Welcome to The Purse Forum.

lionlaw · May 12th, 2009, 05:16 PM

To our Purse Forum customers and “IGNES subforum members”,

First of all, thank you for your continuous support to our brand and for choosing IGNES.

As many of you know, we have been experiencing changes. Lately, we have received some complains on the quality of certain bags and our service at times, so we wanted to send you a personal note apologizing profusely if this has affected you. The feedback our customers give us, either good or bad, is extremely important to us, as it allows us to enhance any good aspects as well as work on the bad ones, and improve any features that need to be improved. We also take this chance to inform all of you on our changes to correct this situation and make sure you are absolutely happy with our brand and the product and service you receive.

As for our customer service, we know there have been some misunderstandings lately, but we promise to keep working on it, as we have received feedback that it’s one of our strongest points and want to keep it this way! Talking to you, giving you advice for you to find your perfect handbag model, leather and lining is very important to us. Your feedback is very valuable to us and we want (and enjoy) remaining close to our customers.

The idea behind IGNES is to give you custom-made bags of style in gorgeous leathers (many one-of-a-kind), with your knowledge that they are ethically made. From communicating with Purse Forum members, we gather that what you most appreciate is the “Create your own bag” experience (which allows you to choose between any design, leather, lining, hardware and some modifications to truly customize your bag) with a highly personalised service.

Although we are working hard to eliminate the quality issues we have had, we are aware that as our bags are individually made by hand, by a small team of artisans, and not produced in an assembly line manner, there can be small variances in the exactitude of the manufacturing (not big defects, but small variances) . We hope that this nature of individually manufacturing can be seen as a plus rather than a negative aspect of the bags.
We want you to be certain that we have been working very hard to give you the best by investing time on each individual order, adding new leathers, allowing you to personalise your bag with added features and more. Unfortunately we realized perhaps we have “spread ourselves too thinly”, and certain mistakes were made, and this has meant absolutely the opposite of what we wanted to achieve. For this we sincerely apologize.

Plus, in a difficult 2009 for many customers, we have also endeavoured to give you special offers such as free returns, free leather swatches and regular special discounts, a special tPF discount, free shipping, no customs/duties paid, shipping costs of returns paid by us and more.

While we have enjoyed providing these offers, they have strained our lower than industry margins, so with regret we would have to make some changes on this aspect too.
To conclude, we are currently implementing the following:
* Making sure the production of your bag has the high standards of quality set by us as a brand, and expected by you, as a valuable customer. This will be achieved by implementing better quality controls.
* A simplified leather offering: we know that you have enjoyed having a wide leather choice and it has been a pleasure to offer this, including to search for certain leathers for you when you had a specific colour in mind, even creating the leathers in the tanneries for you to receive the colour of your choice. Yet since a small group of leathers account for the majority of orders at the moment, offering fewer leathers means we have more certainty of their stock situation and poses less confusion.

* A better leather online catalogue: for best viewing. Plus, upon suggestion from you, an updated physical leather catalogue can be sent to one of you to take pictures in your own way and share it accordingly.

* More information on our website on the different leathers: so you know more in advance, if you prefer not to wait for samples. As well as “video samples”.

* A change in the handbag packaging: We will make sure your bags always arrive well protected. We may not include the special thick paper that covers the bag as an extra feature (for bags with a discount). Yet will offer it for a low price when you require it for gifts, when the handbag purchased is discounted.

* A change in our returns policy: which will be online this week.

* A simplified electronic order form: to avoid mistakes and give you a better service. In it you will be able to choose the model, the leather, the hardware, the lining, and we will have a list of the available modifications for each specific model with their prices, so every detail is reflected in this order from.

* Simplification of modifications allowed: to avoid mistakes. On this note, we will also change the way the drops are measured (currently we measure the drop with the bag lying horizontally, now we will measure it with the bag held vertically and the drop “tight”). We will update and send you the possible modifications soon, for any future purchases.

