I agree that it is disappointing that the leathers keep switching without a head's up on the changes. I am upset to hear that the port and root pebbled leathers are not as indestructible as the earlier pebbled leathers. I purchased them specifically because I loved the way my other pebbled leathers showed no wear. I haven't carried my bags enough to tell if they wear, but it is disappointing to read this.
Customer Service/Quality Control issues post here.
- Thread starter *suzi*
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Hi, Bonnie! I'm wondering about mottled gold because I have 4 items in it; an angel purse, kiss me clutch, protect me and TME. They are each one different in one way or another. I owned a SMM too that was different still! The SMM had thick, chewy, very mottled leather which I LOVED! My AP is very light in color, not much of the mottled effect, my KM clutch is more mottled and seems heavier, the PM is smooth and mottled and the TME is lightly mottled but very veiny/crackled on the surface, nothing like that first SMM that I owned. I love each item but if I were to be quite honest I would have liked them to all be like the SMM. I'm not complaining though, just not sure if this is just considered variations or if it is indeed different?
I think if I had bespoked a bag thinking that I was ordering the same leather as was on the SMM I would have been disappointed but I got the TME at a fabulous price so was thrilled with it in spite of those differences. 
Last post on any thread on the BE subforum. As brief and to the point as possible but it is long. Nothing but facts. I have only purchased a total of 4 bags directly from BE.
* The first BE I purchased was a year ago. It was for my birthday/anniversary as a gift from DH.
* No need to reiterate what occured. It was finally resolved.
* Two other bags were purchased directly from BE subsequently. No major problems other than rubbed corners.
*Did not purchase any others because I preferred the IYT which I purchased second-hand.
* Did a search for IYT and the one on the BE sales site popped up. Type of leather and color sounded lovely. Same time of year, same special occasion for me. No image of bag was on BE website during sale. Only description as "unused sample excellent condition".
*Due to past problem with first bag ordered from BE stock, emailed Jackie with questions.
* Was reassured by Jackie: Pink: it is the full sized one, very light weight, gorgeous leather, perfect
condition. Silver hardware. TWO ZIPPERS.[We've never had a single issue of a crooked zipper other than yours, so I
think you'd be safe.
*I've skipped over everything else because it has been beaten to death, until this part. Upon receipt and opening the box, I supplied everything BE asked for. [/B]
*I've already posted much so I've skipped to this part.
*Was first told to keep the bag, and BE would also give me refund because of the potential for trouble. Condition was I would not buy from BE again. Excerpt from email. "I’ll refund your money and you keep the bag on the condition that you don’t mention this and you don’t purchase from us again."
*Second BE email immediately follows.Excerpt from email. "It just occurred to me – I’m asking you not to mention that we refunded the money and let you keep the bag because the only reason for doing it is because you’re a special customer. Not to not mention the bag itself."
*I will not go into anything further details or post any thoughts and yes BE does have the right to refuse to sell to a customer as does any manufacturer.
*Due to Jackie's email to me when I first inquired about the bag (see above) stating that I was the only one who ever got a crooked zipper, I knew that she was referring to me with the initial post as the customer who was difficult and there are times she had to put her foot down and say no. The incidents related in that post were BE's perspective.
I've omitted what has already been posted here on the SF until here.
*I emailed the person who contacted me from BE and cc'd Jackie and explained that I don't want a free bag and a refund, I was not comfortable with this. I just want an immediate refund (not including duty I paid) and I want to return the bag. I wrote that would be more cost beneficial; BE could sell the bag since Jackie contended it was perfect.
* Received this response: I’ll be taking care of the return and refund of your bag. Here are the instructions for the return of the bag:
1.Mail the bag via USPS putting a low value of less than $100 on the customs form. Select standard service, cheapest option possible, and no insurance.
2. The address that you are returning the bag is as follows:
`
Accelero Direct Ltd
Unit F Merlin Centre
Gatehouse Close
AYLESBURY
HP19 8DP
Once the bag has been received, we will be notified. Please let us know the amount of the return shipping so that we may include that in the refund amount. As soon as you let us know that amount, your refund will be made. Thank you very much for your assistance in this matter.
