PEGAI Recensioni 5

I have purchased a leather bag for approximately €500, including taxes and customs duties.

After receiving the item, I was contacted by customer support regarding feedback on the product. I then provided photographic evidence of several issues that were not expected for a new item:

visible stains on the interior leather
misaligned stitching on the magnetic closure
a visibly dirty protective cloth included in the packaging

Following this, customer support initially acknowledged the issue and offered a resolution (replacement of the defective product).

However, later in the process, the position changed because if the item were qualified as a manufacturing defect, that would require a refund without returning the item. This was inconsistent with the initial resolution offered, where a replacement had been presented as an option after acknowledging the issue.

Given the international nature of the order, returning the item would result in non-refundable customs duties and VAT, which amount to approximately 42% of the product value, and to be honest, I stopped believing that I would receive the refund after I sent the bag.

As a result, no practical resolution was reached.

Overall, the product did not meet expected quality standards, and the resolution process for an international customer did not provide a satisfactory or viable outcome.

This is a bit of a longer story, sorry for that but I think it is important.

I ordered the highly self celebrated Flora bag which arrived on 30 June, but wrong size (can happen, we all make mistakes). I told them, had to send pictures etc. The inlay (the insert for bottom) was the size I ordered though. So the whole order was mixed up. I sent it back with the provided label. Then they said they cannot find the inlay (I wrapped it exactly the way I got it). After back and forth (mind you, I must have wasted 2 hours already) they said they will send the right size (after having found it). I pointed out that I should NOT pay for customs nor VAT as I already did and it was their mistake. Promise from their side: Of course not, we will send it as gift or will reimburse you should you have to pay. Parcel arrived, I had to pay VAT and customs! I complained and said this whole experience is a nightmare, I will send it back as I am absolutely not happy with the whole experience and I would like to get reimbursed for customs/VAT. I sent the bag back and they said bag is reimbursed. It wasn't! I had to chase again. After another 3 hours of wasted time, they finally reimbursed me but customs still no news. I had to push and push. Their lame reply?

"We completely understand your frustration and sincerely apologize for the repeated back and forth on this. We followed up again with our team, and unfortunately, they were only able to refund the amount that was recognized by our system — the payment we received for the Flora bag. They weren’t able to refund beyond that amount.

I know this isn’t the outcome you were hoping for, and I’m truly sorry for the inconvenience this has caused."

So basically, @Tanner.Leatherstein who is criticizing and feedbacking the big brands can't even have a system to reimburse a customer for a mistake HIS company makes? Maybe it's time to clean in front of your own house instead of saying what others do wrong! I used to like your channel but this is over now.

I bought the tote bag Sharon in February for about 450€. After about 2 months, one side of the bag looked noticeably different than the other side: the handles of the bag seem to pull up the outer leather layer which results in a very big and broad fold just on the upper edge of the bag. This only happens on one side, even though the handles look absolutely the same and are placed in the same spots.
I claimed this as a defect with pegai, hoping to get a replacement or refund or repair.
They answered me saying that this is a normal characteristic of a leather bag - leather sags over time - they did not give a satisfactory answer as to the mystery why this only happens on one side of a symmetrical bag... I suspect that one side is re-enforced and this was somehow forgotten on the other side during production. Also they said that this is caused by weight in the bag. The Sharon bag is a large tote and I usually carry in it purse, keys, phone and sometimes a coffee thermos (small!) - all in all perhaps 1kg. I do not think that this weight is too much to ask for a large leather tote in an office style.
Except for this ugly big fold, the bag is really great. I am super disappointed b/c I wanted to invest in a durable, well-made product and wanted to support a small company. Now, I have a very expensive bag that looks like something out of a cheap fake-leather factory.
I think their answer to my claim is dishonest. I will go back to buying from established brands like Longchamp where the price point is similiar, but the last bag from Longchamp lasted me 12 years w/o any strange leather sagging.
Claudia

Bought an item on their site. Arrived quickly. Returned it and I still did not get my money back. The customer service was very fast on asking why I would return the item and answered my emails regarding the return swiftly. After I returned the item I get no more answers and the money is still not back (now a month). Happy to have payed via PayPal so I have a chancy on getting my money back.

Pegai customer service made a repeat customer out of me. Great products and amazing service!