Raffaello Network
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Raffaello Network Reviews Summary
Raffaello Network has a rating of 2.2 stars from 203 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Raffaello Network most frequently mention customer service, credit card and order number. Raffaello Network ranks 261st among Designer Clothes sites.
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I have had a shoe size issue and their customer service responded promptly to my concern through numerous emails.
Overall experience with their service was good.
I appreciate their helps and effort from the purchase till the refund process; all in all was a total pleasant experience though there was a slight variant on the amount return... I guess is for the shipping charges and I think it is reasonable... well done and a big thank you to all the Raffaello customers service personal! Clap... clap... clap... clap... clap!:-))
I purchased a moschino t-shirt, plain brown jiffy bag, no authenticity cert', company called "velmar" on wash label.
Can you answer the phone and reply my email?! It has been several days! No reply!
Hello Lucy, we are very sorry about your frustrating experience. Unfortunately the Black Friday / Cyber Monday sale is the busiest time of the year and we take some time to answer emails, phone lines are busy, etc... But we always answer in the end. We hope you got the information you needed.
An item ordered on Cyber Monday was delivered to me in the UK on Wednesday afternoon.
Excellent service. I shall return to buy items in the future.
Ingrid D-J, Surrey, UK
The worst site ever. Its been 4 days since i placed the order and the only response that i have got is that my order has been placed and shipping will be done in 2 days. No mail further.
Never buying from here again.
I mailed them but no response yet. The live chat is very annoying. All they say is that it will get shipped and she cant do anything about it, its in process.
Help. My order no is *******.
Dear Dhruv, we are sorry for your frustrating experience. As my colleague explained to you on chat, we work with shops and need to backorder the products. The more products you order the more time we need to gather them all, especially during the confusion of the Black Friday sale. You will anyway receive an email with the tracking details as soon as we ship the order (very likely today).
Their selection is fantastic for shoes, there is transparency in their pricing, with no "surprise" costs that happen from other international sites. They promptly respond to emails, providing customer-focused service, in a professional manner. I have experienced other Italian shopping sites, for example, whereby there was a language barrier between myself and the staff. The staff here appear fully bilingual, which is important when you have concerns requiring more than basic language. I have purchased a couple great pairs of GOLDEN GOOSE, a brand that is not always easy to find, at prices that cannot be beaten---Keep doing what you're doing and I'll keep coming back and telling others about it:-)
It has the best collection of designer ties, I chose 3 narrow ties from Roda- Italy, I received them in 4 days to my doorstep. Very elegant packaging and very elite type of ties. I value this website and I higly recommend it
The sight is like shopping right in Neiman Marcus, Barneys New York, Sakes Fifth Avenue, its like being on the runway watching every shoe and clothing articles, and ordering what has sold out of most stores aim so vey please to have been searching one day for a sneaker and I found it, Rafaello Network is the best, just know your correct size and i got everything in its original box, and you will not even think about returning anything, it looks just like you went shopping at The Bon Marche in Paris France which has top of the line in everything but everything goes so quickly lost of the time i have to call and ask them to hold or send me the item i want so it will not get sold out before i get to go shopping I lOVE Raffaella Network, every thing sold is authentic,
I ordered a stone island puffer jacket and did not hear anything from this site in a week until they said that it is out of stock. They claimed they had refunded me my money but I was away and could not see if they did. I went to the bank as soon as possible and they did not refund me as they said they would. My card has also been under fraudulent activity after purchasing this jacket and lots of money has come out of my account. When contacting customer service on this issue, dawn mewis who is part of the customer care department then started to claim that I have been refunded even though I was on the phone to the bank going through my statement. Do not buy from here!
Dear Rory, we are sorry about the disappointing experience you had. Please note we never charge the credit card until or unless the order ships. What we receive from your bank when you place the order is a simple charging authorization. In your case the charging authorization has been canceled because the product was out of stock. It simply takes a few business days for you to see the amount back in your bank statement balance. We also apologize for the unavailability issue. We are intermediaries and work with a network of luxury boutiques. When you order something on our website we then have to backorder the product to one of our suppliers. It takes days for us to receive an answer from them, and sometimes a product can be sold out. We are aware that this can be limitative and frustrating but that’s the only solution we have found to offer such a wide choice of products.
