Problems with quality + customer service--Would you hold off on buying another?

violinistgirl · Sep 24th, 2008, 03:06 AM

Hi ladies,
May I ask for your opinion please? I didn't want to hiijack these recent threads but my question is related to them (Very disappointed with RM customer service and RM.com CS... i know they are busy, but come on...)

I just received a MAM in cloud gray from shopdressonline, but have second thoughts about keeping it. Should I wait until the issues with quality and customer service improve?

Thanks for your advice!

this1chick · Sep 24th, 2008, 03:16 AM

i guess it depends on what your issue is? is it with shopdressonline (in which case i think the customer service is probably fine), or with the bag itself? if it's the bag, what is it specifically?

ivysun · Sep 24th, 2008, 03:36 AM

The only quality concern for cloud grey bags are the variation in leather. some cloud grey looks more brown than grey..So i would say whether to keep the bag depends on if you like the color..

IMO, RM is a GREAT BRAND and has AWESOME bags!!

violinistgirl · Sep 24th, 2008, 03:37 AM

More worried about the bag itself and dealing with RM's repair department. A couple people in the 1st thread mentioned problems with the Nikki, also a MAM, etc.

I don't want to fork over a chunk of my money only to run into problems later. I like to use my bags until...well, forever.

What do you think?

Quote:

Originally Posted by this1chick

i guess it depends on what your issue is? is it with shopdressonline (in which case i think the customer service is probably fine), or with the bag itself? if it's the bag, what is it specifically?

this1chick · Sep 24th, 2008, 03:49 AM

i think as long as you handle your bag with care, you shouldn't have any problems. the minor issues that people have had with MAMs is with the new blue / white lining bleeding -- there's a separate thread on that.

also, with the cloud grey, you might not get a matching strap if you order a Cloud Grey strap.

other than that i don't think you will have any issues if you treat your bag with

is this your first RM?

i don't think it's any reason to panic.

Joceybaby23 · Sep 24th, 2008, 10:07 AM

I agree with the others.

A rare occurence of bad customer service and a defective bag are not reasons to panick.
We have heard a few horror stories here but there are still hundreds of us on the Forum that own multiple RMs and have never had an issue.

happy942 · Sep 24th, 2008, 10:37 AM

Quote:

Originally Posted by this1chick

also, with the cloud grey, you might not get a matching strap if you order a Cloud Grey strap.

other than that i don't think you will have any issues if you treat your bag with

Ha, that's me she talking about there, the mis-matched strap. Other than that, though, I love my CG MAM. It does look darker than some of the CG pics, but I like it that way since it doesn't look too matchy if I'm wearing something else gray. I think the only major quality concern with the MAM thus far has been the handle issue, but the CG's have the new handles and I don't see mine having problems after about 2 months of regular wear. HTH!

lilita-a · Sep 24th, 2008, 11:04 AM

Violinisgirl I would reserch a little bit more, in the forum there are more stories about bad quality and service. I read threads from the past months and I found other peole with the same problem I am going thru or worst. Read other threads, that will help you to make a decission.

halocom · Sep 24th, 2008, 11:19 AM

violinistgirl, if you love the bag keep it. IMO, the quality variations and poor CS are not isolated occurrences. However, having seen the newer bags, like your cloud grey MAM, there have been definite improvements.

I think you should be aware of the potential issues you may encounter with the company so you can handle them appropriately (like being proactive in following up on repairs or knowing you might not get an exact color match for a strap). But, if you love it, enjoy it!!!

lolitablue · Sep 24th, 2008, 12:10 PM

Quote:

Originally Posted by halocom

violinistgirl, if you love the bag keep it. IMO, the quality variations and poor CS are not isolated occurrences. However, having seen the newer bags, like your cloud grey MAM, there have been definite improvements.

I think you should be aware of the potential issues you may encounter with the company so you can handle them appropriately (like being proactive in following up on repairs or knowing you might not get an exact color match for a strap). But, if you love it, enjoy it!!!

Amen to this!

littlerock80 · Sep 24th, 2008, 01:35 PM

If there is nothing wrong with the bag and you like it then there is no need to worry about anything. The handles on the new bags are sturdier and there's only been two people out of thousands that have had an issue with the new hardware. My Marc Jacobs patchwork stam bag had defective hardware that I had to get fixed but I didn't freak out and stop buying MJ.. it just happens every blue moon.

