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Viola Milano - Horrible Experience - resolved to the satisfaction of the customer.

dragon8

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I placed a custom order for 3 ties and am having problems. They told me the ties would be ready within 4 weeks and I email them after that and they say ready to ship this Friday. I wait until the following week and ask them for tracking info and they say its shipped and fedex will contact me with that info. Another week and I ask again and no reply. I finally place an inquiry through Paypal and they immediately reply saying the shipment stopped because of my inquiry and all this. I asked for a tracking number and no reply on that. I told them I wanted the ties but wanted tracking info but there refuse. They accuse me of wanting the product but not paying for it-I paid already.

Is this normal for them to react like this?
 

joorinainen

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Viola Milano have wonderful ties. Lately i ordered one custom/bespoke tie and the delivery time was promised around 4 weeks. It was around week 6 or 7 when i contacted them and asked what's going on with my order and they promised to send it ASAP with a complimentary pocket square for the wait. I was happy and i understand that sometimes you have delays especially with special items such bespoke. They also promised to send tracking number next day. I didn't receive any tracking number and after a week i got a call from local DHL and the guy asked me where i live because Viola milano had shipped my tie without my full address.

Long story short. Wonderful tie and great product but for the price i paid i definitely expect more for the service.
 

dragon8

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Viola Milano have wonderful ties. Lately i ordered one custom/bespoke tie and the delivery time was promised around 4 weeks. It was around week 6 or 7 when i contacted them and asked what's going on with my order and they promised to send it ASAP with a complimentary pocket square for the wait. I was happy and i understand that sometimes you have delays especially with special items such bespoke. They also promised to send tracking number next day. I didn't receive any tracking number and after a week i got a call from local DHL and the guy asked me where i live because Viola milano had shipped my tie without my full address.

Long story short. Wonderful tie and great product but for the price i paid i definitely expect more for the service.
They have great ties and if they shipped the items why don't they just give the tracking info?
 

joorinainen

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They have great ties and if they shipped the items why don't they just give the tracking info?
I really don't know. Maybe the same reason that they didn't include my whole address in the shipping information and the DHL guy couldn't deliver it before calling me and asking.
 

bcbg

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I'm now waiting on a Viola Milano order that has yet to arrive nearly two months after I placed the order. Each time I write to enquire, I receive a note that they will be in touch the following day with more information, and then there is radio silence. That has happened three times now. In one instance, they claimed it had already shipped, and that they would follow up with a tracking number the following day. That was two weeks ago, and I am still waiting for any update. This company seems utterly unreliable, if not completely broken. The products are good, even beautiful, but what is the point if they don't arrive? I've had much better success with David Hober, whose product is at least as well made and who is in constant contact about shipping dates, tracking numbers, and anything else that requires communication. I bring him up as I ordered a tie from him nearly six weeks after placing my Viola Milano order, and I now have the Hober tie, but not the other.
 
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bcbg

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Nothing in response to repeated requests after the following messages...

On 7/19/21, "Viola Milano info" <[email protected]> wrote:

Dear xx

Hope all is well.

We check now and get back soon.

Thank you

Viola Milano


On 7/19/21
Hello -- Might you send me the tracking number for this shipment? It has yet to arrive. With thanks.

On 7/5/21, 2:57 PM, "Viola Milano info" <[email protected]> wrote:

Dear xx,

How are you?

We have shipped - will send tracking id tomorrow.

Thank you

Tom

Viola Milano
 

dragon8

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I'm now waiting on a Viola Milano order that has yet to arrive nearly two months after I placed the order. Each time I write to enquire, I receive a note that they will be in touch the following day with more information, and then there is radio silence. That has happened three times now. In one instance, they claimed it had already shipped, and that they would follow up with a tracking number the following day. That was two weeks ago, and I am still waiting for any update. This company seems utterly unreliable, if not completely broken. The products are good, even beautiful, but what is the point if they don't arrive? I've had much better success with David Hober, whose product is at least as well made and who is in constant contact about shipping dates, tracking numbers, and anything else that requires communication. I bring him up as I ordered a tie from him nearly six weeks after placing my Viola Milano order, and I now have the Hober tie, but not the other.
Did you call the credit card company or Paypal?
 

bcbg

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The vendor has generously reached out, apologized sincerely, and is making me whole. I'd like to delete the previous posts. Might anyone suggest how this can be done?
 
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dragon8

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The vendor has generously reached out, apologized sincerely, and is making me whole. I'd like to delete the previous posts. Might anyone suggest how this can be done?
Yes, the vendor reached out to me as well and our issues should be resolved. Good all the way around. Ties should ship next week.
 

joorinainen

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The vendor has generously reached out, apologized sincerely, and is making me whole. I'd like to delete the previous posts. Might anyone suggest how this can be done?
Why would you want to delete your post if it was true? They clearly have a problem with deliveries and customer service. They product is top notch and i really like the design and built quality.
 

GucciBoy1

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I agree. Why delete your posts if that is indeed what happen? Kudos for the company for correcting your issue. But the need to delete your original posts seem shady
 

Lights and Shade

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Hi there,

Thought about sharing my inputs here.

I had seen this post but decided to give it a chance.

I’ve recently ordered a tie from Viola Milano and the experiences reported here definitely relate to my current situation.

Ordered more than a week ago basing on the feedback I was given in VM’s Instagram page that it should take 2 days to arrive in the UK.. It’s been more than a week and not even a tracking ID. I’m travelling for a considerable period by this Saturday..

The replies I’m getting from customer service are pretty much the same you got. So service definitely doesn’t match the premium you pay. Would even risk to call it appalling.

With such an item service needs to be up to match… and you cannot definitely leave a customer in the dark..It’s all about managing expectations and these guys are managing to do exactly the opposite and create anxiety to the customer.

Either they have the worst (potentially outsourced) customer service or this is a tactic and they’re actually building to order so that they don’t hold $ stuck in stock.
 

monkey66

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The vendor has generously reached out, apologized sincerely, and is making me whole. I'd like to delete the previous posts. Might anyone suggest how this can be done?
Please do not delete your post. As long as it is honest it should stand and is useful information.

Perhaps wait until you have received your ties and then update on the overall experience. Making you whole (after multiple issues) is only part of the story.
 

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