[Updates below - 1 month of runaround!] I would not recommend buying from this site, if you are afraid something might go wrong. Because when things go wrong, they won't stand behind their product. I feel the quality of the product I received is not up to the price I paid; I learned my lesson, to buy regular products from a reliable vendor. Don't believe endorsements from bloggers - they may have gotten gifts/special treatment. (Also: Notice most 5-star reviews are by users who are writing reviews for the 1st time, 1 review only. Vendor disputes fake reviews by referring to sitejabber's IP address policy, but you can easily go around that w/ VPN.)
I recently bought a pra*da shoulder bag, and shortly after I ordered, the product page was taken down from their website. After I sent money through Western Union (which was highly sketchy, too, in that I was asked to change the recipient from what was listed on the website), I was asked to send them a photo of what I'm ordering to "confirm" the size. Luckily I had saved one photo on Pinterest, but otherwise apparently they weren't sure what I ordered. They kept saying, "Don't worry." About 11 days after the money was collected on their end, the bag arrived with a defective strap. There was a warpy spot / loose leather on the shoulder pad underneath the chain. I contacted Emily via WeChat to see if I can exchange. She tried to tell me that was part of the design and it was "artful." I pointed out, if it was part of the design, then it should appear on both sides (i. E. left and right from the middle of the pad), whereas this defect is only on one side. She replied by saying "Hello dear, We suggest you check it on the store first" (I assume she meant the website). I said the product page has been taken down. Then she says, sorry this product is so popular ("hot-selling") it's sold out (as if I was trying to buying it)... Anything you say, they kind of play dumb and act as if they don't understand it. It's been very frustrating to say the least. As for the product, I can't say it was of great quality either, for the price.
One thing for sure: If something goes wrong, they won't take returns, and you can kiss your money goodbye.
After ignoring me for 4 days, once I wrote this review, I heard back from Emily in WeChat. Of course. She says it was a misunderstanding, that she meant to tell me to go to a physical store to look at a bag, to confirm that the defect (warpy strap) exist on a real product. (... no comment. Aside from the ridiculousness, the local NM is out of that bag anyway.)
As for the vendor comment about pre-shipment photo, they never sent me any photo. I've been told that I have to request such photos at the time of ordering, in order to receive any. I was the one who sent them a photo of the bag, because they asked me to send a photo to "confirm size." So I even gave them the measurements of the bag.
There is no return policy posted on the website FAQ. It just says, "If you have a complaint regarding your order you can email us". I've also been told not to contact them through gmail and WeChat at the same time, because communication may get confused (see photo #2). So I have been in touch through WeChat.
I'll post the screenshot of a response I got (photo #3), upon telling them there is some excess leather popping up on the strap (it's not an indentation and I told them so). They want me to shrink it by blowing hot air on it with a hairdryer, or press it down with a heavy object. Truth.
I first inquired about exchanging the faulty product on 4/26. Please note it's now 5/14. It's been like pulling teeth. After telling me repeatedly that it's an indentation that developed during shipping, to blow hot air on the wonky strap, and after I told them about 5-6 times it's NOT an indentation, Emily says they'd contact the factory manager. Then after waiting some, I asked again on 5/10 if I can return or exchange.
Emily then sent me a few choice pictures of some random old beaten-up bags (I'll try to attach the photos), to say "see, it's normal for leather to be warpy!" Then she tells me, that it's problematic that I seem to have removed the protective film, and per their policy the protective film needs to be intact to return the item. (*It's basically their protection/way to not accept the return if need be - I mean, how is a customer supposed to inspect the item w/o removing the outer packaging?!)
Also she informs me, because "China is a more stringent import control of the country" (as written) I'd need to mark the bag's value as 20 dollars. So this means, if I get to return the item, I can only insure it up to $20. If anything is lost/damaged, basically your loss, even if defective product is the cause for return.
