Customer Service/Quality Control issues post here.

[bonniekir]

I don't have this model myself..and most likely not due to my shoulders...but is it possible to have the stitched pockets on both sides? Perhaps the atalier could add pockets on the now backside, so it can be used as a frontside??

lovebags..I'm sorry, but I can't understand why you assume BE will loose a lot of customers because of this. On what grounds do you base this on?! And I do think Jackie knows this forum well enough to to know about complaints popping up.

susa..you're right about this matter being something between Jackie and yourself, and I like you try and solve this first in private instead of running to the forum first..like a paparazzi reporter! But sometimes it is neccesary to get a "second opinion"..for both you and Jackie, so hopefully your bag will turn into something you love!

 

[TropicalGal]

I'm sorry that you are disappointed Susa.

I'm sure Susa, that there is a lot that Jackie is telling you, that you haven't shared on tpf...so it is really unfair to BE to have this group gang bang going on. Only you know what she has told you, what the deal was when you bought this leftover leather at a very low price. Inside your heart, you know what is right. But if you are going to complain, then we do need to hear both sides of the story.

 

[lovebags2]

I don't have this model myself..and most likely not due to my shoulders...but is it possible to have the stitched pockets on both sides? Perhaps the atalier could add pockets on the now backside, so it can be used as a frontside??

lovebags..I'm sorry, but I can't understand why you assume BE will loose a lot of customers because of this. On what grounds do you base this on?! And I do think Jackie knows this forum well enough to to know about complaints popping up.

susa..you're right about this matter being something between Jackie and yourself, and I like you try and solve this first in private instead of running to the forum first..like a paparazzi reporter! But sometimes it is neccesary to get a "second opinion"..for both you and Jackie, so hopefully your bag will turn into something you love!

Hi Bonnie,

I think some customer's of course will remain loyal and I hope they do. But, I can't help but think some will be very careful going forward when they place a BEC or limited leather sale going ahead knowing there isn't a return policy if something like this should happen. I know I"m just discovering this myself Bonnie as I don't think it's clearly stated on the website nor have I dealt with a company before with this type of policy.

From my understanding, Jackie has already told Susa this bag is considered normal and there's nothing BE will do to help her (so far). I think that's an important policy to be aware of before entering a transaction with BE.

 

[finzup]

I'm sorry that you are disappointed Susa.

I'm sure Susa, that there is a lot that Jackie is telling you, that you haven't shared on tpf...so it is really unfair to BE to have this group gang bang going on. Only you know what she has told you, what the deal was when you bought this leftover leather at a very low price. Inside your heart, you know what is right. But if you are going to complain, then we do need to hear both sides of the story.

What makes you think that susa is not disclosing the entire story? She is clearly not able to return or exchange the bag -- what else does she need to post? SHe posted pictures of the flawed bag, and also that Jackie said it was "normal". She was not allowed to copy and paste Jackie's response in here directly.
And just because the leather was 25% off doesn't mean she would expect a substandard bag. BE bags are supposed to be superior, high quality handbags - and the one susa received was definitely not high quality. The 25% off leathers were not sold as "seconds" -- they were just discounted to clear stock. In no way does this imply a bag made with the sale leather would be any less quality than another.
I don't think any "group gang bang" is going on here, TG -- people are posting their own opinions on the matter, and personally I think yours crosses the line.

 

[dolllover]

I've been thinking of getting a BE bag and I'm glad that Susa spoke up about her bad customer service experience. I would hate to get a bag that looked as bad as that. Mistakes happen but the company has to fix it.

 

[lovebags2]

I've been chatting with Susa and she feels just horrible about this entire situation. She never intended to come to the PF with any of this. But, after receiving emails from Jackie saying that her bag has been considered completely normal and there's nothing that BE will do to help her she then decided to come here for support.

Susa is a very kind person!

 

[susa]

Bonniekir: I think this would be a lot of work to put the slant pockets also on the backside, since the pockets are not just stitched onto the bag, I think this is impossible , it would be easier to change the front side

TG: not sure of what you are exactly talking of, you are assuming something that might have been told or might have not.....

what i posted here is my experience, it is written in a neutral way without getting personal towards anybody, especially not to Jackie
what i share here are facts ! not more , not less

of course I did try to sort it out with Jackie before, about 5 or more emails went back and forth, and the outcome was that we have completely different opinions about leather issue , what seems a issue for me is just normal for Jackie

My only purpose to ask here was to find out if I am am too picky and expecting too much.......I think this is understandable, that people ask for opinions, I do not see what is wrong with it

as long as a thread stays on a neutral level, facts ----and ONLY facts are posted, I do not see what could be wrong with that

deal with leftover leather: the BEC was a couture bag of the limited leather sale, yes , this was the deal, and I never made a secret out of this, but limited leather sale did not mean that the leather has these marks, at least nobody told me that this COULD be the case !!!

sorry, TG, you are talking in mysteries, what are you trying to say when you say that "inside my heart I know what is right "

I would really appreciate if you could talk openly as well as I would appreciate if everything posted her does not get personal ( and you are getting personal, I have no clue why )

thanks

 

[K.Z.]

Suzi: I did inform Jackie about this thread, she told me that she is not reading here , therefore I think she is not particularly interested in different opinions regarding the leather, it is a thing between her and me
I agree that this concerns only 2 people, and the reason why I posted was to have other opinions to find out if I am too picky and having to high expectations regarding a BEC....

TBH, I disagree. People buy from designers, stores, eBay sellers, etc., and share their experiences about them constantly, so I dont' see what's different about sharing your experience--positive (as in most reveal threads) or negative (as in this case). Companies ALWAYS declare they're the best, regardless of their practices. The only way of knowing what a company is really like is to either do some sort of business with them and/or ask around for opinions from those with direct experience with the company.

