MZ Wallace

Bought a bag, never received it. When I contacted customer service they apologized for the “inconvenience”. I’m just out the purchase completely

To begin with, I am a fan of this company, I like MZ Wallac bags and buy them on occasion, but I have never ordered them from an online store. My daughter wanted a white MZ Wallac bag for her birthday and I ordered it online. I often buy in different online stores, but the work of this online store has led me to a stupor. Firstly, a week has already passed, even more, but the bag has not been sent, and secondly, when you contact the support service, you get an answer like "we have delivery 3-7 days, so wait." I'm shocked! All online stores try to send the goods as quickly as possible, but here ... this is an expensive brand, why such an attitude towards customers is incomprehensible to me. They took the money with pleasure, but that's all. Wow...cheapest bag $225. I will complain about this company to the BBB.

My sisters bought me a gray and white bag for my birthday in June. They paid $265. Within 30 days the white part of the bag became dingy. I read the instructions and wash these areas with warm soapy water. It continues to be dingy. It has white handles. Should have been gray like the strap. These bags are touted as being to use every day. PLEASE! There is no way to wear this bag every day, it is disgusting! When I contacted customer service they just said it was not a defect and would not help me in any way. I believe a $225 bag should last longer than 60 days! Will never purchase another bag from them and I will be certain to spread the word!

I bought 2 items for my sister for her birthday. Since colors sell out so quickly at MZ Wallace, I purchased the items well ahead of the birthday date. My sister found something she liked much better and wanted to exchange the two items which were past the 21 day mark - so I called and asked for an exception - the answer was no. Neither my sister not I will purchase from the company again and we have bought lots of bags from them. I have nothing good to say about the company after this terrible customer service exchange.

Review: The Problem: I purchased a black Bedford Mimi bag in June of 2013 from the MZ Wallace web site for $263 (this would have been my fifth MZ Wallace bag, so I am familiar with the product and quality). Upon first use the red lining began to rub off on all of the contents (wallet, notebook, sweater) in the bag. I hoped that after a few uses the red would cease rubbing off but it did not. This particular defect, I have since discovered, has been noted by at least one other consumer on [redacted]: http[redacted]. "I purchased a Baby Jane in October of 2012. It arrived in a color unlike what was presented on their website and then by only 6 months, the red lining began to peel off...I will never again purchase another item from this company. If you can't stand by your product, you shouldn't be in the business" - [redacted]. Contact with MZ Wallace: A friend stopped by the MZ Wallace store located at [redacted] and asked who I should contact regarding the defect. She was told that I should email the company at [redacted]. I contacted the company via email on July [redacted] asking if this was a problem unique to my bag - had it been I would have accepted a replacement. My question was not answered, and instead I was asked to return the bag, for which I was sent a shipping label. The offer: Upon receiving the returned bag, MZ Wallace contacted me on August [redacted] offering either 1) a store credit for the amount I payed for the bag, or 2) if I would like to keep the bag then they would offer a 30% discount on my next order. Importantly both of these options hold my money hostage which should not be the case for a bag with a defect. I responded that the offer was not a fair resolution and again requested a refund. They responded, refusing the refund and claiming that "After closey analyzing your bag and speaking to our production team there are no defects to the lining or material."Desired Settlement: Since the bag I received is clearly defective, the only fair resolution to this unfortunate situation is a full refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

My complaint has been satisfactorily resolved with the business I reported. Please close my complaint and inform the company that it is closed.

Thank you again,

Sincerely,