Customer Service/Quality Control issues post here.

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#451
Susan Lee-I'm sorry that you did not get the expected bag,and I'm wondering what the problem might be to be honest.
But in all fairness I have to say, that I have really ordered a lot of bags through BEC, and never had a bad experience! Or else I would not continue putting my equally hard earned money there!
Especially the last order I recieved through BEC with a very difficult piece of leather to cut.I must say it was a spectacular piece of work, and I was really impressed ..and happy..by the result.
 
#452
I have had only one BEC bag arrive not as specified (a LM Midi with 1 outer pocket when I ordered it with 2) and Jackie immediately organised that it be replaced with a correct bag. This was supplied very fast and the resulting bag was superb.
 
#453
I greatly enjoy BE and am still a customer; however, I also will not be purchasing from BE Couture until there's better quality control and perhaps an inspection process prior to shipment.

I always thought of the bespoke process and its attendant higher pricing as a means of ensuring you get the bag you specify, meaning hardware, leather, size, style, and available modifications.

I have had a couple of BE Couture bags not reflect my specifications. These weren't dramatic problems for me and were simply minor substitutions or changes. Jackie explained why these purses weren't exact to my specifications (ex. atelier confusion, new system implementation) and I was understanding. These weren't major changes for me and I can continue to use the bags, so I didn't go beyond a single email informing Jackie of the changes. However, that did sully the bespoke process for me.

Since my problems with BE were minor, I continue to purchase in-stock bags and enjoy them greatly. I hesitate in doing another BEC purse though because of my prior experience and worries over possible greater problems. I would be extremely extremely p.o.'d if I experienced some of the bespoke problems I've seen others on this forum experience. For example, the atelier making lining substitutions that I find absolutely hideous or not changing the length of the straps as I'd specified. The latter problem could make the bag unusable. The former problem produces an ugly bag that was not my fault whatsoever. If I choose a lining that's not right for the bag, that's my fault and nobody else's and I completely understand that I'm stuck with the bag. If the atelier consciously chose to disregard a lining change that I specified? I'm stuck with an expensive and ugly bag that was not of my making.

ETA1: Does BE replace all purses that do not reflect customer customizations? I remember a couple of posts regarding BEC purses where BE was apologetic, but didn't offer such service. Perhaps the customers who experienced this problem chose an alternative means of mitigation and hadn't posted about the compromise then.

ETA2: Looking back, I feel like I'm being a bit harsh regarding the BEC situation. I have to say that BE customer service is still miles above other designers of a similar price point and status. I believe greater care can be taken with BE Couture though.
 
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#454
Jenova said:
I have had only one BEC bag arrive not as specified (a LM Midi with 1 outer pocket when I ordered it with 2) and Jackie immediately organised that it be replaced with a correct bag. This was supplied very fast and the resulting bag was superb.
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A similar thing happened to me just before BEC launched, but they didn't keep the record of what I requested and I had to lump it basically. I am glad yours was sorted for you.
 
#455
charliefarlie said:
A similar thing happened to me just before BEC launched, but they didn't keep the record of what I requested and I had to lump it basically. I am glad yours was sorted for you.
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I don't tolerate being sent incorrect or defective goods and I make that crystal clear immediately that I detect that anything has gone wrong. I start with the approach that I am sorry to have to tell you a mistake has been made and how are you going to make matters right? I find that people start to work with me at that stage rather than let the situation deteriorate into a complaint.
 
#456
Maybe BE needs a set of standard policies to handle defective bags? It sounds like some of us continue to receive excellent customer service and others have not had the same service. I hope those of us who have had only good experiences don't assume that everyone else has the exact same experiences. Although I would hope for that to be true, it is clearly not the case.

I think right now BE's resolutions are purely subjective according to the circumstances and the customer's communication skills. If you talk to me in real life I believe I come off very friendly and happy, but when there is a problem I take on a whole new no nonsense persona that communicates very effectively that the problem is unacceptable. It comes from years of practice in dealing with men in the corporate world.:graucho: If someone was sweet and shy, they might mention the problem and hope for a resolution, but I bet they walk away when BE tells them their problem is acceptable. Sadly, it's the nice people that are getting walked all over and it shouldn't be that way. If BE could come up with a standard way of handling complaints, they could maintain their customers that aren't quite as assertive as some of our fellow Belenistas that clearly don't have a problem speaking up.Kwim?

The important thing to note is that this thread is for BE quality control issues and those people that are always happy with their BE experience should not get offended by those people who have issues. Please don't try to diminish anyone's issues just because you haven't had any. This thread's purpose is not to stop people from buying BE bags. It is a way to support our fellow Belenistas, and obviously a great place for BE to refer to when they want to make changes to keep their customers happy and satisfied.
 
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#457
I have had nothing but good experiences from BEC so far but ITA that if I made choices and these were switched/not done without communicating with me, it invalidates the agreement because I am NOT getting what I ordered.

If I don't get what I ordered, I don't pay and you had better not quibble with me or my nice, sunny personality disappears! :p
 
#458
Jenova said:
I don't tolerate being sent incorrect or defective goods and I make that crystal clear immediately that I detect that anything has gone wrong. I start with the approach that I am sorry to have to tell you a mistake has been made and how are you going to make matters right? I find that people start to work with me at that stage rather than let the situation deteriorate into a complaint.
Click to expand...

This is how I handle things as well Jenova, yet sometimes when an immovable object meets an unstoppable force, one of those things needs to just walk away because it's getting nowhere. I like to think that people will basically do the right thing and fix problems when presented with them, but in the end I know that doesnt always happen so in future dealings I make sure to not place myself in those situations again UNLESS I know the outcome will be different incase a problem should arise (ex. BE couture).