* Ignacio will be in charge and responsible for managing production whilst I (Maria) will be responsible for client communication. We apologize that in the “handover” I have responded upon information given to me without knowledge of the past of the order or have missed giving an apology if one was in order. Therefore in this transition, Ignacio will continue to respond to any emails related to orders he took.
Please rest assured Ignacio and I work very closely and the response you receive is from us both. We hope the handover can mean I can also give you a personal female perspective! We encourage the use of our chat feature where I can respond to your queries “live”.

* Changes in prices, colour and general offer of our exotic leathers -like salmon and South American ostrich-, since as gorgeous as they are, they have caused a few negative surprises to you due to their nature. There will be an increase to 50% extra of the current retail for both, and will be offered in small rather than medium/large bags only. However, if you have been waiting for swatches for an order soon, please let us know.

* As for our discounts: as part of the changes, we are not modifying at the moment the 15% purse forum special discount applicable to any purchase, which we enjoy extending to you (not in conjunction with other discounts should there be a special SALE)

Again, all of the above should also mean that as processes are perfected, we can give a better service to each one of you!

And one last note, Ignacio and I choose not to follow the IGNES purse forum comments as a way to give you the freedom of writing what you like without our knowledge. We have received feedback that sometimes if you are aware the designer is around the forum, you can feel the surveillance, and since you created the IGNES Ignes subforum yourselves, it should be your place to speak your mind with no restraint, you earned it!

Having said that, we are open and happy to receive your comments, or your suggestions, always-

To end this very long letter on an exciting note, I wanted to mention that we are working on new designs introduction, a collaboration with the Purse Forum, and a special sister (secret for now) website…

With kind regards, and many thanks!

Maria & Ignacio
IGNES Co-founders

lionlaw · May 12th, 2009, 05:17 PM

Just so there is no confusion- I have had NO input on the letter. Maria and Ignacio DO NOT monitor or even read postings on TPF. They wanted this letter posted and asked if I would do so.

tejava · May 12th, 2009, 05:31 PM

That's a great approach.

Lionlaw: Have they resolved your issues for you?

irainei · May 12th, 2009, 05:33 PM

Amazing letter! And I feel so positive about the changes and upgrades they are making!!!

...but...how could they end the letter with such a TEASER!!! :(

No Cute · May 12th, 2009, 05:34 PM

Thanks for posting this. But I would rather not get such an online apology. It bothers me that they feel there needs to be some public apology. Anyway, just do what needs to be done to make excellent bags, and let me know of changes relevant to me.

Is it obvious that I hate online apology letters? It feels really 3rd grade. (LL, please know I am not bothered that you posted it, not at all. Just bothered that it was asked of you, but then, given the date, I shouldn't reply at all since it's the worst date of year for me.) I'd have much rather gotten this in an email, but they may not know who is tPF and who is not. I think this is a letter to send out to their entire customer base on email.

I do, however, love that they do not watch the subforum. That's awesome. Enough of us have a connection with them that we will share anything they ask, as you did LL. Thank you.

newbaglover · May 12th, 2009, 06:03 PM

Thanks for posting this letter, LL. It seems they are recognizing their mistakes, and really want to make a fresh start.
I think that maybe they wanted to apologize to each customer, but also to all the subforum as a whole, so they have done it this way, and I like it.
I also love they dont sneak around this subforum, I LOVE our freedom to speak here, just talking our minds always ( from good to bad bag issues, cankles, or waxing... I always think of all of you like my friends, and love how warming we are here)

About the changes, well I think they seem reasonable, but i will have to write to them, because my mum wanted a clutch in turquoise ostrich, so it is a bummer they are going to raise the price!, but it will be worth it if it make the bag to be only with the smooth ostrich part ( not the bumpy one, ecks!)

I think this letter gives a lot of hope, at least for me. I know the fantastic Ignes I know is still there.

newbaglover · May 12th, 2009, 06:06 PM

Yes, it makes me wonder what are they planning with tPF...and I want to see the new models like yesterday!

