Customer Service/Quality Control issues post here.

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#181
TropicalGal said:
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.
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as long as you have FACTS, i would appreciate if you reveal them directly to me here in an objective way

Fair and unfair: there are two sides, and it is beyond the point to find out what is fair and what is unfair

as far as my bag concerns, i was looking for opinions regarding the leather, and definitely NOT for trouble

i did not buy a so called "leftover" for a very very low price, I do not know why you can come up with a statement like this, and I am sure that you do not have access to my credit card account to see how much I paid, a very very low price is subjective
and even if I would still have certain expectations to a BE bag
 
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#182
susa, I too, support you. You are not being picky or unreasonable - in fact you have plenty of support as evidenced in the last few pages of this thread. You come across as a very nice person not wanting to make trouble. I personally think you need to be a bit more assertive in this situation, but only if you are comfortable doing so. BE isn't delivering on its brand values...exemplary customer service and luxury handbags with your order. It's standard practice for custom orders with any merchant to be final sale. That's to protect the merchant from the whims of customers who change their minds, which isn't the case here. Your bag is not only substandard, it's defective in quality. The degree of the 'natural markings' is far beyond what any reasonable person would consider acceptable. There has been a misrepresentation by BE by omission for what you would receive. You shouldn't have to make accommodations like wearing it backwards or making do. The marked section of the hide should have been rejected outright by the atelier, not used for the back, sides or less conspicuous area. BE's profitabily on the bag or whether they charge back the atelier isn't the issue or your concern. They need to suck it up and do the right thing. If they don't, I would suggest you might want to consider returning the bag to BE with signature tracking and filing a disputed charge with your credit card company. Depending on the terms and conditions of the cardholder agreement you have with your cc company, you probably have to pay for the transaction, complete some sort of declaration letter with details about how you tried to resolve the dispute with the merchant, proof of return of the defective merchandise and the fact that the merchant hasn't replaced or refunded you etc. and the cc company will investigate and process a chargeback to the merchant. Phone your cc company and talk to someone about how you'd go about this.

Good luck to you. I can tell this has already been a stressful situation for you, so hope BE capitulates and does the right thing.
 
#184
Sorry about "gang bang" ladies --. In the advertising world, where I work, we use that phrase a lot and it is not meant in a bad way. When lots of creative teams pitch for new business, we call it a gang bang. It means lots of people participating, that's all.
 
#185
I'm so sorry this is happening, susa, and thank you for so reasonably, fairly, and appropriately expressing your frustration here. I think the artisans may not be paying much attention right now, whether because they're busy or sloppy is difficult to tell. I would be so unhappy to get leather like that on a bag.

I've been waiting for at least a couple of weeks to get a resolution or definitive answer on a BEC bag that arrived unusable. I ordered a TME with hand threaded handles, because rolled handles hurt my shoulder. And yep, my custom-created BEC that should have been modifiable arrived as a standard TME, with rolled handles. I have more or less given up hope that I will end up with a usable, reasonably priced bag.

I guess I don't fret too much because I don't need the blood pressure spike, I have too much on my plate already right now, and in the end I can always give it away to someone whose shoulder won't hurt with a rolled handle, but by my count this TME will be the 5th or maybe 6th BE bag I've given away because it's not as specified or there's some other difficult-to-resolve issue. I realize that giving a bag away because someone else made a mistake is not a great solution for anyone else on here. But, for me, it saves wear and tear on my nerves.

I do have my mad-as-a-snake moments with the whole mess, and I don't think having to fight for a satisfactory resolution is consistent with any definition of "luxury." I've never once had to fight at Hermes, LV, or Bottega. Any snarl is handled smoothly and quietly, if there's any sort of snarl at all.

I will still continue to buy from BE, despite my occasional aggravation because when they get the bags right, they're fabulous. Also because I want to support small businesses in a Walmart age, because I want to support women-owned businesses, and because I chalk most of this up to the growing pains of a new business getting larger.

That said, I truly wish, from the bottom of my heart, that resolutions weren't so difficult to achieve. You're not alone, susa: You're not the first one, the last one, or the only one who has faced this, and I'm so sorry for your disappointment. I also ordered a matte taupe oversized EM from the limited leather sale. We ordered the exact same bag, and my leather doesn't show anything like this at all. I checked it last night again.
 
