Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This putrid, disgrace of a company and its inferior thieves are 100% impossible to get in contact with: I purchased an item from Fendi at ****************** on December 2, 2024 in the amount of $445.20. Sales associate ***** assisted me. After he ran my card for the purchase, I was asked to sign a document acknowledging the return/exchange policy. After I read it, I declined to sign the document & decided against the purchase and kindly requested a refund right then and there. ***** assured me that it was no problem and no big deal and that the refund would be issued within 5-10 business days. Keep in mind, I never left the store with the item and never had possession of the item. I simply made the purchase and then requested a refund all within 5 minutes, which I have the right to do since I never left the store with the merchandise. I asked ***** for some sort of receipt or proof stating the transaction was being returned. He insisted there was nothing he could provide me, even after I asked him numerous times. It has been weeks of calling Fendi client services, repeatedly calling and speaking to **** Las Vegas Concierge, sending messages on ************************** and trying to call the store directly to figure out if my refund is even being processed and when Im going to receive it! Ive asked Fendi client *************** ********* Concierge multiple times to have ****** the store manager contact me. After calling and calling for weeks, No one has contacted me and I still have not received my refund for an item that I NEVER owned!

  Customer response

  12/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I flew into **** on my way home to **** to get my service dogs annual inspection on November 9, 2024. While there, I had a seizure and woke up in ********************* in ******** on 11-10-24. Upon regaining consciousness, I discovered that both of my cell phones and my work walletcontaining my TWIC card and work credit cardswere missing. I only realized my cards were missing at a later date and immediately reported them ********* work wallet never leaves my pocket, and because of this, I had written the PIN number for the card on the back of it. After returning home, on November 15, I received an email with my weekly expense report. To my shock, there were several unknown charges, including one from "Fendi" for $4,600.I didnt even know what Fendi was, so I looked it up online and immediately began investigating how my corporate card had been charged. However, contacting Fendi has been a nightmare. The main phone number either goes unanswered, is unable to transfer my call, or promises that someone "will get right back to you, ***** which never ********** ensure these charges were indeed fraudulent, I have taken several steps, including contacting Fendi multiple times. I have sent four emails via their website and made 16 phone calls, all during their business hours, but I have yet to receive a single response. Even the **************************, which is handling my case, has struggled to get in touch with anyone from Fendi.I urgently need to determine who used my card, yet it seems impossible to reach this business. This lack of responsiveness is not only unacceptable but also entirely unprofessional and wrong. I demand immediate attention to this matter.

  Business response

  11/20/2024

  Client has been contacted by the store manager of the boutique. Thank you for the information.
  
  
  
  
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraudulent activity on my personal creThis complaint pertains to fraudulent use of my personal credit card ending in ****. The card is a personal credit card granted by ***** Fargo. I personally live in **********, *******. I have not traveled, nor did I purchase goods from Fendi Stores. My personal credit card was fraudulently used to purchase goods at Fendi Stores in ********, ** and Rodeo, ** simultaneously on 03/22/2024.dit card ending **** from *****************When the bank made me aware, I complied with their requests. However, when I realized that they were not doing an investigation, I personally contacted Fendi at ************. I spoke to ***** from Fendi. She graciously gave me her direct Line: ************, which is her personal number. She was very cooperative and assured me that I would receive a case number. I received an email with a case number ********. I also filed a police report as suggested by my attorney.The Fendi case number was reported to **************** along with the police report. However, none of the fraudulent activities were investigated by neither party nor ****************, or Fendi. On July 26, a copy of the credit card statement was emailed to Fendi as they requested a screen shot of the activities. I did not have that. So, I sent a copy of the bank statement showing purchases made on 03/22/2024 for $4173 at Fendi North America **** ******************************** *** in *****, ** for $3028. **************** is requesting that I submit a claim to Fendi. However, I am unable to contact Fendi. **************** can't help with this matter. I retained the services of an attorney. However, I need to wait for the outcome from *****************. They are not replying either.

  Business response

  10/22/2024

  The client was advised to contact her banking institution to file a claim regarding her charges. 

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have contacted both the bank and Fendi. They are pointing at each other. Fendi never provided what the bank requested. They want me to obtain the specifics of the purchase, the URL used for the purchase and all other pertinent information regarding the purchase. The bank denied the claim because Fendi had a case filed with them and never produced the documents. We need Fendi to provide them and we will contact the bank again. My attorney needs this info to pursue the case. 

  I am enclosing the denial letter from the bank and the police report.

