THE FIFTH COLLECTION Reviews

Name: THE FIFTH COLLECTION
Address: 1, Syed Alwi Road, 06-03 Song Lin Building, Singapore, Singapore
Rating: 4.76

4.8 Rating 818 Reviews

95 %

of reviewers recommend THE FIFTH COLLECTION

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wecare@thefifthcollection.com

Location:

1, Syed Alwi Road,
06-03 Song Lin Building,
Singapore
Singapore
207628

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THE FIFTH COLLECTION 5 star review on 27th October 2022

Naomi

THE FIFTH COLLECTION 5 star review on 15th October 2020

Carissa

THE FIFTH COLLECTION 5 star review on 27th June 2020

Kimberly

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Sent my Versace sandals with original Dustbags to them to sell. But they return it to me without any Dustbags. Horrible company. And no reply’s from them about it after asking them numerous times”

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Posted 9 months ago

We sincerely regret this missing dustbag issue, it's not reflective of our usual standard of service. However, it's incorrect that you received "no reply" from us before writing this review: our customer service acknowledged the issue, let you know that we were prioritizing it and assured you that we would work to address it effectively. After years of reliable selling and timely payments that you described in an earlier review as "quite good customer service", we are surprised that our first good faith mistake that we were working to resolve positively earned us such a negative review..

Posted 9 months ago

“I am having alot of issues returning my order and I am not receiving assistance.”

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Posted 11 months ago

Dear Dominic, we appreciate you for taking the time to provide us with your feedback. As previously mentioned, our return policy offers customers a 7-day period from the time of delivery to initiate a return request. We take care of the shipping costs by providing prepaid DHL return labels that allow you to arrange a pickup with DHL without any additional effort. Unfortunately, we have not received any communication from you in the two weeks since then, and the label provided was not used.

Posted 11 months ago

“I understand they are prelived but the items broke after a single use”

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Posted 1 year ago

Hi Janice, we're sorry to hear that you had an issue with you latest purchase! Why you didn't reach out to our customer service on this? Also a bit confused that you have been our customer for a few years and bought from us happily many times, yet this is your first review? 😿

Posted 1 year ago

“Bad customer service”

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Posted 1 year ago

Thank you so much for your review Tracia! We truly appreciate you taking the time to share your experience with THE FIFTH COLLECTION. However, we are quite perplexed by the review. We wanted to also share that we have emailed you prior to delivering upon confirmation of the free delivery option you've selected. There was nobody at home and you did not answer the calls made by the courier as well as our fulfilment team. We then took back the delivery for safekeeping, and proceeded to arrange for a reschedule of your delivery, for a fee as stated in the buyers terms & conditions, with your acknowledgement and approval. Do let us know how else we could have done better in this situation? Thank you!

Posted 1 year ago

“honestly it was whack they need to keep track of their stock and when things end up being THE FIFTH COLLECTIONS fault they need to own up and remedy the situation with the customer, not a simple "sorry"”

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Posted 1 year ago

Hi there, thank you for taking the time to leave us a review. In response, we admit that we make mistakes sometimes… In this case, a pair of sunglasses that was returned to the seller was still showing on the site. What we did, however, was to take full responsibility, apologise and refunded your order immediately and in full. We also fixed the issue in our backend so it doesn’t happen again. You then asked for a discount for your next order, which we're sorry that we were unable to accommodate you on that. In any case, Merry Christmas and have a wonderful New Year ahead!

Posted 1 year ago

“I still haven’t gotten my order. I’m being asked to pay additional, which is close to half of what I paid for the items. I asked for help but was told I have to comply with this. Now I just want to return the items.”

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Posted 1 year ago

Dear Tharah, we're sorry to know that you are unhappy with the service we have provided thus far. To clarify, you are being asked to pay additional tax by your country's customs department, and NOT by us. The amount paid to us has never changed and it is transparent. As stated, we have no control over what the Philippine government deemed as chargeable via tax collection. This is paid to the Philippine Government, and NOT to us. DHL, which is the shipping company we engaged, in which we pay for the delivery (i.e. free shipping), is merely the messenger to inform you of the Philippine government's tax charges. The invoice you receive upon purchasing also informs you that tax is not included in the price paid to us, as it is charged by the recipient's country (in your case, The Philippines). As stated in our email conversation, we are happy to provide any information the Philippine government requires so as to assist. Once again, sorry that this purchase has not been a pleasant experience due to the tax collection from Philippines government.

