Extremely disappointing experience.
Extremely disappointing experience.
I received a backpack that, in my opinion, showed quality/workmanship issues, including loose threads. I contacted It’s Teen shortly after receiving it, provided photos, and initially asked for a replacement because I otherwise liked the backpack.
At first, customer service was very accommodating. During the process, I was told that they were booking a courier to handle the pickup. Later, however, I was informed that the issues I had reported were not considered a manufacturing defect or lack of conformity. My return was therefore treated as a standard withdrawal, meaning I would have to arrange and pay for the return shipping to Italy myself.
I understand that the company does not agree with my assessment of the backpack. However, from my perspective, the entire return process arose because I was dissatisfied with the condition and workmanship of a new backpack at this price point. Having to pay international return shipping myself after reporting and documenting those issues made the experience even more frustrating.
Customer service did spend considerable time communicating with me, and I appreciate that. My dissatisfaction is not based on receiving no assistance. It is based on the outcome of the complaint, the handling of the return, and the fact that the reported workmanship issues were ultimately not recognized as a defect.
For a backpack at this price point, I expected better quality control and a more satisfactory resolution.
Based on my experience, I would not purchase from It’s Teen again.
Reply from It's teen
Dear Client,
Thank you for sharing your experience. We would like to clarify one important aspect for transparency.
The decision not to recognize the reported workmanship issues as a manufacturing defect or lack of conformity was not made independently by It’s Teen. We submitted the case and the photos provided to the brand responsible for the product, which assessed the matter and did not recognize it as a manufacturing defect. We therefore proceeded according to the outcome of the brand’s assessment and treated the request as a standard withdrawal.
In this situation, the applicable EU rules allow the direct cost of returning the goods to be borne by the customer, provided this was clearly communicated in advance, as stated in our Return Policy.
We appreciate your acknowledgment that our customer service spent considerable time communicating with you and assisting throughout the process. We genuinely made every effort to find a solution and to communicate the brand’s assessment clearly.
We understand that you may disagree with the outcome, but we believe it is important for future customers reading this review to know that It’s Teen did not independently reject your claim as a manufacturing defect; we acted on the assessment provided by the brand responsible for the product.
It’s Teen Customer Service