ComplaintsforPrada

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband bought me a beautiful wallet for our anniversary in April. Less than 3 weeks later I was out at dinner and i got a smudge on the wallet from the meal. I thought it would come off easily so i wiped it with a water and a paper towel and the leather coating came right off. This is a wallet that costs over $800 and in just a matter of a few weeks this is the result of the tiniest amount of wear.Since it was brand new and had so much sentimental value to me, I took it in to Prada hoping they would swap it out for me. Instead of understanding my frustration, the manager said "this is just gonna keep happening. if you're someone that is bothered by that, you should probably get another color or not buy this model of a wallet. I couldn't believe that such an established high end brand would deal with their customers that way and that the quality would be so poor. They did not provide me with a new one but said they could send it in for a repair. I was reluctant because this was my brand new wallet and they told me it would be 8-10 weeks for repair So after over 4 months of no contact, I reached out and the line disconnected. I called back and spoke to someone who told me it was shocking that I hadn't received it yet and to call back at the end of the next week if i didn't hear back. Another week went by and still nothing so I call again and the agent tells me that they will reach out out to me because it should've been fixed by now. I remain patient and call again a week later, this time they tell me they're going to connect me to the store I left the wallet at and the line disconnects. I call back immediately after and let them know they were supposed to give me an update and the NEW agent tells me that 'someone will reach out to connect with me' and now they have a call log of my requests. I reached out 3x it's been almost five months. Now I'm leaving the country in a few days and I was certain I'd have my wallet by now. I just want my wallet back Please help

  Customer response

  10/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Prada regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  H*** there.Id like to thank you for your time and kind help looking into my case during your busy schedule.My husband had purchased a $4000 Prada bag for me but unfortunately its hardwares (zippers) were defective causing discolorations and became brittle. We have paid additional $120 for the replacements even though it was defective in hopes to restore but Pradas lab returned the bag after causing even more severe permanent damages. Im very sad beyond words.I have attached the letter that I have sent to Prada *************** which I have not received response and photos of the damaged bag.Id very much appreciate it if you could help me.Sincerely ***************************

  Customer response

  09/05/2024

  At this time, I have been contacted directly by Prada regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   The repair facility that they have sent my bag caused permanent damages to the bag.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***************************

  Customer response

  09/05/2024

  At this time, I have been contacted directly by Prada regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   The repair facility that they have sent my bag caused permanent damages to the bag.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I traveled to ******** and had an in-store purchase in Prada ***************** on March 29th. And I asked the sale assistant to deliver my items to *****, **********. However, I didn't receive the products or even the tracking number for almost 3 weeks after my purchase. I have contacted client service through WhatsApp since April 10th, and they asked me to call the store. I called them three times after that. Every time they said only the sales assistant had the tracking number and they have told the sales assistant, so she would contact me soon. But she never contacted me! As a result, I don't know if my product is sent or not. If sent, I don't know if it was stolen by someone, sent to the wrong place, or lost. I also contacted client service through email and twice through WhatsApp, but the problem was still not solved. They said they sent messages to this sales assistant, but I still didn't get information from her. I checked my message, email, and Whatsapp information, but nothing there. All I got after the purchase was the receipt. In short, I tried all the contact methods listed on their website, and they said they had already messaged the sales assistant. But she never contacted me, and I have no idea about the status of my order for almost 3 weeks! Could you please help me with this situation? All I want is to get the tracking number of the package. And if the package is lost or stolen, I want the sales assistant to be responsible for it. I would really really appreciate for your help!

  Business response

  05/15/2024

  Dear ***************,

  We are pleased to have received your message.

  
  Forwarding to our update, we wish to truly apologies for the delay regarding your purchased items at our New York boutique. We wish to inform you that we have escalated your experience internally and have requested that an urgent update is provided to you. In the meantime, we have sent you an email from one of our managers at ****** Services to stay in touch. 

  
  In the meantime, if you have any questions please respond to the email we have sent from ****** Services. 
  
