Customer Service/Quality Control issues post here.

[Loquita]

Since all of us are unhappy/impatience with the lack of BE stock, do you think that we should let Jackie know? That makes sense to me -- she is a smart woman, and would probably want this sort of constructive feedback. (And I want more bags!! Ha ha).

How can we tell her?

[Lexie2000]

I think the Bespoke concept is wonderful and it's terrific for the person who wants to carefully select her Dream Bag. But I think I speak for alot of us who are impulse shoppers, it doesn't give us our fix. One late night I was looking over the forum and got an urge to put an order in for a particular bag. Of course it wasn't available. I did order a bag before the night was over....but not from BE.

Now I'm not saying that Impulse shopping is a good thing or should be encouraged but it's a problem of mine I sort of like. I think BE Couture should certainly be an option but that the website should maintain a stock of bags to compete with other brands and that would encourage more purchases.

Being impulsive I like to receive the bag I buy directly. Bespokes take so much time. And Group Bespoke are too long of a process to me. Frankly the 10% discount is really nothing on a 750.00 bag....not enough to wait months and months for it to come to fruition.

[Loquita]

Originally Posted by Lexie2000

I think the Bespoke concept is wonderful and it's terrific for the person who wants to carefully select her Dream Bag. But I think I speak for alot of us who are impulse shoppers, it doesn't give us our fix. One late night I was looking over the forum and got an urge to put an order in for a particular bag. Of course it wasn't available. I did order a bag before the night was over....but not from BE. Now I'm not saying that Impulse shopping is a good thing or should be encouraged but it's a problem of mine I sort of life. I think BE Couture should certainly be an option but that the website should maintain a stock of bags to compete with other brands and that would encourage more purchases. Being impulsive I like to receive the bag I buy directly. Bespokes take so much time. And Group Bespoke are too long of a process to me. Frankly the 10% discount is really nothing on a 750.00 bag....not enough to wait months and months for it to come to fruition.

As usual, well spoken, Lexie. I couldn't agree more.

[Lexie2000]

While I'm at it I might as well unload....

I see the leather wear on my bags, I read all the posts about leather wear (especially corners) and I see scads of BE's for sale on ebay/bonanzle that exhibit wear. What is so confounding to me is some people say this is "normal". That the lady at BE told them it was "normal" and people seem to excuse this flaw with nonchalance. I was appalled to hear that someone at BE call this Patina! It's quick happening wear,not something that happens over years of use. This would be like called a big Ink stain on a bag "a Natural Variation" which is a favorite term of Minkoff bag tags.

I have Prada, Choo, and Kooba bags in my closet that I have had years and they show absolutely no wear on corners. It's astounding to hear that the corners are worn on some bags right out of the box.

Is this okay with you all? I am so hesitant to buy a 700+ dollar bag that is going to look 5 years old in a year. So I guess what I am saying is I think BE's leather quality and pricepoint does not seem to match. I would be crying my eyes out if I bought an Angel purse for the price it is and because it is in a certain leather have to accept that it looks trashed. I would be on the phone with BE and wanting a replacement. For the cost of these bags ALL the leathers used should have been tested and proved to be resilient.

[hipnycmom]

Originally Posted by Lexie2000

I think the Bespoke concept is wonderful and it's terrific for the person who wants to carefully select her Dream Bag. But I think I speak for alot of us who are impulse shoppers, it doesn't give us our fix. One late night I was looking over the forum and got an urge to put an order in for a particular bag. Of course it wasn't available. I did order a bag before the night was over....but not from BE. Now I'm not saying that Impulse shopping is a good thing or should be encouraged but it's a problem of mine I sort of like. I think BE Couture should certainly be an option but that the website should maintain a stock of bags to compete with other brands and that would encourage more purchases.

I tend to shop when I need something or find something wanting in my wardrobe. So if I need a red bag today, I would like it today or at least within the week. I don't think this is a bad thing necessarily. I am unable to predict what I will need in 3 or 6 months' time. I love the options for customization on BEC but do wish I could just pick up a bag from a physical store or purchase one and have it shipped over.

