Customer Service/Quality Control issues post here.
- Thread starter *suzi*
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Well, if you are "lucky" like us gals in RM you wouldn't need it to be stickied because it is bumped on a daily basis.
Suzi- you are doing fantastic in here. Good work! (ok sorry for OT chatter)
Well, if you are "lucky" like us gals in RM you wouldn't need it to be stickied because it is bumped on a daily basis.
Suzi- you are doing fantastic in here. Good work! (ok sorry for OT chatter)
Why thank you, Littlerock.
You should try a BE.
One of my first designer bags (after Coach & Dooney) was a RM chocolate MAM and then there was no turning back.
Okay - :busted :back2topic:
Ladies, I think it's very unfortunate that CS/QC issues have been posted on other forums, yet not here?? This thread should be utilized for that very purpose. Anyway, I'll start!
Black and grey matte
The difference between the two, imo is very significant. I was led to believe that they were of the same durability, and thickness.....and they are NOT! The grey showed signs of wear, almost immediately on the corners. Not 100% sure, but I do think that my black matte is prob from when Jackie had the workshop in Spain. This may explain the difference in some of the current leathers compared to back then, of which I am eternally grateful for, as it is such a hardy leather for travel. The bag may lack colour, but it's destructiblity knows no bounds!
Drawstrings
The drawstrings on my TMA have split which is disappointing, maybe the edges could actually be stitched rather than glued, which would keep them intact, as they do see alot of action. Not sure if the new ones already have this?
Fiamma Red AP
Again, this is very delicate, after a few uses the leather showed up scratches, and wear on the corners pretty quickly. I have a real Hate/Hate relationship with the zipper pulls, on both the red and my mottled silver AP.....too stiff and they come off easily, and I'm not heavy-handed! Maybe use stronger rings? DIY job fixed that pronto.
Customer Service
After noticing my TMA came without a label, I contacted BE to request a label, thinking I could just glue one in. However was told they had to be sewn in, after exchanging emails, photos, and t/calls I requested this be done, courtesy of BE (although my word should have been taken!) Shipping costs were covered both ways, and bag sent back to the workshop in Italy. Very prompt, took 2 weeks altogether. I was a happy bunny!
Packaging
As others have stated, I think their packaging definately needs an overhaul, especially at this price point. The hardware being covered, to avoid scratches on the leather. The bag shrink-wrapped then placed in a dustbag, with much sturdier boxes. I think AP's should come standard with a dustbag, I recieved one with one AP, but not the other. I do think they too should be sent in boxes, rather than cheap brown paper. Seriously, my DVD's that I order from overseas have come better packaged, and shipping is much cheaper!
Concerns
One of the things that has stood out for me lately, is hearing about the disappointment among customers, mainly in which the way Jackie has dealt with their issues. This is in addition to the quality of the bags not living up to their expectations, and the hype surrounding it, or receiving the wrong order. Whilst any discounts or freebies given are discretionary, which she is fully entitled to do, it would be condusive for BE to be more consistent, whether you're a one-off or a frequent buyer. But, I can understand how it would leave a bad taste with some, as it would be deemed unfair, and some ladies have NOT been dealt with in this manner, which BE needs to sort out.
BE are still relatively small and it's pretty obvious the majority of their business is from the PF, so they can't afford to lose valuable custom, especially thru these economic times, and they ARE rough!
Black and grey matte
The difference between the two, imo is very significant. I was led to believe that they were of the same durability, and thickness.....and they are NOT! The grey showed signs of wear, almost immediately on the corners. Not 100% sure, but I do think that my black matte is prob from when Jackie had the workshop in Spain. This may explain the difference in some of the current leathers compared to back then, of which I am eternally grateful for, as it is such a hardy leather for travel. The bag may lack colour, but it's destructiblity knows no bounds!
Drawstrings
The drawstrings on my TMA have split which is disappointing, maybe the edges could actually be stitched rather than glued, which would keep them intact, as they do see alot of action. Not sure if the new ones already have this?
