Seems like poor customer service is now the ™ of DM.Purchased a bag from the DM Depop Resouled in Nov 2023 and was initially super happy with the bag! However, within a month one of the front stud fastenings had fallen off so I could close the bag properly. However, with this happening over the busy Christmas period, I didn’t get round to contacting the team. I could survive without it so didn’t worry too much.In March, one of the straps teared so badly it was hanging on by a thread - from general wear and tear, I was using the bag a very average amount. I contacted the Depop DM team which involved a VERY lengthy conversation. I was initially told they wouldn’t do anything for me because I was ‘out of warranty’. It took multiple times for them to give me the warranty, to which they didn’t send any proof of a policy, just a ‘warranty is 28 days’. Which if that is the case, this should be more clearly available online so people know before purchase. Originally I was quoted £25 to repair the stud and £25 to repair the strap. I only paid £70 for the bag so I said I wouldn’t bother having it repaired. I had agreed to pay £25 for the stud repair as I had not contacted them immediately (my error) but I don’t want to pay for the strap. Eventually they agreed (begrudgingly on their end) that ‘on this occasion’ they would repair my bag entirely for free. Great, very thankful.Sent the bag off. Received 0 communication. 2 weeks later, bag is returned. Stud is fixed, strap is still hanging on by a thread. I was gutted. So I got back in contact. Was ignored for two weeks. Finally a response came through after I asked to pass it along to complaints, to which I was told the contact had been away for two weeks. Perhaps an out of office automatic reply would have been helpful?After such a lengthy process and the not so polite conversations I had been having, I decided that I wasn’t getting anywhere. So I took my bag to Timpsons for repair. In less than a week I had my bag not only fixed but doubly secured with additional rivets, all for £10!! Lessons is, go to Timpsons. Nicer customer service and better quality - at least they repaired my bag! Life long DM lover, but will look elsewhere from now on.
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