To my dearest:
Do you want a new Celine bag? Like… now? I certainly do! Celine bags are gorgeous with great quality and workmanship – well most of the time, there’s always a black sheep in the bunch right? And, let’s be honest here, the price is rising to catch up with Chanels and LVs! And fast! It’s popularity may have even rise above LV within the last half a decade. So now, before you want to splurge on an expensive piece, you want to know more about it’s customer service on repairs and warranties. Well YES! You’ve come to the right place. I was in your shoes and I made sure to talk to my Celine S.A on the topic.
What they told me was:
- Celine stores give warranty on their bags for 2 years within purchase.
- They do not do repairs due to normal wear and tear.
- They will only repair for a defective item.
- After the 2 year warranty,
even if you wanted to pay, they can not help you with it.*As of 4/28/2017, Celine will do repairs for a fee after the expiration of warranty.
That was all they told me. Looking at the list, it really doesn’t impress me for a luxury brand. I know many other luxury brands that have repair warehouses who stands by their items much more than Celine does. Heck! I went into Celine on Madison Ave with my 2 month old newly purchased Trio, and told them that the glue on the strap was cracking already, they told me it is considered normal wear and tear. They also told me that they do not have a repair house and they were awfully sorry for that. Afterwards, they proceed to hand me a card of a leather repair shop and told me to take it there to fix. I walked out disappointed with the service. However, while I do think it’s ridiculous since I usually pay the high price for designer bags mainly for their service and longevity. My love of Celine designs trumps this set back.
But that’s just me. How about you? Have you had any experiences with Celine’s customer service or tried to get an item repaired? What do you think of their policy? Would you still invest in a Celine item after you know of their policy? Write back, and let me know what you think!
____________________
When I visited Celine on Madison again, they told me as of 4/28/2017, they can do repairs on their bags after the 2 year warranty. This gives me more reassurance, as I can take it back to the original brand for repairs.
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For reference, I am 5 feet 2 inches. I typically wear XS/S or 0-4 for apparel and 6.5-7.5 for shoes.
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PHOTOS: CELINE ON ELLE.
I’m not the bag type person in general, but it’s good to know the customer service and repair policies
Very helpful to know! Great post! Thanks!
I’ve not actually heard of this designer before. I would worry a little spending so much on a bag without feeling like the brand is really behind their own design (just the feeling based on their policies). It just seems a little strange for a luxury brand!
Author
Many luxury brands are like this actually. But they solved a big chunk of my problem as of 4/28/2017!
Hmmm that’s really weir policy. It’s such an investment, so you should be able to have a good warranty. Smh
Enclothed Cognition
I have to agree with you. A luxury brand like Celine should have a much better warranty and repair policy. I do love their bags though!
That seems crazy to me- in my mind, if you’re paying for a luxury bag, you should get luxury customer service. And that means going above + beyond to make repairs (including normal wear + tear!).
-Ashley
Le Stylo Rouge
Author
Each brand is different so it’s hard to say. But yes, the world would be perfect if it was that way! However, I still choose luxury because of better craftsmanship, so they do last longer. They also do repairs unlike a bag you get from ALDO or H&M. But I totally understand where you’re coming from!
Sorry about your experience, I’ve never purchased a Celine bag (would love to afford one), and it’s scary that you will pay such a high price but the service will be bad. Hope you can fix it but this is not a great reputation for the brand.
Author
As of 4/28/2017, problem solved!
Wow, that is so sad about how they said it was normal wear and tear! Sorry about that experience! I actually have a Celine bag and I have to say, that it’s lasted me really well throughout the years! I’ve really taken it everywhere and anywhere and I think that although the warranty only lasts two years, the quality of the product is so good that the bag is timeless!
x
Shloka
http://thesilksneaker.com
Author
They last forever, so amount of warranty years is not a big issue! Now they have repair services, so I’m happy now!
I have actually never even heard of Celine bags, but I am sorry you had a lousy experience with them. You should tweet this to them.
Hi Ophelia, I don’t own any Celine bags but I’d be really disappointed if that happened to me. If I pay such a high price for a bag, I expect it to be perfect and to last for many years.
Thank you for this honest review. I am a firm believer that if you have a good product that you will stand by it and the more specific or exclusive the policies are on it, the sketchier the company. Partially, why I hate stores like Forever21 and their store credit only policy. Bloggers really helped launch Celine as being a luxury attainable handbag but with a policy like that, I’ll take my money elsewhere.
I really like Celine bags, but I’m not in love with their customer service. Thanks for sharing this!
Thanks for this information! This is definitely something I’d want to know before purchasing one of their bags.
that sucks! Although I guess 2 years is pretty good!
-Kirsten // http://www.porkandcookies.com
I likely live under a rock, as I haven’t heard of this brand, though they are absolutely beautiful!! That said, it does seem like they should have a longer warranty, especially when a customer is spending that much!
I really, really like Celine’s bags! But I think after I read this, I don’t want to buy them. That’s too bad for a luxury brand. Thank you for this info!
I hate expensive things that are poorly made! I’m actually upset for you! I hope they catch wind of your issue and offer to fix it for free.
Author
Hey. They’re actually not poorly made. The craftsmanship is superb. It’s just the design of the bag. But it’s something you know before you get into it. But I do admit they lack in the repair and warranty department although they have great customer service.
Yikes! That’s good to know! So far the only Celine pieces I own are sunglasses, but I’ve been happy with them. That’s pretty substandard service for a luxury brand. Doesn’t LV basically provide repairs for life? I don’t think it’s free for life, but at last they’ll help you keep your bag beautiful from what I understood.
