Customer Service/Quality Control issues post here.
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Perhaps the 4 people that are quality checking the bag should not only verify the quality is good, but they should verify it meets the specifications of the order.
It does nobody any good if 4 people are verifying the quality is good but not matching it up to what the customer ordered...
It does nobody any good if 4 people are verifying the quality is good but not matching it up to what the customer ordered...
I was wondering what they were checking for, and if they had a copy of the order to check (e.g., right leather, lining, pockers, hardware, etc.).
Lionlaw - How terribly frustrating. It's even worse that it ended up being a combination you don't like. I'm not sure I could live with a combo I didn't like no matter what they gave me. I really hope they come up with a resolution you can live with.
I have to agree with everyone that somebody needs to start checking these orders. It would be horrible to wait patiently for a bag, only to find it's not right.
I have to agree with everyone that somebody needs to start checking these orders. It would be horrible to wait patiently for a bag, only to find it's not right.
Oh, I hope you DO get the light beige lining you were hoping for. It is so pretty. I thought it would be hard to keep clean, but I haven't had any problems with it. I even got ink out of it. (The Dawn dishwashing liquid and hydrogen peroxide trick.) Anyway, the light beige lining is VERY elegant.
thanks. I dont know at this point what the solution will be. I have asked questions on the return process to ensure the leather wont be worse or damaged, but am waiting for answers. Be's position is that it was the factory's fault so they [the factory] should have to pay for the mistake, but I as the customer don't deal with the factory. I ordered through BE so it is irritating when I get messages shifting the blame to someone else and saying they [the factory and not BE] will have to responsible for it.
I have to wait till they get a hold of the factory to see what the options are.
It would have been nice if the mistake in the bag had been checked by BE and caught before they shipped this out to me.
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ITA that BE is the company you bought something from, so BE is the only company you should deal with. TBH, I find it unprofessional for BE or any company to point the finger at another company when their customer has a problem with a f-ed up order. As the company selling the product to you, it should take full responsibility, fix the problem in the most effective and painless way possible for the customer, and then deal with the factory any which way it wants to.
Once again I find myself feeling disappointed at what I've learned here about this company's QC/CS issues and how handles them. Here's the thing: I don't have the funds right now for a BEC, but someday soon I will. What then? I have a clear picture of what I want, but a fuzzy one about whether or not I would take the risk to order a BEC bag kuz, frankly, I don't think I could be as gracious if I received something other than exactly what I ordered, KWIM?
Once again I find myself feeling disappointed at what I've learned here about this company's QC/CS issues and how handles them. Here's the thing: I don't have the funds right now for a BEC, but someday soon I will. What then? I have a clear picture of what I want, but a fuzzy one about whether or not I would take the risk to order a BEC bag kuz, frankly, I don't think I could be as gracious if I received something other than exactly what I ordered, KWIM?
Wow!!
I've never heard of Customer Service like this before.
I just assumed BE would take full responsiblity in such a clear cut case like yours.
Sorry you're having to go thru such a stressful BE experience. Please do keep us posted when you hear back with your options. I'm interested to know what they will be at this point as I'm still hoping this has a happy ending for you.
I'm quite hopeful for you Lionlaw that the factory will certainly take ownership of this issue but it's a shame you're being bothererd with all the details. I would have expected BE to just handle it all for you and not worry/stress you further.
Sorry to chime in here but it's just my opinion.
In any event thanks for keeping us informed. I think other's will going forward check their orders very carefully with BEC.
Good Luck Lionlaw!
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I recall that another pfer got a BEC with the wrong lining. Does anybody recall the resolution? If my recollection is correct, it took some time and was similar to what LL is dealing with.
I agree with KS in that the resolution should be quick and BE should take care of it wo bringing in the atelier. That is really between BE and them. Not the customer.
I love my BE bags and my BECs have mostly turned out as planned. But this is not what I expect from them.
I agree with KS in that the resolution should be quick and BE should take care of it wo bringing in the atelier. That is really between BE and them. Not the customer.
I love my BE bags and my BECs have mostly turned out as planned. But this is not what I expect from them.
It makes it sound as if BE is just the "middle man". You could surely just buy from the atelier if BE is not prepared to stand behind it's products. I would not be happy if I got the wrong lining. Luckily with the exception of my red adore me which i lined in red, i prefer pink, but I would still worry about doing a custom bag if the orders aren't being checked.
I have to say I agree. If you have ordered something using the check boxes that BE has on the website (no confusing comments etc) and you don't get what you ordered, then the no returns policy should not be in effect.
I really would like a straight answer on this as most of my bags are BEC and, although I've never had a problem, I would like peace of mind that there would not be a hassle if the above occured.
If I buy something, and there is a problem with the goods, I don't want to hear who is to blame. I want you to fix it. Simple, but so often not the case.
