Dolce & Gabbana — Local services in Roermond

Horrible experience at Dolce Gabbana shop in Roermond outlet. Watch out for scams!

We recently bought several items in the D&G shop in Roermond and we were very disappointed by the quality of goods and even more by the staff service.

More precisely, we bought one bag from the new collection. Marina Marotschkin, the salesperson, showed us the exposition model which was, however, damaged with several scratches. We said we liked the model and would be interested in buying only if they had a new one in stock.

Marina said, "Of course, we do have a new one. I will go to the stock and prepare it for you." She came back with a nice closed package telling us the new bag was inside. We trusted her and bought the bag along with several other shoes and clothes.

When we arrived home, we opened the box and realized the damaged bag was inside instead. We then called Marina to explain the situation and initially, she told us it was a mistake as due to the high activity in the shop she put the wrong bag in the box. She then promised to send us the new bag quickly, covering all the delivery costs as we live in Luxembourg. After two days she sent us a new message saying that she made another mistake as there was no new bag in the shop and she had to order a new one from Italy, telling us it would take around two weeks. We were a bit disappointed as my wife needed the bag for a specific event and she was thus unable to use it as the new one wouldn’t be there in time.

Two weeks went by and we had no news. We then tried to contact Marina again and she said they had problems in Italy as they were doing stock inventory. After one month, nothing happened, and we received no more answers from the shop or Marina. After almost two months and several unanswered messages and calls, we received a message from the assistant manager Veronika Trefilova saying the new bag was supposed to arrive shortly.

After a few days, we received a message telling us that we have to send back the damaged bag to the shop at our expense if we want to have the new one. We said it was not what was agreed.

We feel we have been scammed to n purpose. The manager even hung up on us during a call where we kindly tried to expo the situation, but she seemed to be aware of these practices and not be surprised. It seems they are selling damaged products in their store, passing them off as new collection items without any outlet discount. This is completely unacceptable for a luxury brand like Dolce & Gabbana. This is not at all the service you expect from a luxury brand.. It is scandalous and pitiful to experience such deceit and poor service.

Avoid this store...

I visited the store today and unfortunately had a very upsetting experience. I left my sunglasses in the fitting room for a brief moment, and they were stolen. Although I have a strong suspicion about who might have taken them, the staff on duty were unwilling to assist in any meaningful way. They kept repeating that there are no cameras in the fitting rooms – which I completely understand and agree with for privacy reasons – but I believe more could have been done to help or at least show concern.

Instead, everyone chose to carry on with their work as if nothing had happened, leaving me feeling helpless over a theft that occurred right inside the store. I plan to follow up on this matter and will be looking into whether surveillance cameras can legally be installed in the corridor area outside the fitting rooms, as a preventive measure.

While I will not make any direct accusations, I must say the circumstances were highly suspicious, and this incident has left a very negative impression. I cannot recommend this location based on...

I bought a pair of sneakers PRINTED CALFSKIN PORTOFINO in April 2019 and since I bought my socks from white turn to black and my foot also are very black because of the black colour inside the shoes. And when I filed a complaint by Dolce & Gabbana, they found the solution to the problem ( to use waterproof spray inside the shoes 😂) if you have not tried so far, I tried and did not recommend anyone your foot will sweat even worse and of course more black on the socks and your foot. I'm sorry I can not put some pictures in my comment. 700€ sneakers quality...