  Best regards,
  Prada ****** Services

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  In addition, I would be sorry that I didnt update the case. I received my order last Friday. Even though it still took more than a month and the sale assistant didnt contact me, Im glad at least I received my order. So please dont worry, this case is already solved! And thanks so much for your help!
  
  Sincerely,
  
  ****** **
  
  
   
  

  
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have some platform shoes that were broken (I am not sure if this is the correct term in English) while I was wearing them one night in ************. Luckily, I didnt fall or get hurt, it was just the embarrassment (...)In July 2023, I took these shoes to my *********, and he said that he could not fix them because the platform was all cracked and re-gluing the top part to the bottom would not help, because it would happen again. He said platform needed to be replaced before anything.On Aug 25, 2023, I decided to contact Prada **************** and I specifically told them that I had taken the shoes to be repaired and the ********* said they couldnt be reglued.I dropped off my shoes at the Prada store inside Saks in the ****************, on November 7.I specifically told the manager that I needed the platform to be replaced but unfortunately, she didnt make this note on the repair paper.But she added a US$ *********** this paper and when I asked her why she was adding an amount if she didnt know what would be done for the repair and she told me that was the standard procedure for repairs, that up to US$ 185 they would fix the shoe without asking the client. I asked her to call me with a final estimate and a description of the repair and she said they would.I never heard from these people again. On December 14, I started to follow up with Prada **************** about the repair. It seems that by then, the store had not sent my shoes yet as the date of receipt in their lab was Dec 18. I kept following up with **************** and all the answers I got were: the store will contact you. They never did.Then, on January 31st I sent them an email saying if you dont have a solution for my shoes, please send them back the way they are.The very same day I received a text message from the manager at the store saying that my shoes were ready for pick up, and the repair cost was US$ 185 (plus tax).(Please refer to the attached word document for full details).

  Customer response

  03/22/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Prada regarding complaint ID ********.
  
  Sincerely,
  
  ****************************************
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction is 2/1/2024, amount paid $858.60 I made an online order for Prada shoes which Prada said they delivered via *** delivery on 2/3/2024. The package was shipped to my parents home address and it arrived without the product inside. Which isnt the first time weve received a something similar to this via ***. I instantly notified *** and Prada on Feb 3rd and they said they are investigating and will resolve the issue by Feb 16th. It is now Feb 22nd and they still have not contacted me or given me any update on what is going on. I contacted them via phone call for information and was hung up on by a male representative named **** who spoke over me and wouldnt even allow me to tell him what has been happening. I requested for a manager twice and still no one has contacted me. It is February 22nd now and I still dont have the product I purchased and still no one has even reached out to me.

  Business response

  02/23/2024

  Dear *************************,
  
  We are pleased to confirm we have received your message. 
  
  Forwarding to your case, we have taken the time to review your delivery and understand you have an ongoing delivery investigation underway with our carrier **** As confirmed with you over the telephone on 2/22/24 we are working diligently with our carrier to resolve this investigation for you. 
  
  As mentioned on your call with ****, given the report of damage to your package our carrier has requested additional clear photos of your package (including the label) to conclude their investigation. As agreed over our phone call, we will await the additional photos requested by the investigation team in order to move forward with your resolution. 
  
  Should have any additional questions please do not hesitate to reach ****** Services at **********************************************************. 
  
