Sally Lamloum sent a message to Emanuel Chirico Chairman, Chief Executive Officer and Director of PVH Corp. Email Address that said:
Dear Sir,
I regret that I am writing this email to your esteemed company but unfortunately my experience with Tommy Egypt has led to a complete disappointment and unsatisfaction.
I bought a bag for my husband on his birthday from Tommy in Egypt at City Stars branch for his business papers and documents in February 2017 amounting to 3700 Egyptian Pounds (213 US dollars). This price is not considered a low price here in Egypt. My husband did not use it immediately as he was using another one also from your brand for his daily use. He started using it occasionally when he had important business meetings starting March. He used it for nearly 5 times then he was surprised to find the hand of the bag in a very poor condition (photos attached). When we went to Tommy branch they told us to leave it to check the case with customer service. Customer service gave their feedback that it is a misuse from my husband that led to this condition of the hand, which is not the case, and they refused to exchange it or even fix it.
I am attaching all photos for the bag to see that it is not a misuse (the bag is nearly brand new from inside and outside). Please also note that the misuse could appear if the zipper has a problem or even in the body of the bag in case it is filled with over its capacity, which is also not the case here.
On another note, when we were at the branch, a customer had earlier bought a similar bag and the same thing happened with him after a very short period of use and we knew that they exchanged it for him.
When we told the customer service that we are going to send an official complaint to you, they said that nothing will be done as they are the decision makers.
I am sure that you have similar cases and you can really judge what could be a misuse and what could not be a misuse.
My husband and I are regular customers for your esteemed brand in all types of products and not only bags. We trust that you really care for your customers satisfaction and I am sure that if we were not in Egypt, this would have not been the case and they would have changed the bag immediately.
I trust your judgment and I will be waiting for your feedback.
Thanks
I tried to attach photos and I hope you receive them.
Sally Lamloum
Mobile: +201005009008
Email: Slamloum2002@yahoo.com
Sally.Lamloum@savethechildren.org
