The Viral Moment: Testing Chanel Customer Service

Volkan Yilmaz — known to his millions of followers as Tanner Leatherstein — grew up in his family's tannery in Turkey, learning to convert raw animal hides into finished leather from the age of eleven. 

That foundation took him through an improbable journey: a failed business venture in Turkmenistan, a green card lottery win, years driving trucks and cabs across New Jersey and Chicago, an MBA, a brief stint in management consulting he couldn't stand, an Etsy shop he built from scratch — and eventually, almost by accident, a viral video that changed everything.

He started cutting luxury bags open. Applying acetone to test the finish. Burning the leather to verify tanning claims. Scratching the hardware to see what's underneath. And asking, what are you really paying for?

“At upwards of $500, they’re not selling you a leather bag, they’re selling you a signal of status loaded on, hopefully, a good leather bag,” he says. “If I’m a customer of this brand paying $3,000, I know I’m buying a status signal, but at least I deserve the best quality of materials and craftsmanship.”

Leatherstein joined BoF founder Imran Amed at our London offices to discuss what he's found inside some of the world's most famous handbags, what it tells us about the relationship between price and quality in luxury, and what he believes comes next for an industry under growing pressure from consumers who are no longer willing to take marketing at face value.

• The tannery is where his authority comes from. Yilmaz grew up in his father's Turkish tannery, learning to select raw skins and work through the chemistry of tanning from the age of eleven. That early immersion — sensory, unglamorous, technical — is what allows him to read a bag's construction in ways most consumers cannot. "I was so fascinated how this smelly dirty bloody trash turns into a luxury fabric at the end of that process," he recalls. "Like alchemy."

• The path to the camera was as unlikely as the path to leather. Before building a following of millions, Yilmaz had to overcome a conviction that he was ill-suited for on-screen performance. The shift came while filming a charitable appeal — nervous, voice shaking, but he got through it. "I realised this is just a decision I made and I could change it," he says. The inner voice that tells us what we can't do, he argues, is often just a choice we forgot we made.

• His methodology is deceptively simple. Every review follows the same sequence: an acetone test to strip the finish and reveal the base material underneath, a hardware scratch test, a flame test to verify tanning claims, and a cost-of-goods estimate to calculate the retail multiplier. "The finish is the makeup on the bag," he explains. "I'm trying to see how much makeup is on it." At the luxury tier, he says a multiplier of fifteen to twenty times is not atypical.

• Status signalling is real — but it comes with obligations. Yilmaz doesn't dismiss luxury pricing as a con. If status is what the customer is paying for, that's a legitimate transaction. But it's not a blank cheque. "If I'm a customer paying $3,000, I know I'm buying a status signal — but at least I deserve the best quality of materials and craftsmanship," he says. "What surprised me in these dissections is that sometimes I couldn't even find that."

• Luxury isn't ending, but it needs to become something else. Challenger brands have proven that very good leather goods are achievable at the $500–600 price point, and Yilmaz believes that will pull consumers away from the traditional luxury tier. The brands that survive will be those that find a new reason to be desired — beyond logo recognition and price inflation alone. "I don't think it's the end of luxury," he says. "It's just an evolution."

Additional Resources:

• From Critic to Craftsman: Tanner Leatherstein’s Next Chapter | BoF 
• Volkan Yilmaz | BoF 500 | The People Shaping the Global Fashion Industry 

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