On the 29 of September i did it, I ordered my large dionysus shoulderbag in black from luisaviaroma. After saving for 4 months, you all understand the ecstatic feeling of finally holding it in your hands, cut of the tags and calling it yours. I even got it with a great discount before the recent price increase. 1690 euro and 15% off, 1436 euro.
After 1 days use i noticed a big flaw on the front flap, in my ecstatic mode I had failed to noticed it whilst unpacking the bag. Somehow 1 or 2 stiches on the front flap had to much canvas inbetween them creating a bulge on the right side. This is very obvious from the side as well as from the front (see pictures, I have posted both on the "bad" and the "good" side for comparison), everyone I showed the bag to noticed without me pointing it out. The bottom of the bag was also misshapen. I immediatly contacted luisaviaroma who told me that they had to send the bag to the supplier i.e. Gucci for inspection and they were awaiting Guccis response so they could send the bag. TWO WEEKS later they finally cleared that I could send them the bag. Since then, hell has broke loose.
Two weeks after sending the bag i.e. 4 weeks after starting the claim, I e-mailed luisaviaroma asking what is going on and if they had heard anything. They insured me that they had not. I asked them if Gucci had any estimated time before they would check the bag? I also made my case why the bag should not be repaired but replaced as I had already waited 4 weeks for my new bag and they had not even looked at the item yet.
I then received this answer from luisaviaroma:
"We completely understand your disappointment and we are doing our best to speed up the resolution of this claim.Please note that the Gucci bag you have ordered is no longer in stock in our warehouse thus we were not able to send you a substitution.
The supplier has informed us that unfortunately they have no more bags for replacement and they are inspecting the item you have returned in order to determine if the bag could be repaired at all.
Since you have mentioned that you wouldn't want a repaired bag we would prefer to proceed with a full refund for you."
The funny thing is, Gucci has the same bag available for direct purchase on their webstore with delivery within 3-5 business days. So that they don't have replacements is a compleate LIE. I pointed this out to luisaviaroma whereas i received this answer:
"We truly regret for the disappointment caused and we have forwarded your observation to the supplier in order to speed up the claim.
We do understand your point, but please note that we are an authorized retailer and we must comply with the decision of the supplier whom informed us that they cannot send us a replacement. For the reason explained we have offered you a refund even though we haven't received their reply regarding the possible reparation.
We hope you will understand that it is very important to us to make our Clients satisfied with their shopping experience at LUISAVIAROMA.COM and please rest assured that we do our best to resolve these type of claims.
Unfortunately, in your case, since we do not have an item in stock and you do not wish to receive a repaired item (if it is possible) we can only offer you a full refund."
This is compleatly outrageous, clearly Gucci refuse to give me a replacement even if the manufacturing defect turns out to not be repairable, even though they have bags to replace it with. They are pretty much forcing me to get a refund of 1436 euro, whereas I thereafter have to purchase the same bag again on gucci.com for the new price of 1750 euro. EVEN THOUGH THIS IS A MANUFACTURING DEFECT.
I am so pissed. I was about to purchase a marmont shoulderbag and a marmont belt by the end of this month, this has made me question the integrity of the brand compleatly.
Has anyone else had a similar experience and do you have any advice? I am actually thinking about taking the bag back and go to my local Gucci store with it insted. Luisaviaroma seems to not have enough balls when handling their suppliers and their defect items...
After 1 days use i noticed a big flaw on the front flap, in my ecstatic mode I had failed to noticed it whilst unpacking the bag. Somehow 1 or 2 stiches on the front flap had to much canvas inbetween them creating a bulge on the right side. This is very obvious from the side as well as from the front (see pictures, I have posted both on the "bad" and the "good" side for comparison), everyone I showed the bag to noticed without me pointing it out. The bottom of the bag was also misshapen. I immediatly contacted luisaviaroma who told me that they had to send the bag to the supplier i.e. Gucci for inspection and they were awaiting Guccis response so they could send the bag. TWO WEEKS later they finally cleared that I could send them the bag. Since then, hell has broke loose.
Two weeks after sending the bag i.e. 4 weeks after starting the claim, I e-mailed luisaviaroma asking what is going on and if they had heard anything. They insured me that they had not. I asked them if Gucci had any estimated time before they would check the bag? I also made my case why the bag should not be repaired but replaced as I had already waited 4 weeks for my new bag and they had not even looked at the item yet.
I then received this answer from luisaviaroma:
"We completely understand your disappointment and we are doing our best to speed up the resolution of this claim.Please note that the Gucci bag you have ordered is no longer in stock in our warehouse thus we were not able to send you a substitution.
The supplier has informed us that unfortunately they have no more bags for replacement and they are inspecting the item you have returned in order to determine if the bag could be repaired at all.
Since you have mentioned that you wouldn't want a repaired bag we would prefer to proceed with a full refund for you."
The funny thing is, Gucci has the same bag available for direct purchase on their webstore with delivery within 3-5 business days. So that they don't have replacements is a compleate LIE. I pointed this out to luisaviaroma whereas i received this answer:
"We truly regret for the disappointment caused and we have forwarded your observation to the supplier in order to speed up the claim.
We do understand your point, but please note that we are an authorized retailer and we must comply with the decision of the supplier whom informed us that they cannot send us a replacement. For the reason explained we have offered you a refund even though we haven't received their reply regarding the possible reparation.
We hope you will understand that it is very important to us to make our Clients satisfied with their shopping experience at LUISAVIAROMA.COM and please rest assured that we do our best to resolve these type of claims.
Unfortunately, in your case, since we do not have an item in stock and you do not wish to receive a repaired item (if it is possible) we can only offer you a full refund."
This is compleatly outrageous, clearly Gucci refuse to give me a replacement even if the manufacturing defect turns out to not be repairable, even though they have bags to replace it with. They are pretty much forcing me to get a refund of 1436 euro, whereas I thereafter have to purchase the same bag again on gucci.com for the new price of 1750 euro. EVEN THOUGH THIS IS A MANUFACTURING DEFECT.
I am so pissed. I was about to purchase a marmont shoulderbag and a marmont belt by the end of this month, this has made me question the integrity of the brand compleatly.
Has anyone else had a similar experience and do you have any advice? I am actually thinking about taking the bag back and go to my local Gucci store with it insted. Luisaviaroma seems to not have enough balls when handling their suppliers and their defect items...
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