Massaccesi Handbags

[momasaurus]

I had a problem with the placing of my studs, they were clearly very wrong. I was told “we did our best” and basically get lost. If they were unable to position studs evenly thats ok, admit it and don’t accept the customisation. My business with Massaccesi ceased upon receipt of that email.

Wow! Did they say too much time has
Passed or they just flat out didn’t care?

Really sorry for this experience, this is hugely disappointing . A company can have the greatest bags in the world, but if the customer service is fraying, that is a huge turn off.

Oh... wow... I don’t know what to say. I’m sorry it happens to you.

@soramillay , lining on my little penelope is wrong color (really not that big of a deal) and the strap on my mom's phoebe is not what she wanted. Hopefully they can send a correct strap, either by itself or with the (inevitable ) new order at some point.

Really glad you received your shipment!
One recent order of mine had the wrong color lining too. It is a color I order frequently, but still not the best thing to have errors.

Wrong lining color here too on my last bag. I did mention it to Marina during correspondence on another topic, not asking for anything, just brought it up in passing that maybe double checking lining colors would be a good idea. She continued the correspondence but ignored that I mentioned that error and I was a bit surprised that she didn’t include in her brief email even a short ‘oh, sorry about that’ since that does not cost anything, and I was not even asking for anything to be done about it.

You mean they no longer want to do business with you?

Momasaurus. Sorry about your zipper!! I had a zipper once that also stayed put! (Another co) but I had hubby force it back, wiped the zipper with a candlelight.. and the zipper is still working!!

I finally gave up multi-quoting - it seems a lot of you have had problems. My broken zipper is nothing compared to getting the wrong lining color! That would have made me incredibly angry. (That did happen to a friend of mine who has left the MM fold.)

To answer more clearly: Marina gave a short reply (I am used to these from her), saying (the entire message): "the card holder has been tried, try to push the zip,unfortunately we can not do anything.
I'm sorry."
At the urging of everyone here, I wrote to Colette, who replied within the hour that Marina had indeed shown the pictures to Marco but that basically Marco "can see no manufacturing problems with the zipper on your MM Card Holder." So a zipper that doesn't close all the way is apparently not a problem. Should be easy for me to sell on eBay then, right?
Any many good points from you all about the language issues, etc. I buy a lot from Japanese sellers on eBay and I write clearly and simply. But maybe we've been too challenging with our customizations, and maybe they have stopped caring.

 

[vink]

I finally gave up multi-quoting - it seems a lot of you have had problems. My broken zipper is nothing compared to getting the wrong lining color! That would have made me incredibly angry. (That did happen to a friend of mine who has left the MM fold.)

To answer more clearly: Marina gave a short reply (I am used to these from her), saying (the entire message): "the card holder has been tried, try to push the zip,unfortunately we can not do anything.
I'm sorry."
At the urging of everyone here, I wrote to Colette, who replied within the hour that Marina had indeed shown the pictures to Marco but that basically Marco "can see no manufacturing problems with the zipper on your MM Card Holder." So a zipper that doesn't close all the way is apparently not a problem. Should be easy for me to sell on eBay then, right?
Any many good points from you all about the language issues, etc. I buy a lot from Japanese sellers on eBay and I write clearly and simply. But maybe we've been too challenging with our customizations, and maybe they have stopped caring.

OMG! I feel even more sad after reading this whole story. I’m really sorry they can’t fix your problem.

 

[pdxhb]

View attachment 3888332 View attachment 3888334 On a much brighter (literally!) note, my Halloween SLG haul included the very last deep violet merinos item that the workshop had - a Penny midi! I didn't really plan on this particular style, but I am so smitten with the color and the price was very reasonable, so I went for it . It's actually a really handy little clutch, fits a lot and the color is still simply incredible. When the opportunity arises, I will take a picture of this Midi compared to my mom's new purple Merinos. The new purple is more dusty and subdued color, with more pronounced texture, very beautiful, but it doesn't glow like the OG violet does . Both pictures are taken in direct sunlight, with the Little Penny in Deep Blue Africa by its side. Happy Thanksgiving everyone

I’m also having a problem see your pics but certainly hope to!!

Lucky you getting that violet!!! It is a unique color and the penny midi is a perfect bag for it.

 

[pdxhb]

Reading back through everyone's experiences, I do wonder if the workshop has new funding/management influences or is going through some behind the scenes re-organization as part of their growth. It's inconsistent with my experiences in the earlier days of the MM brand, and disappointing. I think I was pretty spoiled / the bar was raised high for individually-focused service.

Not to detract *at all* from our lovely TPF sister @TotinScience getting her penny midi which I hope graces her with nothing but happy wears and good times: Hearing about her successful but surprising order completion makes me wonder what is going on that customer service follow through is getting lost. I never heard back on my request to be notified should a piece of that leather for a smaller bag (penny midi or messenger) become available, and that was after my order had been sitting in limbo for quite awhile when many of us started being notified that it wasn't probably going to be available. Even if the response is 'maybe has now become definitely never' is better than not hearing back. I know I may have been behind about 20 other orders, so it's not about stomping my feet and saying 'where's mine' - it's really about the thorough follow through I had come to expect.

