Hello fellow L19 & L27 lovers!
In case others face this (I see at least one example above), there is a known issue with the clasps of the original extra pocket strap design. My ostrich L27 (purchased July 2023) just had an issue where one of the clasps is permanently stuck and no longer opens. I bought the piece in London, and my home store in the US - and the US store says "their hands are tied" and they can't service it. They pointed to the fact that, since the acquisition by LVMH, they have had trouble keeping up with growth and that they don't have an after-sales program that keeps pace. In fact, they said they could "do me a favor" and send it to their repair vendor, but would charge me for it. I said "no thanks" and "good luck".
I let them know kindly that I, as a client who shops across all brands in this tier, expect responsive addressing of any defects. I had one of my Birkins with me, which I pointed to as an example of a piece I purchased in Paris, but that my home store sends in for servicing. I didn't throw a tantrum, but expressed my deep disappointment and that this very much affects my decision of where to shop.
Needless to say, I won't be buying Loro Piana products going forward. They aren't able to stand by the quality of their products - that's a dealbreaker for me. I am sharing this as a word of caution for anyone considering purchasing their bags.
Cheers and onward to choosing only the things that bring us joy and love!
