds. The policy is just business - but that's not my point. My point is not being clear about returns is pretty unclassy behaviour from brands that advertise how classy their products are.

In any case, if the cost/risk of a refund was so huge, none of the luxury retailers would offer this policy. Off the top of my head, Louis Vuitton, Dior, Gucci and Saint Laurent offer full refunds under specific conditions, which are very reasonable. As I mentioned in my original post, it's only some retailers who do not refund at all. I also highly doubt any of these brands would accept an obviously worn item that is in worse condition than display pieces.

Yes, returned products are one of the things that contribute to waste. But all of the brands allow returns, just not necessarily refunds. Their policies aren't motivated by environmental concerns, just profits. As I mentioned above, the store credit policy encourages you to spend more to use up the credit (and therefore consume more) if you do end up returning a product. So it's actually not eco-conscious at all, since it's encouraging additional consumption.

This might simply just be a difference of policies between countries. There’s no law requiring companies to accept returns in Canada and many luxury brands and even regular brands operate this way.

I totally get that it can be frustrating; I guess I’m just used to checking around the cash register for a no return / exchange / refund sign!

Great dialogue! One of the reasons why I love purseblogforum. Anyways, I remember when LV had a no return policy - not even exchanges. All sales were final! Ahh, lamenting the good ole days…
Well, back to the present times. Now I just ask what the return policy is out of habit even if I plan on keeping the item. I just can’t be bothered to make the extra effort to return something.
Just adding my two cents to the main topic of the OP, I find luxury brands should automatically offer free express shipping and not have the option as an upgrade or special favour for clients. I am one of those people that get irked over those pesky fees even if it is only $15 dollars for a $2999 bag.

 

[totally]

This might simply just be a difference of policies between countries. There’s no law requiring companies to accept returns in Canada and many luxury brands and even regular brands operate this way.

I totally get that it can be frustrating; I guess I’m just used to checking around the cash register for a no return / exchange / refund sign!

I'm not comparing different countries' refund policies...? But even if I was, Zara and Massimo Dutti are owned by Inditex, a Spanish company - they have generous return policies clearly articulated on their website despite not being luxury brands so it's not "a typical European business model". It's just one of many business models. I didn't refer to legality anywhere either, not sure where you're getting that from!

Like you, I'm used to checking the website/cash register for no return/exchange/refund sign. My point is I did all of that and didn't find any details, and the SA didn't tell me until I asked. In contrast, Uniqlo's return policy is clearly spelled out on their website, and the cashier always tells me (unprompted) before I pay if it's final sale, exchange only, or returnable.

 

[totally]

Great dialogue! One of the reasons why I love purseblogforum. Anyways, I remember when LV had a no return policy - not even exchanges. All sales were final! Ahh, lamenting the good ole days…
Well, back to the present times. Now I just ask what the return policy is out of habit even if I plan on keeping the item. I just can’t be bothered to make the extra effort to return something.
Just adding my two cents to the main topic of the OP, I find luxury brands should automatically offer free express shipping and not have the option as an upgrade or special favour for clients. I am one of those people that get irked over those pesky fees even if it is only $15 dollars for a $2999 bag.

I was definitely annoyed they insisted on charging $15 haha! But if you bought a $2999 it's free because it's over $1000 The irony is that the Dior online website launched a week after and I could have gotten free shipping

 

[doni]

As for no refunds not being associated with luxury...I disagree. If your product is so brilliant that you can charge thousands of dollars for it, you should offer a full refund if a customer changes their mind.

I am saying refund policies are not associated to luxury, because luxury houses never had them. Hence, I do not associate this to them. It is not something that was part of the luxury experience (such a free alterations) and then it wasn’t. It is a practice that has typically never been part of what luxury brands offer.

Instead, refund policies were introduced by non-luxury retailers, so naturally I associate them to non luxury retail. And indeed, it is a practice that has taken much longer to get hold of in Europe. I am Spanish and I remember well how extraordinary it was that Zara offered refunds no question asked. The idea that you would take a jacket home and then come back to the shop days or even weeks later to return it was wow, unheard of. And the idea that you may be buying stuff that people had had in their homes…put many people off.

