Valextra Avis 4

I wanted to know is whether a particular item, in this case the insert for a 20 year old Velxtra notebook, was available. One week after a boilerplate response that customer service was dealing with my inquiry, I asked again. I learnt that a "Valextra Team" person was looking into it. Another week passed without any response; feeling a little disappointed, I repeated my request. After an initial reply that the matter was still being investigated, I got another one. saying it was not in stock.

Well and good. I then asked about the availability of a Valextra A5 writing folder, and was informed that it was in stock. I then asked about the availability of refills for the A5 folder.

Valextra got back later the same day to say that refills are available and would be supplied as a courtesy. Valextra would advise me next week about the exact no available. And I'll then decide on the purchase.

Valextra came back before the week was up (20th January) and advised that the original refills (for a notebook at least 20 years old) had been located; 5 blocks were available. Valextra most generously offered to supply the 5 free of cost.

In the times that we live in, this old style courtesy must count as something of a miracle. Truly delighted and impressed with the standard of Valextra service!

I bought a Valextra bag from selfridges during the pandemic and hardly worn, to my surprise the buckle fell off on my outing day, such poor quality and the leather started fading after wearing just a few times. I have emailed customer service for the buckle problem which is clearly due to their poor making, to my surprise they have came back to ask for €120+vat+shipping for fixing. For this, I had to email them twice to chase before receiving one reply.
I don’t understand why such issue should be my responsibility to pay for the fixing? if is not made poorly then why would it fall so easily? For this reason and for any consumers rights we should be entitled for free. However after explaining them they just disappeared again.
I am gutted that such expensive item would have such bad making and customer service.

I have enclosed all pictures and details for their reference and this is the treatment I have received. Please pay the same for other luxury brands.

I have never had any experienced anything like this one before. I owe all brands and It is unbelievable Valextra‘a making comes worst, even a Primark bag don’t have buckle falling issue!

I bought a gift for my wife from Valextra's website in January. Although the item was a relatively low cost one (for them!), Valextra still delivered the full luxury experience with beautiful packaging. Delivery was great too, with free express shipping. One of the customer services team contacted me in advance to check my contact number was correct for the courier. Can't rate them highly enough!