Worst customer service
This bag is so beautiful. I loved the company’s bags so much that within a two month period, I purchased three bags from them. I truly had thought that I found a bag company that I would be a customer for life. The leather is gorgeous , the designs are beautiful. Unfortunately, the magnetic clasp on my $400 bag fell apart in less than a month of normal use. The company offered $100 toward a local repair instead of replacing the bag.
Initially, I agreed to this, but after a day, I realized that was insufficient and that they needed to give me a full refund or send me a brand new bag to remedy the issue. They refused, saying that they had already processed my request and then from that point on, they didn’t respond to a single email from me. Because the hardware is proprietary, the repair shop couldn’t obtain matching parts and had to use generic hardware that completely changed the look of the bag. The repair solved the functional problem but ruined the aesthetic that I paid for. I asked the company to reconsider after showing them pictures of the repair , but they have yet to respond to any of my emails. I still think the bags are beautiful, but based on my experience, I can’t recommend spending this much unless you’re comfortable with the level of customer service if something goes wrong. I also question the quality and durability of the bags based on this experience.
Risposta di Lusher
First, we'd sincerely like to thank you for your continued support of LUSHER and for your recent purchase of your Black Star Tote. Your trust in our customer care, service, and our handcrafted Italian leather bags reflects the lasting relationships we strive to build with every customer. Your confidence means a great deal to our small, female-owned and managed company.
We'd also like to provide some additional context for anyone reading your review.
When you contacted us on May 30 regarding the magnetic clasp, we responded personally within just a few hours. After you shared how much you loved your bag and wanted to continue using it, we asked if we could provide you with a $100 refund toward having the internal magnetic snap professionally repaired by a local leather bag repair specialist.
You replied just minutes later that you were happy with this solution, asking, "Do you need my information or do you have it on file?" We replied that we already had your information from your original order and confirmed that your refund would be issued to your original method of payment. The $100 refund was processed immediately and credited back to your credit card within 12 hours.
The repair we were made aware of was for the internal magnetic snap, concealed beneath the leather flap. Because this component is hidden during normal use, replacing it should not alter the appearance of the bag. The photographs you later shared confirmed that the replacement magnetic snap closely matched the original and had been successfully repaired.
We understand from the photographs you provided that the small exterior antique brass snap was also replaced using a decorative blue leather snap. If this modification was made without your approval, we would absolutely encourage you to contact the leather repair specialist and ask that the original brass hardware be reinstated. While repair methods and replacement hardware are ultimately at the customer's discretion in consultation with their chosen repair specialist, we would have preferred to see the repair completed in a way that preserved the bag's original handcrafted design. Unfortunately, once the bag had been altered by a third party, we were no longer able to accept it back for a refund or replacement.
At LUSHER, we take great pride in both our craftsmanship and our customer care. In this case, we responded within hours, worked with you to find a solution that allowed you to continue enjoying the bag you told us you loved, and processed your agreed refund immediately. While we're genuinely sorry the third-party repair resulted in an exterior modification you weren't happy with, that outcome was unfortunately outside of our control.
We sincerely appreciate your support and wish you many years of enjoyment with your LUSHER collection.
