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I ordered a wallet for my wife through their 1866 number. I was instantly connected to a sales rep. The individual was extremely professional, patient and extraordinarily helpful. My first order was cancelled due to me giving the wrong address. However, I called back and they instantly corrected the issue and reprocessed my order. This individual was exceptional as well. They did a superlative job with every interaction and my package arrived 3 days later.
I had an issue with one of my Louis Vuitton EW bags and I went to the Louis Vuitton Store at Bloomingdales on the 59th Street in NYC. I received exceptional service at the boutique and was very very happy with the service Jean ** provided me with. The company really cares about their customers. Really a big fan of Louis Vuitton. They have very patient employees who really listen to the customer.
I think the reason for such a low rating is because most people who have a bad experience leave reviews more often whereas people with good experiences don't. The reason for my review is that my most recent purchase, I had incorrectly put in my billing address so I contacted LV through chat and the associate helping me was so sweet. Her name was Charmaine and she answered every single one of my questions timely and efficiently. When I told her the issue, she asked if it would be okay if she called me. I said yes and she called me right away and kindly fixed the order for me and even provided complimentary overnight shipping on MY mistake after I mentioned I had a trip coming up. I wasn't expecting any kind of restitution for my own mistake but I'm so glad I had the pleasure of speaking to Charmaine.
I went in store to purchase my Neverfull 6/9 and it would be hot stamped and shipped on 6/10 from Macy's Herald Square NY. I purchased items from Jo Malone the same day and I received my package by that Wednesday 6/12 but still no LV order. Called customer service on Saturday 6/15 and no tracking was available. I spoke to a rep and she was helpful and provided me her ext to call back. I called back and she was not available and was sent my information and she never called me back. I called back later that evening and and my information was sent over to the SA and to the store as urgent and I was advised I would receive a call the same day. Here it is Mon 6/17 and still no word from LV Herald Square. Another urgent message was sent and still no word on my tracking! I'm about to dispute this with my financial institution soon.
In June of 2017, I purchased the Berri Messenger bag. It was lightly used when the strap attachments began fraying on both sides of the handle. One eventually tore completely and the ring broke. I brought it to the Palm Beach Gardens store in Florida where I received sub-par customer service. They advised the handle would be repaired and it would take 6 weeks. After almost 8 weeks, I was contacted and advised the handle was actually replaced and the bag looked brand new. The bag arrived and yes the handle is brand new, however, I am totally dissatisfied as the bottom of the bag’s leather is aged and the new handle looks ridiculous. Based on the fact there was a quality issue with the handle, LV should have replaced all the leather on the bag. I have much less expensive handbags of greater quality. LV products and customer service are inferior to other brands. Don’t waste your money!
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On April 18 my husband placed an online order for a handbag for my birthday, 7 days later. He received in a timely manner and hid the box until the morning of my birthday. Upon opening the box, we realized that LV had sent the wrong bag! Not even close, it was a Michael backpack. Very disappointed considering my husband was so excited to surprise me with a beautiful bag I had wanted for a while.
I called customer service and advised them of the mix up, to which they didn’t seem all that concerned. They said I can exchange for what I really want but first I need to send the backpack back, and “upon receipt and inspection which can take up to 14 days” I would then be sent out the replacement. Because my husband wanted it to be a BIRTHDAY gift, on my BIRTHDAY... Not sometime in 2023 when the exchange is processed (at this rate) we decided to just place a second order for the right bag, and do a full return on the original but wrong order.
First bag was sent back and received/signed for May 1. On May 8, I called to follow up. And if you think the first part of this review is bad - hold tight 'cause this is where it goes from bad to horrible customer service. I explained the situation, and provided my order number. The rep said she had no record of that order but “they should have received it by now”. What?? I asked if there was a return label issued, how is there no record, and what about the refund for the original purchase... The rep ended up finding the order but said it had been cancelled. How was it cancelled, if we were charged, and received a package (although wrong) and were issued a return label... Unreal. It’s like they just say anything on the phone with no solution to the problem.
After much back and forth, the rep sounded like she was just saying whatever to get off the phone and could care less. She advised that “oh yes, we did receive it and issued a refund but it’s your credit card's fault that it’s not showing up”. I got off the phone completely dumbfounded and still have not received a refund. This month alone we’ve spent $4000 at LV and half of that has just vanished into thin air it seems. We are ready to open a chargeback on our card if this isn’t refunded. I have never dealt with such pathetic customer service and am embarrassed for the company if these people are their frontlines. I would have better luck returning a used ham to the grocery store. Unreal. Disappointed and downright illegal what they're doing to the customers.