Full refund policies are obviously extremely convenient for consumers. So are self checkouts, Amazon, or cheap prices. But are they luxury? I don’t know, I am not so sure.

I think one could argue that behind the no refund policy is the concept of luxury as a serious purchase that you don’t take lightly and think carefully about, a commitment to the object and to the brand. In the same way one does not expect full refund after owning a car or a house for a month (or yes? maybe it is different in other countries). The (outdated) idea that luxury items don’t go around from hand to hand. It also evokes a time when luxury would equal bespoke and people would stamp their initials everywhere…

 

[880]

Agree with points others have made that luxury brands limit refunds and don’t mention the policy in order to discourage buyers remorse returns and returns of used merchandise.

I personally try to avoid returning anything, but of course if something is defective, a luxury brand should address.

I strongly believe that shopping on line, while deliberately chosen by some for the ability to return more freely, is not a luxurious experience. For this reason, I try to avoid, but of course this isn’t possible for everyone.

To Premier RTW brands: you need to step up your tailoring and delivery safeguards:
(chanel and brunello are peerless in all but delay times, but at least two other premier luxury brands are not)

Waiting weeks, months for tailoring of full retail price RTW.
You should hire and train more tailors

if you send your tailoring out to a third party (many luxury brands do this) and even if you don’t, check the work before delivering it to the client pls

when delivering, do not staple the open receipt to the outside of an open shopping bag (Two premier luxury companies habe done this, and it is an invitation to steal

pls make sure the staples on a delivery bag do not go through the items

if I would like the cheap oversized plastic buttons on a dress (same style, same size button holes, as a jacket bought in the same season) changed to match the jackets cloth covered buttons, pls don’t simply cover the existing buttons with fabric bc then they will not fit into the buttonholes.

pls don’t send me a garment missing closure snaps and buttons.

and, pls don’t mix up deliveries and send someone else’s to me and force me to call you repeatedly to get this resolved.

i wish luxury brands would waste less packaging, boxes, bags, hangers, dust cloths (why does a sweater need a dust cloth)

 

[JenJBS]

• Strap adjustments: Certain handbags come with straps that aren't adjustable, such as the Chanel WOC and Celine Nano Luggage Bag. You don't have the option of an adjustable strap and they won't shorten it for you. You'll have to fork out MORE money to buy a strap shortener or go to a cobbler because they can't be bothered to update the strap design or offer any strap adjustment services on a $3000 bag. practices?

One thing I loved with my Polene Numero Dix bag was that it came with two different straps. One for shoulder carry, one for crossbody. That way the aesthetic of the bag wasn't ruined by super long dangling tails from the strap being adjusted. They adjust a bit, just not so much as to ruin the look of the bag. That is what I call luxury - and attention to detail.

A small bit of adjusting is fine for me, as long as there isn't too long a piece dangling, and ruining the aesthetic. But I'm 4'11" (59 inches) so I usually need a strap on the very shortest setting - and end up with the ugly tail that ruins the look of the bag. That is something that bothers me. I recently cut off the leather strap and replaced it with a chain strap the look was so bad. I've passed on bags for that reason. Yeah, them custom tailoring the strap to the correct length would be wonderful, and true luxury.

I find luxury brands should automatically offer free express shipping and not have the option as an upgrade or special favour for clients. I am one of those people that get irked over those pesky fees even if it is only $15 dollars for a $2999 bag.

Yes! Completely agree! Free express shipping should be a given with any luxury purchase.

 

[Christofle]

Agree with points others have made that luxury brands limit refunds and don’t mention the policy in order to discourage buyers remorse returns and returns of used merchandise.

I personally try to avoid returning anything, but of course if something is defective, a luxury brand should address.

I strongly believe that shopping on line, while deliberately chosen by some for the ability to return more freely, is not a luxurious experience. For this reason, I try to avoid, but of course this isn’t possible for everyone.

