My fiancé gave me a Gucci Signature Leather Zip-Around Wallet. He purchased it at our nearby Saks store on December 23, 2016. I was thrilled!
Alas, upon closer inspection of the wallet, I realized that the inside leather zipper pull was bent (quite a bit, in fact). A brand new high-end item should be flawless at purchase. I refuse to accept anything less than.
Despite our busy schedules during the holiday season, we carved out some time to swing by Saks to do an exchange. When I explained to the Gucci sales associate the condition of the wallet, she laughed and told me, "Oh, you'll be alright." I told her that I was unhappy with it, and I would like an exchange. Again, she dismissed my complaint then added that the store was sold out of this wallet.
I was taken aback by her reaction. Our initial interaction with her, about a week prior to my fiancé purchasing the wallet, was not as dismissive. We thought she was friendly enough, that's why my fiancé decided to go back to Saks a few days later to buy the wallet to surprise me on Christmas Day. I do not fault Saks or this sales associate for the wallet being sold out at that location. It's a lovely wallet. But she never offered to find us a replacement. The wallet is available at Saks online. I do not wish to get anyone in trouble, but I do expect stellar customer service from Saks...whether in a brick-and-mortar location, over the phone, or online. Maybe she was having an off day, but still. Why should I have to put up with a defective product?
Hoping for a better reception and a resolution, I called the Customer Service line this afternoon. The CS representative who handled my call informed me that the online "store" cannot deal with any in-store purchase complaints. Frustrating! It's the same company! He told me that I could return the wallet to the same Saks and receive a refund, and then we could order the same wallet online.
First of all, this was a gift. I am not going to purchase the replacement item. That's tacky. And I will not ask my fiancé to do the return in store and repurchase online. That's even tackier. Secondly, it's a simple exchange (same model and same color...it's the exact same wallet). I just want a brand new flawless wallet as an exchange.
Since this is the only nearby Saks to us (with the next closest one hours away) and the only Gucci boutique (standalone or within a department store) in the area, I don't want to be blackballed. I do wish to buy additional Gucci items, and I don't want this SA to have a grudge on me. I don't know how many other Gucci SAs there are at this Saks location. It's relatively small (Gucci boutique).
Given our busy work schedules, we do not have the time to travel to another Saks location to do an exchange. We barely had the time to go this past weekend to our Saks to attempt an exchange. And calling Saks customer service this afternoon wasn't a quick conversation. All this has taken up too much of my time as it is.
I need guidance, please. I plan on emailing Saks tomorrow. I want to make sure I word my complaint and request clearly and effectively...in a way that will yield a satisfactory resolution.
Thank you!
Alas, upon closer inspection of the wallet, I realized that the inside leather zipper pull was bent (quite a bit, in fact). A brand new high-end item should be flawless at purchase. I refuse to accept anything less than.
Despite our busy schedules during the holiday season, we carved out some time to swing by Saks to do an exchange. When I explained to the Gucci sales associate the condition of the wallet, she laughed and told me, "Oh, you'll be alright." I told her that I was unhappy with it, and I would like an exchange. Again, she dismissed my complaint then added that the store was sold out of this wallet.
I was taken aback by her reaction. Our initial interaction with her, about a week prior to my fiancé purchasing the wallet, was not as dismissive. We thought she was friendly enough, that's why my fiancé decided to go back to Saks a few days later to buy the wallet to surprise me on Christmas Day. I do not fault Saks or this sales associate for the wallet being sold out at that location. It's a lovely wallet. But she never offered to find us a replacement. The wallet is available at Saks online. I do not wish to get anyone in trouble, but I do expect stellar customer service from Saks...whether in a brick-and-mortar location, over the phone, or online. Maybe she was having an off day, but still. Why should I have to put up with a defective product?
Hoping for a better reception and a resolution, I called the Customer Service line this afternoon. The CS representative who handled my call informed me that the online "store" cannot deal with any in-store purchase complaints. Frustrating! It's the same company! He told me that I could return the wallet to the same Saks and receive a refund, and then we could order the same wallet online.
First of all, this was a gift. I am not going to purchase the replacement item. That's tacky. And I will not ask my fiancé to do the return in store and repurchase online. That's even tackier. Secondly, it's a simple exchange (same model and same color...it's the exact same wallet). I just want a brand new flawless wallet as an exchange.
Since this is the only nearby Saks to us (with the next closest one hours away) and the only Gucci boutique (standalone or within a department store) in the area, I don't want to be blackballed. I do wish to buy additional Gucci items, and I don't want this SA to have a grudge on me. I don't know how many other Gucci SAs there are at this Saks location. It's relatively small (Gucci boutique).
Given our busy work schedules, we do not have the time to travel to another Saks location to do an exchange. We barely had the time to go this past weekend to our Saks to attempt an exchange. And calling Saks customer service this afternoon wasn't a quick conversation. All this has taken up too much of my time as it is.
I need guidance, please. I plan on emailing Saks tomorrow. I want to make sure I word my complaint and request clearly and effectively...in a way that will yield a satisfactory resolution.
Thank you!
