Poshmark claims to protect against counterfeits as stated on their website: "You are protected every time you make a purchase on Poshmark. We will give you a full refund if your item never ships or does not match the listing description. Otherwise, all sales are final. The policies and systems we have in place to protect you are called Posh Protect."
I purchased what I thought was an authentic Coach Bag on Poshmark, and when I received it a few days later, I immediately knew it was counterfeit, but felt assured I would be refunded given the 'Posh Protect' guarantee that if the item you receive is inauthentic, they will provide a full refund and a shipping label to send the item back to the seller. I immediately reached out to Poshmark via the app with a description and photos of the counterfeit bag taken next to an authentic Coach bag of the exact same style and color to show the glaring differences. Not only were there many obvious details pointing to it being a fake (different lining material/color, not real leather, completely different sizes of hardware, loose/clumsy stitching, different size logo, no receipt or sales tag as was described in the listing, fake care brochure printed on printer paper with different fonts), the bag was very poorly packaged and shipped in an envelope far too small for it, folded up and warped, so it is now permanently damaged (rips in the fake leather) from being bent and will not even stand up on its own. When someone ships a supposedly authentic designer item that way, it's basically like them saying, "Hey, I just scammed you! haha"
Poshmark replied to my complaint a few days later asking for more photos, which I then sent, of both the fake and authentic bags. I also offered to ship them both of the bags so they could inspect them next to each other, as it is difficult to see the details in low resolution photos. It is better if you can see both in person and feel the cheap materials compared to the authentic bag which is sturdier, with higher quality materials/stitching, and the care brochure is much heavier paper stock.
Two days after receiving the 2nd round of photos, Poshmark emailed back a standardized rejection email to say that this purchase does not qualify for a refund. The reasons given were as follows:
"- item confirmed authentic from in house authenticators
- different stores or seasons may have slight differences"
Conveniently for them, there is no way to contact Poshmark to speak to an actual person for more information or to challenge their findings. They do not have a customer service line or any phone number to call.
I have a big issue with their response. First, I have serious doubts that Poshmark actually employs in-house authenticators, and even if they did, how could this person determine authenticity solely from low resolution photos? I offered to ship them the bags for inspection, real and fake, but they did not respond to that offer. This tells me that they are not really in the business of authenticating. After all, they are a software company. I wonder how much software engineers know about authenticating designer items. Secondly, "different stores or seasons may have slight differences" is patently not true. Coach, or any designer, does not produce the same SKU/item/style with some having real leather and some fake leather, different clasp/zipper sizes, and different brochure paper stocks/fonts. Also, the seller claimed to have purchased the bag at Macy's (not surprisingly, she did not enclose a receipt, or the retailer sales tag is was supposed to come with), which is the same retailer that the real bag I found was from. I find it utterly ridiculous that I am supposed to take Poshmark's word that they have an Authenticator on staff who can magically authenticate items based on low resolution photos submitted through the app, and I can't even contact them to challenge this finding.
I believe Poshmark is knowingly allowing counterfeit items to be sold on their website/app so they can get the 20% fee from the sale of these items; and making false claims about offering refund protection for inauthentic items and being able to trust purchases from Poshmark. This software company has no Customer Service department, no phone number, no intention of issuing refunds, and no integrity.
Poshmark should stand behind their 'Posh Protect' claim, and offer refunds for items that are found to be inauthentic. If they are going to maintain that the item is authentic (which it is certainly not), then they should at least refund me for the purse having arrived damaged, ripped and warped from being shipped folded up in an envelope. That also falls under the 'Not as Described' complaint. It doesn't matter if an item is purchased for $1000 or $10, a buyer should not be forced to accept a damaged item with no hope of a refund.
Poshmark should also take claims of counterfeiting seriously. If they are going to deny inauthenticity refunds by saying the item is in fact authentic, they need to take it seriously and arrange to have items in dispute shipped to a 3rd party authenticator who has no financial stake in the sale. That would be the only fair and impartial way to authenticate items. Poshmark earns 20% from every sale no matter if it's real or counterfeit, so they have no incentive to ensure the buyer is getting what they thought they were getting.
Stay away from Poshmark and the seller @hollyp76
Product or Service Mentioned: Poshmark Customer Care.
Reason of review: Not as described.
Monetary Loss: $175.
Preferred solution: Full refund.
I liked: Selling on poshmark, Mostly honest people, Fun and addictive, Social aspects.
I didn't like: Scamming, No customer service phone number, Posh protect policy is bs, Poshmark supports counterfeiters, Poshmark has no integrity.