SO GREAT to hear!!!!! This is the reason I began purchasing MK....I was very impressed with the quality/construction as well!!!!
Michael Kors MK - do they stand behind their products and general product info?
- Thread starter crissy11
- Start date
TPF may earn a commission from merchant affiliate
links, including eBay, Amazon, and others
SO GREAT to hear!!!!! This is the reason I began purchasing MK....I was very impressed with the quality/construction as well!!!!
I'm glad others have had positive experiences dealing with MK USA on a product quality issue.
In August 2009 I purchased a Collection Skorpios Tote - teal, saddle handles - at a good price [$500 when full price was $1500] in the MK store in Atlantic City, NJ. When I purchased it, the SA went on and on about how the Collection bags carry a 2 year warranty.
It has not worn well at all. The finish is wearing off on all of the metal parts - handles, side pocket jewelery, feet - the trim has cracked and the seams are all splitting.
In March 2010 - 7 months after I purchased it - I took it with me to Vegas to see about having MK honor the warranty either by replacing the bag or repairing it. I was informed I could pay them to repair it. I decided to take it back to Orange County with me and go see the MK store in a mall not far from me. I did. They gave me the same song and dance.
In May, I took it to the original store for replacement or repair. I was apprised that I could call Customer Service but they could not help me. So, after carting my MK bag - which I LOVE - just about 3500 miles, I figured there wasn't much else they could do to lose me as a repeat customer. I was sooo wrong.
Customer Service required me to photograph the bag - after having taken it into 3 MK stores where it was viewed and reviewed by MK staff - and send along a copy of my receipt. I did.
The SA from the store where I originally purchased it called me in August after repeated calls and emails to Customer Service. I was informed they could not replace my bag because it was a very limited manufacturing run on the color. They did not offer to repair it. I was given the option to select a bag of comparable value from the web site and also informed that the Vegas location had some interesting options of which they would email photos to me.
I never received any photographs.
I finally selected a replacement bag from MK.com. I live in CA and Python products may not be sold in or shipped to CA. Unfortunately, it was the ONLY item available on the web site that was of the same value. I called the store and was told I could not have it - not because it is Python and I live in California but because MK was not offering me a replacement of the same value as the one I originally purchased but because MK was only offering me a replacement bag comparable to the PURCHASE PRICE I paid.
I've since left several messages for the DM/RM to provide me with some contact information at their Corporate office. Clearly, since I can only find John D. Idol's info, I guess the CEO will be hearing from me. Would have been easier to contact the Director of Customer Service but, apparently, MK doesn't want me to do that.
Bottom line, I'll never buy another product from MK again. Ever.
Shoddy product quality - no matter how much I love that bag - and even worse customer service.
Wish I had a better story to tell.
BTW - Coach? Have a little backpack I purchased from them eons ago. Strap came loose. Called. They gave me an address to mail to. Repaired it and sent it back. All within a month [maybe less?]. It's the only Coach I own.
Peace~Fetishist
In August 2009 I purchased a Collection Skorpios Tote - teal, saddle handles - at a good price [$500 when full price was $1500] in the MK store in Atlantic City, NJ. When I purchased it, the SA went on and on about how the Collection bags carry a 2 year warranty.
It has not worn well at all. The finish is wearing off on all of the metal parts - handles, side pocket jewelery, feet - the trim has cracked and the seams are all splitting.
In March 2010 - 7 months after I purchased it - I took it with me to Vegas to see about having MK honor the warranty either by replacing the bag or repairing it. I was informed I could pay them to repair it. I decided to take it back to Orange County with me and go see the MK store in a mall not far from me. I did. They gave me the same song and dance.
In May, I took it to the original store for replacement or repair. I was apprised that I could call Customer Service but they could not help me. So, after carting my MK bag - which I LOVE - just about 3500 miles, I figured there wasn't much else they could do to lose me as a repeat customer. I was sooo wrong.
Customer Service required me to photograph the bag - after having taken it into 3 MK stores where it was viewed and reviewed by MK staff - and send along a copy of my receipt. I did.
The SA from the store where I originally purchased it called me in August after repeated calls and emails to Customer Service. I was informed they could not replace my bag because it was a very limited manufacturing run on the color. They did not offer to repair it. I was given the option to select a bag of comparable value from the web site and also informed that the Vegas location had some interesting options of which they would email photos to me.
I never received any photographs.
I finally selected a replacement bag from MK.com. I live in CA and Python products may not be sold in or shipped to CA. Unfortunately, it was the ONLY item available on the web site that was of the same value. I called the store and was told I could not have it - not because it is Python and I live in California but because MK was not offering me a replacement of the same value as the one I originally purchased but because MK was only offering me a replacement bag comparable to the PURCHASE PRICE I paid.
I've since left several messages for the DM/RM to provide me with some contact information at their Corporate office. Clearly, since I can only find John D. Idol's info, I guess the CEO will be hearing from me. Would have been easier to contact the Director of Customer Service but, apparently, MK doesn't want me to do that.
Bottom line, I'll never buy another product from MK again. Ever.
Shoddy product quality - no matter how much I love that bag - and even worse customer service.
