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Briefcase porn thread - Page 104

post #1546 of 1883
If it means anything, re: their business acumen generally, Swaine Adeney Brigg is now located in a small store in Piccadilly Arcade having moved from a 2 story flagship on St. James St. Was in there yesterday after my haircut in the arcade and the employees were knobs, and their website sucks a nut .

I'd buy at Cleverly or Dunhill over SAB any day.
post #1547 of 1883

I was rather surprised with my experience with them because I have always had a good result dealing with British merchants. What makes it harder is that I live in the United States. It's so much easier to deal with these kind of problems when you can walk into the store. I've heard good things about Dunhill--I might try them next! Thank you.

post #1548 of 1883
Quote:
Originally Posted by munshpe View Post





Just wanted to chime in as a thread lurker (did I post my personally beloved but seriously outclassed here M&W Traveler way back?) that what still amazes me about munshpe's SAB experience above is that - as described - the manufacturer doesn't care. We're not just talking about a retailer selling a product by one of dozens of manufacturers that they carry, but this is the manufacturer+retailer, it's their own in-house product and reputation. They aren't embarrassed that something like this left their store and landed in a customer's lap? How the hell did this pass quality control?

Just in case they read this, or maybe another manufacturer might and take note), if I see your product as purchased by someone else with clearly a glaring problem on your part I have just written you off, quite possibly for good and forever. Especially if I don't see you jump through some hoops to straighten it out at your expense and even go a little above and beyond for the customer who got screwed. Even a no-hassle replacement still doesn't get you back the lost customer satisfaction from the first go-'round.

My marketing team would describe it as not only having lost a "brand hero" - someone who will go out in the world and trumpet our product - but having actually created, by our own actions, a negative player. We would want to right the wrong so overwhelmingly well that the customer would actually trumpet the bad experience+recovery as a win. Indeed, we often say that when our customers have problems - our fault or otherwise - it's our biggest opportunity to shine

A purchase of a big time briefcase is on my horizon. For me, not only will the cost will be a big deal but I will spend a lot of time and invest a lot of emotion into the purchase. If you as a manufacturer think it's anything less than galling that I as a customer might get stuck with this then you're not going to get my time or money. Sure, I'm probably not their target market, but I bet the little aspirational purchasers like myself are more skittish about these things individually and possibly add up to more business by volume.

As an aside, yes, commentary like this on the internet can be brutal and run wild, but it's no less different in person. If I was in munshpe's shoes, I might be showing off my briefcase, but I'd make a point to anyone who would listen to show the inside and probably say "I guess I got lucky that it wasn't worse." I'm willing to revise this if the situation changes, but as the story reads so far, SAB just left my wish-list.
Edited by razl - 9/7/13 at 9:13am
post #1549 of 1883

For a somewhat opposite experience, check out The Sawyer Cabinet Co.  Apparently someone was dissatisfied with their briefcase and Chris took it back and is offering it as a "factory second" (which was quickly sold, it seems, because, frankly, the flaws look pretty minor).

 

http://thesawyercabinetco.tumblr.com/

 

I don't know if Chris is still in the briefcase-making game.  I know some people here have gotten gorgeous briefcases from him, and I am expecting one soon (I'll post a review).  If you are considering a handmade, made in the USA briefcase, it may be worth checking out.

post #1550 of 1883
Quote:
Originally Posted by Septimus View Post

For a somewhat opposite experience, check out The Sawyer Cabinet Co.  Apparently someone was dissatisfied with their briefcase and Chris took it back and is offering it as a "factory second" (which was quickly sold, it seems, because, frankly, the flaws look pretty minor).

http://thesawyercabinetco.tumblr.com/

Yep, that's the way to do it. Kudos to him for making his customer happy and turning the situation into a plus for yet another customer.

I sympathize with the small manufacturer that even a single item return/loss can make a real difference, but if you want to win and grow customers this is how you turn those little problems into seeds that grow into wins over the long term. I'd wager that SAB handled things similarly when they were small and growing, too bad it seems they've forgotten it along the way.
post #1551 of 1883

SAB finally got back to me. The person that I was dealing with claimed that they were out of the office and could not get back to me sooner, but this person  modified their inaccurate Westminister 3 description on their website within hours of me e-mailing them about it. As previoulsy stated, the dimensions for the case listed on their website were wrong and they claimed it came standard with pockets, which it did not. This person gave me two options: 1. Return the briefcase with the horrible stain at my own expense and they would make me another one WITH pockets with no charge for the pockets. They didn’t offer free shipping back to me in the United States. 2. Keep the current defective briefcase and they would give me a “goodwill” charge back to my credit card of 300 pounds. I choose the second option because I had no faith that a new briefcase would be any better than the one I received, and I didn’t think that I should have to pay shipping costs to return a defective handmade item that had an incorrect description. I’ll definitely buy British products again, because in my opinion, the British do it better than anyone else, but I’ll never deal with SAB again. I would not be surprised if my posting on this forum had something to do with the offer I received (such as it was). I promise that my furture posts will be happier ones--this was an atypical experience for me. Thank you.

