Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for a hat and a scarf. They took my thousand dollars, no problem. Both items advertised on their website in stock and would ship in 1 business day. Waited 1 week, then called customer service for an update, since I paid for expedited shipping. Was told there was a block on my order and I received no calls and/or email. Was treated extremely bad by their call center agents. Asked for a Supervisor, of course they play the game of having no supervisor available. Then asked to cancel order, but of course, they play the whole once you order you cannot cancel game. Said someone with a supervisor role would call, of course that call never happened. They shouldn't be in business selling goods, if they cannot deliver said goods or answer any questions to why they took my money immediately, yet cannot complete the transaction and/or offer any status or remedy.

  Business response

  01/29/2025

  Hi

  Not sure I understand what the client is looking for.  Did he not get his order?  It sounds like there may have been an issue processing payment.   Please find out exactly what he is looking for so I can take better care of him.

  thankyou

  ****

   

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased shoes for Christmas wanted to exchange size or store credit to purchase correct size I contacted several times and was told sale items only had 10 days was unaware was looking at holiday return policy which I have a copy of .I had purchased 3 pairs for holiday gifts and myself and family have been loyal customers. I am disappointed that a luxury brand does not try to accommodate during the holiday These have not been worn or damaged in anyway they were opened on Dec 25 and have been contacting them since

  Business response

  01/02/2025

  Hi

  I will reach out to the client directly regarding her exchange.

   

  best

   

  ****

   

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a wallet on a chain from Ferragamo. It was for my teenage cousin and the salesperson was great. The package was to be shipped to my house but was then lost at some point. This was a Christmas gift and nearly a month passed. The package was able to be located at a totally different CVS than the one originally listed. I went to retrieve the package and opened it when I got home to be shocked that there was no wallet in the box. So then in examining the package I see that there's 2 layers of packing tape on the box. There's a paper tape and then there's a plastic tape over it. One of two things happened: either someone at Ferragamo opened the box and stole the wallet and repackaged the box OR the box was opened after Ferragamo shipped it off and resealed after the contents were taken out. This is extremely frustrating. My little cousin won't have her wallet on a chain for Christmas.

  Business response

  01/10/2025

  Hi

  Please advise the client that they will need to contact the store where the wallet was purchased.  

  Thank you

  ****

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 3, 2024, I bought two pairs of the same shoe in size 10.5 and 11 (because the store I went to did not have the style in those sizes and I was not sure which would be the better fit). I received one on August 8, 2024 and the other I eventually picked up from a *** drop-off location on August 13, 2024. I tried both, size 11 was too big and 10.5 was a better fit. I did not use the size 11. On August 15, I dropped off the size 11 at *** for return, using the return label provided when the shoe was shipped. A few weeks later, I received the shoe back.I reached out via email to ask why and was informed that they determined it had been worn. I took photos and sent and explained I got two pairs and I kept the pair that fit, there was no reason to wear the pair that was too big. They refused. I called customer care and tried explaining and the agent hung up the phone on me. I went to the store on ********** and was told it is a different entity from the e-commerce and there was nothing they could do. Eventually they told me that they reached out to the e-commerce customer care and someone will get in touch with me but no one ever did. So I was left with no recourse.

  Business response

  11/05/2024

  Hi

  I reached out to our ecom team who provided pictures of the shoes which were denied.  The soles are showing signs of wear, and the leather is creased.  We cannot accept back as they are not in restock condition.

  best

  ****

   

  Customer response

  11/13/2024

  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 find their response unsatisfactory- if they claim the shoe was creased - then that was how it was sent to me in the first place. I know I didn't use the shoe beyond trying it on to find out whether it fit or not.
  
  *******
  

  
  

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

  Business response

  11/13/2024

  Hi

  Our product is fully inspected before being shipped out to clients, specifically our ecommerce orders.  We would not have shipped worn shoes.  Since these are not in restock condition, the shoes cannot be returned.

  best,

  ****

   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have two pairs of shoes and the sole has ripped and cracked. I have barely used these shoes. It appears they are using cheap material for the soles which contains some sort of white spec's. On can be a freak instance but two it's a ripoff for such expensive shoes.

