So a while back my mom gave me her old iPad--woot woot! It is awesome and it works very well for me and work. Well the only thing was that finding a bag that holds an iPad and doesn't look like a briefcase or backpack is a challenge. However, after much due dilligence in the shopping department, I found a Brahmin. I must preface by saying that I've never owned a fancy-label brand purse and was a bit skeptical of purchasing a big money bag. My husband, who says I never really spend money on myself, said to go ahead and it would be my birthday present. Woot woot! That was in July (an early birthday present :-) ). Fast forward 3 months. The handles start cracking like I would expect on a TJMaxx bag. Hmmm. According to their website...they take pride in their high quality products and will repair or replace a defective product within a year of purchase, 2 years if registered online. (Which of course I did within a couple of weeks of purchasing the bag). I call and they send me the return form and ask me to send it back, which I did. Fast forward 1 month and I get the bag back to me. Did they replace the defective handles? Nope, just lacquered them up and sent them right back to me. Hmmm, that's fantastic! Fast forward 1 month...the handles that were cracked and then lacquered are cracking again (is anyone else shocked?). So I call customer care again and ask to speak to a manager. Why? Because a bag that should have been fixed correctly was just ghetto-rigged and sent back to me. They say, oh weren't the handles replaced the first time? Um no, can't you track that by the bag registration number?!? So back it goes to get fixed. Fast forward to this weekend and I got it back, and you know what? I'm selling it--that is everything except the bad handles (which they nicely included in the return proving the handles were replaced). The bad handles I'm keeping for a reason.
I train people on customer service and delivering the customer experience. Those handles are a prime example of how a company failed on the delivery of a customer experience. This was my first "real" purse purchase and a birthday present. Owning the bag for 5 months and not having it for 2 months took that magic away. The mailing of the bag back, certifying it in the mail, blah blah blah killed whatever sparkle that bag had for me when I got it. Now whenever I see it, I see disappointment, and that's not how someone should view a luxury item. They never offered to replace the whole bag, a free wallet, or put my name on the standard "thank-you for returning your bag to Brahmin card"...they did however put a Holiday shopper flyer in there. Really? Those handles will get used, but as an example of how the customer experience was demolished.
Here's the bag, if you are interested in purchasing, hit me up :-)