Complaints

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of boots (online order), which arrived in less than perfect condition. The item was scratched, and not to my standard of quality for the +$1,500 price. I ordered another pair, which arrived in perfect condition, and I then sent the defective item back within the required timeframe, utilizing the shipping label provided by FENDI. It has been over 30 days since I returned these boots, and I have not received my refund. I called to look into the matter. I was told that the concern would be forwarded to the warehouse. After a few days with no response, nor any refund to my credit card, I again contacted FENDI, this time via chat. I was told the item had not been received by them. I then provided them with a picture of my *** tracking slip, which contained tracking information for the return. I returned two items to FENDI during that transaction, using separate shipping labels, both of which were provided by FENDI. I received a refund for the item that I did not note as being defective. I am still awaiting a refund on the item that they sent to me damaged. They are claiming that they are not in receipt of this return. It has been over 30 days since this return was initiated. I have contacted FENDI twice. I would like my money back. I will soon be disputing this charge with my credit card company.

  Business response

  03/14/2023

  The refund has been processed and the client will be contacted 3/14

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tights & received the tights on Friday March 5th. I opened the box and put them on March 6th only to find there is a rip/hole in them. The item is clearly damaged. I immediately log on to the chat website report this to a customer service rep who told me they could not help and accused me of wearing too much jewelry and damaging the tights. I explained I dont wear jewelry. The rep then told me to call the toll free number. I did.. calling that number only made the situation worse. The customer service rep was rude, talked over me, appeared to be reading a script and hung up on me. I called back - I got a different representative who did have a pleasant tone - at the time I felt like she was helpful. She told me that on Monday (the next day) she would send a replacement of the item and would express it as I needed the item by 3/10. She promised me she would resolve on monday morning and sent a text message confirming this info. Well Monday came and she told me nope. No replacement ************** would call me- a manager. ***** the manager did call - only to advise no way they could send replacement and that she would have someone- who was at lunch at the time of the call- reach out to me via telephone to set up an rma to return item for a refund as they cannot do an exchange. Needless to say no one has called to set up the **** This has been the worst experience ever. Sent damaged merchandise, accused of damaging the merchandise, treated rudely and talked down to, lied to and lied to again. Now Im stuck with damaged tights ( which cannot be repaired).

  Business response

  03/07/2023

  The client was provided an option to get a full refund but she wasn't happy with that. 

  Customer response

  03/09/2023

  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:

  [Your Answer Here]

   

   

   

   

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

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

  Customer response

  03/16/2023

  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:

  [Your Answer Here]

  I have returned the damaged item to Fendi and have confirmed via tracking that they have the item   I askd for a full refund or a replacement   Ive received neither

  Now they have my money and the product.   I have nothing.  
  i cannot believe this company is doing business in this matter

  they have the product and my money 

   

   

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

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

  Business response

  03/20/2023

  Refund has been processed. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************* This order was rerouted back while it was on its way to me/ to the sender for 2 packages. It was rerouted by *** since I asked CS agent if she could cancel the order as I had to leave for business trip abruptly and couldnt receive the package. So it was sent back directly to the fendi even without reaching my address. This packages were delivered back to fendi on 2/9/2022 and I spoke to 2 different agents and refund still havent been issued Id like full refund to be issued asap to my original payment method Thank you

  Business response

  03/01/2023

  The client has been refunded on 2/16. Case is closed

• Initial Complaint

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a coat from fendi on ***** on Jan 2nd I got out the coat from the store as I was packing for a ski trip. I tried on the coat and when I went to tighten the sides it was broke. I immediately took a pic and emailed fendi. I couldnt get them to respond or do what they said I finally got them to send a call tag to ship it back. I asked for a credit or refund but I no longer needed the coat as I was leaving for my trip and couldnt take the coat. I live in ******* and dont need a coat and missed taking it on my ski trip as planned and bought another coat. Fendi said they would take care of it to them tell me weeks later they would repair and send to me. They said I broke the coat. I never wore the coat. I asked them to send me proof of how I could have broken the coat and they refused. I am disappointed and sad to be arguing with a company or a +3k coat that was given to me broken. Please help me get a credit or refund as they gave me a faulty coat and I had to buy another coat. I did everything right and quickly from 12/12 to Jan 2nd. Its 20 days. Where is the customer service?

  Business response

  02/02/2023

  We have reached out to the client and the issue has been resolved. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 10/13/2022 I placed an order for a pair of sneakers and belt. There was an issue with the delivery of my items. After confronting *** about my issue, they filed a claim on my behalf. *** completed their investigation on 10/26/2022. I spoke with a Fendi representative to confirm what *** told me. On 11/04/2022 Fendi emailed *** paperwork for my order(as I was told) *** has **** business days to process this paperwork. As of today November 27, 2022 I am still getting the same response from Fendi, that no one knows when the paperwork will be processed. Its been almost two months since I placed this order and nothing is being done. I was promised a call back from a supervisor twice. Once on 11/23/2022 and once on 11/27/2022. No one has contacted me. At first I wanted to re-purchase my items in store, but now I will never purchase another Fendi product in my lifetime. Ive been getting the run around since October, its almost December. If nothing is done by December 3rd I will be disputing this charge with my bank and even escalating this issue further if needed.

