HELP! Can H Spa fix this long, deep scratch/cut?

[Perja]

I hope you are right about getting my money back. I can't remember having such a bad purchase experience apart from 2 years ago when I ordered a Macbook Pro from a reputable company and received 2 bottles of apple cider and some old chargers instead... the tape was sliced open at the bottom of the parcel and another layer of tape was carefully put over it... I got a new shipment with a better delivery service a few days later and the actual computer. But I spent a whole day worrying, phoning the seller, my bank and even police. I understand the seller needed to assess the situation and rule out that I was trying to scam them. I didn't film the opening back then as nothing bad ever happened... I learnt to film high ticket purchases since then, just in case. And learnt from the police that scammers apply to delivery companies just to steal contents out of parcels (the box had the company logo plastered all over, a known electronics company, and the shipment was initially scheduled to arrive on a Friday, but then I got a message that I wasn't at home - not true - and they would try again on Monday, effectively giving the scammer/s plenty of time on the weekend to pull this off).

I'm used to paying taxes for everything from outside Europe and always calculate with 30% on top of the total price. I still got good deals on a vintage Barenia Evelyne and Chanel Classic Flap. Or some downright bargains on vintage LV pieces. I like how detailed the pictures and descriptions are from great sellers. Usually makes the items turn out to be better than expected and make me want to purchase again. Win-win. I'd love to see a new company do what Vestiaire does, but with consistent and high standards. Not even accepting sub par photo quality.

I think you may have a resolution on their end. The CC company probably started proceedings on their side as well.

I feel that delivery companies have become increasingly scammy themselves, due to bad eggs entering the teams. My packages arrive routinely ripped open (the latest DHL one had been thoroughly opened and badly repacked, but the contents were fine as they didn't recognize the value of them).

A number of packages have also vanished with a note saying that they had been "delivered to the front desk" (our building doesn't have one), "given to my 8th floor neighbour" (we have 6 floors), and left in secure location outside the building (we are on a busy street, so anything left outside the building is gone in 60 seconds, removed as trash or picked up by someone). Not that they gained much, what went missing were a couple of door stoppers, a frame for the trash can and a handful of spare parts.

 

[CrackBerryCream]

I think you may have a resolution on their end. The CC company probably started proceedings on their side as well.

I feel that delivery companies have become increasingly scammy themselves, due to bad eggs entering the teams. My packages arrive routinely ripped open (the latest DHL one had been thoroughly opened and badly repacked, but the contents were fine as they didn't recognize the value of them).

A number of packages have also vanished with a note saying that they had been "delivered to the front desk" (our building doesn't have one), "given to my 8th floor neighbour" (we have 6 floors), and left in secure location outside the building (we are on a busy street, so anything left outside the building is gone in 60 seconds, removed as trash or picked up by someone). Not that they gained much, what went missing were a couple of door stoppers, a frame for the trash can and a handful of spare parts.

I would be surprised if my bank is already looking at it given I filed the claim on a Saturday morning. It was always my impression that no one works on the weekend in Europe, especially Germany (and Austria where I previously lived). Always positively surprised if they do.

Sorry to hear about your packages. Those "creative" notes haven't happened to me yet. Just ones lacking information on the actual location ("left with a neighbour" - oh nice, I have plenty of time to ring 50+ units in the building...).

 

[Perja]

@CrackBerryCream, you'd be surprised at how quickly banks operate. And sometimes these things are automated so they can crack on without a human at the desk. In any case, who cares as long as Vestiaire gets its post haste.

Believe me, even with 10 units, it's a pain. Since the pandemic, we have a Whatsapp group and it's always alight with "has anyone seen..." because delivery services plain suck.

 

[WhiteBus]

I thought that it was good that the V-C person started with the phrase:
I understand your complaint
showed that it had been read and understood sympathetically

The other phrase:
transferring this issue to our higher department
showed that it was going to be addressed seriously and hopefully by people empowered to
resolve it in the way you are asking.

Your declared intention to take this further, supported with enough information to show that you understood
exactly what your rights are and were able and prepared to argue them in court if needs be, will, again hopefully,
ensure that they see the strength of your grievance and that right is on your side.
Sorry for the anxiety until it is settled.

 

[GreenBagsOnly]

@CrackBerryCream I always say I am going to boycott Vestiaire and things like this push me even closer. I also bought a Birkin on VC and the seller failed to disclose that it had the previous owner's initials on it! VC didn't catch it on inspection either (or didn't care). I had already cut the tag off before I found that so I didn't think they would accept the return.