My experience with Raffaello-network has been good.
Yes they sometimes sell last season product full price but most of these are from capsule collections that didn't hit the sales anyway.
I was just happy to find to find a pair of shoes that were sold out everywhere else.
When I had a query about my payment they came back to me the next day.
Their delivery is spot on as well. I placed my order in the weekend and they delivered on Tuesday.
I can't complaint.
This company provides very poor service. They sell products from last fall season (with original price) but mark it as from current season.
I sent the product back and need to pay additional 17€ shipping costs. They don't reimburse these cost! I claimed to get the money back but no successe. They just ignore it. Overall: The service doesn't meet the level of there products and products are sold (partl) for higher price than the original price.
Dear Liza, we are very sorry you had an unpleasant experience and didn't appreciate our services. We sell both products from old collections and from the current season. Please note some models (some Hogan sneakers or Gucci handbags for exemple) are classic and are re-edited at every new season. We unfortunately can’t afford to offer free returns at the moment. We are aware this is a limit and are working on a new solution for the future. And as far as the prices are concerned, some people think we offer very low prices and others think we are expensive, this is something very personal and depends on where you live and where you usually shop.
I am having severe issues with this company. I sent back a pair of shoes for refund via Royal Mail. I have proved that they were delivered and this company are point blank refusing to issue a refund, saying they have not received the goods. I have proved to them delivery date and time and have spoken with Royal Mail also. This company are absolute charlatans and I am furious at this terrible service. I have been passed from pillar to post and they have done nothing to help but passed blame across to Royal Mail when I have the evidence to support delivery. NEVER use this company.
Hello Raechel, as we found out together yesterday, the package was received and the refund performed on August the 27. The money has been on your account since the 1st of September. I am totally sorry for all the communication issues and for the totally unjustified and useless stress and hassle caused for both sides. The important thing is that we have found a solution in the end.
I'm worried if this site is even legit. They haven't responded to my email requests, and they never pick up phone calls. On top of that there live chat doesn't work. How am I supposed to check if my payment has even gone through, or when I'm gunna receive my goods when they don't respond?
What a pathetic site, its been 2 days, and I've left numerous messazges on FB and they won't respond. They won't even respond by email.
I call them, and I get the same answering machine "This is Don, please do try again later, or visit our live chat". What type of service is this? I will not be using this site again, I give them 2 more days to respond or I'm charging back via credit card company.
Dear Rome, I am sorry for this unsatifsying experience. There is only one english speaking representative for US and Canada time zone. If the attendant is already on the phone, your call can be missed. Emails are always answered within a 48 hours time frame. Your order was shipped on September the 7th with DHL. Tracking number is 9977834296.
I order Ysl sandale and they sent to me email with order number and details about my order. After 2 or 3 hour they sent to me another email with subject "Your PayPal details missing". "The details for this order have been received, but the paypal payment has not yet been received. The order is automatically rejected by the server until the payment is made.
If you choose to continue with the order please make a payment directly from your PayPal account to ours: *******@mail.com
Once it is done please inform us through email and we will re-activate your order.
You will then receive an email confirming the receipt of payment within 12-24 hours."
I was contacted my bank and they told me that reffaello network got the payment! Also i was payed with visa credit card, so why they wrote paypal!
I think something wrong with this website!
Dear Fatima, I am absolutely sorry for this situation but this is only a misunderstanding. You have to know that, while you are on the check out page, if you select Paypal payment but change your mind and don't complete the payment procedure, we still receive an order from you. It's our policy to inform the customer about this payment failure in case they should wish to complete it. In your case, everything is fine, we received another order with the credit card payment, you simply have to ignore this email and the "twin order" will be automatically canceled.
Hello,
I just wanted to say that everything was perfect, i ordered a pair of shoes (Philippe Model) on wednesday morning and i have received it on thursday afternoon.
I also called on wednesday the customer service for a question, after few calls, an employee responded to my demand very kindly.
