Just though I would update you all on my Rocco issue (the issue Chrissy mentioned on this page actually, and I mentioned several times throughout this thread about piping wearing through very quickly despite limited use/good care).
I emailed Net-a-Porter (who I bought the bag from) in February about the issue (8 months after purchase) and was told that since the bag was more than 6 months old, they
would not issue a refund. I finally sent my Rocco off to New York last week to be repaired (spending 90 pounds in doing so in order to get the package fully insured) though AW told me via email they may not be able to repair the bag.
I got an email back from AW yesterday informing me that since my Rocco (forest green) was from a previous season, they no longer had the materials on hand and I should go back to Net-a-Porter. I called AW today and said NAP had said they would not issue a refund since the bag was older than 6 months and I felt like I was being trapped between 2 parties who wouldn't help! AW then informed me that since they had confirmed they were unable to repair the bag, it is NAP policy to fully refund the purchase.
Still dubious, I emailed NAP about this, including the email from AW that said the bag could not be repaired and I got an email this evening informing me that when the bag was back with them (their collections team will call me) a full refund will be issued!!
This is honestly
great news. I thought it would never get resolved and I know that some people had issues with AW customer service in the past, so I was wary. Fortunately, I still have my dustbag and all the tags and authenticity card, so that's quite handy.
I would really like another AW bag because I loved my Rocco - it was a great size. But I'm just not confident the leather will hold up. But I just wanted to inform everyone that (thus far) it has been a success and I've been pleasantly surprised at the willingness of AW to help me get this resolved.