To Premier RTW brands: you need to step up your tailoring and delivery safeguards:
(chanel and brunello are peerless in all but delay times, but at least two other premier luxury brands are not)

Waiting weeks, months for tailoring of full retail price RTW.
You should hire and train more tailors

if you send your tailoring out to a third party (many luxury brands do this) and even if you don’t, check the work before delivering it to the client pls

when delivering, do not staple the open receipt to the outside of an open shopping bag (Two premier luxury companies habe done this, and it is an invitation to steal

pls make sure the staples on a delivery bag do not go through the items

if I would like the cheap oversized plastic buttons on a dress (same style, same size button holes, as a jacket bought in the same season) changed to match the jackets cloth covered buttons, pls don’t simply cover the existing buttons with fabric bc then they will not fit into the buttonholes.

pls don’t send me a garment missing closure snaps and buttons.

and, pls don’t mix up deliveries and send someone else’s to me and force me to call you repeatedly to get this resolved.

i wish luxury brands would waste less packaging, boxes, bags, hangers, dust cloths (why does a sweater need a dust cloth)

I use dust bags for all my sweaters to minimize the risk of damage from insects so there is a reason to the madness!

 

[totally]

I think one could argue that behind the no refund policy is the concept of luxury as a serious purchase that you don’t take lightly and think carefully about, a commitment to the object and to the brand. In the same way one does not expect full refund after owning a car or a house for a month (or yes? maybe it is different in other countries). The (outdated) idea that luxury items don’t go around from hand to hand. It also evokes a time when luxury would equal bespoke and people would stamp their initials everywhere…

This is an interesting idea. Some luxury brands offer refunds (LV, Dior, Gucci, YSL), some fast fashion retailers only do store credit. When I shopped at Forever 21 ages ago, they only gave store credit on a return. Is that because they’re trying to uphold luxurious ideals or because they’re trying to reduce the cost of returns?

I wouldn’t necessarily compare a car or a house is comparable to a handbag. It is completely fair that a bespoke suit made to my measurements and specifications, or a custom couch made to the specifications of my living room is final sale. Same with a monogrammed mass-produced handbag with my specific initials - these are all customized to some degree. On non-customized, mass-produced products, I am happy to agree to disagree on return policies.

As for luxury being a serious purchase, I go back to my recent “luxury“ experience…the SA was steering me to impulse purchase, not carefully purchase I purchased only after making her explain the return policy clearly and ensuring I could get a brand new bag. Prior to that, she kept saying the scuffed bag with crooked stitching that she let another girl try on the other day (despite putting it on hold for me) was the last one, selling well, looks great on you, etc. To me, the lack of upfront communication about the return policy and clear high pressure sales tactics are the opposite of the luxury experience you described.

 

[totally]

I strongly believe that shopping on line, while deliberately chosen by some for the ability to return more freely, is not a luxurious experience. For this reason, I try to avoid, but of course this isn’t possible for everyone.

After the recent Dior thread on a missing strap and my own experience buying online from LV…I’m good. I’ll wait to see the actual product in person lol.

A possible exception is buying through a responsive sales associate on Instagram who checks things for you, takes lots of photos and packages things nicely.

 

[IntheOcean]

May I ask, lots of people here in this thread and elsewhere talk of store policies. Aren't there laws that regulate this sort of thing? I understand that they differ from country to country, or state to state; but surely in most places, there must be some sort of regulations that overrule any store policies? Like, for instance, 14 days to exchange or return an item if it hasn't been used and has all the packaging and tags attached?

 

[880]

JMO, I think such returns (if someone changes their mind /buyers remorse) coupled with skyrocketing prices, both exacerbate a prospective buyers obsession with microscopic flaws .
not a good thing. For myself, I try to be very sure before purchase and avoid returns. @redney posted an article re the environmental and economic issues of returns

The Nasty Logistics of Returning Your Too-Small Pants

What happens to the stuff you order online after you send it back?

www.theatlantic.com

in this thread;

people who abuse liberal return policies

Those are the folks THAT DO it!!! Can't even say how many of my friends who worked retail said that the "Hollywood" crowd was the absolute worst in being cheap and doing sh1t like this .. especially around awards season! UFB .. they can freakin' afford it and they do crap like this .. that is...

forum.purseblog.com

Luxury is also about sustainability, and I personally do not worry about microscopic flaws or return for reason of change of mind. But, of course there are legitimate reasons to return and YMMV

 

[totally]

It was like this at my local store well before covid (I would say the last 6 years).

Ah yes, when I want to feel luxurious I stand in line at Louis Vuitton…at the door, not even at the cash register yet