But if you simply don't like the bag than return it and get something that you do like!!

lunatwinkle · Sep 24th, 2008, 01:56 PM

Quote:

Originally Posted by Joceybaby23

I agree with the others.

A rare occurence of bad customer service and a defective bag are not reasons to panick.
We have heard a few horror stories here but there are still hundreds of us on the Forum that own multiple RMs and have never had an issue.

Yup, that's me.

I bought a Wine MAM with new hardware in June from RM.com and I haven't had a single problem with it.

HitchcockBlonde · Sep 24th, 2008, 06:43 PM

Unfortunately the construction/repair issues are real, and also unfortunately it doesn't really have anything to do with how nicely you treat the bag -- some of them just have defects. I am very nice to all my bags, and two of them still got construction issues very quickly. However, the other ones didn't. I believe (and others I showed them to agree) these are manufacturing and construction defects. My perception is that it is the bigger bags (MAB, Market) that have the most issues with handles and construction and bearing normal weight; but some of the other stuff (hardware etc) is just random.

Having said that, the bags are beautiful, and the company is much better now with repairs. Also it seems that they are learning to construct the bags in a better way. For me, only time will tell if they make improvements that make these bags hold up to their retail value. I am hopeful that they will. So for now, I would say, if you love the bag, take a chance and keep it. You might be lucky and have gotten one without any issues esp. if it was made more recently. Just be informed of what to look out for.

One more thing, buy from a good online vendor like Luna Boston and use AmEx if possible in case there are any issues, you will have extra support/protection.

Good luck :)

tanmon · Sep 24th, 2008, 07:04 PM

Quote:

Originally Posted by HitchcockBlonde

Unfortunately the construction/repair issues are real, and also unfortunately it doesn't really have anything to do with how nicely you treat the bag -- some of them just have defects. I am very nice to all my bags, and two of them still got construction issues very quickly. However, the other ones didn't. I believe (and others I showed them to agree) these are manufacturing and construction defects. My perception is that it is the bigger bags (MAB, Market) that have the most issues with handles and construction and bearing normal weight; but some of the other stuff (hardware etc) is just random.

Having said that, the bags are beautiful, and the company is much better now with repairs. Also it seems that they are learning to construct the bags in a better way. For me, only time will tell if they make improvements that make these bags hold up to their retail value. I am hopeful that they will. So for now, I would say, if you love the bag, take a chance and keep it. You might be lucky and have gotten one without any issues esp. if it was made more recently. Just be informed of what to look out for.

One more thing, buy from a good online vendor like Luna Boston and use AmEx if possible in case there are any issues, you will have extra support/protection.

Good luck :)

good suggestion.

i had 3 rms and 1 of them developed hardware issue on its 2nd day carried. while rm is currently repairing it, i'm cautious about purchasing future preorders because it seems the delivery dates are delayed --- sometimes to the point where the initial excitement of ordering the bag has waned so that you don't even want it anymore --- especially at full price and no returns.

if i came across another nikki whose color i love like concord, wine or navy luxe, i would likely buy it and keep my fingers crossed the panels are uniform and the hardware remains secured to the side. rm's designs and leathers are really extraordinary.

it's the occasional unfortunate defect, inconsistent cs and discounts which make some fans gun shy about adding to their rm collection.

fabae · Sep 24th, 2008, 07:48 PM

If you have it in your hands and love it, I wouldn't worry about "what ifs" and "maybes".

Sep 24th, 2008, 03:06 AM	#1
violinistgirl Member Location: San Francisco	Problems with quality + customer service--Would you hold off on buying another? Hi ladies, May I ask for your opinion please? I didn't want to hiijack these recent threads but my question is related to them (Very disappointed with RM customer service and RM.com CS... i know they are busy, but come on...) I just received a MAM in cloud gray from shopdressonline, but have second thoughts about keeping it. Should I wait until the issues with quality and customer service improve? Thanks for your advice!

Sep 24th, 2008, 03:16 AM	#2
this1chick Gary Payton=my hero Location: Westsiiiiiiiide	i guess it depends on what your issue is? is it with shopdressonline (in which case i think the customer service is probably fine), or with the bag itself? if it's the bag, what is it specifically? __________________ but still looking................... Hayden Panettiere's Wine MAB (full-size) Special Order APPROVED, SIGN UP HERE!

