So I bought a Peekaboo Essentially back in 2019, and as I travel with and use the bag a lot since I really love the bag, some of the glazing especially at the handles have come off and the twist lock buckles have discoloured due to friction. I sent in my bag to the boutique I brought it from on the 10th June 2023 requesting for a repair, and it has been a nightmare.
Firstly, the boutiques rotate SAs like crazy, my "assigned" SA has probably changed more than 3 or 4 times since I started shopping there- before the Peekaboo I bought a By The Way and a DotCom. So I contacted my "assigned" SA (They all kept the same number at least) and arranged to bring in my bag, where they would evaluate the bag, fill in the after sales service form, etc. Have to say that my SA was not that attentive nor professional during the whole process and was more interested in selling me on some new bags, and at one point even left me with a colleague for a while.
Secondly, they told me that the whole process would take maybe 7 weeks. Sure, no problem as I am not in urgent use of it for now. After 7 weeks without a peep from my SA I contacted them for updates, and they told me that they had requested for the spare parts. I asked them why are they only requesting it now then when I had sent in the bag earlier? And they answered that it was because they were still waiting.
Thirdly, I always had to chase my SA for updates. They would never update me. And every time was the same reason- nothing has been done yet as they are still waiting for the spare parts, the spare parts have yet to arrive, the spare parts status is still pending, that it will take them months to restock. First it was from Hong Kong, then it was from Italy, but still, nothing. The most positive response I got was that the spare parts are estimated to arrive from Italy at the end of August, but after that in September, the spare parts are still pending with no reason.
Now it is October, and after chasing my SA again for updates, the latest reason for the delay is that they are unable to order the spare parts because they are not available to order for the moment. No other rhyme or reason.
I actually even wrote in to Fendi Client Services three times, on the 15th August 2023, on the 18th September 2023, and just now on 16th October 2023, but their replies the first two times (They haven't replied to the latest one yet) is basically that they are sorry and I would just have to be patient. I did write back saying that I think I have been patient enough already as it has been months, but, crickets.
I understand if the reason is because the bag model has been discontinued and hence they don't keep stock for the spare parts, or something like that, but this doesn't seem to be communicated and then again, this is a prestigious name we are talking about, not some cheap fast fashion knockoff. Not to mention the conflicting responses from the SA- one moment it's arriving from Hong Kong, then an estimation that it is arriving from Italy and they will proceed to fix my bag once it arrives, then now they cannot order it because it's not available.
I'm really disappointed and this is truly unprofessional and unsatisfactory customer service from Fendi. I really love the bags from the brand and have been eyeing a Baguette, but it looks like I will avoid them for now.
Firstly, the boutiques rotate SAs like crazy, my "assigned" SA has probably changed more than 3 or 4 times since I started shopping there- before the Peekaboo I bought a By The Way and a DotCom. So I contacted my "assigned" SA (They all kept the same number at least) and arranged to bring in my bag, where they would evaluate the bag, fill in the after sales service form, etc. Have to say that my SA was not that attentive nor professional during the whole process and was more interested in selling me on some new bags, and at one point even left me with a colleague for a while.
Secondly, they told me that the whole process would take maybe 7 weeks. Sure, no problem as I am not in urgent use of it for now. After 7 weeks without a peep from my SA I contacted them for updates, and they told me that they had requested for the spare parts. I asked them why are they only requesting it now then when I had sent in the bag earlier? And they answered that it was because they were still waiting.
Thirdly, I always had to chase my SA for updates. They would never update me. And every time was the same reason- nothing has been done yet as they are still waiting for the spare parts, the spare parts have yet to arrive, the spare parts status is still pending, that it will take them months to restock. First it was from Hong Kong, then it was from Italy, but still, nothing. The most positive response I got was that the spare parts are estimated to arrive from Italy at the end of August, but after that in September, the spare parts are still pending with no reason.
Now it is October, and after chasing my SA again for updates, the latest reason for the delay is that they are unable to order the spare parts because they are not available to order for the moment. No other rhyme or reason.
I actually even wrote in to Fendi Client Services three times, on the 15th August 2023, on the 18th September 2023, and just now on 16th October 2023, but their replies the first two times (They haven't replied to the latest one yet) is basically that they are sorry and I would just have to be patient. I did write back saying that I think I have been patient enough already as it has been months, but, crickets.
I understand if the reason is because the bag model has been discontinued and hence they don't keep stock for the spare parts, or something like that, but this doesn't seem to be communicated and then again, this is a prestigious name we are talking about, not some cheap fast fashion knockoff. Not to mention the conflicting responses from the SA- one moment it's arriving from Hong Kong, then an estimation that it is arriving from Italy and they will proceed to fix my bag once it arrives, then now they cannot order it because it's not available.
I'm really disappointed and this is truly unprofessional and unsatisfactory customer service from Fendi. I really love the bags from the brand and have been eyeing a Baguette, but it looks like I will avoid them for now.
Fingers crossed though, thank you 
