I recently ordered a Replica scented candle as a gift for a friend from Maison Margiela’s website. The order was fulfilled quickly, but the candle never even arrived. It was apparently stolen in transit or never even sent. The box arrived containing only tissue paper and perfume samples. When I contacted customer service via email, the customer service rep Hayley claimed the product had left the warehouse in the package and suggested I check with the gift recipient to see if the package had been damaged or tampered with. My friend has a doorbell camera so she knows it wasn’t tampered with on her doorstep. No one in customer service has responded to any of my subsequent emails, and there has been ample time to respond (1 week).I’m especially frustrated because of how they sent it—if indeed they actually sent my product—via UPS SurePost, ensuring I could not file a claim with the shipper. I can’t file with UPS because the last mile delivery was completed by the USPS. I can’t file with the USPS because I do not have the original shipping receipt. There is effectively no way for them to be held accountable for actually getting their product to the consumer. If I ever buy a product from them again, it most certainly will not be directly from their website.
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Maison Margiela, formerly Maison Martin Margiela, is a French luxury fashion house headquartered in Paris and founded in 1988 by Belgian designer Martin Margiela.
