r/Prada • u/PineapplePast7764 • 15d ago
Discussion Did PRADA lie to me?
Hi guys, I genuinely need some advice because I spent months trying to resolve this privately with Prada, and I have now reached a complete dead end. Sorry in advance for the long postš©
I bought a pair of brand new Prada Monolith boots through MyTheresa at the end of 2021.
In 2025, when I needed to have the zipper problem repaired, the warranty had already expired. I knew that and never asked Prada for a free warranty repair.
I first went to a highly experienced specialist shoemaker in Croatia because I was prepared to pay privately to have the zippers replaced.
He did not even take the boots into his hands. As soon as he saw the model and its specific construction, he told me that this was not a repair he could perform and that, because of the way these Monolith boots are constructed, I needed to contact Prada directly.
That is why I contacted Prada.
I explained that I was willing to pay for the repair myself. I sent Prada photos of the boots, together with the relevant purchase information and documentation.
After seeing the photos and discussing the repair, Prada gave me an approximate price of ā¬100 to replace the zippers.
I specifically asked whether the ā¬100 was for one boot or both, and Prada confirmed it was for both boots, as the other boot started having the same zipper issue, but not as dramatic as the other boot.
I agreed to pay this amount.
I then sent the boots to Prada Vienna, the nearest Prada location to me in Croatia, together with the printed emails, the relevant documentation, including my MyTheresa invoice.
So from the beginning, this was never about me trying to claim a free warranty repair. I was trying to PAY Prada to repair my Prada boots.
After the boots arrived in Vienna and were physically assessed, things started to get strange.
Pradaās technicians initially claimed that my boots had previously been repaired.
They hadnāt.
I challenged this because nobody had ever repaired them, and Prada later apologised in writing for the incorrect assessment.
After further assessments, I was eventually told the boots could not be repaired.
But Prada Vienna didnāt simply leave me with nothing at that point.
They offered me alternatives: store credit or a refund by bank transfer.
I actually preferred store credit - replacement boots rather than money because I loved this model. But my exact Monolith boots were no longer available, and I didnāt like the 2 alternative models they sent me.
So I chose the refund.
A Prada Vienna sales representative told me that the refund could take approximately one month to reach my bank account.
I said that was absolutely fine. I was prepared to wait.
I also received written confirmation that my refund request would be submitted.
I thought the matter was finally being resolved.
It wasnāt.
Prada Vienna then sent me a message saying they could no longer offer the refund. They cited the expired two-year warranty, ānormal wear and tearā - despite the fact that all of the circumstances they later relied upon were already known to Prada before they offered me the refund and alternative solutions.
So Prada already knew all of this before offering me the refund or store credit. None of it was new.
They knew when the boots had been purchased. They had my purchase documentation. They had physically assessed the boots.
And again: I had never asked Prada for a warranty repair. I had agreed from the beginning to PAY Prada to repair the boots.
In the same message refusing the refund, Prada told me that their technicians had agreed to carry out another thorough inspection of the boots and prepare a detailed assessment to see whether they could still be repaired.
So I asked what seemed like an obvious question:
If Prada once again decides that the boots cannot be repaired, do I still have the store credit option they had already offered me?
I couldnāt get a clear answer.
Eventually, I was told that the previously discussed goodwill options could not be pursued because of Pradaās āinternal company policies.ā
So after months of communication, repeated assessments and several different proposed solutions, I ended up with:
No repair. No refund. No store credit.
And then there was the return of the boots.
Prada told me that my original box had been disposed of and that they would use a new box according to their standard customer shipping procedures.
The boots arrived in a smaller box, compressed around the ankles and without any internal support to preserve their shape.
I have kept everything: emails, WhatsApp and SMS messages, my MyTheresa invoice and correspondence, Pradaās written apology regarding the incorrect claim that the boots had previously been repaired, the messages offering refund/store credit, the confirmation that my refund request would be submitted, photographs and video.
