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Original poster

Bag Dilemma and theoutnet.com customer service

36 replies

ChablisLover · 27/02/2013 11:54

So i saved up all my birthday money and purchased an Anya Hindmarch Maxi Zip Satchel from theoutnet.com.

it arrived and I opened it yesterday on my birthday

There is a small mark on the leather and I have to say I am somewhat disappointed annoyed by this.

Its right on the front of the bag on the zip flap so your eye is drawn directly to it - its the first thing I saw when i opened it up.

Anyhow, i have emailed them and they have offered my either a full refund when I return the bag or a 10% discount refunded to my card.

I asked for a 20% discount (cheeky I Know ) but it was my birthday present and it really is very noticeable but they have said no - 10% max or full refund

DH says to have a think about it and maybe get one in the next sale but the seasonal colours this year are awful and it would take a lot of saving to get a full priced one in black or brown

What would the S&B Ladies do?

Would you ask them to revert it a manager? Do they have me over a barrel with the 10%? Would you phone Bicester outlet and see what they have? I'm in northern Ireland and the outlet in Kildare have 2 (i was there on Sunday) but they are ?440 which is about £400 with the exchange rates - more than i have paid from the outnet

In a dilemma and quandry - l love the bag but i am really disappointed with the damage and feel it is somewhat tainted.

All and Any advice welcomed

OP posts:
Annianni · 27/02/2013 12:01

What sort of mark is it?
Is it something that could be fixed with a bit of coloured polish?

If it's really prominent, then i'd send it back, regardless of how much discount they'd offer, because it'd annoy me every time I used the bag.

I'd ring other AH outlets and see what they had.
And i'd probably pay more for a perfect one.

Karbea · 27/02/2013 12:04

Hello,

I'm probably a going to be a little bit controversial here but why would a 20% make the bag any better? The mark would still be there.

Do they only have one in stock? Couldn't they send another?

If I were you and the mark niggled me so much even if they gave me 50% off the mark would still niggle me.
You are buying it from the Outnet so you already have a discount.
And bear in mind when you use it you are bound to mark it, is it any worse than a mark you'd make on a day out? Will you never use it if it has the mark?

I'd weigh these things up and if I couldn't live with it, I'd send it back.

I don't think the discount is relevant here. You can either live with the mark or you can't.

Original poster
ChablisLover · 27/02/2013 12:06

its a wee dent in the leather

Like something has been set up against it and left a small mark

Its small but noticeable as the remainder of the leather is perfect

OP posts:
SarkyPants · 27/02/2013 12:07

I'd say it depends on how likely you are to keep it in pristeen condition.
I treat my belongings rather shoddily so one more mark wouldn't bother me :)
But if you take good care of stuff then get one without the mark.

JumpHerWho · 27/02/2013 12:07

I'd give up on it and post it to JumpHerWho who would love and cherish it - my dream bag Envy

PenfoldRocks · 27/02/2013 12:10

I would return it - if the leather is susceptable to marking, what will it look like after a few months of use?

AKissIsNotAContract · 27/02/2013 12:11

I'd send it back for a refund.

JumpHerWho · 27/02/2013 12:13

How much did you pay? Please let me buy it from you

MarshaBrady · 27/02/2013 12:14

Take a photo and upload?

Original poster
ChablisLover · 27/02/2013 12:18

JumpHerWho - LOL!

It was £340 but with the 10% discount it would be £306.

I really do not know what to do

Am unlikely to keep it pristine - thats so not me either SarkyPants but would have liked it to be pristine when I got it!

Will have to get a good look at it later on when I get home - too many other things happening last night - DS birthday mum being in hospital and coming down with the cold

OP posts:
Original poster
ChablisLover · 27/02/2013 12:23

ok

have managed to upload a photo

It is tiny but noticeable to me anyway

OP posts:
JumpHerWho · 27/02/2013 12:24

I can't click on your profile, think you have to make it clickable first?

AKissIsNotAContract · 27/02/2013 12:24

It is the same one that is £800 on the AH website?

JumpHerWho · 27/02/2013 12:27

Beautiful

Original poster
ChablisLover · 27/02/2013 12:29

try now

should be visible to all mumsnetters

OP posts:
rubytutu · 27/02/2013 12:36

Can see it. Likely to happen anyway but....return it!
Your enjoyment of this lovely birthday present has already been tarnished.
Pay the extra and get one of the ones from Kildare that you can inspect closely prior to purchase.
Spending that much you would expect something to be perfect.
Similarly I feel items end up on the outlet for a reason, it may already be a return.

JumpHerWho · 27/02/2013 12:36

Is it the tiny pinprick dent? Personally I'd keep it, but if it will always bother you then you should return it. It's easily worth £306. If you'd paid full price then fair enough, but at a huge discount then a further 10% it's ok IMO. But only you know - if it will always annoy you then it's not worth keeping.

cardamomginger · 27/02/2013 12:39

It'd bother the hell out of me, even though I know I'd never keep it in pristine condition. I'd spend the extra £60 and get a perfect one.

Original poster
ChablisLover · 27/02/2013 12:43

do I go bag to the outnet and ask for further discount?

OP posts:
MarshaBrady · 27/02/2013 12:45

I think they are silly not to give you a bigger discount, it's a problem with the bag. Don't know if they will budge.

AKissIsNotAContract · 27/02/2013 12:47

But what level of discount would make the fault acceptable? Just send it back and get a perfect one elsewhere.

cardamomginger · 27/02/2013 12:50

I wouldn't ask for a bigger discount. The only other thing I would consider is if there is somewhere that could get the mark out for you (leather cleaning specialists? someone on a handbag thread once linked to a company that does handbag renovations, but I can't remember what it was called), get a quote and then ask Outnet if they will provide you with a refund that will match the price of getting the damage fixed.

Annianni · 27/02/2013 12:51

If it was on the side or the back, i'd possibly keep it.

But it's right on the front, so i'd spend the extra £60 and get a perfect one.

MarshaBrady · 27/02/2013 12:56

I'd feel reluctant to let it go, as it's so lovely, but I probably would send it back and get a perfect one.

Just check you can't get someone to fix it if you're keen to do that.

buttercrumble · 27/02/2013 13:03

Send it back , not acceptable for that much money....

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