If I buy a designer bag from eg. Farfetch, what happens if I find a defect?

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Jun 10, 2018
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I've never bought a designer bag so please excuse the possibly dumb question but if I were to buy let's say a Gucci handbag from Farfetch or Mytheresa or similar website and later found issues with the bag, who would deal with the problem, the store or Gucci directly? I guess what I'm really asking is am I at a disadvantage if I buy the bag from an online department store rather than directly from the Gucci boutique? If I wanted to have something repaired down the line would Gucci deny me the option because I didn't buy it directly form them? Hope that makes sense!
 
I’m sure somebody else here can give you a better definitive answer than me on the legal position and some general ideas of experiences, but meantime ...

The retailers you mention are very reliable along with others like Net-a-Porter and Matches Fashion. I’ve sent high-end bags with defects back to both Farfetch and MyTheresa, but to date only unused within the returns period. I received prompt refunds/replacements with no query. I never worry about buying from these good retailers and I believe from my experience of how they operate these ones (all of whom I buy from regularly) would stand by you as a matter of courtesy in the event of a problem appearing later, and they might be obliged to by law anyway, but I am not certain and it could depends on local laws what their actual obligation is. I feel like I used to know this ! I think throughout Europe it’s a matter of defects appearing in the item’s reasonable lifetime being covered by retailer but I might be wrong. UK law could conceivably change after Brexit but I doubt that part of it will. You could try googling your country’s laws relating to online retail.

Meantime I think you are really asking less about the legalities and more about the practicalities and ease of the process of repair or maintenance with the brand itself, and those things could vary a bit from brand to brand. I’ve never bought Gucci. Some designer brands could make it easier than others to get timely attention, so I’d suggest you post your question again in the threads for the particular brands you are considering buying, and/or in the general purses forum, say what part of the world you are in, to get some idea of other people’s experiences with different brands and purchasing routes.

If Fendi is on your list: I’ve also received Fendis direct from Fendi online with very minor anomalies (not really bad enough to call them defects) and have had them replaced immediately with no quibble (and a few months later a very nice unexpected gift and apology), but I haven’t gone back with any problems later as I haven’t had any, so I can’t help with experience there. As a general point I found I preferred dealing with Fendi online to the London boutique (over the phone, not in person) where I got the feeling I had to struggle for attention against other customers spending more. That’s a bit of a subjective appraisal though. Other people might not have had the same experience.

As far as I am aware, the brands all stand by their products wherever they were bought, and are in most cases obliged to, but whether you have to pay for repair might depend on how long the defect has taken to appear and if it is really just normal wear and tear. A retailer might give you another route but if the defect needs assessment as to normal wear and tear they might just be liaising with the brand anyway.

In the first instance, never be afraid to send a new defective bag, even with so much as a little scratch, if it bothers you, straight back for refund or replacement with a clear statement why you are doing so. Bags are for using and I don’t mind the odd scratch but I want it to be one I made myself! In Europe this is your right (I don’t know about the rest of the world). You are paying a lot for the product and it should be perfect from the start. They usually are.

Hopefully someone else can give you real details about particular brands.
 
I’m sure somebody else here can give you a better definitive answer than me on the legal position and some general ideas of experiences, but meantime ...

The retailers you mention are very reliable along with others like Net-a-Porter and Matches Fashion. I’ve sent high-end bags with defects back to both Farfetch and MyTheresa, but to date only unused within the returns period. I received prompt refunds/replacements with no query. I never worry about buying from these good retailers and I believe from my experience of how they operate these ones (all of whom I buy from regularly) would stand by you as a matter of courtesy in the event of a problem appearing later, and they might be obliged to by law anyway, but I am not certain and it could depends on local laws what their actual obligation is. I feel like I used to know this ! I think throughout Europe it’s a matter of defects appearing in the item’s reasonable lifetime being covered by retailer but I might be wrong. UK law could conceivably change after Brexit but I doubt that part of it will. You could try googling your country’s laws relating to online retail.

Meantime I think you are really asking less about the legalities and more about the practicalities and ease of the process of repair or maintenance with the brand itself, and those things could vary a bit from brand to brand. I’ve never bought Gucci. Some designer brands could make it easier than others to get timely attention, so I’d suggest you post your question again in the threads for the particular brands you are considering buying, and/or in the general purses forum, say what part of the world you are in, to get some idea of other people’s experiences with different brands and purchasing routes.

