Extremely disappointing experience with Prada online customer service and product care.
I sent in a jacket for minor restoration, and it came back several sizes smaller, with bent zippers, damaged pockets, and torn fabric. A similar issue happened earlier with a Prada bag - returned with a completely different zipper pull than the original.
(The bag was purchased in Milan, while the jacket was ordered online. I've also shopped at Prada stores in Munich and Paris, where I've received proper service)
Throughout the jacket process, I spoke with multiple representatives, none of whom could help. Everyone just redirected me to the same email address, which rarely replies - and when it does, it's anonymous. Not once did I receive an apology.
I have never received such poor and indifferent service from any brand - not even from companies whose products cost a fraction of Prada's. It feels like no one takes responsibility, and customer care is simply not a priority.
I did receive a full refund, but resolving the jacket issue took nearly a year through the Italian consumer dispute office. Communication proved to be nearly impossible. read more