I ordered a handbag online, had it shipped to my house BECAUSE it only told me that I would have to sign for it, AFTER I made the purchase. So I called after the first attempt to reroute. Was advised I would get at my work in two days. When I didn't get a confirmation the next day about the reroute, I called. Was advised that they couldn't verify my work, so I would not get it delivered to my work. (But I guess if I hadn't called no one would have advised me) When I asked how did you try to verify, no one could tell me the answer. So I spoke with a manager Ezekial, he adv he could have it sent to my local UPS store and gave me the address.
Received a text the next morning that it was sent to a DIFFERENT UPS location in a nearby city. Called and spoke with Nicky (de-escalation team). She was NO help. Just basically said, "Not sure why Ezekial told you that, it had to go to the other UPS location." I told her I'm not driving an hour to get this when they advised me wrong. You would think they would offer to overnight me a bag to rectify, but I think the writing is on the wall. LV customer service is pitiful. Guess they make too much money to care about me or my order. Then they wanted me to go get the bag to return. ARE YOU KIDDING ME! I wasted 2 hours on phone calls, got hung up on and all they can say is sorry. I will be wring the BBB and social media and higher ups. Even if nothing happens, I at least will tell my story.... SHOP another brand!
My husband and I was shopping in this store. I was looking for a new purse and he wanted a pair of dress shoes. Elein was helping my husband as soon as we walked in. He asked if they had what he wanted. She said no. He walks back to the shoes and they were in the display when he asked for his size. She was very rude. Gave us dirty looks as if we could not afford to be in the store and I was asked repeatedly if it was my first LV product which I stated numerous times it was not. My husband still went ahead with both purchases and the woman followed us out of the store. If this is the way you treat your customers I will never be back again and neither will my husband. It was disgusting.
I purchased a pair of sneaker socks on February 10th. I received them on the 13th. I call the company who sent me a shopping return label. I shipped them the same day. I was told that I would not receive my shoes until they receive the returned product. Well they received their shoes back and now the item is unavailable. Spoke to several representatives and received several different explanations as to why. I'm in disbelief. I am requesting a refund and will no longer do business with them. Customer service and empathy is the worst.
I purchased the Louis Vuitton Neo Noe a little over a month ago. I am noticing wear on the drawstring. Keep in mind I only used it a few times. Customer service is awful. I purchased this online. They wanted me to bring it into my nearest Louis Vuitton store. Which is 4 hours away. It needs to be repaired. I have been bothering them since last week. I have sent in photos. The only thing that they can do for me is to contact the store to send me a label for repair. I refuse to pay them any more money. Not impressed. No help. Had to keep calling them. Buyer beware.
I went into this location a week ago. The representative that helped me with my damaged bag did not provide me with an estimate of the cost for repair. She took my mobile number and pictures of my bag. According to client services, I should have left with an estimate to repair my bag.
My husband surprised me with a beautiful bag for Christmas, however, it wasn’t practical for me to use every day so I went to exchange within the 30 day period. I chose a more expensive bag but the manager, Edwin **, was so rude and refused to exchange my bag. He pointed out how my bag was used, which I told them before I used once. In a condescending tone he stated he could not do anything for me and could not help me at all. He was pointing, with his pinky finger, at “used” areas of the bag which my husband and I did not see what he was talking about. According to Edwin, “we chose not to see them.” For such a high end retail store, the customer service is lacking professionalism and is a disgrace. I'm hoping the email to the store manager from corporate will rectify this situation.
I purchased a Flower Hobo at the Louis Vuitton in the South Coast Plaza on 1/1. When I got home, I realized that the key to open the lock on the purse was never given to me. I tried calling the store, but you can only talk to someone in client services and not someone directly from the store. I had to put in a request for them to email the store and have someone contact me. It's been four days and no one has called. For a brand that sells $2,000 plus purses, the customer service is basically non-existent. Shame on you Louis Vuitton.
5 years ago, I purchased a Speedy 35 Damier. Carried it for 6 months when my husband bought me a Neverfull for Valentine's Day. I put the Speedy up. Carried my new bag. Months later I went to carry my Speedy. The edge of bag was cracking along the stitches. I took bag back and was given a new bag. I purchased a wallet to match the Neverfull. Two years later the Neverfull LV signs are rubbing off, there's a crack on each side of the bag. I don't carry heavy things in my bag.