Warm wishes
XOXO
Website Content Manager
Belen Echandia Limited
* I requested a call ticket to return the bag rather than to return it in the manner above, for specific reasons some of which have been posted here by Lionlaw and others.
*If a call ticket was not possible, I explained I would ship the package in the manner I best saw fit to ensure that I had tracking and insurance in full, in order to cover myself for full cost.
*I clarified I would list on the customs form return of a purse, and would first insist on being reimbursed for the return shipping and the full price of bag before I return the bag to BE. Since I was told to keep the bag and would get a full refund, this return would have been far more beneficial to BE.
*Response:
We have no corporate account, please send the bag via USPS and put a low customs value or else the bag won’t be accepted. Also, we need to receive the bag before making your refund. Thank you.
XOXO
Website Content Manager
Belen Echandia Limited
www.belenechandia.com
[email protected]
* My response (with much omitted since it was opinion): I will not return the purse in this manner, because it leaves me vulnerable, since I have no protection for my full payment, in the event of loss, damage or theft. Therefore, if I comply with your terms before I receive my refund of shipping and the cost of the bag, in the event that customs confiscates the purse for whatever reason, or it gets lost, stolen or damaged, I will be in a worse position than I am now if I keep the bag and chalk it up as a loss.
* If I ship it insured for full value, plus tracking and delivery confirmation, you were instructed to inform me that BE will refuse to accept the delivery. It is highly unlikely that the purse will be returned to me should this happen.
*Jackie's response: Please return the bag as requested.
* I had debated whether or not to post anything but since many of you have wondered why some women never post the resolution to a CS issue after posting on this forum, I have decided to return and post one last time.
*Here is my resolution. I did not respond to Jackie's final email. I will never buy directly from BE again. (I will keep my opinion to myself about why it was not necessary for BE to stipulate that condition).
* Furthermore, I had been advised by a friend who works for the United States Post Office, NEVER to ship anything overseas in this manner because often, the C22 form is not scanned and is therefore not in the system should the receiver claim it had not been received or if it had been damaged in transit..etc. No comment about the rules and regulations about undervaluing on my end of the transaction when I paid full shipping etc. to have it sent here.
*I decided that given the situation, I had no choice but to keep a sample bag that I paid far more for than many speculated about for, plus shipping, plus duty. Furthermore, I had never signed up for moneybookers but found out when I called my CC company, that the sale was listed as moneybookers rather than BE.
I purchased it directly from BE only because I trusted that I was told the truth about it's quality and condition. I will not say anything else about this matter nor will I respond any further on this SF.
* The first BE I purchased was a year ago. It was for my birthday/anniversary as a gift from DH.
* No need to reiterate what occured. It was finally resolved.
* Two other bags were purchased directly from BE subsequently. No major problems other than rubbed corners.
*Did not purchase any others because I preferred the IYT which I purchased second-hand.
* Did a search for IYT and the one on the BE sales site popped up. Type of leather and color sounded lovely. Same time of year, same special occasion for me. No image of bag was on BE website during sale. Only description as "unused sample excellent condition".
*Due to past problem with first bag ordered from BE stock, emailed Jackie with questions.
* Was reassured by Jackie: Pink: it is the full sized one, very light weight, gorgeous leather, perfect
condition. Silver hardware. TWO ZIPPERS.[We've never had a single issue of a crooked zipper other than yours, so I
think you'd be safe
.*I've skipped over everything else because it has been beaten to death, until this part. Upon receipt and opening the box, I supplied everything BE asked for. [/B]
*I've already posted much so I've skipped to this part.
*Was first told to keep the bag, and BE would also give me refund because of the potential for trouble. Condition was I would not buy from BE again. Excerpt from email. "I’ll refund your money and you keep the bag on the condition that you don’t mention this and you don’t purchase from us again."
*Second BE email immediately follows.Excerpt from email. "It just occurred to me – I’m asking you not to mention that we refunded the money and let you keep the bag because the only reason for doing it is because you’re a special customer. Not to not mention the bag itself."
