I'm sorry you aren't happy, Lilac! Vent away! I know nothing about ostrich! I know there are bumps but didn't know about quills popping through the leather either. I still look forward to your pics if you are able to post them!
Customer Service/Quality Control issues post here.
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Since this thread is for CS as well as QC issues, I want to update my hardware story.
The two metal rings at the ends are indeed a different color of hardware. Turns out, they're a completely different brand than BE specifies with the atelier. Furthermore, turns out that the substitution was made by the craftsman on a minuscule number of bags, totally without consulting or getting approval from BE.
My specific situation has reached an okay resolution, and I've been assured that the normal gold HW that BE now uses will not flake, the same way the silver does not flake, since they're the same brand. Also, the craftsman has sworn that there will be strictly brushed brass hardware on my outstanding orders with brushed brass in place.
So the CS was impeccable, the resolution was quick, and I'm more or less okay with the results.
ETA: For susa: I have a wine pebbled oversized EM with brushed brass hw. The hw is consistent throughout. I don't think you need worry about substitutions for that style.
The two metal rings at the ends are indeed a different color of hardware. Turns out, they're a completely different brand than BE specifies with the atelier. Furthermore, turns out that the substitution was made by the craftsman on a minuscule number of bags, totally without consulting or getting approval from BE.
My specific situation has reached an okay resolution, and I've been assured that the normal gold HW that BE now uses will not flake, the same way the silver does not flake, since they're the same brand. Also, the craftsman has sworn that there will be strictly brushed brass hardware on my outstanding orders with brushed brass in place.
So the CS was impeccable, the resolution was quick, and I'm more or less okay with the results.
ETA: For susa: I have a wine pebbled oversized EM with brushed brass hw. The hw is consistent throughout. I don't think you need worry about substitutions for that style.
lilac0485, sorry to hear about the problem with your Clutch Me. I am a big ostrich fan and have about 20 bags (no BEs - Hermès, Gucci, LV, Prada etc) and even more shoes. I have never seen quills popping through the follicle. Ostrich isn't rare and is usually farmed. If the farmer is in the premium skin market, the ostriches are bred and farmed to maximize their skin qualities, not meat or feathers, so the ostrich will meet its end when the skin qualities are ideal and will fetch the most $. Ostriches moult and perhaps like the skin your bag was made from was harvested at the wrong time - when the new quills were too developed. Ostrich leather is very pliable and extremely durable. Most of my shoes have pointy toes, or slightly rounded pointed toes, so contorting into the structured shape of shoes, some with added folds, pleats, and other designs is probably shaping the skin more than would be required in a Clutch Me. Ostrich works well for structured shapes because of its pliability. I would be interested in seeing your pics.
Gga and others, I'm so sorry to hear you've had issues of various sorts. I agree that when you spend the $$$ to create and order the perfect bag, it should arrive well......perfect!
I will say that I've checked all of my bags and have no tarnishing issues happening. Maybe I'm one of the lucky ones. I keep mine in their dustbags and really do nothing special to maintain the metal.
but thanks to Gga, I did request that my latest BEC LM be made with the brushed brass HW.
I will say that I've checked all of my bags and have no tarnishing issues happening. Maybe I'm one of the lucky ones. I keep mine in their dustbags and really do nothing special to maintain the metal.
but thanks to Gga, I did request that my latest BEC LM be made with the brushed brass HW.
Hi Lilac,
Sorry to hear this!
I "think" part of the problem with BE is due Jackie hasn't even herself seen all the various leathers/style combinations and then once she actually sees it after production she can offer better advice at that point. And then of course she's the designer and SA that becomes another issue of objectivity.
But, you're right when paying these types of prices you should expect more guidance and knowledge on the various leathers/styles from the company. I do understand that point completely as it's something I value too.
I've felt this way now for awhile that when BE shopping it's key to know exactly what you want ahead of time otherwise you run the risk of hearing the same reply that it will look great!
Good Luck. I hope it works for you.
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I prefer the bright gold too, pinkie. I think I would like copper, but I don't think Jackie got any of that. To me, the bright gold makes the bag look very luxurious and spendy. Plus, all my jewelry is yellow gold, so it just all goes together.
Hi Lilac,
Sorry to hear this!
I "think" part of the problem with BE is due Jackie hasn't even herself seen all the various leathers/style combinations and then once she actually sees it after production she can offer better advice at that point. And then of course she's the designer and SA that becomes another issue of objectivity.
But, you're right when paying these types of prices you should expect more guidance and knowledge on the various leathers/styles from the company. I do understand that point completely as it's something I value too.
I've felt this way now for awhile that when BE shopping it's key to know exactly what you want ahead of time otherwise you run the risk of hearing the same reply that it will look great!
Good Luck. I hope it works for you.
IDK...