Posted 1 year ago

“Horrible seller. Sold high priced bag. Prior to puchasing bag checked shipping methodology clearly listed on site as DHL and Fedex, see photo. After purchase no communication for weeks, then when queried and requested a tracking number, seller requested all sorts of violating personal information -- passport, social security number etc none of which Fedex or DHL require as they handle internally. Made all sorts of excuses why they had not shipped the bag, did not honor terms advertised on website, when confronted about why this had not been shipped via DHL disappeared and ghosted buyer. Called number on site and it rang and rang, no answer. Very strange customer service, and complete lack of care or conscience about what they advertised then failed to deliver. I was left wondering if they were trying to avoid tracking sales for tax or there was some other reason, but given they advertised DHL and Fedex on their site none of their actions made sense to an outside third party. Opinion is do not waste your time, something is off with this Company. See Trust Pilot reviews as well, wish I had looked at them prior to taking time and effort to give my business to this Company.”

Helpful Report

Posted 1 year ago

As much as we always regret any negative experience with our service and welcome honest reviews even when they are not favourable, almost everything in your review is demonstrably false and intended maliciously. Here are the facts: “Sold high-priced bag” Possibly the only true statement in your review, you purchased an extremely high-value branded item on our site, a rare USD 25,000 Chanel bag. As a first-time customer with no purchase history attempting to buy such a valuable item at a time when online fraud has increased dramatically, we take maximum precautions to make sure the buyer is legitimate. We use sophisticated fraud-detection software on our site and your payment received the highest possible risk score, indicating objective concerns with your purchase behaviour on-site, payment information and/or purchase history with the payment platforms. “After purchase no communication for weeks” You ordered on July 31, 2022 at 3:06 AM Singapore time (a Sunday). We immediately sent you an order confirmation email and followed up with a personal email from one of our managers on Tue Aug 2, 2022 at 7:21 AM Singapore time. This would have been Mon Aug 1 in California, where you are based, and was received by you on the first working day after your order was placed. You replied to that email, so there is no question that you received it. The total time from the original order date until we cancelled your order and refunded you in full was only 12 days in total with multiple emails back and forth (more on that below), so the claim that there was “no communication for weeks” is completely false. “checked shipping methodology clearly listed on site as DHL and Fedex” Although DHL is our partner on nearly all of our international shipments, for extremely high value items, we work with one of the region’s leading high-value shippers, Malca-Amit. Malca-Amit specializes in diamonds, jewellery, precious metals and art and they are used by many, if not all, of the global luxury goods brands in the region. We use Malca-Amit because it is one of the few services that hand deliver door-to-door and verify the receiver’s ID before delivery. Verifying the customer’s identity is for your protection if you are a legitimate buyer, but it’s also an important part of preventing cross-border fraud and protecting ourselves, which as we explained above, was a significant concern in your case. Malca-Amit is fully trackable and costs us substantially more, but it is free to you as we bear the cost entirely. Despite the many spurious arguments you made, there is really no reason to object to using Malca-Amit unless you do not want your identity verified at delivery. “then when queried and requested a tracking number, seller requested all sorts of violating personal information” You did not query us, we proactively requested the information in the first email from our manager. In particular, we asked you to fill out a short customs form for Malca-Amit authorizing them to handle the US customs procedures for your purchase. This form requires your Tax Identification Number (a US customs requirement on high-value items) which for US individuals is your social security number. When you objected, we told you that you could send this information directly to Malca-Amit if you preferred, but that we could not proceed without it since it is a US customs requirement. “when confronted about why this had not been shipped via DHL disappeared and ghosted buyer.” This is also not true. We sent you emails on Aug 2, Aug 4, Aug 7, Aug 9, Aug 10 and Aug 11. On Aug 9 we emailed to suggest a phone call to discuss and try to clear up any confusion about our requests and the shipper; despite read confirmation of our email, you did not reply. We tried to call you later anyway, calling the number you provided 4 times on Aug 9 California time between 5pm and 6pm your time, but no answer. We emailed right after (also no answer) and again on Aug 11 to follow up, and ultimately we cancelled your order and refunded you in full on Aug 12. The claim that we “disappeared and ghosted buyer” is completely false. “Called number on site and it rang and rang, no answer.” You called our office at 2AM Singapore time and seem surprised there was no answer. This is particularly strange since the person you claim to be did (in your words) “considerable business in Asia including Singapore” and once ran a business in the region, so you would likely be more aware of the time difference. This gave us further reason to doubt. “Very strange customer service, and complete lack of care” Readers of this review will have to make up their own minds based on the more than 700 positive verified reviews that we automatically invite every single customer of ours to submit (including you). We can confidently say we were nothing but courteous and polite in our exchanges with you, and that we went out of our way to communicate and explain everything and answer any questions. But the fact that you immediately reacted so negatively to a service verifying your ID at delivery, that your email responses had false claims in them and were often irrational, and that we were not able to reach you by phone all compounded our original concerns and led us to cancel your order on suspicion of fraud. This false and intentionally malicious review coming after you had already been refunded in full serves to confirm that we were right.

