The bag has been found! Hallelujah. What couldn’t be accomplished in three weeks was accomplished in three days when I started to use my voice and the power of the internet. Go social media. If social media is the bane of interpersonal relationships, it’s the champion of customer service. Here is what I’ve learned from my experience:1. Pay attention! It turns out they did have camera footage, they just hadn’t received it when they made their first offer. I’m lucky that they keep their footage for an extended period of time. I should’ve paid closer attention, checked on my bags more often and caught the problem sooner. This wasn’t anyone’s “fault” but I should have been more vigilant.
2. Call always. Call often. As great as email is for leaving a paper trail, noting beats speaking with a real person. The customer service representatives were great. And somehow, even though it was written in the emails, it was still being miscommunicated that we were looking for a Speedy 30 and not a Speedy 35b. It was Stacey in customer care who caught the error.
3. Skip the validation. This wouldn’t have happened if I had sent the bags directly to the realreal company warehouse. I sent the bags to a validation specialist FIRST to get a price quote. It was somewhere in the transfer between validation and warehouse where things got funky. What I think happened was that the bag in question was removed from the box and brought in separately. I can’t be sure. But it fits with what happened.
4. The words “legal” and “freelance writer” get some attention. Don’t use them lightly and don’t lie about your intentions. When they initially offered me $200 based, of course, on the wrong bag I meant it. I’ve subsequently been given a very fair price.
So, it all worked out. Thankfully. And I learned something. Which is good, right? And maybe you’ve learned something…or gained knowledge from my experience.