Words cannot describe how upset I am right now. I've been a Chanel fan for about 3 years. My love for Chanel started when I discovered TPF. The first Chanel bag I ever laid my eyes on was the Neiman Marcus Exclusive Patent Blush Flap. At the time, I was 19 (now I'm 22) and I wanted the bag so much. Some of you may recall, I was the girl that managed to buy the last patent blush flap in the system. But when it arrived, I realized that there was a visible pen mark on the flap, and disappointed, I immediately went back to NM and returned it. The flawed bag ended up in the hands of a reseller and was eventually sold to another person at a much higher price point. Fast forward a year or so, I started acquiring other Chanel bags but the holy grail patent blush flap never slipped my mind. Through the help of Pfers, I was given a second chance and managed to score once again, the Chanel bag I've always wanted and this time, the bag was perfect! However, a month ago, I turned in my HG patent blush flap to NM Palo Alto for repairs. I had just come back from Vegas with BF and had noticed that there were slight color transfers on parts of the chain and a very small slight cracking stain/color transfer on the side of the flap. I was worried and it was the 3d time I had taken my bag out to be used. It took over a year to even cut off the tags and wear it. I figured it's my favorite bag, I should enjoy it. Anyway, I knew that any stains that penetrated through the patent leather would be difficult to fix, however, nonetheless, I turned to NM to see if they can do anything about it. Three weeks ago, I received a call from Chanel Repairs and they told me that they could not fix it. I accepted the fact and told them to please ship it back to NM Palo Alto where I will pick it up. The rep also had told me that it will take a week for the bag to arrive. So then I waited for two weeks for the manager of repairs in NM Palo Alto to call me so I can pick up the bag. I never got a call. So just this past Sunday, I called and left a voicemail addressing my concerns about where my bag might be. The manager immediately called me back the next day to tell me that the bag had just arrive! I was absolutely delighted to just get my bag back..until..now. Tonight is the second time I drove to NM Palo Alto. I live in San Francisco and the city of Palo Alto is a good 30-45 minute drive, depending on traffic. I drove down yesterday but NM and almost the whole city of Palo Alto was closed due to an airplane crash that hit the electricity power lines thus causing the city to have no electricity so NM was not opened. I drove back to SF empty handed yesterday. So today, just this evening, I figured I try my luck and pick up my HG. Long story short, when I went into NM to pick up my bag, my jaw dropped. Tears came out of my eyes..just talking about it is upsetting. I found pen marks on the front of my bag. Parts of the patent had these darkening stains. My bag looks worse than before. My bag wasn't like this before!! The sales associate that took my bag out informed me that the repairs manager was off. She said that she will notify her and will have her contact me. I'm absolutely upset and pissed off and really sad over this. I'm not sure what kind of options they will give me. I'm most certainly too upset to even want to drive down again to see the manager tomorrow. It's intimidating enough to be a 22 year old walking inside NM but to have to deal with this kind of situation. I'm so disappointed and never thought this would happen. If you have any suggestions or comments, please let me know. I'm so terribly afraid that the manager will not do anything for me....how in the world can they fix my bag now!? Lastly, I want to thank you. If you've read my story this far, I really appreciate it. Thank you for listening.