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KarenG2003
My BIG man and my little man!
Member since 4/08 1684 total posts
Name:
Karen
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Burberry's repair/replacement policy?
I've had this particular bag for a while now...probably about 5 years. The straps are coming apart. The stitching that holds the leather together is coming out. Do you think Burberry would do anything for me? Anyone have any experience with them?
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Posted 8/2/09 10:01 PM  |
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Long Island Weddings
Long Island's Largest Bridal Resource |
PennyCat
Just call me mommy :)
Member since 7/08 19084 total posts
Name:
Jib
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Re: Burberry's repair/replacement policy?
yes, IMO they are great with customer service! Fantastic, even!
They replaced TWO bags for me without a problem when there were issues with them!  For one of the bags, I wore it with dark jeans (That I had also wore for the first time) and the dye rubbed off allllllllll over the bag!!!! I was shocked but because it was before 30 days, they replaced it for me!!  Then, I was at the Burberry store with another one of my bags and DH suggested I point something out to them that I didn't think was such a big deal. Well, I did point it out and they replaced it for me on the spot!!! AMAZING!!!!!!!!!!!!!!!!!!!!!!!!!
So yes, they are excellent with customer service! Good luck!!!
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| Posted 8/3/09 10:35 AM |
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KarenG2003
My BIG man and my little man!
Member since 4/08 1684 total posts
Name:
Karen
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Re: Burberry's repair/replacement policy?
Wow!! Thats AWESOME! I'm going tomorrow! 
I just hope they don't tell me I've had the bag too longfor them to do anything about it. 
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| Posted 8/3/09 12:05 PM |
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sunnygirl
loving life
Member since 1/07 5413 total posts
Name:
D
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Re: Burberry's repair/replacement policy?
definately go, they gave me a store credit for the full purchase price of the jacket i bought in 2007 because the stitching keeps coming apart, they were going to give me a new jacket but they have discontinued the jacket,
on a side note does anyone else feel the quality of their products aren't that good, i have the problem with the jacket and my bag i have from them i have problems with the zipper getting stuck and when i brought it to them they said oh yeah that happens,
i don't know if i would buy anything else from them after i use my store credit
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| Posted 8/3/09 3:13 PM |
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PennyCat
Just call me mommy :)
Member since 7/08 19084 total posts
Name:
Jib
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Re: Burberry's repair/replacement policy?
Posted by KarenG2003
Wow!! Thats AWESOME! I'm going tomorrow!
I just hope they don't tell me I've had the bag too longfor them to do anything about it.
Good luck! I don't think they will tell you that. When they replaced the second bag that I mentioned, I asked them what would have happened if it was a bag that they no longer made (I was surprised they still had one in the back because I had it over a year at that point and didn't see any on display), they told me they would have had to give me the credit in a gift card for the amount of the bag. Just like the above poster mentioned 
Keep us updated on the outcome of all this! BTW- I had my luck with the customer service at the Burberry in Manhasset. Although, their policies are the same regardless of where you go.
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| Posted 8/4/09 1:09 AM |
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PennyCat
Just call me mommy :)
Member since 7/08 19084 total posts
Name:
Jib
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Re: Burberry's repair/replacement policy?
Posted by sunnygirl
on a side note does anyone else feel the quality of their products aren't that good, i have the problem with the jacket and my bag i have from them i have problems with the zipper getting stuck and when i brought it to them they said oh yeah that happens,
i don't know if i would buy anything else from them after i use my store credit
I don't find the quality is poor, but I do find that they are STAIN MAGNETS!!!!! I take such good care of my bags and they always manage to get stained with one thing or another......... One time I got a lot of red dye on the side of one of my bags (came out with a baby wipe like they recommended) but I have NO idea how it got there in the first place! I am always so nervous about using my Burberry bags just for that reason. I always inspect them for stains before putting them away at the end of the day  Other than that, I love them! 
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| Posted 8/4/09 1:11 AM |
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KarenG2003
My BIG man and my little man!
Member since 4/08 1684 total posts
Name:
Karen
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Re: Burberry's repair/replacement policy? UPDATED
Ok, well I went to Burberry in Manhasset, and they told me that since it had been over a year since I purchased the bag, they would send it out to be repaired and that I would have to pay for it.  I told them that I had heard of instances where they replaced a bag for a customer or gave them a store credit for the value of the bag if it was discontinued. The lady told me that my bag was in good shape and just needed to be sent out for repair. That's the last Burberry bag I'll purchase. I didn't spend tons of money on a bag so that I could spend more money repairing it!
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| Posted 8/20/09 4:56 PM |
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DaniJude
You're My Home <3
Member since 11/06 14815 total posts
Name:
Danielle
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Re: Burberry's repair/replacement policy?
Posted by KarenG2003
Ok, well I went to Burberry in Manhasset, and they told me that since it had been over a year since I purchased the bag, they would send it out to be repaired and that I would have to pay for it. I told them that I had heard of instances where they replaced a bag for a customer or gave them a store credit for the value of the bag if it was discontinued. The lady told me that my bag was in good shape and just needed to be sent out for repair. That's the last Burberry bag I'll purchase. I didn't spend tons of money on a bag so that I could spend more money repairing it!
If you want, try another location.
I had several problems with Yurman and other companies at ONE location, with ONE salesperson, and then got a completely different answer when I went to a different spot and spoke with someone else (nicer).
In fact, I just read a story on here the other day -- I forget what it was but one of the girls on here went in with a customer service concern and got an attitude and a "you'll have to send it out and pay for it" -- well, she went to another location and they did it for her. It isn't right - they should all have a standard practice but it happens.
With Yurman, I had a ring that chipped - I took it back only six months after getting it, they told me there was nothing they could do - that they could send it out if I paid for it. I was fit to be tied! So, I went to Bloomy's and they gave me a brand new ring, right out of the case. I had other Yurman things before the ring (other rings and necklaces) but I won't buy them again in the future just because of the 'what if' something breaks and they give me a hard time - I don't want the hassle. I took my business to Judith Ripka and I remembered the salesperson at Bloomy's who was so nice and bought the stuff from her! GL!
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| Posted 8/22/09 5:52 PM |
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PennyCat
Just call me mommy :)
Member since 7/08 19084 total posts
Name:
Jib
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Re: Burberry's repair/replacement policy?
Posted by KarenG2003
Ok, well I went to Burberry in Manhasset, and they told me that since it had been over a year since I purchased the bag, they would send it out to be repaired and that I would have to pay for it. I told them that I had heard of instances where they replaced a bag for a customer or gave them a store credit for the value of the bag if it was discontinued. The lady told me that my bag was in good shape and just needed to be sent out for repair. That's the last Burberry bag I'll purchase. I didn't spend tons of money on a bag so that I could spend more money repairing it!
Ughh!! I am sorry!! Like the above poster said, try a different location! Or, ask to speak to a manager  Good luck!That really stinks that they told you it would cost to get it repaired! When/if you do talk to a manager, I would also mention their competitors who do repairs for FREE regardless of how long the bag was owned.
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| Posted 8/23/09 10:47 AM |
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