Mansur Gavriel – Cashback, Rebates & Rewards

Bought bag. Insurance option selected from third party at check out. The bag is addressed to a parcel locker and doesnt get to me. Mansur Gavriel just say to UPS that I moved (did not) and the bag gets shipped back to them. In the meantime, they initiated my insurance claim (NOT ME - I wanted to wait to see if I could get the bag, hence I opened the case with UPS). The bag arrived back with them today, and they keep the money from purchase.

10 days and 3 follow up emails later, I'm still waiting for someone to respond to me regarding 1 faulty item and a standard return. Such disappointing service for a brand I had always respected.

Bought a bag with 25% discount. Immediately emailed to ask to swap to smaller size. I was advised they would try but may not be possible. In any event I could return via the returns portal. I was misinformed I can’t return as it’s an exceptional sale (why?!) it’s non refundable and I can’t exchange. Didn’t realise this was allowed for online retail? Other retailers offer discount promotions but you can still return if needed. Lack of responses to emails to sort this. No phone number outside of the US. Will not have confidence nor desire to purchase from them again.

Purchased a so called luxury bag online only for that bag to be of poor quality. Upon returning the bag, I was only refunded the product amount and not the taxes. The taxes are non refundable but only written/documented in a hidden section and nowhere across the checkout process Horrible customer experience and even worse quality

Hi, here’s my experience with purchasing at Mansur Gavriel since last summer. Products are nice, just not worth the hassle and work you are going to have to do to get them. It all started when I got a Marimekko pouch, that couldn’t get delivered because of customs issues and to simplify things I ended up having it delivered to my in-laws in USA given that the date I need it for was way past and I would have to gift it later on anyways. They gave me a 20% discount to apologize. I was reluctant to use it at first, but was told to contact them and they would make sure nothing would happen. I ended up placing an order for a wallet on sale with the extra discount (nothing extraordinary since they do the same without having had to gone through a really bad service experience). I sent them all the information has they had requested and this time around not only did my product get stopped in customs, I had to pay a fine because of their mishandling. I had to advance the money (which was about 76% of the price paid) and was told that someone would call me to apologize and help me out. This call never took place. They refunded me the extra customs fee I had to pay but didn’t give any additional compensation for all the calls I had to make (well over 20) to a DHL paying number, nor for the time lost and stress caused. I have purchased from them in the past (not as far as April with the Veja launch) and further more, Pascucci limited editions etc and had never had an issue. To me this was a deal breaker, and the fact that there is NO PHONE to contact them urgently when you need to is even ilegal in my country. Anyway, products are nice, but so are so many other brands that have no issue shipping to Europe. I do not recommend buying from them unless you live in the USA.