BEC is teaching me to obsess LOL (I am blaming BE for my problems haha).

As for corners, it is true that wear is wear. I don't like my bags to look stiff/brand new, but don't like them to look damaged either. I appreciate that BE tries to meet our leather/color requests pretty quickly. As a result I don't think BE can predict how all their leathers will wear, but I think an advisory on the type of leather and care needed would be good. For example, when you buy Chanel lambskin, you will be told it is delicate, corners might rub, etc.etc. and some vegetable-tanned leather bags have tags on them with advise regarding color fading and transfer etc.

[Tash1]

Originally Posted by *suzi*

Thanks Tash for visiting this thread and giving us your input. It is always good to see you. I hope you won't just stop in at this thread. We all miss you in the main forum as well. You can still come and chat regardless of the number of BE bags you own or intend to own. Jenova and Lovebags - Good points as always. I do think this is an excellent place to voice concerns and hope everyone will feel comfortable. I wish all of the other forums had a place like this, because I know I have had huge issues with my Miu Miu and Chloe bags and have been too embarrassed to post. For instance, you would not believe the issues I have had with Chloe, and only yesterday did I finally reach the Chloe Assistant(after severe stalking) over a bag she had since April which is still sitting on her desk with broken hardware and will probably be there a few more months! It doesn't mean I will stop buying either of those brands. I am just not so naive as to think that expensive bags will not have issues just because they cost a lot. The true measure of if I will be back is how they handle the issue. Right now, Chloe is not looking good! So, keep in mind that all designers have issues and all the subforums seem to have people like me that are uncomfortable posting about bad things that have happened. I think the only difference with BE and RM is that the actual designers pop in, which can be a real benefit to all of us, but it can also make it quite awkward when you want to vent! Hopefully, we have made it a little easier for everyone. Also, I hope people understand that many TPF ladies love their BE bags and have had excellent customer service. I expect them to be heard as well, since I believe in fair balance.

Hiya Suzi! Missed you too! I have been posting here and there, but I seem to be invisible!! LOL!!! Hope you're well!!

I would have thought that a CS/QC thread would actually be standard on all sub-forums? Sorry to hear about the probs with your Chloe and Miu Miu bags, sitting on a bag since April is inexcusable. Can you tell, I have a very low tolerance for slacking........just ask my DH!! The most incompetence I have dealt with are Airlines!!

ITA, how customers are dealt with affects future purchases, and this is why the PF is such a valuable and important resource, moreso as BE bags are not accessible or returnable, apart from stock items, which are a rarity! Personally I would like to see more forthright opinions from actual customers on the forum, 'cos let's face it, the designers and reps are biased! I think it will enable others to make better informed decisions, and avoid disappointment when dropping their cash on a bag. As Lexie and others have said, the influx of bags on evilbay and bonanzle with corner wear on bags, so soon after they've been recieved is worrying. I think some seem to be missing the point, wear on an item almost immediately, shouldn't be confused wth wear and tear! I don't know about anyone else, but each time there's been an issue, I have always contacted Jackie and given feedback about it, as I would with any other item I've purchased that has a problem, within reason. Yet, some problems are still re-occurring. So, I think for some ladies they are at a loss, and it is upsetting to hear, kwim?

Thanks Lo for the care tips. I've attached my wrist-strap where the zipper pull was, and makes it so much easier, it's such a great addition. But, as it's summer the silver is coming out now!! As for the low stock on the site, what's with that? Although, I think it has been mentioned both on and off the forum several times, and agree with what most have said.

[Loquita]

^You're so welcome, Tash!! I am thrilled that my AP suggestion helped, and think that you are 100% right to give Jackie your feedback...I try to do the same, and will make an even more conscientious effort to do so from now on (but I have been very lucky with my BEs so far -- although I understand that not everyone has had that experience, unfortunately). As for the too-rapid corner wear issue, it is heartening to see that there are way more pebbled glossy leather choices in stock now, and I get the clear sense that most of us will be going in that direction because it wears much better, and Jackie will follow suit since it only makes good business sense.

