I have had a shoe size issue and their customer service responded promptly to my concern through numerous emails.
Overall experience with their service was good.
I appreciate their helps and effort from the purchase till the refund process; all in all was a total pleasant experience though there was a slight variant on the amount return... I guess is for the shipping charges and I think it is reasonable... well done and a big thank you to all the Raffaello customers service personal! Clap... clap... clap... clap... clap!:-))
This company provides very poor service. They sell products from last fall season (with original price) but mark it as from current season.
I sent the product back and need to pay additional 17€ shipping costs. They don't reimburse these cost! I claimed to get the money back but no successe. They just ignore it. Overall: The service doesn't meet the level of there products and products are sold (partl) for higher price than the original price.
I purchased an item and they cancelled saying that we can not ship to your shipping address and we can only ship to billing address.
1- why do you have the option of billing and shipping?
2- Why they wasted my time three times going back and forth, ok we ship, next day, no we dont ship, again we ship///
The worst website ever! Every time I order something I get a email 5 days later that it's out of stock! But it's still on the website? And when i go to email them never any response. I wouldn't recommend this website.
I placed an order more than a week ago and they couldnt give me a confirmation in the next 3/4 working days so icancelled my order now i am not gettkng a confirmation regarding cancellation these guys are frauds could anyone please tell if i can do anythjng against them
Hello Aman, no money is ever moved to our account until, or unless, the order ships. When you place an order on the website we simply receive a charging authorization from your bank. This is like a reservation. In your case the reservation has been canceled.
The time it takes for the money to be available for your use depends on the time it takes for the card issuer to release the hold once it is canceled by the merchant. Some card issuers take hours, some days, some weeks, and some as long as two months. But the policies for the customers personal card is not available to us. We suggest you to contact your bank.
Hello, I would like to declare here that, i am using different brands products from Raffaello-Network since 2 plus years, its the best online shopping site i have found, and after that i havent been to anyother online site. As a customer, i am fully satisfied with the products.
I ordered a pair of stella mccartney shoes and have been trying to return them and get NO response from customer service. Awful customer service. I feel like I'm going to be stuck with a pair of clown shoes because they have no way of returning shoes. I wouldn't recommend using their website to buy anything. Going to call my credit card company to report them and try to get my money back
Dear Bee, we are sorry for the frustration. We have sent you the return instructions through email. Please contact us if something isn't clear. You have no right to dispute a transaction when you have actually received the goods. I kindly suggest you not to take that path because we will start legal actions against you.
Exceptionally poor service. It was my First time and last time- shopping with Rafaello.
Money was directed from my bank for the item- which was not dispatched and was not even is stock. After 5 days- i received e-mail: Sorry Item is not available. Zero point
I just received a pair of Ferragamo shoes today. They are a "C" width. I did not order a C width. Now they tell me all of their shoes are the "same" width. I do not recommend this company period.
Why is it not on your website you only sell "C" width? Not all Americans are fat with wide feet! I still say - stay alway from this company.
Hello Vandolyn, I am sorry but you ASSUMED they were the width you wanted. All the Ferragamo's we sell are C width, if you would have asked us before ordering we would have been glad to inform you. And furthermore, we now offer free returns for US, Canada and Europe.
I ordered a Moncler jacket that stated it was in stock. Shortly after ordering the item I received an email stating the item was in fact not in stock. Obviously in the mean time they gladly took my money. I was told I would get a refund and I have not. It has now been 8 days and my bank have categorically stated that if the money was refunded it would be back in my account and if it was just reserved against my account it would have dropped back in yesterday. I have reported this company now to the police and raised a Visa dispute through my bank. Do not make the mistake I made and use this company. They are criminals and you won't get the goods or your money back!
Dear James, Please understand we are intermediaries and work with a network of more than 20 luxury boutiques all over Italy (that's why our name is Raffaello Network)
When a customer places an order we then have to backorder it.
Unfortunately it is impossible to keep our inventory 100% updated with the ones of more than 20 shops.
Therefore discrepancies can happen between what is displayed on the website and what is really available.
We sincerely apologize for this inconvenient, it is the price to pay to offer a wide choice of products. We are working hard on this issue to avoid it and limit the cases.
Please also note no money is ever moved to our bank, unless, or until, the order ships. When customers place an order on the website, we only receive a charging authorization (this is not a definitive transaction, just a reservation). The time it takes for the money to be available for your use depends on the time it takes for the card issuer to release the hold once it is canceled by the merchant.
For further details: http://en.wikipedia.org/wiki/Authorization_hold
If you give me your order number, I will be glad to check if everything is fine with your refund.
Thanks for your understanding.
A rubbish website, wholly $#*!! When I order a Parda sneakers, it delay my order for 5 days and finally says it is out of stock. I wonder if it is out of stock, why the website still show it is available? Furthermore, the customer service e-mail is very unfriendly and cannot check what is the progress of my order. I will never shop in this boutique. SCUM!
I ordered a Prada shoes, but they didn't have the size I ordered. They immediately sent an email informing me that the shoes I wanted was already out of stock, so I ordered another color of same style and they promptly addressed my concern. I got it in less than a week! :) Excellent and prompt service! Trustworthy too! :) Love my shoes! And love rafaello network!
Both my friend and I bought 2 lanvin purses and they are genuine. I got my purse within 3-5 days and my friend ordered hers during the holidays and got hers with 7- 10 days. I decided to return my purse and it was easy and got my money within 7 days of my return. The site is legitimate and their products are genuine and the real thing.