Ali1-
Like yours, my BE Couture bag was not made to my specifications. The atelier made changes due to leather shortage and I was not notified. Had I have been, I would have not wanted the bag. Call me petty or a stickler for details, but when I order something (as you said) I expect to get it the way I ordered it, and if it cannot be done, I expect to be notified. That's so simple! And I was not offered a replacement.

Suzi-
ITA, there needs to be a set of standard policies about handling defective bags, or customer issues for that matter.

Van Bod-
ITA that my agreement should have been invalidated. That's how it would have been if I had commissioned a dress to be made, or an artwork to be painted, or some other custom piece to be created. If the "maker" didnt follow my specifications, they would have to fix the problem before they got paid.

Bonnie-
I am so glad that you have had great experiences with BE couture, and I WANT to be able to have the same, KWIM? But until they fix some glitches that will ultimately protect me in case something does go wrong, I will stick to ordering in-stock bags that I know I can return.

:smile1:Susan
 
#459
*suzi* said:
Maybe BE needs a set of standard policies to handle defective bags? It sounds like some of us continue to receive excellent customer service and others have not had the same service. I hope those of us who have had only good experiences don't assume that everyone else has the exact same experiences. Although I would hope for that to be true, it is clearly not the case.

I think right now BE's resolutions are purely subjective according to the circumstances and the customer's communication skills. If you talk to me in real life I believe I come off very friendly and happy, but when there is a problem I take on a whole new no nonsense persona that communicates very effectively that the problem is unacceptable. It comes from years of practice in dealing with men in the corporate world.:graucho: If someone was sweet and shy, they might mention the problem and hope for a resolution, but I bet they walk away when BE tells them their problem is acceptable. Sadly, it's the nice people that are getting walked all over and it shouldn't be that way. If BE could come up with a standard way of handling complaints, they could maintain their customers that aren't quite as assertive as some of our fellow Belenistas that clearly don't have a problem speaking up.Kwim?

The important thing to note is that this thread is for BE quality control issues and those people that are always happy with their BE experience should not get offended by those people who have issues. Please don't try to diminish anyone's issues just because you haven't had any. This thread's purpose is not to stop people from buying BE bags. It is a way to support our fellow Belenistas, and obviously a great place for BE to refer to when they want to make changes to keep their customers happy and satisfied.
Click to expand...


Suzi,

This is one great post!!!!
 
#460
Hi,

Here are my final thoughts on CS and BEC. I"m going to keep it short:

When times are good (no returns, issues etc..) then it's easy to come across sweet but the TRUE test is when issues start to surface. Then you will really get a strong sense for the company. I recall one of our PF member's sharing an incredible story where the company was so sorry that they even sent her several free gifts as a gesture. It doesn't matter to me even if they just sent her a card it's the kind gesture that counts. It showed they were all about keeping the customer happy even if it's just ONE.

Mistakes happen. That's not what I question. It's how you handle them that I pay attention too.

As for BEC - That seems like a lucrative system for BE where you pay a higher cost and in return the company is protected to have no returns. I'm sure there would be more returns overall with BE if customer's were now just ordering stock list especially since once they saw IRL they perhaps would change their mind. It's so hard to tell if a bag is really for you until you try it on and not just go by reviews and/or internet pictures.

I think by only offering a few colors for stock list increases the odds that a customer will indeed buy from BEC hence the no return policy. And yet I do try to see it from BE's perspective that they can't have a lot of inventory just sitting in their storage space either.

I suppose everyone's definition of good customer service will vary but having a good return policy of at least seven days is certainly incorporated as part of mine. Therefore, I'd suggest having more in stock colors to choose from. I think that would help the customer greatly and as a result QC issues would be much less discussed here. But, that's just my opinion ladies.:smile1:
 
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#462
Cornflower Blue said:
That's hardcore, lovebags2!:D

But, I actually agree with you on that...
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Oh dear. Did I sound too harsh?

My apologies if I did. That's not how I'm trying to come across at all. I'm actually packing my lovely tan weekender set right now as I'm typing this.LOL
It's so hard to get the right tone across in a post.

I'm glad you agree with my points CB.:smile1:
 
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#464
lovebags2 said:
As for BEC - That seems like a lucrative system for BE where you pay a higher cost and in return the company is protected to have no returns. I'm sure there would be more returns overall with BE if customer's were now just ordering stock list especially since once they saw IRL they perhaps would change their mind. It's so hard to tell if a bag is really for you until you try it on and not just go by reviews and/or internet pictures.

I think by only offering a few colors for stock list increases the odds that a customer will indeed buy from BEC hence the no return policy.
......I'd suggest having more in stock colors to choose from.
Click to expand...

I totally agree that having more stock colors would be fabulous! I do detect quite a bit of cynicism though!

First and foremost, BE IS a business, so they do want to make profit rather than take the moral highroad.

With respect to the 'no returns' BEC policy, people probably make some atrociticies using BEC - horrible combinations and extras that don't work with the bag. It is the customer's prerogative to make whatever they want, but why would BE want such a bag returned when the customer sees it is gross and doesn't want it? BE probably doesn't want it either! I would think this is the reason for the no return policy, rather than BE wanting to make profit and rip off the customer.

Edit: Also, I would suspect the slightly higher costs of BEC is because the manufacturer is making a one-off bag rather than a bulk order. BEC is not THAT much more than stock prices, I'm not sure whether BEC is really as lucrative for BE as it may appear.

I do agree with the general sentiment here that if something is clearly a mistake and not due to ambiguities in the comments section, then it should be rectified by BE.
 
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#465
I understand the no returns policy because if a combo is horrible, BE shouldn't have to be stuck with it. I DO think an exception to the no returns policy should be in effect if the bag ordered is different to what turns up (wrong hardware, lining, handles etc).
 
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