The stock issue is a more than a little annoying, though -- and ultimately not good for BE in the long or short term, IMO. We really need to find a way to individually/collectively let Jackie know that this is a problem.

[Lexie2000]

Originally Posted by Loquita

As for the too-rapid corner wear issue, it is heartening to see that there are way more pebbled glossy leather choices in stock now, and I get the clear sense that most of us will be going in that direction because it wears much better, and Jackie will follow suit since it only makes good business sense.

I should be getting my Pebbled Hug Me in a few days. I am hoping hoping HOPING that this leather is really the Bees Knees as stated in this forum so often. I am dieing to see if it compares to my Pradas... and I never abuse my bags but I'll be watching for any unusual signs of wear. I think in general any bag with a finish or sheen is going to have problems more quickly and BE seems to tend towards glazed leathers. I adore my Prada Cervo Luxes but the corner and edge wear happens just looking at it. I prefer my Non Glazed Pradas for a no worry bag that looks good for years.

[*suzi*]

Originally Posted by Loquita

^You're so welcome, Tash!! I am thrilled that my AP suggestion helped, and think that you are 100% right to give Jackie your feedback...I try to do the same, and will make an even more conscientious effort to do so from now on (but I have been very lucky with my BEs so far -- although I understand that not everyone has had that experience, unfortunately). As for the too-rapid corner wear issue, it is heartening to see that there are way more pebbled glossy leather choices in stock now, and I get the clear sense that most of us will be going in that direction because it wears much better, and Jackie will follow suit since it only makes good business sense. The stock issue is a more than a little annoying, though -- and ultimately not good for BE in the long or short term, IMO. We really need to find a way to individually/collectively let Jackie know that this is a problem.

I just had a message from Jackie that they will be rolling out an area on the BE site for feedback and quality control issues so they don't miss anything. That's good news.

I know everyone seems to think that pebbled leathers are the way to go, but I have to tell you that the reason why I love BE is because of the matte grey and tan leathers. They seem unique to BE and are so gorgeous with the tonal variations. People always comment on how beautiful the leather is and I never get that with my other bags. I may get a comment on style, but not leather.

Besides my Hold Me bags, I don't seem to have any corner wearing. I wonder if it's because I don't shoulder carry my bags? There has to be a reason that it happens to some but not all.kwim?

[Lexie2000]

Originally Posted by Loquita

IMO. We really need to find a way to individually/collectively let Jackie know that this is a problem.

Wouldn't the best thing be that someone gently emails her and reminds her to read this thread.

BE bags are Cool bags and Jackie is such a nice person. I would hate for her brand to gain a reputation for something that she has some control over. I know BE is not about Mainstreaming but I want to be able to tell my friends honestly to get this bag or that bag and know they won't be disappointed. It's a great brand with a Rockin Designer and spectacular CS. It deserves to be the Best it can be.

[Lexie2000]

Originally Posted by *suzi*

Besides my Hold Me bags, I don't seem to have any corner wearing. I wonder if it's because I don't shoulder carry my bags? There has to be a reason that it happens to some but not all.kwim?

I will say over and over that The original Tan leather is the BOMB! My Hold me has been used frequently and surprisingly has no corner wear. But I don't shoulder carry or sit the bag down when I can help it. I hang it at home and at work. My Petrol is in really good shape still but I can see that whitening on the corners and know where it's heading. Those hard bases and sharp corners have something to do with it and primarily on Shiny bags. My Black Crash Hug me has been used alot and it looks perfect. But I don't know if it's the crackled leather or the Draped style that allows this.

[Loquita]

Originally Posted by Lexie2000

I will say over and over that The original Tan leather is the BOMB! My Hold me has been used frequently and surprisingly has no corner wear. But I don't shoulder carry or sit the bag down when I can help it. I hang it at home and at work. My Petrol is in really good shape still but I can see that whitening on the corners and know where it's heading. Those hard bases and sharp corners have something to do with it and primarily on Shiny bags. My Black Crash Hug me has been used alot and it looks perfect. But I don't know if it's the crackled leather or the Draped style that allows this.

