Customer Service/Quality Control issues post here.

[*suzi*]

I am just going to add that the sentence I bolded above is very, very wrong in a couture order, and I think it sums up the entire problem. Customers are worried that their bag won't be what they ordered, that they are going to have to fight to get things fixed and that is NOT a luxury experience, IMO. If I ordered BEC I would expect the best, nothing less.

I'm still here but have let my wallet do my talking and not bought anything BE at all anymore, but I still love to look at all the successful eye candy that rolls out.

I have to agree that the BEC experience should not be scary. I can't even imagine how upset I would be if I finally placed my BEC order for a black crash Rock Me only to find that it arrives wrong after I have waited in anticipation.

I love my BE bags, but something definitely has to be done to make sure that bags are not arriving different than the confirmed order.

 

[bonniekir]

I have no worries whatsoever placing orders through BEC, because I expect to recieve what I ordered.
Well, a few times, I have not been overjoyed with my own creations, but I wanted it..and got it..lol..In the future I'll be sure to ask BE some advice before being too inventive!

 

[*suzi*]

^ Well, you do make a valid point Bonnie. You are the queen of BEC orders! I suppose the vast majority do make it out as planned and we tend to discuss the tiny percentage here that escape not as ordered, but it would help BE immensely if they put controls in place to prevent it from happening at all.

 

[VanBod1525]

Suzi, it agree. If a customer orders something and they don't like it when it arrives that is one thing. But if you get something you didn't order, then that's a totally different thing. If there was clear guidance from BE on this issue, there would be no anxiety whatsoever.

 

[lovebags2]

I have a customer service issue that I"d like to share since it might affect others.

I know, I know I totally swore off BE due to all the complaints, issues etc.. BUT then the other night I was talking to my friend and I liked what I was hearing about the EM. I thought okay why not? I thought everything was going smoothly with my order. Then today I received an email from Aimee.

I ordered a large black crash EM and clearly on the website (even my friend saved it on her wishlist for a pewter crash EM and the price was 720 for her) it stated my price owed was 720 when you minus the messenger straps, detachable rings etc...

I immediately paid not only my deposit but the entire balance in full ahead of schedule PLUS 2% to use the Paypal service. I like to pay off things early so I know its done.

Today I received an email from Aimee stating that the price on the BEC is wrong and they refuse to stand behind or honor that price. They now want an extra 45.30 for the extra in crash leather. And on the website my friend even pointed out that I already paid an extra 17 dollars for the crash leather when she made her wishlist BEC for pewter crash.

In any event I just wanted to pass this information along as its pertinent for anyone else that might want to buy a EM in a crash leather or perhaps another crash choice. Don't expect BE to honor their stated prices as Aimee already mentioned even though it was their error they expect payment. I"m not sure when they will fix this on the site if they haven't already after my experience.

This isn't about money ladies as it's really not that much extra. It's just the principle behind.

P.S. I just read the email again and Aimee stated the error is all hers since she's new to taking over the logisitics end and in the past she has allowed others a discount for not including a messenger strap etc... But I don't understand how any of this is her fault when it's clearly on the website for BEC. I requested she ask Jackie one final time if she is willing to honor her website price. I"ll keep everyone posted!

 

[lionlaw]

I have no worries whatsoever placing orders through BEC, because I expect to recieve what I ordered.
Well, a few times, I have not been overjoyed with my own creations, but I wanted it..and got it..lol..In the future I'll be sure to ask BE some advice before being too inventive!

I 100% agree that the vast majority of BECs go off without a problem. I myself have ordered several and this is the only issue I have had.

That said, when something does go wrong, you expect to get a quick and easy resolution when it is a clear mistake. Mistakes can happen to anyone, so it is how a company handles the mistakes that tells me how good cs of a company really is.

In my case, despite raising it on Monday, it is now Friday and I am still waiting to hear. Responsibility and resolution of the error has been shifted to the factory so despite me buying from BE and not the factory, I am dependent on the factory for a resolution.

Like I said before, I will probably just keep the bag and be done with it. BUT I dont think I would buy another bec bag again after this.

 

[lovebags2]

I 100% agree that the vast majority of BECs go off without a problem. I myself have ordered several and this is the only issue I have had.

That said, when something does go wrong, you expect to get a quick and easy resolution when it is a clear mistake. Mistakes can happen to anyone, so it is how a company handles the mistakes that tells me how good cs of a company really is.

In my case, despite raising it on Monday, it is now Friday and I am still waiting to hear. Responsibility and resolution of the error has been shifted to the factory so despite me buying from BE and not the factory, I am dependent on the factory for a resolution.

Like I said before, I will probably just keep the bag and be done with it. BUT I dont think I would buy another bec bag again after this.

Hi Lionlaw,

I'm sorry you're having to wait back from Jackie for this entire week! I know what thats like as my BEC order is totally up in the air at the moment now too.

Since you shared your experience here I did send Rose an email in addition to my BEC confirming all the details yet again for further clarification. I can't say I"m still not worried but I feel better taking these extra precautions. Thanks again for keeping us informed!

May I ask if you did decide to return the bag would Jackie at least reimburse for you're shipping and custom expense?

Good Luck LL!

