Fasten your seat belts because I have a story for you. Picture this… it was March 2012 and my STYLISH friend was in New York for her birthday and decides she’s going to hunt for the perfect handbag which means starting at Bergdorf Goodman, see didn’t I tell you she has STYLE? She walks right into Bergdorf Goodman and instantly spots her ‘IT’ bag, it was a Tom Ford black leather zipper bag that you might have seen Jennifer Aniston photographed carrying a brown leather version. So my STYLISH friend buys the nearly $4,000 Tom Ford bag and hold on because the story is just getting rolling, in April lets just put it politely – the bag’s tassel screw came undone. It came undone a few times and each time she would have to retrace her steps and search for a tiny screw. She calls Bergdorf Goodman to inform them that the bag she bought back in March 2012 at their store was having ‘issues’ and are you sitting down???? Bergdorf Goodman’s reply was “take it to your local cobbler and let them see if they can repair it”…. yes Bergdorf Goodman wanted her to take her nearly $4,000 NEW Tom Ford bag to some cobbler… She decides to contact Tom Ford in NYC and emailed them and within 5 or so days got a reply with a contact name of Joe & his email address. She emails Joe and telling him the story and letting him know that despite the ‘issue’ she loves her bag and wants to see if they can repair it so that the screw doesn’t keep coming loose. Joesaid “please ship back the bag and let us take a look at it”… She boxed up the Tom Ford bag mailed it that cost her over $200 to ship and insure. During the waiting period I said to her wouldn’t it be so STYLISH if they repaired your bag and then as a “I’m really SORRY for your inconvenience” threw in a stocking stuffer, you know like a tube of lipstick, a bottle of perfume, eye shadow case, foundation, a pair of sunglasses or even a smaller matching wallet, you know just anything. So within a week the package from Tom Ford arrives and my friend opens the package to a short but sweet note from Joe and are you still sitting down??? Nothing else…… To re-cap this nearly $4,000 Tom Ford bag was purchased in March and by April it was having ‘issues’, Bergdorf Goodman told her to take it to her local cobbler and Joeat Tom Ford failed to live up to the word ‘customer service’…. That’s the story in a nutshell. I’m a HUGE believer in customer service and believe me Tom Ford’s headquarters has enough stocking stuffers to choke a horse so why Joe didn’t even include a little something something well let me put it as sweetly as I possibly can… ‘sucks’. I would be willing to wager a hefty bet that if my friend was oh say some Hollywood A list celebrity (Jennifer Aniston) they would have bent over backwards to kiss her booty and those stocker stuffers oh honey those stocking stuffers would be abundant.
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