Back in January, I needed a black purse for my father-in-law’s funeral. I found one at Costco that, well, I wasn’t sure it would hold up well past a year but it was certainly not expensive given that it was leather and it was big enough for traveling. Good enough. I needed one immediately. I was glad to have it.
There was some fraying on the straps ten days later.
One simply came unglued at five months.
All the more incentive to get my Charlotte Ronson knitting bag rehabbed, and I did that, but meantime out of curiosity I looked up Kooba. One of my daughters had a Kooba bag that was a very nice leather, well designed, which was part of why I’d bought the one I did. Hers was similar to this one and it was made to last a long time.
Their website said they warrantied any bag bought at a full price outlet for one year.
So I sent them a question: did Costco count as a full price outlet? (I mean, I’d paid a tenth of the list on that other and I’d expected going in that I was only going to be getting what I’d paid for.) My guess was the answer was going to be no, and reasonably so.
The person who usually dealt with such customer inquiries was out on a medical emergency. Which I found out when the vice president of the company personally stepped in after a few weeks and asked if anything had been done yet?
Actually, no it hadn’t (but then I hadn’t been expecting anything.) He explained the delay, apologized, followed up with several emails–
–and today this showed up in the mail. (Picture taken after the paper stuffing came out.)
It is the same as the one I bought–except that the leather is better.
They really didn’t have to do that. But I’m very very happy they did.
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Talk about taking care of your customers!
I’m happy for you.
Comment by Suzanne in Montreal 08.22.18 @ 7:26 amLeave a comment
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