Hi all,
I had originally created this profile to ask for help on identifying the attached bag. I was in LOVE it with it. Just purchased last week at Phillip Lim's sample sale on opening day (waited 2 hours!).
Long story short, the bag completely fell apart after 3 days of me wearing it (Fri, Sat, Sun). I have a picture below with proof that when I purchased it, the straps were fine! Understand that from a sample sale it wouldn't be perfect (there was a missing stud, but whatever), but after three days of wear, there should be NO REASON an entire strap would come undone. Second one is about to go as well.
The craftsmanship is TERRIBLE. Who uses screws on leather!? Of course the bag (empty) is heavy already, any added pressure would tear the leather (which it sadly did).
I went to the Soho Store, I called 260 Sample Sale, Phillip Lim Customer Care, and tracked down the logistics coordinator for the sample sale. They couldn't do ANYTHING - no refund, no exchange, not even offer a repair, they just referred me to a third party leather goods store to fix.
I have purchased NUMEROUS items over the last decade that have become damaged, but have been able to find a resolution:
- Coach tote: handle snapped, Coach gave me a full refund even though I had purchased it from an outlet store
- Ferragamo flats: Ferragamo repaired it twice since it occurred within a year of purchase, even though that was also from an outlet
- Burberry bag - strap was unraveling and they replaced the bag (i bought it from Costco!)
- Gucci bag - leather became discolored. fortunately, my mom purchased it online, so they refunded me store credit when they couldn't do the repair
While I received numerous apologies, this bag should NEVER have been on the floor in the first place. It wasn't marked damaged (it was purchased at the large tote price of $450+tax), didn't show damage, but was a defective bag.
Understand the final sales policy at sample sales, but as consumers, we should also expect that the quality of a bag on sale for $450 will last longer than 3 days of wear.
I will be filing a consumer affairs report, place a dispute with my credit card, and see what I can do with a damage protection claim on my card as well. Anything else I can do?
Has this happened to anyone else before? Phillip Lim will NOT do repairs from any third party btw, it must be from their site or retail store (not sure what this means if I buy something from netaporter - does that mean they won't take responsibility either for a damaged product?)
This is absolutely ridiculous. I have put my Prada, MiuMiu, Gucci, Chloe, LV, Furla, COACH bags through worse (and years of wear) and this is by far the fastest I've seen a bag deteriorate as much as it has. And the most unhelpful customer care response possible. I thought a smaller company would be able to work out a resolution, but NOPE.
And here I was about to buy a Pashli too. NEVER AGAIN
P.S. I love this forum btw. I've been following this site for a while, but ironically became a member because I still do not know the name of the bag I purchased. It probably is a prototype that they made and realized early on wouldn't last, then sold to me! What a waste of $
I had originally created this profile to ask for help on identifying the attached bag. I was in LOVE it with it. Just purchased last week at Phillip Lim's sample sale on opening day (waited 2 hours!).
Long story short, the bag completely fell apart after 3 days of me wearing it (Fri, Sat, Sun). I have a picture below with proof that when I purchased it, the straps were fine! Understand that from a sample sale it wouldn't be perfect (there was a missing stud, but whatever), but after three days of wear, there should be NO REASON an entire strap would come undone. Second one is about to go as well.
The craftsmanship is TERRIBLE. Who uses screws on leather!? Of course the bag (empty) is heavy already, any added pressure would tear the leather (which it sadly did).
I went to the Soho Store, I called 260 Sample Sale, Phillip Lim Customer Care, and tracked down the logistics coordinator for the sample sale. They couldn't do ANYTHING - no refund, no exchange, not even offer a repair, they just referred me to a third party leather goods store to fix.
I have purchased NUMEROUS items over the last decade that have become damaged, but have been able to find a resolution:
- Coach tote: handle snapped, Coach gave me a full refund even though I had purchased it from an outlet store
- Ferragamo flats: Ferragamo repaired it twice since it occurred within a year of purchase, even though that was also from an outlet
- Burberry bag - strap was unraveling and they replaced the bag (i bought it from Costco!)
- Gucci bag - leather became discolored. fortunately, my mom purchased it online, so they refunded me store credit when they couldn't do the repair
While I received numerous apologies, this bag should NEVER have been on the floor in the first place. It wasn't marked damaged (it was purchased at the large tote price of $450+tax), didn't show damage, but was a defective bag.
Understand the final sales policy at sample sales, but as consumers, we should also expect that the quality of a bag on sale for $450 will last longer than 3 days of wear.
I will be filing a consumer affairs report, place a dispute with my credit card, and see what I can do with a damage protection claim on my card as well. Anything else I can do?
Has this happened to anyone else before? Phillip Lim will NOT do repairs from any third party btw, it must be from their site or retail store (not sure what this means if I buy something from netaporter - does that mean they won't take responsibility either for a damaged product?)
This is absolutely ridiculous. I have put my Prada, MiuMiu, Gucci, Chloe, LV, Furla, COACH bags through worse (and years of wear) and this is by far the fastest I've seen a bag deteriorate as much as it has. And the most unhelpful customer care response possible. I thought a smaller company would be able to work out a resolution, but NOPE.
And here I was about to buy a Pashli too. NEVER AGAIN
P.S. I love this forum btw. I've been following this site for a while, but ironically became a member because I still do not know the name of the bag I purchased. It probably is a prototype that they made and realized early on wouldn't last, then sold to me! What a waste of $
