Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a genuine leather diaper bag from the company, Elkie & Co. Upon using, the product wore terribly and the leather rubbed off. I reached out to the company and they said that it was past their company timeline for the product to be replaced. After their unwillingness to make the situation right, I discovered that the diaper bag is actually tagged (by them) as “microfiber leather” which is NOT genuine leather and not what I paid for. After alerting the company to this information they “assured” me that this was as a manufacturing error but my bag was genuine leather. I asked for a replacement or refund again and they refused to make the situation right and said that there was nothing that they could do.
  
  They have since removed the genuine leather bag that I purchased from their website.

  Business Response

  Date: 02/19/2025

  Dear BBB,

  
  We appreciate the opportunity to respond to this complaint and provide clarification regarding the customer’s concerns.

  
  The customer purchased a genuine leather diaper bag on December 9, 2023. She contacted us last month (January 2025) regarding the color of her bag rubbing off in certain areas, requesting a refund or replacement. As stated in our one-year warranty policy, we do not offer refunds or replacements for issues that arise outside of the warranty period. Because her request was made after this period, we informed her that we were unable to process a refund or replacement. However, as a goodwill gesture, we did offer her a 50% discount code toward a future purchase.

  
  Regarding her concern about the bag’s materials, we want to clarify that the bag she received is indeed genuine leather, as advertised. There was a manufacturing error where some interior tags were mislabeled as “microfiber leather,” but this was solely a labeling mistake and does not reflect the actual material of the product. We immediately reassured the customer and provided full transparency regarding this rare oversight, underscoring our commitment to quality.

  
  Additionally, the claim that we have removed genuine leather bags from our website is inaccurate. We continue to sell genuine leather bags on our website. 

  
  While we understand the customer’s frustration, we have acted in accordance with our policies and believe we have handled this matter fairly.

  To summarize:

  
  • The order was placed over a year ago, making it outside the warranty period.

  
  • The bag she received was genuine leather, as advertised.

  
  We value our customers and take product quality seriously. However, we also stand by our policies and do our best to apply them consistently and fairly.

  
  Sincerely,
  ********* *****
  Elkie & Co.

  Business Response

  Date: 02/25/2025

  Dear BBB,

  To reiterate the points outlined in our initial response:
  
  

  • The customer purchased a genuine leather diaper bag over a year ago, which places the order beyond the one-year warranty.

  • The customer did recieve a genuine leather bag. Even though one of the tags was mislabeled, it doesn't change the fact that the bag is real. 

   • We offered a 50% discount code for a future purchase.
  

  • The term “None Provided” next to refund simply reflects our position that no refund is available.

  This is our final response on this matter. 

  Sincerely,
  ********* *****
  Elkie & Co.

  Customer Answer

  Date: 02/26/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I purchased a genuine leather bag and it is labeled as microfiber leather. 
  
  
  
  Sincerely,
  
  
  
  ******* ******