  Best regards, 
  Prada ****** Services

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a pair of Uptown running shoes from Prada at *********** in ******* 11/28/23. After wearing them inside for 3 days the shoelace slit on the tongue of the right shoe broke. I live 3 hours drive from there. I brought them back 12/31/23 and was told they would have to send them away to Prada to see if they are defective. They were obviously defective. They would not give me a refund because they were worn. They finally took a picture of them and sent to Prada. I was told I would hear something in a week or less. After much texting and many phone calls I finally heard that Prada authorized the store to exchange as a final sell! I thought that was insulting. I told them I could not bring them back until Feb 3/24 as I live so far away. They gave me the option to mail them in at my expense. I told them I preferred to bring them personally. No response so I took that as an OK. After many texts, many phone calls, waiting on hold forever I finally spoke to an employee. He checked that they had the shoe in my size at the store but refused to hold them as the company has a 24 hour hold policy. This makes no sense as the shoes were already payed for. Early the best morning I get a text saying that because I didnt mail the shoes in the replacement shoes were no longer available and because I waited so long my only option was to pick a different color or a different item of same or lesser value as a final sale. I texted back saying that a few short hours ago they had plenty of my size in the store and that no one responded when I said I preferred to deliver them in person. No response again. So frustrating. This is a ******** pair of running shoes that have not held up as well as my ***** running shoes I have had for years. The customer service is terrible. I have never had a high end store not stand by their product before nor have I ever been treated so rudely by store employees. At this point I want a refund.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 items from Prada that should have included a personalized card with it. One of the bottles had no wrapping on them so I would like to return all items. This is my first purchase with Prada and it will be my last. As a customer if I request a personalized card to be attached then thats what I should receive. Extremely poor customer service.

  Business response

  01/03/2024

  Dear BBB Analyst, 
  
  We are pleased to have received your message. 
  
  Forwarding to your message, we wish to apologize for the issues experienced with online order ****************. ****************** reached out to us via telephone on 12/14/2023 requesting to return her items. As confirmed by our representative that day, the client was provided with a return label via email on 12/14/2023 to the client's email address, *********************** to return their items. 
  
  As of today, the *** tracking number ****************** shows no movement since we provided the label to ******************. In order to process a return, all items must be received by our fulfillment center in the original condition they were received within 30 days of the initial delivery.
  
  If there are any additional unreported issues, we kindly invite you to reach us at ************************************************** to assist with resolving this further. 

  Best regards,
  Prada Client Services

• Initial Complaint

  10/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Purchase date 9/15. Amount paid $1,470.00. I returned the boots in the original condition and the following notice was sent back to me:Upon further inspection from our fulfillment center, the item in your order **************** did not meet our requirements for a return. In order for us to process a return, the products must be in their unused, original condition and packaging, with all tags attached and any special packaging, parts and accessories, including authenticity cards and security tags, included (incomplete, damaged, worn or altered items will not be accepted).I returned the boots in the original shoebox, bag, and shipping box. The original tags were on the boots. I was told there was a dent in the left boot. I had not unwrapped that part of the box where that boot was. I tried on the right boot, which has no sign of wear or damage. I called several times to Prada to clarify that I did not in fact put a dent in the boot and was told there was nothing that could be done. This is unacceptable as I should not be at fault when I did not return their merchandise with a dent; I returned it in the same condition it was sent to me. I am outraged by this decision and would like this looked into further as the communication received from the supervisor has not been helpful.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed and order and paid $35 for over night shipping which it said I would receive by the 9/21/23. I did not receive the order until the following week. Called about my order , then was told process time was 3 to 5 day. Which it didnt state when I purchased. Asked to be reimbursed for the overnight shipping, because I didnt receive it overnight. I was informed that it would be given back and that was before I received the shoes. Sent the shoes back because they where to big. Prada received them the 9/28. Then was informed I would be refunded for shoes and over night shipping in **** business days (Buy 10/12/23) Today is the 17th and I still have not received a refund for either.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a product that I was no able to sign for because I work during the day. I requested the product to be sent back to shipper. The product was signed as received on July 26th by *******. I emailed Prada client services on July 31st and was told it would take **** business days to receive a refund back to my card and I would receive a email confirmation. On August 9th I followed up with a phone call and was told that I would receive the refund on August 10th. No refund has been processed and I followed up today August 14th and ** told to follow back up again on Thursday. My refund courtesy days have been exhausted and I see Prada has similar complaints. I would like my refund processed now and an apology for the inconvenience that this has caused me

  Business response

  08/22/2023

  Dear Analyst ******,
  
  Due to an unforeseen situation at our fulfillment center, the refund for ************** online order **************** was delayed. That said, we wish to advise that the client order was refunded as of 8/14/23 to the original method of payment.
  
  Should ************** have any additional questions please reach out to our ****** Services team for assistance.
  
  Best regards, 
  Prada ****** Services 

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