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Complaint Details
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Initial Complaint
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a brand new purse via *** from Brahmin on November 9, 2023. The purse had several defects, so I called customer service. I was told that I would have to take the box to return it in to a *** place.Now, I have a big problem with that. They made the defective purse and sent it to me. The defects on the purse are not my fault. I am handicapped in a wheelchair, so I am not able to take it to a *** place. I live alone, so I will have to find someone to take it for me.Needless to say, this is a huge problem for me, and I did not make the defective purse and send it out.I asked if they could have *** pick it up, but they said thats not possible in my area. What??? Why not??? This situation is totally unacceptable and unfair to me. Brahmin has just lost a customer. This was to have been my birthday present. So much for that!
Business response
11/15/2023
At Brahmin, we strive to offer the highest level of service to our customers. ************** *** did not provide our agent with the option of requesting a pickup at this customer's location. While looking into a viable, alternative solution we have found that the customer sent the handbag back to us. It was received in our warehouse on Monday and the customer was refunded promptly. Our sincere apologies that our carrier was unable to accommodate the request.Customer response
11/15/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
An apology after the fact is too little too late. Your attitude towards this issue and the fact that your quality control is severely lacking has caused you to lose me as a customer. And I own dozens of ********************** pieces. You've lost someone who's been a Brahmin fan for 20 years.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
06/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My sister, ****************** purchased the ******************* ***** ********* Cross Body purse for my husband as a gift to me on 3/9. It was given to me on my birthday 4/5. This is Item# Q86170800778 under Invoice # ******** in the amount of $227.90. On 5/31 I sent an email to Brahmin informing them that I received a defective product and would like a replacement. The purse has threads that are pulling apart on the purse at the seams. They responded by stating that since I hadn't registered the purse within 30 days, they were unable to assist. They said that I could pay to ship it back and pay for repairs. Since it is a poorly made product, they should pay to return the purse and exchange for a quality purse. Attached is a picture of the purse, Invoice and email correspondence with Brahmin.Business response
07/06/2023
Brahmin takes pride in the quality of our products, and we are sorry to hear that this customer had a disappointing experience. While this style is unfortunately out of stock,we would be happy to issue a refund upon return and offer recommendations for another item. We have issued a prepaid return label to expedite the process and look forward to working with this customer to resolve the issue.Initial Complaint
02/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 1/4/23 I sent in 2 items to be repaired. A leopard ******** and a vintage key fob. The ******** was returned. The key fob was not. Upon calls and calls someone finally called me back on Monday asking me to send a photo of key fob. I had already sent in numerous photos before sending it in and while questioning its whereabouts. Upon calling I have been insulted by you paid what? Are you crazy? For an exclusive brand they should be proud their retired product bring such demand. Then Monday afternoon 2-6-23 I received a email stating that my repair was being returned not repaired but returned. The same day I was asked to send a photo. Then latter in the week Wednesday I believe, I received a email saying that they could not find it offering a new fob worth less than half of what I paid my fob in replacement.I called she said her boss said that is the best they could do. By filing this I am giving them a chance to make this right. I have other testimony from other people on how they have been done by the repair department. Sending in a wallet that she was told would be double stitched, instead no stitching, touched up with paint that doesnt match. Bags sent in that were not processed. Missing items . Time you fix some issues.Business response
02/13/2023
The customer sent in both a handbag and a vintage key fob for us to repair. Unfortunately, when we opened the package, the key fob that was included went missing. The team carefully searched for the missing item but were not able to find it. As a solution, we offered the customer a new product. Understandably, this was not a solution the customer felt comfortable with. During this time, the team did locate the **************** for the lost key fob with the intent to replicate the item to the best of our ability. Additionally, we will include another key fob from that same season. We spoke with the customer expressing our sincere apologies for the situation and let her know that we will be sending her these two items as soon as possible.Customer response
02/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I wish they would have offered me the option to purchase the keychain clip to add to the fob. But as long as I get a vintage fob not a new **** I am pleased
Regards,
*************************Initial Complaint
11/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered the Medium ***** Pixie Dust ********* on October 5, 2022. The cost was $347. 25 with tax. I received the bag and opened the box to make sure the right handbag was received but I left it in the plastic and the original box. On October 28, I initiated a return and made sure the bag was still in its plastic and original box before taking it to my local *********** Brahmin included a prepaid label but I was unable to print it at home. I watched the clerk place the prepaid label on my box. On November 3, 2022, I received an email from Brahmin **************** advising me that they received a pair of sneakers instead of a handbag and that they would shipping the sneakers back to me. The sneakers were brand new, and certainly not in the box I used to send the handbag back in. I was able to look at the original *** label still on the box and see who originally ordered the sneakers; I sent a text to the number on the label. The original recipient lives 20 minutes away & was using the same *** location to return the sneakers with a prepaid label. Somehow, the labels were switched, but he does not have the handbag. It is lost and appears the mistake was made at the local ***, but Brahmin has declined to file a claim with ***; I am unable to make a claim as the label was prepaid by Brahmin.Initial Complaint
06/19/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I received an item that I would like to return, ordered June 1st. The web page says they do not recognize my order number , which is on my receipt from brahmin, so I cannot go further. I have same problem when I try to go straight through returns on web site. I have been on hold four different days for at least 25 minutes each time to speak with customer service. I I just want someone to speak with me so I can return item.Initial Complaint
06/15/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a purse from them and i am not pleased with the purse at all. The total of the purse was ******. It did not say final sale when i ordered it. I called and spoke with 2 representatives and they were very rude and said there is nothing they can do. I would like a refund because why should i keep a purse that i am not pleased with and it was ******
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