Designer Exchange

Reviews

• SL

  sSJJ L

  1 day ago
  1.0
  Worst experience ever – avoid this company I have never experienced such an irresponsible, disorganised and stressful service from a company. I sent a high-value Chanel item to this company after receiving a quotation. According to DHL tracking, my parcel had already been delivered two weeks earlier, yet I received absolutely no update from the company. I contacted customer service by email, and it took three days just to receive a response. Their response? Simply: “Please wait.” I contacted them repeatedly, and different customer service agents kept giving me the exact same meaningless answer. Nobody seemed to know where my Chanel item was. I even contacted the store directly, and again, all I was told was, “Please wait. We don’t know.” How can a company handling an expensive luxury item have absolutely no idea where the customer’s property is? For more than two weeks, I was left extremely anxious and distressed, constantly wondering whether my item had been received, misplaced or lost. Eventually, after more than two weeks of waiting and chasing them for answers, I received an email telling me that my Chanel item had been lost. I was absolutely furious and devastated. What makes this even worse is that throughout this entire ordeal, there was no sincere apology, no proper explanation and no sense of responsibility. Instead, it felt like they were simply trying to avoid responsibility and make me wait indefinitely. I asked whether they could offer at least some compensation for the enormous stress, inconvenience and time this situation had caused me. They then essentially stopped responding and ignored my request. The entire process was an absolute disaster from beginning to end — poor communication, no internal tracking, no accountability, no proper investigation and no meaningful customer support. I was so stressed and anxious for 2–3 weeks that it even affected my physical wellbeing. All of this could have been avoided if the company had simply communicated honestly and responsibly from the beginning. I was also shocked by my experience with Trustpilot. After I posted a review describing my genuine experience, the company appeared to report it almost immediately, preventing it from being posted. That made me question how negative customer experiences are being handled. This is by far the worst quotation/selling service I have ever experienced. If you are considering sending them a valuable designer or luxury item, please think very carefully before doing so. I personally would never use this company again and would strongly advise others to avoid it. And please do not assume that all of the glowing 5-star reviews tell the whole story. My experience was the complete opposite. Absolutely unacceptable. Poor customer service, disastrous internal processes, zero accountability. Avoid.
• EW

  Ernest Ting Yu Wu

  Aug 13, 2026
  1.0
  Terrible service. I sold them two bags, took over two months to get them authenticated. I took the trade in value of those bags and used it towards a bag they were selling, which I had bought previously and they agreed to refund me the difference. It has been over a month now since this was finalized and I still don’t have not refunded yet. I would avoid this place as much as possible unless if you’re prepared to loose your money.
• KL

  Katy Lu

  Aug 1, 2026
  5.0
  I would like to commend my client advisor, Martin, for the excellent service he provided during my shopping experience. He was friendly, helpful, cheerful, and made me feel genuinely welcome. His positive attitude and willingness to assist made my visit enjoyable. Because of his outstanding customer service, I was happy to stay longer and continue shopping. Thank you, Martin, for making the experience so pleasant!!
• MM

  Mandi

  Jul 31, 2026
  5.0
  Mia is the best! Super helpful, patient, and all around a great customer service representative. She knows a lot about designers too- what’s trendy vs what’s more vintage, etc. Love this spot, and definitely recommend working with Mia if you get the chance!
• CB

  C B

  Jul 31, 2026
  5.0
  I have been to the store several times, mostly as a buyer but also as a seller. The experience has been great every time - surprising finds and a very good service. Special thanks to Mia, who has assisted me brilliantly more than once.

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