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.

It's probably because there's a use for genuine boxes to pass off fakes as the real thing. VW most likely have a blanket ban on sending out empty boxes.

YANBU - I had this with Pandora, got an immediate email response and new packaging (x 2!) received next day.

Could you post a photo to Twitter and Instagram. 'Loving the grimy look. Not loving the really poor customer service.'

That would be to VW's social media, I meant. Their social media manager might have higher standards than their customer service function.

Good luck.

Yeah I agree with buying it from Selfidges - both my teens love their jewellery but packaging is nicer from shops

I'm in Oz.

Anyway, I've had another email from a different person asking for photos! I pointed out I've already been asked for those but added them again. Sounds a bit shit doesn't it when they don't even read the email chain?

Some email systems lose all attachments as messages are sent, so it's not necessarily an oversight that the person hadn't looked at your original photo. They genuinely may not have been attached.

For £500 quid I'd expect better service than that.

Micellar water might get the marks out if you don't get anywhere with them, but that is really shit service :(

You need to return it and have it replaced. You can't just expect another box to be sent out

Where would you need to return it to? In the time you've spent messing around with emails, you could have returned it and ordered a replacement.

I think at this point in the game I'd just be going and buying a beautiful necklace box to go with the necklace.

I think what they've done is awful customer services but I also think you're going to be barking up that tree for a while.

I'm sorry. And I hope your daughter has a lovely birthday.

For £500 i would expect much better customer service than that. The staff are rude in their shops aswell

I would be really mad because you’ve paid for it and the branding makes up part of the product! You’ve paid a lot of money, why should you be disappointed. When’s her birthday? I have a box I don’t use from a pair of earrings if you want it posting?

Or could you take it all in to a local VW shop and see if they will exchange it?

I would absolutely not be looking on eBay or a box. When I'm paying that much money for something I expect a certain level of customer service.

If they don't respond promptly l would be posting on Twitter, Instagram or any where else I could. This should have been dealt with straight away.

@FortunesFave

I'm in Oz.

Anyway, I've had another email from a different person asking for photos! I pointed out I've already been asked for those but added them again. Sounds a bit shit doesn't it when they don't even read the email chain?

I find in Outlook sometimes attachments fall off somewhere along the chain; that might not have been their fault.

Could you give your dd the present then return it?

Pretty poor of them. I'd send the lot back.

@Orf1abc

Where would you need to return it to? In the time you've spent messing around with emails, you could have returned it and ordered a replacement.

Sydney! I'm in South Australia. Not really a quick trip. :D

@Couchbettato

I think at this point in the game I'd just be going and buying a beautiful necklace box to go with the necklace.

I think what they've done is awful customer services but I also think you're going to be barking up that tree for a while.

I'm sorry. And I hope your daughter has a lovely birthday.

Well it's only been two days. And I don't accept a generic box...not at those prices. Thanks for the birthday wishes!

@FortunesFave Just seen you’re in Sydney. I’ve just found a VW box you could have had if you were nearer to me. But Sydney is unfortunately a bit too far! Hope you find one on Ebay.

OP, I work for a luxury retailer. They won't just send you another box because for all they know you are selling fake VW stuff and you want the extra box to either use to sell a fake or to use to make replica boxes.

It doesn't matter if you bought from them and sent them receipts as a lot of rip offs order some real product on occasion to create new fakes based from them and to keep up to date with the latest designs and packaging. This is one of the reasons why some luxury retailers change packaging slightly each season.

You can get VW cheaply on Ebay and Amazon which will be a quicker option I reckon.

I know its annoying, trust me, but these brands really go above and beyond to prevent fakes etc.

Like they can't afford it 😂

Hi OP, don't you have 14 days to return online items?

I would return it.

If you can't a replacement in time for dd's birthday, maybe you could print a picture to show it's coming for her?