Mansur Gavriel Faulty Backpack and Bad CS from MG

[hello.world]

This post is a little long, but hopefully it will help release some frustrations that I'm currently feeling!

So, I pre-ordered a mini backpack in rosa from Luisaviaroma, and it came earlier than the expected arrival date quoted on their website, which I was pretty excited about. With my recent concerns of the quality of the new season MG bags (mostly leather related), I immediately started examining the backpack upon receiving the package. To my surprise and disappointment, I quickly spotted two major issues with it.

(1) The 'Made in Italy' tag had some yellowy/brown stain on the top.



(2) The edging/sealing has not been painted on properly leaving air bubbles, gaps and peeling.







Obviously these faults are absolutely unacceptable, especially when the bag cost me equivalent 950 USD to buy, so approximately $155 more than retail. I would expect it to be perfect, as all bags should be btw.

Upset at the condition of the bag, I immediately contacted LVR requesting an exchange if possible. I was informed that they will contact the supplier (MG) and that I would have wait for a response. After waiting for over a week, LVR finally got a reply from MG stating that...get this, the issues were "very minor imperfections that are within tolerance and inherent to the structure of the bag according to Mansur Gavriel".

Say what?? Seriously?? This is not the typical 'leather' problem but a quality control problem. How exactly are the issues minor and worse yet, how are they 'inherent' to the structure of the bag? What, the stained tag and the bad edging/sealant job is apart of the structure? What annoys me most is that they are refusing the take responsibility.
I've read that MG have done exchanges for issues with stitching and glue marks, so I am incredibly disappointed that they won't do anything about these faults. I've bought quite a few bags from them and this will be my last, I just cannot take the lack of customer care.

LVR have been pretty good with this though as they have provided quick responses and a offered a full refund.

I have also contacted MG directly to get an explanation from them, as I do not accept the vague one they've given and hopefully they will give me a legitimate reply and not just some useless justification/repeat of their response via LVR.

 

[JetSetGo!]

Sorry this happened to you! I will be interested in what MG says now that you are in direct contact with them. I would think the split in the leather on the strap securing loop would be enough!

 

[rdgldy]

This is very distressing. I would absolutely return it for a full refund if Mansur Gavirel does not offer to replace your bag. I agree, it is unacceptable.

 

[heyrenee]

Send MG these pics along with your email!

 

[hello.world]

So an update:

"Thank you for reaching out to us again. Our policy states that we will repair any manufacturing defects as soon as possible and unfortunately this is not within our guidelines as a defect. Although this purchase was final sale, we asked LVR to extend a one time courtesy and offer you a return for a full refund because you were unhappy with your purchase."


Sigh....I hate it when CS reps do this. Again, no explanation whatsoever on WHY its not a defect, under any other brand it would've been unacceptable. And I did send them the images, they just refuse to acknowledge. Anyone with eyes can see that there are defects, so I wonder what is within their guidelines? It seems like it is just an excuse to not take any responsibility.

I am incredibly disappointed with their "customer service" and will definitely not buy anything from them again. Sad that I've been wanting this backpack for months and now I'll have to arrange a return to LVR, where I'll have to buy an extra shipping box, since their packages arrive plastic wrapped.

And it was NOT final sale from LVR btw, they allow returns! So thats a lie coming from MG.

 

[JetSetGo!]

Honestly, I think they are missing the point. I would send just the one pic of the split punctures on the strap holder (your third pic) and tell them that ripped leather is not acceptable.

 

[hello.world]

^Yup, I will try. At this point I'm not sure if they'll do anything at all but what the hey, I'm annoyed and do not stand for shoddy dismissive CS so will definitely keep on them until theres a satisfactory response.

 

[Kathrineshim]

Wow this is upsetting. For a brand whose marketing is all about creating high quality leather goods at a reasonable price, their cavalier dismissal of defects is really ironic. I have a lady bag, and am looking to add a tote and bucket to my collection but now I'm not sure if I should still buy from them just in case I get a defective product :S

 

[cherrycola]

That is really unacceptable. I hope their quality control isn't slipping as they ramp up production.

