Hi moonfancy, which two pebbled luxes have you not had problems with? The two lb2 hasn't had probs with are two of the heavier and larger grained ones. Thanks!
Customer Service/Quality Control issues post here.
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Hi moonfancy, which two pebbled luxes have you not had problems with? The two lb2 hasn't had probs with are two of the heavier and larger grained ones. Thanks!
"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."
.......and all the more reason why I am disappointed that Jackie never got the BE customer board beyond the discussion phase.
I think this would have taken care of a lot of issues before so many hard feelings and bad blood was exchanged.
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."
.......and all the more reason why I am disappointed that Jackie never got the BE customer board beyond the discussion phase.I think this would have taken care of a lot of issues before so many hard feelings and bad blood was exchanged.
I think everyone has made excellent points tonight. Hip especially you!
Lilac - I couldn't agree more with you re the tan.
Sure perhaps a few tan orders would've been cancelled for the short term when ladies were informed about the change. That would be the expected reaction and reasonably so especially until others read the reviews and became more comfortable. But look what it would've prevented down the road. IMHO the customer should have the right to know about this change before funds are exchanged. I do hope BE will take under consideration VanBod's suggestions going ahead.
I have a feeling many have been frustrated over CS issues for awhile and are now being more vocal (perhaps part based on Hips observations).
Ms. Lizardo I agree with you too re the thread. I'm still hopeful that these issues will get addressed by BE at some point. Too many quality points for it not be recognized and addressed, no?
Lilac - I couldn't agree more with you re the tan.
Sure perhaps a few tan orders would've been cancelled for the short term when ladies were informed about the change. That would be the expected reaction and reasonably so especially until others read the reviews and became more comfortable. But look what it would've prevented down the road. IMHO the customer should have the right to know about this change before funds are exchanged. I do hope BE will take under consideration VanBod's suggestions going ahead.
I have a feeling many have been frustrated over CS issues for awhile and are now being more vocal (perhaps part based on Hips observations).
Ms. Lizardo I agree with you too re the thread. I'm still hopeful that these issues will get addressed by BE at some point. Too many quality points for it not be recognized and addressed, no?
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That is interesting because I was sent larger sized silver replacement rings for my SPM too. Luckily they do work on that bag but don't look as attractive.
I did email Jackie with my suggestion about numbering the leathers so that when a colour is launched, e.g Tan Matte, it could be called Tan Matte 101 and then, should there be a change in the supply of leather that affected the colour in anyway, they could call the second batch Tan Matte 102. That way customers who really loved Tan Matte 101 could get a swatch of 102 to make sure they loved that colour as much before ordering. I hope all that makes sense!
Now, I must add that I know absolutely zero about the leather business so what seems like a perfectly logical system to me may not be possible but I think Ignes does something similar to what I described above.
Jackie responded and said I really should use their website as a guide when ordering. Ok, fine. But how would that help me if I ordered a red bag like gga did? The tomato red and the blue-red were grouped under one colour on the site but are clearly two totally different reds!
I definitely think this is something they need to address as several ladies here have commented that Tan Matte, Chocolate Matte and Mottled Gold have changed.
Now, I must add that I know absolutely zero about the leather business so what seems like a perfectly logical system to me may not be possible but I think Ignes does something similar to what I described above.
Jackie responded and said I really should use their website as a guide when ordering. Ok, fine. But how would that help me if I ordered a red bag like gga did? The tomato red and the blue-red were grouped under one colour on the site but are clearly two totally different reds!
I definitely think this is something they need to address as several ladies here have commented that Tan Matte, Chocolate Matte and Mottled Gold have changed.
I don't see how we can do that because the colour depicted in the photo on the BE website is not always a good representation of the real colour of the leather (...and particularly as photos look different on different monitors). The only thing we can do is request a swatch and insist on returning the bag (BEC or not) if it does not come out looking nearly if not exactly the same colour as the swatch. Judging whether the colour matches or not could, of course, lead to a lot of dispute.
Vanbod..I also suggested this to Jackie, and what I understand is that there will be variations of the leathers from batch to batch, and it'll be hard to keep up with this. But I guess when ordering one can write and inquire about the leather in stock..I have at least, just to be sure.
But the mottled Gold should be the same, since this is bought in a large quantity in advance.
But the mottled Gold should be the same, since this is bought in a large quantity in advance.
Bonnie, fair point about it being hard to keep up with numbering different batches.
I do think it needs to be clearer then on BEC that you need to contact BE about the leather before you order. The last time I was on BEC (just ahem, playing at creating another bag
) there didn't seem to be any guidance. You went to leather and you took your pick and apart from the cursory "navy is a true blue blah blah", there wasn't much other info. Some colours don't even have that.
As a member of TPF and a regular purchaser of BE bags, I've learned a lot about the leathers, changes in colour/thickness etc but what about customers who are not? I do think the BEC system is imperfect. That isn't meant in a nasty way, every system can and does periodically need to be improved and as this is marketed as the luxe option and you pay more for these bags, I would hope that something will be done to address various issues raised here.
I do think it needs to be clearer then on BEC that you need to contact BE about the leather before you order. The last time I was on BEC (just ahem, playing at creating another bag
) there didn't seem to be any guidance. You went to leather and you took your pick and apart from the cursory "navy is a true blue blah blah", there wasn't much other info. Some colours don't even have that.As a member of TPF and a regular purchaser of BE bags, I've learned a lot about the leathers, changes in colour/thickness etc but what about customers who are not? I do think the BEC system is imperfect. That isn't meant in a nasty way, every system can and does periodically need to be improved and as this is marketed as the luxe option and you pay more for these bags, I would hope that something will be done to address various issues raised here.
Jenova, great points! For me, emailing and requesting swatches is a bit of a hassle but then I have to admit I'm a bit lazy!
Also, and I'm not stirring the pot here I promise, if a customer can't get a resolution to something as simple as an incorrect lining, I can't imagine that they'd have any luck getting a new bag because the colour didn't match the swatch.
I think the suggestion of trying to keep track of the different leather versions is good, but I also think it only works for people who are long-time customers of BE. Someone who is brand new and looking to buy a tan bag wouldn't know the difference between 101, 102 or 103. And if there are 3 or 4 more versions then that probably would be even more confusing.
What if BE were to use current photos of leathers on BEC and send out a confirmatory swatch to every customer that places a custom order? Then they wait for final approval before pushing through with the order. And if someone doesn't want a swatch then they waive any right to complain if they want tan 102 but get tan 101. What do you think?
Since BEC is an important part of BE, I wish someone would take the trouble to take nice closeups of ALL the leathers on offer, showing their color and texture, and put them up on the website. There are some leather pics, some "Image not available" and a picture of gga's enchant me. lol.
Vanbod, that's hysterical!:lolots:
And boy is what you just said the truth of it all!
Finzup - another great point! BE just needs to take the "care" for those little extra details on their website as to what you just stated. Those details mean a lot to me and are very important to how the designer respects their customer base. Its not crucial in purchasing but it just helps show a good faith gesture on their end to at least prevent errors and not just be concerned about sales. I think it would create a better atmosphere (more relaxed) to begin with and ease anxiety in BE buying if they were to take you're suggestion on board. Lots of great suggestions here. I hope BE listens...
I'd also love to see more modeling pictures and perhaps in a few different poses?
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