Ordered the mini cobble satchel, but when I received my order, the mini calton satchel was in its place. I contacted customer service to inform them of the mistake to which they were very responsive and apologetic. They said to return the calton satchel and they would be happy to send me the cobble in its place. I requested a prepaid shipping label in order to do this as I already paid $26 for shipping when I ordered the bag since I’m in the US and because it wasn’t my error. Customer Service explained they couldn’t provide this since it was purchased international. This was very frustrating to me since as I stated I had already paid $26 for shipping and it wasn’t my mistake. I responded with this to which they then offered to reimburse me for the shipping. To be honest, I wasn’t satisfied with this as I was assuming all risk in having to send it back and pay the shipping with nothing to show for it other than them in good faith saying they would send me the correct bag once my bag was returned and received. I had no clue how much it was going to cost me to have to ship the bag back internationally. The email didn’t even include how they would go about reimbursing me…would I just send them the receipt for the cost and then they would credit my card…I had no idea? In my opinion, and based on other customer service experiences I’ve had with other companies, I feel like they should have immediately shipped the correct bag out and provided the confirmation and tracking information for that. They then should have provided me with a way to send the incorrect bag back (since they do sell internationally…if you’re going to have international customers then you should have procedures in place to accommodate errors when they happen). They should be the ones assuming the risk, i.e. if I were to not the send the bag back and then essentially I’d have two bags when I only paid for one…if that were to happen then they could then have charged my credit card for the bag that wasn’t received. In this case, the bags were identical in price too. Anyway, didn’t feel comfortable paying for shipping out of pocket and then sending a bag back and being left empty handed. This is a very reputable company, so I’m sure they would have sent the correct bag once they received the incorrect one back, but I still just didn’t feel comfortable doing that. Ultimately decided to just keep the calton. It’s still a beautiful bag too! It’s very timeless and such good quality. Gave a 3 star rating just because I’m indifferent since I didn’t technically receive the cobble and because I was not happy with the customer service experience. The calton is beautiful and so far the quality seems very good. I always like to test the zippers and they’re like butter! Can’t wait to start using it more this fall!
