H.K
Customs issue and sent me a defective item
I have ordered twice from this store. The first time was seamless, the bag shipped from their LA location and the return process was also seamless. However, the second time, the experience has been so so disappointing from it being held at the customs to a defective stitch in the inside leather. Modecraze never stated in their shipping policy that the customers need to provide their tax ID or SSN or DHL express will hold your package until you provide and send a copy of your SS card to DHL. Then DHL contacted me that the sender had not paid duty fees and it was again held up for a brief period of time. Then it finally arrived with an undone stitches at the inside corner of the my Bottega Jodie bag, which makes me doubt if the item is even authentic. To make matters worse, when I contacted Modecraze, they don’t take accountability and said you’ll have an answer by Monday because the boutique is closed on the weekends. Why do I have to wait until Monday for a resolution? I’m the customer, you deal with your boutique and offer me a solution because you’re the one who took the money from me and sold me the bag. Absolutely insane. I’m so upset. I will never shop here again and do not recommend. UPDATE : Modecraze sent a message to the boutique and they offered to do the return immediately. However I didn’t want to go through the hassle and this is the exact style of bag that I wanted so I have asked modecraze to ask for a defective item discount from the boutique. Modecraze did respond with a solution like they have promised and they were communicative. However, it has been a stressful experience and having to deal with defects at an item that’s priced at $3K is not ideal at all.
Response from ModecrazeFeb 15, 2025
Dear Heidi, Thank you for sharing your feedback with us. We apologize for any inconvenience you've experienced and appreciate your patience as we address your concerns. We understand the situation is frustrating and would like to address the points you mentioned in your review. Your order was dispatched from Italy on Monday and delivered on Friday, taking only 4 days after shipment. We handled the duties on your behalf immediately upon notification from DHL, which did not affect the delivery timeline of your shipment. Regarding the SSN requirement for DHL, this is necessary for formal clearance by US Customs for orders over $2500. DHL acts as a liaison between the customer and US Customs, confidentially handling your information. We’ve taken your feedback seriously and will update our Shipping Policy accordingly. It’s important to clarify that we operate as a marketplace and not a retail store. All our products originate from our partner boutiques in Europe, including your order which was shipped from Italy. Any product issues must initially be addressed with the boutique. While we understand the desire for immediate solutions, please note that the boutique does not operate over the weekends, necessitating a wait until Monday for further action. We responded to your inquiry immediately upon receipt. We understand waiting for a resolution can be distressing. Thank you for your understanding as we work to resolve this matter. Best regards, Modecraze Customer Care