  Business response

  08/05/2024

  Hi

  The client can reach out to our authorized repair facility to see if these shoes can be repaired.  If the shoes are within Ferragamo's two year warranty, they just need to send a copy of their receipt for a no charge repair.  If the shoes are no longer under warranty, the client is responsible for the repair.

  Our authorized repair is **** **** in **********, ***  Phone ************.
  
  

  thank you 

  Customer response

  08/07/2024

  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:

  Here's an improved version of your response to the Better Business Bureau:
  
  ---
  
  I have reviewed the response made by the business in reference to complaint ID# ******** and have determined that my complaint remains unresolved for the following reasons:
  
  The issue is not merely about getting the shoes repaired. These shoes, for which you charge a premium, have not even lasted a month of wear. They are already falling apart, whereas I have much cheaper shoes that have endured significantly more use and remain in better condition.
  
  My conclusion is that your company produces a substandard product while charging premium prices. I do not see the value in spending additional money to send the shoes to ******** for repairs, especially given that they should not require repairs after such minimal use.
  
  Sincerely,
  
  *******************;
  

  
  
  
   
  

  Business response

  08/08/2024

  Good day!

  Please ask the client to send the shoes to me for further inspection.  Alleging the shoes are only a month old, please make sure the client sends a copy of his receipt showing purchase date as well as the location.  Without this information, we cannot accept.

  He can send the shoes along with his receipt(s) to:

  Ferragamo ***

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

  attn *********************

  Please make sure the client provides his email address so I can reach out once received.

  thank you,

  ****

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order a pair of dress loafers from Ferragamo. The Order Number us ******, I waited awhile before trying the product on my feet. They were a half-size to small. I inquired about an exchange. Unfortunately, I was outside of the return window. Ferragamo offered a refund. Please send the shoes back shipping label provided. I complied and two to three months later there still hasn't been a refund issued. I do have supporting documents and photos,. I need a another email address to forward them to

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Complaint: Delayed Refund and ********************* Experience Dear ************************ am writing to file a formal complaint against ******** Ferragamo regarding a recent online purchase experience. On January 22, I made a purchase with ******** Ferragamo, with the tracking number *******. However, after encountering an issue with the item, I returned it for a refund at the ******** store on February 04.Despite following the necessary return procedure, it has now been over one month, and I have not received my refund. This delay in processing my refund has caused significant inconvenience and frustration. Despite numerous attempts to follow up with ******** Ferragamo's customer service team, I have received no satisfactory resolution to this issue.As a consumer, I expect timely and efficient service when making purchases, especially from reputable brands like ******** Ferragamo. However, the lack of communication and failure to process my refund in a timely manner is unacceptable.I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that ******** Ferragamo upholds its commitment to providing quality products and satisfactory customer service.Thank you for your attention to this matter.Sincerely,*******************************

  Business response

  03/06/2024

  Good afternoon.

  I worked with our returns processing and the refund has been processed, will show on the clients account within 48 hours.  I will also reach out to the client and offer my apologies once I have a copy of the refund.

  thanks

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a belt at this store on 2/10 for valentines gift and I specifically asked the rep about the option to return since my fianc does have issues with belt sizing. The rep told me that I would be able to bring it back and return it. Today I called the Ferragamo store in SoHo and was told that I am able to return it but I have to bring it back to the same outlet store. I called the outlet store and I was told that I cannot return it because all items are final sale. This was never stated to me when I purchased the belt. I let the rep know and she insisted that all reps know that. Basically called me a liar which I have no reason to lie for. I want to return the belt I bought. Please provide the return policy in writing if this is not possible. I will review the receipt when I get home from work today and check if it says final sale since thats what the rep said. The rep sized the belt incorrectly. I do. It see that the receipt says final sale and I do not recall seeing final sale signs at the store. They are telling me I cannot return or exchange the item. Now I would like tog eat a refund or exchange.

  Business response

  03/01/2024

  All outlet purchases are final sale.  It is clearly stated.

