Ladies, I know this is a 'first world' problem but this is rather important to me. Also if I don't get the resolution I want and mulberry don't stand by their product I will NEVER purchase anything from them again. I am not sure whether or not I am misinterpreting things but here goes.
So as you all know I have had some issues with my two lily bags which meant I had to send both my black buffalo shine regular lily (bought from selfridges almost 2 years ago) and my medium black nickel lily (bought in April this year and then replaced in May due to a fault, so it is the replacement that has the new fault). Basically the chain handles on both bags have discoloured. It started on my lily a while ago but I only really realised it was an issue when the same happened to the nickel medium lily and a lovely tpf lady mentioned the issue with hers (regular lily has gold hardware so changing to bronze was not as noticeable as changing to bronze on silver hardware). My regular lily was an occasional bag so did not get frequent use.
Anyways I sent both my bags for repair and received an email saying they had received the bags and the repair would be straightforward. That was about 3 weeks ago.
Today however I receive an email that reads
"Thank you for returning your Mulberry Lily for our attention and appraisal.
We are always grateful for any feedback from our customers and would like to thank you for taking the time and trouble to return your item to us.
We pride ourselves on our reputation for quality products and service and as you can imagine we take this extremely seriously. All our components, material and products undergo rigorous quality checking before during and after production. However unfortunately from time to time a product slips through our carefully maintained quality net but we would like to assure you this is rare.
Unfortunately it is not possible to repair the item and, no longer being part of our stocked range, we are unable to offer an exact replacement. However please choose an alternative product by viewing our website www.mulberry.com or Mulberry gift vouchers to the price you paid of £475.The vouchers are valid for one year and can be used in any stand alone, off-price or airport store. They cannot be used on line or any concession stores. Please let me know how you would like to proceed and I can process this for you."
Now what exactly is this email saying. Does it mean I can choose an alternative regular lily (black grainy regular lily with soft gold components is a very close match) which now costs £750 or vouchers for the original price? Or is it saying I can choose a product up to £475 or vouchers up to £475.
So this is what potentially ANGERS me because if it is the latter (product up to £475 then that is unacceptable as I can no longer get a lily for that price). I want my lily. I paid for a lily in good faith 2 years ago which was in perfect condition except for a defect that they have admitted is through NO FAULT of mine. It is the same defect that my NEW medium lily has so clearly it must be a fault with their production. I think they should send me the very similar regular lily that retails for £750 now as it is not my fault that their price increases have been so exorbitant!!!! I do not see why I should have to pay any more for a bag that I owned due to THEIR inflation.
So do you see my dilemma? What would you do in my situation? You ladies know that I am (or used to be) a Mulberry fan. However when I bought these bags as 'investment pieces' I did not realise that an investment meant less than 2 years.
If I do not get a regular lily as a replacement (and my medium lily back ) I can honestly say I am DONE with mulberry as it means their product is not worth buying. And this from someone who owns a very large mulberry collection.
Help!!!!
So as you all know I have had some issues with my two lily bags which meant I had to send both my black buffalo shine regular lily (bought from selfridges almost 2 years ago) and my medium black nickel lily (bought in April this year and then replaced in May due to a fault, so it is the replacement that has the new fault). Basically the chain handles on both bags have discoloured. It started on my lily a while ago but I only really realised it was an issue when the same happened to the nickel medium lily and a lovely tpf lady mentioned the issue with hers (regular lily has gold hardware so changing to bronze was not as noticeable as changing to bronze on silver hardware). My regular lily was an occasional bag so did not get frequent use.
Anyways I sent both my bags for repair and received an email saying they had received the bags and the repair would be straightforward. That was about 3 weeks ago.
Today however I receive an email that reads
"Thank you for returning your Mulberry Lily for our attention and appraisal.
We are always grateful for any feedback from our customers and would like to thank you for taking the time and trouble to return your item to us.
We pride ourselves on our reputation for quality products and service and as you can imagine we take this extremely seriously. All our components, material and products undergo rigorous quality checking before during and after production. However unfortunately from time to time a product slips through our carefully maintained quality net but we would like to assure you this is rare.
Unfortunately it is not possible to repair the item and, no longer being part of our stocked range, we are unable to offer an exact replacement. However please choose an alternative product by viewing our website www.mulberry.com or Mulberry gift vouchers to the price you paid of £475.The vouchers are valid for one year and can be used in any stand alone, off-price or airport store. They cannot be used on line or any concession stores. Please let me know how you would like to proceed and I can process this for you."
Now what exactly is this email saying. Does it mean I can choose an alternative regular lily (black grainy regular lily with soft gold components is a very close match) which now costs £750 or vouchers for the original price? Or is it saying I can choose a product up to £475 or vouchers up to £475.
So this is what potentially ANGERS me because if it is the latter (product up to £475 then that is unacceptable as I can no longer get a lily for that price). I want my lily. I paid for a lily in good faith 2 years ago which was in perfect condition except for a defect that they have admitted is through NO FAULT of mine. It is the same defect that my NEW medium lily has so clearly it must be a fault with their production. I think they should send me the very similar regular lily that retails for £750 now as it is not my fault that their price increases have been so exorbitant!!!! I do not see why I should have to pay any more for a bag that I owned due to THEIR inflation.
So do you see my dilemma? What would you do in my situation? You ladies know that I am (or used to be) a Mulberry fan. However when I bought these bags as 'investment pieces' I did not realise that an investment meant less than 2 years.
If I do not get a regular lily as a replacement (and my medium lily back ) I can honestly say I am DONE with mulberry as it means their product is not worth buying. And this from someone who owns a very large mulberry collection.
Help!!!!