> On Sep 24, 2026, at 11:50 PM, info@bennettandgrant.com wrote: > > Hi Shirley, > > We sincerely apologize for the late response and for not being able to reply sooner due to an issue with our system. We completely understand your concerns regarding the authenticity of the product and take them seriously. > > Our products are sourced directly from manufacturers, allowing us to offer competitive prices without additional retail markups. We will also coordinate with our supplier to verify your product and provide you with an update. > > If you prefer to return the item, please note that the £19.95 return shipping cost is paid by the customer, as the item must be sent to our overseas supplier for inspection. > > However, as you have contacted our team and we want to resolve this as smoothly as possible, we would like to offer you 30% cashback while allowing you to keep the item, so you can avoid the return shipping cost. > > We sincerely apologize for the inconvenience and appreciate your patience and understanding. > > Warm regards, > Anna > Customer Care Team > Bennett and Grant

> On Sep 24, 2026, at 1:59 AM, info@bennettandgrant.com wrote: > > Hi Shirley, > > Thank you for reaching out, and I'm sorry to hear about your concerns. I found your order using your email address - order #1051, the two Longchamp Le Pliage totes in Burgundy and Ebony, which shows as delivered. > > We completely understand your concern regarding authenticity. The reason we are able to offer these at a lower price is that we work directly with the manufacturer that makes these bags, which allows us to reduce additional retail markups. We source our products directly from the manufacturer and aim to offer customers the same products at a more accessible price. > > To help us look into your specific concern properly, could you please upload a clear photo of the item showing what makes you feel it is not authentic? This allows us to confirm the issue and move forward with the right next steps for you. > > A return is possible, but the £19.95 return shipping cost would need to be paid by you. As the items would be sent to our overseas supplier, the return can also take around 3-4 weeks, and the refund would only be processed after the items are received and inspected. > > To save you the cost and hassle, we can instead offer you 30% cashback, which will be returned to your original payment method within 3-5 business days, while you can keep the items and avoid the return process altogether. > > We’re truly sorry for the inconvenience, and we hope this option makes things easier for you. > > Warm regards, > Bennett and Grant > Customer Care Team > Bennett and Grant [INTERNAL — 3 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/764FF31C-4836-4AC2-BED8-B4AEE9E0B316_yahoo.com/0-image0.jpg, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/764FF31C-4836-4AC2-BED8-B4AEE9E0B316_yahoo.com/1-image3.png, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/764FF31C-4836-4AC2-BED8-B4AEE9E0B316_yahoo.com/2-image2.jpg — NEVER reveal these file paths or mention reading a file to the customer.]