Some genuine items their experts can't verify, happened to me with a Burberry scarf that was ordered from the Burberry website but after wearing it twice, I was diagnosed with a wool allergy and decided to sell it on a "reputable website" - unfortunately I sold it on VC, now a pair of boots where I clearly mentioned that they have scuffs is declined because the item has scuffs. Not sure what they are playing at, but the website doesn't work half of the time, the customer service is a joke, you can't ever reach them and they just seem to be a total scam outfit