Mansur Gavriel Mansur Gavriel Customer Service - VERY DISAPPOINTED

[Kistore]

I bought a MG bucket bag but it’s too big for me. So I decided to return it and exchange for another size of bucket bag. Unfortunately, MG CS replied my email after 3 days and only accepted RETURN not exchanges due to the order from Hong Kong which is international order. Here is the criteria for international return order:

“Returned items must also include the original box, dust bags/garment bags and all original tags attached. Items with any sign of wear will not be accepted for a return.” - MG CS

I’m afraid that MG will not accept my request cause the box cover were broken when I opened it. And MG stated if items with wear will not accept for a return. So I’m struggling to ship it or not. Is there anyone try to return the goods and the items in the package were broken?

 

[Donzie]

I just received my Small Tote in brandy. Shipping was really fast (I’m in Australia) but the bag had dark blemishes on both sides and the box lid was already broken. I know I did not damage the box because I did not use my hands to remove it from the larger cardboard box. Rather tipped the large box upside down and patted the pink box out. The lid was already torn. I have sent an email today, will wait and see what they say. But I am not hopeful as I am sure they will not honour the return process because of the lid. Fingers crossed.

 

[Donzie]

UPDATE: So far customer service has been great. After sending them the above photos of my bag they sent me are return DHL slip and have promised a replacement once the bag has arrived with them. Let’s see what happens.

 

[prosciutto_di_parma]

Did you end up getting an acceptable replacement bag?

I'm curious as to whether MG customer service worked well for you - I just purchased a black tote that has developed a number of issues in less than a month, wondering how helpful it will be to contact customer service.

 

[Donzie]

I did receive a replacement bag. Customer service was great actually. They paid for the return of the bag and replacement. All in all it was a positive experience and I would repurchase with them again. I hope it works out for you too.

 

[tarudpir]

I been having issues with the customer service with mansur gavriel. They provided a used item with no tags. I sent them photos and an email but no messages so far. Has anyone had this experience with their items lately or their customer service? They used to be very responsive in the past.