Wish I had a better story to tell.
BTW - Coach? Have a little backpack I purchased from them eons ago. Strap came loose. Called. They gave me an address to mail to. Repaired it and sent it back. All within a month [maybe less?]. It's the only Coach I own.
Peace~Fetishist
Wow, it's a shame to hear about terrible customer service that people have dealt with for Michael Kors. I have several MK bags and have never had an issue with any of them. I'm not as anal as some of you and I have no problems putting my bags on the floor. Even though I DO put them on the floor and kind of toss them around, I've never had a problem and they are all still in great shape. I'm not saying I throw my bags around and put them on really dirty floors, but because maybe I do "abuse" them a little more than everyone else, it's kind of surprising that they are still in the great condition they are!
I've never had a problem with Coach either. The only thing that irks me a little bit about my teal leather Sabrina is that the leather is wearing off on the corners (where the fabric folds), but I'm not going to freak out about it. If I can get them to fix it, great, if not, that's okay too. I've had that bag for a few years now, so I'm obviously not in a rush to get them to repair it. It just goes to show that I love that bag and I use it often which is the whole point of buying a bag in the first place!
I've never had a problem with Coach either. The only thing that irks me a little bit about my teal leather Sabrina is that the leather is wearing off on the corners (where the fabric folds), but I'm not going to freak out about it. If I can get them to fix it, great, if not, that's okay too. I've had that bag for a few years now, so I'm obviously not in a rush to get them to repair it. It just goes to show that I love that bag and I use it often which is the whole point of buying a bag in the first place!
That is a sad story. So sorry to hear this, it's just plain wrong.
I love the Michael Kors product, but I am not a fan of their post-sales customer service.
No one touches Coach for customer service, and I've told this to the MK employees when I've been in the store too. If that had been Coach, that issue would have been handled on the spot to your satisfaction at the first place you went.
The way I view my Kors purchases is that they are final sale because no matter what they tell you upon the purchase of your bag or whatever, I think it's just lip service and that it won't be honored when you return with an issue.
I feel that if I have a Kors bag that needs repairs, it's going to be on me - I just assume that they won't do anything - and if they ever do I had better be prepared for the fight of my life.
I love the product enough that it won't stop me from buying it, but I take the attitude that it's all on me once I walk out of the store.
I love the Michael Kors product, but I am not a fan of their post-sales customer service.
No one touches Coach for customer service, and I've told this to the MK employees when I've been in the store too. If that had been Coach, that issue would have been handled on the spot to your satisfaction at the first place you went.
The way I view my Kors purchases is that they are final sale because no matter what they tell you upon the purchase of your bag or whatever, I think it's just lip service and that it won't be honored when you return with an issue.
I feel that if I have a Kors bag that needs repairs, it's going to be on me - I just assume that they won't do anything - and if they ever do I had better be prepared for the fight of my life.
I love the product enough that it won't stop me from buying it, but I take the attitude that it's all on me once I walk out of the store.
crissy11, You're attitude about post-sale customer service with MK is really wise.
I wish I'd known before I walked into the store, saw the bag and the price and fell madly in love with the darn thing.
And I don't baby my bags. I carry them. I use them. Occasionally they sit on the floor - but that's bad juju and I'm a bit of a superstitious girl. Stored in their dust bags.
I have a Cole Haan that I carried almost every day for 18 months. Other than a titch of fading on the bottom edge, it looks nearly brand new - not so for my poor gorgeous MK. *heaving sigh*
I wish I'd known before I walked into the store, saw the bag and the price and fell madly in love with the darn thing.
And I don't baby my bags. I carry them. I use them. Occasionally they sit on the floor - but that's bad juju and I'm a bit of a superstitious girl. Stored in their dust bags.
I have a Cole Haan that I carried almost every day for 18 months. Other than a titch of fading on the bottom edge, it looks nearly brand new - not so for my poor gorgeous MK. *heaving sigh*
I guess the only thing to be thankful for is that you didn't pay full price - can you imagine!! You know I have to wonder if that is part of the issue - I wonder if you had paid full price if they would have honored the warranty. I just have a gut feeling that they think that because you paid 1/3 of the original price the bag was selling for that you don't deserve a warranty. I dunno, maybe I'm way off base here, but it's crossed my mind that maybe they think clearance items = no warranty, kwim??
I did a lot of research on after sales service with Kors which I posted on another thread on here somewhere, because I think for people switching over from another brand - Coach in particular - they really need to know that Kors runs a completely different business model. You really need to know that going in.
I absolutely hate the 10 day refund/exchange policy - that one just kills me. Again - adore the product - hate the business model.
I'm trying my best not to compare MK to Coach, but it is hard when you're used to Coach's customer service & policies. I agree with everyone about the return policies.
As far as problems......
I received a MK off of Ebay that appeared to have friggin sealant issues, of all things! I thought that was only Coach Legacy bags lol. I'll try to explain: all along the handles edge, there was an over abundance of sealant, which was starting to peel off and felt rough. Also, it appeared that there was mega sealant around the bottom handle part that wrapped around a ring that attached to the bag body. On the one side of one handle, the sealant looked like it was beginning to separate and you could see inside this part. It was weird. This was a $400 bag, too. Hmm.