I do still think the quality for price on Massaccesi bags is excellent, and I really love the clean styles Marco does. But I will probably be ok with hanging out on pause peninsula for a few minutes given their service hiccups to let the workshop settle into their new size and volume.

 

[southernbelle43]

View attachment 3888332 View attachment 3888334 On a much brighter (literally!) note, my Halloween SLG haul included the very last deep violet merinos item that the workshop had - a Penny midi! I didn't really plan on this particular style, but I am so smitten with the color and the price was very reasonable, so I went for it . It's actually a really handy little clutch, fits a lot and the color is still simply incredible. When the opportunity arises, I will take a picture of this Midi compared to my mom's new purple Merinos. The new purple is more dusty and subdued color, with more pronounced texture, very beautiful, but it doesn't glow like the OG violet does . Both pictures are taken in direct sunlight, with the Little Penny in Deep Blue Africa by its side. Happy Thanksgiving everyone [/QUOTE

 

[southernbelle43]

Well this website is quirky today. Love your penny.

 

[HopelessBagGirl]

I do still think the quality for price on Massaccesi bags is excellent, and I really love the clean styles Marco does. But I will probably be ok with hanging out on pause peninsula for a few minutes given their service hiccups to let the workshop settle into their new size and volume.

I think your thoughtful post was quite perfectly stated, and what many here seem to be feeling. There’s no lack of enthusiasm for the special leathers or the styles from anyone on this thread, for sure. However, making the customer feel valued and important to the business was a big part of the MM experience and was driving much of the enthusiasm/confidence for shopping online for the bags, sight unseen. If the company drops the ball on that part of the equation then it doesn’t seem like a wise business move, but I’m not a business owner. Maybe they are going for volume instead of passionate repeat customers, and maybe that is the more profitable move for them. I don’t know how important the enthusiastic support here on TPFs is to them. I would imagine not insignificant, but it does not seem to be shining through their actions at the moment. Maybe in a few months they will hire more staff, perhaps raise their prices again,and hit a sweet spot with volume/CS aftercare.

 

[Sickgrl13]

All these tales of woe with CS are making me really think hard about ordering another since I typically get bags with complicated customizations. Is it really worth my hassle to potentially have to deal with a bag not made to my specs? [emoji53]

 

[TotinScience]

Reading back through everyone's experiences, I do wonder if the workshop has new funding/management influences or is going through some behind the scenes re-organization as part of their growth. It's inconsistent with my experiences in the earlier days of the MM brand, and disappointing. I think I was pretty spoiled / the bar was raised high for individually-focused service.

Not to detract *at all* from our lovely TPF sister @TotinScience getting her penny midi which I hope graces her with nothing but happy wears and good times: Hearing about her successful but surprising order completion makes me wonder what is going on that customer service follow through is getting lost. I never heard back on my request to be notified should a piece of that leather for a smaller bag (penny midi or messenger) become available, and that was after my order had been sitting in limbo for quite awhile when many of us started being notified that it wasn't probably going to be available. Even if the response is 'maybe has now become definitely never' is better than not hearing back. I know I may have been behind about 20 other orders, so it's not about stomping my feet and saying 'where's mine' - it's really about the thorough follow through I had come to expect.

I do still think the quality for price on Massaccesi bags is excellent, and I really love the clean styles Marco does. But I will probably be ok with hanging out on pause peninsula for a few minutes given their service hiccups to let the workshop settle into their new size and volume.

I am really sorry you are not getting an update on your leather of choice, that is very frustrating . Just to clarify my case - I just asked Marina if they had anything left at all in Deep Violet Merinos, and this midi was the only item (maybe made for testing/promo purposes). So they didn't actually make it for me, just sold as is, which I was fine with.
Also, in all fairness, Marina did respond very sweetly to my inquiry about order errors, hopefully I will get a successful follow up with a strap for my Mom's Phoebe.
But altogether, I agree that increasing number of errors in customers' orders suggests some impairments in comminication from customers to the workshop and back. I hope it will gets resolved soon.
Meanwhile, now I wonder if there is going to be a sale after all!

 

[ajamy]

Just thinking it’s looking a bit unlikely there will be a Black Friday proper sale. Meanwhile, I’m now wondering if my early Black Friday order will be what I asked for ....

 

[musicmom]

Just adding my 2c worth of frustration with MM. I received a gorgeous Granite Tuscania Midi Zip Selene in one of the spring sales. Never having had a bag in a distressed leather before, I didn’t know what to expect, except the gorgeous color and the bag design. I noticed what appeared to be a weakness in the already fine leather but attributed it to the distressing process. Less than 2 months of very light use later, that weakness had turned into a crack. I contacted Colette with photos immediately: those I had taken when I got the bag and then with the crack. After a bit of back and forth, it was agreed that I should send the bag back for a replacement, even though “all sales are final”. This message came the day before I was leaving for vacation, so I boxed the bag up, ready to ship via USPS on my return. Yes, I was even happy to do it at my own expense!

