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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think that my Zatchel should have arrived by now

27 replies

Lifesalemon · 28/08/2014 21:30

It's the first time I have ever ordered anything from there but after seeing a thread about a sale they had on I had a look and ordered a metalic purple satchel as a present for my daughter.
There has been a thread since with some posters saying theirs had taken a while, mine was ordered on 26th of July.
I know they are supposedly handmade to order and that when theres a sale they are obviously going to be busy but AIBU to think that I should have received the bag or at least some communication from them by now explaining a delay.

OP posts:
cheepsskram · 28/08/2014 21:52

Mine was ordered on the 1st July and then the 21st July. I've received the bag ordered 2nd but not the first. I'm thoroughly pissed off at the lack of response from customer services. I've posted on their facebook page (as have many others.

We are not alone! I'll not be ordering from them again!

BOFster · 28/08/2014 21:54

They do say that delivery is approx 30 days.

Original poster
Lifesalemon · 28/08/2014 22:17

Thanks cheep at least I know I'm not alone and like you I definitely won't be ordering again.

BOF thanks for your response, it also says that if your bag is going to take 30 days they will let you know. It's the lack of communication that is frustrating especially as now, because I've no idea how much longer its going to be I am going to have to buy another bag for my daughter to use for college until it comes. Angry

OP posts:
pointythings · 28/08/2014 22:26

I'm in the same boat, they should not promise 'up to 30 days but usually much quicker' if they can't deliver. However, DDs have satchels from last year that will see them through until their new ones arrive.

Neeko · 28/08/2014 22:31

I'm in the same position. Ordered one for my return to work and I've been back two weeks. Hmm I've emailed them twice and had no reply. I'm mad, not least because I paid the credit card bill with the bag on it last week and have nothing to show for it.
This bag better be bloody good!

Original poster
Lifesalemon · 28/08/2014 22:59

Thanks for your posts, I guess I have no choice but to be patient.
I've just noticed on the website that a courier will attempt to deliver the bag a maximum of twice. And then what? I'm back at work next week so unless it happens to arrive on a Saturday I've no chance!
Seriously wishing I'd never bothered.

OP posts:
Neeko · 31/08/2014 21:08

Will this be the week that we get our hands on our lovely new bags? 34 days and counting since I ordered. Hmm

irememberwhenthiswasallfields · 31/08/2014 21:22

I was waiting for about 4 weeks so I rang them I they said they'd send it out that week. I received it 4 days later. You need to pester them I think.

ColourfulSmilies · 31/08/2014 21:26

36 days and counting here too, emailed them twice and had no reply. Like others have said, I paid for the bag weeks ago and have nothing to show for it Sad

DannyShouldHaveChosenRizzo · 31/08/2014 21:31

I received the bag I ordered for my daughter after four weeks.
After using it three times the coloured part started peeling away from the leather.
Emailed them twice and as yet no reply.
Will call them tomorrow to see what can be done.
Got to say I am not impressed with them so far!!

Original poster
Lifesalemon · 31/08/2014 21:46

Thanks for your replies. Lets hope they arrive soon and are worth the wait but looking at Danny's post I'm not that confident. Hmm

danny that's awful, I hope you don't have to wait so long to get it sorted.

OP posts:
Neeko · 31/08/2014 21:59

I've already emailed them three times and only had the automated reply. I'm waiting on 4 bags. Not happy.

Theas18 · 31/08/2014 22:05

Got mine last week. Ordered at the start of the sale around 10/7.

It is lovely and worth the wait given the price was very low. I would order from them again to get such a lovely bag for £38 BUT if I were paying proper prices they need to up their game considerably!

Oh, had to return one that was a gift way too late- it'll take 2 weeks ( nn it holding breath ) to refund too! Argh!

Neeko · 04/09/2014 07:49

I finally got an email yesterday apologising for the delay and for their belated response to my three emails. Said most sale orders should be fulfilled in 2-3 weeks. Sigh. I want my lovely new bag to carry all my marking in. (And the other 3 I ordered).

Neeko · 10/09/2014 17:11

I have finally received a shipment notification. Unfortunately it's for the second order I made, not the one I'm impatiently waiting for, but at least it's something

Pennies · 13/09/2014 07:30

Omg - same bloody thing here. I ordered one on the 1st August for my daughter's birthday and it hasn't arrived. I've emailed and gone on their FB page and Twitter but got nothing back. No response on the phone. I finally got through after days of ringing an unanswered number and complained and got an email last week saying that it would be with me this week and nothing arrived.

They said that the problem with my order was because it was black leather. This must be total bollocks because I can't believe that everyone experiencing problems has ordered a black bag. This company is crap, pure and simple.

As for the 30 day thing. I assumed that was to have it personalised. If you go into the shop they do it for you there and then. More total bollocks. They just say that to keep your money for a while.

I do not recommend that you buy from this company at all. The communication / customer service is shocking and looking at the rest of this thread, so is the quality.

Neeko · 13/09/2014 07:34

The three saddle bags I ordered arrived on Thurs and they are nice (although a bit smaller than I envisaged). Still no news on my other bag though. Hmm

Pennies · 13/09/2014 09:22

I'm impressed that you have waited so long! I am totally sick of this company, they don't deserve any business. Their bags are expensive. I expected much better from them.

PurpleAnemone · 13/09/2014 09:32

Well mine's been delivered - to the wrong house... Absolutely no idea where, don't recognise the name that's signed for it and now zatchels (who, to be fair previously were very contactable and helpful) have been ignoring me, as has UK mail. So now I'm down money and bag!

Really disappointed actually as this is my 5th one and I've always had great service/delivery within the 30 days quoted and stuck up for them before on threads like this. Don't think I'll be bothering again!

UncleT · 13/09/2014 09:52

Purple you need to get on social media - they seen to respond pretty well on Facebook. If you still get nowhere, get the card company involved and get your money back with or without their cooperation.

Neeko · 13/09/2014 10:13

Oh no, Purple!

TinyDancingHoofer · 13/09/2014 15:21

I think you should have paid a bit more and gone for the original rather than an inferior copy. Their service is notoriously crap.

Neeko · 16/09/2014 18:53

My long-awaited bag came today and it is beautiful. Was worth the wait considering I got it half price. Hope if they ever have another sale they increase the time they say it'll take for delivery.

PurpleAnemone · 16/09/2014 19:26

Finally got hold of them, looks like the problem is the delivery company end, despite that they're refunding me AND sending me a new bag - really happy and please with the outcome.

Neeko · 17/09/2014 07:51

That's excellent, Purple. Really glad you got it sorted.
Have to say I've found the delivery service under par. They contacted me before both deliveries and gave me options. The first time I asked them to deliver to a neighbour and they put it in my paper bin. The second time I asked them to leave it in the shed and they put it in my gardening bin! Don't know why they bothered asking. Confused