I purchased a necklace a few months ago, just started to wear it and the main clasp fell off, mind you, it's meant to hold charms so glad I didn't have one on as it's gone lost, its faulty, now I have an expensive leather string, I went to the store, no help they are sending it to Paris and said they may or may not be able to help but I will be charged, such bad customer service. I am a good customer, have purchased a lot from them, not a Birkin but enough other items, never again! Before this happened, I tried 5 times to purchase online and my order never went through, I called the 800 number and they said they couldn't help me. Hermes, it awful! Stay away