Luxury fail

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Australian jeweller Sarina Suriano and her stonemason husbandoel Keating recently returned from a two and half year stint in London. In early December they also welcomed their first child, Stella. On December 17th, Keating went to Double Bay luxury shoe emporium Cosmopolitan Shoes to purchase a special Christmas gift for his wife: a beige pearlised patent leather YSL wallet from the Y-Mail collection. Keating reports that he was initially disappointed that the wallet wasot packaged in a YSL box, as seen elsewhere (although it’s unclear if this was from YSL-owned stores). Instead, the $1,100 wallet was wrapped in what he describes as a “scruffy” YSL dust bag. On Christmas Eve, Suriano opened her gift. After her initial elation, she was disappointed to turn the wallet over and discover a small split in the leather on its back – something that Keating evidently hadot spotted. After phoning Cosmopolitan Shoes to ask for a replacement, the duo returned the wallet to the store on December 30th and a replacement wallet was duly handed over. They accepted it and left the store. According to the Suriano-Keatings, the wallet remained untouched in its dust bag in their bedroom over the following three days. If only it had stayed there. On January 3rd, over the course of a day’s shopping trip with a friend, Suriano says that sheoticed the fabric banding around the zip of the wallet starting to fray. She opened the wallet to take a closer look and reports she spotted one jagged corner of the credit card holster immediately adjacent to the frayed banding, which, she surmised, had contributed to the fraying. Exacerbating the problem: the credit card holster was, says Suriano, quite tight, making it difficult to remove cards, with cards becoming hooked in the banding as Suriano removed them. Later that day, Suriano reports that she alsooticed a dark mark had appeared on the back of the wallet, which, she insists, had remained in her handbag all day. Attempts to clean the mark proved unsuccessful as it appeared to be ingrained in the leather. All of these alleged faults have been documented in this series of photographs above and below, supplied by Suriano and Keating. On January 7th, Suriano and Keating contacted the store again to ask for a full refund. They were told that someone would call them back. They report thatoone did call them back. So on January 9th, they turned up at the store to ask for a full refund. There was a dramatic contrast in the reception they received this time around. On this occasion, reports the duo, they were accused of scuffing and overfilling the wallet and then bringing it back for a refund. The situation deteriorated. Over the course of the exchange, says Suriano, it was suggested that the matter might be referred to YSL parent GuccWe Group, with Surianooting that she believed GuccWe Group would definitely want to know if something wasot right with their product. Suriano and Keating claim that at this point, Cosmopolitan Shoes director Rose Ghosn screamed at them in front of other customers and various staff members, calling them “pedantic, insecure, paranoid customers that pick a tiny fault in everything”, adding to Keating, “Obviously you couldn’t afford the wallet andow you want a refund.” Undeterred, Suriano and Keating contacted YSL Paris, a representative from which instructed them (in correspondence sighted by frockwriter) that Cosmopolitan Shoes should have followed the company’s “Quality process”, with a view to initiating a “Quality examination procedure”. The rep told Suriano and Keating that he would contact Cosmopolitan Shoes. According to YSL correspondence, the company contacted Cosmopolitan Shoes on January 18th instructing the company to provide a full refund. Over the course of the following week, YSL states that it sent “daily reminders”.According to Suriano and Keating, Cosmopolitan Shoes failed to contact them to inform them that a refund was due. Theirume
Australian jeweller Sarina Suriano and her stonemason husbandoel Keating recently returned from a two and half year stint in London. In early December they also welcomed their first child, Stella. On December 17th, Keating went to Double Bay luxury shoe emporium Cosmopolitan Shoes to purchase a special Christmas gift for his wife: a beige pearlised patent leather YSL wallet from the Y-Mail collection. Keating reports that he was initially disappointed that the wallet wasot packaged in a YSL box, as seen elsewhere (although it’s unclear if this was from YSL-owned stores). Instead, the $1,100 wallet was wrapped in what he describes as a “scruffy” YSL dust bag. On Christmas Eve, Suriano opened her gift. After her initial elation, she was disappointed to turn the wallet over and discover a small split in the leather on its back – something that Keating evidently hadot spotted. After phoning Cosmopolitan Shoes to ask for a replacement, the duo returned the wallet to the store on December 30th and a replacement wallet was duly handed over. They accepted it and left the store. According to the Suriano-Keatings, the wallet remained untouched in its dust bag in their bedroom over the following three days. If only it had stayed there. On January 3rd, over the course of a day’s shopping trip with a friend, Suriano says that sheoticed the fabric banding around the zip of the wallet starting to fray. She opened the wallet to take a closer look and reports she spotted one jagged corner of the credit card holster immediately adjacent to the frayed banding, which, she surmised, had contributed to the fraying. Exacerbating the problem: the credit card holster was, says Suriano, quite tight, making it difficult to remove cards, with cards becoming hooked in the banding as Suriano removed them. Later that day, Suriano reports that she alsooticed a dark mark had appeared on the back of the wallet, which, she insists, had remained in her handbag all day. Attempts to clean the mark proved unsuccessful as it appeared to be ingrained in the leather. All of these alleged faults have been documented in this series of photographs above and below, supplied by Suriano and Keating. On January 7th, Suriano and Keating contacted the store again to ask for a full refund. They were told that someone would call them back. They report thatoone did call them back. So on January 9th, they turned up at the store to ask for a full refund. There was a dramatic contrast in the reception they received this time around. On this occasion, reports the duo, they were accused of scuffing and overfilling the wallet and then bringing it back for a refund. The situation deteriorated. Over the course of the exchange, says Suriano, it was suggested that the matter might be referred to YSL parent GuccWe Group, with Surianooting that she believed GuccWe Group would definitely want to know if something wasot right with their product. Suriano and Keating claim that at this point, Cosmopolitan Shoes director Rose Ghosn screamed at them in front of other customers and various staff members, calling them “pedantic, insecure, paranoid customers that pick a tiny fault in everything”, adding to Keating, “Obviously you couldn’t afford the wallet andow you want a refund.” Undeterred, Suriano and Keating contacted YSL Paris, a representative from which instructed them (in correspondence sighted by frockwriter) that Cosmopolitan Shoes should have followed the company’s “Quality process”, with a view to initiating a “Quality examination procedure”. The rep told Suriano and Keating that he would contact Cosmopolitan Shoes. According to YSL correspondence, the company contacted Cosmopolitan Shoes on January 18th instructing the company to provide a full refund. Over the course of the following week, YSL states that it sent “daily reminders”.According to Suriano and Keating, Cosmopolitan Shoes failed to contact them to inform them that a refund was due. Theirume

Luxury not