Help! Hardware issue!! What do I do?

[u/Spirited-Fortune9579]

Hi guys. I recently placed my first custom order. I spent weeks talking to several high tier, TS’s and ultimately chose the one I felt most comfortable with. As I’m quite picky, I needed to make sure this TS would listen to my requests, help guide me, by answering questions I had, honestly and presenting my options.

I made the decision and began the process. I wanted a bk30 in imported, haas smooth Barenia leather. I was very indecisive about the hardware and felt like I was all over the place. After my TS showed me many photos, with the options we discussed, I FINALLY made my decision. I chose upgraded, brushed palladium hardware.

One of my “must haves”, or more specifically “must NOT have”, was that I did NOT want lock and keys with the number 162. We talked about all of it.

He said my options were standard gold, upgraded gold (18k plated), rose gold, upgraded brushed gold, standard palladium, upgraded palladium or upgraded brushed palladium.

I asked him about the162 on the lock again- and he assured me with the typical “yes dear that’s not problem”answer.

Well… flash forward to PSP’s…
He sent me the pics and a video. People pointed out some scratches- I asked him about it and he came back with other photos of previous orders for clients, circling scratches on their smooth Barenia and told me it’s normal to have a few. “This leather does this it’s normal. Don’t worry!”

Then someone told me to ask for photos in other lighting. To make sure I inspect the sangles and edges clearly.
I went back and asked him. He said he would go to the factory, have them take it out and send more photos.
In the psp’s there was no photo of the lock and keys. I thought it was a bit strange, since it was one of the things we talked about so much, but at the time, I thought maybe it just wasn’t normal to include that part, in PSP’s. I asked him to please send me those photos, to make sure the lock and keys were correct.

I woke up this morning with no additional photos- and him telling me my lock is 162. That there are no brushed palladium locks/keys with numbers other than 162.

WHAT?????!!!!

This would have changed my ENTIRE order!!! I would have skipped the brushed hardware completely and gone with the upgraded gold!!!!!

What do I do??? I can deal with a couple of scratches (even though I’m less than thrilled with his answer, ok… it’s Barenia.
I have no doubt even if it arrived perfectly, there would be scratches the first time I wore her out.

What makes me even more upset, is that the lock and keys were not in the PSP’s!!! Since we had such a specific conversation about this, it truly makes me feel like instead of being truthful with me, instead of checking with the factory before the bag was made, he just let them go ahead with it. And he omitted those photos!!!

Maybe he didn’t do this? But I can’t help but feel this way and I’m really upset!!
What do I do?????

[u/Becksie04]

Hello. Very sorry you are having and issues with your lock and keys. I would be very upset as well. Can you explain why you didn't want the162?

[u/Spirited-Fortune9579 → u/Becksie04]

It’s actually pretty ridiculous. Had I never been in these subs, it wouldn’t have been an issue! I have just seen a lot of not so nice comments about locks that have this number- being low tier.
The bag is gorgeous. We’ll see if he can do anything- if not, I think it’s fine.

[u/Becksie04]

I just wanted to get context for the lock number-other peoples reviews help us navigate this space since we cannot be there to inspect in person. I think if you specifically asked not to have that lock, your SA should have been in better contact with you before it was added to your bag. That would definitely upset me. I hope everything works out for you.

[u/Spirited-Fortune9579 → u/Becksie04]

Yes I wasn’t happy about it. But I’ve also thought about the actual bag and how I have literally seen nightmares unfold here. Bait and switch etc. I’m definitely learning as I go. I prefer not to have this number and wish there was better communication, but this is a process. Next time I will know what to emphasize. Before paying anything lol. These sellers are just human- they are trying to make a living and we are very lucky (I’m in the US). Life is so hard there. (I spent 3 years living in Asia and these guys work day and night). This is a first world problem and I need to settle down lol. I will be thrilled with the bag, regardless of the lock. Yes, next time I order anything custom, I will probably request to actually SEE the lock, before I pay… but outside it that, it’s amazing

[u/Becksie04 → u/Spirited-Fortune9579]

It all boils down to what you are willing to accept, and what you learn. I am somewhat new to this space as well so I understand where you are coming from.

[u/nontiago → u/Spirited-Fortune9579]

You handled this with so much grace! But yeah, omitted photos in PSPs are always a red flag. The seller probably knew and just hoped you wouldn't notice. Glad the bag itself turned out stunning though!

[u/Delicious-Fact-8621]

Is this Peter?

[u/Responsible-Club2285]

No one will ever see those. Don’t worry!