Confused about what just happened with cs

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jelly-baby

jelly-baby

O.G.
Feb 2, 2009
969
2,501
#1
I ordered a WT bumbag in early October. it arrived six weeks later (just over a week ago). I read some posts about splits in the canvas by the zipper so gave mine the beady eye and sure enough mine had two small splits too. I sent pics to LV and was asked to send it in for review. They received it the next day (this morning). I have been having conversation with LV on WhatsApp and they said it would be reviewed and they’d be in touch with an update. I then heard nothing for the rest of the day until I receive an automated email saying they’d refunded me for my order. No phone call, no offer of replacement or exchange. Nada!!

Is this normal cs behaviour or really random?

As WT is a non-refundable item, I’m surprised they’ve not even spoken to me to ask if I want a replacement. I’m glad I have the funds back to spend again but I don’t get this blase approach :confused1:
 
#4
Because MWT is non-refundable you actually got a great resolution. I don't consider it a blase response, you got a full refund. When I had a defective item I was only given store credit. If you want to reorder you can. An exchange would be more time consuming for them.
 
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#5
calipursegal said:
Because MWT is non-refundable you actually got a great resolution. I don't consider it a blase response, you got a full refund. When I had a defective item I was only given store credit. If you want to reorder you can. An exchange would be more time consuming for them.
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Don‘t get me wrong, I’m not complaining at all. I’m kind of surprised at their lack of response. And because it’s MWT, I would’ve thought they would have wanted me to have a replacement bag or exchange - really anything other than a refund. I use the word blasé because it appears they were not fussed about the transaction and just sent the refund.

Yes, I can reorder. Although it won‘t be here in time for Christmas and tbh I don’t want the wait again and potentially another faulty item. I’ll just order something from the regular lines.
 
#7
jelly-baby said:
Don‘t get me wrong, I’m not complaining at all. I’m kind of surprised at their lack of response. And because it’s MWT, I would’ve thought they would have wanted me to have a replacement bag or exchange - really anything other than a refund. I use the word blasé because it appears they were not fussed about the transaction and just sent the refund.

Yes, I can reorder. Although it won‘t be here in time for Christmas and tbh I don’t want the wait again and potentially another faulty item. I’ll just order something from the regular lines.
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Perhaps if you had a regular item they would've offered an even exchange. With MWT you have to go in a pick your designs again, and I assume it was just faster and easier to give you a refund. Plus you might decide you wanted something different and if it's not an even exchange that's more work. So it's easier to just refund and move on. But they could've told you something before processing the refund.

When I had an exchange they actually recommended I do a return and then rebuy the item when it was in stock. So maybe that is their preference.
 
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#14
It is most definitely a blasé response. It doesn’t matter that you were refunded, that’s poor customer service to not even acknowledge it or offer an apology. I’ve heard of this happening before. At least you’ve got your money back, but I totally agree it’s a strange response. Suggests total indifference and lack of interest from the brand. A shame.
 
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#15
boyoverboard said:
It is most definitely a blasé response. It doesn’t matter that you were refunded, that’s poor customer service to not even acknowledge it or offer an apology. I’ve heard of this happening before. At least you’ve got your money back, but I totally agree it’s a strange response. Suggests total indifference and lack of interest from the brand. A shame.
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Thank you! I was starting to think I was overreacting :hrmm:

I have come to the conclusion that their customer service is great when you want to buy something but when you have a problem then that's a whole new ball game. I'd even say it borders passive aggressive. Even Tesco can stretch to an apology when you have an issue :lol:
 
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