Frank Clegg Leatherworks, LLC.

I had been in contact with this customer from mid April to early Mayhe had told me that he had purchased a briefcase through one of our retailers in Hong Kong and that the store had told him the bag comes with a Lifetime Warranty (which it does)The warranty is related to the craftsmanship of the product (ex: if stitching has come apart or hardware has broken.) The gentleman had then told me that there was discoloration on one part of the bag and were minor scratches which is on the natural leather bag as it patinas and is usedIn an email from April 18th I had explained this saying (Veg tanned leather is a very bare material so it is susceptible to many marks and scratchesBut using a conditioner on the leather we use( [redacted] by [redacted] ) it will hep with cleaning the bag and blending in marks over the yearFor the darker spot it looks like it could have gotten wet or there is more contact on the part of bagBut if there is an oil based substance that has gotten on it, it could be difficult to get outAlso a shoe repair shop might be bale to helpJust let them know it is a veg leather if you doBut he insisted that we take a look at the bag and kept referring to the Lifetime Warranty stating that the bag was in need of repairOn April 2nd I wrote back saying " Hi **, If the bag had been stained there is no way to remove the stain from the Veg tanned leatherAs the properties of this leather is to age and darken over timeMarks and scratches happen as well but with using a conditioner can help blend them inWe have a lifetime warranty of the craftsmanship so if something on the bag where to break we will fix itBut these bags will not stay looking new forever nor is the intention of our productsif you would like to send it back for a cleaning we can do soI cannot promise we can remove a stain without altering the color of the bagWe received the bag in early August and placed it on our to do list as we are a small shop and had a handful of bags to work on ahead of timeWhen we were finally able to get his product which was mid September we noted that there was nothing structurally wrong with the product at all and it was just basic wear on any leather bagWe have cleaned it up the best of our ability and before we have been able to contact him back we received the letter from the Revdex.comKeep in mind during this duration there was no contact from the customer inquiring about the product or when it would be complete

Revdex.com:
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.
[The business has not returned the briefcase in a condition that is above satisfactory of the "warranty" and the superb craftsmanship the customer was promised nor what was promised by the merchant and the company, Frank Clegg LeatherworksIn addition, Frank Clegg had over two months to send an email advising the customer they had received the packageThe company failed to do so in a time which is both respectful and professional.]
Regards,
** ***

I had been in contact with this customer from mid April to early May. he had told me that he had purchased a briefcase through one of our retailers in Hong Kong and that the store had told him the bag comes with a Lifetime Warranty (which it does). The warranty is related to the craftsmanship of the...

product (ex: if stitching has come apart or hardware has broken.) The gentleman had then told me that there was discoloration on one part of the bag and were minor scratches which is normal on the natural leather bag as it patinas and is used. In an email from April 18th I had explained this saying (Veg tanned leather is a very bare material so it is susceptible to many marks and scratches. But using a conditioner on the leather we use. ([redacted] by [redacted]) it will hep with cleaning the bag and blending in marks over the year. For the darker spot it looks like it could have gotten wet or there is more contact on the part of bag. But if there is an oil based substance that has gotten on it, it could be difficult to get out. Also a shoe repair shop might be bale to help. Just let them know it is a veg leather if you do. But he insisted that we take a look at the bag and kept referring to the Lifetime Warranty stating that the bag was in need of repair. On April 2nd I wrote back saying " Hi **, If the bag had been stained there is no way to remove the stain from the Veg tanned leather. As the properties of this leather is to age and darken over time. Marks and scratches happen as well but with using a conditioner can help blend them in. We have a lifetime warranty of the craftsmanship so if something on the bag where to break we will fix it. But these bags will not stay looking new forever nor is the intention of our products. if you would like to send it back for a cleaning we can do so. I cannot promise we can remove a stain without altering the color of the bag. We received the bag in early August and placed it on our to do list as we are a small shop and had a handful of bags to work on ahead of time. When we were finally able to get his product which was mid September we noted that there was nothing structurally wrong with the product at all and it was just basic wear on any normal leather bag. We have cleaned it up the best of our ability and before we have been able to contact him back we received the letter from the Revdex.com. Keep in mind during this duration there was no contact from the customer inquiring about the product or when it would be complete.