I am deeply disheartened by the quality of the products and the lack of professional service at both the local store and headquarters. I own items from various luxury brands and have never encountered such poor craftsmanship or customer disregard. I bought a bag for $2,000 in September 2023, and even after using it fewer than 10 times, the buckle broke. While I recognize it's technically out of warranty, one would expect a luxury brand to uphold its craftsmanship. 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 matter, but that never happened. Being told today that "nothing can be done" after being ignored for weeks is truly insulting. I took pride in supporting this brand, but this experience has shattered my respect for it. I will not shop here again.
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