Defective product and no practical solution for international customers(case 1290631)
I purchased a pair of Scarosso sneakers while traveling in the United States. When I opened the box, I immediately noticed the product was defective. I contacted customer support, provided photos and all the details, but the only solution offered was to return the product within the U.S. and place a new order.
This is simply impossible in my situation.
I am already back in Brazil, and I do not have the option to return to the U.S. or manage a return from another country.
Shipping a defective item from Brazil to the U.S. is extremely expensive, and any replacement sent to Brazil would be subject to high import taxes and complex customs procedures, costing far more than the product itself.
Despite explaining this clearly, Scarosso did not offer any reasonable alternative such as a refund, or sending a replacement to Brazil at their expense.
I am now left with a defective premium product and no support from the brand.
Very disappointing experience.
I do not recommend Scarosso .
Review: Dear Scarosso Team,
Your response is extremely disappointing.
The defect is clearly visible in the photos I provided. Pretending that an internal inspection is required to acknowledge an obvious manufacturing error is simply a bureaucratic excuse to avoid responsibility. Any basic visual check confirms the stitching issue — it is not a matter of opinion.
Expecting the customer to pay international shipping that exceeds the value of the product, just so your team can “verify” what is already evident, is unacceptable. This approach shifts the entire burden of your production mistake onto the customer, which is not compatible with the standards of a brand that claims to offer quality and service.
I am not in the United States at the moment, and I will not absorb the cost of sending a defective product back internationally. No serious company treats customers this way.
I request that you reassess this case and provide a real solution, not a procedural deflection.
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Scarosso S.r.l. is an Italian luxury footwear brand headquartered in Milan, Italy. They primarily manufacture their products in the heart of Italy, specifically in Montegranaro, Marche.
Scarosso product portfolio includes a wide variety of meticulously handcrafted shoes and accessories for men and women, all thoughtfully designed to offer a contemporary interpretation of timeless classics.See more
