Policy on Defective Bag

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Tinagirl11

Tinagirl11

O.G.
Jun 5, 2011
475
883
#1
Hi, I purchased lockme ever mini over a month ago and just haven't had the time to take it out of the box since I got busy and sort of forgot about it.

When I finally unboxed it yesterday, I realized the handle is really crooked and just refuses to sit straight. It looks like a manufacturing defect because the fold underneath the handle is what's making it bend to one side.

The policy in the receipt says I have 30 days and it's now 40 days since purchase - I also got it during a vacation so I can't contact the SA since that branch is hours away.

Does anyone have experience exchanging a defective handbag with LV (that is past the return/exchange period)? Any responses are appreciated, thanks!
 
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#4
I agree with @luvspurses …. They may be willing to return/exchange if you have a relationship with an SA. I thought awhile ago people posted that stores were hesitant to take returns because it went against their store sales or something to that affect? They may not want to take an another stores item for return, an exchange may be better since they would get the sale?
 
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#5
Thanks for the responses :)
I really don’t want to return it, I just want it exchanged if possible. It was definitely my bad that I didn’t inspect it immediately but life happened and I got extremely busy.
From experience, Chanel exchanged a defective bag I had 4 months after a stitching broke and the SA and manager gave me a replacement on the same day.

I tried messaging my regular SA but she hasn’t responded yet. I don’t want to sit on it too long since it is already 40 days. Fingers crossed she responds soon as I only want to contact the online repair center as a last resort. The bag is unused so I would prefer it to just get replaced and not repaired.
 
#7
boyoverboard said:
I’d be super surprised if they didn’t resolve this for you. It sounds like it’s clear it’s a defect.
Click to expand...
It depends if they think it is and how bad the handle is crooked. Would be better to say with a picture..

Tinagirl11 said:
Hi, I purchased lockme ever mini over a month ago and just haven't had the time to take it out of the box since I got busy and sort of forgot about it.

When I finally unboxed it yesterday, I realized the handle is really crooked and just refuses to sit straight. It looks like a manufacturing defect because the fold underneath the handle is what's making it bend to one side.

The policy in the receipt says I have 30 days and it's now 40 days since purchase - I also got it during a vacation so I can't contact the SA since that branch is hours away.

Does anyone have experience exchanging a defective handbag with LV (that is past the return/exchange period)? Any responses are appreciated, thanks!
Click to expand...
Can you post a picture?
 
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#8
No matter what I do the handle eventually bends to the right because the flap underneath wasn’t done correctly.
It wouldn’t be an issue if i carried it by the handle but I usually use the crossbody strap so the bag looks very crooked and uneven (it’s a small bag so hard to ignore).

IMG_2800.jpeg
 
#9
I honestly don’t see a manufacturers defect. IMO it looks like it was stored in a way that caused the handle, which is not completely rigid, to bend. If as you say, it will be corrected if you carried it by the handle, then I think that undercuts your argument that the flap underneath was done incorrectly. This type of bag looks like the handle and flap is not reinforced, nor was it meant to be, so the somewhat pliable structure does shift.

i dislike returning things, so I make sure to examine at time of purchase, and I strongly prefer to buy from my home SA and my home store, precisely so that my home SA can facilitate any repair issues. If this were my bag, I might just hang it by its handle and see if it evens out, but my opinions regarding flaws tend to be in the minority on this forum.

I have not had the best of luck with LV aftercare services (my issue was with a piece of RTW from that season). Regardless, I wish you the best of luck with whatever outcome you deem acceptable.
 
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#10
Tinagirl11 said:
No matter what I do the handle eventually bends to the right because the flap underneath wasn’t done correctly.
It wouldn’t be an issue if i carried it by the handle but I usually use the crossbody strap so the bag looks very crooked and uneven (it’s a small bag so hard to ignore).

View attachment 5844240
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That is not defective at all. Even if the flap was done by an amateur, it physically cannot cause this exact type of bending. And as @880 said, the flap is just soft, not Épi hard. I believe that you would have noticed this in the store as well if it was like this then.
I would bet that the 40 days of sitting in that box did the deformation. Which is not irreversible. Just hang it for a few days lightly packed and it's gonna be OK.
 
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#11
Thanks for your feedback.

It doesn’t seem likely they will be offering much help. They are saying I got it from NM so I might be stuck with a wonky bag. Seems like an expensive lessened learned!
 
#12
Good news… they actually honored the exchange after the repair service associate deemed the handle crooked so even if they bent the rigid side, they said it will still hang wrong. The SA was so nice and convinced me to pre order a Pico twist (I think that’s the name) that’s going to come out next month!
Thanks to all who responded to my thread :smile:
 
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#13
I have a feeling that you are a way more valuable customer for them than to get you upset with a situation like this. I feel that they'll just sell it to someone else.
But I am so glad that it got resolved so quickly. Please show us that new Twist when it arrives :)
 
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#14
BULL said:
I have a feeling that you are a way more valuable customer for them than to get you upset with a situation like this. I feel that they'll just sell it to someone else.
But I am so glad that it got resolved so quickly. Please show us that new Twist when it arrives :smile:
Click to expand...

Oh gosh, I do hope not! The SA did a comparison of a similar one they had in stock and told me that it had the same issue so he didn't push for me to get an even exchange. I saw another one on display that was hung up and it was also bent. I think the bag itself is flawed, unfortunately. I bought it in a rush and didn't think too much of it. I didn't have an immediate need for the bag and just basically let it sit in the box (bad habit, I know). The nice thing about it is that the SA didn't try to invalidate my concerns and agreed that it simply wasn't structurally symmetrical. I think one other thing that helped me was that it was clearly unused and still had protectors on. So, phew - what a relief!

I got really lucky judging by some of the experiences some of you have had here. It's really eye-opening that it's luck based regarding their store policies. It did seem like it wasn't going to work out at first, and TBH I'm also pretty stumped (but obviously delighted) why they eventually relented - I am an occasional shopper there at best.

Thanks for your kind words, I'll definitely post pics of the new Twist when it arrives :)
 
#15
Me too I’d be surprised if they didn’t too.
my neverful was exchanged after 3 month, when after a few uses I’d noticed the stitches on the Mandes did not match.
I took it in to store after contacting customer services and its the store manager discretion to repair or replace.
 
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