What service would you expect from designer brand

[mashawithbear]

If you bought a designer bag costing £1k, You used it once and since been inside the dust bag and it's box. The next time you take it out, you see the metal hardware logo, discoloured, cloudy looking, oxidised. What would you expect from the designer brand, in terms of resolving it?
Would you expect them to tell you to pay to have the hardware replaced? When you have all your receipt, proof of purchase etc. Very obvious from looking at the bag that it's in perfect condition.

How long have you had the bag?

No, probably not.

I think it would depend on how long I had the bag for. Under 1 year then I would definitely expect a replacement bag.

However whenever I have bought something designer the tag attached usually has a blurb about how to look after the item and colour.

Sorry not very useful.

How long as it been in the box for? It could be oxidised because you are expected to do some maintenance on it.

Yes I would even after a relatively long time. Fitness for purpose is v roughly calculated by length of time and cost. So for a grand it should be quite a few years.

Did you buy it from the designer company itself or from a website or third party seller?

Loads of fake handbags around.

If you're 100% sure it's genuine contact them via FB or twitter.

You lost me when you said the bag costs a grand. If I'd spent this much on a bag and it only lasted one outing I would want the CEO to knock on my door with a new one and apologise to me.

How long have you had it?

I bought a mulberry at a sample sale. I have other bags from them that I bought full price but I love a bargain - hence the trip to the sample sale. The bag came with a warranty card etc.

Just before the 1 year mark the clasp failed.

When I tried to return it for repair the staff refused to honour the warranty as I"d bought it at the sample sale.

I had to argue my case ++ that by providing me with a warranty card the bag should have a warranty and asked them to prove that I had been told it didn't as I genuinely didn''t recall seeing any signage to that effect at the sample sale. Friends who are sample sale regulars also said they didn't know the bags didn't have warranty.

To add insult to injury the receipt was on standard mulberry till paper with info about the warranty printed on the reverse.

The end result is that my bag is forever tainted and I've not bought another bag from them again...

@neverknowinglyunreasonable I know right!! I expect the ceo at my door but that will never happen
The bag was only bought 1 year ago, I still have all the tags paper work etc, it's Gucci and it was bought from their actual website. I was honestly extremely surprised when they responded with the price I would have to pay, and said the price can be more upon closer inspection of the hardware, the price they've given now is the minimum I would pay. There's no way am paying as I don't think it's right they charge me when it's their bag that has the fault. I've had better "client" service from cheaper brands.

I should add, it's the gucci hardware logo that has oxidised, the hardware on the strap chain is in pristine condition, so they've obviously used different metals or something

@MauveMavis yes mulberry have awful reputation in regards to their bags. Read trust pilot reviews, a lot of people have had clasp that has fallen off and mulberry refused to do anything about it.

I had the colour come out of a black Burberry mac (roughly £1k) when I used a damp cloth to remove a bit of mud, when I contacted Burberry they couldn't have cared less and offered zero solution despite me really badgering them. I was shocked to be honest, I expected much better customer service and will absolutely never buy from them again, because of the customer service but also their coats are clearly a bit crap!