This is what service is all about esp for long standing customerOk here's my story. My local store kindly offered me a Rouge Casaque Kelly Epsom Sellier 28 with PHW in November 2016. I was gobsmacked and so happy as it was not my request and I never even thought about it. I normally do not carry my new bags immediately. I do not know why I did in this case but am glad. Within 3 days I realised in a closed, warm environment the bag bagan to smell like weed. As it was winter it is not noticeable at any other time. I only learnt to recognise this smell while living in Holland and going past "coffee shops" in Amsterdam. Anyway I requested to speak with my leather SM and my SA. I have never in my whole life returned anything especially not a bag, as they know I would rather hold it 1 day to consider and decline if not sure. They knew I was very disappointed and very kindly accepted the bag and past my expectations, gave me a full refund. Now this is not the norm as the bag is supposed to be sent to Paris for assessment and then Paris decides what to do. In the meantime I would be out of pocket and a bag. On top of this, the leather SM kindly offered to allocate a replacement from her PO stock. I requested a Rouge Casaque 25 instead, with GHW bec that was the specs ordered and expected. In the meantime I waited impatiently haha! The bag arrived and there was some change in collection policy but again, good friends and family assisted. The bag is finally here and the matter is settled. I cannot express how satisfied I am with how I have been treated as a customer. [emoji813][emoji813]
Glad all turn out well