 

PS-- take a look at the picture that I previously posted. This is what SAB had to say about the stain (unbelievable): "I have forwarded the image to our quality control who have reported back that the mark on the inside of the lid is a marking in the leather as opposed to a manufacturing defect."


Edited by munshpe - 9/7/13 at 12:27pm
post #1552 of 1883
That sucks. At a minimum they should have offered free shipping back and forth. Sounds like SAB is going downhill.
post #1553 of 1883

Thank you.


Edited by munshpe - 9/7/13 at 12:15pm
post #1554 of 1883
Quote:
Originally Posted by SHS View Post

That sucks. At a minimum they should have offered free shipping back and forth. Sounds like SAB is going downhill.

+1. I find it amazing that someone, anyone at SAB HQ didn't open their wallet and cough up the $100'ish (or less?) dollars to pay for the return shipping. The couple of messages above, soon to be Google'd forever, will cost them magnitudes more.

Imagine instead that the resolution had been "We're sorry, that should have never arrived to you in that condition. We're SAB and prideful of our reputation and we don't let that happen to our customers. We'll pay for your return shipping, happily make you one with the pockets that we described and you were expecting, and rush it back to you asap. Additionally, we're going to credit you a token amount not only for the hassle but for assisting us in pointing out a glaring error on our site that might have affected others as well. That sort of customer input helps us serve customers like you better and we appreciate it." And, seriously, how much more in real dollars would that have cost them? They could have skipped the office doughnuts for the week or docked the asleep-at-the-wheel quality control person to cover it.

With a post like that, Munshpe would have gushed, SAB would have probably gained a loyal customer and garnered a following of people nodding "I like businesses like that. They're at the top of my shopping list because I know, if something goes wrong, they aren't going to screw me".

Too bad for them.
post #1555 of 1883
Quote:
Originally Posted by munshpe View Post


PS-- take a look at the picture that I previously posted. This is what SAB had to say about the stain (unbelievable): "I have forwarded the image to our quality control who have reported back that the mark on the inside of the lid is a marking in the leather as opposed to a manufacturing defect."

In that case, that piece of leather should never have been used.

If it were in a place that was to be covered by the pigskin suede inner lining, then that would have been fine, but given that it was on the inner side of the opening flap, and that it would be clearly visible anytime that the flap was opened, that piece should have been discarded and a different piece used in its stead.
post #1556 of 1883
Quote:
Originally Posted by munshpe View Post

SAB finally got back to me. The person that I was dealing with claimed that they were out of the office and could not get back to me sooner, but this person  modified their inaccurate Westminister 3 description on their website within hours of me e-mailing them about it. As previoulsy stated, the dimensions for the case listed on their website were wrong and they claimed it came standard with pockets, which it did not. This person gave me two options: 1. Return the briefcase with the horrible stain at my own expense and they would make me another one WITH pockets with no charge for the pockets. They didn’t offer free shipping back to me in the United States. 2. Keep the current defective briefcase and they would give me a “goodwill” charge back to my credit card of 300 pounds. I choose the second option because I had no faith that a new briefcase would be any better than the one I received, and I didn’t think that I should have to pay shipping costs to return a defective handmade item that had an incorrect description. I’ll definitely buy British products again, because in my opinion, the British do it better than anyone else, but I’ll never deal with SAB again. I would not be surprised if my posting on this forum had something to do with the offer I received (such as it was). I promise that my furture posts will be happier ones--this was an atypical experience for me. Thank you.

PS-- take a look at the picture that I previously posted. This is what SAB had to say about the stain (unbelievable): "I have forwarded the image to our quality control who have reported back that the mark on the inside of the lid is a marking in the leather as opposed to a manufacturing defect."

So this thread doesn't completely become overtun with anti-SAB sentiment - I will just add that I recently had a case made by SAB that was absolutely fantastic - in fact arguably better constructed than one I got from them a few years earlier. Yes, the service can be brisk, but the outcome was excellent.

With regards to return shipping - was it categorically stated by SAB that you will need to pay the expense of shipping to them, and the expense of shipping the replacement case to you? Whilst I am sure we would like perfect customer service from every business we encounter - sometimes you have to push a little to get what you want, and need to prompt them to cover these charges as well...
post #1557 of 1883
Quote:
Originally Posted by Journeyman View Post

In that case, that piece of leather should never have been used.

If it were in a place that was to be covered by the pigskin suede inner lining, then that would have been fine, but given that it was on the inner side of the opening flap, and that it would be clearly visible anytime that the flap was opened, that piece should have been discarded and a different piece used in its stead.

It does look like it's just a natural occurrence in the leather (at least in the picture) - but, at SAB prices they should not be using anything less than pristine premium hides.
post #1558 of 1883

I was blind to buy this bag years ago from a local store in Malaysia called House of Leather.

First, I bought a Kauffman black leather briefcase which is supposed to be from Germany (which I doubt it now). This black leather briefcase hold up pretty well except the metal are getting a bit rusty.

However, I have only used the second brown bag with the same brand Kauffman for a few months, and the leather started to crack and falls apart. Even the metal zipper is broken. I am very disappointed and I have decided to throw it away and start using my Satchel from Tanner Alley Leather.
post #1559 of 1883


Now I think it could be fake leather.
post #1560 of 1883

I feel so cheated.
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