Lexie, I agree with you on all of your points...and I think that your Hug Me looks so great still because of the draped style and the leather -- TBH, my bags have fared very well, too, in general...and I tend to get the sheen and glossy leathers. (The sheen leathers are definitely the most delicate, in my experience). I just keep them very well moisturized and that helps alot -- though it doesn't get rid of all the wear, of course. I find that the matte leather whitening/wear goes away completely with moisturizing, although it eventually returns when the bag starts to get dry again.

For me, the wear issue is my biggest complaint about BE. Other than that, I am thrilled with this company, and have received far better CS than any other company I have dealt with with the exception of Ignes. I also love love love the leather and design selection!

*suzi*, I also agree with you about the matte leathers, they are excellent as well. And it makes me very happy to hear that BE is starting a QC/CS section on the website, that is a wonderful idea. I think that it is only asking for problems if our complaints are only aired on TPF.

[hipnycmom]

Lexie I hope you will love your Hug Me the way I love mine. I do think the pebbled leathers are almost wear-proof. But even though I love them, I am really drawn towards the BE sheen and glossy leathers. Mine are so far ok but I have ordered some LMB for corners just in case. I don't normally mind a little scuffing but I really don't deal with fading or color change very well and just know I will end up giving a bag away if that happens.

I agree that the wear must have something to do with the reinforced bottoms, so I am happy that we can have bags bespoked without reinforcement. If the bags without hard bottoms wear better and still look great then maybe that will be a standard option for BEs in the future?

[lovebags2]

Hi Ladies,

I agree that low stock/BEC can give off the wrong impression. I can see where many might turn away from trying or buying another BE based on feeling you have to use BEC and pay an extra surcharge on top of already a high retail price in today's economy.

BUT, from what I understand Jackie doesn't receive any of that surcharge for a profit. She just directs it to her atelier since that's the extra expense involved for producing a BEC handbag. Perhaps, I'd feel differently about BE if I thought they were keeping the profit but I know that's not the case to my knowledge.

As for the wear/tear on leather. Well, I believe a handbag should not have to be replaced in less then a year. That's unacceptable. I did share in that type of disappointment with my red AP (and I can't imagine how I"d feel if it were a handbag) so I can relate to this feeling unfortunately. That said, I think the PF is a wonderful resource and can actually prevent buyer's remorse. For instance, I"m hoping that if someone who was thinking of trying an AP that maybe now they will take a closer look at either the crash or cervo leather's. I've been wearing my black cervo AP daily and it looks the same as when it was delivered - brand new. Hopefully, these type's of reviews will help avoid disappointment and hence all the Ebay sales (loss of money). Although, I see the PF as being a factor in the Ebay sales due to enabling so there's two sides. That said, I"m hoping when ladies see more the resale on BE is not good anymore that they will start to read more reviews here and think their decision thru very carefully.

I do feel that creating this forum was a good decision and should help both BE and the customer. I love a win win situation!

P.S. Jackie did already reply to my email re BEC/low stock and stated that she'll probably order more stock for September!

[lovebags2]

Originally Posted by hipnycmom

Lexie I hope you will love your Hug Me the way I love mine. I do think the pebbled leathers are almost wear-proof. But even though I love them, I am really drawn towards the BE sheen and glossy leathers. Mine are so far ok but I have ordered some LMB for corners just in case. I don't normally mind a little scuffing but I really don't deal with fading or color change very well and just know I will end up giving a bag away if that happens. I agree that the wear must have something to do with the reinforced bottoms, so I am happy that we can have bags bespoked without reinforcement. If the bags without hard bottoms wear better and still look great then maybe that will be a standard option for BEs in the future?

Hi, I did ask Jackie about having bags without the stiff base as a BEC option and she told me that's not possible because it would just sag. Maybe she might look into a softer reinforcement though? I'm not certain.