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#186
It's weird you mention that (tropicalgirl's post) - it made me think how many times words that could be taken offensively are used in normal speech. Myself, I went to the Australia-Namibia 2003 rugby world cup match where Australia happily defeated Namibia by 142. If someone had asked me now Namibia performed, I would have said "they were raped by the wallabies" without even thinking. I must keep people's potential interpretations more in mind, this thread was a decent reminder.
 
#187
Great post, gga. I felt so bad that things began to take a tumble just after Suzi commented on how great we were all communicating over this but you've reeled it in nicely.

Of course there are 2 sides to every story and we all know that. We have to take what's said here on the forum, combine it with our own experiences as well and then make our own decisions based on that combination. It's a completely personal and individual decision to make for each one of us as to whether we let CS or quality issues keep us from further purchases.

I don't think we need to be offended at someone else's poor experience. There are plenty of great experiences to read about as well but we need to hear both sides so that we can make informed choices. I'm not leaving BE personally because of this issue (and I don't believe that was Susa's intent) as I've always had good experiences with BE. The good has outweighed the bad for me so I stay loyal. I do wish Susa well and hope that she does find a resolution that is suitable for her.

And thank you to TG for your explanation and apology. I was taken by surprise too at the phrase so am glad you explained what you meant. :smile1:


gga said:
I'm so sorry this is happening, susa, and thank you for so reasonably, fairly, and appropriately expressing your frustration here. I think the artisans may not be paying much attention right now, whether because they're busy or sloppy is difficult to tell. I would be so unhappy to get leather like that on a bag.

I've been waiting for at least a couple of weeks to get a resolution or definitive answer on a BEC bag that arrived unusable. I ordered a TME with hand threaded handles, because rolled handles hurt my shoulder. And yep, my custom-created BEC that should have been modifiable arrived as a standard TME, with rolled handles. I have more or less given up hope that I will end up with a usable, reasonably priced bag.

I guess I don't fret too much because I don't need the blood pressure spike, I have too much on my plate already right now, and in the end I can always give it away to someone whose shoulder won't hurt with a rolled handle, but by my count this TME will be the 5th or maybe 6th BE bag I've given away because it's not as specified or there's some other difficult-to-resolve issue. I realize that giving a bag away because someone else made a mistake is not a great solution for anyone else on here. But, for me, it saves wear and tear on my nerves.

I do have my mad-as-a-snake moments with the whole mess, and I don't think having to fight for a satisfactory resolution is consistent with any definition of "luxury." I've never once had to fight at Hermes, LV, or Bottega. Any snarl is handled smoothly and quietly, if there's any sort of snarl at all.

I will still continue to buy from BE, despite my occasional aggravation because when they get the bags right, they're fabulous. Also because I want to support small businesses in a Walmart age, because I want to support women-owned businesses, and because I chalk most of this up to the growing pains of a new business getting larger.

That said, I truly wish, from the bottom of my heart, that resolutions weren't so difficult to achieve. You're not alone, susa: You're not the first one, the last one, or the only one who has faced this, and I'm so sorry for your disappointment. I also ordered a matte taupe oversized EM from the limited leather sale. We ordered the exact same bag, and my leather doesn't show anything like this at all. I checked it last night again.
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#192
susa..I think you got some opinions for sure!

gga..I agree to a lot of your points...but OMG..handles..this should be a piece of cake to fix! BTW BV can snarl and grunt..lol

TL..good post.. ;)
 
#194
I have several BE bags and so far have not had any negative experiences. I was a bit miffed that the Fuschia Hold Me that I bought from the recent sale had worn corners and scrapes but I can't remember if it said it was a sample. I don't think so but the bag has been taken down so I can't double check. It was a great price so I'll keep it, I just love the colour so much.

I have 3 bags still to come from BEC and I will keep a close eye here to see how this is resolved. I don't believe the bag sent to Susa is acceptable at all.

This is the one place where we should be able to come and post any negative experiences without being chided for doing so.
 
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