Any suggestions about how to be able to use this broken bag?

[grumpypants]

Bought a bag just over a year ago, and three teeth in the zip have broken. (I love the bag) That happened ages ago, and I started asking drycleaners etc if it could be repaired. Tried (I think) three places and all said no. The zip is totally embedded into the bag, so too tricky for me to do (poss impossible).
The online service said there was a two year guarantee on their bags, and the store said they would speak to head office. But, just rang and a different (Saturday?) girl (bit giggly) said she thought it would be wear and tear, and that she couldn't give me Head Office number.

Not sure what to do. I love the bag, I really want to get it repaired or exchanged; any good bag places or thoughts on taking it up with Head Office? I feel a bag should last more than 13 months?

Was £88 when bought.

Anyone?

Wear and tear or not, they should be able to repair it for you, even if you have to pay. Certainly, you should ask them, at least.

What make is the bag?

Phone again, speak to somebody else who can be 'sure' of the policy.
Ask where you can send it to be assesed, they might quote you a repair charge or fix it FOC. Some companies used to exchange for same but charge flat rate repair fee IYSWIM.

Thanks, good ideas. It's Guess - apparently the factory is too far away to do repairs, but I am a bit gutted that I can't seem to get it done at all. Head Office maybe? (Got the number from another branch)

Well, I'd give the HO a call first, but if not, there is somewhere that may help. KG Shoes are an amazing shoe repairer, but they also do bags, and leather jackets etc. Will do mail order too, if you are not in London-which I'm not, and still use them for our £££ shoes.

www.cobbler.co.uk
02073872234

I would go back and ask to speak to the manager (or phone), if they don't help ask for their full name, and the address of the store plus a customer service number/address.

Your statutory rights may be the thing to argue, you have the right to buy a durable product that is of a quality that should last longer than the warranty. I am not completely sure of the correct terms but you shouldn't be fobbed off! They should at least offer you a repair.

I could understand a zip on a £20 handbag not lasting very long ( though I have lots of cheap handbags that are still going strong after years)...

Yes try again, IMO it's always worth trying to speak to someone else as alot of staff are not sure about policy and make it up!

Thanks to Plum - I now have two options about bag repairers (I have a zip problem too). Someone else recommended a dry cleaners in Chapel market where they had had their zip fixed.

Well, spoke to the girl today and Head Office have said they can't won't do anything. Had I returned it earlier they would have replaced it. (I bought it Nov 2009)- quite cross, as I thought it should last longer, and again she said she couldn't give out Head office details. Only an email address...
But, at least can get it fixed maybe, but will not be buying Guess again.