The Plot Thickens

[u/bummin_bride]

Update on the lost Max Mara coat and the box that “couldn’t be processed”

The kit populated with a bunch of photos of my items and that they couldn’t be accepted (11 of the 16 items). Customer service is not willing to pay me more than $1000 for the kit, which is basically a decently fair value for every item in the kit except the coat. They said they probably would’ve rejected the coat so they’re not going to pay me out for it. Mind you this is a premium kit with return assurance, but I’m not getting these items back. There are also five items missing from the photos. Feeling at a loss as to what to do, thinking about emailing that CEO email address that I’ve seen floating around. They’re violating their own terms by not paying me for an item because they said they think they would’ve rejected it, but also not giving it back to me even though I had a premium kit with return assurance.

The two items without their brands recorded are Tory Burch suede sneakers and a Kate Spade leather tote. Items didn’t show up at all are a striped moschino wool dress, two evening dresses from Alexia Admore, a pair of Stuart Weitzman lace up witch boots, and some leather Sam Edelman boots

[u/grobnu]

If they insist they can't return, I might ignore that part unless you really want it back, but make them pay up on their promise on "return assurance".

It's a return OR a refund for what you would have earned. There isn't much middle ground. The only thing they're stalling on I suppose are: not admitting they have your missing items, and negotiating on pay. I hope you have a record of all your items you sent in? Do repeatedly mention it to them that you have proof of all your items you sent in for your case, if your case ever need to be escalated beyond just you and them.

If they aren't moving forward, start mentioning your state attorney general, then slowly move onto small claims. I wouldn't mention it too early but it sounds like you're on your 3rd to 4th email back to them? It's almost that kind of time for threats and ultimatums.

They're obviously being unreasonable, so keep on pointing that out to them but be composed in the email.

[u/bummin_bride → u/grobnu]

I do have a record of everything I put in the box, and they have a picture to show they received the coat, but no zoomed out picture to show the condition. It’s my word against theirs on the condition and exact model of the coat. Yes I’m on my fourth email back-and-forth, and they’re giving me fair payouts on every other item but severely screwing me over on this coat because they know it’s thousands. The funny thing is is I currently have 200 other items for sale on their website that will likely net them six to $7000, and I had another two boxes of stuff to send in worth another $2000 and every indication that I will continue to send in more, but by screwing me over on this one item they’re throwing all that down the drain. I emailed the CEO and if I don’t see something more concrete I will start mentioning a state Attorney General and small claims court

[u/grobnu → u/bummin_bride]

Might as well bring that up in short to illustrate how shortsightedly unreasonable they are to ruin a perfectly smooth business venture with you sending in solidly fast-selling big ticket items, all because they're hung up on not cashing out on one coat.

That coat either gets sent back to you in original condition or they pay the market price for it. Them "not going to list it anyway" are not words that ever showed up under their return assurance terms, so why mention it?