Stella McCartney Falabella Tote

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#631
Hello All,

I have a question. I have been trying to get in touch with Stella Mccartney for a couple of days now and i have to say that the level of customer service is horrible. My falabella broke, the lace that keeps the bag toegther snapped and so it's slowly falling appart if i would continue to use it.
I contacted the store i bought the bag from, but they claim they need a receipt in order to help me. I bought the bag about 4 years ago, and never thought i would need to keep a receipt for this long in order to be helped. So, that fault lies with the store, but since they would not help me i decided to contact Stella mccartney directly, thinking that since it's their bag they would be able to herlp or at least redirect me. Sadly, i was wrong. I contacted customer service by the form used on the website, it's the only way to get in touch. I explained my story and asked that they may be able to redirect me to the right department if they where unable to help me. they asked for details i already provided twice, only to tell me afterward that i would need to go to a stella boutique (which we dont have in the Netherlands) no redirections, no help, no nothing. My bag is still broken, and i have nowhere to go to get it properly fixed. And im stuck in this horrible circle where everyone points to another (customer service only awnsers questions about the online store, they point to the store where the bag was purchased, the store claims it needs a receipt to and point to Stella mccartney, they refer back to a Stella mccartney boutique which we dont have and claim they have no contact for repairs....)

I absolutely love my falabella bag and the brand stella mccartney, but this has been such a surreal and rude expierence. i want to support cruelty free designer bags and clothes and was happy to spend more money on a non leather bag, but if i had known this in advanced i would have thought twice.

Does anyone else have expierences with repairs or customer service? how can i get my bag repaired? i don't want to take it to some random tailor, but Stella mcCartney isnt helping either. all advice welcome i feel like i'm running out of options!
 

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#632
evamaria said:
Hello All,

I have a question. I have been trying to get in touch with Stella Mccartney for a couple of days now and i have to say that the level of customer service is horrible. My falabella broke, the lace that keeps the bag toegther snapped and so it's slowly falling appart if i would continue to use it.
I contacted the store i bought the bag from, but they claim they need a receipt in order to help me. I bought the bag about 4 years ago, and never thought i would need to keep a receipt for this long in order to be helped. So, that fault lies with the store, but since they would not help me i decided to contact Stella mccartney directly, thinking that since it's their bag they would be able to herlp or at least redirect me. Sadly, i was wrong. I contacted customer service by the form used on the website, it's the only way to get in touch. I explained my story and asked that they may be able to redirect me to the right department if they where unable to help me. they asked for details i already provided twice, only to tell me afterward that i would need to go to a stella boutique (which we dont have in the Netherlands) no redirections, no help, no nothing. My bag is still broken, and i have nowhere to go to get it properly fixed. And im stuck in this horrible circle where everyone points to another (customer service only awnsers questions about the online store, they point to the store where the bag was purchased, the store claims it needs a receipt to and point to Stella mccartney, they refer back to a Stella mccartney boutique which we dont have and claim they have no contact for repairs....)

I absolutely love my falabella bag and the brand stella mccartney, but this has been such a surreal and rude expierence. i want to support cruelty free designer bags and clothes and was happy to spend more money on a non leather bag, but if i had known this in advanced i would have thought twice.

Does anyone else have expierences with repairs or customer service? how can i get my bag repaired? i don't want to take it to some random tailor, but Stella mcCartney isnt helping either. all advice welcome i feel like i'm running out of options!
Click to expand...
Oh no I feel terrible for you :(

Have you tried contacting a physical store in Europe? The head quarter might not be able to help you, but if you get in contact with an SA from a boutique he/she might be willing to. I would ring several stores if I were you. I did this with a broken Chloé bag (I bought it vintage) and the London Chloé boutique helped me out, only I had to pay for shipment and a small amount for repair.
 
#635
evamaria said:
Hello All,

I have a question. I have been trying to get in touch with Stella Mccartney for a couple of days now and i have to say that the level of customer service is horrible. My falabella broke, the lace that keeps the bag toegther snapped and so it's slowly falling appart if i would continue to use it.
I contacted the store i bought the bag from, but they claim they need a receipt in order to help me. I bought the bag about 4 years ago, and never thought i would need to keep a receipt for this long in order to be helped. So, that fault lies with the store, but since they would not help me i decided to contact Stella mccartney directly, thinking that since it's their bag they would be able to herlp or at least redirect me. Sadly, i was wrong. I contacted customer service by the form used on the website, it's the only way to get in touch. I explained my story and asked that they may be able to redirect me to the right department if they where unable to help me. they asked for details i already provided twice, only to tell me afterward that i would need to go to a stella boutique (which we dont have in the Netherlands) no redirections, no help, no nothing. My bag is still broken, and i have nowhere to go to get it properly fixed. And im stuck in this horrible circle where everyone points to another (customer service only awnsers questions about the online store, they point to the store where the bag was purchased, the store claims it needs a receipt to and point to Stella mccartney, they refer back to a Stella mccartney boutique which we dont have and claim they have no contact for repairs....)

