Prada review: deny mistake and accuse customer for lying ( 1 comment)

I spoke with the sales associate named Anastasia on the phone and inquired about a cosmetic pouch I wanted to order. This style is available online with the product code 1N0021_AIG. It is a cosmetic pouch with gold zipper and priced at $210. There are also many other cosmetic pouches available online; some of them look almost the same, except they don’t have the gold zipper that I wanted in particular. When I spoke with Anastasia, I told her that I was interested in the cosmetic pouch (item code 1N0021_AIG and priced at $210). Because I was aware of the similar styles without the gold zipper, I made sure that I told her the item code I gave her was for the style with the gold zipper. I also mentioned to her that there are many different colors (red, pink, green, grey etc.) available online. She checked her system in the store and she told me that she only had it in black. I thought it was perfect because I wanted it in black but it was not available online. Therefore, I placed the order with her. I filled out the telephone order form and scanned and e-mailed to her right away. For 6 days, I didn’t hear from her. She never contacted me to confirm if the order was received or shipped. Nevertheless, I received the order today. But, it was the wrong item. She sent me the one without the gold zipper. It was the same price and same shape as the one I ordered, but this one doesn’t have the gold zipper. I called Anastasia to clarify this, but she said the item she sent me was the correct one. Now, here is the catch: Prada uses same product code for different styles, but how would I know that? All the different colors of item 1N0021_AIG have gold zipper showing online, but the 1N0021_AIG in black that’s not available online has plastic black zipper. How would I suppose to know that? If anything, Anastasia should have informed me about the confusing product coding.

Okay, so the issue was clearly caused by mis-understanding about the product code which Prada made very confusing. This would be classified as a mistake on the company’s side. Therefore, I requested for return of the product and the shipping fee as well. Why would I be responsible for the shipping if it was a company mistake? However, when I spoke with the store manager, she said it was not a company mistake because Anastasia sent me the item I specified in the order form. I explained the whole story to her, and she said that I never told Anastasia I wanted the cosmetic pouch with the gold zipper. So, she accused me for lying!

The store manger even said a black cosmetic pouch with gold zipper doesn’t exist. Now, please take a look of this item online: 1N0339_2AIG_F0002. It is a black cosmetic pouch with gold zipper, priced at $195. This is the smaller version of what I ordered. Prada employees really should make sure that they know the products of their company. It makes perfect sense that I assume the 1N0021_AIG in black comes with gold zipper, too! Of course, the store manager dismissed my claim. During our conversation, she didn’t show concerns for the customer. When she was talking over me, I raised my voice slightly so she can hear the point I was trying to make, she got very unhappy and spoke with me with bad attitude. As I said, the amount of money involved in the transaction was very small, but the issue is serious that Prada has such a bad customer service both on sales associate level and store manager level.