New bag can't be returned! Terrible customer service!! DO NOT BUY at DEICHMANN if you smoke or cook!!!!! My mother can not return her NEW bag,SHE DID NOT USE IT!! She did not like the bag once at home cause the shoulder strap can not be placed strait with the result the bag falls over to the side...so completely new she saved the bag in a plastic bag until i bring my mom from Holland the the shop in Heinsberg Germany to return the bag for another or money back.But NO NO NO not possible !! The bag smells!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! The woman in the shop says i used the bag!! I do not smoke!! Although i said the bag is bought by my mom..i do the talking because my german is better and my mom is older and weak..in the meantime my mother is getting very stressed in the shop,she is as i very insulted by the way this employee talks to us! There is nothing to see or smell on the bag! So,with other words the person says i am a lier! It is not acceptable! I contacted Deichmann by email and the whole story took 2 weeks!!!!!! First they wrote me they are sorry and we must find a solution and bla bla bla ...It took days everytime to get an answer and the last answer from them is for me final! "They called the store in Heinsberg" and the employee said the bag smells and can not be sold like that!!!!!!!! Couldn't they have thought off calling that monster the first time i wrote them? It took 2 weeks off writing back again and again to give this as an excuse again??????????????? It is ridiculous!! It is unacceptable how they treat people!! It is a joke ! Everytime someone else answers the emails! And they do not read! Once someone wrote me I could bring the SHOES to Heinsberg!!??? The shoes????A shop like this should not be possible! It should say on the receipt (which we still have) and cash register that you can only return stuff if you keep it in a special secured room with no kitchen or whatever near!With other words: better not come back for returns or we accuse you off whatever we can make up! They are a pathetic company ,i may say liers,scammers,cheaters! I never ever once in my life have experienced such a company who treat people like this ! And it is not an expensive bag,it is more about principles here! Unacceptable criminal behaviour! So be warned!!! It not only happened to my mom ,in the meantime i heard more off these stories!! They just do not want to take back stuff! Van Haren in Holland is also from Deichmann i did read,so be aware!! If you are buying at van Haren you are buying at Deichmann! Never again! And that they sell stuff with the name Graceland is disgusting,it makes me sick! It should be forbidden! I have spend too much time on this,but you can never warn people enough,so therefor i took extra time to warn you!! I have saved all the email contact to proof how bad it is! It is that i already made clear my mom bought the bag or otherwise i would have contacted my lawyer,just out off principle! Just to bother them,to learn the some manners! You can not treat an (older) lady like that! Shame on all responsible at Deichmann!