Ultimately, it's the company's responsibility kuz it's the company selling these bags to buyers. Yet, based on what decouverte posted, there seems to be a chain of people involved in this process who had to drop the ball for the bag to end up as lilac describes it: the farmer, whoever buys the skin from the farmer, whoever makes the actual bag, whoever pays the maker of the bag and sells it...(Gosh, I have a hard time reading about and talking about this bag kuz I feel terrible for the ostriches.) In any case, it's a QC issue, regardless of where the breakdown in quality is.
I disagree, however, that the seller (the company) is responsible for educating the buyer about ostrich leather. It can, and in some cases maybe should, but it doesn't have to do that, IMO at least. Buyers also have to educate themselves prior to making a purchase. Sometimes it's hard to draw a line between the two. In the end, if you like the product and the service, you remain a customer. If you don't, you become another brand's customer. It has been that way for centuries and will always be that way.
This is just my point of view, of course.
I've had good advice from Jackie whenever I have asked for guidance. She has advised me on bag sizes (we now know I'm a midi size person), colour choices (that will flatter my skintone) and durability of leathers. At the end of the day though, she is not a mind reader, so yes, you do have to be specific in your questions but I don't think that means that BE is bad at advising their customers.
ITA. I have asked about a certain leather in the past, and informed BE about what colors I like, and was told flatout that they did not believe I the color in question would suit my wants, and furthermore the color/leather would not suit the bag I had in mind and instead would look better in another style. They suggested an alternative color for me. Being stubborn, I asked for a swatch anyway and of course they were spot-on, the color wasn't "me" at all (eee-awww). So for me, I've been impressed with BE's advice, and consider it honest even when they may lose a sale as a result.
I agree with VanBod in that it does require the customer to take the inituative, which is something that I have to force myself to do.
I know absolutely nothing about ostrich leather, but by the Power of Google (and the fact that I have been confined to barracks for most of the day as the weather is totally foul
) I've found this very interesting site of The World Ostrich Association (not for the faint hearted btw) :http://www.world-ostrich.org/woaleather.htm
There's a quick mention of in-grown quills, which might be the problem?
Whatever the cause, I'd be pretty chipped off to find buried quill bits in any ostrich bag tbh.
Hi Lilac,
Sorry to hear this!
I "think" part of the problem with BE is due Jackie hasn't even herself seen all the various leathers/style combinations and then once she actually sees it after production she can offer better advice at that point. And then of course she's the designer and SA that becomes another issue of objectivity.
But, you're right when paying these types of prices you should expect more guidance and knowledge on the various leathers/styles from the company. I do understand that point completely as it's something I value too.
I've felt this way now for awhile that when BE shopping it's key to know exactly what you want ahead of time otherwise you run the risk of hearing the same reply that it will look great!
Good Luck. I hope it works for you.
lovebags2, I think Jackie is enthusiastic about the possibilities of different bags and recognizes that everyone has different tastes. Nothwithstanding this, I firmly believe that if she doesn't think a combo or special request will work, she will advise accordingly and recommend an alternative. The problem is most people have a tough time visualizing the end product if they haven't seen a picture. If lilac0485 had asked me about ostrich and a structured bag, I would have said absolutely, go for it. It's a matter of personal taste. Hard to say what exactly happened with lilac0485's CM, but I think the ostrich was graded erroneously, rather than a deliberate inferior substitution. I think if Jackie is offering top quality ostrich, she is paying for it and expecting she's getting it. The problems seem to be at the atelier. Don't know whether they are just being careless or trying to shave costs with cheap substitutions. The craftsperson making the CM should have recognized that the ostrich was inferior and not cut the bag. BE needs a solid service level agreement (contract) with the atelier to enforce QC standards (and turnaround time standards), so these mistakes are prevented or at least caught. I also think they need their own QA review in London prior to sending out the bags until they're confident Italy is consistently adherring to BE quality standards.
Lilac-- So sorry to hear the ostrich wasn't what you expected. I am really surprised you found quills poking through since I thought your clutch and my bag were made from the same hide.
I inspected the heck out of my ostrich maxe bag because I hate when you can feel the quills on ostrich and didn't find any issues. I have ostrich bags from high-end designers like BV and the quality of my bag is on par with those skins. I know my exotics and the hide used for my bag was not subpar or a lower grade.
I am really sorry that yours was not as well.
I don't think ostrich is only for puddly bags. Ostrich is a thick tough leather that is pretty much suited to any style. Belts, shoes, Birkins, Hold Mes, etc. all look better in ostrich imo.
I inspected the heck out of my ostrich maxe bag because I hate when you can feel the quills on ostrich and didn't find any issues. I have ostrich bags from high-end designers like BV and the quality of my bag is on par with those skins. I know my exotics and the hide used for my bag was not subpar or a lower grade.
I am really sorry that yours was not as well.
I don't think ostrich is only for puddly bags. Ostrich is a thick tough leather that is pretty much suited to any style. Belts, shoes, Birkins, Hold Mes, etc. all look better in ostrich imo.
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