Tuesday, August 17, 2010

Adrien: It's cute though, right?

So, I have a ridiculously cute new bag and it's procurement is kind of a long story.

The seriously short version

Saks put this bag on sale for a ridiculously low price. Wait, No they didn't. Yes they did. It shipped. No it didn't. Oops, the price was a mistake and nobody seems to know what happened to my order. It's shipped. It's canceled. It's shipped. I'll find out and call you back. No I won't.

The crazy longer version

I'd ordered one for me and one for Marianne and our emails during the three week span of this process went something like this:

Me: We're getting the bags!

Marianne: Whee!

We're not getting the bags!


Me: I think we're getting the bags!

Marianne: YAY

Me: They shipped!


Me: Wait, they didn't ship!

Marianne: HOLD ME.

Overall, it was kind of a terrible experience. The price was apparently a mistake but my card got charged and the bags were supposed to have shipped, but didn't. Then the order was canceled but nobody could tell me that. I did six live chats. I finally called and found out that they weren't honoring the price and, while I was disappointed, I was not too surprised. What did surprise me is why after three weeks nobody else I dealt with had been able to tell me that. I never got any kind of cancellation notification.

But! Before you start gnashing your terrible teeth, there is a happy ending.  I'm delighted to tell you that Saks completely made this situation right again. I Twittered about my experience and was contacted by a senior manager. He made it all right in one awesomely fell swoop. He pulled all of my calls and chats, reviewed the situation, explained to me what had gone wrong and then re-placed the order for me. I am a happy camper and Saks has made me a customer for life. THAT, my friends, is good customer service.

And now, my new little buddy:

Thanks, Saks!

bag: Marc by Marc Jacobs Percy
dress: Old Navy


  1. Another example of social media's power!!

    Now tell us - how much was the bag? :)

  2. All hail Twitter!

    Seriously cute bag. Love the hot pink color.

  3. Oh, the power of Twitter! I've heard a few stories like this where Twitter was used to make things right.

    What did we ever do without social networking?!

  4. I love it! I'm dying to know how little you got it for.

  5. Hell yes!

    I don't know what's going on but customer service has gone to the dogs recently. In the past year I have been jerked around by so many people and the only thing that solved the issue was raising some serious hell or Twitter. It was their mistake and heck yeah they should've honored all purchases until the mistake was caught.

    And uhm yeah... what did you get the bag for? It's so cute!

  6. Carrying mine today! It's true love.

  7. ahah! That's almost criminal! You have the BEST Marc Jacobs luck ever!

  8. It is so cute! I love the color. Good for you for sticking to it and Twittering about it. Your persistence obviously paid off (and now your bag has a really fun story behind it, too).