rory C.
Poor customer service with seemingly…
Poor customer service with seemingly predatory return policies and untrue after the sale customer service responses having anything to do with the potential for an item that you might need to return. To be clear, do not plan on being able to return an item for a refund. Details: I purchased a pair of shoes in two different sizes [wasn't sure about the fit] and upon receipt, and tried on the smaller pair of shoes while standing on carpet. As I tried them on, they were obviously too tight ~ so I immediately packaged them back up in the same material as they arrived in to send back after the out of town wedding i was attending. When I got back from the wedding i requested a return which was immediately granted via email along with specific timeline and logistical directions for return. To be clear, the website describes a 15 day return authorization window and I met that condition by requesting authorization on day 15. The also specified that I send the shoes back in the original materials or simply a plastic envelope which I did. They specified that i ship the shoes no later than a specified date two weeks later which I also complied with. One week after they received the shoes back as a return I received notice of the rejection of the return. Of course I inquired ~ and was initially advised that "while eligible for a refund, fall outside our 15-day return window." After i pointed out that it wasn't true, that I had been granted an authorized return during the return window and promptly responded by returning the shoes. I was then advised "I’d like to clarify that while your return request may be approved, the 20% restocking fee is still applicable as per our policy guidelines.". I was also advised that I had not complied within the required time window... Here is what customer service said regarding that: "Additionally, our return policy includes a specific return window, which unfortunately has been exceeded in this case, making your request ineligible for a full return" I responded by sending PDF's that proved when I had received the return authorization, was granted a two week time-period with a specific date by which they needed to be shipped, and the shipping tracking receipt which proved that they had received the shoes back within the return window. The then further rejection notice then came with pictures demonstrating a slight crease on the top leather [which i noticed when I tried the shoes on] and "slight damage to the bottom of the shoes which suggests someone having worn the shoes, rather than someone having simply tried them on" In retrospect, I'm guessing that someone else had initially tried the shoes on an then returned them before they were sent to me resulting in the current confusion surrounding my return. My dissatisfaction is the "one following the other" series of untrue statements i received throughout the return process which demonstrated their desire to deny the return on any basis possible. So i finally gave up and advised them to put the shoes into the garbage where they obviously belong and to not contact me further for any reason. I will never do business with them again. To reiterate: if you buy from this company, do not count on being to return anything for a refund.
Response from VIOSSI - Men's Slim Fit SuitsDec 5, 2025
We appreciate you sharing the detailed feedback about your return experience, Rory. The VIOSSI Customer Support Team wants to publicly clarify the sequence of events and the final determination, as this is important for future customers to understand our policy. Timeline and Facts September 6th (a year ago): Your return request for the shoes was processed, and we promptly granted a return authorization and provided specific shipping instructions. September 27th (a year ago): After receiving the shoes back on September 19th, you were notified that the return was denied. Customer Service Responses: Our representative initially cited the 15-day window/restocking fee in error, but we quickly escalated the issue for review after you provided documentation. We requested specific photos of the shoe soles to our QA team to properly assess the return eligibility, as this is standard protocol for used items. Final Determination: On October 7th (a year ago), based on the QA team’s inspection, we confirmed the denial and provided visual evidence of signs of use, specifically noting wear on the soles and creases in the leather that went beyond simply trying the shoes on. Our return policy clearly states that items must be unused and in original condition for a refund. We were committed to processing your return according to our policy and dedicated multiple responses to investigating your dispute, including coordinating with our warehouse and quality assurance teams. While we regret that you found the policy inflexible, our returns are strictly based on the condition of the item upon its arrival back at our facility. For the benefit of others, please be aware that our suits are Slim Fit, and sizing information is available at https://viossi.com/pages/size-chart. VIOSSI Customer Support Team