( I know, working in my inexsistent patience skills...)

Originally Posted by irainei

Amazing letter! And I feel so positive about the changes and upgrades they are making!!!

...but...how could they end the letter with such a TEASER!!! :(

Euridice · May 12th, 2009, 06:43 PM

I love that they did this, it's typical of the Ignes I fell in love with when I first came to TPF. It shows that even without reading the forum, that they are aware that things are not going completely well. I still think the main thing that they need to do is slow down and CHECK the bags like crazy, but that is obviously part of what they are doing.

I don't understand why they are raising the price on the ostrich....does this really ensure that they will use just the best looking parts of the ostrich, as newbaglover is suggesting in post #6? I went back adn looked at that again. If it means it will look like the recent turquoise mini O and not Lionlaw's yellow messed up mini O, and thus make it less of a crap shoot, then it's okay. but if it's still a handbag-russian-roulette situation, then....hmm.

Anyway, I am thrilled that they are working on something with TPF!! I have been wanting that!!

Jane*Bond · May 12th, 2009, 07:26 PM

They are so nice at Ignes. They do realize that they were offering too much. Although we love it, for a small start-up, that is a lot to handle. They offer a lot more options in leathers, interiors and modifications than any other bespoke and for a fraction of the price. I agree with the approach to limit some of that - I am happy to sacrifice some variations to ensure that what I do get is of the highest possible quality.

No Cute · May 12th, 2009, 07:29 PM

Originally Posted by Jane*Bond

They are so nice at Ignes. They do realize that they were offering too much. Although we love it, for a small start-up, that is a lot to handle. They offer a lot more options in leathers, interiors and modifications than any other bespoke and for a fraction of the price. I agree with the approach to limit some of that - I am happy to sacrifice some variations to ensure that what I do get is of the highest possible quality.

I agree. I'm glad we will here no more. It will make it better for all of us.

Euridice · May 12th, 2009, 07:34 PM

Originally Posted by Jane*Bond

They are so nice at Ignes. They do realize that they were offering too much. Although we love it, for a small start-up, that is a lot to handle. They offer a lot more options in leathers, interiors and modifications than any other bespoke and for a fraction of the price. I agree with the approach to limit some of that - I am happy to sacrifice some variations to ensure that what I do get is of the highest possible quality.

Agreed, Jane*Bond!! I think there will probably still be a lot of modifications and options to choose from, but the flow of so many leathers and keeping up with what's avaialble and what's not can be very frustrating for customers as well!!

Ms.Lizardo · May 12th, 2009, 07:36 PM

I am totally impressed with this letter. It speaks so very highly of Ignes that they chose to give an apology, admit mistakes, specify changes to be made, and not to evade issues or make up excuses.

Very impressed indeed. Add to this that they respect and honor this forum, by not sneaking around and making gals feel unable to post their feelings and issues is very admirable of them. Euridice, NBL, and No cute hit the nail on the head there.

While I am still waiting on my first bag from Ignes, I can honestly say when I see something like this, it makes me feel it won't be my last.

Thanks LL for posting this. I am so looking forward to the new changes, styles, and website.

tlloveshim · May 12th, 2009, 11:02 PM

Thanks for posting, LL. I am glad they said what they have and are making changes to insure the best bags for everyone!

duranie70 · May 13th, 2009, 12:27 AM

I feel bad that they felt they had to make an apology. I always like Ignacio and thought he was so sweet and sincere. I have not dealt w/ Maria.. feel bad I won't be able to correspond w/ Ignacio anymore on any future orders.
Am thinking tinted purple will never come to life if they are cutting back on all the leathers they offer.

I love the company though. So sweet.

starkfan · May 13th, 2009, 04:19 AM

Thanks for posting this, lionlaw. Maria mentioned something like this when she was telling me about making changes to how they measure the strap drops, and I'm glad to see they've sent something out this soon already. I do kind of agree with No Cute that perhaps this is something that the general Ignes customer base needs to see as well, especially if any of them have had to deal with QC problems too, but perhaps we're the only ones making the bulk of the modification requests...