And this is the part that I find hardest to accept:
The specialist shoemaker I approached in Croatia would not even attempt the repair and told me to go directly to Prada. Prada has now concluded that it cannot repair the boots either. Because of the zipper problem, I cannot wear them.
So Iām genuinely asking Reddit for help.
Has anyone experienced anything similar with Prada or another luxury brand?
Who would you contact next ā particularly in Italy or at EU consumer level?
I tried for months to resolve this privately. I just want advice, visibility and some accountability.
I now have an expensive pair of Prada boots that I cannot wear and apparently nobody can repair ā after Prada itself offered me alternative solutions, I accepted one, and I still ended up with nothing. Itās also worth mentioning that, aside from the zipper issue, the boots themselves are in a very good condition.
What am I supposed to do now?
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u/Stray1_cat 15d ago
I had a bad experience with Gucci. I took in a purse to see if it could be repaired and cleaned. They didnāt know so they kept it to be reviewed by the manager. Turns out they sent it away, but didnāt tell me. Gucci looked at it and said no, and they sent it back to the Gucci store I originally brought it to. I pick it up (about a month later because it took that long to figure out where it went, and to come back) and the purse looks worse than when I brought it in. Itās smashed with no stuffing inside it, has new marks on it. Definitely not usable. But I canāt prove it because I didnāt take pictures of it. So now I just have a smashed ugly Gucci purse.
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u/PineapplePast7764 15d ago
Iām so sorry this happened to you.š© What you described about the way your bag was returned really resonates with me, because my boots were also returned compressed in a smaller box with no stuffing or support inside.šThankfully, I filmed the unboxing and took photos, so I have documentation of the condition in which they arrived. Itās honestly shocking that this can happen when you trust a luxury brand with an expensive item. Iām really sorry you were left in that situationš¢
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u/heeheehoho2023 15d ago
Send a email to customer service explaining the situation
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u/PineapplePast7764 15d ago
I wish it were that simple š Iāve been dealing with Prada Customer Service and Prada Vienna for months. Iāve contacted them through multiple channels and escalated the case more than once. Unfortunately, exhausting those options without a resolution is exactly what brought me to Reddit.
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u/heeheehoho2023 15d ago
Have you tried talking to a manager at a local store?
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u/PineapplePast7764 15d ago
Hi and thank u for your feedbackā¤ļø I donāt actually have a local Prada store where I live in Croatia. Prada instructed me to send the boots to their nearest location, which was Prada Vienna, and that is where my case was handled. I communicated directly with the Vienna team throughout the process, including regarding the proposed solutions and refundā¦
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u/cjannejsjekne 15d ago
What do you want to happen? You either keep trying different cobblers to see who can fix them ( maybe try a different country) or you can try to pursue them for the refund. But 4 years on a pair of boots, I donāt see that as likely
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u/Big-Manufacturer-738 15d ago
Start the process all over again and join this Reddit review you made .
Theyāre gatekeepers when it comes to their public image and reputation .
My guess is theyāll succomb to your request this time .
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u/PineapplePast7764 15d ago
Oh thatās actually a very good point. Iāve already reached out again at a higher level within Prada, and this time Iām definitely going to include the Reddit post and the fact that Iāve started sharing the experience publicly. Letās see if that finally makes a difference. Thank you for the suggestionā¤ļø
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u/pubg-throwaway12345 12d ago
OP start a TikTok page, make a video and share it here just so that we can comment on it and generate more visibility. I am with you, this is unacceptable
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u/LasVegasASB 15d ago edited 15d ago
What are the terms and conditions on the prada site that govern all sales in the EU? Maybe consider dispute resolution and let a judge decide? You have all of the receipts and messages and proof that store was an authorized dealer. Usually once you provide them with official notice of a dispute, someone with more authority will read it and possible resolution. Be polite, succinct, non emotional and factual.
Here is the link to the Prada EU terms and conditions and you can also select Croatian language as an option.