  Regards,

  ***** ******** ************* *********** ** ***** **** ************ 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

  Business response

  10/28/2024

  There is nothing we can do on our end. The client needs to partner with her bank.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im reaching out regarding a pair of Fendi shoes purchased on [8/5] under my mothers name and account. My mother bought these shoes for me as a birthday gift, as Ive admired the same pair she owns. We wear the exact same size, and Ive worn her shoes several times with no issues. Naturally, I was thrilled to receive my own pair, expecting the same comfort.However, when I wore my new pair for the first time during my birthday trip to ****, the left shoe caused severe pain. The discomfort was so extreme that it left a deep indentation in my foot, and I had to remove the shoes shortly after attempting to walk in them. The issue appears to be with the left shoe, where the triangle near the front presses into my foot in a way that my mothers pair never has. Ive attached a picture showing the indentation in my foot, as well as general photos of the shoes for reference.Whats even more concerning is that my mother, after hearing about my discomfort, tried on my pair herself and experienced the same deep pain with the left shoe, confirming there is indeed a defect. This was particularly disappointing as I had planned to wear the shoes for my birthday dinner but had to switch to another pair due to the pain.We have attempted to resolve this issue several times. My mother has contacted your customer service multiple times and was assured she would receive a callback, yet no follow-up communication has been received. When I tried to exchange them at the Fendi store in ***********, where I live, I was informed that there didnt appear to be anything wrong with the shoes, and therefore, no action could be taken.Out of all the designers we purchase from, this has been one of the most disappointing experiences in terms of service. Given the cost of these shoes and the comfort I expected based on my experience with my mothers pair, I am incredibly dissatisfied.I would like to request an exchange for a new pair that does not have this defect.

  Business response

  09/23/2024

  The ** store manager contacted the client

  Customer response

  10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ********  
  
  
   
  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a pair of kids Fendi logo shoes on order#*************. I purchased these shoes based on recommendations from one of Fendi associates after specifically stressing that I wanted the shoes to fit for six months. After receiving the shoes and from my experience, I didn't feel the shoes were for six months (maybe 3 months). I contacted Fendi on two occasions and really not so convinced they were a true 6 months from both responses, I decided to return for a size 3 instead of a size 2. I contacted the originally associate by text and told her my concern, she advised me to return the shoes. I asked the process of exchange and unfortunately, you had two options either wait for a refund or repurchase, I agreed due to the fact I specially expressed I needed them by a specific date. It was confirmed by text that the shoes would be shipped overnite. I was sent a link to repurchase which was done successfully, I called back and spoke with another associate since I wasn't receiving any more text from the original assoc. At that point, it was brought to my attention that I was returning a size 2 and just purchased another size 2, I immediately stated that is absolutely incorrect, I was sent link by email for a size 3, so that order had to be cancelled. I personally went online and purchased a size 3. After numerous calls and text messages, it was still confirmed the shoes would be overnite, only to find out the next day the shoes wouldn't be overnite because the shoes were not local. Asked if I wanted to cancel the order once again and purchase from another source after funds have already been debited, which also means I would have to wait for a refund to purchase from another source. I have asked at least five individuals to speak with management and each time promised and no response from Management. I do feel Fendi should at least do an adjustment for this entire outcome. The item is delayed and NOT even local to ship overnite. This needs to be addressed.

  Business response

  09/17/2024

  The client has been contacted by management,

  Customer response

  09/19/2024

  Better Business Bureau:
  

  Better Business Bureau, I finally received a return call from one of the Fendi supervisors that has insured me that the matter will taken off. Case can be close for now.
  
  Thank you
  
  ***************************
  
  Sent from my iPhone

   

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid $1,650 for a Fendi OLocke watch in December 2022. Within 1 year the watch band broke. I submitted the repair request on March 8, 2023. Its been over 5 months and I still dont have my watch back. No one has emailed me regarding the matter of when my watch will be delivered back to me. When I speak with them on the phone, I dont get a clear answer and I get the excuse that my watch doesnt have the parts to repair it. I paid for the watch in full however I have no received anything back.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Fendi Americas regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business response

  09/09/2024

  The client was contacted with all the updates to her pending case

  Customer response

  09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order ************* on March 14. I returned the order on 3/22/24. The order amount was for $3750. After I dropped it off I was waiting and waiting for my refund but it never came. I got scared and contacted Fendi. Fendi told me in an assuring manner that my package may be lost but they will work with *** and locate it so that I can get my refund processed. My return tracking number is: ******************. I was relieved because this was suppose to be an anniversary gift for my wife and once I would get the refund processed I would buy another bag. She LOVES Fendi. I was very wrong. Weeks went by with no update and I contacted Fendi and they said nothing is wrong with the return and they can't help me. I was shocked and heartbroken because this was a lot of money and I had a feeling Fendi was being suspicious and deceiving me. I called *** to ask what is happening to my package and they told me Fendi never contacted them to even help located my package. I was shocked and I felt lied to. Everyone I spoke to from Fendi was so kind and sweet, but in reality they were just lying to me to get rid of me. They are not a good company and have very deceptive practices. *** opened the claim on my behalf and I waited a day and called *** and *** told me they deemed the package was lost and they will be reimbursing Fendi. I contacted Fendi through email and they were short and snarky with me and offering no help stating they can't refund me even though *** IS REIMBURSING THEM. So Fendi now has my MONEY and more MONEY from *** for REIMBURSEMENT. I called to follow up and a manager told me that a claim is still in progress and to wait ***** days. It has been almost 20 days since that manager has called me and so far nothing. DO NOT BUY FROM THIS COMPANY THEY DO NOT CARE ABOUT THE CUSTOMERS AND WILL KEEP LYING TO YOU. I called *** again and they said the claim is done and they are issuing a check to Fendi. As a customer of ********************** I feel backstabbed.

