Help with YOOX

[antirabbit]

My wife purchased a pair of ankle boots for my Christmas present. Upon recieving them, I decided they didnt fit right and were of a color I didnt like. They claim a 15 day return policy with a 5 day grace period. My wife purchased these on Nov. 28th, I contacted them on the 25th of Dec., so a little over the period, but considering the holiday, I would expect some flexibility. Had we known this, I would have never purchased from YOOX. In fact, I have gotten two, yes two of the following messages: Dear Chad, Thank you for contacting YOOX. We would like to inform you that we cannot accept the return of your order 21112907906380 because too much time has past as per our Return Policies. Also, please be informed that we do not exchange upon returns. If you have any questions or concerns do not hesitate to contact us. Persaud YOOX Customer Care Please do not reply to this message. If you need to contact us, please enter the HELP area on www.yoox.com. I had requested a personal response, from a manager and also informed them I would spend more money if I can return these boots that are now worthless to me. I also informed them I would look for advice from my forumite bretheren. I keep getting the same form response no matter what I write. Should I call? Should I give up? Should we all reconsider YOOX? So, if any of you have any advice or experiance you can add please do?

 

[grimslade]

Without meaning to be harsh, and in full sympathy with the view that Yoox could well treat this as a special case, my advice is: Familiarize yourself with an outfit's return policy before it becomes an issue. Don't assume special treatment unless, like a lot of stores, they specifically note a holiday exception. And if they do not, buy in such a way that if a return becomes necessary, it remains possible after the date the gift is given.

Live and learn.

 

[rach2jlc]

(EDIT: Grimslade and I posted at the same time).

Policies are policies.

I've ordered dozens of times from yoox, am happily a yoox "superstar," but I also know that when you order from a discount retailer, you get what you pay for. If I ordered at full retail from neimans or Bergdorf, I'd expect more flexibility. Though it would be NICE if yoox would be flexible with you, nevertheless you've extended well past a policy that, all things being equal, is pretty generous as it is.

Anyway, why not put them in the sales forum here? Assuming your wife got them at a good price, I'm sure you could probably make back most of your initial investment (unless they're some hideous Paciotti monstrosities or something, haha).

 

[pkincy]

Don't forget guys that these were purchased as a christmas present. And a contact on Christmas Day should be considered as a timely response by any retailer Discount or not.

I would not expect the 15 days to toll until the gift was opened. If not than you should not be in the retail business.

I do appreciate the posting and I suppose that is why I don't buy gifts from discounters.

Perry

 

[rach2jlc]

Originally Posted by pkincy

Don't forget guys that these were purchased as a christmas present. And a contact on Christmas Day should be considered as a timely response by any retailer Discount or not.

I would not expect the 15 days to toll until the gift was opened. If not than you should not be in the retail business.

I do appreciate the posting and I suppose that is why I don't buy gifts from discounters.

Perry

I'm not following you, Perry. From Nov. 28 to Dec. 25 is about 27 days. The return period is 15 days with a short grace period for shipping delays.

So, if I buy a Christmas present in March, but don't give it until Christmas, it should still be considered timely to return it as a gift? Yoox aren't mind readers, how do they know when you open a gift? All that they know for sure is when the item was shipped and delivered.

If Yoox or any other retailer started a "if this is a gift, you can return it anytime!" policy, then people would abuse that policy left and right, saying that EVERY late return was a gift. I agree it would be NICE if places would be more flexible, but they probably were once VERY accomodating and had their shirts taken.

 

[pkincy]

Yes, Christmas season sales should toll from Christmas. Or in fact we can vote with our feet and not purchase gifts from them. I do buy from yoox (got a 20% code I could use?), but I would not buy gifts because of the return policy.

Perry

 

[rach2jlc]

Originally Posted by pkincy

Yes, Christmas season sales should toll from Christmas. Or in fact we can vote with our feet and not purchase gifts from them. I do buy from yoox (got a 20% code I could use?), but I would not buy gifts because of the return policy.

Perry

I see more what you mean, now, Perry, thanks for the clarification. I, too, wouldn't buy a gift from them, not because of their policies, but because buying European clothes sight unseen is always tough. Those Jil Sander jeans marked 32 might fit once like a 28, other times like a 36, maybe one in four times like a true 32; or those Prada shoes marked 10 may fit like a 13 or more.

It's tough all around and I know Yoox has a much higher per volume return rate because of this fluctuation (I probably return 30-40% of the items because of sizing issues). As such, I'm sure they've had to become pretty strict with their returns policy.

That and also Yoox is a company with a presence in 20 or more countries; if they started holiday returns policies by country they'd have to amend their shipping policy for every religion, every culture, every holiday, etc. Last month was ramadan; this month is Christmas; August is Japan's Obon season, etc. It would become a headache since all of their products come from warehouses in Italy or New Jersey.

 

[Babar]

Though Yoox certainly isn't perfect, their return policy is one of the best in the biz. Since the sizing is so inconsistent for a lot of the brands they carry, I've always let the receivers of the few gifts I've given try them on within the clearly advertised 15 day grace period unless it's just been a scarf or stuff like that. I don't like to give designer clothes, much less shoes, sight unseen to anyone, be it from retail or online.

 

[pkincy]

And truly that is the main reason that I wouldn't use them to buy a gift. The brands they sell quite often very widely in size and fit. So if you order it, you better try it on right away and check it out.

I am still looking for a 20 off code.

Perry