Used item sent from eBoutique

[mango1313]

I ordered a five motif white guilloche bracelet from the eBoutique and it arrived scratched and without the green tag. I was out of the country and didn’t get to open it right away. I was also traveling within less than a week again and wasn’t able to exchange it in time. I informed customer service of the issue and they offered to begin the return process but since I wouldn’t be in the country to do the exchange within 30 days, I asked if the scratches could be repaired.

After several weeks of waiting on a resolution I got an email stating they can’t exchange the item because it cannot be resold in its current state and was offered to send it to be repaired at my own expense.

The email also informed me that they have photos of the item prior to it being sent out to me with no scratches. Which sounds odd since the only reason I have an issue is because I was sent a used bracelet.

Has this happened to anyone else? Is it common to receive used items from the eBoutique and then be told that you are the one that scratched the item? Has anyone had a resolution in a similar situation?

My previous orders from the eBoutique arrived brand new.

I just can’t believe this happened and that I’m now stuck holding a used piece.

 

[Love Of My Life]

I ordered a five motif white guilloche bracelet from the eBoutique and it arrived scratched and without the green tag. I was out of the country and didn’t get to open it right away. I was also traveling within less than a week again and wasn’t able to exchange it in time. I informed customer service of the issue and they offered to begin the return process but since I wouldn’t be in the country to do the exchange within 30 days, I asked if the scratches could be repaired.

After several weeks of waiting on a resolution I got an email stating they can’t exchange the item because it cannot be resold in its current state and was offered to send it to be repaired at my own expense.

The email also informed me that they have photos of the item prior to it being sent out to me with no scratches. Which sounds odd since the only reason I have an issue is because I was sent a used bracelet.

Has this happened to anyone else? Is it common to receive used items from the eBoutique and then be told that you are the one that scratched the item? Has anyone had a resolution in a similar situation?

My previous orders from the eBoutique arrived brand new.

I just can’t believe this happened and that I’m now stuck holding a used piece.

Well I would not be so accepting of this explanation.
If you made this purchase using your credit card, would consider disputing the charge.
Your documentation supports an untimely response (several weeks) for a resolution &
images that VCA have don't seem to support your issue.
By any chance did you take images of the bracelet? Not having the green tag should be
a "red flag"
Since you seem to have a history from the eBoutique, would think your previous history
should speak for itself & that VCA should make every attempt to satisfy you, JMO

 

[EpiFanatic]

Well I would not be so accepting of this explanation.
If you made this purchase using your credit card, would consider disputing the charge.
Your documentation supports an untimely response (several weeks) for a resolution &
images that VCA have don't seem to support your issue.
By any chance did you take images of the bracelet? Not having the green tag should be
a "red flag"
Since you seem to have a history from the eBoutique, would think your previous history
should speak for itself & that VCA should make every attempt to satisfy you, JMO

@mango1313, I am very sorry you received a scratched bracelet. I agree that they should try to help and at least ask them to try to repair in some way. But you weren’t there to meet the return deadline and there is nothing the eboutique could do about that. The policy is clear and I think it’s fair that clients are required to abide by it. It’s too bad that you could not send photos as soon as you opened the box. That would have been at least within the return time.

Can they send you pictures they took? Maybe disputing with your credit card is the best route if they are unwilling to help.

 

[Love Of My Life]

@mango1313, I am very sorry you received a scratched bracelet. I agree that they should try to help and at least ask them to try to repair in some way. But you weren’t there to meet the return deadline and there is nothing the eboutique could do about that. The policy is clear and I think it’s fair that clients are required to abide by it. It’s too bad that you could not send photos as soon as you opened the box. That would have been at least within the return time.

Can they send you pictures they took? Maybe disputing with your credit card is the best route if they are unwilling to help.

