On April 6, I ordered a poppy empreinte Twinset/ Twice online (the nearest store to me is a 7 hour round trip). It arrived on April 12. It was a gorgeous MIF bag with protective plastic on its hardware, but unfortunately, its snap was defective, and I sent it back for an exchange the same day. The snap looked like this: My replacement poppy arrived today. It's MIU, which could be livable, but it's obviously heavily used, whether as a customer return or as a display. As you can see in the pic on the left, this is how it arrived inside the dustbag in the box (the dustbag was folded shut inside the box). Unfortunately, the very poor presentation is the least of its problems. Notice the end of the strap has a kink in it from being in the buckle. The pic on the right shows the snap. It is dull from abrasions and has a big scratch down the middle. I didn't get pics of everything, but the zipper pull is smudgy, the gilt letters on the heat stamp are faded, there was **random white cardboard in the middle pocket, and the lining was all bunched up from the lower left corner of the back pocket. I am so upset. Can any of you experienced ladies and gentlemen direct me to the proper number or email address to complain to? I'd like to go beyond talking with the phone SA I've been working with (although I'm sure she had nothing to do with it, and I don't want it to seem like I'm taking it out on her). I'm not sure if I want to return it and give up on this style altogether, or try for a third. I found the ten day return time pretty annoying the first time, and another ten day wait time will make it nearly a month since I first ordered! Any assistance is greatly appreciated. Thanks! ETA: ** I originally said it was trash inside, but that's a harsh word and I fear I may have overreacted. It was random pieces of white cardboard that didn't look like they belonged to this bag.