*I will not go into anything further details or post any thoughts and yes BE does have the right to refuse to sell to a customer as does any manufacturer.
*Due to Jackie's email to me when I first inquired about the bag (see above) stating that I was the only one who ever got a crooked zipper, I knew that she was referring to me with the initial post as the customer who was difficult and there are times she had to put her foot down and say no. The incidents related in that post were BE's perspective.
I've omitted what has already been posted here on the SF until here.
*I emailed the person who contacted me from BE and cc'd Jackie and explained that I don't want a free bag and a refund, I was not comfortable with this. I just want an immediate refund (not including duty I paid) and I want to return the bag. I wrote that would be more cost beneficial; BE could sell the bag since Jackie contended it was perfect.
* Received this response: I’ll be taking care of the return and refund of your bag. Here are the instructions for the return of the bag:
1.Mail the bag via USPS putting a low value of less than $100 on the customs form. Select standard service, cheapest option possible, and no insurance.
2. The address that you are returning the bag is as follows:
`
Accelero Direct Ltd
Unit F Merlin Centre
Gatehouse Close
AYLESBURY
HP19 8DP
Once the bag has been received, we will be notified. Please let us know the amount of the return shipping so that we may include that in the refund amount. As soon as you let us know that amount, your refund will be made. Thank you very much for your assistance in this matter.
Warm wishes
XOXO
Website Content Manager
Belen Echandia Limited
* I requested a call ticket to return the bag rather than to return it in the manner above, for specific reasons some of which have been posted here by Lionlaw and others.
*If a call ticket was not possible, I explained I would ship the package in the manner I best saw fit to ensure that I had tracking and insurance in full, in order to cover myself for full cost.
*I clarified I would list on the customs form return of a purse, and would first insist on being reimbursed for the return shipping and the full price of bag before I return the bag to BE. Since I was told to keep the bag and would get a full refund, this return would have been far more beneficial to BE.
*Response:
We have no corporate account, please send the bag via USPS and put a low customs value or else the bag won’t be accepted. Also, we need to receive the bag before making your refund. Thank you.
XOXO
Website Content Manager
Belen Echandia Limited
www.belenechandia.com
[email protected]
* My response (with much omitted since it was opinion): I will not return the purse in this manner, because it leaves me vulnerable, since I have no protection for my full payment, in the event of loss, damage or theft. Therefore, if I comply with your terms before I receive my refund of shipping and the cost of the bag, in the event that customs confiscates the purse for whatever reason, or it gets lost, stolen or damaged, I will be in a worse position than I am now if I keep the bag and chalk it up as a loss.
* If I ship it insured for full value, plus tracking and delivery confirmation, you were instructed to inform me that BE will refuse to accept the delivery. It is highly unlikely that the purse will be returned to me should this happen.
*Jackie's response: Please return the bag as requested.
* I had debated whether or not to post anything but since many of you have wondered why some women never post the resolution to a CS issue after posting on this forum, I have decided to return and post one last time.
*Here is my resolution. I did not respond to Jackie's final email. I will never buy directly from BE again. (I will keep my opinion to myself about why it was not necessary for BE to stipulate that condition).
* Furthermore, I had been advised by a friend who works for the United States Post Office, NEVER to ship anything overseas in this manner because often, the C22 form is not scanned and is therefore not in the system should the receiver claim it had not been received or if it had been damaged in transit..etc. No comment about the rules and regulations about undervaluing on my end of the transaction when I paid full shipping etc. to have it sent here.
*I decided that given the situation, I had no choice but to keep a sample bag that I paid far more for than many speculated about for, plus shipping, plus duty. Furthermore, I had never signed up for moneybookers but found out when I called my CC company, that the sale was listed as moneybookers rather than BE.
I purchased it directly from BE only because I trusted that I was told the truth about it's quality and condition. I will not say anything else about this matter nor will I respond any further on this SF.
