I ordered an expensive Yves Saint Laurent bag from Fashionette and chose to pay in instalments. What I actually received was a much cheaper Guess bag, delivered in their own packaging with their labels.When I reported the issue and immediately returned the Guess bag, they refused to accept the return and insisted that I had received the correct bag. They claim a wrong delivery is “impossible” because the bag supposedly came directly from the brand but in reality, all items are shipped from their own warehouse, not from Saint Laurent. Because Saint Laurent doesn’t send Guess bags in Fashionette boxes.It’s entirely possible that a warehouse mix-up occurred and that another customer, who ordered the Guess bag, accidentally received my expensive bag. If that happened, it’s only logical that this person didn’t report it because they simply got lucky.However, the unhelpful and defensive attitude of their customer service also makes me question whether this was really just a simple mix-up. Their refusal to investigate properly and their insistence on calling the error “impossible” raises serious concerns about their internal handling. (I mean they could check who ordered the guess bag right?)Despite my clear evidence like photos, the packaging, and the Guess bag which is still in its box, they refuse to take responsibility. Meanwhile, they are still charging me for the full price of the luxury bag that I never received. Under pressure, I initially paid the first few instalments, because they add extra costs if you don’t pay but I stopped after the the fourth month because I will not pay for something I didn’t receive!Their customer service has been dismissive, evasive, and unwilling to do any real investigation. This is not just a mistake; it’s a serious failure to take accountability.⚠️ Do not shop here. If something goes wrong, they will leave you with the problem and make you pay for it.
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