Kipling White Bag Discoloration; FAB Zappos Service

I bought this bag just over a year ago (July 2020), used it that summer, and put it away for the winter. I got it out again recently and the entire exterior had discolored just enough to be obvious, especially in contrast to the zipper which stayed bright white. I tried a few ways of cleaning it but nothing worked.

I have quite a few Kipling bags and have been very happy with how they have held up, but this particular white fabric got discolored. Not sure if mine was defective or whether this discoloration might be seen on all Kipling white bags. Maybe worth considering if you're thinking of getting one.

I just got off a chat session with Zappos and they are going to take it back and give me a refund. I could have exchanged it but decided not to. This is what customer service should be! I was looking through my order history to find the order # for this bag, and realized that I've been a loyal customer since 2008. How time flies. Expect to be a customer for many more years....

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Kipling KiplingKipling New Angie Crossbody Bag

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3 years ago

Inge

(website)

Moderator

That is very impressive customer service indeed, Chris, glad to hear you had such a positive experience with Zappos.

I have 2 Kipling bags (not white though) in light colours (mint and lilac), and mine have held up very well. No discolourations so far.

Jenni NZ

Veteran

That’s great service Chris. I’m sorry the bag discoloured though!
Speaking of Zappos, my cousin lives in Las Vegas. When he took me on a driving tour my first day there on my only visit, 2013, I asked what the huge building was. He explained about Zappos and how much it had done for the area, provided so much employment etc. I think we were on our way to the Hoover Dam.

JAileen

Zappos is wonderful. I’ve had nothing but good interactions with them, and glad you did too. I have a perfect little pink Kipling bag.

Jenni, because I live in the same state, when I call to place an order, the customer service reps often want to chat. Our climates are vastly different, so when I tell them about freezing temps or snow, they are amazed. And we’re just an eight hour drive away.

Chris987

Agreed Inge, very impressive service! Glad to hear your light colored Kipling bags have held up well. Maybe I just got a defective
one or maybe that particular white fabric was the issue. I guess I'll never know.

Interesting Jenni NZ, I didn't know where their HQ was in the US. Las Vegas has been one of the fastest growing cities in the US for maybe a decade or so, companies like Zappos are certainly contributing to that.

Jaileen, isn't it fun to talk to a service rep about IRL topics? I know from visiting my In-laws in Sedona Arizona some years ago that a little bit of elevation (mountains) makes what you'd think would be a desert
into a place where it snows and freezes. Phoenix is horribly hot most of the year, Sedona (2 hours away), gets snow all winter, and Flagstaff (another 45 minutes) gets so much snow that roads close routinely in winter.

Chirs, yes it could have been either indeed. I'm glad you are getting a refund!

Eliza

Great service and it was worthwhile to report this for potential feedback to Kipling. Couldn't agree more on Zappo's customer service; many retailers would not want to address a purchase from 12 months ago. .

I once had a pair of 'fancy' shoes sent from Zappos for consideration as mother of the bride shoes for daughter's wedding. They weren't the right fit, which was good because the shoes themselves were in deplorable condition- scratched patent leather with wear indicators everywhere. They were apologetic and sent the shipper to my home for pick-up to minimize my inconvenience. They also accidentally called back a different shipment scheduled to arrive at my house the next day, making that arrival time 2 days late due to weekend. They said that the entire order would be free of charge due to their error, though I hadn't said a word about the later delivery being a problem. Above and beyond. Makes for loyal customers.

Aquamarine

I agree that Zappos has stellar customer service. Once they sent me the wrong pair of shoes and instead of doing an exchange, told me to keep them or donate them.

bj1111

Tony hsieh, zappos founder only hired folks who had the "zappos attitude". basically a commitment to customer service. everything else, he thought could be taught.

glad that is intact even after amazon acquisition.

Runcarla

Wow! Love the story of good customer service! Sorry about the white bag discolouring though. White can be tricky (but you gotta love it anyway, right?).

nemosmom

Talk about great service!! Bummer about the bag though….

I keep thinking Zappos will cancel my account- I’ve returned soooo many shoes in the past year

Jaime

Good customer service as well it should be to a loyal customer!

rachylou

That IS impressive!

Thanks Inge, Runcarla, Shevia, Rachy!

Great story Eliza! Zappos clearly has a business model that includes wanting long term customer loyalty. It's one of the most important keys (although not the only one) to a successful retail business.

Aquamarine, good point. It probably was cheaper for them to NOT have you return those shoes, so they weren't doing it just in your interests, but it still feels right.

Interesting comment bj111. He obviously got that part of it right. We will see what Amazon does over time - they don't necessarily have that same commitment but we can hope.

Well nemosmom, if Zappos cancels you they will probably cancel me too! Sure hope they don't.

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