But dealing with VC customer service on the issue was a real nightmare so I feel for you. VC ended up giving me a credit for a couple hundred bucks after they first offered my "free shipping on anything I bought." It's like they did not care about the customer experience or making things right at all. I am so sorry that you are going through this. Maybe we can organize group boycott! I also bought a Bal bag a few years ago on VC that was in such bad shape (after being listed in good condition), it was unusable. It was only a few hundred bucks so I didn't fight it, but it showed me how much VC really doesn't care- they just want the deal to be done.

And I understand the neighbors and packages- I am in Germany as well and this stresses me out to no end. We are on the 1st floor of an apartment building so delivery workers ring us daily with neighbor's packages. I won't have anything expensive shipped to our home anymore because I have no idea who/where they will leave it with if I am not home.

 

[CrackBerryCream]

@CrackBerryCream, you'd be surprised at how quickly banks operate. And sometimes these things are automated so they can crack on without a human at the desk. In any case, who cares as long as Vestiaire gets its post haste.

Believe me, even with 10 units, it's a pain. Since the pandemic, we have a Whatsapp group and it's always alight with "has anyone seen..." because delivery services plain suck.

We have a Facebook group (but not everyone is participating or visiting it regularly). Same with the parcels. Sometimes also notes stuck on the entrance regarding parcels.

I thought that it was good that the V-C person started with the phrase:
I understand your complaint
showed that it had been read and understood sympathetically

The other phrase:
transferring this issue to our higher department
showed that it was going to be addressed seriously and hopefully by people empowered to
resolve it in the way you are asking.

Your declared intention to take this further, supported with enough information to show that you understood
exactly what your rights are and were able and prepared to argue them in court if needs be, will, again hopefully,
ensure that they see the strength of your grievance and that right is on your side.
Sorry for the anxiety until it is settled.

It's also good that I have proof my message arrived. Really curious how long it's gonna take from now.

@CrackBerryCream I always say I am going to boycott Vestiaire and things like this push me even closer. I also bought a Birkin on VC and the seller failed to disclose that it had the previous owner's initials on it! VC didn't catch it on inspection either (or didn't care). I had already cut the tag off before I found that so I didn't think they would accept the return.

But dealing with VC customer service on the issue was a real nightmare so I feel for you. VC ended up giving me a credit for a couple hundred bucks after they first offered my "free shipping on anything I bought." It's like they did not care about the customer experience or making things right at all. I am so sorry that you are going through this. Maybe we can organize group boycott! I also bought a Bal bag a few years ago on VC that was in such bad shape (after being listed in good condition), it was unusable. It was only a few hundred bucks so I didn't fight it, but it showed me how much VC really doesn't care- they just want the deal to be done.

And I understand the neighbors and packages- I am in Germany as well and this stresses me out to no end. We are on the 1st floor of an apartment building so delivery workers ring us daily with neighbor's packages. I won't have anything expensive shipped to our home anymore because I have no idea who/where they will leave it with if I am not home.

Were the initials inside or outside? The same happened to me with a Goyard bag. It was on the inside, but they offered me either return for a full refund or keep it as is... I opted to keep it as it was still a good deal. But also very annoyed that the quality control did not inform be beforehand (not mentioned or visible in listing). I am all in on a boycott group and I'm sure we would find many more users who feel the same about VC in the respective thread. I was even joking with friends that I'd love to start a competitor to VC simply because their execution of the idea is so awful.

I had a friend whose parents were also living on the first floor and they are practically like a parcel station for the whole building. Too nice to say no.

 

[GreenBagsOnly]

We have a Facebook group (but not everyone is participating or visiting it regularly). Same with the parcels. Sometimes also notes stuck on the entrance regarding parcels.



It's also good that I have proof my message arrived. Really curious how long it's gonna take from now.



Were the initials inside or outside? The same happened to me with a Goyard bag. It was on the inside, but they offered me either return for a full refund or keep it as is... I opted to keep it as it was still a good deal. But also very annoyed that the quality control did not inform be beforehand (not mentioned or visible in listing). I am all in on a boycott group and I'm sure we would find many more users who feel the same about VC in the respective thread. I was even joking with friends that I'd love to start a competitor to VC simply because their execution of the idea is so awful.

I had a friend whose parents were also living on the first floor and they are practically like a parcel station for the whole building. Too nice to say no.

The initials were on the Birkin flap- you had to lift it up to see it. Bothered me so much, I did re-home it within months on Vestiaire, but I fully disclosed the initials in the description and took pictures of them so no unpleasant surprises for the next VC buyer like we both got!

