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#586
I am not sure i follow the problem - because you paid in full with a 2% extra charge for using paypal. I thought BE had to authorise paypal transactions individually, which means that the sale price is already agreed.
I think they should just absorb the error and not be asking you for extra money for their mistake. After all, a BE couture or a sale bag from the website is final sale and we are asked to honour that value. It is like you say, the principle here that is important
 
#587
pinkdiamond said:
I am not sure i follow the problem - because you paid in full with a 2% extra charge for using paypal. I thought BE had to authorise paypal transactions individually, which means that the sale price is already agreed.
I think they should just absorb the error and not be asking you for extra money for their mistake. After all, a BE couture or a sale bag from the website is final sale and we are asked to honour that value. It is like you say, the principle here that is important
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EXCELLENT POINT and one I had forgotten about. You'd make a great lawyer!

Rose and Jackie had both given me their Paypal address of where to deposit the monies and authorized it on my behalf. Rose gave me the clearance and I even confirmed the price I was depositing with her on a few occasions. Geesh. Now I really have a headache.

Thanks PinkDiamond I should really raise this issue to Jackie. At this point I"m sad and very disappointed over this entire experience.

But you're SO right that I already had been given full permission to pay the BEC price of 720 PLUS 2% and I have the correspondence all saved from Rose telling me to pay this BEC price in case Jackie would like to review. Although I think even she was cc'd for all the emails so she has them right there.

I just don't want to bicker over what should be a lovely experience!
 
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#588
lionlaw said:
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.
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I am horrified at the way Jackie is handling this issue. The mature way for BE to handle this is to take the bag back at their cost and either change the lining or remake the bag, at no cost to lionlaw in any way, other than the inconvenience of the whole thing. Okay, maybe they could throw in an angel purse or some-such to help make things right.

Jackie either deflects responsibility (blaming the factory) or blames the consumer/makes them feel guilty rather than simply taking responsibility for errors (which will always occur) in a generous and gracious manner. I guess she'll finally learn from customers no longer buying from BE directly, as she doesn't seem to learn from the verbal feedback she's getting.
 
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#591
lovebags2 said:
EXCELLENT POINT and one I had forgotten about. You'd make a great lawyer!

Rose and Jackie had both given me their Paypal address of where to deposit the monies and authorized it on my behalf. Rose gave me the clearance and I even confirmed the price I was depositing with her on a few occasions. Geesh. Now I really have a headache.

Thanks PinkDiamond I should really raise this issue to Jackie. At this point I"m sad and very disappointed over this entire experience.

But you're SO right that I already had been given full permission to pay the BEC price of 720 PLUS 2% and I have the correspondence all saved from Rose telling me to pay this BEC price in case Jackie would like to review. Although I think even she was cc'd for all the emails so she has them right there.

I just don't want to bicker over what should be a lovely experience!
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My dad thought I would be a good lawyer too, but to his disappointment I opted for journalism! :p I think you could argue that the price was already agreed. I don't think the law covers you if you bought a bag online for 1p which would be an obvious mispricing, but if you have been emailing Rose and Jackie about Paypal, surely you have agreed the T&C of the sale?

I don't think it's right either you or Lionlaw are stressing over a luxury purchase like this
 
#592
Jenny1963 said:
I am horrified at the way Jackie is handling this issue. The mature way for BE to handle this is to take the bag back at their cost and either change the lining or remake the bag, at no cost to lionlaw in any way, other than the inconvenience of the whole thing. Okay, maybe they could throw in an angel purse or some-such to help make things right.

Jackie either deflects responsibility (blaming the factory) or blames the consumer/makes them feel guilty rather than simply taking responsibility for errors (which will always occur) in a generous and gracious manner. I guess she'll finally learn from customers no longer using BEC, as she doesn't seem to learn from the verbal feedback she's getting.
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In the UK, this situation would definately come under the Sale of Goods act in the sense you didn't get what you paid for (the lining was wrong) and the contract was with the shop/retailer NOT the atelier.
 
#594
Jenny1963 said:
I am horrified at the way Jackie is handling this issue. The mature way for BE to handle this is to take the bag back at their cost and either change the lining or remake the bag, at no cost to lionlaw in any way, other than the inconvenience of the whole thing. Okay, maybe they could throw in an angel purse or some-such to help make things right.

Jackie either deflects responsibility (blaming the factory) or blames the consumer/makes them feel guilty rather than simply taking responsibility for errors (which will always occur) in a generous and gracious manner. I guess she'll finally learn from customers no longer buying from BE directly, as she doesn't seem to learn from the verbal feedback she's getting.
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I don't like to get too involved in this, but Jenny, I completely agree with your post, especially the second part.
 
#595
I'm expecting a BEC order to arrive next week & I hope it's what I asked for/ordered. Jackie has assured me it will be.

I'll be sure to inform all of you if my order came through the way I wanted it to.
 
#596
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#597
Lionlaw and Lovebags - I hope you get your issues resolved soon and get your lovely bags so we can all see them -- I really, really want to see that black crash Enchant Me!!! FYI - Jackie has been out of the office in Italy doing designing stuff and that's probably contributed to the delay in getting this resolved - they are still a really small company and having a problem arise when the ceo isn't around probably compounds the problem. I worry that with the issues lately that the only solution might be a much more limited number of custom options in order to limit the possibilities for errors and streamline the process -- I'd image all the ateliers are much more accustomed to making each style of bag in maybe several leather colors, but all having the same features, lining, hardware, etc.
 
#599
Jenny1963 said:
I am horrified at the way Jackie is handling this issue. The mature way for BE to handle this is to take the bag back at their cost and either change the lining or remake the bag, at no cost to lionlaw in any way, other than the inconvenience of the whole thing. Okay, maybe they could throw in an angel purse or some-such to help make things right.

Jackie either deflects responsibility (blaming the factory) or blames the consumer/makes them feel guilty rather than simply taking responsibility for errors (which will always occur) in a generous and gracious manner. I guess she'll finally learn from customers no longer buying from BE directly, as she doesn't seem to learn from the verbal feedback she's getting.
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Jenny, Truer words have actually never been spoken. I couldn't possibly agree more especially about the denial and pushing the blame part. You're observations are spot on as far as I'm concerned based on my experiences with hindsight now.

That said, I do have some really good news to share with everyone. First I just want to thank all for the incredible support I received here on sharing my black crash EM experience. I almost remained quiet about it but I"m glad I decided to share since it's information that I believe should be told about how the company treats their customers.

Now onto some happy news. I heard back from Rose. She told me that Jackie has now changed her mind and agreed to honor the price.:yahoo: I"m very happy with the outcome and now I can continue my order without having the stress on whether to cancel based on sheer principle. The extra money difference wasn't that much so it wasn't ever about that for me.

I still think it was wrong for them to even ask me to begin with. Jackie knew there was an error on their part and yet she STILL asked for more. That tells me a lot and still leaves a bad taste but at the end of the day it's just a bag and I"m glad it's coming in my direction ladies!
 
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#600
VanBod1525 said:
Yes, I really want to see that Black Crash Enchant Me too! and Lovebags, if you aren't happy with it....ahem...I could always make some room in my closet!
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You're cute. Thanks though for all you're support.

Now I can use you're help whether to get the gold or silver hardware. I"m thinking about this now over my coffee.... Meet me in my thread later. LOL
 
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