As far as problems......
I received a MK off of Ebay that appeared to have friggin sealant issues, of all things! I thought that was only Coach Legacy bags lol. I'll try to explain: all along the handles edge, there was an over abundance of sealant, which was starting to peel off and felt rough. Also, it appeared that there was mega sealant around the bottom handle part that wrapped around a ring that attached to the bag body. On the one side of one handle, the sealant looked like it was beginning to separate and you could see inside this part. It was weird. This was a $400 bag, too. Hmm.
I don't see a problem with this solution. If the bag is under "warranty" and they are unable to repair the bag IMO all you are owed is an equitable replacement. The replacement value should be based on what you paid.
I used to love COACH handbags, but I don't care for them any longer because the quality has decreased so precipitously over the past couple of years. As a result, the warranty is meaningless--the quality, IMO, has declined to such a low level that a generous warranty does not improve my satisfaction with the product.
I wish you luck in resolving your issue to your satisfaction!
Hi.
I appreciate what you're saying, truly. And if they'd never looked to see if they had another one in their warehouse all might have been well with their second proposed solution.
My issue with their solution is that if they'd had another Collection Skorpios in inventory they would have replaced mine with a brand new one. Which would be product value with product value under the warranty. Because they don't - the only one in inventory apparently is crocodile, valued at $5k - they will not replace product value with product value.
Additionally, I was told to go to the MK web site and select a bag valued at $1500. I was not told to go to the site and select a bag worth $500. When I did as suggested by an MK employee, I was then informed that MK would only honor the purchase price.
Finally, at the time of purchase I was told that MK would replace with comparable product or repair the bag during the warranty period.
Help me understand the logic of *that*. Please!
I guess I don't comprehend how my fortune of purchasing the product at a reduced price now means the replace or repair warranty is conditional on the sale price at which I discovered the bag.
Seriously, if my expectation is unreasonable I'm amenable to a differing opinion. Not looking for a flame war at all. Don't believe in them and don't like them one iota.
Thanks for posting what you did and hope you'll have this conversation with me - even if you prefer to have it privately.
Peace,
Fetishist
First, let me say I have EXCELLENT customer service at the local MK boutique. They bend over backwards to ensure I am happy. They call to check on me after I come in. They ask about my previous bag purchases. You know, "Are you still loving your ...?"
I read the post above about the teal Skorpios return problem. I think replacement value for what you originally paid is pretty much a standard policy at any store. You can't buy a bag for $500 and exchange it for a $1500 bag. If that were true, everyone would be doing it and Making Money by doing so.
Unlike Coach, MK Collection bags are handmade and come from Italy. They do not have an unlimited supply sitting in a warehouse. Once they sell what they have, that's it.
A buyer selects which bag they want in their store, they order so many ... that amount is made and shipped to them. That's it.
**I have not thoroughly read the previous posts here, so this might have already been said or whatever. So don't throw rocks at me.
MK has their good points and their not-so-good points. If the bags are worth it to you and you want them, buy them. Personally, with the customer service I have in my area, I would buy from them in a heartbeat, and do. If I were in a location that had bad customer service, I probably would not buy from them. I would buy from Nords or Neimans, etc.
I prefer not to use any .com customer service.
I read the post above about the teal Skorpios return problem. I think replacement value for what you originally paid is pretty much a standard policy at any store. You can't buy a bag for $500 and exchange it for a $1500 bag. If that were true, everyone would be doing it and Making Money by doing so.
Unlike Coach, MK Collection bags are handmade and come from Italy. They do not have an unlimited supply sitting in a warehouse. Once they sell what they have, that's it.
A buyer selects which bag they want in their store, they order so many ... that amount is made and shipped to them. That's it.
**I have not thoroughly read the previous posts here, so this might have already been said or whatever. So don't throw rocks at me.
MK has their good points and their not-so-good points. If the bags are worth it to you and you want them, buy them. Personally, with the customer service I have in my area, I would buy from them in a heartbeat, and do. If I were in a location that had bad customer service, I probably would not buy from them. I would buy from Nords or Neimans, etc.
I prefer not to use any .com customer service.
Last edited:
You actually restated my point, so that's all I've got to say on the topic.
I'm not trying to be controversial either...just trying to pass on my experience.
The part that would irk me is the lack of consistent communication--one person telling you one thing and another telling you something different.
Also, I agree with NASCAR Fan...if you find the MK service lacking at the boutique or corporate level, then it's better to purchase at Nordstrom or Neimans.
Again, good luck resolving your issue.
I don't see a problem with this solution. If the bag is under "warranty" and they are unable to repair the bag IMO all you are owed is an equitable replacement. The replacement value should be based on what you paid.
I used to love COACH handbags, but I don't care for them any longer because the quality has decreased so precipitously over the past couple of years. As a result, the warranty is meaningless--the quality, IMO, has declined to such a low level that a generous warranty does not improve my satisfaction with the product.
I wish you luck in resolving your issue to your satisfaction!
ITA about the Coach warranty.....it's meaningless to me as well since the quality of the bags has declined so much.....