Around April 2018, I emailed LV headquarters and they blew smoke in my face. Telling me to take it back to the store. I called the store and they said, they don't fix cracks. I asked what am I to do. I believe it's the quality of material LV is using. I bought my 1st LV in 1986, a Speedy and that canvas is a better quality and I have all the signatures on it and no cracks. I realized that LV doesn't stand by their quality, so I resorted to seeing if I can purchase 2 to 4 patches to cover up the 2 cracks, so I won't be embarrassed. And they wouldn't sell me the patches. My next purchase will be the Gucci bag. I have given LV money for a Speedy, Neverfull, a safari scarf, expensive sunglasses, and belt. And they can't stand behind their overprice stuff.
I received my Louis Vuitton box that I signed for on December 21st. I opened the shipper box and then opened the holiday box inside. Their Distribution Center sent me an empty box, there was no wallet inside. This was a Christmas gift for my best friend. I immediately called customer service, on the phone for an hour and 1/2. She said they have to investigate this. I want a refund for my $371.00. All I have is an empty box.
In the meantime, I literally had to purchase another wallet from their Denver Colorado store and won’t be shipped till after December 25. I am a very loyal client and have purchased a lot from their website. Unfortunately they have just lost me as a client. They should have sent me another wallet. I have no idea if they are ever going to take care of their mistake, and yes right now I just spent 742.00 and I am only getting one wallet. Come on Louis Vuitton, you can do better than this. No more Louis Vuitton website for me, I am done! Please take care of this matter.
Went to Paris for my Speedy 20b and key cles. Sales associate was so nasty, had us sitting around for 15, 20 mins in store that's completely empty before they had someone over to help us. I saw a few things I didn't like on the bag, I asked politely if they had another one, he had the nerves to say they are all the same. Stupidest thing ever came out from a sales associate, if he was spending thousands on a purse is that the same level of service anyone wants? Not even Coach or Michael Kors would say anything like that. Aside from the in store disaster. I recently purchased two separate order on their canvas pieces. Both came defected! Both hardware problems. One was missing a rivet the other one has a black burnt mark on the d ring.
Do not buy any LV handbags from the Louis Vuitton Nordstrom in Seattle, Washington. You will be sorry if you need to exchange or return handbag. Unprofessional and poor customer service. Complaint & returned of a $1,500 LV Monogram Neonoe handbag at the Louis Vuitton Nordstrom store in Seattle, WA. They are refusing to credit my acct. The manager at the LV Nordstrom store in Seattle, WA are rude, unprofessional. If you have a problem with a purchase and need to return their merchandise for an exchange or request a credit back to your Nordstrom account, they will use any excuse to refuse your return, such as, the merchandise was damaged when mailed back to us. Also, there are numerous online complaints from other customers about their horrible experiences at this Louis Vuitton Nordstrom store in Seattle, Washington.
I purchased a LV Monogram Neonoe handbag on October 26, 2018, by phone from Louis Vuitton Nordstrom. Within a week, I decided the handbag was too big and wanted to exchange for a smaller LV handbag. I called the LV store and spoke with a sales person and explained I would like to return the handbag and was then told to make sure the return is within thirty days, which I did. I had to call several times to request a shipping label. While at the post office, I called the LV store to request a printed label with a tracking number and was told by a rude sales person they do not email print labels with tracking numbers. I then proceeded with the shipping without a tracking number.
On December 3rd, I received a call from a salesperson at the LV Nordstrom store in Seattle, WA that was very rude and stated he was refusing my return. I ask why, he stated the handbag was not resalable and stated it had a scratch at the bottom. I stated "no way" and that I returned the handbag in new condition with no damages and no scratch at the bottom as he claimed. I also stated to the salesperson how is it possible for a handbag that cost $1,500 be that easy to damage or scratched. I also stated it had to be damaged in the handling of your stock room. He then ask what do I want to do with the handbag. I stated I would like an exchange for a smaller LV handbag or a return credit in the amount of $1,500 back to my Nordstrom account. He stated very rudely "that's not going to happen." I then hung up because I was upset.
On December 4th, I forward an email to Nordstrom Manager Adrienne ** at the Seattle WA store. She later responded by email "it's up to the discretion of the manager at the LV store to exchange or credit my Nordstrom account. I emailed back and stated my account is with Nordstrom, not Louis Vuitton and I emailed you in hopes that you would resolved this problem. I then sent an email and complained to the Louis Vuitton and Nordstrom Corporate offices about my return of the LV handbag and that it was in new condition when I returned it with no damages and had no scratch at the bottom as the salesperson claimed.