I definitely like that they don't lurk around here, giving us the complete freedom to voice our opinions without feeling like we're being watched! As for the changes that they're implementing, I think for the most part they should definitely help things get better. Glad to see that they're looking at the strap drop measurements again, of course!

Hopefully, the simplified leather offering won't reduce the options too drastically. I definitely like and appreciate that they offer all these bespoke options at a lower price point, and hopefully they'll be able to reach a balance that makes things more financially-viable for them whilst still giving us a nice variety of choices.

I am slightly concerned about the upcoming change to the returns policy, though. Hopefully, they're not going to start denying returns for problems that they don't perceive as QC issues, or something like that. I'd also love to see them keep the free returns policy, since having to take the loss on the cost of shipping (in both directions) and customs duties (if applicable) is usually one of the biggest deterrents to sending a slightly-problematic bag back, for me at least. (Hence, the problematic RM that I'm stuck with!) If Ignes changes the free returns policy, though, I hope that they at least keep the low shipping charge and no customs duties offers, so that at least the cost of returns won't be that high on the customer!

As for the ostrich, I hope this means that they'll be able to maintain the consistency of the skins used a little better now that they're raising the price!! I'm not really likely to get an ostrich bag, but it'd be good to know that the price hike would have a tangible justification in terms of final quality/consistency, too.

lionlaw, I really hope they've resolved your issues for you.

duranie, you raise an interesting point on the tinted leathers! I think the group of tinted leathers might be amongst the popular ones that they mentioned in the letter, so perhaps after things settle a bit again, they wouldn't be adverse to finding other colours from the tinted leather group...