 

[hrhkaren]

I had issues with glue and sealant and I got the generic statement about different leathers too.
I just said forget it...never buying MG again.
First and last 😒

 

[rdgldy]

That is really unacceptable. I hope their quality control isn't slipping as they ramp up production.

Right, taking on too much too fast. Perhaps they need to slow production down until they get the kinks out.

 

[heartnaspade]

Do you have any photos that aren't so zoomed in? It's hard to tell what specific quality issues you're referencing since they seem to be really up close.

 

[JetSetGo!]

For me, this is what's truly unacceptable. From my interactions with them, I'm really surprised they didn't respond with a replacement. I wonder if having several complaints about the bag has worked against you (not that your issues are unfair), and they missed the true defects.

 

[hello.world]

Do you have any photos that aren't so zoomed in? It's hard to tell what specific quality issues you're referencing since they seem to be really up close.

Its interesting that you mention the zoomed photos, I always assumed that the more detailed the better!

For me, this is what's truly unacceptable. From my interactions with them, I'm really surprised they didn't respond with a replacement. I wonder if having several complaints about the bag has worked against you (not that your issues are unfair), and they missed the true defects.

Thanks for pointing out the splits. I actually didn't notice it as I was too concerned with the sealant defects present throughout the backstraps. And yes, I did think that I sent a few too many emails (but damn was I frustrated!) so there could've been that possibility that they were missing what I was trying to say.

Luckily the message did go through....

So here's another update:

To my surprise they did actually respond in the latest email that they will offer a replacement.

That said, according to the CS rep, since I'm located internationally the process is a little different than the usual direct exchange. Apparently I'm supposed to return the backpack to LVR and then MG will send me a paypal invoice and ship the replacement when its available, but its gonna be DDU.

Basically, they're saying that I'll have to buy the backpack again - directly from MG. I'm not too sure about that as I'll have to deal with FedEx and their import duties/taxes - I've never bought anything DDU before, I've always paid tax/duties beforehand so I'm not sure how much they charge or whether they overcharge... I mean, I could actually end up paying more for the backpack than I originally did!

I've asked for a little more clarification for the replacement procedures since they weren't specific about some things (such as waiving the shipping fees) and I want everything to be crystal clear before I proceed with anything.

I'm glad that they are at least offering a replacement but the process is abit messier than what I would've liked - and so the saga continues...

 

[acoolbag]

Its interesting that you mention the zoomed photos, I always assumed that the more detailed the better!



Thanks for pointing out the splits. I actually didn't notice it as I was too concerned with the sealant defects present throughout the backstraps. And yes, I did think that I sent a few too many emails (but damn was I frustrated!) so there could've been that possibility that they were missing what I was trying to say.

Luckily the message did go through....

So here's another update:

To my surprise they did actually respond in the latest email that they will offer a replacement.

That said, according to the CS rep, since I'm located internationally the process is a little different than the usual direct exchange. Apparently I'm supposed to return the backpack to LVR and then MG will send me a paypal invoice and ship the replacement when its available, but its gonna be DDU.

Basically, they're saying that I'll have to buy the backpack again - directly from MG. I'm not too sure about that as I'll have to deal with FedEx and their import duties/taxes - I've never bought anything DDU before, I've always paid tax/duties beforehand so I'm not sure how much they charge or whether they overcharge... I mean, I could actually end up paying more for the backpack than I originally did!

I've asked for a little more clarification for the replacement procedures since they weren't specific about some things (such as waiving the shipping fees) and I want everything to be crystal clear before I proceed with anything.

I'm glad that they are at least offering a replacement but the process is abit messier than what I would've liked - and so the saga continues...

That's amazing! Could you detail what you wrote to them that finally changed their minds?

I think they're relying a bit too much on "it's the nature of the leather" or "it's within our acceptable range of defects" to justify selling full priced bags with faults. Just unacceptable.