My bag came in used and damaged condition!

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#46
How is that deadly? Just write something like this:

Dear Eluxury.com,

I recently ordered a Marc Jacobs purse from you, invoice # ___________. Having been a long-time customer and previously enjoyed your high quality goods and services, I was excited to receive my purchase. However, I was extremely disappointed when I received my shipment.

The purse was [describe EVERY problem with it]. Obviously, this is an unacceptable product to sell. After notifying your customer service department about the issue, I was offered a $50 gift certificate to be used towards a future purchase. However, this offer obviously does not address the faulty and used merchandise that was shipped to me. It merely attempts to induce my future purchase. I was even told that I would not be able to return the purse since it was used, which is ridiculous since the product sent to me was in used condition. [Is that part correct?]

As a subsidiary of the world's leading seller of luxury products, LVMH, I would expect your company to ensure that the products sent to consumers are of only the best quality. Unforunately, the purse is a "one of a kind" which cannot be replaced, or so I was informed. Since the purse cannot be replaced, I would request that either a 50% discount be applied to its purchase or that I be refunded the entire amount of my purchase, including the shipping and handling to receive AND return the purse to you upon its return.

I am extremely disappointed in your product and how this matter was handled. I would hope that you would be interested in keeping my business. Thank you for your attention to this matter.

Sincerely,

________________
----

Ok, that may be a little more than what you're comfortable with--but you get the idea.... Just be to the point, what went wrong, what you expect, and how they should fix it.
 
#47
wickedassin is right. The letter is not mean or rude. It's perfect. It states the facts and directly addresses the issue here. You might not have sent a letter like this before, but it's pretty normal when you need to handle a problem. ;)
 
#48
wickedassin said:
How is that deadly? Just write something like this:

Dear Eluxury.com,

I recently ordered a Marc Jacobs purse from you, invoice # ___________. Having been a long-time customer and previously enjoyed your high quality goods and services, I was excited to receive my purchase. However, I was extremely disappointed when I received my shipment.

The purse was [describe EVERY problem with it]. Obviously, this is an unacceptable product to sell. After notifying your customer service department about the issue, I was offered a $50 gift certificate to be used towards a future purchase. However, this offer obviously does not address the faulty and used merchandise that was shipped to me. It merely attempts to induce my future purchase. I was even told that I would not be able to return the purse since it was used, which is ridiculous since the product sent to me was in used condition. [Is that part correct?]

As a subsidiary of the world's leading seller of luxury products, LVMH, I would expect your company to ensure that the products sent to consumers are of only the best quality. Unforunately, the purse is a "one of a kind" which cannot be replaced, or so I was informed. Since the purse cannot be replaced, I would request that either a 50% discount be applied to its purchase or that I be refunded the entire amount of my purchase, including the shipping and handling to receive AND return the purse to you upon its return.

I am extremely disappointed in your product and how this matter was handled. I would hope that you would be interested in keeping my business. Thank you for your attention to this matter.

Sincerely,

________________
----

Ok, that may be a little more than what you're comfortable with--but you get the idea.... Just be to the point, what went wrong, what you expect, and how they should fix it.
Click to expand...

Very very well said!!! :nuts:
 
#50
Excellent letter. I have had that happen to me with a Louis Vuitton bag from them. It came with crumbs and dirty tissues inside. They did not give me anything even with my complaining
 
#51
Great letter and totally appropriate. It was nice of you to take the time to write it! I hope the matter is resolved well for monotreme. Quality service is something we all deserve no matter what the cost! It's a matter of respect and civility!

wickedassin said:
How is that deadly? Just write something like this:

Dear Eluxury.com,

I recently ordered a Marc Jacobs purse from you, invoice # ___________. Having been a long-time customer and previously enjoyed your high quality goods and services, I was excited to receive my purchase. However, I was extremely disappointed when I received my shipment.

The purse was [describe EVERY problem with it]. Obviously, this is an unacceptable product to sell. After notifying your customer service department about the issue, I was offered a $50 gift certificate to be used towards a future purchase. However, this offer obviously does not address the faulty and used merchandise that was shipped to me. It merely attempts to induce my future purchase. I was even told that I would not be able to return the purse since it was used, which is ridiculous since the product sent to me was in used condition. [Is that part correct?]

