Customer Service/Quality Control issues post here.

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#646
risingsun said:
Lionlaw~you seemed to be thrilled about your BE bags. I'm sorry that this incident has set you off the bags. I'm curious if similar incidents happened with JC. As I understand it, CS/QC was a problem with Ignes. What brand do you think will meet your exacting standards? I'm a picky person, too.
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I don't think getting upset when you order a bespoke bag, the bag arrives NOT as ordered, and you have trouble getting a resolution means I have "exacting standards."

You are right, I was thrilled with the BE bags. I had no major problems. But the utter lack of a prompt response, the blame shifting, the failure to answer my numerous quesitons, etc., during this last episode has totally turned me off BE. As I said, I won't purchase another.

It seems like when things are going great, they are good. But from the numerous incidents recounted here, it seems like when there are issues the CS goes dramatically downhill.

I still purchase JC and have no issues with their quality. I have moved from Jc because the latest styles do not suit me, but it is not a QC issue.

As far as Ignes goes, there were major issues with the bags- paint peeling, wrong leather, zippers ripped, etc. I don't think expecting paint not to peel off a new bag is exacting either. As far as customer service goes, Be could learn from Ignes. Ignes has vastly superior customer service, but I kept getting problem bags so I moved on.

I still buy the vast majority of designers like Prada, Chloe, Zagliani, Valentino, Jane August, Bottega Veneta, and Jimmy Choo bags.
 
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#648
lionlaw said:
As far as Ignes goes, there were major issues with the bags- paint peeling, wrong leather, zippers ripped, etc. I don't think expecting paint not to peel off a new bag is exacting either. As far as customer service goes, Be could learn from Ignes. Ignes has vastly superior customer service, but I kept getting problem bags so I moved on.
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I have been looking to buy some Ignes bags for a while, but haven't because of the numerous and ongoing quality issues I read about on that subforum. Reading your recent issues with the peeling and the handles falling off and stuff made me think I probably won't ever buy one, at least directly.

I am starting to feel a little wary of BE too now, even though I haven't had any major blips myself. The (extremely) minor blips I have experienced makes me concerned that a major one may be around the corner somewhere. Actually, I don't have a problem with this in itself, but if an atelier makes regular manufacturing errors then I want the CS to be beyond what I'd expect from another company with a more consistent atelier, and this is the sticking point for me.
 
#649
My view is this.......bungee jumping off the Kuala Lumpur towers might be perceived as "scary"......but purchasing a handbag shouldn't be.

My point? Be specific & have some faith. Don't expect the worst. Be clear & try to know what you want before you order it. This minimizes any confusion.

I agree wholeheartedly that when you order something to your exact specifications and are paying good money for it, you should receive 100% what you ordered/paid for. That's the beauty of BEC...to order a bag to YOUR specs.....NOT anyone else's.

I realize that each order is unique, but I've ordered several times via BEC without any problems & my bags arrived perfect & w/o error.

Keep an open mind!
 
#650
I agree with Contessa. My bags have all arrived in perfect condition, with one exception. It was handled quickly and painlessly by Jackie. I think it is fair to post another side to CS/QC in this thread. I'm sorry that some people are feeling frightened to purchase BE. There are those of us who are not and I am one of them.
 
#651
risingsun said:
^^^Thank you for answering my questions. I don't think there is anything wrong with having high standards. I have them, myself. It wasn't meant as a criticism.
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I think the problem is that you are saying I have high or exacting standards because I had a problem with not getting what I ordered. I did not make a special request. It was the lining color. It was not something that is open to interpretaiton. Blue is not beige.

If you want to discuss further, we can take it to PM. But it is not a high standard to expect to get the bag you bespoked.

I think it is great that you and others have had no problems. As I said, I haven't had any either until this order. I hope you get better service when you have a problem than I did.
 
#652
Hi! I think we need to remember the intent of this thread. . . it's specifically for CS/QC issues :yes:
I know it's hard for people who love their brand and haven't had any issues to read this. But that's what this thread is for :tup:
 
#654
ITA. Expecting what you order is not having "high standards." I think the mistake comes from reversing the concept that being OK or in agreement with not getting what one orders is having low standards.
 
