Olivia D.’s Reviews of Raffaello Network & more

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Designer Clothes

2/27/16

I placed my order on 10th of Feb buying a 3.1Phillip Lim bag. After placing order I didn't receive any confirmation email and but I received message from bank said my money was authorized just few minutes after I placing order. I called them many times to check the status and they said it took time to receive the bag from other boutique blablabla, many excuses. After one week I called them again, and the operator said "Omg, no! Your bag is no long available...", which was extremely not professional and gave me a feeling like they were cheating me or fooling me. And then I thought it was ok if they cancel the authorization and let the money back to my account coz I don't want to talk to them any more. They said they had already done this and how long the money being back depended on the bank. HOWEVER, till now my money was still authorized by them and my bank said if they cancel the authorization it only took 2 or 3 days to let the money back! This is the worst and worst online shopping experience I've ever had. I don't know when they will return my money coz the bank said they were authorizing the money and I can do nothing. Once they want to take the money they can just do this.

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Maxime G. – Raffaello Network Rep Over a year old

Hello Olivia, we are sincerely sorry about your bad experience. 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, especially at the end of sales time. We know this is a huge limit and are currently working on it.

When you place an order on the website, we only receive a charging authorization from your bank, this is not a real debit, just a pending transaction. This payment was only on “hold” in your account. No money is moved to our bank, unless, or until, the order ships.

The pending payment authorized at the point of sale was canceled in our bank.
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

For further details:

http://en.wikipedia.org/wiki/Authorization_hold