Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my ******* **** purse to them to see if they could sew the strap back on. The old man working said he could fix it but he would have to unstitch a part to reattach the strap but he would restitch it back together. When I picked up my purse he stitched the strap back on but did not restitch the part he unstitched to fix the strap. I asked him to restitch it and he said he would have to charge me to fix it. I informed him he is the one who unstitched it so he should have restitched it. He refused to fix my purse where he damaged it. My purse is a $200 purse. I paid for my damages he needs to fix his damages without charging me.

  Business Response

  Date: 08/31/2022

  To:BBB

  In response to concern *********

  On July 12^th 2022, I accepted for repair a purse that had a black leather loop that had come undone. I told the customer that the loop needed re-attached and to do so properly MAY require that I open an INSIDE seam to sew the loop down. I mentioned this because the seam in question was factory stitched and if I needed to open the stitch, a hand sewn seam would look different. However, I was able to reattach the loop without opening the seam. I completed the repair and the customer picked up the order on July 15 ^th, 2022 and used a credit card for the payment.

  On August 24^th, 2022 the customer returned and showed me the purse. Claiming that the seam I opened was not reattached and mentioned some glue on the seam.

  I explained to her that the opened stitching in question was in fact on an outside seam. The seam I mentioned that I may have to open was inside the purse. You can see from the photo that the loop was sewn on the underside without need to open the seam.

  This new issue is unrelated to the original repair. I can understand why someone would believe the new damage is related to the repair, given its proximity. I showed the customer how I was able to attach the loop on the underside without opening any seam. The seam in question was not the seam that I mentioned that may need to be opened.  The seam now in question still had the thread in place, it was pulled away and exposed a glued seam. On a factory stitch, all seams get "seam tape". This is a small ribbon of glued tape is used to allow the machine to sew onto a seam held in place by the glue. The glue that was pointed out, was not a glue that was added later by me-it is a glue ( seam tape) used in the original manufacturing. The area of damage is along the zipper seam. Typically damage in this area is caused by pulling of a stuck zipper or if zipper is in the closed position, some tension against the zipper seam.

  The issue at hand was not an issue that occurred while the purse was under my care. The purse was picked up, paid for and returned almost 5 weeks later. One would reasonably think that the damage would be noted before 5 weeks had passed. The damage- in my estimation was from pulling- much like the pulling that caused the original repair. When I mentioned this, the customer stated that paying for a second repair was not acceptable since the damaged was my doing.

  The current damage to the seam is not damage that I am comfortable attempting. Unlike the original damage which was repaired without being visible, this pulled seam is an OUTSIDE seam. The reason I did the original repair was that it was an INSIDE seam that may have needed opened and would not be easily seen, and as explained- was able to be repaired by simply sewing the underside of the loop.

  Hand sewing this outside seam would leave a seam noticeably different in appearance.

  I believe in going overboard for customers- we have been in Business for 74 years, I have been here 36 years, 15 years as owner. No one gets it right every time and mistakes happen, in this case I was the only person to handle the purse from start to finish. The damage in question did not happen under my care. In this situation it was intimated that I was being deceitful. I was not in any way, deceitful. A Company that has the tools to repair this outside piece can resolve this for the customer.