JMO, a client with a history presenting no previous issues with extenuating circumstances in this
case, should be given a courtesy. And the courtesy should be the repair of the scratches without
being charged.
While I agree that the eboutique does have a policy & deadline for a return should be met,
the OP did reach out & waited several weeks for a response/resolution & that time frame
could be very costly to the OP
Don't know if the OP sent any images of the bracelet but the missing tag is quite concerning
& that speaks in its own way.
If the OP doesn't get any satisfaction, she doesn't have to many options to explore if VCA
is unwilling to help.

 

[EpiFanatic]

JMO, a client with a history presenting no previous issues with extenuating circumstances in this
case, should be given a courtesy. And the courtesy should be the repair of the scratches without
being charged.
While I agree that the eboutique does have a policy & deadline for a return should be met,
the OP did reach out & waited several weeks for a response/resolution & that time frame
could be very costly to the OP
Don't know if the OP sent any images of the bracelet but the missing tag is quite concerning
& that speaks in its own way.
If the OP doesn't get any satisfaction, she doesn't have to many options to explore if VCA
is unwilling to help.

I agree that VCA should repair for her free of charge. I didn’t notice that she informed them within the return period. That would be in her favor. I do hope that vca will go above and beyond for her. It’s just a difficult situation.

 

[mango1313]

Well I would not be so accepting of this explanation.
If you made this purchase using your credit card, would consider disputing the charge.
Your documentation supports an untimely response (several weeks) for a resolution &
images that VCA have don't seem to support your issue.
By any chance did you take images of the bracelet? Not having the green tag should be
a "red flag"
Since you seem to have a history from the eBoutique, would think your previous history
should speak for itself & that VCA should make every attempt to satisfy you, JMO

I always use a credit card just in case something happens, but nothing has ever happened until now. I sent images of the bracelet to VCA upon their request. I also thought that a previous history with no issues would be considered, but I guess not.

Everything about this is so strange. When I initially ordered the bracelet it gave me two days to pick from for the delivery; however, the bracelet was shipped a week earlier. I don’t recall this ever happening before. I’m assuming they got a return and sent it out to me.

Initially, I just opened the box to check for a travel pouch since my last order did not come with one. I emailed VCA to request a travel pouch that day. I did not inspect the bracelet until later and the motif with the most scratches was the one near the clasp and tucked into the back.

 

[mango1313]

@mango1313, I am very sorry you received a scratched bracelet. I agree that they should try to help and at least ask them to try to repair in some way. But you weren’t there to meet the return deadline and there is nothing the eboutique could do about that. The policy is clear and I think it’s fair that clients are required to abide by it. It’s too bad that you could not send photos as soon as you opened the box. That would have been at least within the return time.

Can they send you pictures they took? Maybe disputing with your credit card is the best route if they are unwilling to help.

I’m still in the return window but even if I returned it today, they would not accept it since the bracelet is scratched.

I requested for them to send me their pictures with date stamps. There must be two sets of pictures, one for the previous client who owned the bracelet and ones before being sent to me. I still haven’t received a reply yet. I’m still hoping they can resolve the issue and I don’t have to file a dispute.

 

[Love Of My Life]

I’m still in the return window but even if I returned it today, they would not accept it since the bracelet is scratched.

I requested for them to send me their pictures with date stamps. There must be two sets of pictures, one for the previous client who owned the bracelet and ones before being sent to me. I still haven’t received a reply yet. I’m still hoping they can resolve the issue and I don’t have to file a dispute.

You are being more patient than many of us would be. I don't know what the time frame is that
you are expecting to hear back, but from where I sit several weeks would be unacceptable for
a resolution with a history such as yours. This should be addressed within 72 hours MAX.
The communications are all there for VCA to review.
The images that you are requesting should have the "green tag"
Please be as pro-active as you can be. The scratches, the lack of appropriate communication
& tossing this back in your lap as if you did this, is just wrong coming from the caliber of a company
such as VCA..... JMO

 

[EpiFanatic]

I’m still in the return window but even if I returned it today, they would not accept it since the bracelet is scratched.

