I wonder if MM's team reads this thread. Marco and Colette were really helpful then. I hope Marina will also be able to give the same level of service. Valentina was really great before too.
Massaccesi Handbags
- Thread starter bonniekir
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Um... frankly speaking. Marina’s English isn’t very fluent. Not that I’m any better coz I’m the ESL myself, but I think she doesn’t understand half of my rambling I sent her and her response has always been very curt and short. Not rude, but no pleasant chatting and all business. But with placing orders, it’s passable. It’s ok as long as she gets all the details right and can answer simple and direct questions.
I think you should contact Colette. She said she wouldn’t get into the business of taking orders anymore, but this isn’t really order. It’s after sale service and I think she can help and possibly take better care of you.
US based ladies! After the TNT notification changed to "package now with the third party, no tracking available" upon arrival at the Rome airport, did you 1) get a new shipping number (from Fedex?) and 2) wait awhile before it arrived? According to the TNT, my package was handed off at the airport on Friday and was supposed to arrive yesterday, but no sign of it yet...
Thanks
I’ll keep my eye out for the next set of leathers, but if not I might just save the €100 for the red Athene it would bring my total price for my customization plan to around €550 
but I would wait for a sale for sure!!
Try emailing Marco directly (just replace the name in the email) or messaging the Facebook account. I believe Marco manages the Facebook account himself as i often see some bantering in Italian there. I’m pretty sure he will do something for you, it’s a faulty item with his name printed on it after all.
I would definitely not worry based on my experience - even though it's not a great shipping experience, but hopefully that will improve as FedEx absorbs the TNT system into theirs.
Here's how it went for my last shipment: 1) email from TNT which gave me the same info that you describe (hand off to a "third party"). 2) no update to tracking on TNT and then the original estimated day went by 3) At least a day (might have been two) after it was supposed to arrive, I was on the verge of emailing both Marina and Colette to ask where the shipment could have gone BUT I checked the TNT tracking again. That time the TNT website automatically redirected me to the FedEx site which gave me detailed status including customs status and deliver date. I was able to arrange a hold for pickup via that site.
Someone else mentioned that they received a second email with the FedEx tracking number, but I never received one.
They really didn’t make an understandable move by putting an Italian in charge of the email orders and customer service, given the time difference and language barrier. Especially one who is less enthusiastic and empathetic about corresponding about bag questions & problems with the average MM bag buyer who speaks English, not Italian. They maybe should have gotten another (North) American to handle the CS and Collette could have run the blog and marketing.
You are all so kind. (I have been crabby because a scarf I bought on eBay has been stuck in customs for about 2 weeks, sorry!) These are all valid points. I haven't had any problems up to now (although several friends have), and as far as I am concerned (@HopelessBagGirl), Colette could RUN THE WORLD! She is so amazing and patient and thorough.
But meanwhile - did no one else get one of these card holders? Either free or paid for?
@pdxhb, thank you for a very helpful description!
It's been over 2 days now since it was supposed to arrive and TNT website hasn't updated yet for me:/. There goes my hope to get it before Thanksgiving. Oh well, first world problems
Well dangit! I am so sorry you don't have your new bag yet.
I may have missed it but what is coming your way in this shipment?
I have to remind you that she did run out of patience at least once. When she banned me last spring! Hey, free country, and a company’s prerogative to do business with whomever they wish and NOT do business with whomever they wish. I do not wish to rehash that on this thread or anything, but for the sake of a balanced viewpoint if I hear Colette’s patience being praised I have to point out that she did run out of patience with me as a customer and ‘broke up’ with me abruptly. No warning, no communication that I was on anything but ‘valued customer’ ground with MM, just a sudden & total ban when I asked for advice about fraying straps on a brand new bag and what I should do. Whatever, the preloved market is delightful and I far prefer dealing with the FB BST ladies than I ever did in corresponding with Colette.
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I completely forgot about that incident. So sorry you had to go through all that. Just got word from Colette that they are all blowing me off on this zipper problem, including Marco. So, bye!
Totally understand that if they won’t stand behind a faulty product. At least they fixed my faulty bag (although I didn’t get reimbursed for sending it to Italy for the repair) before breaking up with me abruptly. They ought to send you a new one with smooth running zipper. My zipper on my Modena doesn’t run smoothly, but I love the bag anyways.
Joining the Massaccesi family with my first purchase from the FB BST group, black Merinos Soulmate. Love it.
That’s exactly the bag I got from the BST, just a few days ago! Yay! It’s great, right?