On Aug 1, 2015, I had placed an order on this luxury brand website https://theexuberant.com for a black Lady Dior handbag that was available at a heavily discounted price.
The company also has a facebook page where they keep updating on new product arrivals, special discounts etc. Within few hours of placing the COD order I got a call from their customer care to confirm my order.
The exec clearly mentioned to me that all products sold through their website are 100% original and are shipped in from the USA.
She also mentioned that all their products are delivered in the original company's packaging along with the company's guarantee card to authenticate the fact that the product I receive is 100% original.
My parcel arrived on Aug 6, 2015, via Javaas and after making payment and then opening the parcel I immediately realized that I have been cheated. The handbag they sent me was an out and out fake one. It was light pink in colour with dirty finger prints on the material with tacky stitching. It had cheap silver coloured hardware fittings and a fake company tag inside the handbag with a fake " Christian Dior Made in Italy " logo printed on the tag.
All in all, the handbag looked exactly like one of those cheap replicas of branded handbags that you see on footpath shops in Delhi. The paper bag and crumpled dustbag with "Dior" printed on them, that came with the pink handbag were further proof that the whole thing was a fake. There was no guarantee card with the product. I immediately tried calling on all the customer care nos. provided on the website and after A LOT of attempts, got through on their 1800 no.
The customer care exec who handled my call explained that it was simply a case of " wrong shipment" and that they will replace the product. I told him that I dont want any replacement, I just want a full refund. He flat out refused to refund me saying that it was against company policy. He also asked me to send photos of the handbag on their whatsapp no. I did so and the only response I got was "Ok mam". I'm still waiting to see what happens next.
I am sharing this experience so that hopefully others wont fall into the same trap. I guess it was rather naive of me not to do some research on the website and find out more about its authenticity rather than blindly trusting them with my money. Now I see that there are many buyers who have had very similar bad experience with theexuberant.com and have even posted their complaints in consumers court forums.
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