Mala's moto should be "we serve you…
Mala's moto should be "we serve you right", because they really don't care less.
My partner had two of their purses before, and when the last one needed replacement was adamant it should be another Mala, nothing else. Big mistake.
Quality has gone right downhill, including Customer Services.
It was impossible to get credit cards out once they were inserted. It was also impossible to close the purse fully so nothing dropped out in transit.
Customer Services claimed this was normal, and point-blank refused to send a free postage label to return the purse.
My partner is now +/-£10 out of pocket for postage and will never buy a Mala product again.
You have been warned!
Respuesta de mala leather
Dear Phil,
Going back through our correspondence, your partner had selected a different purse to what she had previously, she did not like it and instead of returning it for a refund you claimed it was a faulty item and you said cards would fall out.
I showed you examples of the purses in use with no cards falling out and you would not accept it.
The purse was not faulty, there was no design fault it was a case of your partner not liking the item that was purchased, this is one of our most popular shapes of purses and there are no complaints that cards fall out or the purse does not close.
You were advised on one of our many emails that the purse would be refunded if she decided she did not like it and wanted to return it.
We communicated regularly through email and then refunded the purse when it was returned. The item was not faulty it was unwanted and we are not liable for the return postage when the customer has changed their mind.
Customer Services at Mala
