Purchase experence

Amazing experience always a returning customer

I bought a Valextra bag from selfridges during the pandemic and hardly worn, to my surprise the buckle fell off on my outing day, such poor quality and the leather started fading after wearing just a few times. I have emailed customer service for the buckle problem which is clearly due to their poor making, to my surprise they have came back to ask for €120+vat+shipping for fixing. For this, I had to email them twice to chase before receiving one reply.
I don’t understand why such issue should be my responsibility to pay for the fixing? if is not made poorly then why would it fall so easily? For this reason and for any consumers rights we should be entitled for free. However after explaining them they just disappeared again.
I am gutted that such expensive item would have such bad making and customer service.

I have enclosed all pictures and details for their reference and this is the treatment I have received. Please pay the same for other luxury brands.

I have never had any experienced anything like this one before. I owe all brands and It is unbelievable Valextra‘a making comes worst, even a Primark bag don’t have buckle falling issue!

I have emailed their customer service regarding refund, have never heard back from them.
Doesn’t seem to have a good customer service platform.
Til today after the refund status says complete I still have not received any email regarding refund nor money.
RMA-097924

very easy to purchase hope the product will be a satisfying standard too.

Excellent shopping experience with Ld.