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Gingey - Thanks for providing us your update. You're absolutely right it's nice to know how things gained closure. I think the ladies all mean well including myself by wanting to know the ending. Personally, I'm always cheering for a happy one for the customer!
I won't comment about the specifics of you're case but only wanted to let you know I understand the uncomfortable position you were placed when asked to return the bag by declaring a low value. That's anxiety when your asked to do that considering theres a lot to risk. Unfortunately, even my post master warned me NOT to ever do that since all the horror stories he's witnessed with things going to wrong countries, lost and stolen. I explained my hesitation to Jackie on this topic as well.
I always want to declare full value to protect my investment and I feel that should almost be my right unless of course BE wants to take full responsibility should something happen but I was never disclosed that in writting so I had to assume thats not the case?
My question is does anyone know if something happens to the bag if you declare a low value will BE take ownership of that mistake? I'd like to know this myself since I "think" I might try the black crash IB midi and in case It doesn't work for me this is an important factor for me when returning.
My final comment Gingey is if I had a nickel for everytime Jackie either told me or someone I know "this is the only time I've ever heard of this happening or your the only one" well you know the rest....
I recall being told I along with another customer were the only ones not registering for Moneybookers only later to discover many of my PF friends never signed up either and are using Paypal just like me. Go figure!
Good Luck Gingey and I hope you have a lovely holiday!
I won't comment about the specifics of you're case but only wanted to let you know I understand the uncomfortable position you were placed when asked to return the bag by declaring a low value. That's anxiety when your asked to do that considering theres a lot to risk. Unfortunately, even my post master warned me NOT to ever do that since all the horror stories he's witnessed with things going to wrong countries, lost and stolen. I explained my hesitation to Jackie on this topic as well.
I always want to declare full value to protect my investment and I feel that should almost be my right unless of course BE wants to take full responsibility should something happen but I was never disclosed that in writting so I had to assume thats not the case?
My question is does anyone know if something happens to the bag if you declare a low value will BE take ownership of that mistake? I'd like to know this myself since I "think" I might try the black crash IB midi and in case It doesn't work for me this is an important factor for me when returning.
My final comment Gingey is if I had a nickel for everytime Jackie either told me or someone I know "this is the only time I've ever heard of this happening or your the only one" well you know the rest....
I recall being told I along with another customer were the only ones not registering for Moneybookers only later to discover many of my PF friends never signed up either and are using Paypal just like me. Go figure!
Good Luck Gingey and I hope you have a lovely holiday!
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Lovebags - I just wanted to respond to your question. I try to be neutral as possible on this forum because BE does not seem to have a set policy on handling resolutions, and I truly believe that everyone has a different experience. Maybe that is part of the problem? If BE had some concrete policies that applied to everyone, there wouldn't be differing opinions about BE's customer service? In any case, I have always felt confident in BE's customer service because I had to return a bag several years ago (prior to being a mod), and I sent a bag back to the wrong address. The bag was never found, and Jackie was kind enough to replace my bag anyway. I have never owned a ton of BE bags since I keep my collection small (maybe eight BE's purchased in all), but they helped me anyway when clearly the problem was my own fault. So, my experience with BE has always been positive. However, I can clearly see that some people have not received similar experiences. It's just difficult for me to ever form an opinion either way, since there are always two sides to every story.
Gingey - Thank you for posting your resolution. I wish your experience had been better. I can clearly see how frustrating this experience has been for you.
Gingey - Thank you for posting your resolution. I wish your experience had been better. I can clearly see how frustrating this experience has been for you.
Hi Suzi, thanks for sharing your experience. But I'm emailing Rose right now to ask her what happens if I return my black crash IB next month with the low value. I understand Jackie honored your missing bag but that was also years ago and to be frank things may have changed since then or she might not allow that for everyone like your point.
I can't return it and then declare a full value since BE stated they would not accept so I just want a litte reassurance and I"ll feel so much better about buying this bag now.
I can't return it and then declare a full value since BE stated they would not accept so I just want a litte reassurance and I"ll feel so much better about buying this bag now.