Even though this is your purchase, your transaction, your bag, this situation reveals something about BE--to me at least, as it lowers my confidence were I to consider ordering a BEC bag--and I thank you for sharing it.

Susa- I happen to know that Jackie does read this forum on a regular basis. I have a feeling (and I'm usually very intuitive) that Jackie will back down and make this right. Not necessarily for outstanding CS but because she'll know that she stands to lose a lot of PF member's as customer's based on your experience. If this could happen to you then it can happen to anyone here. But, whether you receive good news this week or not her reaction to date has not been right. This has created stress for you that shouldn't have been there from the start.

I'm sure BE didn't think you'd go on the PF to discuss this so they perhaps wouldn't have done anything before but now that everyone here knows I"m going on record for saying that you'll see results and soon!

I, too, hope they'll do the right thing for Susa. Of course Jackie reads this forum, or one of her associates does and reports to her whatever she thinks is valuable info. It would be crazy not to, IMO. However, I disagree that BE didn't think susa or anyone else in her position would post about it. If anything, I believe the opposite is true. That's what people do in these forums: share experiences and opinions. I think Jackie will "back down" to make this right if she agrees the bag it is "wrong," but she might not if she feels pushed into it by the forum. But that's how it goes: having presence in this forum has it pros and cons, and IMO you have to take one with the other.

 

[lovebags2]

I've been thinking of getting a BE bag and I'm glad that Susa spoke up about her bad customer service experience. I would hate to get a bag that looked as bad as that. Mistakes happen but the company has to fix it.

Exactly! Mistakes certainly do happen and I don't think anyone is faulting BE for this error. It's just what you do after the error that really counts and says a lot about you and your company.

I've purchased items in the past that had defects and once I receive extraordinary CS of course I keep going back to them as a happy customer and sometimes even happier then before! Mistakes happen it's just what you do next that tells the tale!

 

[Jenova]

I'm sorry that you are disappointed Susa.

I'm sure Susa, that there is a lot that Jackie is telling you, that you haven't shared on tpf...so it is really unfair to BE to have this group gang bang going on. Only you know what she has told you, what the deal was when you bought this leftover leather at a very low price. Inside your heart, you know what is right. But if you are going to complain, then we do need to hear both sides of the story.

If you have clear evidence to support what you are suggesting, perhaps you could publish it. I presumed that Susa had bought a bag made using leather from the limited stock rather than second quality leather? If so, it was only at a 30% reduction, rather than at a 'very low price'. Such a bag should be as good as a normal BEC.

 

[capulet]

I'm sorry that you are disappointed Susa.

I'm sure Susa, that there is a lot that Jackie is telling you, that you haven't shared on tpf...so it is really unfair to BE to have this group gang bang going on. Only you know what she has told you, what the deal was when you bought this leftover leather at a very low price. Inside your heart, you know what is right. But if you are going to complain, then we do need to hear both sides of the story.

May I respectfully disagree with this?

BE is in a special situation with respect to TPF and its customers in general. I, like most people and certainly most people on TPF, base my purchases not only on my own experiences (which, to make it clear, have been quite positive with BE), but on those of other customers. With most designers, we don't get to hear "both sides of the story"--all we have to go on is what we take to be honest accounts of what customers have to say. And there's nothing wrong with that. In the end, a company's quality and service should speak for themselves.

My understanding with the limited leather sale (not having ordered during it, I'll admit), is that the leather was on sale because the inventory was limited and there was no mention of lower quality. Customers should expect consistent quality regardless of price or how much profit BE makes, unless it is clear from the beginning that the item/material is of inferior quality. Quality can be subjective within a reasonable range but in this case nearly all of us agree the pictures speak for themselves.

Good luck to you, susa--I hope this reaches a happy conclusion for you!

 

[susa]

If you have clear evidence to support what you are suggesting, perhaps you could publish it. I presumed that Susa had bought a bag made using leather from the limited stock rather than second quality leather? If so, it was only at a 30% reduction, rather than at a 'very low price'. Such a bag should be as good as a normal BEC.

it was the ltd. leather sale, taupe matte leather was reduced 25 %, other leathers , I think sheen leather was 30%

the ltd. leather sale was done because the quantities were just too small for stock orders, it did not say that the leathers in that sale could second leathers

i do not know if TG is referring to this point, but anyway , it does not hurt to point that out again

 

[pinkdiamond]

I bought a glossy red adore me from the limited leather sale. I read the page time and time again to check there wasn't any reason the leathers were discounted, or a restriction on the style. My bag was perfect and so was my heavily discounted TME from the recent sale. I feel very bad for Susa that she is going through this.

TropicalGal I do think you have crossed the line. "Group gang bang" is a very offensive term, and one I am surprised to hear a woman using it directed at other women. I would ask that you refrain from using a phrase you don't understand completely out of context. I also disagree that it is disrespectful to Jackie and BE to discuss this in the Customer Service/Quality Control thread - created by Suzi to discuss these very issues.

 

[Jenova]

TropicalGal I do think you have crossed the line. "Group gang bang" is a very offensive term, and one I am surprised to hear a woman using directed at other women. I would ask that you refrain from using a phrase you don't understand completely out of context.

Thank you for saying that Pinkdiamond because I had just come back to do the same. (In the UK at least - it refers to a situation where force or duress is involved rather than a voluntary group act.)

 

[pinkdiamond]

I actually feel horrible for having to type it out to make my point. Sincere apologies everyone