I am extremely let down by the craftsmanship of the products and the lack of professionalism at the local store and headquarters. I own items from various luxury brands and have never faced such poor quality or customer disregard. I purchased a bag for $2,000 in September 2023, and despite using it less than 10 times, the buckle broke. While I understand it's technically out of warranty, one expects a luxury brand to stand by its quality. The follow-up has been unacceptable; I was promised callbacks that never came, and I had to visit the store three times for updates. An executive even assured me she would escalate my issue, but that never happened. Being told today that "nothing can be done" after being ignored for weeks is incredibly frustrating. I took pride in supporting this brand, but this experience has ruined my respect for it. I will not shop here again.
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