I have had nothing but hassle and extremely long waits while dealing with Marc Jacobs Repairs (MJR).
My DW's Classic Q Little Ukita bag strap had a "dog leash" fail (see pic 1). Contacted Josh @ MJR and he got me an SRO right away. (I bought the bag for her as a Valentines gift last year)
The entire bag and strap (as requested by MJR) was received @ MJR on 3/16. It was "repaired" and finally returned on 4/13. The "repair" was horrible (see pic 2, 3). It looked like they put the hardware in a vise and hammered it back together. It would not turn freely, and bind up. Unacceptable.
Contacted Josh immediately and ask for this to be resolved. I was told a new strap was not possible. I asked for them to issue a return label and it be fixed correctly. His only option to me was to send it back in again (on my dime), but only the strap was needed this time. He promised "it would rushed and back to me in no time". I was not satisfied and asked to speak to the person in charge of the facility and apparently he is the person in charge. He would not issue a return label on the botched repair.
Reluctantly I did send the strap back on my dime. DW would love to use the bag as designed, it is her day to day bag.
The strap was received @ MJR on 5/23. It is now 7/12 and I still have not received the strap back. I have been in constant communication asking for updates and when it will be completed, only to go unanswered or told "we are backed up", or "I'll check on it" and my favorite "I should have it back to you by the end of the week (that was on 6/18!)".
Hope you guys/gals have better luck than I have. My DW hopes to get the properly repaired strap back sometime this year........