I really recommend this website, they're efficient and nice.
Arnaud from Nice France.
I don't know anything of my product I've been waiting for 3 days and I haven't received the sending confirmation email! I've been sending to the page many messages and they do not respond! I have only received an email the day I realized transaction in which I acquire the number of the product and the costs.
I am very sorry Yael, your product probably needed to be backordered to a boutique we work with, did you receive your order in the end? May I have your order number?
Absolutely disgusting customer service. Maxine in particular was rude, condescending and also threatened to cancel my order at which point I decided I no longer required their services. The company is very slow at dispatching, Ivplaced my order on 23rd, today is 29th, when questioned about the 2-3 days dispatch I was made out to be a liar, was told I hadn't been waiting as long as I said I had been. This was on the live chat page. Never received service as bad as this, I'm surprised such big brands are allowing this company to sell their stock. The company will obviously make a comment on here straight after mine explains how wrong I am etc etc just as they have done with other customer complaints, instead of taking ownership of the situation, as usual... And so in this case if anybody wishes to gain proof of this appalling customer service I have screenshots and a transcript of my live chat with MAxine from customer service and also proof of when I made payment and when I was told dispatch would be made etc, I'll be more than happy to help. Contact me directly on *******@hotmail.co.uk
Never buying from here again!
I am sorry there were some misunderstanding between us. I just want customers to know that Aicha was not pleased with our procedures, as I have explained previously to other customers on this forum, we need to order the products to boutiques we work with, and this process requires several business days, sometimes 2-3 business days, sometimes a bit more. Once we get the products in our offices, we send them to the customer. Shipping time from Italy to the UK is 24 hours. Aicha placed her order on June the 23rd during the night, we received it on the 24th and started the purchasing process. The order processed on wednesday, thursday and friday (3 business days), we are closed during the weekend. Aicha came on chat today (monday June the 29th) complaining she had been waiting more than a week, I simply pointed out that wasn’t true and that our procedures are mentioned in the Thank You email customers receive when they place the order. I won't reply to Aicha's aggressivity and let customers read and decide. Feel free to contact me for any question and find out what an awful person I am :)
I ordered 2 Gucci handbags from this site one of them got cancelled as it went out of stock And I received the other one within 15 days of time as I stay in India. The site is 100%authentic loved the bag. It's just the customer service that is really slow they take a long time to confirm the order and reply back to your emails.
I have been waiting for my order for 8 days already. The phones are off, no replies to my emails, online chat is always offline! How can I find out about my order number *******?
Dear Alena, we are sorry for the unpleasant experience you had. Nonetheless this is what is stated in the thank you email we send to our customers: "We would like you to understand we are intermediaries between luxury boutiques in Italy and customers all over the world. Therefore, when a customer places an order online, some of the products may need to be backordered to boutiques we collaborate with. This process takes about 2-3 business days (sometimes less sometimes a bit more, it varies from shop to shop)."
We apologize you tried to call us and didn’t manage to talk with anyone. Unfortunately your call can be missed if the attendant is already on the phone with another customer. Emails are always answered, during sales it may take us up to 24 hours to answer.
Please note your order has been shipped today with DHL. We have sent you an email with the shipping details. Remember to check your spam folder because the email might have ended there. Kind regards
UPDATE>> After writing the review below, I was PROMPTLY contacted by Raffaello and they are doing everything they can to make it right. Highly pleased.
Original Review: I placed an order for a tie that I wanted for my wedding, which is NEXT WEEK. Four days later, I have yet to receive ANY information regarding my order status, or when it will be shipped.
I am VERY disappointed with the lack of customer service I have received, and would not recommend this site.
From the business
Offers Italian fashion, such as womens clothing, mens clothing, swimwear, womens shoes, mens shoes from designers like Gucci, Prada, Armani, Dolce & Gabbana, Fendi, Armani, Tod's, Versace and many more
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Hello! All the products we sell are 100% genuine. We are a legitimate Italian company and it is against Italian laws to sell replicas. I am a bit concerned about what you are telling me. Could you please send some pictures of what you received to [email protected]?