LionLaw, please keep up posted.
I really would like a straight answer on this as most of my bags are BEC and, although I've never had a problem, I would like peace of mind that there would not be a hassle if the above occured.
If I buy something, and there is a problem with the goods, I don't want to hear who is to blame. I want you to fix it. Simple, but so often not the case.
LionLaw, please keep up posted.
I have not had a BEC screw-up myself, but am becoming disappointed and a little disillusioned with the treatment some PFers have been experiencing lately. LL's incorrect lining is a no-brainer. When there is an error, as a customer I have no idea, nor is it my concern, whether the atelier is 100% responsible, partly responsible or theoretically not responsible at all because of a communication error. If the BEC order was communicated accurately, then it would seem obvious that the atelier is responsible, so I don't get these delays in figuring out who is responsible. I want a BE apology (yes this means BE ownership of the problem, regardless of where in their logistics chain the breakdown occurred and the reality is they shipped it out with the incorrect lining) and a mutually acceptable resolution about how and when it will be rectified. BE's battle with the atelier is their own concern. Because of the accessibility and communication Jackie, Rose and team have with their customers, I think we're seeing this transparency re details on the situation with the atelier that we shouldn't be hearing about - because it's not our problem; it's BE's problem. BE can duke it out with the atelier behind the scenes after the fact, if that's what's required. LL needs to have the bag she BEC'ed. The plan to get there should be put in place quickly regardless of the status of the BE-atelier agreement on which party will bear the cost.
It’s not as if a BEC order has 500 things to check. You would think that the style, leather, lining, handles, h/w, zips/tassels and any special requests could be verified by BE prior to shipping. What are we talking about…maybe 1-2 minutes to check against the order? Let’s face it, what’s the point of checking quality of construction, if the order is incorrect. The cost of that check has got to be less costly that rectification of the problems and certainly than the bit of tarnishing to the BE brand that is occurring with these CS/QC postings. I don’t have any idea how many bags BE sells annually, so while it appears mind-boggling that so many people are supposedly doing QA and this stuff is slipping through the cracks, the fact is you can’t eliminate human error. I guess the telling question is: out of how many? What we’re asking for though is responsive, customer-focused solutions when there is a problem.
It’s not as if a BEC order has 500 things to check. You would think that the style, leather, lining, handles, h/w, zips/tassels and any special requests could be verified by BE prior to shipping. What are we talking about…maybe 1-2 minutes to check against the order? Let’s face it, what’s the point of checking quality of construction, if the order is incorrect. The cost of that check has got to be less costly that rectification of the problems and certainly than the bit of tarnishing to the BE brand that is occurring with these CS/QC postings. I don’t have any idea how many bags BE sells annually, so while it appears mind-boggling that so many people are supposedly doing QA and this stuff is slipping through the cracks, the fact is you can’t eliminate human error. I guess the telling question is: out of how many? What we’re asking for though is responsive, customer-focused solutions when there is a problem.
Thanks everyone.
Just so it is clear, BE did apologize over this. They asked if I would like to have the bag sent back and the lining replaced. I then asked questions to confirm I would not be getting a replacement bag with inferior or scratched matte leather. Or to see what the options were.
It was after that communication with my questions and request for options that I got an email saying that they are checking with the factory. Within that email, they went on to apologize for the factory's mistake and that since it was their mistake they (the factory) should pay for it.
The tone of that email set me off and I took exception to some things in it so I sent back a pointed response and said if the bag had been checked before it was sent to me, there wouldnt be this problem.
I then was told that the factory did check my bag but got confused between light blue and beige lining.
ARE YOU KIDDING ME! These colors are not even close. If the place making these bags can't tell the difference between BLUE and BEIGE, we have issues.
I have too much going on to deal with this crap so I think I am just going to suck it up and keep the bag and not deal with them further. I haven't replied to their last email and dont plan to.
Just so it is clear, BE did apologize over this. They asked if I would like to have the bag sent back and the lining replaced. I then asked questions to confirm I would not be getting a replacement bag with inferior or scratched matte leather. Or to see what the options were.
It was after that communication with my questions and request for options that I got an email saying that they are checking with the factory. Within that email, they went on to apologize for the factory's mistake and that since it was their mistake they (the factory) should pay for it.
The tone of that email set me off and I took exception to some things in it so I sent back a pointed response and said if the bag had been checked before it was sent to me, there wouldnt be this problem.
I then was told that the factory did check my bag but got confused between light blue and beige lining.
ARE YOU KIDDING ME! These colors are not even close. If the place making these bags can't tell the difference between BLUE and BEIGE, we have issues.
I have too much going on to deal with this crap so I think I am just going to suck it up and keep the bag and not deal with them further. I haven't replied to their last email and dont plan to.
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