May 12th, 2009, 05:16 PM	#1
lionlaw OP Member Joined: Jul 2007 Posts: 5,895	Letter from Ignes to TPF To our Purse Forum customers and “IGNES subforum members”, First of all, thank you for your continuous support to our brand and for choosing IGNES. As many of you know, we have been experiencing changes. Lately, we have received some complains on the quality of certain bags and our service at times, so we wanted to send you a personal note apologizing profusely if this has affected you. The feedback our customers give us, either good or bad, is extremely important to us, as it allows us to enhance any good aspects as well as work on the bad ones, and improve any features that need to be improved. We also take this chance to inform all of you on our changes to correct this situation and make sure you are absolutely happy with our brand and the product and service you receive. As for our customer service, we know there have been some misunderstandings lately, but we promise to keep working on it, as we have received feedback that it’s one of our strongest points and want to keep it this way! Talking to you, giving you advice for you to find your perfect handbag model, leather and lining is very important to us. Your feedback is very valuable to us and we want (and enjoy) remaining close to our customers. The idea behind IGNES is to give you custom-made bags of style in gorgeous leathers (many one-of-a-kind), with your knowledge that they are ethically made. From communicating with Purse Forum members, we gather that what you most appreciate is the “Create your own bag” experience (which allows you to choose between any design, leather, lining, hardware and some modifications to truly customize your bag) with a highly personalised service. Although we are working hard to eliminate the quality issues we have had, we are aware that as our bags are individually made by hand, by a small team of artisans, and not produced in an assembly line manner, there can be small variances in the exactitude of the manufacturing (not big defects, but small variances) . We hope that this nature of individually manufacturing can be seen as a plus rather than a negative aspect of the bags. We want you to be certain that we have been working very hard to give you the best by investing time on each individual order, adding new leathers, allowing you to personalise your bag with added features and more. Unfortunately we realized perhaps we have “spread ourselves too thinly”, and certain mistakes were made, and this has meant absolutely the opposite of what we wanted to achieve. For this we sincerely apologize. Plus, in a difficult 2009 for many customers, we have also endeavoured to give you special offers such as free returns, free leather swatches and regular special discounts, a special tPF discount, free shipping, no customs/duties paid, shipping costs of returns paid by us and more. While we have enjoyed providing these offers, they have strained our lower than industry margins, so with regret we would have to make some changes on this aspect too. To conclude, we are currently implementing the following: * Making sure the production of your bag has the high standards of quality set by us as a brand, and expected by you, as a valuable customer. This will be achieved by implementing better quality controls. * A simplified leather offering: we know that you have enjoyed having a wide leather choice and it has been a pleasure to offer this, including to search for certain leathers for you when you had a specific colour in mind, even creating the leathers in the tanneries for you to receive the colour of your choice. Yet since a small group of leathers account for the majority of orders at the moment, offering fewer leathers means we have more certainty of their stock situation and poses less confusion. * A better leather online catalogue: for best viewing. Plus, upon suggestion from you, an updated physical leather catalogue can be sent to one of you to take pictures in your own way and share it accordingly. * More information on our website on the different leathers: so you know more in advance, if you prefer not to wait for samples. As well as “video samples”. * A change in the handbag packaging: We will make sure your bags always arrive well protected. We may not include the special thick paper that covers the bag as an extra feature (for bags with a discount). Yet will offer it for a low price when you require it for gifts, when the handbag purchased is discounted. * A change in our returns policy: which will be online this week. * A simplified electronic order form: to avoid mistakes and give you a better service. In it you will be able to choose the model, the leather, the hardware, the lining, and we will have a list of the available modifications for each specific model with their prices, so every detail is reflected in this order from. * Simplification of modifications allowed: to avoid mistakes. On this note, we will also change the way the drops are measured (currently we measure the drop with the bag lying horizontally, now we will measure it with the bag held vertically and the drop “tight”). We will update and send you the possible modifications soon, for any future purchases. * Ignacio will be in charge and responsible for managing production whilst I (Maria) will be responsible for client communication. We apologize that in the “handover” I have responded upon information given to me without knowledge of the past of the order or have missed giving an apology if one was in order. Therefore in this transition, Ignacio will continue to respond to any emails related to orders he took. Please rest assured Ignacio and I work very closely and the response you receive is from us both. We hope the handover can mean I can also give you a personal female perspective! We encourage the use of our chat feature where I can respond to your queries “live”. * Changes in prices, colour and general offer of our exotic leathers -like salmon and South American ostrich-, since as gorgeous as they are, they have caused a few negative surprises to you due to their nature. There will be an increase to 50% extra of the current retail for both, and will be offered in small rather than medium/large bags only. However, if you have been waiting for swatches for an order soon, please let us know. * As for our discounts: as part of the changes, we are not modifying at the moment the 15% purse forum special discount applicable to any purchase, which we enjoy extending to you (not in conjunction with other discounts should there be a special SALE) Again, all of the above should also mean that as processes are perfected, we can give a better service to each one of you! And one last note, Ignacio and I choose not to follow the IGNES purse forum comments as a way to give you the freedom of writing what you like without our knowledge. We have received feedback that sometimes if you are aware the designer is around the forum, you can feel the surveillance, and since you created the IGNES Ignes subforum yourselves, it should be your place to speak your mind with no restraint, you earned it! Having said that, we are open and happy to receive your comments, or your suggestions, always- To end this very long letter on an exciting note, I wanted to mention that we are working on new designs introduction, a collaboration with the Purse Forum, and a special sister (secret for now) website… With kind regards, and many thanks! Maria & Ignacio IGNES Co-founders
lionlaw OP Member Joined: Jul 2007 Posts: 5,895	__________________ ---- My collection http://forum.purseblog.com/your-bag-...on-269690.html Last edited by lionlaw; May 12th, 2009 at 05:34 PM.

