valentino.com

A Disheartening Experience with a Brand I Once Admired

I’m a frequent buyer of luxury goods, not a high-net-worth individual, but someone who values craftsmanship, quality materials, and the feeling of being cared for as a customer. I see these purchases as special investments, and over time I’ve built a small collection of beautiful, well-made pieces.That’s why my experience with Valentino has been so disappointing. Last summer, I purchased a pair of white sneakers. I wore them fewer than five times before storing them carefully for winter, in their open dust bag, inside their box, alongside my other items, all of which remain in perfect condition.When I opened the box this summer, I was shocked to find signs of mould damage on the sneakers. I immediately contacted Valentino customer service, only to receive a series of dismissive, unhelpful responses. I was passed between representatives, each one showing little interest and ultimately blaming me for “improper use and storage.”I take great care of the items I buy, these things matter to me, so I found this treatment insulting. After several emails, I was finally told to bring the shoes into a boutique for review. I made the trip, spoke with a kind sales associate who reassured me it would all be resolved, and left feeling cautiously optimistic.Weeks later, after the shoes were shipped abroad to Valentino’s warehouse for after-sales care, I received an email saying they were being returned to me. When the box arrived, I opened it to find the sneakers in exactly the same condition as when I sent them. No repairs, no explanation - just a wasteful round-trip shipment and a customer left completely unheard.For a brand that positions itself at the height of luxury, this lack of care and accountability is deeply disappointing — both in customer service and in environmental responsibility.

Date of experience: Nov 13, 2025