Used item sent from eBoutique

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#17
So to weigh in on your experience, I've also had one mishap from VCA in the past. I used to shop exclusively via e-boutique or when I'm in Europe for the past 6 years and never had any issues. Fast forward to last year, I saw the 16 motif randomly popped up on the website so without hesitation I ordered it immediately. When my order arrived I nearly have a heart attack because I only got the box and it was missing the necklace inside. In a panic I called e-boutique right away, the SA was able to get in touch with the warehouse, pull up the surveillance footage and confirmed the staff forgot to put the necklace in the green box (I don't know how they can miss a whole 30"+ necklace?!). I didn't film myself unboxing the package since I never had issues in the past, but I was able to get helped and reached to a resolution on the same day, the warehouse reshipped my necklace on the same day, and the SA who helped me has sent me another package with a box of chocolate and some candle as an apologetic gesture even thought it wasn't the SA's fault.

I'm glad they were able to allow you to exchange the bracelet. Next time if you come across any issues with your online order, it may be best to just call CS instead of writing them an email as I believe have different team working on the email inquiries vs the SA from the e-boutique. The SA tend to be way more proactive and understanding in making things right for the clients.
 
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#20
waterlily112 said:
So to weigh in on your experience, I've also had one mishap from VCA in the past. I used to shop exclusively via e-boutique or when I'm in Europe for the past 6 years and never had any issues. Fast forward to last year, I saw the 16 motif randomly popped up on the website so without hesitation I ordered it immediately. When my order arrived I nearly have a heart attack because I only got the box and it was missing the necklace inside. In a panic I called e-boutique right away, the SA was able to get in touch with the warehouse, pull up the surveillance footage and confirmed the staff forgot to put the necklace in the green box (I don't know how they can miss a whole 30"+ necklace?!). I didn't film myself unboxing the package since I never had issues in the past, but I was able to get helped and reached to a resolution on the same day, the warehouse reshipped my necklace on the same day, and the SA who helped me has sent me another package with a box of chocolate and some candle as an apologetic gesture even thought it wasn't the SA's fault.

I'm glad they were able to allow you to exchange the bracelet. Next time if you come across any issues with your online order, it may be best to just call CS instead of writing them an email as I believe have different team working on the email inquiries vs the SA from the e-boutique. The SA tend to be way more proactive and understanding in making things right for the clients.
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Your experience sounds incredibly stressful. I’m glad you had a speedy resolution. I wonder if the e-Boutique is overwhelmed with orders these days due to the popularity of VCA and is just rushing out orders. I also don’t live near a boutique and would have to go out of my way to visit a boutique while traveling. The e-Boutique is still the easiest place for me to order from, but I wonder if I can reach out to customer service and ask them to check the piece before it gets sent out. I’m eyeing another piece that seems to always be in stock so I’m not sure if it would be a big deal to ask.
 
#21
mango1313 said:
email. I asked for the matter to be escalated and to be contacted by a manager but have yet to hear back.
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waterlily112 said:
In a panic I called e-boutique right away, the SA was able to get in touch with the warehouse, pull up the surveillance footage and confirmed the staff forgot to put the necklace in the green box (I don't know how they can miss a whole 30"+ necklace?!)
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This lack of service is just appalling. I am so sorry. I feel fortunate that I am able to buy luxury items in person from a trusted SA. After reading about service and product issues like this, I am convinced not to buy online.
 
#22
880 said:
This lack of service is just appalling. I am so sorry. I feel fortunate that I am able to buy luxury items in person from a trusted SA. After reading about service and product issues like this, I am convinced not to buy online.
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If I lived near a store, I would definitely prefer to buy in person. The only boutique I frequently travel near is the one inside Neiman Marcus in Atlanta, but I would have to plan ahead just to go there.
 
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#23
mango1313 said:
I’m just glad I can exchange it. I thought I was going to get stuck with the scratched bracelet. I also re-evaluated my shopping habits. I got into a habit of ordering items and not opening them right away.
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This is a cautionary tale to definitely inspect all online orders upon receipt. I am guilty of the same and have not opened packages immediately.
 
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