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Bottega Veneta: Horrendous customer service

mr. gieves

Jul 18, 2007
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just wanted to tell a little tale of Bottega Veneta's horrendous customer service and maybe warn others:

Bought a credit card holder in one of their stores in Italy for roughly 330 USD. The sole purpose of this credit card holder is to protect cards, nothing else. After a few weeks of use my cards were damaged (see photo), but I blamed a faulty ATM. Had the card exchanged. Then it happened again, this time with a metal card. Had the card exchanged again. When the third card was damaged, I realised that the problem was in the wallet: there's no lining inside the push-button, so every use of the wallet damages the cards.



Wrote an e-mail to Bottega Veneta with a photo attached. They told me to bring the wallet to one of their stores. There, a sales rep took a photo of the damaged card and the wallet. Then I didn't hear anything for a few weeks.

Wrote another e-mail to Bottega Veneta. They told me to come to their store again. Another sales rep took another photo and told me that my wallet would be sent to their "atelier" in Milan. This would take up to 12 (!) weeks.

After about 4 weeks I received a call: they checked the wallet, there's nothing wrong with it. This is "expected behaviour". They could fix the issue, but this would cost me another 220USD. Of course, I declined.

They just sent back the wallet (3 weeks later), unrepaired.

Now, when I bought a Bottega Veneta wallet, I bought it because I wanted something nice, solid craftsmanship and good customer service. I got nothing of that. What I got was a wallet for 330USD that I can't use because it does the exact opposite of what it's supposed to do: it damages cards when it ought to protect them.

Last time I bought something from Bottega Veneta.

Any advice on what I could do except for spending another 220USD?

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