#657
Lionlaw and Karmen, I totally agree with you both. I have ordered most of my BE bags via BEC and I agree that with a couture item there really is only 1 standard, and that is to get what you ordered. When that doesn't happen then the customer has every right to be upset. It has nothing to do with low or high standards - it's simply getting what you paid for. If you go to a boutique, pick out a bag, pay for it, and later find that the wrong style or color was packed for you, there would be no question about being able to return/exchange it. The same should apply to BEC even if it is a custom order.

I hesitate to say this here (but I will - and I am saying this only because I want to be helpful) but I think one of the problems of BE is that they may be too "personal." Almost everyone on this forum has a strong friendly relationship with Jackie and we know that mixing business with pleasure can sometimes be truly disastrous. It is difficult to complain to a friend about a product she has made/put her name on, and it is difficult for a friend to listen to complaints without being offended (regardless of how "fair" or "impartial" we think we are - we are only human!).

I honestly think that if someone is "wronged" it would be easier to complain to someone who is not your friend and the CEO of the company. I think there would be a lot less drama if CS issues were handled by a third person in an equally personal but less "friendly" manner. For example, being told about the costs of replacing a faulty bag etc (something a friend might be told) is not necessarily something a customer would care to know about or want to deal with.
 
#658
lovebags2 said:
Also ladies I just wanted to let everyone know about a quality issue I"m having with my port and root BE's. I've noticed that with my black pebbled and milk choco there were never any scratches on the surface. Although the durablitity factor with these leathers are wonderful they're just way too heavy for me especially as an everyday choice.

SO: When I received my new port and root I was attracted to how lightweight they are. But here's the bad news. I"m noticing with very gentle wear they are getting scratches all over and can't be buffed out. They are quite noticeable for some reason too.

Maybe I'll try at some point to take pics if they will show up on my camera so you can better understand what I"m talking about. I wanted to report this here so that others can be careful about this issue.

And I'd also like to hear everyone's feedback on their pebbled bags to see if I"m the only one having this problem. Thanks!
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Weird. I have two pebbled luxe bags and a third coming to me. I have dragged thise bags over and through things you wouldn't drag your worst enemy though. I have never had a problem, which is why I ordrered another.
 
#659
lovebags2 said:
I"m being curious today but does anyone know if Jackie took the suggestion onboard re numbering the different leather's?

I recall when BE switched tans and kept that quiet and then customer's started to discover it on their own. I have to laugh whenever someone sees my tan weekender set (new tan) since they always comment on it being a nice orange travel piece. And I recall Jackie saying there was absolutely no orange tones. That's funny now! Don't get me wrong I still love my weekender set and am happy that others in my family love it too but I get a smile when they call it orange.

Personally, I think they should just call the new tan "orange".;)
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I really dislike how the tan leathers keep switching. I have two different leathers that comprise my weekend set. Although it doesn't bother me because I don't carry the pieces at the same time, this is something that should have been disclosed before delivery.
 
#660
hipnycmom said:
Lionlaw and Karmen, I totally agree with you both. I have ordered most of my BE bags via BEC and I agree that with a couture item there really is only 1 standard, and that is to get what you ordered. When that doesn't happen then the customer has every right to be upset. It has nothing to do with low or high standards - it's simply getting what you paid for. If you go to a boutique, pick out a bag, pay for it, and later find that the wrong style or color was packed for you, there would be no question about being able to return/exchange it. The same should apply to BEC even if it is a custom order.

I hesitate to say this here (but I will - and I am saying this only because I want to be helpful) but I think one of the problems of BE is that they may be too "personal." Almost everyone on this forum has a strong friendly relationship with Jackie and we know that mixing business with pleasure can sometimes be truly disastrous. It is difficult to complain to a friend about a product she has made/put her name on, and it is difficult for a friend to listen to complaints without being offended (regardless of how "fair" or "impartial" we think we are - we are only human!).

I honestly think that if someone is "wronged" it would be easier to complain to someone who is not your friend and the CEO of the company. I think there would be a lot less drama if CS issues were handled by a third person in an equally personal but less "friendly" manner. For example, being told about the costs of replacing a faulty bag etc (something a friend might be told) is not necessarily something a customer would care to know about or want to deal with.
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I think that's a very interesting and good point. :yes:
 
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