Vivienne Westwood being unhelpful about grubby packaging

[FortunesFave]

AIBU? Ordered DD a necklace from the VW site (I know it's not to everyone's taste but she's 16 and loves it) for her upcoming birthday.

Got the package yesterday and the box containing the necklace has two nasty grease-like marks on it.

I don't want to give her that. I emailed their customer care asking if I could have a new box...because let's face it, when you're 16 and don't have many designer things, that shit counts!

They responded asking for photographs of the box and the packaging.

I sent them. No response.

So I just called them to ask for an update and the man said "No, we don't do that" (provide replacement boxes)

So I said that wasn't good enough. I want a clean box as it's obviously part of the branding etc.

He has gone to ask his supervisor and "will get back to me"

I'm not holding my breath...but should I hassled them again? Or am I being really precious?

I just wanted a nice box for DD's gift.

YANBU at all.

But maybe they're confused about you just wanting a new box - could you return the whole thing and ask for a replacement?

Can you wipe the marks off? It might be easier/quicker than waiting for them to come back to you.

Completely agree with you. Hold your ground but don't leave it so long you can't send it back for a full refund.

And then buy elsewhere.

I’d just return and re-order

I don't want to risk returning the whole thing in case the replacement doesn't arrive in time for her birthday. If I was just waiting for the box, that wouldn't be terrible as I'd have the gift at least.

I don't want to wipe them off as I might make it worse...it looks like it's sunk in if you see what I mean. They are tiny...but they were the first thing I saw when I opened the package.

They won't want to replace just the box to prevent possible use of it to pretend non VW item being sold fraudulently in one.( Not saying you would OP!)
Just return whole thing, should be fine. 😊

@Wilkolampshade

They won't want to replace just the box to prevent possible use of it to pretend non VW item being sold fraudulently in one.( Not saying you would OP!) Just return whole thing, should be fine. 😊

That's what I thought but surely the fact that I sent them photos of my whole package...all with the receipt and my order number, they can guess that I'm not a fraudster?

It seems terrible to assume all your customers are potential thieves doesn't it?

I expect it's because the boxes can be sold separately on ebay. If you have photos of the marks though that's really bad. Keep on at them.

Also the items come with a little bag...I'm not asking for one of those. And a pro faker would surely just get copies manufactured in China!

@MrsPelligrinoPetrichor

I expect it's because the boxes can be sold separately on ebay. If you have photos of the marks though that's really bad. Keep on at them.

Yes, I included a clear photo of the marks. As I said, they're only small...but my eye went right to them when I opened the package.

Just got another generic response on the email chain. "We've forwarded your request to the relevant team" etc. I'll give them till' tomorrow and then I'll phone again I think.

I don’t think you are bing precious about the marks, but the way you want them to fix it is probably awkward, they might not have a supply of empty boxes to send out to people and probably don’t want to start doing this either. You should have returned it and reordered.

Hi OP if your on Twitter a polite "enquiry" may work?

I find emailing CEOs again with a polite request to forward your email to their customer satisfaction team works.

But agree the packaging of these items is very important especially to a teen.

Hope you get it sorted

they can't give you an empty box in case you put a cheap necklace in it and sell it as a fake.
Lso your only option is to return for a full replacement or live with the marks

I can see why it’s frustrating but personally I’d just buy an empty box off eBay so save myself the hassle

Could you order another one on fast delivery and post the dirty box and other necklace back in the meantime?
Or look at ordering another box on ‘buy it now’ on eBay?
It’s annoying that, I agree but they probably do expect you to just send the whole thing back.

Just order another one and return the one you have. Or do you need the money back first before you can order another?

Order a second necklace, switch the boxes and return the damaged box with the unwanted necklace.

www.ceoemail.com/

Complain!!

I don't have a spare 500 to order again! I'll look at Ebay though. Thanks for the tip.

They will probably do an exchange for you.

When I was buying my DS's girlfriend some VW jewellery I noticed a lot of reviews saying the packaging was poor.
I ordered from selfridges instead.
It arrived really quickly in a VW box but also in a selfridges box too, all beautifully wrapped in their signature yellow packaging with ribbons.
If you can. I'd send the lot back and order from selfridges on a credit card then pay it off in full

When I was buying my DS's girlfriend some VW jewellery I noticed a lot of reviews saying the packaging was poor.
I ordered from selfridges instead.

This is a very good tip actually - whenever I order something designer or more expensive I always try to get it through selfridges/John Lewis/browns etc. They package everything beautifully and the customer service is excellent.

When I was buying my DS's girlfriend some VW jewellery I noticed a lot of reviews saying the packaging was poor.
I ordered from selfridges instead.

Sorry, I meant to bold that comment!

Complain via social media. A pm on Instagram tends to get answers.
You could say that if things not settled promptly you will go to the media.
No one wants bad publicity.