Brand new bag broken

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absolutpink

absolutpink

O.G.
Aug 14, 2006
2,791
1,820
#1
My store doesn’t open for another few hours, so I’m looking for some experiences/thoughts before I can call them.

I received the multi pochette accessories for Christmas and just last night the zipper pull broke, see attached.

I dont necessarily baby my bags, but I’m far from rough with them. I have a closet full of designer bags and have never had one break before. Especially after a week of very light use, I’ve barely left the house!

I called customer service this morning and they advised that I have to take it to my store to have it assessed. From there they will determine if they can fix it in store or if they have to send it away for repair. She told me that repairs are taking 26-52 weeks right now!

Does anyone know if this can be fixed in store? Or have experiences with anything similar?

Tbh, I’m incredibly frustrated. I opened the bag on Christmas Day and noticed a rip in the leather and it was almost like the tan print had bled into the black on the bigger bag. I was able to exchange it for a new one the next day, but they didn’t make it easy. Now this one is broken. I will be so upset if I have to send it away for months just for a small repair.

Thanks in advance for any responses. D539F578-6706-49CE-A6EA-67967A5672BA.jpeg
 
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#3
BULL said:
This should be easily replaced in store while you wait. The worst case is that they will order this exact kinda zipper pull. But it won't be half a year.
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That’s great news, thank you! She told me that if I have to send it away for repair, it’s a minimum of 26 weeks from Canada
 
#7
coloradolvr said:
I agree it should be easily fixed. I would be more concerned about the rip in the leather as that cannot be fixed. I hope they will take care of you!
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They reluctantly exchanged that bag because I took it back immediately and it was clear that it hadn’t been used.

MarryMeLV_Now said:
I am very sorry that this happened to your Xmas present :sad: hope they’ll fix it for you very soon :hugs:
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Thank you!

BULL said:
Well, I understand that they are very cautious with words on the phone, so that they don't promise anything unrealistic. If it would be the actual tipper itself, that would need the top to be disassembled and sewn back together. But since it is just a broken pull, piece of cake :smile:
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Makes sense and good to know!
 
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#11
I'm glad they repaired it for you. This reminds me of an in-store incident in Paris years ago. Went in to purchase a Lockme Ever BB. When the sales associate is ready to take it to the back to wrap it up, he picks up the bag from the top handle and the top handle just breaks off completely and the bag fell to the floor. He looked almost embarrassed and tried to cover it up so no one would see. What I found funny was he was trying to reattach the handle as if was velcro and then looks at me and says, we might have to send this into repair. I purchased it 30 seconds ago. Needless to say, I asked for a straight refund. But the fact that he tried to sway me into just having it repaired and coming in to pick it up again during my vacation had me flabbergasted - "Are you kidding me?"
 
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#12
BettyLouboo said:
I'm glad they repaired it for you. This reminds me of an in-store incident in Paris years ago. Went in to purchase a Lockme Ever BB. When the sales associate is ready to take it to the back to wrap it up, he picks up the bag from the top handle and the top handle just breaks off completely and the bag fell to the floor. He looked almost embarrassed and tried to cover it up so no one would see. What I found funny was he was trying to reattach the handle as if was velcro and then looks at me and says, we might have to send this into repair. I purchased it 30 seconds ago. Needless to say, I asked for a straight refund. But the fact that he tried to sway me into just having it repaired and coming in to pick it up again during my vacation had me flabbergasted - "Are you kidding me?"
Click to expand...
Absolutely shocking!! What was he thinking? I’m sure you were upset by his behaviour.
 
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#13
Did you feel like the bag is still in same condition after they replaced the pull? I just got my replacement for a return of the pochette Métis and upon inspection the zipper pull is clearly broken and the rest of the bag is perfect. So I’m torn between replacing it again or asking the store to swap the pull.

image.jpg
 
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