I bought a mini Desiree in March, and by July the glazing along the strap and edges has started peeling. I contacted BV and sent them photos along with all other required information and they said it would take up to 15 days for the repair team to make an assessment. Well, almost 6 months later they still haven’t responded. I have followed up be email multiple times and each time they apologize for the delay and assure me I will hear from the team soon. I’m frustrated with their lack of care and i haven’t carried this purse since I noticed the problem out of fear that it’ll get worse. This experience has discouraged me from buying from BV in the future. Has anyone had a better experience with their repair process? Or any suggestions how to proceed from here?
Bottega Veneta Repair process
- Thread starter dreamlet
- Start date
I'd reach out to Modern Leathers (they do repairs for Bottega)
They are located at 2 West 32nd St, NYC & phone is 212.279.3263
They also have a "VIDEO CHAT on their website which should help answer any & all of your questions
Good luck!
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Thanks for the reply. I’d really like BV to handle this themselves, since the bag was barely 4 months old when I noticed the problem and I think it’s a quality issue. If they don’t respond, I’ll try Modern Leathers.
I agree that BV should take care of the problem. It is not up to you to reach out to anyone else about doing a repair on a 4 month old purse that cost over $3000!
Thank you, @Nibb. I wouldn’t touch Modern Leather with a ten foot pole. The last two BV repairs I sent them were irretrievably shoddy poor work and I never gave them another chance, after years of giving them my BV business. @jbags has another horror story about ML.
@dreamlet can you call and escalate to a manager, or deal with a manager at your local BV? The last time I had BV do a repair it was a lengthy process but not six months! If you can, take in printed copies of your email exchanges. They should have you in their system already.
Thank you for the warning about Modern Leather.
Good advice to escalate by phone or in person. I haven't gone into my local store about it only because the bag was purchased in Hawaii, and I'm in Canada. I'm not sure if BV has access to international records. But I do have the receipt and the email thread, which should be sufficient. I'll give that a shot after the New Year!
I am so sorry you are experiencing this issue @dreamlet 
There is a youtuber whose bag videos i enjoy - Romina Rose May. She had an issue this year with a mini Jodie, reached out to BV as u did, and after an initial contact, they’ve ignored her for months. Her issue was clearly a bag defect too, and BV failed to follow through with her (thus far).
In terms of using Modern Leather, i agree with @indiaink — i advise against using them. My last experience was horrible….beyond shoddy work….. they ruined a special cabat, and how they handled it all, how they treated me, was terrible too.
Another BVette who also had a bad experience with Modern has recommended Rago Brothers to me - they are out of New Jersey. I need to get a lining replaced (totally forgot about it), and if they do a good job i will use them for some work i would like to have done on a couple of other BV bags too. Once i finally get around to it (soon!) i will update here.
There is a youtuber whose bag videos i enjoy - Romina Rose May. She had an issue this year with a mini Jodie, reached out to BV as u did, and after an initial contact, they’ve ignored her for months. Her issue was clearly a bag defect too, and BV failed to follow through with her (thus far).
In terms of using Modern Leather, i agree with @indiaink — i advise against using them. My last experience was horrible….beyond shoddy work….. they ruined a special cabat, and how they handled it all, how they treated me, was terrible too.
Another BVette who also had a bad experience with Modern has recommended Rago Brothers to me - they are out of New Jersey. I need to get a lining replaced (totally forgot about it), and if they do a good job i will use them for some work i would like to have done on a couple of other BV bags too. Once i finally get around to it (soon!) i will update here.
I had a BV repair service done and had a great experience. I highly recommend you go to a boutique in person. It shouldn’t matter that you bought the bag in Hawaii. It’s still their product.
My experience: The strap on my mini pouch needed mending or replacement (the leather came out of the stitch) and I went into my BV boutique. They took a look and filled out a service form with photos of my damage. I got a printed copy of the service form, they took my bag, and told me they would text me in a week with an update on what the timeline would be after BV looked at the service form photos. They did say it could be weeks/months. A week later I got a text that I could pick up my bag and keep it at home and that they would send me a replacement strap in the mail free of charge. Got my strap many weeks later and it was perfect.
My experience: The strap on my mini pouch needed mending or replacement (the leather came out of the stitch) and I went into my BV boutique. They took a look and filled out a service form with photos of my damage. I got a printed copy of the service form, they took my bag, and told me they would text me in a week with an update on what the timeline would be after BV looked at the service form photos. They did say it could be weeks/months. A week later I got a text that I could pick up my bag and keep it at home and that they would send me a replacement strap in the mail free of charge. Got my strap many weeks later and it was perfect.
I am so sorry to hear about your experience. Maybe it is a US specific issue with the service? Here in Europe they are absolutely phenomenal! I have had 2 cabats sent in for refurbishment as well as a jacket for repairs (twice) once for defective zipper and second time for the same zipper as well as pockets ripping and they actually ended up changing the design slightly to make the construction more durable. (Free of charge).
Customer care was always super responsive, free pick up and shipping and continuous updates and everything was meticulously packaged when returned.
I also sometimes been in touch with customer care with general questions and they are always so helpful.
I live in Scandinavia, but it was always Italy handling the repairs and servicing.
Sorry to hear about these experiences with Modern. Our experiences will vary &I am so sorry you are experiencing this issue @dreamlet
There is a youtuber whose bag videos i enjoy - Romina Rose May. She had an issue this year with a mini Jodie, reached out to BV as u did, and after an initial contact, they’ve ignored her for months. Her issue was clearly a bag defect too, and BV failed to follow through with her (thus far).
In terms of using Modern Leather, i agree with @indiaink — i advise against using them. My last experience was horrible….beyond shoddy work….. they ruined a special cabat, and how they handled it all, how they treated me, was terrible too.
Another BVette who also had a bad experience with Modern has recommended Rago Brothers to me - they are out of New Jersey. I need to get a lining replaced (totally forgot about it), and if they do a good job i will use them for some work i would like to have done on a couple of other BV bags too. Once i finally get around to it (soon!) i will update here.
interesting enough, Modern did a repair on my Cabat & it was better than expected & they also did a
repair on a BV knot that I had with hematite corners that I inadvertently dropped, they were able
to hammer the dent out & I was pleased.
Rago Brothers has a good reputation & perhaps Docride who is also a bag specialist may have
a suggestion.
BV really needs to step up to the plate with their communication in regard to repairs.
Good luck with your repair, @dreamlet
Thank you! I’ve actually used Rago Bros to repair some scratches on a Celine box bag, but haven’t used them for anything else. If BV fails to come through I may contact them for an estimate.Home
Mail-in and in-shop repairs. Our leather masters fix and refinish purses, handbags, shoes, boots, designer sneakers and more. Satisfaction guaranteed.www.ragobrothers.com
Its wonderful Modern did a great job on your Cabat and Knot. Thats the beauty of investing in these amazing bags, they can be repaired so we can continue to enjoy them for many years
I wish my experience had been better with them…….Experiences can definitely vary….depending on how does the actual work i guess. How they handled my situation though was as disappointing as the work.Its interesting you mention Docride — i’m not sure how many BV bags she is willing to work on since H bags keep her busy, but the member i moved my Peltro Cabat onto, sent it to Docride to see what she could do with it, and she worked to recreate a useable and interesting looking bag. I sent a vintage BBK to her a couple months ago, and she did an amazing job on it as well, so i highly recommend Docride
