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| - I am not pleased with this Balenciaga store. My buying experience was fantastic. The service was great and everyone was friendly.
My problem was that my bag was defective. It broke the 3rd time I ever carried it. That's not why I'm rating them so lowly. I'd still give them 5 stars if they didn't handle my repair so poorly. I wasn't happy that my bag broke but I understand these things happen. So I called them and they were willing to fix it. I shipped off my bag and forgot to include a piece of hardware. So I shipped that off the day after I shipped my bag, and I saw that it was delivered to them.
I never got any acknowledgement that they received it or the bag, so I called to confirm, and they confirmed that everything was received. I couldn't tell you who confirmed it though because I called many times and no one ever provides their name when answering the phone.
1 month later and I still don't have my bag back. I've called then every week to check up on my bag and they weren't helpful. I've been patiently waiting but this is getting ridiculous. No one ever tells me who they are on the phone and I was put on hold for 10 minutes one time. I just hung up and called back because whoever answered the phone obviously forgot about me.
What happened to my bag was that a stud popped off the side and I couldn't wear it with the strap anymore because the ring was no longer attached to the bag. This is disappointing quality for a bag that cost close to $2000. However, I've had many other Balenciaga bags without any problems. It was their responsibility to fix it, and it was sent to a local repair facility.
Their lack of communication is disappointing. It's kinda scary to send off such an expensive item in the mail for repair and never get any acknowledgement or update. 1 month of waiting for such a simple repair really stinks too.
It turns out, my bag had just been sitting around for weeks and it wasn't even sent off for repair in a timely manner. 4 weeks after sending off the ring, they finally checked their mailbox. After inquiring what took so long, I was told that they didn't pick up their mail so they didn't get the missing hardware until the 4th week. I sent my package off with 2 day shipping and my tracking number showed that it was delivered. I don't know if what I was told was even true or if it was excuse for the delay in fixing my bag. I just find it hard to believe that a business only checks their mail once a month. It's especially unacceptable if it is true since they knew to expect that package from me. It's also strange because I called to make sure they received my purse after it was delivered, and they said yes to that, and that took only 1 day for delivery and that didn't sit around their mail for weeks.
Although my initial buying experience was fantastic, I'm never going to shop at this particular Balenciaga again because of the lack of communication if something goes wrong with your purchase. I'll be buying my Balenciaga goods somewhere else.
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