DO NOT BUY FROM MARK AND GRAHAM!!!!!

faeriemoon · ‎03-14-2010

As some of you know I have purchased a couple of Elisabetta bags from Mark and Graham. The long and the short of it is that the Navy bag I purchased on sale (which turned out to be a final sale; something they don't tell you) arrived damaged. There is a hole in the seam. Tried to authorize the return online but the system won't let you proceed if you are returning something that is a final sale. (Chances are you don't even know it's a final sale.) Tried to call their CS number all day yesterday and couldn't get through, so I emailed them (haven't heard back yet.) This morning I called again at the second their lines opened and spoke with a rep. Explained the whole enchillada: Received damaged bag, want to make a return, system won't let me, surely this must be a mistake because the bag is damaged!!

Are you sitting down? Doesn't matter; its a FINAL SALE and that's their policy!!! Trying to keep my cool I asked for a supervisor, and held my breath the whole time thinking I was going to be "accidentally" hung up on, but eventually the girl came back on having spoken to the supervisor. They are going to MAKE AN EXCEPTION and allow me to return the bag WITH A HOLE IN IT. Received my return label and will send it back today. Let us hope that the refund goes smoothly.

So I warn you all to take the awful reviews of this website seriously and avoid purchasing anything from them. I will never risk it again.

~What a terrible era in which idiots govern the blind.~ William Shakespeare

EdithEllenLily · ‎08-30-2013

@faeriemoon How worrisome and frustrating! I am so glad they sent you a return label and will allow the return on the bag with a hole in it!

I subscribed to their emails and now wish I hadn't. I tried to unsubscribe and I keep getting an error message. So now I'm just deleting the messages in my inbox!

faeriemoon · ‎03-14-2010

@EdithEllenLily They are bad at phone CS and they are bad at online CS; no two ways about it.

~What a terrible era in which idiots govern the blind.~ William Shakespeare

Katcat1 · ‎07-21-2011

@faeriemoon Talk to the Attorney General's office in your state to see if they can assist you.

kindness is strength

suzyQ3 · ‎03-09-2010

@faeriemoon, if anything goes awry, submit a dispute to your credit card company. You will win.

~Who in the world am I? Ah, that's the great puzzle~ Lewis Carroll, Alice in Wonderland

faeriemoon · ‎03-14-2010

@suzyQ3 Thank you; I will do that. Crossing my fingers for an easy return and refund.

~What a terrible era in which idiots govern the blind.~ William Shakespeare

hicindy2 · ‎06-06-2010

@faeriemoon I am stunned by their response and have now unsubscribed to their e-mails. Geez Louise !!

I feel so bad, you were such a good customer and so pleased with your lovely bags. And although the discount was $100, the price was still high.

I am also surprised because of the "family" they belong to: Pottery Barn, Williams-Sonoma, and West Elm. I have shopped with them for years without incident. As my dear mother would have said: "the NERVE" !!!

As @suzyQ3 said, the credit card company or Paypal can assist also. And please take a shot of the hole in the bag on your phone or camera for safe keeping just in case.

faeriemoon · ‎03-14-2010

@Katcat1 wrote:
@faeriemoon Talk to the Attorney General's office in your state to see if they can assist you.

@Katcat1 Since it appears to be in the works I will see how this all plays out. If I have any trouble getting my refund I will definitely do that. I also plan to leave reviews on line too. I want to keep people from this kind of aggravation. If you look on line they have mostly one-star reviews. I should have heeded the warnings

Thank you..

~What a terrible era in which idiots govern the blind.~ William Shakespeare

faeriemoon · ‎03-14-2010

@hicindy2 My thought was the same as yours regarding the sister companies. Good companies with generally good CS.

Thanks for your input. Funny thing, I unsubscribed to their emails too and realized I don't think I have ever gotten an email from them!!! Even when I subscribed to get the 15% discount (by email) I didn't get one!!! I should have read the writing on the wall!!

Darn!!! Didn't photograph the hole and it's all packed up... Grrr.....

~What a terrible era in which idiots govern the blind.~ William Shakespeare

hicindy2 · ‎06-06-2010

@faeriemoon

Au contraire, they have been cyber stalking me with M&G

e-mails daily and have become a bit of a pest.

Well, just jot down in your reference notes: times, details, and who you talked to, and the location of that rip.

And since it is all packed up and has the"magic" return label, I am hopeful it will all go OK. By giving you the label, they have entered into an agreement with you. I would notify your c/c company or Paypal of the pending status and they can flag your account.

Whew; what an ordeal for you.... then tonight, relax.