First time posting and already a long rant! Sorry

Hi all!

I have been lurking here for a couple of months, and found this community really helpful and generous. Something happened to me this morning that I have finally decided to join. I need to vent!! And maybe you will also have some good advice for me. Sorry about my English - not my mother tongue. So here it goes. I am long time customer of yoox.com. I have being receiving and returning items form them for years without any problems. I never bought anything very expensive either. But last week I have decided to splurge on bright yellow blazer and ordered this one:
http://www.yoox.com/item.asp/t.....s/orders80
In case you can't open it, it was 325 euros (I am in Europe).
In the same order I have also included 3 other less expensive items (ivory sweater, black skirt and red pants). Well, after receiving the package and trying everything on, I have decided to keep only ivory cashmere sweater and return other 3 items. Well, this morning I have received e-mail from yoox that they will reimburse me for 2 items - red pants and black skirt. No mentioning of my yellow blazer, not a word, like it was not in the shipment. I wrote them e-mail and so far have only received automatic reply that they will contact me in next 24h. But I am really upset and worried. How can I prove that blazer was in the box? Have something like this ever happened to you? What if they misplaced it or if somebody stole it during the shipment? Will it be my fault?

And since this is my first posting maybe I should include something about me. I am 42, full time working mother of two. I have recently went trough some changes - gained weight and got the new job with more professional dress code (men wear suits and ties, but women who are in minority are all over the place). So I had to do the complete wardrobe overhaul - and this is how I found the YLF.

14 years ago

Anonymous

Welcome.

I'm new here myself, a male crossdresser and the women here are lovely.

Mander

(website)

Veteran

Perhaps you can show that the weight of the box would have been too heavy if it only had those items in it? What method did you use to send it back?

Lantana

Stand your ground. Someone may have made an error at the other end. But next time, keep a copy of all the paperwork.

Mochi

Oh, that's too bad, anchie. I made my one and only return to yoox with no problems. It's clearly someone's error and you will just have to be persistent and also be sure to mention that you are a long-time yoox customer each time you are dealing with someone. I think this will be a headache, but eventually you will be successful in getting your full refund. Please keep us updated.

anchie

NailPolishMan, thank you.

Mander, I used UPS. It was a good idea to check the weight but it did not help much unfortunately. I just checked it in the tracking; original weight was 2.1kg and return package weight was only .5kg, but I remember noticing it before that return weight was always .5 kg like it was entered during the creation of tracking number for return label and never updated with the real weight.

Lantana, I am not sure what paperwork you have in mind. There is not much paperwork involved. There is a box with my ordered items, inside is also a bill and a return label. When I decide to return something, I put it into a box, seal the box, put on it the return label and bring it to the UPS. They sign recipient of the box, but they do not sign for individual items in the box. Then I fill the return form on-line stating the returned items and a reason for return. On-line I can track the package, but also status of individual items included in my return shipment. This is where I can see now that they only received 2 out of 3 items, but I have no idea what happened to that 1 item that is missing. I am curious is it the same procedure in the US?

Mochi, thanks for the encouraging words, but I have a feeling that it is a lost battle, just my word against theirs. I will keep you updated.

Parsley

I wouldn't worry yet. They may just be reimbursing the jacket separately. (different departments, for example)

I had the same thing happen recently with Zappos.com. I had three pairs of shoes in a box, and received an email saying they had reimbursed me for two pairs with no mention of the third most expensive ones. The third refund came through the next day, separately.

Parsley, I really hope that you are right. It's just that I am their customer since 2006 and something like this never happened to me before. But I never ordered something that expensive either, and maybe they have a different procedure for reimbursement of more expensive items?? Finger crossed.

Suz

Welcome, and I am sorry that you have had this unpleasant experience. I am hopeful it will be resolved to your satisfaction because they don't want unhappy customers. But it is a pain to deal with and that is never fun!

MNsara

Aww, I think I'd be losing sleep over something like that!

I'm hoping it works out like Parsley's return did - without you having to do anything drastic.

Isabel

Welcome !!!! I am so sorry that this is happening. There is nothing that you can do right now, so wait it out until you hear from them.

Something similar happened to me with Boden before they had the outpost in the US. After a week of back and forth emails and me pointing out that I had been a customer for quite a while and nothing like this had ever happened, they agreed to give me a credit on the item. I was happy with that because I knew that I would use it eventually.

But it is early in the process.

Let us know what happens.

nancylee

Welcome...and sorry about your YOOX mishap. I would think that in the name of customer service (and especially a long-time customer like you), they would be willing to resolve this situation in your favor.

I would keep pressing my case if I were you until you find someone in customer service willing to support you. I think in the end this will happen. I know it's a case of your word vs. their word, but the customer's word should trump all.

Good luck!

Anchie, do you still have the original bill? This is your proof of purchase.

Update: I still have not received any e-mail from their customer service even though 24 hours window is long over. BUT status of yellow blazer in order tracking has changed - it is "received" now. Not yet "'reimbursed" as other items, but I am hopeful that it will be OK. Sorry for burdening you all with my problem, but one good thing out of this is that I have finally registered and stared participating in the forum, which is a big step for me.

chewyspaghetti

Oh I'm glad to hear this update. I was going to say what Parsley already did-m sometimes returns made together get processed separately for some reason.
Welcome to the board!

YAY !!!!! And now we have you !

Category