I got sent a replacement which was the faulty bag I returned in the first place I ordered a bag from this company and when it arrived it had a fault in the leather. I reported this immediately to customer services and was told someone would be getting in touch with me in three days. I waited the three days then the next person on live chat nothing had been raised, so I had been sitting with a faulty bag with nothing being actioned in the background. I then raised this with Nokukhanya who was very rude and cut the live chat off mid conversation when I still hadn't had any help or advice with what to do with my faulty bag. I finally got through to someone who could help, and got sent a return label. I immediately returned the bag, got my tracking code and receipt. I got notified of when the bag was returned to MyBag, and gave them one week to contact me as I knew it would take some time to process. One week later I went back onto live chat, and was told that they hadn't received my bag back. I provided all of my tracking information which confirmed that it had, and again received no help from customer services. I then flagged the fact that I now didn't have the money, nor the item and you were saying it was missing and there was nothing you could do to help or give me any further information. I then spoke to Craig who said they would action the return for me, but didn't confirm if they actually found the bag I returned. Luckily, I can confirm it was found, as when I excitedly opened my replacement bag, you can imagine my anger and disgust to see that it is the bag that I had returned in the first place with the same fault in the same place. This was my first designer handbag, and the whole experience has been a shambles. Customer services don't know what they're doing, they have not been sympathetic and the fact that I've now received the same faulty bag twice, is embarrassing. The bag didn't even have any protection put back on it to hide the fact I've been sent back the original bag. I am now not getting any response from the customer services team so am having to move my complaint onto trustpilot. I've now got to go through the return process again, and I have officially lost all trust in this company. Avoid at all costs, this has not been a luxury experience for me at any stage.