Customer Service Issue- what do you think?

This might not be the right board, but I felt comfortable here so here goes...

I bought a bag on the 19 April and it was around $50...it is an overnight bag that I was using as a diaper bag. The first time I used it I got it caught on the doorknob on my way out and the handles just ripped where they were sewn on. The material is very thin and completely inappropriate to be on a piece of luggage. So I bought it back to the store today and told them what happened and they adamantly refused to do anything at all for me. I spoke to the floor manager, asked to speak to the Store Manager, and I was told that she was too busy to come down and talk to me.

They said that it was my fault it ripped and do not accept that the bag is bad quality. I feel that I was treated really badly in the store and that no matter how busy the manager is, she should have come down to speak to me.

I could have told them that the bag just ripped, but I hate lying...so I told them the truth, and now I feel I am being penalised for telling the truth. I feel confident that if the bag was from Gap or any other big store they would have given me my money back or a store credit right away. I was disgusted that I left the store with nothing at all.

What do you think? I am waiting on a call from their head office now, but I could have flushed my £35 down the toilet and gotten more satisfaction....

deep breath, vent over.

ETA the bag came from a big Accessories Store, which would be on a par to the Gap or Anthropologie

Message edited 4/28/2006 10:41:23 AM.

Re: Customer Service Issue- what do you think?

Shame on them. The customer is always right.

Re: Customer Service Issue- what do you think?

I think that it was great you were honest about how it happened and they should have refunded you regardless. It sounds like a poorly made bag.

Hope the office is nicer to you!

Re: Customer Service Issue- what do you think?

If it were me, I would probably push the issue if I was treated rudely. But I wouldn't do it via phone. I would write a letter/email about it to the main office.

Re: Customer Service Issue- what do you think?

I think calling the head office was a good idea. I would also call the store again and make sure that the manager knows you do NOT appreciate being told that she/he was too busy to speak to you. I would also call the bag manufacture.

Re: Customer Service Issue- what do you think?

Can you believe that no one in the head office has called me back today! And its a bank holiday weekend and I am off on holiday for 2 weeks on Wednesday.

I think a letter is in order!