Fiamma Red AP
Again, this is very delicate, after a few uses the leather showed up scratches, and wear on the corners pretty quickly. I have a real Hate/Hate relationship with the zipper pulls, on both the red and my mottled silver AP.....too stiff and they come off easily, and I'm not heavy-handed! Maybe use stronger rings? DIY job fixed that pronto.
Customer Service
After noticing my TMA came without a label, I contacted BE to request a label, thinking I could just glue one in.
However was told they had to be sewn in, after exchanging emails, photos, and t/calls I requested this be done, courtesy of BE (although my word should have been taken!) Shipping costs were covered both ways, and bag sent back to the workshop in Italy. Very prompt, took 2 weeks altogether. I was a happy bunny!Packaging
As others have stated, I think their packaging definately needs an overhaul, especially at this price point. The hardware being covered, to avoid scratches on the leather. The bag shrink-wrapped then placed in a dustbag, with much sturdier boxes. I think AP's should come standard with a dustbag, I recieved one with one AP, but not the other. I do think they too should be sent in boxes, rather than cheap brown paper. Seriously, my DVD's that I order from overseas have come better packaged, and shipping is much cheaper!
Concerns
One of the things that has stood out for me lately, is hearing about the disappointment among customers, mainly in which the way Jackie has dealt with their issues. This is in addition to the quality of the bags not living up to their expectations, and the hype surrounding it, or receiving the wrong order. Whilst any discounts or freebies given are discretionary, which she is fully entitled to do, it would be condusive for BE to be more consistent, whether you're a one-off or a frequent buyer. But, I can understand how it would leave a bad taste with some, as it would be deemed unfair, and some ladies have NOT been dealt with in this manner, which BE needs to sort out.
BE are still relatively small and it's pretty obvious the majority of their business is from the PF, so they can't afford to lose valuable custom, especially thru these economic times, and they ARE rough!
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As Tash points out, it is still largely by being a regular on a few other tpf forums (fora?) that one finds out about the customers who have bought goods from BE once, had a negative experience (low stock on website forcing them to make non-returnable bespoke purchases, hard sales pressure, incorrect or partly incorrect goods, long wait times, lack of communication after initial order secured, low quality hardware, leather damaged quickly) that they do not wish to raise on the BE Forum, and have quietly voted with their feet.
I have already raised my issues in other threads but will certainly come here if necessary.
I have already raised my issues in other threads but will certainly come here if necessary.
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Jenova,
I've wondered myself about the low stock on the BE website. It seems that when there's not a lot of options available then your forced to use BEC and pay the even higher price then retail.
BUT, I have to say that I"m guessing Jackie will be replenishing her stock soon. Maybe? I think she places large orders when she sees her bags in very low quantities.
I agree that someone should email her and request more stocklist items as that would save ladies money and probably even increase BE sales. Mentally I think even if it's not a HUGE amount extra for utilizing BEC I think some maybe becoming discouraged from getting into that x amount of price range or over that number we all have recognized as the maximum that's a reasonable amount to spend on a handbag. I can see where some might enjoy BEC and gain benefit where other's can be turned away from the experience of having to pay the extra and not having the bag of choice available on the site from the start.
The good news is once other's email Jackie about this concern then she's very good at listening and adapting a new strategy. She might just need to be placed in the "know" over this. I think right now she's under the assumption that everyone loves BEC and there aren't any issues arising from so she hasn't been changing anything. I can see that perspective too. If you thought everyone was happy then why change anything perse? I see both sides here.
I hope someone let's her know today since I think this ONE issue is an easy one to remedy.
P.S. I also think what's happened before to Jackie is this: She orders several colors as stocklist that she "thinks" will be the top sellers. And then the ladies want the colors that she didn't order say pinks or purples. Then the stocklist ends up not selling and the customer's are instead emailing about colors that she didn't order. Meanwhile, she's waiting for her original stocklist to sell before placing another large order in to replenish everything and make everyone happy again.
Please don't think I'm completely defending the entire situation. I"m not. I just see it from a couple different angles and think there's a solution for this specific concern. I know there's more issues at discussion in this thread that need to be addressed but I just wanted to chime in on this one.
Have a nice day all.
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