  If the belt has been cut to fit, it cannot be returned.  If the belt is not cut, the client should reach out to ****************** where it was purchased and explain to the manager the situation.  I doubt a refund is possible, but they may accommodate with an exchange.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of Trammeza shoes from Ferragamo on June 19, 2021 (order #*******) . A few weeks after receiving them, I realized that there was a gash in the leather of 1 shoe at the toe. It had been burnished over to hide it and make it look like the rest of the leather (which was why I had not noticed it immediately, before wearing them), and therefore was obviously a manufacturing defect, and not something that happened after I bought the shoes.This was particularly disappointing considering that these shoes are Tramezza, which is their top quality line, and for which I paid a lot of money. I was very surprised to find this kind of gash, which I have never seen in any high quality full grain leather shoe.I went right away to the main Ferragamo boutique in *** to have this taken care of, but the staff rudely told me there's nothing that can be done, and denied that there's any warranty, even though this leather flaw was obviously a manufacturing defect. They had me convinced that Ferragamo wouldn't help me, so I didn't even try again until now, when I realized I could reach out through their online channel, and I finally reached a customer service rep who confirmed to me that there is actually a 2 year warranty.However when I asked the ** rep to help me, I was told that they can't help after 2 years, even after I requested an exception firstly because this is obviously a defect that was already there at time of purchase, which means that Ferragamo sold me faulty goods, second because I already went to the boutique to have the problem dealt with well before the 2 year limit, and lastly because it was the rudeness of the staff, who convinced me that nothing could be done, contrary to company policy, which caused this problem not to be dealt with until now.Ferragamo is refusing to correct an issue which is entirely their fault.Being that this is a leather flaw which can't be repaired, can you help me get a refund or replacement from the company?

  Business response

  11/15/2023

  Hi

  As per our Flagship stores interaction with the client, the shoes were purchased over two years ago and worn.   We cannot offer a replacement to the client. 

   

  Customer response

  11/17/2023

  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]

   Their store lied to me regarding warranty coverage even though I approached them well within the warranty limits, and it is therefore their fault that the warranty limits were exceeded.

   

   

   

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

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

  Business response

  11/27/2023

  Hi

  The shoe is over two years old and has been worn.  After all this time, the shoes could have been damaged while wearing.  It is very doubtful it would have been sold this way as we have very strict quality control in *****.  The option I can offer the client is if he wishes to contact our repair facility, they may be able to rectify the **** the client is talking about.  They company we use is **** ***** in ********** **.  He can call them directly.

  thanks

  ****

   

   

  Customer response

  12/07/2023

  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: as previously explained, this flaw was noticed when the shoes were new, and the nature of the flaw made it obvious that it was a manufacturers defect that got past quality control. The fact that the business wrongfully denied warranty coverage at that time, as spelled out in the original complaint, does not allow them to currently absolve themselves from responsibility with the excuse that the warranty term is over and to refer me to a third party repair shop at my own expense, for something which is an inherent flaw in the leather which cannot be repaired, and not a breakdown that just needs fixing.

   

   

   

   

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

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

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently (October 23, 2023) purchased a belt for my boyfriend at the store's ******* ***** location. At the time of purchase, I asked the sales-person if i can return the item as I wasnt sure if he would like it. She said, "as long as its within 30 days of purchase, it can be returned at any store in the world". I asked specifically, "definitely in the US?" She said "yes. Anywhere." As a precaution, I even purchased it using USD so there would not be any exchange rate issues if I were to return. He does not like the belt and we would like to return it. However, any store i take it to or call, i am being told that they only do exchanges. They will not honor the purchase from ***** in US or the assurance i received while making the purchase. I don't want anything else from this brand as the customer services has been awful. I just want my money back and am happy to ship the belt back (after receiving the reimbursement as i don't trust the company or its employees anymore).

  Business response

  11/13/2023

  Hi

  We are unable to process a refund for the client for their overseas purchase, only an exchange is possible.  If the client wishes to contact the store in Europe, they may be able to assist with getting their item refunded.  

  I have already been contacted by the store and they are more than happy to do the exchange, but not a refund. 

  thanks,

  ****

   

   

  Customer response

  11/13/2023

  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 do not wish to 'exchange' for anything at the store. Your salesperson guaranteed me the ability to fully return the item anywhere in the world, hence why I purchased the belt.  The personnel that work at the stores are not well trained and do not know the company policies. I was falsely informed in order for them to make a sale and i believe the behavior is deceptive to the consumer. I also do not wish to make an international call to remediate this matter. This is an international luxury company and should remediate this matter.  I am beyond disappointed and can not believe that the company is not willing to remediate their own deceptive/false sale.

   

   

   

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

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

*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. ↩