I recently received a tano bag from a reputable online company (not MHB)...everything was fine until I noticed that one side of the handle of the bag was starting to separate. I really love the bag and it has sold out elsewhere.....I emailed them and got a quick response. All they could tell me was that they were sorry, but it was the only one they had left and they don't plan on getting anymore in. My SIL has ordered from them before and never had a problem. Should I have expected a bit more? They asked for me to send pictures so they could see the damage and I never received another response back. Should I just send the bag back for a refund and forget it?
How do you handle disappointing customer service
- Thread starter brimack
- Start date
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Well if you can't live with the damage, then send it back for a refund. I understand it is sold out so you want to keep it as is, just follow up on your email (resend it) and call if necessary to see what sort of discount they will offer you. Sounds like they are a good company since they asked for pics to most likely offer a discount. Even with the best stores, emails can get lost or go to junk mail so I would definitely follow up on your email with the pics of the damage.
Honestly though the handle separating from the bag sounds like a manufacturing issue so they can probably send it back to Tano to either be repaired or replaced (if available). Sorry it was shipped this way. Ever so often even the best stores can have an oversight but at least they are willing to refund your money or see pics of the damage to discount the bag! You can never go wrong if you order from a store that offers refunds!
GL!!
Honestly though the handle separating from the bag sounds like a manufacturing issue so they can probably send it back to Tano to either be repaired or replaced (if available). Sorry it was shipped this way. Ever so often even the best stores can have an oversight but at least they are willing to refund your money or see pics of the damage to discount the bag! You can never go wrong if you order from a store that offers refunds!
GL!!
If they dont have any more in stock or on order, then they cant replace it for you... I wouldnt hold that against them.
Hopefully if you email them a pic they will agree to take it back for a refund or exchange or at least have it fixed for you quickly, at no charge. I dont know all the circumstances, ie if youve used it, what their policies are, etc... but it sounds like they are responsive at least.
Good luck!
Hopefully if you email them a pic they will agree to take it back for a refund or exchange or at least have it fixed for you quickly, at no charge. I dont know all the circumstances, ie if youve used it, what their policies are, etc... but it sounds like they are responsive at least.
Good luck!
I just pulled the bag out of the box yesterday...never used. They responded after seeing the pics and basically told me sorry, nothing we can do. I know I can return it with no problem b/c I just received it, I'm just disappointed they didn't at least offer to have it fixed or offer a discount. I guess back it goes...
BUT...now on a search for a new bag 
Bummer. Well they should pay for your return shipping at least! Why dont you ask for a pre paid return label?