She also tried to tell me that this would be deemed as a return due to my style preference (which means 30% re-stock fee).
She also told me, if I chose to keep the item, "For this so-called trouble," they'd give me a LV coin purse on my "next order." (<- Note that I'd have to give them more money. And yes, she did write "so-called trouble.")
Naturally I was not happy with this response. Then Emily told me that their "inspectors" inspected the bag and it was "perfect before shipping." (... If it had been "perfect", it probably wouldn't become crooked only on one side of strap!)
I told her (maybe for the 10th time) that I've owned many other brand name leather bags, and never had this problem on a strap.
I got the latest reply this morning - after 2+ weeks of back and forth - that says:
Thank you for your reply.
We have explained to you before that it is a normal phenomenon but it seems that you cannot agree with us. Therefore, our manager agrees to replace for you. Please have a look of our replacement policy and respect and comply with our policy. Thanks for your understanding."
It is yet to be seen how this will go. I will update again, if exchange is successful.
[The 3 photos of (faux?) ksny/Coach bags are the photos of some random beaten-up bags Emily sent me via WeChat, to somehow prove to me my bag is fine.]
After I mentioned to Emily how the bag came in a pretty shoddy box (instead of "PRADA" being imprinted/embossed on the box, there was just a cloth label - like ones you might find on the neck of a shirt or something - that said "PRADA Double Bag", although what was inside is NOT a Double Bag at all) which was already torn in the corners upon receipt, apparently they got cold feet that their bag/packaging might not make it back through the Chinese customs.
Emily wrote me back to ask me, "Hi dear, Did you blow it with hot wind?" and to tell me, *AGAIN* that "This is a normal phenomenon," and since I got such a good deal, "Believe an indentation is understandable." (AGAIN it's not an indentation.)
Then she went on to tell me (never mind the box lid came to me already broken) that they would need to CHARGE me "packaging fee" because their policy is "to keep the bag and packaging are intact and unused."
Further, she tells me: "Actually we don't wanna waste your money(The freight cost, 30% depreciation fee, and there may be tariffs" "Finally our manager told us, if you were willing to keep the bag, we will give you a $89 gift on your next order OR an additional 3% discount on your next item." [as written] <- "3%" on a $400 bag =$12
SO NO, NO RETURN IS ACCEPTED. Their solution only involves giving them more money.
Emily says to me (the same thing she told Lily Y, noted in her 1/26/2018 review):
"Why worry it so much? If you wear it confidently, noone will notice."...$#$#%^&?! That's your comeback, for a faulty bag? That's weak, man.
[Update #5, almost a month later]
It's funny how they become suddenly fluent when explaining these so-called "policies". After reiterating the "company regulations" of not removing the packaging etc, Emily says, we all have to go by rules. (She also recommended AGAIN to "iron the leather flat".)
Her conclusion: "Personal requirements are different" and it's because some people are more discerning they see faults in the products. Says I am being more picky, because it's a replica. (Are you kidding me?! I'd be much more picky if it had been a genuine product.)
She wants me to purchase bags from other companies and compare the quality, and says "it's a pity you are not satisfied."
So there you have it. If something goes wrong with your order, the ending is, "it's a pity."
[Update #6 - I give up]
As she told others before (try searching for all the 1 star reviews - same story), like a broken record, Emily says:
- I have to pay 30% restock fee since the packaging/protective film was opened
- I have to pay for shipping BOTH WAYS to have a replacement shipped
- I can only declare the bag's value up to $20
- If I incur any tariff/tax then I'm responsible
=... all for a defect that is their fault, I'd be out more than $200 (30% + shipping).
I'd told Emily that is unreasonable, but she keeps repeating, "please comply with company regulations." Unless I'm "OK with the rules" above, I can't return.
I get it now. Her job is to basically wear you down until you give up on returning the item. She still doesn't give out the return address. I learned: This is a company to AVOID like a plague, including their sister site (perfect c club).