Need advice on returning this bag!

[her_beautiful_mistake]

Trying to keep this brief..

Mum bought me a brown leather satchel in February, it broke 2 weeks in. Waited until June (when mum came back up) to take it back. In the mean time called 3 times leaving messages to tell them/ask for advice.

Went back to the store - no returns after 28 days. Sent bag off for repair/replacement. Also claimed never got any messages (this is what I hate the most, the implication I was lying?!)

Satchel was brown leather that I wore over the shoulder. I tried it on over the shoulder, they told me I could wear it over the shoulder, told me other staff members bought this bag and wore this way.

Just got an answer phone message - replaced my bag with a black one and told me it broke because it is not meant to be worn over the shoulder but held at the handle, with occasional shoulder use.

I do not want this bag. They were really arsey when I went in with my mum, I really need advice on how to handle this, I'm sure there must be something protecting me because I didn't buy a black bag, I bought a brown one, and I bought it to wear over the shoulder with them telling me it was fine to do so!

I'm not good at this assertive stuff, but if I have some good arguements to hit them back with I might do better

Any advice?!

[L'espoir]

Have you spoken to the manager of the store? If they are being unhelpful then you could try writing to customer services or someone higher up which could help. I'm not completely sure what rights you have though as it will be hard to prove who said what; it's essentially your word against theirs.

[losing touch.]

Contact someone higher up, what shop is it? If it's a chain you're more likely to get a satisfactory reply whereas if it's more of an independent shop it'll be difficult. If it is a chain, email the customer service department - outline everything, from beginning to where you are now. Explain how unhappy you are. Say that you've been a loyal customer of theirs but you now have a bag you don't want and no satisfactory resolution. Be persistent. I got a complete refund from a cosmetics company even though it took me a ridiculous amount of emails.

[JKmadu619]

My aunt is a good person, but you don't want to cross her wrong. She bought a movie at Blockbuster that didn't work. The disc was actually snapped in one area. She brought it back only an hour after owning it and argued that this was wrong because she paid $25 dollars for it. They claimed to have a no return policy, she continued to argue, and demnded to see the manager. He wasn't working for forty five minutes. She had a seat and waited forty five minutes, go a replacement copy from the manager, a $100 dollar giftcard and a free bag of popcorn. I learned that you have to be persistant. You are right so argue it. Don't give up, because you aren't the one who screwed up, the store did. You shouldn't be out the money right now.

- Justin