Complaints

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• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair 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 ordered a La Mere petite bag ($124.95) on August 30, 2022. I received it September 3rd, 2022. After less than a month of having this bag the fabric began to peel. This bag gets very light use and typically sits on my entry table. I reached out and after going back and forth with customer service they told me THREE times that they didn’t believe I knew the difference between spilling something on my bag and it peeling. All they would tell me is to “try washing it again”. A month later I reached out again because the peeling was getting worse and a bag that expensive shouldn’t be falling apart after less than 2 months of use. They responded saying that their warranty doesn’t cover bags peeling. I’m not sure what their warranty would actually cover if it doesn’t cover faulty, poor quality bags. They also told me they wouldn’t do anything about my faulty bag but I should go to the store and buy paint to paint over the peeling spots… The customer service experience was terrible. Quality of product is terrible.

  Business Response

  Date: 10/28/2022

  Customer reached out to us on 9/19/2022 claiming that a spot on her vegan leather petite bag was fading but our customer care assistant manager let her know that vegan leather does not fade and it’s actually impossible for it to fade, so she told her that it looked like something got on the bag and to use warm water and soap to get it off but she said it didn’t work so she reached out to our factory manager with pictures and he said the same thing that vegan leather does indeed not chip and it looked like a stain of some sort and to use ethyl alcohol with a q-tip to get it off but as you can see in the attachment she never responded to us again so we figured it must have worked. She reached out again on 10/27 stating that a completely different spot on the bag had started to chip, but vegan leather is prone to chip because of how it is made and there is no way to avoid that which is why we state in our warranty that it does not cover any type of chipping/peeling (see attached), but as you can see we did give her instructions on how to patch that up. Also, the spot where it did chip is the most common spot for vegan leather to chip, all it takes is the bag to be on a rough enough surface and it can chip just like that. Our warranty states that it covers faulty hardware, defects in materials and craftsmanship that affect functionality, or significant aesthetic issues upon arrival to customer and this customer’s issue did not fall under any of that so we assisted her to the best of our ability while sticking to our company policy. If customers don’t want to have to worry about chipping/peeling then we suggest having them look at our real leather bags which will not chip and last longer. Our customer care manager and assistant manager handled this exactly how it should be handled and there was no wrong doing done here. We're sorry the customer was not happy with her experience.