We are not nice at all! We were a total Postfiliale our first X-Mas in Germany with packages stacked 6ft high and neighbors ringing at all hours of the night to collect the parcels. Now we only answer the buzzer if we are expecting someone.

And it's actually situations like yours that keep me from signing for other people's packages. What if there was a damaged Hermès item for a neighbor and I had to get involved because I was neighborly and signed for the package. Yikes!

Keep us posted on this saga and viel Glück!

 

[Kevbo87]

Hi, I am very new to Hermes Spa. Is this handle in this condition something Hermes Spa would be able to fix/replace? This bag is from the early 70s and I'm in love and want to have her restored. Thank you so much for all your help!

 

[WhiteBus]

Kevbo87
Yes, and it will cost about 1500 (insert currency of your choice - there is not much difference)
If you had read any of this thread you would have seen that it is about one very specific issue and is not a general advice thread.
Please excuse the red, but I cut and pasted, the thread:
Hermes Repair/Refurbish policy - Official Spa Thread
has some information you will find helpful, including some pricing.
There is another thread in the reference section where you an get advice on whether something is worth saving
Docride's Hermes Lazarus Thread (can this Hermes be Saved? )

 

[CrackBerryCream]

Good news: my bank got back to me and they have asked Vestiaire to refund the money. The bank will already wire the money to my account within the next few days provisionally, apparently without waiting for a final statement from Vestiaire. In case Vestiaire rejects the refund the bank will contact me again. If they don't, it's resolved. So the funds will be back on my account soon, but it is not sure the whole thing is over yet. The bank did not comment on my legal assumptions (their message was a rather short letter/PDF delivered digitally). But I would assume they did an assessment of the situation with my explanation, invoice, photos etc. and wouldn't refund so quickly if I was wrong. Not sure if Vestiaire would start arguing they are only an agency etc. Anyway, for now I am relieved the bank was so fast. And Vestiaire did not send the bag out today, one less problem to worry about.

I guess this is one way items end up at their headquarters to be sold directly by them... if they do this instead of taking it up with the owner, I sincerely hope they will take pictures of the actual condition so the potential buyers can make a good judgement on what it's worth to them.

Thank you to everyone for your support! I'm really happy to have this community of like-minded individuals whom I can ask for advice with issues like this, but with whom I can also share joyful moments.

 

[nymeria]

I'm thrilled for you- but ( and this is just me) cautiously optimistic until that $$ is safely back in your account! THEN we party!!

 

[Evia]

Good news: my bank got back to me and they have asked Vestiaire to refund the money. The bank will already wire the money to my account within the next few days provisionally, apparently without waiting for a final statement from Vestiaire. In case Vestiaire rejects the refund the bank will contact me again. If they don't, it's resolved. So the funds will be back on my account soon, but it is not sure the whole thing is over yet. The bank did not comment on my legal assumptions (their message was a rather short letter/PDF delivered digitally). But I would assume they did an assessment of the situation with my explanation, invoice, photos etc. and wouldn't refund so quickly if I was wrong. Not sure if Vestiaire would start arguing they are only an agency etc. Anyway, for now I am relieved the bank was so fast. And Vestiaire did not send the bag out today, one less problem to worry about.

I guess this is one way items end up at their headquarters to be sold directly by them... if they do this instead of taking it up with the owner, I sincerely hope they will take pictures of the actual condition so the potential buyers can make a good judgement on what it's worth to them.

Thank you to everyone for your support! I'm really happy to have this community of like-minded individuals whom I can ask for advice with issues like this, but with whom I can also share joyful moments.

Great news! Very happy for you.

 

[CrackBerryCream]

Vestiaire also got back to me. I wonder if my claim with the bank triggered the answer on a Sunday and this one. And what would have happened if I didn't file the claim until now... but most importantly I know for sure I have my money back now, no more dispute to deal with.

 

[WhiteBus]

Having shared the problem and received a lot of opinions and advice, thank you for sharing the outcome.

With regard to Vestiaire-Collective, this suggests that it's first reply was probably a standard letter sent to dissuade you or any other complainants from pursuing a claim. That is quite a common tactic in many situations.

 

[Perja]

Vestiaire also got back to me. I wonder if my claim with the bank triggered the answer on a Sunday and this one. And what would have happened if I didn't file the claim until now... but most importantly I know for sure I have my money back now, no more dispute to deal with.

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Persistence and being within your right won the day @CrackBerryCream ! Congratulations and hope you find your real beauty soon.
@WhiteBus that’s definitely a possibility but heavens is that a shoddy way of doing business!