Sent my Chanel to Rago Brothers for repair. They might have lost it???

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heidipipkin

heidipipkin

Member
O.G.
Jul 15, 2012
93
3
#1
Short version: They keep leading me on, giving me false information. Long story short, I don't know what happened to my bag and I am moving away in less than 2 weeks.




The long details

I sent my Chanel flap bag to the Rago Brothers shop for a spa treatment if you will , got a call back for a quote and a time frame. Was told it should take a few weeks.
  • 3 weeks later, I called to check on the progress and was told they had to send the hard ware away to be re-plated and haven't gotten them back yet. They should get them back in a week and I should get my bag back a week after at the latest.
  • 1 week later, " At my estimate, you should get your bag back next week". I told them I would be moving in a month so I just want to be sure I will get it back before or at least by then. "oh, for sure".
  • 3 weeks later, the convo went like this
Me: Hello, I am calling to check on my bag.
(name and item verified)
She: According to my record, your bag was already sent back to you.
Me: But I haven't received it. Can you tell me where it was sent to?
She: (somewhere I can't remember for sure but I think it was in Virginia).
Me: But I live in (a different state).
She: Please hold

(some other lady got on the phone): Your bag is done and will be sent out today.
  • 2 days later,
Me: Hello, I was told my bag should have been sent 2 days ago, I just want to make sure.
She: My record shows your bag was sent back to you.
Me: Can you please give me a tracking number ? I am in the process of moving and would like to know when the bag is here because it needs to be signed for, right?
She: I don't know, did you ask for it to be signed for?
Me:Yes
She: Well, I don't have the info, so can you leave your number and I will call you right back with the tracking number.

Me: (gave my number). Thank you very much
  • I haven't heard back yet
I understand that repair takes time (2-3 months is standard).My problem is that I am moving to another state in less than 2 weeks. It's not like I can hang here to wait for it to arrive. I just wish they would just be honest with me instead of leading me on. With that, at least I can have them hold it until I am moved in to my new place, or something. But this? I don't know what to do.
Did they send it to the wrong address or even sent it out at all? Do they still have it,or don't? Who knows


:tdown::pout::rant::crybaby:What Can I do?
 
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#3
I have sent two bags to Rago Brothers before and even though they didn't lose my bags, I felt like every time I called it was the blind leading the blind over there. Keep calling. I hope your bag returns to you soon! It's very frustrating!
 
#4
Cocolicious said:
Wow! I would be frustrated too! I would call back and speak to the person in charge maybe they can update your info with your new address so when it is done...it is sent to new address.
Click to expand...

+1

i would give them the updated address as well, that seems like the best solution.

crossing fingers this doesn't happen to me. my bag is with them right now and they estimated 2 weeks.
 
#6
Thanks everybody for responding to my frustration.
They never called me back so I just called again.
They told me the bag was NOT send out yet, and will be sent now,lol. This time I didn't just back off and said thanks. I demanded a tracking number :pout:, so they put me on hold, printed a tracking number right there and then. It should be here next week, they said. Tracking has been created according to FedEx.


I am sure they are frustrated with me too since I have been calling and bugging them so much. I am not usually so sassy but I have got to panic because I am moving in 2 weeks.
 
#7
I am sure you will be fine. I wouldn't worry about it. Like Vienna said,it seems like their thing to lead customers on about the time frame
(much much sooner than they can actually deliver), but they don't actually lose stuff.
I can only hope their repair service is as good as the reviews I have read about them.




ccbaggirl89 said:
+1

i would give them the updated address as well, that seems like the best solution.

crossing fingers this doesn't happen to me. my bag is with them right now and they estimated 2 weeks.
Click to expand...
 
#8
UPDATE /Review on Rago Brothers repair service
So I finally got my bag back and I feel like crying. The gold plating on one of the hardware is noticeably bumpy. Same place where they took the hardware out for re-plating has rip and holes all around it.
For the re-dying, I knew it would take away the shine and the softness but I didn't know you could see traces of the paint brush.
I am beyond disappointed with their repair service. My bag is vintage but it was in a better shape before being sent in for repair. Now it's dull with no shine to the leather, the gold is bumpy and the bag now has holes in it :'(:'(:'(
 
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#9
Here are some pictures
 

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#11
OMG girl this is bad bad bad! If they don't give you money to replace your bag, you should threaten a lawsuit or something. Thank God you are so intelligent to have before photos. That is unacceptable that they would send this back to you with cuts on the leather that are visible!!!!! Then the gold toned grommet is all marked up from their tools. I would be highly pissed and you should be as well. Don't settle with this!!
 
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#13
Just went back to look at your pics and see the turnlock all jacked up too. WTH!!! I'm mad not too~! This is very unprofessional of this company. I am in shock!!!!!!!!!!!
 
#14
That is TERRIBLE. Totally unacceptable. I used them to repair my Balenciaga not too long ago (they replaced my piping) and they did a pretty good job. They left a couple sharpie marks and loose threads but nothing as serious as those holes. I don't know how they can fix that. They owe you a new bag if they can't make it right.
 
#15
Thank you for listening and seeing my points. It's the weekends and they are closed, so I'll have to wait until Monday to call them. I am not optimistic about the future outcome given my previous experience with their customer service.
The hardware can be fixed but I doubt anything could be done to the tear they left on the leather.
I was afraid something like this could happen, that's why I did some research before sending my bag in. They seem to have such glowing reviews.
Since its a vintage bag,I am not sure what can be done from their end to fix my issues. I don't even know what to do or what to ask for when I do speak to them on Monday. I mean how does one even estimate the price for this bag even if they do offer me a refund to get a different bag? Though I highly doubt they would give me such offer. I am just so sad right now. It adds more stress to my already stressed out weekend ( I am moving) :'(
 
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