Belen Echandia / Quality of customer service and bags
Please stay clear of this company! They make/sell bags that are nothing like they claim on their website. They are of inferior quality, from mismatched and inconsistent leathers, wavy and unfinished stitching, flaking hardware and leather, unsealed handles, wrong linings, bags being sent incorrectly to other people, the list goes on. When you order a bespoke bag, there is NO recourse for returns or refunds, even though THEY get it wrong. They claim their USP is the outstanding customer service they provide. Far from it!!! The designer/owner is very aggressive when you question something to do with the quality, even though it is very apparent and obvious. With regards to the bespoke bags, they require an automatic deposit, however the turn around to produce is not as quick as they claim, and they charge the remaining amount BEFORE it is even shipped. They use Twitter to badmouth many of their clients that complain on an open forum, which is within their customers rights to do so. They continue to bypass MANY of the quality issues, and this is a constant occurrence. The bags are NOT CHEAP!!! Recently, they tried to sell Breast cancer tags, however when a lot of customers ordered, thinking they were in stock and ready to be sent out, they were told they had to wait, as they had to be made. Now, if they genuinely believed in this cause, surely they would have been pre-made BEFORE orders came in? Their actions speak volumes!!
Do yourself a big favour, and save your money, or better still, go to a company that has a reliable, and consistent reputation, both for their QUALITY AND CUSTOMER SERVICE. These bags ARE NOT WORTH IT!!!