Hello! I am wondering if anyone has any experience with The Row customer service team. I have a row purse that sadly its clasp has fallen off - I can’t seem to figure out how to get it to stay on now :’( and it’s very disappointing. Do you know if they will warranty or repair it? I don’t live in the states and we don’t have any stand alone stores in our country.
The Row Customer service- purse aftercare?
- Thread starter Kailua
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I emailed the Row in London about my new bag purchase and they were unhelpful. I then emailed Head Office and they didn’t reply.
Best of luck
Best of luck
Wow. Thank you :’(I emailed the Row in London about my new bag purchase and they were unhelpful. I then emailed Head Office and they didn’t reply.
Best of luck
They did send me an email asking for more information so let’s see 
I am curious now given the poor service others have received.
I am curious now given the poor service others have received.That's promising! I hope they can help you!They did send me an email asking for more information so let’s see
General customer service:
They are pretty cutthroat about buying directly through them rather than from an authorized dealer. I was pretty upset when my 5000$ blazer didn't come with a the row garment bag or hanger and they told me via email and phone that they couldn't help since I purchased it from an authorized retailer rather than directly from them.
Made the switch from them to Isaia after that and couldn't be happier.
Re bags:
I'm not surprised at all that they aren't helping with repairs as they are foremost a fashion brand.
They are pretty cutthroat about buying directly through them rather than from an authorized dealer. I was pretty upset when my 5000$ blazer didn't come with a the row garment bag or hanger and they told me via email and phone that they couldn't help since I purchased it from an authorized retailer rather than directly from them.
Made the switch from them to Isaia after that and couldn't be happier.
Re bags:
I'm not surprised at all that they aren't helping with repairs as they are foremost a fashion brand.
Wow thank you so much for this insight. Yes this has been my experience as well. I did ask them a second time but alas it doesn’t sound too promising.
Wow! That’s insane :’( they should at least give you a garment bag that’s like the least they could do.
Indeed and what's funny is that I bought two blazers from the same authorized retailer (Ssense) and had very different outcomes.
Neither came with the proper garment bag but Isaia in Toronto shipped me a garment bag and a hanger overnight so where there's a will there's a way.
I agree. Especially given the amount you are investing in their products there should be more customer care for their buyers.