Getting one was a horrible experience that totally ruined my Christmas. It seems the big international retail, Furla, in New York, decided to do Christmas instead of customer service. The bag cost $398.00 and there was an offer of free 2 day shipping. On the Dec 22, I placed my order and inquired via customer service email about whether it would get to me by Christmas Eve. Nothing. They never responded back. So I found the customer service phone number and I guess Laurie (yes, only one customer service rep in New York!!!!!) was off for Christmas. And Furla's customer service voice mail box was full! Can you believe that crap!?! What frigging retailer takes off for Christmas? Anyway, the next day, I log into Furla and it says my order was shipped. They never bothered to send me a shipping confirmation number, email... nothing. Oh but it gets worse. Here I am hoping to get the bag before Christmas and that only left Christmas Eve. I log into Furla again hoping for some dregs of information and my account shows a total different bag had been shipped! WTF? Okay by this point I'm pissed and there was no one to ream out over my fucking order. The 23rd past with no response from Furla. The 24th passed. I didn't get it before Christmas, and at that point I wasn't sure what bag was coming. The 25th passed. The 26th arrived and Laurie's still out on Christmas holiday! UPS and USPS weren't running...they were all doing Christmas too. On the 27th, I got my bag. Yep, it was the right bag. It was the Furla Limited Edition Pink Candy Bag!
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| Furla Limited Edition Pink Candy Bag |
After the bad experience I had with Furla over getting my order, you'd think I'd be willing to forgive and forget. Nope. I've written a letter to the company president. My 25 years in customer service won't allow me to just let this crap go. Improvements need to be made. Unfortunately, I haven't been able to find an Italian address for Furla yet. If anyone knows how to got about getting that, by all means, please share.
SharonH
Update --- Want to see the bag in action? Check out my Spring Preview!
4 comments:
I'm a bag-girl, too! Except I'm a Prada and Chloe fan..lol Your Furla is amaaaazing!
I like some Chloes! Haven't found one that I just felt I had to have. Not yet! :-)
Hi.....so is it safe to say that I can't expect Furla's customer service to respond to me then?
I also sent a general enquiry to their International email, I bought a Practica tote 2 weeks ago and can you believe that one of the stitches of the strap has come loose with regular use!!
I wanted to find out whether they offer free re-stitching since it's not a major damage before taking my bag to the repair.
I must say that from previous experience, customer service usually responds within 12 hours. If it's more than that then you really can't expect so much.
Sorry but I don't have anything good to say about Furla's customer service at this time. There were some mitigating circumstances when I dealt with them, like a major holiday. But since they're a business and I own my own business, I'm not so forgiving of shoddy service. I sure as hell can't get away with that with my customers, so why should Furla?
Good luck on getting help with your bag. Be sure to let me know how it turns out. :-)
SharonH
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