I absolutely love my falabella bag and the brand stella mccartney, but this has been such a surreal and rude expierence. i want to support cruelty free designer bags and clothes and was happy to spend more money on a non leather bag, but if i had known this in advanced i would have thought twice.

Does anyone else have expierences with repairs or customer service? how can i get my bag repaired? i don't want to take it to some random tailor, but Stella mcCartney isnt helping either. all advice welcome i feel like i'm running out of options!
Click to expand...
I would have to say that 4 years is quite the long time to expect the vendor to do a repair for you. I would seek out a good cobbler to fix your bag and move on.

In looking at the Stella McCartney site as far as their exchanges and returns go they seem to have a very short window in order to exchange or return your item. While I know you just want to have it repaired, I don't see anywhere on their site that states that they do this type of work.

After 4 years it's probably considered normal wear and tear.
 
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#636
alansgail said:
I would have to say that 4 years is quite the long time to expect the vendor to do a repair for you. I would seek out a good cobbler to fix your bag and move on.

In looking at the Stella McCartney site as far as their exchanges and returns go they seem to have a very short window in order to exchange or return your item. While I know you just want to have it repaired, I don't see anywhere on their site that states that they do this type of work.

After 4 years it's probably considered normal wear and tear.
Click to expand...
It might be considered wear and tear after some years, but premium designers (with premium prices!) should be able to repair their products for a small fee any day IMO. Mulberry does that (had a 10 year old purse fixed a couple of years ago) and several other designer brands do this. The only one I know of that does not honer this is Proenza Schouler and it has really put me off the brand. Lets see how Stella McCartney acts :smile1:
 
#637
COPENHAGEN said:
It might be considered wear and tear after some years, but premium designers (with premium prices!) should be able to repair their products for a small fee any day IMO. Mulberry does that (had a 10 year old purse fixed a couple of years ago) and several other designer brands do this. The only one I know of that does not honer this is Proenza Schouler and it has really put me off the brand. Lets see how Stella McCartney acts :smile1:
Click to expand...
I don't disagree that premium designers "should" offer this service but am merely pointing out that nowhere on the SM site do I see them stating that they in fact DO have this service.
Because of that, if I were the OP I wouldn't hold my breath or expect them to do so.

Of course it would be a pleasant surprise if they did!:yahoo:
 
#638
I recently purchased my forst falabella fold over online! When it first arrived, I was really disappointed in the size. I imagined it twice the size but I got used to it now and love it nevertheless! But I still have a major problem with the shoulder strap. It's such an awkward length to me :/ i want my bags to hang at hip-level but my falabella sits next to my waist which doesnt feel as comfy as my otjer bags.
So i was wondering: Does Stella McCartney have shoulder straps to purchase seperately?
Thank you for any help or tips :))
 
#639
So finally found a falabella I love! It's the quilted pink with gunmetal hardware and silver stitching.
I really love it. It's just so different to what I've been buying and a decent price (AUD$810/US$590).

Anyway I am still deciding if I should keep it due to already buying many bags this year and not really needing any more. But does it need spraying with water proofer? Does anyone else do this?
Being light coloured I felt I should but I'm not sure how that goes on the material.

Thanks!!
 
#640
Jaime said:
So finally found a falabella I love! It's the quilted pink with gunmetal hardware and silver stitching.

I really love it. It's just so different to what I've been buying and a decent price (AUD$810/US$590).



Anyway I am still deciding if I should keep it due to already buying many bags this year and not really needing any more. But does it need spraying with water proofer? Does anyone else do this?

Being light coloured I felt I should but I'm not sure how that goes on the material.



Thanks!!
Click to expand...


I have several Falabellas and have never used any protector on them, but mine aren't quilted. I definitely don't worry about water because I clean mine with mild soap and water. They are awesome bags!
 
#641
Yeh I've seen people say cleaning them was easy I just thought perhaps a waterproof spray would help keep marks and stains off as well as repel water if raining.
Wasn't sure if anyone had tried it.
 
#642
Just wanted to add the quilted is fantastic! I've had the other kind and found they slouched out of shape and moulded around everything I put in it.
The quilted is much thicker and therefore holds its shape better and doesn't cling around the items in the bag as the last one I had and returned did. It also isn't as big as the last one so it's not like a bottomless pit.
I am quite happy with it, but in saying that lately I hold on to bags for a week or so before committing to it just in case I suddenly have a change of heart so I haven't been able to take it out yet.
 
#643
does someone have a comparison photo of the falabella anthracite and the light grey? they look almost the same online.

and what do you like more : the tote or the 3 chain? which one is more practical?
 
#644
I have tried both but like the 3 chain. But that's going to be a personal preference. I generally find the normal totes a bit of a bottomless pit. I'd like the 3 chain to have the shorter straps a little longer. I also like how it folds which seems a little more secure to me.
 
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