  Customer response

  11/28/2022

  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

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased me a gift and a few days after purchase I tried to return it since the slides simply don't fit my feet. The only thing I did like was sold out and would not be in production again. So, as any normal customer would do, I requested a refund since a store credit is useless to me at this time. They proceeded to tell me that I could NOT get a refund and ONLY a store credit. However this is in DIRECT contrast to what's displayed on the website (see here: ***************************************************************). They never alerted my wife at the time of purchase that this was a FINAL purchase and that NO refunds could be issued. Not to mention, everything I wanted to purchase was SOLD OUT. I now am sitting on a useless piece of paper and no gift to show for it. Utterly disgusted at a corporation like FENDI engaging in fraudulent and deceptive business practices. They lost a customer and his family for life. I am demanding a full refund before resorting to litigation.

  Business response

  02/03/2023

  The client has been contacted and the issue has been resolved.

   

  Best,

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

  Customer response

  03/14/2023

  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:

  I was never contacted by the business for resolution. I had to dispute this charge with my credit card company. The company offered absolutely 0 help. 

   

   

   

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

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

  Business response

  03/16/2023

  The store reached out to the client but, he didn’t respond.
  
  ** **** filled the complaint with the BBB on December 6th 2022.  ** **** disputed the transaction with his credit card company on December 7th 2022. He won the dispute. Once that happened there is nothing we can do on our end 

   

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to the website to look into a bag I was interested in. I opened the chat box on the website to ask a few questions. The person helping me said they would text me additional photos and videos of the item. They then urged me to purchase as the item was limited and that they could send me a direct link to purchase. I proceeded to use the link thinking that it was no different than purchasing through the website (which offers free returns/full refunds within 14 days). I do not have a store near me and wanted to see the item in real life to make my decision. I decided the cost of the item exceeded what I was willing to pay for the bag, and I would like to return. I even honestly shared I had a contact who I could purchase the item through overseas, at a european Fendi, for much much less money, so I would still be purchasing from the company. They then informed me that my purchase was through a boutique and in fact NOT through the website, so I would not be issued a refund. They told me these policies are listed on the purchase link (in the fine print below) but it feels wrong and like i was deceived that the associate who helped me purchase originally connected with me on the website and did not directly inform me that policies would be different and this was in fact coming from a store and not via the website. I have tried to reason with the store to ask for an exception to the rule considering the lack of transparency and information from the associate. The manager, ******, at the ******** ****** Yards location (apparently where the bag came from) was very condescending and failed to acknowledge my concerns. Basically gave me the runaround. The fendi customer service line told me store managers have discretion on whether to make these exceptions, and she told me she had to contact a higher department to request, which also felt deceitful. Id even be happy without a full refund if they would credit me what I would get by buying it overseas (22% off).

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned an handbag that I purchased for $2,079.19 on 10/5/22 from Fendi online. I followed the full return process using the prepaid return label that was provided. The item was received on 10/11/2022 at the warehouse. I have proof of return and followed up with Fendi on the return. Fendi replied on 10/26/22 there is a delay in their system on the refund and confirmed receipt of return. I made them aware that their return policy is 3-5 days to verify the item after it is received. I was told that they would manually refund the purchase and advised me not to dispute the purchase with my credit company. Its now been three weeks and Im being told I have to wait for the refund because they have to open an investigation with **** I am formally requesting a refund in the amount of $2,079.19 for my return.

  Customer response

  11/27/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Fendi Americas has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On august 9th I placed an order for a purse for my girlfriend.Shortly after ordering she changed her mind and I contacted fendi to cancel. This wasnt able to be done but I assumed it would be fine.When *** delivered the package I asked them to return it to the sender as I do not want it. Which they agreed.I then called fendi and informed them of this and the lady opened me a return and sent me labels. I then called back and tried explaining to someone else what happened. This person told me dont worry and that when *** delivers it back Ill get my money. Well the *** tracking return to sender tracking doesnt work and fendi still hasnt issued me my refund. Whenever I asked them where my money is they tell me to wait a few days after arrival of my return. I tried explaining that I didnt use the return labels since I just asked them to return it to sender. They just send the same boilerplate response on how I need to wait a couple days after it arrives back.But no one can tell me when its arriving back, presumably it has now unless *** is sending it via sailboat or something.I just want my money back, they obviously have the bag back. I never even laid my hands on it

  Customer response

  10/15/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Fendi Americas has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a pair of sunglasses online directly from Fendi. They arrived and broke in half 6 weeks later. I then took them to Fendi *********** to have them replaced or be refunded. They took them and said they would open a file and send them back to the main office and I would be issued a refund.A week later, I can not get a hold of anyone. I have called the ************ number several times, only to have promises of a supervisor calling me back, or getting hung up on.I have now been told that they don't know where my glasses are therefore can't issue me a refund. I paid $430US for the glasses plus tax. Fendi refuse to give me a refund or replace the glasses.

*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. ↩