Please pardon my rambling. I'm still shaking from anger as I type... This afternoon while I was having lunch with a friend, I received a phone call from the Costa Mesa store SA, who did an exchange for my dark violet city a few days ago. The first thing she said was that she has received my return and she believed that I purposely destroyed the leather on that bag so that I can return it to her store. She said that she put the nourishing cream on the bag prior sending it to me, and there's no way that she would sell a bag to her customers at this condition, blah, blah...I was so appalled at her accusation and did not know how to react at first. It took me a minute to calm myself and try to explain to her that I saw the bag's leather problem right out of the box and I sent everything back to her the next day. She then continued saying that I might have bought a different bag from another store and sent the defective one to her because of the other DV pictures I emailed her for leather preference Although I failed to see the connection there, I told her that those DV pictures were from the Purse Forum and even if I did buy from another store, I could have returned the defective bag to that store and there's no point for me to go through all these trouble to return my other store's purchase to her. Then she said there's no way that I could send Purse Forum's pictures to her and I shouldn't believe what people were saying at the Forum. At that point I was so exasperated so I told her that I have a perfect history with other Bal stores at Las Vegas, London, Cannes, etc and I have never made a single return/exchange at those stores. Well, then she said she has checked my record and it showed that I have never bought from Bal Finally she agreed to do another exchange for me but this time she will take pictures of the whole bag so that I cannot return any more defective bags to her. The whole conversation happened inside a restaurant, and by the time I got out of the phone, I was almost on tears because of the humiliation and anger I felt. My friend who was with me at the lunch could not believe his ears when he overheard what the SA was saying. He knew that I've been a long time Bal customer, and he said I should never take this kind of abuse from a SA. I really don't know what to do at this point? Is there a higher up manager that I can contact with if I have further problems from this store? Here are the pictures of the bag that the SA sent me. She accused me of rubbing the leather to make it look like this. Is it even possible? I have every right to return the bag to her if I'm not happy with my purchase. Why would I take the trouble of destroying the bag to make my return legitimate?