Prada review: Refund issue at Prada Broadway Epicenter, 575 Broadway, New York NY 10012

I purchased item($795.00)from the online Prada store on Jan 3, 2023 at 10:30 A.M. The order number is # ERP_USPR14294198_0A

I received item but size was not right. Due to the Prada exchange policy and the client services' request, I returned the item on January 11 at 3:47 P.M. to Prada Broadway Epicenter, 575 Broadway, New York NY 10012 (Return authorization for order USPR14294198) Also, I purchased a new item(smaller size, same price) recommended by one of sales staff. They said I should wait for refund by online store. Later, I followed up with Prada Client Services about the return process, but they never received items.

I found out that my return process failed due to the item had been missed and lost at the boutique store where I returned by one of the staff.

When I contact to the The Prada Broadway Epicenter, store manager told me that she will get back to me and encourage me to dispute the charge. However they ignored this issue for 5 months.

I end up disputing the refund amount of $795.00 and the (citi) bank investigated this issue for the past few months. As a result, the case has been declined because Prada disagreed and Johnathan Torres, the Operation Manager did false defense that "unable to pull up any video evidence of the client dropping off this return" which is not true. The truth is the item was lost at the boutique store since I returned it.

The dispute case is officially closed by June 24,2023 and the back charge $795 was taken from my bank account July 5. 2023.

I visited the store on July 6th, 6:50 P.M. provided all prove documents about this issues and request to pull up video evidence then the Department Manager Jonny and Christie admitted their fault and apologized for causing this issue with the lost return item at the store. Since then, I got an phone calls/text and confirmation email that the refund will be processed in 5-7 business days from Michelle Tobiason, Assistant Store Director and Alan McCune, store director on July 11.

However, they are keep delaying the resolution and asking me to just wait. I’ve been patience for 7months already to get refund or resolution. This is not fair and wrong almost scam level. I am very disappointed to Prada brand and customer services.