Complaint: Defective Aldo Bag & Poor Customer Service

I am extremely disappointed with the level of service I have received from Aldo regarding a defective bag purchased online. On 30 November 2025, I emailed Aldo to report that the bag’s handle came off on the first day of use. As requested, I provided photos of the defect. I received no response, which led me to send a follow-up email on 05 December 2025. Due to the lack of feedback, I then took the bag into the Aldo store at Clearwater Mall on 10 December 2025, hoping for assistance in person. The only response I received was on 16 December 2025, where I was informed that delays were due to peak season and that an exchange would be created, with a new order number to be provided shortly. Unfortunately, to date, nothing further has been received, and no exchange or resolution has been actioned. This entire process has been frustrating and unacceptable. There has been no sense of urgency, poor communication throughout, and I have had to continuously follow up just to receive vague responses with no actual action taken. As a customer, I expect better service — especially when dealing with a clearly defective product reported immediately after purchase. Aldo, where to from here? I am still awaiting a proper resolution.

*Unhappy customer*