ComplaintsforAzaria, LLC

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a La Mere petite bag ($124.95) on August 30, 2022. I received it September 3rd, 2022. After less than a month of having this bag the fabric began to peel. This bag gets very light use and typically sits on my entry table. I reached out and after going back and forth with customer service they told me THREE times that they didn’t believe I knew the difference between spilling something on my bag and it peeling. All they would tell me is to “try washing it again”. A month later I reached out again because the peeling was getting worse and a bag that expensive shouldn’t be falling apart after less than 2 months of use. They responded saying that their warranty doesn’t cover bags peeling. I’m not sure what their warranty would actually cover if it doesn’t cover faulty, poor quality bags. They also told me they wouldn’t do anything about my faulty bag but I should go to the store and buy paint to paint over the peeling spots… The customer service experience was terrible. Quality of product is terrible.

  Business response

  10/28/2022

  Customer reached out to us on 9/19/2022 claiming that a spot on her vegan leather petite bag was fading but our customer care assistant manager let her know that vegan leather does not fade and it’s actually impossible for it to fade, so she told her that it looked like something got on the bag and to use warm water and soap to get it off but she said it didn’t work so she reached out to our factory manager with pictures and he said the same thing that vegan leather does indeed not chip and it looked like a stain of some sort and to use ethyl alcohol with a q-tip to get it off but as you can see in the attachment she never responded to us again so we figured it must have worked. She reached out again on 10/27 stating that a completely different spot on the bag had started to chip, but vegan leather is prone to chip because of how it is made and there is no way to avoid that which is why we state in our warranty that it does not cover any type of chipping/peeling (see attached), but as you can see we did give her instructions on how to patch that up. Also, the spot where it did chip is the most common spot for vegan leather to chip, all it takes is the bag to be on a rough enough surface and it can chip just like that. Our warranty states that it covers faulty hardware, defects in materials and craftsmanship that affect functionality, or significant aesthetic issues upon arrival to customer and this customer’s issue did not fall under any of that so we assisted her to the best of our ability while sticking to our company policy. If customers don’t want to have to worry about chipping/peeling then we suggest having them look at our real leather bags which will not chip and last longer. Our customer care manager and assistant manager handled this exactly how it should be handled and there was no wrong doing done here. We're sorry the customer was not happy with her experience. 
  

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/29/2022 I made a purchase of a Suede Tote for $149.97 order # **********. I received the package on 5/4/2009. This is not my first order from this company I have been a customer since 2018. This bag arrived crumpled up in a dust bag. It was not stuffed like all their bags are it did not have stay dry silica packate in it , the zipper hardware was not wrapped in plactic. And all bags arrive in a dust bag & then another plastic bag . This bag is supposed to be new upon looking at this bag it looks dingy & the bottom of the bag is bent it is supposed to lay flat. This bag looks used and not New ! I emailed Azaria customer service on 5/9/2022 about the condition of the bag I received and that I think they sent me someone's returned bag & that I would like to exchange this for a New bag which is what I paid for . I sent them pics of the bag like they asked for. Their response was that the bag look new & I needed to pay for return shipping if I want another bag sent to me . I told the lady that I should not have to pay for return shipping since they sent me a used bag when I purchased new & that is when the customer service lady explained that yes it could possibly be a returned bag they sent me but forgot to re stuff the bag & put it in another plastic bag before shipping it to me. I didn't know businesses could legally sell items that are returned to them as new items. I have purchased items when this company has had a warehouse sale where they explained that some items have defects or are actual customer returns I don't have any issues with this as long as I'm informed about this before making a purchase. What I have an issue with is getting a used bag when it was sold as a new item. There has been nothing resolved about this.

  Business response

  06/08/2022

  Customer reached out to us 5/7/22 and said that she was not happy with her bag because it looked used and myself and team all reviewed the pictures and assured her we did not send her a used bag since all returned items that are used go to a separate warehouse than our new inventory and all returns are thoroughly inspected before placed back to inventory, but if a bag is returned to us and in new and unused condition then we can still resell it. Just because a bag is received folded up and not flat does not mean it is used because they sit in a bag flat in our warehouse until a customer purchases it, so it’s possible this bag was folded up differently before being placed inside the dust bag which is why it looks differently. Not all bags are going to come with a certain smell, I’ve had some of my leather bags come with a smell and some not, so that also does not mean it is used. And our factory guidelines do not require that all bags have plastic wrappings on the hardware and paper stuffed which is why a lot of times it is removed during production. We told her we were more than happy to replace the bag for her, but she needed to pay for return shipping since we did not send her a used bag, but she chose not to do that. We moved to a new fulfillment center the end of last year and they do not include invoices inside the packages so her not receiving an invoice was completely normal. I have attached our email conversations and our return policy to this so you can see we did offer to let her return it for a replacement and all returns must be in new and unused condition. Hope this helps!

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