I purchased an expensive wallet that I began using in January. Within 2 months the strap broke. I brought it back, with the recepit, and requested they send it to the manufacturer, as Hobo is a good company that stands behind their products. They refused--were horribly rude, accused me of using the wallet too much (!), and finally agreed to leave it for the owner to deal with. The owner called to say she had sent it for a repair. She did not even bother to check with the manufacturer, her supplier. Everytime I went to the store, she was unavailable. Finally, they called to say the bag was repaired. Needless to say, the repair job was sloppy and terrible-the seam was now exposed and the stitches were uneven. Their reaction--that's tough, we think it's fine. They could have cared less about customer service-all the way from the store clerks to the owner, shockingly. Frustrated, I called HOBO and they were lovely. They explained that my bag had a one year warranty, and that by the store fixing it on their own the warranty was void. However, given how much trouble I had with the store, they were kind enough to replace the bag.
I had spent many hundreds of dollars at LaCrasia, but I will never shop there again, nor will my friends and family. When I told the owner that I she was losing me as a customer, her response was basically well there is nothing that I can do. Essentially she contended that the bag was "well used" (it is in mint condition other than the broken strap), and that she didn't care if I never shopped there again--she said "well if I have lost you already then there is no reason to talk to you." I was really stunned. I have never been treated so rudely by any shop keeper ever. I strongly recommend to steer the other way, no matter how tempting the convenience of Grand Central is.
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