A Tale of Two Purses
June 15th, 2008I bought a Loeffler Randall simple, black, satchel style purse a few months ago. Big sale, marked down to $340 from original $800 plus tag. There is something wrong with the purse, it is hard to open and the straps never stay in place. I didn’t notice this when I bought the purse. (I know you want the style name so you don’t buy it, but don’t know what it is). Understandably the chi-chi boutique has an all sales final return policy. No problem, I understand this policy, but within a few wears the purse clasp breaks. I return to the boutique to see if they will fix the handbag, they say “Sorry, our policy is final and you got a good deal.” I explain that there is something wrong with the structure of the purse. The clasp is always sticking and I would like for them to repair it or give me store credit. Unless told, we the customer assume the merchandise is 100%, even on sale. After an uncomfortable conversation they agree to return the purse to Loeffler Randall and of course the manufacturer agrees to repair the purse. Weeks have gone by and still no purse. At this point SM will not reveal the boutique name hoping that they repair the purse and all goes well, if not, we will let you know. Now contrast this to the tale of my yellow purse.
Several years ago I bought a yellow purse (before yellow was hot) and loved it, wore it with almost everything. It wore out. Now that yellow is everywhere, I’ve been on the hunt for the perfect shade of year-around yellow in leather (not patent). I FINALLY found a Francesco Biasia, the right size, the right color, the right price at Nordstrom in Cherry Creek Mall. Second day of carrying my bag I scratch it with a pen. I’m so pist at myself but take it to SM’s favorite cobbler, Midwest Cobblers on Hampden, and Dimitri tells me the ink stain is permanent. I return to Nordstrom to find out if they recommend anyone that can remove the ink at my cost; I’m not returning a purse I stained. If it can’t be fixed, I’ll wear it with the stain and move on. But guess what: THEY OFFER TO TAKE THE PURSE BACK! I don’t even know why, I stained it. I take the money they returned and bought a red purse at Nordstrom Park Meadows.
What does customer service mean? Be kind to your customers, they will spend money with you.
