Mackage

I purchased a coat on December 14 online as a Christmas gift for my daughter. I received a notification from FedEx stating that my order was delivered to my place of employment however no item was received. I immediately sent an email and a message to the text notification of the company to no avail. The customer service department told me that I needed to file a police report so that a claim it be filed with FedEx for the missing package. I did this immediately because I needed my package to be fulfilled because it is a Christmas gift and it is a few days before Christmas as of right now. I am extremely disappointed because I have no item nor a resolve from the company, the company stated that it can be from two weeks to eight weeks before FedEx response to them and this is not acceptable. The company has not offered a refund nor a solution immediately for my problem Whatsoever. This is extremely unfortunate and disheartening right now after dealing with a pandemic and the coat cost almost $1300 with tax which is not easy to come by for anyone in today's climate. I am a person who is hard-working however I have suffered several strokes and this has caused unnecessary stress and anxiety. This company needs to do better and fulfill the promises to the clients. When speaking to the customer service agent they basically told me that after a product leaves their wear house they are no longer responsible no matter what happens. I believe this is abuse of power and the consumer is extremely helpless in these situations. I have purchased items from many high-end companies and I have never in my life received the lack of service that I have just received and I am extremely disappointed and they have lost a customer forever. I purchased another coat from one of their stores and it was a lovely experience which is why I had no issue with purchasing online as the stock in the store was low and online they had an open availability of product.

I placed an order for my wife and received the item on Monday 1/16. Because my wife knew the jacket was the incorrect size, she never opened the package. On 1/17, we finally opened the package so we could return it at the Mackage store on Spring Street in NYC, never even having unzipped the garment bag the jacket came with. To our surprise, the jacket which I ordered- Jeni-shz in black, was not in the bag. What was in the bag was an Adali down coat with blue fox fur, the tag was ripped off, it had scuff marks on the jacket, and to make matters even more mysterious, the plastic bag on the jacket and the tags belonged to a Jeni-shz jacket.

The worst part of this experience came from an employee at the Spring Street SoHo store by the name of SHERI. Because this was a surprise for my wife, I placed two separate orders, with multiple coats in different sizes. Initially she arrived at the Spring Street store before me, as I was making a purchase at a nearby store. My wife had four coats in total, with the intent of returning three of them and exchange one which she loved. My wife approached the associate SHERI and was immediately met with suspicion, telling her she needed a receipt, the barcode, and the credit card the items were purchased on. My wife calmly explained I was only a couple minutes away, that I made the purchase, but she had screenshots of my email confirmation with the order numbers. At which point SHERI nastily replied, "Those are only screenshots, not the actual email." She opened the garment bags to each coat to inspect them, and when she finally came to the issue with the coat with the wrong tag, that's when her attitude pinnacled to hostility, accusatory, and repulsively unprofessional. She claimed the item was worn, although we continued explaining we never even opened the garment bag. She claimed the fur was "fake," insinuating we were returning a counterfeit jacket, as if we were lying thieves. She was more than condescending, she treated us like we were subhuman. My wife has wanted a Mackage coat for a couple years now, and this was my surprise to her, only for it to become a traumatizing experience, and seemingly racist attack on us, that she no longer can imagine wearing anything from your brand. You absolutely couldn't have worst representation at your company, and we hope this leads to the appropriate corrective action for such an abhorrent, disrespectful, racist human being.