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.

Could you order another and once you get the dispatch send the original back? I know it means forking out the money again which isn't ideal at all

If they won't send another box then they should arrange a courier to pick up the item OP has and exchange for a new one.

This would be minimum standard for most, if not all luxury brands.

Update! I just received an email to say replacement packaging is on the way. I thought I'd better add this as I wanted people to know VW came through in the end! I do feel better about that now! Thanks for all the advice

Vivienne Westwood customer service is absolutely hideous. I received a defective item and spent literal hours going round in circles with extremely rude and unhelpful advisors who simply decided to start ignoring me when it became too much effort for them. Had to claim off my credit card who won in my favour because it was a completely “open and shut” problem.

It’s absolutely not the service id expect from such a brand and it really put me off. Nothing more helpful to add than they’re really crap and I sympathise!

That's a good update, but 2 weeks to get to that point?!

Maybe someone needs to send them this thread so they know that it's widely known that they have poor customer service.

@somethinginoffensive

That's a good update, but 2 weeks to get to that point?!

Maybe someone needs to send them this thread so they know that it's widely known that they have poor customer service.

Yes it was slow! I have ten days before DD's birthday....I'm very organised and do like things ticked off. That's why I wouldn;t send it back you see...can't trust others!

At least there's a good box on the way so even if it lands after her birthday she'll still get it eventually.

Hmm, I am very disappointed with VW. I love their style but you are right to insist they replace the box. Packaging is part of the brand and is important to get right. And not just to teens. Personally I don’t keep it but I would be appalled to receive substandard packaging. The quality control/packing team is at fault but customer services didn’t cover themselves in glory here either. It is not the customer’s problem that someone is selling the boxes on eBay, they should have been very quick and apologetic the second you sent them any proof they asked for. I wonder how they stand by their products in less clear cases or the faults that become obvious later on. One would think twice about ordering after such feedback.

@Flippin

Hmm, I am very disappointed with VW. I love their style but you are right to insist they replace the box. Packaging is part of the brand and is important to get right. And not just to teens. Personally I don’t keep it but I would be appalled to receive substandard packaging. The quality control/packing team is at fault but customer services didn’t cover themselves in glory here either. It is not the customer’s problem that someone is selling the boxes on eBay, they should have been very quick and apologetic the second you sent them any proof they asked for. I wonder how they stand by their products in less clear cases or the faults that become obvious later on. One would think twice about ordering after such feedback.

Exactly...it's not my fault that people sell fake stuff. And I was offended that they'd even be weird about replacing it when I'd obviously just bought it!

I wouldn't order again to be honest. Someone upthread suggested buying from a department store rather than the website and I might in future but I do wonder about how they'd be if something was broken/damaged.