Bag & Baggage Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I need to find the receipt. I save every receipt, so I know I have it

To whom it may concern, I'm writing concerning the dispute between a customer and Bag & Baggage, ID# ***. The
customer brought a suitcase into our store for a handle repairThe handle had been torn on one side making it incapable to carry the luggage. We told the customer we could repair the damage and that we would call him as soon as the repair was complete. We repaired the luggage as he requested. We called the customer and he came into the store and picked up his luggage. Everything was fine. Six (6) months later he returned to the store with the same luggage and showed us a broken handle, with no receipt. We took the bag in, and told him we would look at itHowever, after we examined the bag, we noticed the damage was on the other side of the handle. The side we had fixed was still fixedIt was not the same side we had repaired. We explained this to him and told him we would repair the other side of the handle for him anyway, as a courtesy, and at no chargeHe agreed the repair was done on the other side of the handle but did not want to pay for this new repairBecause of our holiday season, we were not able to repair the bag as quickly as he wanted, the customer repeatedly called us asking when it would be readyHe came in and took his unrepaired bag, without saying anythingWe have been in business for over years and we are a very reputable businessNone of us here would EVER tell a customer to pick up his bag or we are throwing it out. We treat our customers with respect at all timesWe would have been happy to repair this handle (the other side) without charge as a favor, but we couldn't get it done as fast as he wantedWe can not refund his repair charge because the side that was broken was fixed correctly and we also never saw a receiptThank you--

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is not correct.  It was CLEARLY the same side of the handle.  It was *not* repaired correctly the first time, that is why it broke again.  The suitcase was *not* used until 6 months after the "repair" - that's why I took the suitecase back 6 months later - it broke the very next time it was used.  And yes, I was told to come get it or they would throw it away - why would I make that up?  I want my money back for the intial "repair" as it was not properly repaied.  End of story.  A company in business for 50 years can certainly agree to a refund for servives NOT provided.  Thank you.

This is the follow-up to Complaint #1[redacted]       We took the word of the customer that it was repaired by us originally, but if he wants a refund, we do need to see a receipt please. Thank you.   --- [redacted]
 
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Review: Last year I took my suitcase to Bags and Baggage for a standard repair. The handle had become unattached on one end. I retrieved my suitcase and it appeared to be fixed. Months later I used the suitcase for a vacation. The handle had not been repaired; it was simply tucked in on the one side. It immediately broke again. I took the suitcase back to Bags and Baggage. They refused to correct their improper repair of the handle. They told me to either come and get my bag or they were going to throw it away. This comment stemmed from my insistence that I not be charged a second time for the repair, as it was clearly not repaired the first time. Plus they had my suitcase for 2 months before they called me to tell me they would not repair it at no charge.Desired Settlement: I want my $35.90 refunded to me, as all they did was put a "pop rivet" in the handle and not actually repair it.

Business

Response:

To whom it may concern, I'm writing concerning the dispute between a customer and Bag & Baggage, ID# [redacted]. The customer brought a suitcase into our store for a handle repair. The handle had been torn on one side making it incapable to carry the luggage. We told the customer we could repair the damage and that we would call him as soon as the repair was complete. We repaired the luggage as he requested. We called the customer and he came into the store and picked up his luggage. Everything was fine. Six (6) months later he returned to the store with the same luggage and showed us a broken handle, with no receipt. We took the bag in, and told him we would look at it. However, after we examined the bag, we noticed the damage was on the other side of the handle. The side we had fixed was still fixed. It was not the same side we had repaired. We explained this to him and told him we would repair the other side of the handle for him anyway, as a courtesy, and at no charge. He agreed the repair was done on the other side of the handle but did not want to pay for this new repair. Because of our holiday season, we were not able to repair the bag as quickly as he wanted, the customer repeatedly called us asking when it would be ready. He came in and took his unrepaired bag, without saying anything. We have been in business for over 50 years and we are a very reputable business. None of us here would EVER tell a customer to pick up his bag or we are throwing it out. We treat our customers with respect at all times. We would have been happy to repair this handle (the other side) without charge as a favor, but we couldn't get it done as fast as he wanted. We can not refund his repair charge because the side that was broken was fixed correctly and we also never saw a receipt. Thank you. --

Consumer

Response: