I'm so glad they are sticking by their product. The international return process does seem a little unwieldy. I hope they don't stick you with the crazy shipping charge. Perhaps you can talk them into sending the replacement to LVR for them to then send to you. I hope it all works out.
Mansur Gavriel Faulty Backpack and Bad CS from MG
- Thread starter hello.world
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Apparently they're still sticking to the "we do not consider it defective" spiel.
So its basically 1 step forward two steps back. Even though they are offering to half the shipping price, the fact that they're not acknowledging any mistakes and that I would have to pay even more than I originally did from LVR (and thats with DDP!) for something that is a blatant defect is not justifiable imo.
So its basically 1 step forward two steps back. Even though they are offering to half the shipping price, the fact that they're not acknowledging any mistakes and that I would have to pay even more than I originally did from LVR (and thats with DDP!) for something that is a blatant defect is not justifiable imo.
It sounds like they're trying to help you, but keep in mind that you normally do have to go through the avenue that you purchased the bag from in order to get an exchange. I couldn't take a Celine bag that I bought at Neimans, for example, and try to return it to their boutique, whether I was unhappy with the quality or not.
Part of the problem is obviously the fact that no boutiques have any stock to accommodate exchanges at the moment, but I do think MG seems like they're at least trying to help you. Would you want them to ship the bag to you for free, and also absorb all the duties and taxes for you? I don't know of any other brand that would do something like that, but maybe I'm mistaken.
No not at all, I understand what you're saying but I don't think you get where I'm going with this.
What I am requesting from MG is:
(1) Acknowledgement that there are defects with the backpack, its pretty much undeniable to me (and the other tpf's who have commented) that its not in acceptable condition. And if it is not considered defective within their guidelines, then I'd like CS to at least give me an explanation on why not? (they haven't so far).
What they're saying to me right now is that bags received in this condition is "normal" and the issue becomes bigger when everyone starts accepting that, as I won't be the first nor last customer to have issues with my bag - so that 'guarantee' to fix bags with any defects (its on their website) would be useless if they say they its not within their guidelines.
(2) Since it is defective, I would like the shipping fee to be waived thats all. Why? because if it wasn't defective then I would've kept the backpack I purchased from LVR and been on my merry way instead of looking to get a replacement and having this verbal pingpong match with them over email.
(3) I am willing to repurchase the backpack and pay for the taxes/duties, I've never once stated that I would prefer them to absorb the costs. I did state however, that I would prefer DDP (delivery duty paid) - i.e Have the taxes/duties added to the total cost so I would know how much I'm paying instead of waiting for FedEx to knock on my door and tell me I owe them x,y & z in taxes/duties/import costs. I've never dealt with them before, so I'm wary on whether they'll charge me $150 or $250 in imports.
Either way I know I will be paying more for a replacement (weak exchange rates), but how is that acceptable when I received a defective bag in the first place? I wouldn't be going back and forth with them if I didn't have a leg to stand on, I stand by my claims yet they haven't stood by theirs (no explanation whatsoever). Just because they are offering to provide me a replacement at my own cost, does not give them a free pass to claim whatever they want.
What I am requesting from MG is:
(1) Acknowledgement that there are defects with the backpack, its pretty much undeniable to me (and the other tpf's who have commented) that its not in acceptable condition. And if it is not considered defective within their guidelines, then I'd like CS to at least give me an explanation on why not? (they haven't so far).
What they're saying to me right now is that bags received in this condition is "normal" and the issue becomes bigger when everyone starts accepting that, as I won't be the first nor last customer to have issues with my bag - so that 'guarantee' to fix bags with any defects (its on their website) would be useless if they say they its not within their guidelines.
(2) Since it is defective, I would like the shipping fee to be waived thats all. Why? because if it wasn't defective then I would've kept the backpack I purchased from LVR and been on my merry way instead of looking to get a replacement and having this verbal pingpong match with them over email.
(3) I am willing to repurchase the backpack and pay for the taxes/duties, I've never once stated that I would prefer them to absorb the costs. I did state however, that I would prefer DDP (delivery duty paid) - i.e Have the taxes/duties added to the total cost so I would know how much I'm paying instead of waiting for FedEx to knock on my door and tell me I owe them x,y & z in taxes/duties/import costs. I've never dealt with them before, so I'm wary on whether they'll charge me $150 or $250 in imports.
Either way I know I will be paying more for a replacement (weak exchange rates), but how is that acceptable when I received a defective bag in the first place? I wouldn't be going back and forth with them if I didn't have a leg to stand on, I stand by my claims yet they haven't stood by theirs (no explanation whatsoever). Just because they are offering to provide me a replacement at my own cost, does not give them a free pass to claim whatever they want.
OP, I feel your frustration 
Those are obvious defects that should warrant a straight-up replacement.
Just asking out of curiosity, but if they won't acknowledge the defects, do you feel like that would take away from your enjoyment of the eventual replacement?
Those are obvious defects that should warrant a straight-up replacement. Just asking out of curiosity, but if they won't acknowledge the defects, do you feel like that would take away from your enjoyment of the eventual replacement?
If they do accept to waiving the shipping fee and maybe even offer alternative replacement methods then that would be an indication that they are accepting fault. At this point I will not accept anything less than a replacement with shipping fee waived - that is unless they can provide solid reasons for claiming no defect. So if I do end up getting a replacement on my terms, I think it would be worth it 
If they do accept to waiving the shipping fee and maybe even offer alternative replacement methods then that would be an indication that they are accepting fault. At this point I will not accept anything less than a replacement with shipping fee waived - that is unless they can provide solid reasons for claiming no defect. So if I do end up getting a replacement on my terms, I think it would be worth it
I hear ya. Keep us posted on how it goes!
Final Update:
I have rejected MG's offer to buy the backpack from them. Since they refuse to acknowledge any defects, its literally like speaking to a brick wall - it goes nowhere. So even if I am persistent in following up the issue, my patience is wearing thin and I'm pretty much over it now.
The past few days, I have specifically asked the CS rep to explain WHY they don't consider the stain on the tag, bad edging and split in the leather as defects and only one explanation was given for the edging, and that was edges are "hand-painted so it can be irregular which is natural". Well I will refute that with a bull****! I have 3 other MG bags with perfect edging, so obviously the one I received was done improperly - and besides, by them claiming that anything 'hand-painted/made" etc is a proper excuse for low quality items is an indication to me of where their stance on quality is going. Also, edging is the basics of handbags so it shouldn't have been too difficult to paint a clean, smooth line, especially if its done by a professional. They did not even explain the other two issues, probably because they couldn't.
On top of not providing any solid explanations, they even had the audacity to tell me that even if I do choose to repurchase, the backpack may still be inconsistent in quality...seriously? How about quality control? Just because some aspects of the bag are 'hand-finished' does not mean jack when its compromises the aesthetics and overall quality of the item, I'd rather them use a machine (for some parts of production) if it meant stability and perfection.
Anyway, I write about this experience not just to let off some annoyance at their incompetency but to also let people be aware of their business practise and customer service. I personally will not purchase anything from them anymore (pretty much over the hype & idiotic CS after this experience) but if you're still loving their bags, then remember to buy from somewhere trustworthy (a retailer you're familiar with) or a place that accepts returns, so you won't have to deal with all the nonsense.
I have rejected MG's offer to buy the backpack from them. Since they refuse to acknowledge any defects, its literally like speaking to a brick wall - it goes nowhere. So even if I am persistent in following up the issue, my patience is wearing thin and I'm pretty much over it now.
The past few days, I have specifically asked the CS rep to explain WHY they don't consider the stain on the tag, bad edging and split in the leather as defects and only one explanation was given for the edging, and that was edges are "hand-painted so it can be irregular which is natural". Well I will refute that with a bull****! I have 3 other MG bags with perfect edging, so obviously the one I received was done improperly - and besides, by them claiming that anything 'hand-painted/made" etc is a proper excuse for low quality items is an indication to me of where their stance on quality is going. Also, edging is the basics of handbags so it shouldn't have been too difficult to paint a clean, smooth line, especially if its done by a professional. They did not even explain the other two issues, probably because they couldn't.
On top of not providing any solid explanations, they even had the audacity to tell me that even if I do choose to repurchase, the backpack may still be inconsistent in quality...seriously? How about quality control? Just because some aspects of the bag are 'hand-finished' does not mean jack when its compromises the aesthetics and overall quality of the item, I'd rather them use a machine (for some parts of production) if it meant stability and perfection.
Anyway, I write about this experience not just to let off some annoyance at their incompetency but to also let people be aware of their business practise and customer service. I personally will not purchase anything from them anymore (pretty much over the hype & idiotic CS after this experience) but if you're still loving their bags, then remember to buy from somewhere trustworthy (a retailer you're familiar with) or a place that accepts returns, so you won't have to deal with all the nonsense.