Back in January I took my empriente twice in for glazing issues on the strap. I also noticed that the bag was sewn very crooked. The repair manager agreed that there was something wrong with the strap and they would replace it for free, but the way the bag was sewn/shaped was because of the way I put my things inside the bag and I needed to "rotate things inside" to "stretch the other side out" .... which made no sense. But I loved the twice and could deal with it since it had been discontinued.
Fast forward 2 weeks and I get the bag bag from repair and the new strap is TOO SHORT. My original twice had 7 holes on the strap and the new one had only 5 holes. I hadn't even left the store and told them something was wrong with it. The repair manager basically told me I was crazy and the twice never had a 7 hole strap. And if I wanted the strap to hang lower on me I should take it to a tailor and have them punch extra holes in it .
I then took the bag to another local LV and they agreed with me and said somewhere they messed up on the repair but I had to take it back to the original store that sent it out for repair.
I was so frustrated at this point I took the bag back and they said they would "look into it" . They call me not even an hour later and say I'm pretty much out of luck there is no such thing as a 7 hole strap and so on. (I doubt she even looked into it)
After doing my research on here and with friends that have the same bag I now know that there indeed were 2 different versions of the twice that had 5 or 7 holes on the strap. So I prepared myself with all the info and called corporate. The first person that was helping me said the same thing as the store, there was no 7 hole strap blah blah. The second person that was helping me contacted the repairs department and they said they threw the old strap away - too bad so sad. And then that client service advisor went on bedrest and wasn't working anymore.
I finally got another advisor at corporate that went above and beyond to help me.
She also researched and saw that there were 2 versions of the strap. When she contacted the repairs department they told her "oh well" we threw the old strap away so we can't even check. She then escalated to her supervisors boss and they came to the conclusion that something went wrong and this should have all been resolved by the repair manager at my store when I took it back to them.
So 5 months later and they finally said I could take the bag in as damaged and get a store credit because the twice is discontinued. If they would have fixed this issue 4 months ago I would have had a chance at still finding another
Fast forward 2 weeks and I get the bag bag from repair and the new strap is TOO SHORT. My original twice had 7 holes on the strap and the new one had only 5 holes. I hadn't even left the store and told them something was wrong with it. The repair manager basically told me I was crazy and the twice never had a 7 hole strap. And if I wanted the strap to hang lower on me I should take it to a tailor and have them punch extra holes in it .
I then took the bag to another local LV and they agreed with me and said somewhere they messed up on the repair but I had to take it back to the original store that sent it out for repair.
I was so frustrated at this point I took the bag back and they said they would "look into it" . They call me not even an hour later and say I'm pretty much out of luck there is no such thing as a 7 hole strap and so on. (I doubt she even looked into it)
After doing my research on here and with friends that have the same bag I now know that there indeed were 2 different versions of the twice that had 5 or 7 holes on the strap. So I prepared myself with all the info and called corporate. The first person that was helping me said the same thing as the store, there was no 7 hole strap blah blah. The second person that was helping me contacted the repairs department and they said they threw the old strap away - too bad so sad. And then that client service advisor went on bedrest and wasn't working anymore.
I finally got another advisor at corporate that went above and beyond to help me.
She also researched and saw that there were 2 versions of the strap. When she contacted the repairs department they told her "oh well" we threw the old strap away so we can't even check. She then escalated to her supervisors boss and they came to the conclusion that something went wrong and this should have all been resolved by the repair manager at my store when I took it back to them.
So 5 months later and they finally said I could take the bag in as damaged and get a store credit because the twice is discontinued. If they would have fixed this issue 4 months ago I would have had a chance at still finding another