Sometimes a weary girl
just needs a little customer service...

Last August, my girlfriend Jennifer and I were out strolling when we stumbled upon the Ellington outlet. Having never been there, we were like two kids in a candy store feeling all of the supple leather bags and trying them on for size. I found the perfect bag for me, the small Stella bag: Pearlescent ecru leather; small pockets on the outside; pockets of varying size on the inside; and the icing -- double, chocolate brown straps that converted from chic shoulder bag to hip backpack without that masculine, outdoorsy feel.

Needless to say I bought the bag, and carried it literally every day until mid-October -- this is no small statement, I am not a one-bag kind of girl -- when I realized with dismay that the lining was ripping from the inside top seam, near the handy closure magnet. Well, (sigh), with little confidence I packed all of my necessities into another of my many bags, and went back to the outlet. I figured that since the purse was actually made nearby, there might be a resident cobbler who could repair it for me. That’s how much I love this bag.

Much to my amazement and delight, a far greater happening occurred. Upon hearing my woesome tale, the nice lady behind the counter called inside to one of the company’s designers to come look at my bag. This woman acknowledged the flaw in the quality of the fabric lining, and offered to order me a new bag, which would arrive the next day. I was pleased as punch, and returned the next day to exchange my defective bag for a brand new one. While I was there, I picked up the most adorable pink leather wallet -- with zipper compartments for my day planner and other can’t leave behinds -- it was a win-win.

Then, last week – we are talking March here, same bag (well, practically) that I’ve carried since August – when the lining on my bag again began to tear, from the same place. Guess what I did? You clever thing, of course I took it back. And guess what happened? The nice lady behind the counter apologized that this had happened again. She said that the designers realized the problem with the vertical-ribbed lining from the last bag I returned, and had since modified the product. She was very pleased to give me another bag, with their new and improved lining, and to assure me that this lining would not rip. She also gave my very cute dog a very tasty cookie.

So let’s take a moment to talk about customer service, shall we? I am a former retailer (as those of you who have read this site in its entirety are well aware), as well as a devoted shopper, and I, the cream-of-the-crop as it were, have come to expect NIL (NADA. ZIP) in the area of customer service. Most of the transactions I experience at a cash register these days seem positive if the employee taking my money acknowledges my presence at the other end of the bill. This interaction with Ellington was exceptional, and totally in their favor. I am a satisfied customer. I am a return customer. I am a blabber-mouth who has just told all of you this wonderful story. I hope you buy something from Ellington, (if you don’t live near the outlet – poor you – look for them on-line, they are represented at many stores). I hope their revenues exceed expectations, and I hope other companies take notice.

I think I am going to be carrying this bag for a long time. Or at least until they design one that’s cuter…

Email me your Picks to Patricia@PatriciasPicks.com