As a subsidiary of the world's leading seller of luxury products, LVMH, I would expect your company to ensure that the products sent to consumers are of only the best quality. Unforunately, the purse is a "one of a kind" which cannot be replaced, or so I was informed. Since the purse cannot be replaced, I would request that either a 50% discount be applied to its purchase or that I be refunded the entire amount of my purchase, including the shipping and handling to receive AND return the purse to you upon its return.

I am extremely disappointed in your product and how this matter was handled. I would hope that you would be interested in keeping my business. Thank you for your attention to this matter.

Sincerely,

________________
----

Ok, that may be a little more than what you're comfortable with--but you get the idea.... Just be to the point, what went wrong, what you expect, and how they should fix it.
Click to expand...
 
#52
wickedassin said:
How is that deadly? Just write something like this:

Dear Eluxury.com,

I recently ordered a Marc Jacobs purse from you, invoice # ___________. Having been a long-time customer and previously enjoyed your high quality goods and services, I was excited to receive my purchase. However, I was extremely disappointed when I received my shipment.

The purse was [describe EVERY problem with it]. Obviously, this is an unacceptable product to sell. After notifying your customer service department about the issue, I was offered a $50 gift certificate to be used towards a future purchase. However, this offer obviously does not address the faulty and used merchandise that was shipped to me. It merely attempts to induce my future purchase. I was even told that I would not be able to return the purse since it was used, which is ridiculous since the product sent to me was in used condition. [Is that part correct?]

As a subsidiary of the world's leading seller of luxury products, LVMH, I would expect your company to ensure that the products sent to consumers are of only the best quality. Unforunately, the purse is a "one of a kind" which cannot be replaced, or so I was informed. Since the purse cannot be replaced, I would request that either a 50% discount be applied to its purchase or that I be refunded the entire amount of my purchase, including the shipping and handling to receive AND return the purse to you upon its return.

I am extremely disappointed in your product and how this matter was handled. I would hope that you would be interested in keeping my business. Thank you for your attention to this matter.

Sincerely,

________________
----

Ok, that may be a little more than what you're comfortable with--but you get the idea.... Just be to the point, what went wrong, what you expect, and how they should fix it.
Click to expand...

it's so.. beautiful!
thank you SO MUCH wickedassin!

so this would be mailed to the corporate offices or email?
thank you thank you thank you :love:
 
#53
bagqueen said:
Excellent letter. I have had that happen to me with a Louis Vuitton bag from them. It came with crumbs and dirty tissues inside. They did not give me anything even with my complaining
Click to expand...

OMG, seriously? They wouldn't take it back? What did you end up doing? This makes me very wary about ordering from them.
 
#54
monotreme said:
it's so.. beautiful!
thank you SO MUCH wickedassin!

so this would be mailed to the corporate offices or email?
thank you thank you thank you :love:
Click to expand...

You're welcome! I'd recommend mailing it to their corporate office. Companies usually take notice when you make the effort to send a letter via regular mail. I think it's because they physically have the letter in their hands. Be sure to put your contact info in the letter or on top as a "letterhead."

I was trying to track down the name of their CEO so you could put his/her name on the letter, but I can't find anything current on them... I'll look again and see if I can find something. If I do, I'll post it on the thread!
 
#55
wickedassin,
what a great letter and so sweet of you to help! It's very appropriate.

monotreme,
The damage you described is totally unacceptable to me.

Everyone else,
Can stores like eluxury do this and get away with it legally? Isn't this false representation? Selling a used and damaged bag as new... $50 GC is pathetic....it's less than 10%

best regards
Grace
 
#56
Send it back to the merchant with proof (UPS, Fedex, etc.), with a letter stating this is damaged and I am requesting a full refund, then call your credit card company and reverse the charge!

There is a warrant of merchantability at issue here. They cannot send you a damaged article and sell it as new. Let your credit card company handle it.
 
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