Posted 1 year ago

“Item I purchased was not described accurately and had stains and flaws. It was final sale and customer service has not responded to my concerns.”

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Posted 2 years ago

Hi there, we do apologize for the slower response time during our busy sales period, although we did acknowledge your original email within 3 hours of receiving it. We then offered you a full refund on your purchase; our policy is your complete satisfaction on your money cheerfully refunded.

Posted 2 years ago

“Very very BAD experience with you! BAD customer service! I'm very disappointed. I've lost my money because of you - for nothing! I do NOT recommend ordering from you!”

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Posted 2 years ago

Hi Ella! Thanks for taking the time to leave a review. We're sorry your experience has not been the most favourable, and it did not go in your favour. Just to recap, you made a purchase on our site of a pair of sunglasses. We shipped it for free to Israel. When your order arrived in Israel, and you were contacted by DHL to pay the tax charged by Israeli customs, you decided you didn’t want to pay the taxes and duties. We sent you an email about it to which we didn’t receive an answer and thereafter, and in accordance to our buyers terms and conditions available on the site, we refunded you the amount of your purchase minus the cost of shipping back to us from Israel because you refused to pay the taxes and duties imposed by your country.

Posted 2 years ago

“I am a first-time buyer and am extremely disappointed with the customer service I recently received. Communication and follow-up was slow. I will taking my business to other resellers in the future.”

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Posted 2 years ago

Thank you for taking the time to review us, even if we are never happy to read that a customer is disappointed. Our understanding is that you purchased a pair of shoes from us on sale at 20% off and then asked to return your purchase, but our explicit policy is that sale items are not refundable or exchangeable. We also highlight our policy in large red all cap letters on every product page and also on the checkout page right above the button to confirm your order so it can't be missed. As the return request was through no fault of ours, we could also not justify making an exception since it would not be fair to our sellers who have agreed to further reduce their already unbeatable prices in exchange for a guaranteed sale (not to mention unfair to other buying customers). As a compromise, we offered to relist your item on the site to recover part if not all of your purchase cost, but you declined. We're sorry you feel disappointed but we stand by our handling of your request, even if we understand that it's not the outcome you may have been hoping for.

Posted 2 years ago

“Y’all should be flexible with prices, greedy ass”

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Posted 2 years ago

Hi Sylvie, we are very surprised by your review! You asked for a 10% discount and our team answered you right away and explained that we don’t do discounts for anyone (even ourselves!) as a matter of policy and we referred you to our published FAQ on the matter: https://help.thefifthcollection.com/en/articles/80361-do-you-offer-discounts If you thought the price was too high, or didn’t appreciate the policy, why did you purchase anyway? Or why not wait and try your luck during our next sales event, as our team also suggested? And since when is a politely declined request for a discount worth 1-star? lol What’s more, every order comes with free international express shipping, so we shipped your order to you in Australia by DHL Express in 3 days from your purchase – for free! Not too shabby. Oh, and don’t forget our 7-day free return and refund guarantee (which includes free return shipping) that you didn’t avail yourself of, so you were presumably satisfied with your purchase. A bit baffled. Well, anyway, enjoy your sunglasses!

Posted 2 years ago

THE FIFTH COLLECTION is rated 4.8 based on 818 reviews