So Disappointed with BARNEY'S

[AxessoryCrazy]

I'm from Sydney, Australia and I finally got my black Maxi Besace w/ CGH from Barney's after calling the world (literally) to source my 1st Maxi B. but was so disappointed that there was a knick on one of the CGHs... I sent an e-mail to (BARNEY'S and the Chicago SA) to inform them but it's been like 3 wks now and still no response. Decided to use supa glue to seal it, It looks so much better but I have to live with the scar and the awful experience. I can't believe that a huge company like Barney's would allow to ship a damaged item. I remember the SA advised me that it was in perfect condition and it was just pulled out of the stockroom...

I do apologize for this sad story but I felt that it was worth sharing.

Thank you for reading.

[MissFluffyCat]

I'm sorry this happened to you! Did you try phoning them?

If Barneys were unaware of this damage, that's unacceptably careless for a bag of this price - or any price, for that matter.

If they were aware, that's even worse. Sometimes I wonder if sellers take advantage of overseas buyers, since they know that we can't afford to post damaged goods back to them...

[meganka]

I agree with MissFluffyCat, did you try to call to talk to the Manager of your SA? I think you will need to bring it to the higher management if the SA is not replying you. I am pretty sure that they will need to explain to you over the phone. I am sorry that this has happened to you and hope that you will at least get an explanation from Barney's as it is very rude to ignore your emails...

Whenever it comes to International ordering, the companies are very reluctant to do an exchange/return for the customer as it is costly to them. I think they should be much more cautious when dealing with overseas orders, like at least check the bag thoroughly, although it should be done with ANY order.

I really do not want to believe that they are trying to send a defective product and HOPE the customer may not discover that! like MissFluffyCat said trying to take advantage of overseas customers...

[Pinkisweets]

I am sorry this happened to you!
this is really inacceptable, considering how much we pay for these bags!
But even if it would be "only" a 100 $ bag, it would still be inacceptable.

[AxessoryCrazy]

To be honest, I didn't bother to make the calls anymore.

After paying $1,385USD for the bag plus $120USD for the shipping not to mention the $300AUD tax on top... Oh! plus the $350AUD for the International calls (like what I said, I literally called 98% of all the Balenciaga stockists (Bal Shops and Online Shops). I couldn't spend extra aymore.

I still love the bag after treating it with supa glue.

I guess what I want to share is, be sure what you are getting before making the decision. Ask for photos! You know what, I actually did ask the NY SA ( he was reluctant but that was for the anthra with GGH) then when I decided to purchase the CGH he passed me on to Chicago and I was assured that I was getting a bag in perfect condition... But it was not.

I am also in retail (High-End Int'l Jewellery Salon), UNLIKE BARNEY'S NY we do have a great Client Relation Management.

[MissFluffyCat]

I love the Aussie DIY ethic with the supa glue! and I totally understand how can just get too burnt out to complain.... Still, Barneys deserved to be called out on this, they did assure you that you were getting a bag in perfect condition so what else could you have reasonably done???

Are we as customers supposed to interrogate SAs as to when perfect means perfect?? Barneys were just plain slack & you'd think there'd be someone in their PR department or somewhere who would follow it up.

Are you allowed to name that lying SA here on this board, that might shake someone up....

[AxessoryCrazy]

After reading your comments, I realized that I had to inform someone superior... I did call Barney's in Chicago and spoke to the Manager. Thought, this should not happen again. He was informed and saw photos to my surprise.

He did apologize for not getting back to me right away for he was on leave for a week. He promised to get back to me thru e-mail and will see what he can do to make it up with me. Told him because I did not hear from them in like 3 wks, had to do something... Thanks to Supa Glue!

Not really sure what he specifically means by that but I told him that I called because I want him to be aware of this case that it should never happen again. Imagine someone desperate to have their no. 1 on the wishlist and find out it's damaged...
It's sad.

He asked if I would want to return it... I thought, and go through all the process and spend more money (shipping back and taxes and duties again???) Hell no!

Anyway, I can't wait to see what he's going to e-mail me about...

We'll keep you updated.

Thank you Ladies for the support! Much Appreciated!

[AxessoryCrazy]

Originally Posted by AxessoryCrazy

I'm from Sydney, Australia and I finally got my black Maxi Besace w/ CGH from Barney's after calling the world (literally) to source my 1st Maxi B. but was so disappointed that there was a knick on one of the CGHs... I sent an e-mail to (BARNEY'S and the Chicago SA) to inform them but it's been like 3 wks now and still no response. Decided to use supa glue to seal it, It looks so much better but I have to live with the scar and the awful experience. I can't believe that a huge company like Barney's would allow to ship a damaged item. I remember the SA advised me that it was in perfect condition and it was just pulled out of the stockroom... I do apologize for this sad story but I felt that it was worth sharing. Thank you for reading.

*Update* - Barney's Chicago credited me for $200 USD... I wouldn't have been compensated if I did not make that call to the Manager... Thank you Ladies!

[pukasonqo]

wow! i am glad that you contacted the Manager, because as many have pointed out the bags are already expensive and they should be more careful in checking for damages. plus being an international order it isn't like you could just pop back in the store for an exchange.
anyway, congrats on your new bal! wear it and enjoy it...and looking forward to see pics!

[Cate14]

Yayyyy . . . go glad that you made the call!

[aimtree]

barneys has awful online customer service. I have never got any reply from emailing them.
Glad it worked out for you:)