Sep 24th, 2008, 03:49 AM	#5
this1chick Gary Payton=my hero Location: Westsiiiiiiiide	i think as long as you handle your bag with care, you shouldn't have any problems. the minor issues that people have had with MAMs is with the new blue / white lining bleeding -- there's a separate thread on that. also, with the cloud grey, you might not get a matching strap if you order a Cloud Grey strap. other than that i don't think you will have any issues if you treat your bag with is this your first RM? i don't think it's any reason to panic. __________________ but still looking................... Hayden Panettiere's Wine MAB (full-size) Special Order APPROVED, SIGN UP HERE!

Sep 24th, 2008, 10:07 AM	#6
Joceybaby23 Hopelessy Devoted.. Location: PA	I agree with the others. A rare occurence of bad customer service and a defective bag are not reasons to panick. We have heard a few horror stories here but there are still hundreds of us on the Forum that own multiple RMs and have never had an issue. __________________ Wishlist: RM Ostrich Nikki, RM Studded Devote My collection: RM Noir MAB Luxe, RM Chocolate Nikki, RM Double Cream Nikki; RM Cloud Gray Nikki; RM Night Nikki; RM Iris Nikki, RM Light Gray Matinee; RM Tomato Nikki; RM Ocean Nikki; RM Wine Matinee; RM Wine Nikki; RM Night Matinee; Kooba Ada (black); Kooba Jillian (bourbon); Kooba Ginger (black); Marc Jacobs Tote (cream); Marc Jacobs Heidi satchel (poppy); Kale XL Utility (black)

Sep 24th, 2008, 01:35 PM	#11
littlerock80 ~~Stop the Madness~~ Location: East Coast	If there is nothing wrong with the bag and you like it then there is no need to worry about anything. The handles on the new bags are sturdier and there's only been two people out of thousands that have had an issue with the new hardware. My Marc Jacobs patchwork stam bag had defective hardware that I had to get fixed but I didn't freak out and stop buying MJ.. it just happens every blue moon. But if you simply don't like the bag than return it and get something that you do like!! __________________ My RM collection: http://forum.purseblog.com/rebecca-minkoff/litterockc-complete-rm-collection-least-now-many-pics-351649.html I found my HG bag: An 07 JAUNE BRIEF with RH

Sep 24th, 2008, 03:36 AM	#3
ivysun Member	The only quality concern for cloud grey bags are the variation in leather. some cloud grey looks more brown than grey..So i would say whether to keep the bag depends on if you like the color.. IMO, RM is a GREAT BRAND and has AWESOME bags!!

Sep 24th, 2008, 11:04 AM	#8
lilita-a Member	Violinisgirl I would reserch a little bit more, in the forum there are more stories about bad quality and service. I read threads from the past months and I found other peole with the same problem I am going thru or worst. Read other threads, that will help you to make a decission.

Sep 24th, 2008, 11:19 AM	#9
halocom Member	violinistgirl, if you love the bag keep it. IMO, the quality variations and poor CS are not isolated occurrences. However, having seen the newer bags, like your cloud grey MAM, there have been definite improvements. I think you should be aware of the potential issues you may encounter with the company so you can handle them appropriately (like being proactive in following up on repairs or knowing you might not get an exact color match for a strap). But, if you love it, enjoy it!!!

Sep 24th, 2008, 06:43 PM	#13
HitchcockBlonde Member	Unfortunately the construction/repair issues are real, and also unfortunately it doesn't really have anything to do with how nicely you treat the bag -- some of them just have defects. I am very nice to all my bags, and two of them still got construction issues very quickly. However, the other ones didn't. I believe (and others I showed them to agree) these are manufacturing and construction defects. My perception is that it is the bigger bags (MAB, Market) that have the most issues with handles and construction and bearing normal weight; but some of the other stuff (hardware etc) is just random. Having said that, the bags are beautiful, and the company is much better now with repairs. Also it seems that they are learning to construct the bags in a better way. For me, only time will tell if they make improvements that make these bags hold up to their retail value. I am hopeful that they will. So for now, I would say, if you love the bag, take a chance and keep it. You might be lucky and have gotten one without any issues esp. if it was made more recently. Just be informed of what to look out for. One more thing, buy from a good online vendor like Luna Boston and use AmEx if possible in case there are any issues, you will have extra support/protection. Good luck :)

Sep 24th, 2008, 07:48 PM	#15
fabae Member Location: The South	If you have it in your hands and love it, I wouldn't worry about "what ifs" and "maybes". __________________ No bags until 2009!!!