I have a DeMellier bag that is less than a year old and a small screw on the D-ring hardware fell out, meaning the strap can no longer attach and the bag is effectively unusable.
We are literally talking about a tiny 15mm screw that worked loose and was lost when it fell out. That single screw holds the two D-ring components together, which means both the top handle and the shoulder strap attach through that one point. Without it, the bag can’t be carried by either handle and is essentially useless.
All I asked for was a replacement screw.
What should have been a 30-second fix has turned into multiple email exchanges, which take about two days every time, dragging the whole thing out and going nowhere.
Initially I was told they could not help because the bag was a gift and I didn’t have proof of purchase. A significant part of the email exchange then involved them checking their records to confirm that I had previously made purchases from them, because they emphasised that they keep spare components for their “loyal customers.”
Frankly, that in itself is ridiculous. The bag is less than 12 months old, so this should be a simple warranty or product quality issue — not some sort of club where only repeat customers are entitled to basic support.
After all of this back and forth, they have now told me I can buy the replacement screw for £23.
Charging £23 for a tiny screw on a bag that is under a year old is frankly absurd. This is clearly a small hardware failure that should simply be resolved as basic customer service.
I actually own other DeMellier bags and had been considering buying another one (the Stockholm), but after this experience there is absolutely no chance I will purchase from them again.
It’s remarkable that a brand would risk losing repeat customers over something that would cost them pennies to fix.
After reading the other reviews here, it seems this is the level of customer service you can expect
Claim your business profile now and gain access to all features and respond to customer reviews.
Award-winning handbags. Designed in London by women, for women. Handcrafted in Spain with integrity. Shipping WW. We give back: for every bag sold, we fund lifesaving vaccines for children in need. Discover more at www.demellierlondon.com