 

[mariabdc]

One question, from what i've heard, it usually takes ages to get a refund for the difference between the actual cost of shipping an AP and the standard charge on the website... Dont you think this could be calculated automatically when one places her order?

Another issue... I was expecting a refund for the shipping cost of sending my Hold Me back to Italy for repair (due to uneven stitching that caused the lining to come loose)... It was something like 14,78 euros and i just got 13,12 credited by Money Bookers on my VISA balance... That's too big a difference to be due to differences in the exchange rates, isnt it? Do they charge a fee for reimbursing your money? I am a bit puzzled!

 

[citychris]

P.S. I just read the email again and Aimee stated the error is all hers since she's new to taking over the logisitics end and in the past she has allowed others a discount for not including a messenger strap etc... But I don't understand how any of this is her fault when it's clearly on the website for BEC. I requested she ask Jackie one final time if she is willing to honor her website price. I"ll keep everyone posted!

I think Aimee is the web content manager, so maybe that's why she's saying it's her fault. It would be nice if the price were less if you don't want the messenger strap, since there is a standard cost for an extra strap.

 

[lovebags2]

I think Aimee is the web content manager, so maybe that's why she's saying it's her fault. It would be nice if the price were less if you don't want the messenger strap, since there is a standard cost for an extra strap.

Aah, thanks Citychris. That must be why Aimee is taking full ownership of the error. I couldn't understand what on earth she had to do with a website mistake. Okay that makes more sense now.

But the question is should BE honor their posted price on my black crash EM or no? I'll give this one a good think today about the best way to proceed. I really DO want the bag. But the principle is bothering me.....

Yes agreed about the messenger strap! I just went back on BEC and the original price was 748. Then a deduction of 25 for the fixed handles and then another further deduction for no messenger bringing it down to 703. Then BEC charged me an extra 17 for buying a crash leather. So I did pay extra for the crash. And even if Aimee wanted to charge more money for crash its still clearly stated right now on the website as this price. I understand that I'd know going forward though....

Maria - fee for reimbursing your money. That's funny. Thanks for making me laugh just now. I needed that!

 

[sgreg]

I am surprised that the extra cost for crash on a $703 EM (I'm presuming the normal, not oversized) is $62. This isn't consistent with the extra price percentage for crash for other bags on BEC (I checked the WTM and it isn't that much). Is Aimee sure it is that much, or is it wrong for other bag types too?

With respect to the principle, if BEC hadn't whacked any surplus on for crash it would be one thing. Seeming as they did - just the wrong price - you shouldn't have to pay it IMO. That being said, I've bought stuff from other websites before and been informed they messed up the price, so perhaps there is more leeway with online technical issues. The solution was for that website was to refund the money, which perhaps is an option BE will/should offer you.

 

[bonniekir]

^ Well, you do make a valid point Bonnie. You are the queen of BEC orders! I suppose the vast majority do make it out as planned and we tend to discuss the tiny percentage here that escape not as ordered, but it would help BE immensely if they put controls in place to prevent it from happening at all.

No, no queen of BEC orders here at all..just BEC'd a lot, while the pups were younger..LOL..but ITA with you..better control might be needed absolutely!

 

[bonniekir]

I 100% agree that the vast majority of BECs go off without a problem. I myself have ordered several and this is the only issue I have had.

That said, when something does go wrong, you expect to get a quick and easy resolution when it is a clear mistake. Mistakes can happen to anyone, so it is how a company handles the mistakes that tells me how good cs of a company really is.

In my case, despite raising it on Monday, it is now Friday and I am still waiting to hear. Responsibility and resolution of the error has been shifted to the factory so despite me buying from BE and not the factory, I am dependent on the factory for a resolution.

Like I said before, I will probably just keep the bag and be done with it. BUT I dont think I would buy another bec bag again after this.

ITA with you..it can not be fun to recieve a bag not ordered..and certainly mistakes should be dealt with fast and painless for the customer.

 

[K.Z.]

Yikes...

TBH, I think BE needs to fix how it's handling BEC orders in order to eliminate or drastically reduce the chance of screw-ups a.s.a.p. After reading about all these BEC nightmares--from the mistakes in leathers and linings to defects and billing problems--there's simply no way I would risk ordering a BEC bag, which in my book should be a pleasant, classy, fun and memorable (in a good way) experience. What a bummer!

 

[lovebags2]

Yikes...

TBH, I think BE needs to fix how it's handling BEC orders in order to eliminate or drastically reduce the chance of screw-ups a.s.a.p. After reading about all these BEC nightmares--from the mistakes in leathers and linings to defects and billing problems--there's simply no way I would risk ordering a BEC bag, which in my book should be a pleasant, classy, fun and memorable (in a good way) experience. What a bummer!

You just sumarized beautifully the way I feel about how buying a handbag from a Customer Service/luxe company should be! I"m sorry but today I"m just not seeing the CS or the Luxe. I"m just walking away with a headache TBH.

I don't want to complain here either. I"m only sharing my experience so that anyone else can know some prices aren't correct on the website and they won't honor. This is something I think everyone should at least be aware of. I know it holds true for crash leathers I"m not sure about anything else.

I hope to hear back from BE soon SO I can then make a decision. I feel for LL as I've only been waiting a day and here she is a week later!