May 12th, 2009, 05:17 PM	#2
lionlaw OP Member Joined: Jul 2007 Posts: 5,895	Just so there is no confusion- I have had NO input on the letter. Maria and Ignacio DO NOT monitor or even read postings on TPF. They wanted this letter posted and asked if I would do so.
lionlaw OP Member Joined: Jul 2007 Posts: 5,895	__________________ ---- My collection http://forum.purseblog.com/your-bag-...on-269690.html

May 12th, 2009, 05:31 PM	#3
tejava Member Joined: Jun 2008 Posts: 2,068	That's a great approach. Lionlaw: Have they resolved your issues for you?
tejava Member Joined: Jun 2008 Posts: 2,068

May 12th, 2009, 05:33 PM	#4
irainei Kissy Face! Joined: Aug 2008 Posts: 1,167	Amazing letter! And I feel so positive about the changes and upgrades they are making!!! ...but...how could they end the letter with such a TEASER!!! :(
irainei Kissy Face! Joined: Aug 2008 Posts: 1,167	__________________ Offspring of a Purseaholic...I was doomed from birth Scentsy! The Hottest New Thing in Candles! Our candles are wickless, flameless, smokeless and lead-free! Visit my website at www.scentsy.com/Raine!

May 12th, 2009, 05:34 PM	#5
No Cute Member Joined: Aug 2008 Posts: 7,561	Thanks for posting this. But I would rather not get such an online apology. It bothers me that they feel there needs to be some public apology. Anyway, just do what needs to be done to make excellent bags, and let me know of changes relevant to me. Is it obvious that I hate online apology letters? It feels really 3rd grade. (LL, please know I am not bothered that you posted it, not at all. Just bothered that it was asked of you, but then, given the date, I shouldn't reply at all since it's the worst date of year for me.) I'd have much rather gotten this in an email, but they may not know who is tPF and who is not. I think this is a letter to send out to their entire customer base on email. I do, however, love that they do not watch the subforum. That's awesome. Enough of us have a connection with them that we will share anything they ask, as you did LL. Thank you.
No Cute Member Joined: Aug 2008 Posts: 7,561

May 12th, 2009, 06:03 PM	#6
newbaglover Member Joined: Jul 2008 Location: spain Posts: 2,171	Thanks for posting this letter, LL. It seems they are recognizing their mistakes, and really want to make a fresh start. I think that maybe they wanted to apologize to each customer, but also to all the subforum as a whole, so they have done it this way, and I like it. I also love they dont sneak around this subforum, I LOVE our freedom to speak here, just talking our minds always ( from good to bad bag issues, cankles, or waxing... I always think of all of you like my friends, and love how warming we are here) About the changes, well I think they seem reasonable, but i will have to write to them, because my mum wanted a clutch in turquoise ostrich, so it is a bummer they are going to raise the price!, but it will be worth it if it make the bag to be only with the smooth ostrich part ( not the bumpy one, ecks!) I think this letter gives a lot of hope, at least for me. I know the fantastic Ignes I know is still there.
	__________________ My little collection: http://forum.purseblog.com/your-bag-...on-511812.html

May 12th, 2009, 06:43 PM	#8
Euridice Smoooossshh! Joined: Aug 2008 Location: Baltimore Posts: 6,410	I love that they did this, it's typical of the Ignes I fell in love with when I first came to TPF. It shows that even without reading the forum, that they are aware that things are not going completely well. I still think the main thing that they need to do is slow down and CHECK the bags like crazy, but that is obviously part of what they are doing. I don't understand why they are raising the price on the ostrich....does this really ensure that they will use just the best looking parts of the ostrich, as newbaglover is suggesting in post #6? I went back adn looked at that again. If it means it will look like the recent turquoise mini O and not Lionlaw's yellow messed up mini O, and thus make it less of a crap shoot, then it's okay. but if it's still a handbag-russian-roulette situation, then....hmm. Anyway, I am thrilled that they are working on something with TPF!! I have been wanting that!!
	__________________ Saving for an Ignes Luisa in glossy ink blue and OCC Lip Tars! Twitter Blog