I don’t think I would be happy with a warranty like that, it just seems like they’re jipping you. When I buy a bag that’s going to cost sever hundred or thousand dollars, I want to make sure that everything will be perfect with it for a few years.
Author
Thanks for dropping by! I think they actually have excellent craftsmanship and materials, so it is great for years to come. However, the piece I have just has some design flaws that I knew to begin with. The warranty is acceptable. I was just unhappy they could not accommodate to repairing it after the warranty expires. However, they now can do repairs for a fee. So problem solved!
I don’t have a celine bag, but wow those are pretty!
I never heard of this brand. But this is good to know information, thanks for posting!
Wow, what a great disappointment! Good thing I never thought of buying from them. They ask for so much money, yet aren’t willing to give a quality service. Ugh.
Author
To clarify, I think their items have excellent craftsmanship and they do give quality service. I was disappointed at the time because they can’t accommodate repairs. However, as of 4/28/2017, they are now able to do repairs for a fee. So it’s all good now!
It’s such a shame to hear that your Celine cracked after only 2 months- that is certainly NOT normal wear and tear for such a luxury bag.
Rachel xx
http://www.thedailyluxe.net
Author
Unfortunately, it is a design flaw. But I knew about it before hand… so no one to blame.
I think they make fantastic looking bags and I think two years is quite a long time. Normal wear and tear can come from mishandling. Anyways its just me.
Author
Yes I agree. 2 years is not bad actually. I also think normal wear and tear and come from mishandling. Only problem with me was just that, it is clearly a design flaw (which I kind of understood before the purchase). But I just went to the store to clarify whether it’s normal for it to show up so quick when I’m so so careful with it. I also wondered if they could do anything about it, but unfortunately they said no. However, I do understand where their policy comes from and don’t have a huge problem with it. I’m actually an devoted Celine fan!
Do you mind telling me what fee was and what did they fix?
This is so interesting, I’m so glad I read this article. I learned a lot about This designer. I really need a new purse too!
That is a really bad experience, and I doubt you are the only one. The warranty looks like a joke, they can say about anything that is because of normal wear. I would have been a bit more aggressive about this and even write on their social media account about this experience. When you pay a good price you should have some advantages and a good warranty.
Author
Did it come off as a bad experience? I’m sorry if I made it seem that way. I was indeed disappointed because I would like to take my items back to the original brand if anything was to happen to it. 2 year warranty is not a major issue. For instance, Chloe’s is only 1 year. A lot of other brands have a set amount of years for warranties as well. As of 4/28/2017, after the warranty expires, you will be able to bring the bag back for repairs for a fee. So I’m a happy woman! Craftsmanship is most important, so I rather pay a fee for the original brand than elsewhere!
They don’t seem to stand by their product much. I didn’t want one before and know I can do without now.
Author
2 years is actually not bad. My only regret was that they did not do repairs after the 2 year warranty expires. But as of 4/28/2017, when I asked again, they said they do it for a fee! So problem solved!
Is it weird that I’ve never been a bag store? My sister on the other hand is a different story.
Author
Well I’m glad I exposed you to the brand! Their designs are minimalistic and gorgeous! Do check them out!
How crazy that they don’t have better service for repairs! Glad I wasn’t thinking of buying one, I’ll stick to a designer that sticks by their products!
Author
Actually, their service and repairs aren’t the best, but it’s actually not bad. As of 4/28/17, you can bring it back to their brand for repairs for a fee. That was actually the only thing I was unhappy about before, that I can’t bring it back to the brand for repairs. But now, I’m a happy woman!
I agree, Celine bags are gorgeous! Although I don’t care too much of their warranty, especially because their bags are super pricey.
I have a couple of Celine bags and love the workmanship. If I needed them repaired, i’ll take them elsewhere because I know their policy. Meanwhile, that other classic brand that also starts with the letter C, stands by their bags forever. My C bag has an authenticity card that says they do. Life goes on! 🙂
Author
It seems it will be up to their discretion. The warranty is valid for two years. As of 4/28/17, they can do repairs for a fee after the warranty expires.
Thanks for the honest review! Good to know a company’s policies.
I have never heard of Celine..personally, I have never understood the allure of expensive bags, but I don’t mind if other people like it. I definitely agree with you that if someone is paying a ton of money for an item-any item-and purchasing a warranty on top of it, it should include things like normal wear and tear. Really, what is the point of this warrant!
Author
I think a good amount of luxury brands only covers defects. For example, Chloe has 1 year warranty and will only cover defects. There are also really high end ones like Moynat that cover practically everything except personal accidents. So it really depends. You will have to be familiar with each brand’s policy and ask before making a purchase.
I am a bad person and I have so many of them from big brands. It is sad to know that Celine offers such poor customer services. Thanks for letting us know and I am not sure to every buy any of their products.
So question, do they do repairs on anything now? Meaning that you can go into a Celine store, ask them to fix say a broken strap, pay the fee, and they will. Or are they still selective as to why they fix? (As in they wouldn’t fix a strap, even if you pay, because thats “normal wear”). I just got my Trio a couple days ago so I’m wondering for future reference just incase anything happens. Thanks!
Author
Hey! They do repairs for a fee for anything that they can fix. Unfortunately, with the Celine Trio strap, it’s something that they deem they can not fix. So I don’t think you can fix it for a fee. Because it’s not hardware. It’s an attached strap… You can ask them if you want a definite answer, but that’s what my store told me.
Well I’m glad they have the 2 year warranty. I think all high end designer items should have warranties that last several years.
nice informative post, thanks for sharing!