juwairiya muneem
Google
I spent €250 (about $270) on a beautiful crescent-shaped leather bag while visiting the School of Leather in Florence. The staff were lovely and the bag itself is gorgeous, but the complimentary monogram was noticeably off center.
When I reached out, customer service offered a 10 % (€25) voucher and reminded me that the “actual cost of the initials is €5,00, but we’re happy to offer them free of charge.”
Since I live abroad, the shipping alone would wipe out that credit. They refuse to fix the purse while i’m in Italy or give me a partial refund.
I understand handmade work can vary, but for this price I expected better quality control or at least a solution that doesn’t require me to spend even more.
I still love the design, but the crooked initials for such quality items and lack of proper customer support left me feeling upset. I would just think twice before adding personalization.
Response:
I really appreciate you getting back to me. I picked your shop because I’ve
l love the quality of your work. The day I picked it up, the store was packed and the purse got wrapped up in a hurry. Once I got back to my place that evening, I emailed right away the same day while still here in Florence.
I’m still in town and would be happy to come by so the initials can be adjusted correctly. I was told over email that fixing the initials was not an option, but that would be perfect if possible! The purse is meant to be a long term piece, so I’d much prefer a proper repair over any store credit. If a fix truly isn’t possible, I would prefer a partial refund. While I appreciate the gesture of a voucher, I’m not looking to make another purchase right now. Thank you for your help.