May 12th, 2009, 07:26 PM	#9
Jane*Bond Member Joined: Sep 2008 Posts: 360	They are so nice at Ignes. They do realize that they were offering too much. Although we love it, for a small start-up, that is a lot to handle. They offer a lot more options in leathers, interiors and modifications than any other bespoke and for a fraction of the price. I agree with the approach to limit some of that - I am happy to sacrifice some variations to ensure that what I do get is of the highest possible quality.
Jane*Bond Member Joined: Sep 2008 Posts: 360

May 12th, 2009, 07:36 PM	#12
Ms.Lizardo Member Joined: Feb 2007 Location: Sunny South Florida Posts: 8,333	I am totally impressed with this letter. It speaks so very highly of Ignes that they chose to give an apology, admit mistakes, specify changes to be made, and not to evade issues or make up excuses. Very impressed indeed. Add to this that they respect and honor this forum, by not sneaking around and making gals feel unable to post their feelings and issues is very admirable of them. Euridice, NBL, and No cute hit the nail on the head there. While I am still waiting on my first bag from Ignes, I can honestly say when I see something like this, it makes me feel it won't be my last. Thanks LL for posting this. I am so looking forward to the new changes, styles, and website.
	__________________

May 12th, 2009, 11:02 PM	#13
tlloveshim <3 my puppy! Joined: Mar 2006 Location: The Great Plains Posts: 8,622	Thanks for posting, LL. I am glad they said what they have and are making changes to insure the best bags for everyone!
	__________________

May 13th, 2009, 12:27 AM	#14
duranie70 Handbag Addict Joined: Aug 2006 Location: NYC Posts: 3,244	I feel bad that they felt they had to make an apology. I always like Ignacio and thought he was so sweet and sincere. I have not dealt w/ Maria.. feel bad I won't be able to correspond w/ Ignacio anymore on any future orders. Am thinking tinted purple will never come to life if they are cutting back on all the leathers they offer. I love the company though. So sweet.

May 13th, 2009, 04:19 AM	#15
starkfan Member Joined: Jan 2009 Posts: 2,532	Thanks for posting this, lionlaw. Maria mentioned something like this when she was telling me about making changes to how they measure the strap drops, and I'm glad to see they've sent something out this soon already. I do kind of agree with No Cute that perhaps this is something that the general Ignes customer base needs to see as well, especially if any of them have had to deal with QC problems too, but perhaps we're the only ones making the bulk of the modification requests... I definitely like that they don't lurk around here, giving us the complete freedom to voice our opinions without feeling like we're being watched! As for the changes that they're implementing, I think for the most part they should definitely help things get better. Glad to see that they're looking at the strap drop measurements again, of course! Hopefully, the simplified leather offering won't reduce the options too drastically. I definitely like and appreciate that they offer all these bespoke options at a lower price point, and hopefully they'll be able to reach a balance that makes things more financially-viable for them whilst still giving us a nice variety of choices. I am slightly concerned about the upcoming change to the returns policy, though. Hopefully, they're not going to start denying returns for problems that they don't perceive as QC issues, or something like that. I'd also love to see them keep the free returns policy, since having to take the loss on the cost of shipping (in both directions) and customs duties (if applicable) is usually one of the biggest deterrents to sending a slightly-problematic bag back, for me at least. (Hence, the problematic RM that I'm stuck with!) If Ignes changes the free returns policy, though, I hope that they at least keep the low shipping charge and no customs duties offers, so that at least the cost of returns won't be that high on the customer! As for the ostrich, I hope this means that they'll be able to maintain the consistency of the skins used a little better now that they're raising the price!! I'm not really likely to get an ostrich bag, but it'd be good to know that the price hike would have a tangible justification in terms of final quality/consistency, too. lionlaw, I really hope they've resolved your issues for you. duranie, you raise an interesting point on the tinted leathers! I think the group of tinted leathers might be amongst the popular ones that they mentioned in the letter, so perhaps after things settle a bit again, they wouldn't be adverse to finding other colours from the tinted leather group...
starkfan Member Joined: Jan 2009 Posts: 2,532

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