This isn't my first purchase from this brand, but it is my first experience at this store. I love their bags and designs, but this store has let me down. My husband bought me a bag for a holiday gift, and we picked it up without checking it. I opened it on Christmas morning and found scratches and indents. After reaching out to the sales associate about an exchange, I changed my mind and requested a refund instead. After that, I received no further communication. When I returned for the refund, I was told it couldn't be accepted because it looked used, even though it hadn't been. The manager insisted it was not their fault based on their records. Now I'm stuck with an imperfect bag that was quite expensive, and the service team has not taken responsibility. I also reached out to customer service, but they couldn't help either. A very frustrating experience.
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