Silvia G.

I purchased a coat on December 14 online as a Christmas gift for my daughter. I received a notification from FedEx stating that my order was delivered to my place of employment however no item was received. I immediately sent an email and a message to the text notification of the company to no avail. The customer service department told me that I needed to file a police report so that a claim it be filed with FedEx for the missing package. I did this immediately because I needed my package to be fulfilled because it is a Christmas gift and it is a few days before Christmas as of right now. I am extremely disappointed because I have no item nor a resolve from the company, the company stated that it can be from two weeks to eight weeks before FedEx response to them and this is not acceptable. The company has not offered a refund nor a solution immediately for my problem Whatsoever. This is extremely unfortunate and disheartening right now after dealing with a pandemic and the coat cost almost $1300 with tax which is not easy to come by for anyone in today's climate. I am a person who is hard-working however I have suffered several strokes and this has caused unnecessary stress and anxiety. This company needs to do better and fulfill the promises to the clients. When speaking to the customer service agent they basically told me that after a product leaves their wear house they are no longer responsible no matter what happens. I believe this is abuse of power and the consumer is extremely helpless in these situations. I have purchased items from many high-end companies and I have never in my life received the lack of service that I have just received and I am extremely disappointed and they have lost a customer forever. I purchased another coat from one of their stores and it was a lovely experience which is why I had no issue with purchasing online as the stock in the store was low and online they had an open availability of product.