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Hipnycmom, that's a good point and something I hadn't thought of but you are right, more current/better photos would be more helpful as would a swatch to every customer before purchasing. Again, I'm not in the handbag business so I don't know how much extra work this would be but if it clears up customer disatisfaction or prevents confusion, it might be worth it in the end for BE to implement.
BE is for the most part an internet retailer, so I really think their website needs to be as up to date as possible e.g. photos of all available leathers, linings, hardware. Photos of extras and how those look in a custom bag e.g. what does a bag with a waterbottle added look like inside?
That would really guide "visual" people like me to make decisions.
BE's T&C with regards to returns and exchanges:
That last paragraph is the most interesting to me... How is this consistent with what BE have instructed customers to do, as related in this thread? A website can be outdated, yes, but if a major change has been made to BE's returns/exchanges policy, it should certainly have been reflected on the website.
Mail the bag via USPS putting a low value of less than $100 on the customs form. Select standard service, cheapest option possible, and no insurance.
I don't like this at all. I wouldn't buy from a seller on Bonz/Ebay who wasn't prepared to insure the parcel. If it gets lost, we both lose.
Maybe I'm wrong but the only way I can interpret the above is that BE is looking to avoid paying customs on the returned item and is putting all the liability and risk onto the customer.
I don't like this at all. I wouldn't buy from a seller on Bonz/Ebay who wasn't prepared to insure the parcel. If it gets lost, we both lose.
Maybe I'm wrong but the only way I can interpret the above is that BE is looking to avoid paying customs on the returned item and is putting all the liability and risk onto the customer.
VanBod..I think it's useless to pay customs for a return bag? It's not like they have bought some goods abroad, that needs declaring...and if you have the reciept for the shipping and tracking number you are good with BE for sure.
Gingey..I do agree with you that your bag was not up to the standards of bags I recieve from BE..why, I can't say ..obviously, but I wish you a good solution.
TL..I asked Jackie since I read your first comments on this leather..her reply was that BE bought the Mottled Gold in larger quantities than other leathers.
But my Hug me, Hold me, Love me are all looking the same..the AP is a bit too small for me to be exact about the colour...and I haven't recieved the KM yet.
Could it be the hides just have a different shade or texture due to the Gold colour itself??
Gingey..I do agree with you that your bag was not up to the standards of bags I recieve from BE..why, I can't say ..obviously, but I wish you a good solution.
TL..I asked Jackie since I read your first comments on this leather..her reply was that BE bought the Mottled Gold in larger quantities than other leathers.
But my Hug me, Hold me, Love me are all looking the same..the AP is a bit too small for me to be exact about the colour...and I haven't recieved the KM yet.
Could it be the hides just have a different shade or texture due to the Gold colour itself??
gingey: Wow. What a terrible situation!
About the leathers: I agree with the comment about how difficult it would be for new customers to follow. Trust me, it's already a bit too difficult, and in my case that level of difficulty doesn't captivate me but actually turns me off. I don't want to have to take a course on a designer's materials and construction before I can order a bag. Between this and the CS/QC issues...well...it's not looking good for me, TBH.
lb2: With all due respect my friend, look at what you're doing: seriously considering buying a bag while trying to prepare yourself for the worst to happen. Shouldn't buying a bag you like and think you'll love be something fun and exciting and not a game in Russian Roulette with a lot of money at stake? I believe there's a thin line between excitement and anxiety, and if you're needing this much reassurance, it's because you probably have crossed over to the anxiety side. JMHO.
Being this worried would be a clue to me that I shouldn't do it. But that's just me, and I happen to be practical in an unusual way...
About the leathers: I agree with the comment about how difficult it would be for new customers to follow. Trust me, it's already a bit too difficult, and in my case that level of difficulty doesn't captivate me but actually turns me off. I don't want to have to take a course on a designer's materials and construction before I can order a bag. Between this and the CS/QC issues...well...it's not looking good for me, TBH.
lb2: With all due respect my friend, look at what you're doing: seriously considering buying a bag while trying to prepare yourself for the worst to happen. Shouldn't buying a bag you like and think you'll love be something fun and exciting and not a game in Russian Roulette with a lot of money at stake? I believe there's a thin line between excitement and anxiety, and if you're needing this much reassurance, it's because you probably have crossed over to the anxiety side. JMHO.
