Mena C.

Very disappointed with my experience. I signed up for a new account, having never ordered from them before. As a new customer you are sent a 15% off promo code. I placed an order for 2 high priced items (a Max Mara sweater and Golden Goose trainers) and used the promo. I ordered with my Visa and the transaction went through. After several days I checked my credit card account and noticed the amount still pending. I also had not yet received a shipping confirmation. I emailed customer service and after 2 days finally received a reply stating that the order did not go through. The message was not clear to me, so I called in. I spoke to the only one representative I believe they have named Mirtha. She explained that the order was canceled due to a security issue on their end. I contacted my Visa card company and they assured me that everything went through fine on their side. She advised me to go ahead and try again. I asked her if I could still use the promo code and she said yes. Well, after trying to use the code, a message popped up stating it was not valid - most likely due to it been used on the previous order that was canceled by them. I attempted to contact customer service again via email, but did not hear back, so I called in again. I spoke to the same rep who said that it should be working now. I asked her if I could try and place the order with her on the phone in case there is an issue. She said yes, so I proceeded. Unfortunately, the code was still not valid. At this point she repeated the same thing saying she would need to 'escalate' the problem and get back to me. It has now been 2 weeks and no one has provided me a new code to use to place the order. The total amount after taxes was close to $2k, so a 15% off code makes a big difference! I checked on the items that I wanted to order and the Max Mara sweater is now out of stock in my size! I am amazed at how inept this company is. They missed out on a large order - they may not be in the business of making money! I will not try them again.