Help! Polene Numero Dix keep or return?

[kristine Basco]

Hi everyone!

So I purchase the Polene Numero Dix bag on preorder and had to wait a month for it to get delivered. Up one receiving it, I noticed there was no tag attached to the bag and the other paper work introducing the company. The only paper that was included were the instructions on how to change the bag straps. So I contacted customer service about it, they pretty much said sorry, we can’t do anything about that. So okay fine, it’s a small issue anyways.
I started inspecting the bag and I noticed the interior of the bag was a little off. There was a portion of the suede that looked like it was supposed to be sewn in. The edge of the suede was just out. So I again contacted customer service and they indeed said this was a faulty bag. They offered to do a replacement. But my issue is they can not send me a return label because of how the addresses work here on the island I live on. So they said they would cover the shipping costs up to $100. I went in to DHL and was quoted $153.
My question is should I return the bag and put out more money ($53), keep the bag and suck it up, or get a replacement bag by putting out more money ($53) for the mailing?
I was really excited for this bag but this whole experience just put a bad taste in my mouth with the brand.
Here are a few pictures of the interior. Help!

 

[papertiger]

I wouldn't keep the bag, and I think they're being unfair about the shipping.

What I would do:
I would disregard the story of the no tags/packaging whatever.
Regardless of what they quoted for 'allowance' it's obviously not enough. I'd WRITE, posing evidence of the actual DHL quote and reiterate I'd want to ship back their faulty bag for a full refund. I would also mention that if they don't answer in 7 days I will take the matter further.

In 7 days, if I hadn't heard back or it wasn't satisfactory, I'd be contacting my CC and asking what they could do for having been sent a faulty bag.

 

[Love Of My Life]

I would not keep a faulty bag. Polene acknowledged the bag was faulty & it passed
their quality control inspection which it should not have . The onus is on Polene to make this RIGHT
The additional shipping costs are their responsibility & would be very firm on this when
you reach out to client services again.
If they are not willing to give you the extra $53 would you consider a credit towards a
future purchase? I have several Polene Neuf bags & I purchased the bag charm which is
really nice on the bag. Just ask for what you want or just send the bag back.
If you are given a hard time, I'd reach out to your CC to explore options.

 

[kristine Basco]

What I would do:
I would disregard the story of the no tags/packaging whatever.
Regardless of what they quoted for 'allowance' it's obviously not enough. I'd WRITE, posing evidence of the actual DHL quote and reiterate I'd want to ship back their faulty bag for a full refund. I would also mention that if they don't answer in 7 days I will take the matter further.

In 7 days, if I hadn't heard back or it wasn't satisfactory, I'd be contacting my CC and asking what they could do for having been sent a faulty bag.

Hello! So I contacted my credit card company, they said that if it’s a manufacturers defect, they don’t cover it

 

[Mirus’ Dream]

I wouldn’t accept that defect. I would suggest telling Polene to cover the excess $53 shipping as well.

Hope that you’ll be able to resolve this in your favor

 

[Love Of My Life]

Hello! So I contacted my credit card company, they said that if it’s a manufacturers defect, they don’t cover it

The bag is defective. These are unusual circumstances as you have explained to us
perhaps you need to contact Polene again & speak with a different customer service rep
as $53 is a fairly big chunk to absorb for a damaged DIX bag that failed their quality control
Would you consider keeping the bag if Polene offered a discount to you?
Is DHL the only shipping option you have to return the bag?

 

[kristine Basco]

The bag is defective. These are unusual circumstances as you have explained to us
perhaps you need to contact Polene again & speak with a different customer service rep
as $53 is a fairly big chunk to absorb for a damaged DIX bag that failed their quality control
Would you consider keeping the bag if Polene offered a discount to you?
Is DHL the only shipping option you have to return the bag?

Hello, they pretty much asked me to look for a cheaper alternative to ship it out. Luckily it fits in the USPS large flat rate priority box. I have decided to just return it for a full refund. They said they would just send me the shipping fees via bank transfer. I’m pretty disappointed that I waited for this bag for over a month only to receive a defective bag. Aside from that, the whole situation with them not wanting to cover the entire shipping costs with DHL.

 

[Love Of My Life]

Hello, they pretty much asked me to look for a cheaper alternative to ship it out. Luckily it fits in the USPS large flat rate priority box. I have decided to just return it for a full refund. They said they would just send me the shipping fees via bank transfer. I’m pretty disappointed that I waited for this bag for over a month only to receive a defective bag. Aside from that, the whole situation with them not wanting to cover the entire shipping costs with DHL.

Glad you found an alternative method to ship back the bag & will receive a full refund.
Sorry that you were disappointed in the DIX & had to wait such a long time.
I can sincerely say that my 2 NEUF bags arrived in perfect condition & I looked them over
from every angle I could because after reading many of the issues discussed here I did have
my reservations about ordering, but the bags are great & are wearing exceptionally well