Problem at the Spa-It’s not the same color

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#106
2zira said:
Just a hypothetical question that might be fun to think about. If you had a choice to replace a “bag gone wrong “ what color would you chose? Any color is up for choosing . Me- i would chose the same color as this makes the decision much easier. ;)
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Same sentiments. There is a reason why you pick the original colour in the first place. It was their mistake and they should give you back the same colour.

I’m glad that they are replacing it for you although it is surprising that you need a lawyer to get it sorted. :(
 
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#107
Unfortunately it seems that H is getting worse by the day...
Oh, how I cherish the old days, the quality and overall costumer experience was so delightful... nowadays every trip to the store turns out painful rather than joyful..
I came across a post on IG from a lady based in Germany, a loyal costumer for decades, who was complaining also about her latest experience with the SPA service. She had dropped for repair her recently purchased SO B in chèvre. The bag arrived with indentations on the sides, but regardless the faultiness of the bag, she still bought it and took it home. Long story short, the came back after months and they had done nothing. Paris even had the audacity to say that they didn't see any problems with the bag and that the quality of this said B was reflecting the vigorous quality standards of H... she rejected the bag and it has been sent back to Paris for a second evaluation..
You're not alone, H better step up their game or sooner or later it will start its downfall too.
 
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#108
There is a question that keeps nibbling in my brain. Why can’t Hemes give you a new OP bag. If there was a technical error, cough, cough, then make a new bag and let the machine dye it, or dye a hide and then make the new one for you. I wholeheartedly agree the spa charge needs to be refunded as well. It is no loss for them as they can write it off as an expense.
 
#109
I have the same questions as you all. Unfortunately I don't have the answers. I’m ready to resolve this and move on. OP is not an option. So now I am waiting to hear if they’ll refund the Spa fee i paid. If they were giving me a new orange poppy bag then i would understand ( sorta) paying the fee. But i’m getting a different color and it’s almost a year since I dropped off the bag. So i think refunding the 275 Euros is reasonable for all the frustration ( pain and suffering).
 
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#112
Thank you all for your support. The situation is resolved. I decided on black and they will refund the fee. I’m satisfied and relieved this is done. It’s sad it took a lawyer to write a letter to get anyone to reply to me. It wasn’t worth pressing for more or for an OP bag. I tried for OP but it’s not available now and i don’t want to prolong this any longer. Black is good (classic and versatile) and I could use more neutrals in my collection. :-).
 
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#113
2zira said:
Thank you all for your support. The situation is resolved. I decided on black and they will refund the fee. I’m satisfied and relieved this is done. It’s sad it took a lawyer to write a letter to get anyone to reply to me. It wasn’t worth pressing for more or for an OP bag. I tried for OP but it’s not available now and i don’t want to prolong this any longer. Black is good (classic and versatile) and I could use more neutrals in my collection. :smile:.
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That's great to hear! Glad you got it all sorted out and came to a happy solution.
Hopefully this doesn't put a "stain" on your record with them. (companies love to make mistakes, then blame you for being 'difficult' when you simply seek justice)
 
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#116
A bottle of Red said:
I was wondering about that
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It’s sad that we wonder about this sort of thing. believe me, i did too. i think that the employees in the stores are used to customers begging them to take their $10k for a bag that they forget about simple customer service. I am a huge fan of the products and probably know more than most of the SAs at the store (most are young and new to the company). It is what it is. Maybe the letter helped them realize they failed in this situation and to do better next time? I do want a kelly and if I ruined my chances at this store- then that’s sad if that is the mentality. I just saved $$$ by not getting one. ;-).
 
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#119
TravelinPak said:
It’s sad it took a lawyer to write a letter
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Nowadays, it's mostly "the letter" which brings things on the move at all.
When it comes to problems and claims, so many companies or even the handyman next door seem to prioritize by who is earlier in touch with an attorney, will be "served" first.
"Here is a complaint, again, from xy" "Is it from their attorney?" "No, they're just whining" "Cool, so we can ignore it for the moment. They might give up, if we play dumb and dead"
 
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