Vera Bradley - Customer Service

[dallastxcpa]

So a week or so ago I bought the Vera Bradley Messenger in Night and Day. Well, when I got it, I decided it wasn't what I really wanted. It was just too big.

So I called the VB customer service number to see if I could return the bag to the store and have my 20% discount applied to the new item I picked. Well, the lady I was talking to basically told me no way, no how. She said I would have to return the bag and then wait 7 - 10 business days and then they could re-issue my discount. Well, I explained to her I was going on a trip and needed the bag for the trip. She did not care one little bit. So sorry but you can use the discount when you get back. Well, at the point I got off the phone and had pretty much decided I wouldn't be buying anymore VB products.

So yesterday I took the Messenger to the store in Southlake, TX. I walked through the door and was immediately greeted by Connie the assistant manager. Let me just say she was an Angel, truly heaven sent.

I explained my situation to her. She took my return and processed my refund right then. Then she gave me my 20% discount on the new bag I wanted.

So if you are in the DFW area go by and see Connie and tell her Lorrie said "Hello"

 

[abmitch01]

I'm hoping the outlet customer service is as good as they've been on the phone. I called to ask whether I could exchange some gifts I rec'd that still have the tags on even though they've been discontinued. She was great, said sure and told me to leave room in my suitcase for all the deals I'd find at the outlet.

 

[momof1princess]

you got lucky, OP. i bought DD a VB purse for her birthday last september, and within 2 months, one of the magnetic snaps on one of the two front pockets had popped off. i called VB, and was told too bad, so sad. i took it to a local store that sells VB, and even they couldn't negotiate a return or exchange of any kind with VB. i finally gave up and paid an extra $12.00 to a local shoe repair store to have the snap put back on. now the other snap on the 2nd front pocket is about to fall off. i won't be buying anything else from VB.

 

[trustknoone]

I had the same thing happen with the snap on a bag I bought DD for xmas. Called customer service they had me send them the bag and determined it was a defect and sent her a brand new bag. Easy as could be. Sorry everyone else had so many problems, I was really pleased with the service I received. I guess it just depends on who you get when you call.

 

[kaytieeldr]

I genuinely doubt the woman on the phone "didn't care". She was telling you what Vera Bradley's policy is for returns when a discount is used. Heck, most companies won't even let the customer reuse a discount. They'll exchange the item, or refund what you paid, and that's it! Right away, VB impresses me - even if there is a delay in getting back access to the discount!

While it's great that the store manager treated you so well, you've now put her in the potentially awkward position of, "What do you mean, you can't do anything for me? You did ___ for Lorrie!!!"

 

[ceecee]

you got lucky, OP. i bought DD a VB purse for her birthday last september, and within 2 months, one of the magnetic snaps on one of the two front pockets had popped off. i called VB, and was told too bad, so sad. i took it to a local store that sells VB, and even they couldn't negotiate a return or exchange of any kind with VB. i finally gave up and paid an extra $12.00 to a local shoe repair store to have the snap put back on. now the other snap on the 2nd front pocket is about to fall off. i won't be buying anything else from VB.

I bought DD a Hipster (website) and within 2 weeks the magnetic snap tore out (really bad design!). I was able to exchange it at a store that carries VB even though we didn't buy it there. Probably depends on the store.