Long story short, on our return we discovered that long-awaited renovation work on our home was about to begin, and the box was buried amongst the items from the now-vacated rooms. As we now dig out from the process, I discovered the box and contacted Colette - as she had arranged for the exchange - but now hear it is too late to return it. I think this is a completely unacceptable treatment of a loyal and regular customer. The bag was made with faulty leather, the resulting damage was recorded and reported months ago, and an agreement was in place. I’m rather sickened by this, and even the offer of a future discount doesn’t help when I just want the issue with the bag itself addressed.

One of my first MM bags was sent out without the requested and paid for customizations (messenger strap and top zipper on another MIdi Zip Selene), but they fixed that for me. I put it down to Valentina being an adorable but possibly ditzy assistant.

But during this last sale, Marina firstly didn’t respond for more than a day, and then didn’t address my questions. Among those questions, she wouldn’t give me prices on requested customized designs, nor send a photo of 2 leathers next to each other (for a color-blocked bag), because they were closed for the weekend. Well, don’t have a sale on the weekend then!!! When the pics finally arrived, it was Tuesday, and I simply didn’t trust them to give me the sale price for a delayed order. Too bad for them, as they missed an order for 2 bags. Whether I’ll be using that discount in the future remains to be seen. Too bad because I really love my Arianna, my MIdi Zip Selenes and my Penny Messenger (and I like my others a lot too), and the leathers and workmanship in general are wonderful.

I’m sad to see this rather rapid decline in the business. On top of all these reports of poor service, the premature unveiling of the new website in “beta” serves neither current nor potential customers well at all.

 

[bonniekir]

Well, I recieved my 3 Veronas in the new Modena in Mud, a fav of mine the Cassandra in Plum and who can do without a Black Penny .. also in Verona !!
I love this leather especially for two reasons; it is lightweight and also hardy!!

Somehow the Plum turned out a bit too bright with the cam on the iPhone, I can’t reach my real camera, which without doubt will give far better pics, this will wait until I can get upstairs again.. lol!!

Here the Cassandra and the Modena!! I think I will like this one too ! The Modena has a zippered top plus two front pockets and I added a messenger! I forgot to order this at first, but Marco remembered, that I must have this feature.. super memory of him!!



Here the Mud Modena ( mud it is really not to me, it is beigey with a slight hint of purple, very slight) and the always useful Penny!



I had asked Marco to pick a suitable lining for Mud and his choise: the Bordeaux , looks really good.. the Wine has Purple lining and the Black ‘s dark grey!

Some close ups:

This plum pic is more like in real life.. not too bright and shiny





Don’t ask me why a pic turned up twice.. mysteries of the site..

 

[bonniekir]

As I mentioned earlier I recieved my 3 Veronas!! I love this leather, because it is light and because it is hardwesring. .. got two very curious dogs poking around

 

[carterazo]

Well, I recieved my 3 Veronas in the new Modena in Mud, a fav of mine the Cassandra in Plum and who can do without a Black Penny .. also in Verona !!
I love this leather especially for two reasons; it is lightweight and also hardy!!

Somehow the Plum turned out a bit too bright with the cam on the iPhone, I can’t reach my real camera, which without doubt will give far better pics, this will wait until I can get upstairs again.. lol!!

Here the Cassandra and the Modena!! I think I will like this one too ! The Modena has a zippered top plus two front pockets and I added a messenger! I forgot to order this at first, but Marco remembered, that I must have this feature.. super memory of him!!

View attachment 3888824

Here the Mud Modena ( mud it is really not to me, it is beigey with a slight hint of purple, very slight) and the always useful Penny!

View attachment 3888829

I had asked Marco to pick a suitable lining for Mud and his choise: the Bordeaux , looks really good.. the Wine has Purple lining and the Black ‘s dark grey!

Some close ups:

This plum pic is more like in real life.. not too bright and shiny

View attachment 3888831

View attachment 3888832

Don’t ask me why a pic turned up twice.. mysteries of the site..[emoji3]

Congrats on your new bags! That plum looks really yummy!

 

[pdxhb]

Well, I recieved my 3 Veronas in the new Modena in Mud, a fav of mine the Cassandra in Plum and who can do without a Black Penny .. also in Verona !!
I love this leather especially for two reasons; it is lightweight and also hardy!!

Somehow the Plum turned out a bit too bright with the cam on the iPhone, I can’t reach my real camera, which without doubt will give far better pics, this will wait until I can get upstairs again.. lol!!

Here the Cassandra and the Modena!! I think I will like this one too ! The Modena has a zippered top plus two front pockets and I added a messenger! I forgot to order this at first, but Marco remembered, that I must have this feature.. super memory of him!!

View attachment 3888824

Here the Mud Modena ( mud it is really not to me, it is beigey with a slight hint of purple, very slight) and the always useful Penny!

View attachment 3888829

I had asked Marco to pick a suitable lining for Mud and his choise: the Bordeaux , looks really good.. the Wine has Purple lining and the Black ‘s dark grey!

Some close ups:

This plum pic is more like in real life.. not too bright and shiny

View attachment 3888831

View attachment 3888832

Don’t ask me why a pic turned up twice.. mysteries of the site..

What beautiful bags! I’m in love with that mud Modena.