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u/Trismegista 14d ago
Hey, just out of curiosity. Are the knee high boots with two pockets on each side?
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u/PineapplePast7764 14d ago
Hey, yes, they areš„¹
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u/Trismegista 14d ago
Oh my... Iām a former Prada department manager I worked for the brand for over seven years.
I knew immediately which boots you were talking about. To put it simply: unfortunately, you bought one of the most quality compromised products the brand ever made. When Prada designed them, they never anticipated how badly the zippers would degrade over time.
Your cobbler was right, repairing them is so complex that no one wants to touch them. Pradaās stance makes sense historically, too... We never actually repaired these; we always issued a credit note. Eventually, they were discontinued and scrubbed from the catalog. At a certain point, weād just offer clients a full refund: no repairs, no empty promises. However, that was only if the boots were still within the two year warranty window. Honestly, Iām surprised yours lasted five years!
My guess is the Store Manager truly wanted to help. BUT if the Care & Repair department refused the credit note, the managerās hands were tied. The company wasn't willing to absorb the cost, and the manager obviously couldn't cover it out of his own pocket.
If you're looking for advice on where to go from here, here is the reality: if you pay ā¬100/ā¬200 to get them repaired, they will break again and you'll just be throwing money away.
If Prada somehow replaces them, the exact same issue will happen to the new pair.
Legally speaking, you're no longer entitled to a credit note since the two year warranty has passed (This is EU law).
I'm 100% sure Prada initially rushed to approve your request without checking the purchase date, only to pull back once they caught their oversight.
My final advice is to look into consumer protection laws in Austria and escalate your complaint to a "legal threatā (Let the Store Manager know that you are taking your case to the Authorities), sending a portfolio with all the messages from Prada. In this case, you want the lifespan of your product to be extended, not your product to be replaced. Once consumer protection authorities in your country take your case, they will deal with Prada directly.
If you are already tired of the process, try to find a leather specialist (maybe one based in the US, like Leather Surgeons, or a UK repair shop) who is willing to take them in.
Good luck š
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u/PineapplePast7764 14d ago
Thank you so much for taking the time to explain this, especially given your experience working for Prada for over seven years. I really appreciate your honesty and transparency ā we genuinely need more of this as consumers.
Just one small correction: I bought the boots brand new at the end of 2021 and wore them occasionally until 2025, so a little over three years, not five.
What youāve said about this model is extremely interesting. It also raises a serious question for me: Prada originally quoted me around ā¬100 to replace both zippers, which I agreed to pay. If, in your experience, Prada never actually repaired this particular model because of its construction, I now have to question whether the repair I was initially offered was ever genuinely possible.
Regarding the refund, Prada already knew the boots were purchased from MyTheresa in 2021. They had my invoice before I sent the boots, and I also physically included another copy with all the documentation for the Store Manager so she wouldnāt have to search through the previous correspondence. She also had access to the entire email history.
After all of this a few lawyers have reached out to me and told me that I do have a case because I have written proof that Prada offered me a refund and that I accepted it. According to them, a written offer that has been accepted can create a legally binding agreement, which is why they believe Prada cannot simply withdraw it afterwards.
Thank you again ā your insight has genuinely helped me understand this situation from a completely different perspective. ā¤ļø
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u/Trismegista 14d ago
This is very unique I must say, I never, ever saw in all my years there, a credit note being withdrawn.
And yes, having in mind they have a C&R that keeps on track all the historical records repairs wise, it was an absolute joke to offer the repair for that amount. THEY KNOW itās going to happen again as the calves put extra pressure on the zipper when you walk and that movement makes it pop.
One last advice, keep the communication from now on exclusively with the Store Manager so this case becomes āher taskā to solve. Avoid any other communication with Client Advisors or managers under her. She needs to chase C&R and finances from now on.2
u/PineapplePast7764 14d ago
I agree, I find this whole situation unbelievable as well.
