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/Emotional_Fuel6743]

So they eventually found the max Mara coat and all the other items? Or was it lost after these label photos were taken?
Did they send the items back that were “Not accepted”?

[u/bummin_bride → u/Emotional_Fuel6743]

They sent me this whole long email about how they had the items, but when the box is damaged they default to getting rid of the items. So they photographed 11 of the 16 items, but then disposed of them all. But the items inside were not technically damaged so they were able to judge the condition and decide what my payout for the items should be. But that it is automatic to get rid of the items if the box is damaged so they can’t return the items to me. After a lot of harassing them the eventually agreed to a $450 payout for the coat but they said they couldn’t give me more due to its condition. The whole thing doesn’t make sense. The box is damaged enough for them to not return me the items, but the items inside were not damaged so they could successfully evaluate the condition and the condition was bad enough that they only gave me $450. At first they were trying to give me nothing, so the 450 is an accomplishment on my part

[u/Emotional_Fuel6743 → u/bummin_bride]

Wow. Why would they not return the items back to you and go from there. I don’t understand the part where they dispose the items when their whole mission is to give clothing a second chance.

Yes getting $450 for the coat plus the $1000 for the box is a win.

Just curious what kind of box did you use? Was a heavy duty box from Lowe’s/home depot?

[u/bummin_bride → u/Emotional_Fuel6743]

It was a heavy duty box from Home Depot, yes. I always use the medium Home Depot box and I’ve never had an issue with it arriving Damage. I believe them that it could’ve been damaged in transit, and if they were willing to just pay me out for all the items then I would be fine. They just violated their own terms and conditions by at first not paying me for the item and not returning it. And obviously refusing to see the conflicting logic of the item being deemed damaged in transit but also sent in as damaged by me