Being this worried would be a clue to me that I shouldn't do it. But that's just me, and I happen to be practical in an unusual way...
Sorry Ms Liz. I would prefer if we don't make any accusations here on the forum regarding legalities etc. Thanks.
XXXXXXX. But that is exactly what I was instructed to do when I wanted to return my large chocolate Hug Me to have the straps lengthened (to the longer length that they were supposed to be when I ordered it)
It took some correspondance back and forth and haggling, but eventually I was told to send the bag back, in order to have the straps lengthened, in the same manner as instructed to other ladies, directly to the workshop......well that was short lived after I discussed it with my boyfriend and a good friend. For the same reason as Gingey stated. I did not want to be out totally if the bag got lost. In order to insure it for the value I paid, I would have had to declare it the same value.
Long story short, I took a helluva loss when I sold it, (couldn't live with the short straps)....but at least I got some of my money out of it.
XXXXXXX. But that is exactly what I was instructed to do when I wanted to return my large chocolate Hug Me to have the straps lengthened (to the longer length that they were supposed to be when I ordered it)
It took some correspondance back and forth and haggling, but eventually I was told to send the bag back, in order to have the straps lengthened, in the same manner as instructed to other ladies, directly to the workshop......well that was short lived after I discussed it with my boyfriend and a good friend. For the same reason as Gingey stated. I did not want to be out totally if the bag got lost. In order to insure it for the value I paid, I would have had to declare it the same value.
Long story short, I took a helluva loss when I sold it, (couldn't live with the short straps)....but at least I got some of my money out of it.
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I believe you're right, I think it must just be the fact that different hides must have different textures or shades therefore the variation between my few items. I have a mottled gold WTM Midi coming to me sometime soon too so I'll update my experience once I see it in person. Again, not a complaint on my part but it is something for everyone to be aware of who might want this leather since it does seem that different hides seem to be a bit different in my own experience. I am still a huge fan of mottled gold!
Karmen, you are 100% right. Buying BE handbags has proven no longer fun and relaxing for me. I've emailed Rose several times trying to confirm, confirm, and further confirm my black crash EM details. I shouldn't be on the defense so much that I"m doing this during my day. Yet, I don't want to get stuck with a bag that's not exactly to my specifications. Don't get me wrong. I"m happy on the one hand to have this knowledge of how Jackie will treat her customer if theres a problem so I can take preventive measures but until my bag arrives I'll be a little nervous. Okay maybe a smidge more then a little.
I don't find this conversation appropriate. Please refrain from making accusations especially when discussing legalities. Thanks in advance. Surely there must be a better way to decrease the return rate. And I recall Jackie stating only 1% of her handbags are returned anyway so what is the issue with paying the customs if this is the truth. (Don't quote me on that percentage maybe someone else can chime in but I"m fairly certain that was the percentage she provided me or one extremely close).
I"m processing what you just told me about this offense and I'm going to react appropriately. I will either declare its full value OR keep the bag and sell it if it's not what I wanted. But why should I do something I"m not comfortable with. I never was to begin with and this time I will follow my instincts re customs. Thanks for giving me a gentle reminder ladies and food for thought.
I don't find this conversation appropriate. Please refrain from making accusations especially when discussing legalities. Thanks in advance. Surely there must be a better way to decrease the return rate. And I recall Jackie stating only 1% of her handbags are returned anyway so what is the issue with paying the customs if this is the truth. (Don't quote me on that percentage maybe someone else can chime in but I"m fairly certain that was the percentage she provided me or one extremely close).
I"m processing what you just told me about this offense and I'm going to react appropriately. I will either declare its full value OR keep the bag and sell it if it's not what I wanted. But why should I do something I"m not comfortable with. I never was to begin with and this time I will follow my instincts re customs. Thanks for giving me a gentle reminder ladies and food for thought.
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