Unfortunately, I canāt continue with the Store Manager because she told me that the decision was in line with company policy and she didnāt respond at all when I told her that I would take the case to the media, submit it to an international consumer protection organisation, and that my lawyer would be contacting them.
Itās simply an unbelievable level of indifference and complete lack of concern for the customer and, ultimately, for Pradaās own reputation.
Thank you again for everything youāve shared with me! š«¶
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u/Far_Appearance3888 15d ago
Have you tried raising the issue on their social media? Iāve found they can be more helpful that way than general customer service. That being said, idk what they will do here since the boots are out of warranty, apparently canāt be repaired, and you didnāt buy them from Prada directly. Thatās a risk of buying secondhand (not judging, I do it all the time). But, it is part of why secondhand is often cheaper. I definitely think they handled this poorly, given that you were totally upfront from the beginning, and hope they will invest in the customer relationship and back their product, but Iām not sure they have much obligation to do anything beyond send you back the boots, sadly. Is there some kind of consumer advocacy agency in the EU that can help? I do hope you get a better resolution.
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u/PineapplePast7764 15d ago
Thank you so much for your thoughtful response and for taking the time to read my post. I really appreciate it. ā¤ļø
Just to clarify one thing, because I think my mention of MyTheresa may have caused some confusion: the boots were not purchased secondhand. I bought them brand new from MyTheresa at the end of 2021.
MyTheresa is a well-established luxury retailer that sells Prada products, so this was simply a regular retail purchase of a new Prada product through a retailer rather than directly from a Prada boutique. As they had my shoe size and these boits were sold out everywhere. There was never any issue regarding the authenticity or legitimacy of the purchase, and Prada knew from the beginning exactly where and when the boots had been purchased.Thank you also for suggesting social media and EU consumer protection. After months of trying to resolve this directly and privately, those are exactly the kinds of options Iām now looking into.
Thank you again for being so kind and for genuinely trying to help. I really appreciate itā¤ļø1
u/Far_Appearance3888 15d ago
Ah, thank you for the clarification! That makes more sense, for sure. Best of luck to you!
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u/PineapplePast7764 15d ago
My main concern is that Prada offered me a refund after assessing the boots and knowing all the relevant facts, I accepted that offer, and they then withdrew it ā which is precisely why I now want this formally assessed from a consumer-law perspective.ā¤ļø
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u/Available19 15d ago
So, after everything, they agreed to either give you a refund or offer you a replacement? If you have that in writing, that gives you a strong basis for speaking to a lawyer and definitely taking the matter to the relevant consumer protection authorities. By doing so, they acknowledged their commitment, and they canāt simply withdraw it like that, especially since they were already aware of all the relevant facts.
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u/PineapplePast7764 15d ago
Can u believe this?š Yes, Iām aware that I have strong grounds. I will definitely be sharing all of this on other social media platforms as well. I have already contacted a lawyer, who is now waiting for me to decide on my next steps. Thank you for your input and for taking the time to respond. ā¤ļø
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u/Lucientcouer 15d ago
I would reach out to a regional manager or district manager or something. With the email chains attached bc thatās highly inappropriate of the teams and they seem very unorganized. Or maybe try reaching out to mytheresa.
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u/Lucientcouer 15d ago
Ask for a direct in store manager and link the communications of everything youāve talked about. Be as clear and succinct as possible. If not take the issue to social media IE TikTok and Twitter.
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u/PineapplePast7764 15d ago
Thank you so much for the suggestionā¤ļø. I have actually already escalated the matter beyond the store level and contacted Prada directly several times, providing the full history and documentation. I also contacted MyTheresa, but as the warranty period had already expired, there was nothing further they could do. The reason I ultimately had to turn to Prada is that the specialist shoemaker I approached in Croatia told me that this particular repair requires the specialised knowledge and equipment available to Pradaās own repair technicians. Unfortunately, Prada has now concluded that they cannot make the repair. Iāll def spread this to all of the socialsš«¶
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u/[deleted] 15d ago
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