I’m sharing a frustrating experience with one of the world’s most recognisable luxury brands on Collins Street, Melbourne. As an admirer of this brand, I never expected to encounter such a letdown. This cautionary tale is a must-read if you’re considering splurging on a non-leather design from such a brand.
The initial purchase:
We excitedly purchased a limited edition backpack. Recently, I noticed a tear in the backpack’s canvas material, affecting its appearance. Seeking assistance, we visited the Collins Street boutique, only to be told that this issue was a “common” issue with their canvas material, offering no solution to fix the problem. This omission of crucial information upon purchase was so frustrating.
I sent a follow-up complaint letter and after two weeks, the Quality Report team concluded that the tear was due to “normal wear and tear,” an assessment I strongly disagreed with. I provided evidence of its limited usage, revealing that the backpack’s durability needed to be more satisfactory.
Uncovering the truth:
What struck me most was the acknowledgment that this issue is known, yet it was conveniently concealed at the time of purchase. How can a luxury brand justify a backpack, priced at over $3,000AUD, succumbing to tearing after just 200 uses?
The request for resolution:
I reached out again, attaching a calculated snapshot of the dates and times the backpack was in use. We purchased it as a work bag, but since we both work from home, it revealed the true extent of its wear and tear. We also expressed concerns about another backpack we purchased potentially facing similar issues.
The brand’s failure to address a known issue, their dismissal of customer concerns, and the disappointment of a luxury product falling short of expectations has left me pissed off.
I want to caution others to consider investing in a non-leather design from a brand like this. As consumers, we must be informed and hold brands accountable for the quality they promise.
It’s not just about the brand name but the experience and satisfaction that should come with it. Let’s invest our hard-earned money wisely in brands prioritising quality and customer satisfaction.
I’d love to hear about your experience with something you bought, thinking it would last longer than 200 uses and how the brand reacted when you asked them for help.
