Thanks Nine West

I have to admit, I thought the correspondence with Nine West over my tattered purse was over but boy was I wrong, and totally surprised.

(Nine West Refund Policy)

As I mentioned in earlier post, my intention was never to get a refund from the company because the refund policy on my receipt implied that I wouldn’t be able to get one. The only message I wanted to get across to Nine West was for the company to look into the quality of material it was using for the lining of their purse.

As a consumer, I find that customers give up on a brand because the quality changed for the worse.  As a loyal customer of nearly 15 years I couldn’t let this happen to Nine West. Their shoes are imperative to my eclectic style. What would I do if Nine West started to make crappy products? This is why I reached out to them in the first place, and then hounded them on Twitter so that they didn’t just ignore the e-mail I sent to them about the failing product. (see: Dear Nine West)

After a couple of letters and my refusal to mail the purse to the company’s quality assurance department on my dime, with the understanding that the company may or may not refund or replace the purse, or S&H, I thought it was best to just stick to the matter at hand. “I am not asking for a refund but I am asking that you reconsider the choice of material you use for your higher priced items like your purses.”

Thing is, the Universe works in mysterious ways…

The following is Nine West’s response to my last letter. (see: Taken Aback by Nine West)

Hello T.C.,

Thank you for contacting Nine West. I am in the quality control department of Nine West. Your email was forwarded to me and oddly I received the same color Austin purse in our office today with the same issue. 

We have not had any issues with the other 3 colors that we have so I'm hoping this is just a fluke. I know you are not asking for a refund but we would like to send you a reimbursement. This will be in the form of a Nine West gift card. 

You do not need to send the bag back to us. Please provide us with your mailing address and we will send the gift card to you. Please allow 2-3 weeks to receive this gift card. 

We appreciate you being a loyal customer!!

Now, isn’t that something? I immediately replied with my address and the following:

Thank you Nine West,

You are in fact the best.

You've really made my day!

I am happy to inform you that I have since received my gift card for the full price of what I paid for the purse, tax included. It came in the mail two days after I replied with my home address.

Nine West is truly the best brand for me.

Thanks Nine West!

Taken Aback by Nine West

Dear Nine West,

Thanks for your response. (see from Nine West) While I appreciate the effort Nine West is trying to make on figuring out if the purse I purchased is in fact a quality control issue, I must admit that I am a bit taken aback.

I do not want to purchase a box, and then go to the post office to stand in line, to ship off a damaged purse, and then wait three weeks for a decision in hopes that I get a gift certificate. The part that infuriates me is that the shipping is non-refundable.

Are there no other options?

I sent Nine West customer service pictures of the damaged purse along with the receipt, which shows that I purchased the purse on March 11, 2014 from store 7457 in New York City. (I've attached those photos again.)

Nine West, thank you for your offer in trying to resolve the damaged goods issue but as I previously mentioned a non-refundable shipping and handling disclosure is not something that I wish to agree to.

I figured getting a refund of any sort would be an inconvenient hassle that is why I stated in my initial email that I am not asking for one. “Now,I am not asking for a refund but I am asking that you reconsider the choice ofmaterial you use for your higher priced items like your purses.” 

Still a loyal customer of Nine West,

T.C.

*Not expecting another reply...case closed. *Update: 6.30.2014 - I was wrong. See: Thanks Nine West

From Nine West

Thank you for reaching out to Nine West. (see Dear Nine West)

We apologize for the dissatisfaction as well as any inconvenience you may have experienced with our product. We intend on always meeting your expectations and would like to make this an even better shopping experience for you. Please note the following so we can assist in rectifying your situation.

The merchandise should be within one year of purchase.

Upon receipt of your product, our Quality Control team will review the product and determine if there are any structural or quality problems with the product.

Reimbursement for the product will be in the form of a Nine West gift card only

The value of reimbursement will be determined by the receipt (if provided) or the last known value (if no receipt provided)

If the merchandise does not qualify for reimbursement, we will discard it unless you request otherwise.

*Please allow 3-4 weeks for us to properly view your return and make a determination.

We do not reimburse for shipping

Instructions for sending product to Quality Control for review:

• Kindly note that shoes must be wiped down and cleaned prior to sending

• Place product, including completed form (below), in box

• Wrap or tape carton securely.

• Please use a traceable method for delivery. In the event your package is lost during transit, we will be able to assist you with the tracking of your package.

**** Please note that reimbursement will be made in the form of a gift card only, no exceptions will be made for a check or refund back to credit card. Gift cards are not redeemable for cash.

Please fill out below form and send along with your return to the below address:

Nine West

C/O Quality Control

1129 Westchester Avenue

White Plains, NY 10604

Customer Name: __________________________________________________

Customer Address: _________________________________________________

City ______________________________________ State _______________________ Zip ______________

Home phone # _____________________________ Work phone _____________________________________

Email Address _____________________________________

Date of purchase ________________________________  Purchase Price __________________

Item brand ____________________________ Size of item ___________Color of item _____________________

Place of purchase ________________________________

Address __________________________________________________________

City ___________________________ State ___________ Zip ____________

Nature of Complaint _________________________________________________________________________

Again, our sincere apologies for any inconvenience we have caused.

Sincerely,

Nine West Customer Service Team

*My response: Taken Aback by Nine West

Dear Nine West

Rattled Purse

(Rattled Purse)

I have been a loyal shopper of your brand for the last 15 years. Almost, every other pair of shoes I own are from Nine West. You have the most comfortable and stylish footwear for my eclectic fashion sense.

In March, I purchased a purse from one of your stores in New York City. After two weeks the purse started to fall apart. I was going to ask for a refund but your return policy stated that I couldn’t.

It’s a lovely purse on the outside, but the inside is falling apart at the seams. (Photos attached) 

($100 Purse)

I’ve tried to piece it back together by sewing it but I later realized that the material that the interior is made of is fragile, too fragile for anything of considerable weight that the average woman would carry around.

The purse was $99 plus tax. This is more than what I would usually pay for a purse from Nine West but it was a birthday treat to me. 

Now, I am not asking for a refund but I am asking that you reconsider the choice of material you use for your higher priced items like your purses.

Sincerely,

Your loyal customer.

*Emailed to company: 9W Response (see From Nine West)