Forget even getting to order from here. Which I NEVER will and here's the reason why.
The Customer service is beyond sad?( my 2nd experience via the chat option).
The customer service rep(Max-as was displayed) had the audacity to say.""Please be patient and nice. Your not the only customer online"".! The reason being I waited for a couple of minutes and did not get a response. And as any anxious customer checked in to see if they read my email.
This was my second saddening experience with them and through the customer service (chat option).
Sadly youve lost a customer. YOUR LOSS- NOT MINE!
Please treat your customer well. PERIOD!
Hello Sn, I wish to underline that I have answered to all your queries via chat. You started your chat very impolitely with "? Anybody there". You didn't even bothered to say "hello".
It's true, I took several minutes to answer to you but I was busy with other customers. It was uneccessary to start writing "? Hello". This is very rude (at least in my opinion). And this is why I wrote "You are not the only customer online so please be nice and patient " Being a customer doesn't allow you to treat the customer service attendant like servants. We are human beings too and deserve some kindness. Arrogance and rudeness are not tollerated in my service.
I have order a woman Prada sneakers (item code: *******) on 20/06/2016 and I still haven't my receipt for my purchase. I have checked with my credit card company and you have received a payment of £330.
Where is my order? Your web-site says 2 working days free delivery.
Are you taking the micky with people?
ANSWER THIS URGENTLY?
Dear Sebnem,
Your order was sent yesterday. We event sent you an email with the DHL tracking number. You will be delivered today. You didn't receive the emails from us because you miswrote your email address (sebypottwr instead of sebypotter). I will send you again the DHL tracking number in a separate email. One shall always ask and check before accusing.
I order Ysl sandale and they sent to me email with order number and details about my order. After 2 or 3 hour they sent to me another email with subject "Your PayPal details missing". "The details for this order have been received, but the paypal payment has not yet been received. The order is automatically rejected by the server until the payment is made.
If you choose to continue with the order please make a payment directly from your PayPal account to ours: *******@mail.com
Once it is done please inform us through email and we will re-activate your order.
You will then receive an email confirming the receipt of payment within 12-24 hours."
I was contacted my bank and they told me that reffaello network got the payment! Also i was payed with visa credit card, so why they wrote paypal!
I think something wrong with this website!
Dear Fatima, I am absolutely sorry for this situation but this is only a misunderstanding. You have to know that, while you are on the check out page, if you select Paypal payment but change your mind and don't complete the payment procedure, we still receive an order from you. It's our policy to inform the customer about this payment failure in case they should wish to complete it. In your case, everything is fine, we received another order with the credit card payment, you simply have to ignore this email and the "twin order" will be automatically canceled.
So you guys advertise merchandise that might not be available? If you guys dnt have it in stock then why allow me to buy it? Thats manipulative and wrong smfh so If you don't have it in stock I have to wait for you to send it from a boutique because you're a third party? That's unfair why not just inform us of this before hand smfh what if I'm buying a pair of shoes for a wedding that's in two weeks and you guys are playing games with my money smfh that wrong
Dear Jaymie, we apologize for any disappointment and inconvenience we might have caused.
We are intermediaries and have to order the products to boutiques, that’s the way we work, this is the only solution we have found so far to offer the large choice of products displayed on the website. Most of the times in takes us 2-3 days to receive the product, sometimes it takes a little bit longer, and unfortunately discrepancies can happen. But if a product is sold out, we inform the customer within 3 business days. If you need the product for a special occasion, we always do our best to give you an answer about the availability ASAP.
I just ordered a lanvin sneaker size EU 41. And have waited 4 days for a tracking number. And i still wait. I just read some reviews and found out that it has happend for a lot of people, so im now sitting hear on a black friday, and could have ordered it from another website. Get ur game up Raffaello
Hello Mads,
We are intermediaries, when you place an order on our website we then need to backorder the product to a shop with whom we work.
It takes us days to receive the product. Your order will be shipped as soon as we get the shoes and you will receive an email with the tracking number.
The return policy is not working! I received a mail the 21-January-2018 saying my request of devolution (ID *******, Tods boots US 10) has been correctly proccessed and that the ítem would be picked up 23 Jan 2018...!
And this was the last communication from Raffaello network. Nobody answer my phone calls, whatsapp nor mails! Today is 29th January...
I order two pair of sneaker for me and my husband and they were true to they shipping policy but i only would like for they customer service to be more reliable because i didnt get anyone by calling numerous of time.
Hello Pauline, we are sorry you didn't manage to get in touch with us. Unfortunately if the customer service attendant is already talking with another customer, you don't manage to talk. You have to do many tries. The customer service hours are: 09am-1pm/ 2pm-6pm (Roma Time) for the European numbers 9am to 6pm (Eastern Standard Time) for the US number. You can also write an email or contact us through the live chat. We always provide an answer to customers' queries.
Overview
Raffaello Network has a rating of 2.2 stars from 203 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Raffaello Network most frequently mention customer service, credit card and order number. Raffaello Network ranks 252nd among Designer Clothes sites.
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Dear Liza, we are very sorry you had an unpleasant experience and didn't appreciate our services. We sell both products from old collections and from the current season. Please note some models (some Hogan sneakers or Gucci handbags for exemple) are classic and are re-edited at every new season. We unfortunately can’t afford to offer free returns at the moment. We are aware this is a limit and are working on a new solution for the future. And as far as the prices are concerned, some people think we offer very low prices and others think we are expensive, this is something very personal and depends on where you live and where you usually shop.