I read this speel on their FAQ web page before placing my order. It reads: How can I be sure my item is authentic? Response: Every item on the site is guaranteed and backed by the Portero Promise and our team of in-house authenticity experts. The Portero Promise states: “Portero respects the brands we serve. We guarantee the authenticity and condition of all merchandise. We ensure the highest level of service and security. That’s our promise. And we don’t take it lightly.” If you should ever have a question regarding the authenticity of an item you purchase, our in-house experts are happy to go through the authentication with you personally to ensure your comfort that you have purchased an authentic and treasured piece from our site. | Initially when I contacted Portero about it, I went onto their website and did the live chat. The woman argued with me over the authenticity of the bag after I told her I have to other authentic LV bags in the same series and what I received was flimsy junk. I finally told her I was not going to argue with her about it and called the phone number listed on the website to request a Return Authorization number. The woman was very nice and never once questioned anything when I told her the LV bag I received was a fake. Then when I asked if a tracking number was required because it was very expensive to do so, the response I received was, “It is not required, but it is highly recommended.” It cost me $73 US dollars to send it back with the insurance they did require and the tracking. Then when the company issued my refind, they only refunded me the cost of the item, not the shipping, after I told them my reason for the return. It was a fake bag. | When all was said and done, I received a refund of $390. I did not receive the $36.31 back for shipping the fake bag to me. That added to the $73 US it cost to send the stupid thing back to them added up to $109.61 for the mere displeasure of doing business with that scam of a company.