If Fendi is on your list: I’ve also received Fendis direct from Fendi online with very minor anomalies (not really bad enough to call them defects) and have had them replaced immediately with no quibble (and a few months later a very nice unexpected gift and apology), but I haven’t gone back with any problems later as I haven’t had any, so I can’t help with experience there. As a general point I found I preferred dealing with Fendi online to the London boutique (over the phone, not in person) where I got the feeling I had to struggle for attention against other customers spending more. That’s a bit of a subjective appraisal though. Other people might not have had the same experience.

As far as I am aware, the brands all stand by their products wherever they were bought, and are in most cases obliged to, but whether you have to pay for repair might depend on how long the defect has taken to appear and if it is really just normal wear and tear. A retailer might give you another route but if the defect needs assessment as to normal wear and tear they might just be liaising with the brand anyway.

In the first instance, never be afraid to send a new defective bag, even with so much as a little scratch, if it bothers you, straight back for refund or replacement with a clear statement why you are doing so. Bags are for using and I don’t mind the odd scratch but I want it to be one I made myself! In Europe this is your right (I don’t know about the rest of the world). You are paying a lot for the product and it should be perfect from the start. They usually are.

Hopefully someone else can give you real details about particular brands.

Hi there I never ended up seeing your reply! Thank you so much you answered all of my concerns :) I didn't end up getting the bag back then but am starting to think about it again so thanks for the advice, I feel much more confident about the whole process!! :heart:
 
I've never bought a designer bag so please excuse the possibly dumb question but if I were to buy let's say a Gucci handbag from Farfetch or Mytheresa or similar website and later found issues with the bag, who would deal with the problem, the store or Gucci directly? I guess what I'm really asking is am I at a disadvantage if I buy the bag from an online department store rather than directly from the Gucci boutique? If I wanted to have something repaired down the line would Gucci deny me the option because I didn't buy it directly form them? Hope that makes sense!

I think if it is your 1st bag, you should go to the store, not because of any return issues or such, but simply because you want the full experience in the shop, you possibly have saved up for it, you will wonder if the bag you got from the reseller might have a flaw, etc. So you will totally enjoy being able to check it out before, look at few other ones, have it wrapped up nicely for you, walk out with the carrier bag and all that. 1st designer bag is an event.
 
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I think if it is your 1st bag, you should go to the store, not because of any return issues or such, but simply because you want the full experience in the shop, you possibly have saved up for it, you will wonder if the bag you got from the reseller might have a flaw, etc. So you will totally enjoy being able to check it out before, look at few other ones, have it wrapped up nicely for you, walk out with the carrier bag and all that. 1st designer bag is an event.

So true that would make it so special and memorable. The issue I have though is that I live in Australia and the bag I really want is the medium Gucci Marmont. The Australian Gucci stores don't stock it and they have told me they are not planning on ordering anymore. They use to stock it but maybe the smaller sizes were much more popular, it sucks :sad:
 
So true that would make it so special and memorable. The issue I have though is that I live in Australia and the bag I really want is the medium Gucci Marmont. The Australian Gucci stores don't stock it and they have told me they are not planning on ordering anymore. They use to stock it but maybe the smaller sizes were much more popular, it sucks :sad:

That is a bit of a problem, when I lived in your corner of the world, I was a student and there wasn't much in terms of designer, due to my rather limited budget, I would have thought you being close to Asia, where there is a massive demand might make it a bit easier for the stores to order in? It wasn't Gucci but another company where they didn't have an item I wanted in the store but located it in another store, different country, and there was a bit of a delay but it was ordered for me. Maybe with Australia there would be the problem of tax and such? It just seems to be a bit strange that if a customer wants to buy a certain item and is not just thinking about it, it would make sense and be good customer service.
Have you considered to contact Gucci directly, not the Australian stores but headquarters and politely ask if there would be a possibility that you could get the item as you much rather buy from them directly?
 
That is a bit of a problem, when I lived in your corner of the world, I was a student and there wasn't much in terms of designer, due to my rather limited budget, I would have thought you being close to Asia, where there is a massive demand might make it a bit easier for the stores to order in? It wasn't Gucci but another company where they didn't have an item I wanted in the store but located it in another store, different country, and there was a bit of a delay but it was ordered for me. Maybe with Australia there would be the problem of tax and such? It just seems to be a bit strange that if a customer wants to buy a certain item and is not just thinking about it, it would make sense and be good customer service.
Have you considered to contact Gucci directly, not the Australian stores but headquarters and politely ask if there would be a possibility that you could get the item as you much rather buy from them directly?

That is a good idea! Yes its so frustrating Australia is so behind with so many products, not just bags but makeup and skincare as well its very annoying. I do think the whole tax issue is part of it, and often there are also extra customs charges on top of that which really sucks. I will reach out directly to Gucci HQ and see what they say. Thanks again :smile:
 
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