Review Time
Extremely disappointing customer support experience I have reached out to the support team multiple times regarding my order, but unfortunately, I have yet to receive any clear or helpful responses. For a brand that claims to be premium, this level of communication is entirely unacceptable. I anticipated professionalism, transparency, and timely updates, but experienced the exact opposite. What adds to the frustration is the pricing. When customers invest this much, they deserve at least a basic level of respect and adequate support. Regrettably, my experience with the customer support has been very poor, which has significantly eroded my trust in the brand. I sincerely hope the company takes this feedback seriously and enhances their customer support processes.
I ordered a bag and faced a significant issue with the delivery. The package was marked as 'delivered' by the carrier and signed for by someone who does not work at my location or belong to my address. I never received the item. Even after providing this information and all necessary documentation, the case was closed without a proper resolution, leaving me without my bag and no clear explanation. The seller did not actively support me or take responsibility. Customer service has been slow, vague, and unhelpful, relying solely on the carrier’s incorrect delivery status instead of protecting the customer. For a brand that claims to be 'accessible luxury,' this level of after-sales service is entirely unacceptable. While delivery mistakes can occur, ignoring clear evidence of misdelivery and leaving the customer unprotected is profoundly disappointing and unprofessional. I expected much more from a brand in this price range. This experience has severely damaged my trust in the seller.
I ordered a bag and experienced a significant problem with the delivery. The package was marked as 'delivered' by the carrier and signed for by someone who does not reside at my address. I never received the item. Despite providing this information and all necessary documentation, the case was closed without a proper resolution, leaving me without my bag and no clear explanation. The seller did not actively support me or take responsibility. Customer service has been slow, vague, and unhelpful, relying solely on the carrier’s incorrect delivery status. For a brand that claims to offer 'accessible luxury,' this level of after-sales service is unacceptable. Mistakes can happen, but ignoring clear proof and leaving customers unprotected is deeply disappointing. I expected much more from a brand in this price range, and this experience has severely damaged my trust.
I bought my first bag in April 2025. I didn't wear it over the summer because I needed a larger one, so I started using it in September. It fell apart in December—the handle broke and stitches came undone. I'm very upset and disappointed. Customer service is terrible; they claimed I had been using it for a year. This has never happened to me before. I strongly advise against buying!
I purchased a bag for €500 that broke after less than a month of light use—the buckle that attaches the handle completely fell off. The handle was crooked from the start, clearly causing the defect. Despite this manufacturing issue, the company refuses to take responsibility. They ignored the 2-year warranty for defective items and kept repeating that they don’t accept used bags, disregarding all evidence of poor quality. After a lot of back-and-forth, they still refused to replace the bag or issue a refund, offering only a lengthy repair. I now need to consider legal action to get a full refund.
If I could rate this less, I certainly would. Customer service is absurd. I had an issue with an order I didn’t place, contacted both the bank and the seller, and received a generic response about shipping. I strongly advise against purchasing from them.
I received a bag with a manufacturing defect (missing stitching around one of the handle holes) and sent it for a free repair. I've been waiting nearly 4 months for the repaired bag. When I contact customer service, they provide no updates and refuse to issue a refund.
I ordered a bag in June, expecting it in July. I had to email them to confirm its arrival, and when it finally did, it was damaged. I returned it and tried another bag, but it was uncomfortable. I noticed my refund was less than the bag's cost due to an undisclosed return fee. I had already paid for delivery. At the time of return, there was no mention of any extra costs, and their customer service was dismissive. My experience has been very frustrating due to poor service and unexpected fees. I do not recommend shopping here.
I ordered a bracelet for a friend's birthday, but the celebration was delayed. I wanted to exchange it for a larger size, but my request was denied as it was outside the 30-day window, even though the bracelet was unworn and in its original packaging. Given the high prices, this is unacceptable.
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