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Review content:
Customer service is not only non-existent, but they outright insult you.
TL;DR I went to one of their sample sales and saw a leather bag I liked. Petra Berg, their PR person, was really sweet, telling me how cool this bag is and how much it sells. They had it in black, but they showed me a catalog picture in metallic grey and that looked like something I would actually want. The price seemed reasonable too, or as reasonable as it would get, so I ordered it. I had to pay in advance and they told me they'd let me know when it arrives. They estimated about 4 weeks. This was August 8, 2011.
4 weeks later I email them, but they tell me the bags aren't there yet, but should be soon. I email them again and again, always with the same response. On November 2, almost 3 months later!, I get an email saying the bags are finally there and I can come pick mine up. When I get there, they hand me a bag that looks very much like the black one they had at the sample sale, only with a bit more metallic spray on. When I tell them that's not the bag I paid for, they tell me all the bags are handmade and they all look different. Now, the metallic grey I wanted looked like a light grey toward purple, while this was fairly obviously black - just with a ton of metallic spray on top to make it look metallic grey. I explain all this to Petra Berg, which seems to be the person in charge of the store, to which she tells me that I must remember incorrectly and this is exactly what I ordered. Not in a very nice way either. I ask for my money back, since I didn't feel like paying for something I didn't want, and she gives me a definite no, but tells me I can have store credit for something else. The bag was 50% off their usual price and everything else in the store was ridiculously overpriced, so I definitely didn't want anything else from there. The bag was the only thing that was somewhat affordable that I actually wanted.
Long story short, seeing that there's no way to get my money back or the bag I actually wanted I started looking at all the variations of the black bag they had available and settled for one of them. When I got back home I opened a Better Business Bureau complaint against them, to which they didn't deem to reply, so now at least there's a public complaint against them for 3 years. I will definitely never buy anything else from them ever again.
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