Parker Thatch — Local services in Orinda

The most atrocious customer service I have ever experienced. Buyer beware, stay FAR away from this company. Look at the HORRENDOUS customer service reviews. All they will do to ANY CUSTOMER CONCERN is respond and defend their position. Customer is NEVER right in their world. I have NEVER seen a brand respond this way to customers and at the laughably enormous prices they charge for their “premium goods”, they should be embarrassed and ashamed at the service they provider customers. Disgusting.

I purchased a crossbody bag and beaded strap and couldn't wait for its arrival. I received the bag and LOVED it. I was so excited to wear it. I put the strap on, put my wallet in the bag, put it over my shoulder, looked in the mirror, loved it again... I clipped the tags. I finished getting myself ready and gathering my toddler's things to go out to dinner. (Important note: I have a history of a bad cervical spine strain and subsequent spine pain following). Within TEN minutes, I said to myself "oh shit, this is heavy and already hurts my neck". The bag wasn't usable for me. I took the bag off, rewrapped it, and left for dinner.

I emailed customer service within 24 hours of receiving the bag, letting them know of the issue, and they refuse my return because I clipped one threaded tag. I pushed back. I asked for my issue to be escalated. Not only was it not escalated, I continued to receive boilerplate responses, with a 5-day delay.

How the hell is a consumer supposed to know if something like this would work for them without wearing it?! Why on earth would I keep the tag on when I planned on wearing it out to dinner THAT night?! I took the bag off, rewrapped it, and left for dinner. THE BAG IS STILL BRAND NEW. YOU ARE NOT EVEN COMING UP WITH A CREATIVE SOLUTION, LIKE A RESTOCKING FEE. I keep being told this is "industry standard" which is absolute BS and NOT TRUE. I told customer service how upset I am that I can't keep the bag, and asked them politely to not add insult to injury by making me keep a nearly $800 bag I CANNOT USE over a mere technicality.

From your website directly:

"We are a small, female co-founded team. We make limited production runs focused on quality and workmanship. Our goal is to bring you products that you want to keep and love. Parker Thatch is all about adding ease and elegance to every part of your life."

Your goal is to bring you products you want to keep and love. BS. The handling of my situation shows the opposite. I REFUSE to believe a group of women have never had this issue happen to them before. I am absolutely floored by the poor handling of this. I have sent photos of the bag showing it is brand new, I had it in my possession FEWER THAN 24 HOURS when I emailed with my issue. I haven't even had TIME to use the item or pull one over on Parker Thatch. THIS IS...

I bit the bullet and pre ordered a bag I had been eyeing, six weeks ago. I knew the bag wasn’t due to ship until September 30th. I didn’t hear anything about shipping yesterday, so just went to my order to check if there was a shipping update. To my surprise, my order was marked CANCELED!!! And it had been canceled four days after I placed the order! I was never notified of any cancellation. I didn’t bother checking my order, because I understood it wasn’t supposed to start shipping until Sept 30th, and I had an order confirmation. So, I have been waiting for an order that was accidentally canceled by PT over a month ago, and was never notified of.

I contacted PT asking what has happened and was informed that a software glitch had accidentally canceled the order. No notice of it was ever sent to me!

Barely an apology and no offer of anything to make it right, other than an offer to assist me to RE-PURCHASE it. This was a $600 bag, which I assumed six weeks ago I had already paid for. Now, heading into the holidays, who is expecting a $600 hit? No bag for me now.

Very disappointing for a company selling limited run, pricey items.

I stand by my review. This is a company I have done business with before, and there is no excuse or reason why I wasn’t notified of any issues when my order was canceled.

As you can see by the response from the company, I still haven’t received an actual apology for their screw up of not contacting me. They have my phone number and my...

As much as I love my sling bag, the stitching started to fall apart in less than a year (10 months). I found a large safety pin and was able to keep it together. It was to my surprise that when I reached out to Parker Thatch (just over two months laster) customer support, they said it was out of their 1-year warranty and that I "should take it to a local cobbler, shoe repair or specialty dry cleaner to help with the repair." I can't tell you the disappointment I felt with this response. They seem so proud of their products. I've even been to the store in Orinda with a client and bought her not one but two sling purses and straps....because I thought it was such a good product. It might be their policy but this response is not what I expected...especially for such a small, local, hand-made product...