  Business response

  05/20/2024

  The *** claim was filed April 1st. After thorough investigation, *** concluded that the return receipt the client provided was fraudulent and the package never made it back to the *** Should you have any further questions, contact ***.

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have spoken to *** and the claims you are making are fraudulent.  *** told me Fendi never contacted them to help for a claim. You are ignoring the screenshots I posted. Your company is fraudulent. You just replied to this making fraudulent claims and continuing with the lies. This company took my items and the *** claim money basically DOUBLE DIPPING ME. This is the WORST customer service experience I have had in my LIFE. I will never be doing business with Fendi EVER again. I told my wife to never buy from Fendi again & start putting her stuff she has for sale.  Good riddance to this fraudulent company.
  

  IF ANYONE IS READING THIS, PLEASE DO NOT ORDER FROM FENDI. THEY WILL LIE TO YOU AND GASLIGHT YOU AND KEEP LYING TO YOU. ALL THEIR CUSTOMER REPRESENTATIVES ARE VERY RUDE AND EVIL. 

   

  DO NOT BUY FROM THIS COMPANY

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached a letter sent to Fendi with more details. I purchased a purse that after 1 one use started to pill excessively and absorbed the color of clothing which was not an issue with any other fabrics rubbing against my clothing. Fendi did offer to replace it in the beginning and then offered to clean it at my cost. This has been an on going issue and don't want to keep a purse that I will not be able to use if it will pill and get stained so easily. If these were concerns and normal happenings with this fabric/purse they should have provided some wear and care instructions.

  Business response

  12/20/2023

  The team informed the client that the purse is not eligible for a refund because the damage happened due to wear and tear. we offered to clean the handbag at no cost.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 20, 2023 I ordered a bag. This bag was returned on July 12, 2023. I have tracking that shows that it was received on July 14, 2023 to the warehouse address- FNA Ecommerce Door #2 (Fendi) *****************************************************************. I called and spoke with ****** on July 24, 2023 who contacted the warehouse and they confirmed they received the bag. She said she would process the refund. The refund was never processed. I called again and spoke with ****** on August 14, 2023 and she transferred me to a manager, ******. ****** was very rude, speaking to me like a child. At this point, no refund has been processed and the refund needs to be processed immediately. It has been over a month and I have yet to get a refund. This is unacceptable.

  Business response

  08/16/2023

  To whom it may concern,

  "I called and spoke with Geneva on July 24, 2023 who contacted the warehouse and they confirmed they received the bag. She said she would process the refund". - This statement is not true as this CA was out sick on July 24th. 

  " I called again and spoke with ****** on August 14, 2023 and she transferred me to a manager, ******. ****** was very rude, speaking to me like a child".- August 14th was the first time my team had spoken to this client and we have no previous records showing she called prior. The manager spoke to the client as she was highly escalated and told the client that she would reach out to the ** to see if they can provide any information. i also have to note that the client utilized her own **** label to ship the item back, and our company only deals with **** Fendi is not responsible for any packages that are shipped without the return label provided by Fendi. Return labels are always included into the shipments for customers convenience. Therefore, the client needs to file a claim and an investigation with **** on their own. Lastly, the client was disrespectful and utilized foul language. The manager asked the client to not use that language or they would have to disconnect. All calls are recorded for training purposes. The client also didn't want to provide any information that was asked of them. 

   

  Please let us know if you need any additional information.

  Best,

  Client services team

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Nothing that fendi stated is true. In fact, it states that we can return using a traceable service on their website. We did exactly that. At this point a lawyer has been involved. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Business response

  10/19/2023

  Return labels are always provided by Fendi.com. Shipping costs will only be at your expense if you decide to ship the return with a different shipping company and Fendi will not be able to accept liability for lost or damaged returns. You can find Fendi.com policy on Fendi.com under returns&refunds under online returns tab. This was explained to the client on several occasions however it resulted in foul language from the client. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent in my bag to be repaired and for the black trimmings to be replaced. Instead the bag was painted that is specifically what I requested not to be done. So now my bag has been altered and mispainted and damaged. I am requesting for the $100 fee to be refunded as well as Fendi credit for damaging my bag.

  Business response

  08/16/2023

  To whom it may concern,  

  the client has been contacted via email on 8/16 to provide more information about the repair in order for us to assess the next steps.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