I bought a beautiful Dark Birch Note bag from LN-CC that was shipped from Italy. In the first 5 days of wearing, the back of the magnetic clasp fell off several times. Given that I really love the look of the bag, I really wanted to keep the bag. I screwed the loose piece back into place until it felt secure but it still loosened up within a day or so. So I contacted Burberry customer service via email to invoke their warranty, attaching my purchase receipt and a couple of pics. They directed me to go to my local Burberry store to have them look at it, which I did. The store told me they couldn't do anything because I didn't buy it from an official Burberry store. They were however, more than happy to offer a repair service which I would need to pay for.
Luckily I'm still in the timeframe to return the bag but frankly, I'm shocked that Burberry charges >$1000 for a bag but not provide any customer service or basic warranty in return. A clasp falling off seems like $30 bag to me. Has their quality nosedived in the past few years or is this typical for the brand? I do love the look but am a hesitant to request an exchange from LN-CC in case something similar happens with the replacement bag.
Luckily I'm still in the timeframe to return the bag but frankly, I'm shocked that Burberry charges >$1000 for a bag but not provide any customer service or basic warranty in return. A clasp falling off seems like $30 bag to me. Has their quality nosedived in the past few years or is this typical for the brand? I do love the look but am a hesitant to request an exchange from LN-CC in case something similar happens with the replacement bag.
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