I requested for them to send me their pictures with date stamps. There must be two sets of pictures, one for the previous client who owned the bracelet and ones before being sent to me. I still haven’t received a reply yet. I’m still hoping they can resolve the issue and I don’t have to file a dispute.

I just looked up the return period and it says a month. I thought two weeks for some reason. In that case they need to accept a return of a defective piece. I assume you talked to them at this point and it’s not just through email? They need to get a manager on your case since you received it scratched. That’s ridiculous.

 

[mango1313]

You are being more patient than many of us would be. I don't know what the time frame is that
you are expecting to hear back, but from where I sit several weeks would be unacceptable for
a resolution with a history such as yours. This should be addressed within 72 hours MAX.
The communications are all there for VCA to review.
The images that you are requesting should have the "green tag"
Please be as pro-active as you can be. The scratches, the lack of appropriate communication
& tossing this back in your lap as if you did this, is just wrong coming from the caliber of a company
such as VCA..... JMO

I initially wasn’t too bothered by the time they took to reply since I was certain they would resolve the issue since they have a record of where the bracelet was previously sent. The original response took two days, then I heard nothing back for six days and asked for an update and the customer service representative asked for pictures and then five days later I got an update that they were still reviewing the issue and then a day or so later I got the rejection email. I asked for the matter to be escalated and to be contacted by a manager but have yet to hear back. I would expect this from a small under staffed business that had some poor oversight.

 

[mango1313]

I just looked up the return period and it says a month. I thought two weeks for some reason. In that case they need to accept a return of a defective piece. I assume you talked to them at this point and it’s not just through email? They need to get a manager on your case since you received it scratched. That’s ridiculous.

I requested for a manager to reach out but haven’t heard anything. I’ve never had this type of experience before at any luxury brand or even at any other brand or Dept. store so this is truly a shocking experience.

 

[sleepydoc.]

I requested for a manager to reach out but haven’t heard anything. I’ve never had this type of experience before at any luxury brand or even at any other brand or Dept. store so this is truly a shocking experience.

At this point I would forget email and get on the phone. I wouldn't accept a call back either. Insist on speaking to someone with authority to reconcile the matter.

 

[Love Of My Life]

I initially wasn’t too bothered by the time they took to reply since I was certain they would resolve the issue since they have a record of where the bracelet was previously sent. The original response took two days, then I heard nothing back for six days and asked for an update and the customer service representative asked for pictures and then five days later I got an update that they were still reviewing the issue and then a day or so later I got the rejection email. I asked for the matter to be escalated and to be contacted by a manager but have yet to hear back. I would expect this from a small under staffed business that had some poor oversight.

In spite of what you expected VCA to do, they did not. You are talking close to 14 days to
resolve this issue. The images speak for themselves & that says enough
You were sent a scratched bracelet.
You are beginning to get the run around. No response. Repair charges for you to absorb
VCA standards are higher than this & this is unacceptable to me anyway
Time to be pro-active with a follow up phone call to a manager as suggested.
Think that 24-48 hours is reasonable & respectful for a resolution, if not you will
have to take matters into your own hands & make a decision
Wishing you a positive outcome

 

[mango1313]

At this point I would forget email and get on the phone. I wouldn't accept a call back either. Insist on speaking to someone with authority to reconcile the matter.

I just got a call back confirming that I can do an exchange. I’m so relieved. I feel so much better now knowing the issue is resolved. I really hope this was just a strange and rare occurrence and will never happen again. I just have to be super proactive with checking future purchases.

 

[lvchanellvr]

I just got a call back confirming that I can do an exchange. I’m so relieved. I feel so much better now knowing the issue is resolved. I really hope this was just a strange and rare occurrence and will never happen again. I just have to be super proactive with checking future purchases.

I am relieved that you were able to get an exchange but heck so much stress and time to get a resolution.