I came here last year (about 9 months ago) to get a wallet I purchased in the Italy outlet (Space in Montevarchi) serviced (a strap had broken off at the loop). I first connected with a female staff who was incredibly incompetent. It was supposed to be a very straightforward process and I had shown her my receipt, but she claimed I did not buy my wallet in Italy, even though my receipt was clearly in Italian. She kept insisting I had purchased my wallet in Hong Kong, just because I had used a HK credit card and the bottom of the receipt showed a HK dollar total. She seemed perpetually confused as I tried to explain this concept to her until eventually, she asked for another staff, who I assume is the store manager, to help out. (By the way, I don't understand why it matters where I bought it, Prada is supposed to have worldwide warranty.) This male staff had even more attitude problems. Unfortunately, when you purchase from the Prada outlets in Europe, they do not stamp your authenticity cards. As such, this male staff made many comments implying my wallet may not be authentic and that he has never seen the model before. His comment ticked me off in the wrong way and I was absolutely flustered at this point. I had shown my proof of purchase with matching serial numbers and THAT IS NOT HOW YOU TREAT A CLIENT. Just because you have not seen a model before does not mean it was not made. He further commented that IF I INSISTED, he could send my wallet to the New York office to get it fixed, but only if the experts there decide it's an authentic item. Otherwise, they will send it back unfixed. I agreed and he passed me back to the female staff that helped me earlier to get the paperwork done. Again, she was incredibly incompetent. She just could not find my client record on her computer database, even though I gave her my full name, address, and phone number multiple times. I stood by her and her computer for a good 10 minutes as she struggled and asked me again and again the same questions about myself. The male staff finally came back to ask what was taking so long... then, he pointed right on the screen to my profile. It was on the screen all along but she had somehow missed it for the last 10 minutes.
I was called about 6 weeks later when my item had returned - fixed AND authenticated. HMPH.
Needless to say, my experience was horrible and if I could, I would give 0 stars for the service.