The Nordstrom Corporate Manager Debbi ** called on December 19, 2018 and stated she was sorry and will not be able to credit my account for the return of the handbag because it has to be with the Louis Vuitton store manager and their policy differ from Nordstrom. I stated, my monthly bill is with Nordstrom, not Louis Vuitton which is leasing inside your store to gain Nordstrom customers and is advertised online on your Nordstrom website. I expressed how disappointed I was and stated, "You still expect me to sign for and accept back the return handbag by UPS that the salesperson claims has a scratch and continue with monthly payments on a $1,500 handbag."
"Before I hung up," I stated, "I will file another complaint, seek legal advice and there's no way a customer should be treated like that and expect to pay for a handbag they claim is scratched." As of today, December 20, 2018 the handbag has not been returned and I have not had the pleasure of enjoying the expensive handbag I purchased. I truly hope this compliant finds its way to the owners of all Louis Vuitton and Nordstrom stores in regards to my horrible experiences I've had in returning the handbag to the Louis Vuitton Nordstrom in Seattle Washington.
I purchased a Louis Vuitton Black Epi Neverfull bag this year which was my one big splurge. I loved everything about this bag until I noticed several scratches on the leather after the first time I used the bag. When I took it back to the store, the associate took pictures and sent to the team in California to review. Several weeks went by and I was told the abrasions were considered normal wear and tear. After one use! LV offered up no solutions and basically I am stuck using a bag that easily gets scratched. If you love the look of LV Epi bags... Buyer beware. Buy it knowing that it will have a million little abrasions. Highly Disappointed!
On November 23 I purchased 3 Neverfull Bags at LV on Michigan Avenue and had them shipped to my home. They came in 3 different boxes since they were ordered and shipped from different locations. The boxes were delivered and signed for but One of the boxes looked different than the others. It had been taped on the sides. To my surprise the one LV box was empty! No bag, only my shipping papers.
I immediately called LV, they could have cared less. I have made several calls and sent emails to LV and no success in helping me recover my bag or assistance in reimbursement. They could care less. UPS stated they are doing an investigation, LV is doing nothing and AMEX denied the claim since they consider the shipper responsible. Somebody needs to stand up and take care of this. I personally have 10 LV purses. These were for my daughters. It will certainly be my last purchase with LV. I'm Done!!! I shouldn't have to fight for something I paid for and counted on being delivered.
I just got home from NYC and I was pretty upset with flagship store of LV in 5th Ave. and 57th street. I’m so excited to get my 2nd LV product and after much deliberation about which one to get between Cluny BB or MM, I decided to get the Cluny BB. When it’s time to pay I was surprised that the SA is bringing the display for me! I said “you’re not giving me a display!” I will not pay a full price for a display! She said that it was just put in the display the day before! Like I believe it! She should have told me that that’s the only one left before I wasted my time and her time! I went to Bloomingdales and the SA explained to me that they only keep one or 2 of the same kind of bag so usually it doesn’t stay for a long time in the display.
I told him it’s not right because a lot of people touched the bags already! I’m not sure if this is only customary in the US because if I remember it right, when my friend bought her LV in Italy, the SA wears white cotton gloves and they gave her a brand new one from the backroom. I also noticed in LV store here in NYC that their bags was just stored in a drawer without any protection! I don’t understand how they carelessly store the bags like that and they expect us the consumer, to pay a lot of money for it and to think they tell you how to take care of it and even provide a dust bag but they never practice what they preach!
Reading from the complains here, I’m not surprised why such problem occurs! My first LV purchase (Macy’s) was nothing like it! They gave me a brand new bag! I wonder if it’s only certain store and people they do that? I mean if they think that you desperately wants a bag they will offer you a display instead of offering you a new one! I know LV doesn’t go on sale but please give us our money’s worth! We worked hard for it! Not buying anything from LV anymore!
We order stuff online all the time and have it delivered to our house but only Louis Vuitton couldn't deliver when we're home. Despite several phone calls telling them when we'd be home they ignored us. Worst customer service on the planet.
I purchased my first $2200 Neverfull handbag one year ago. All the corners and bottoms are fading in color. I brought it to the store and they said they couldn't repair it and "it's wear and tear". I was going to purchase another one, providing they fix this one. Called customer relations and they couldn't do anything. Extremely disappointed in their customer service and quality! Never will be I buy a Louis Vuitton again!
Louis Vuitton products are very expensive, but I experienced the cheapest customer service. They are only nice for the sales, but not nice when a customer needs help for the problems. My Victorine wallet in pink patent leather had a stain issue which wasn’t created by me. It had been used only a couple months, then set on my closet shelf for another couple months. I noticed darkish little dots were created on the back of the wallet. I believe the leather wasn’t finished in a proper way. I visited the Louis Vuitton store in Westfarms mall, and asked to send to the company for an inspection. The manager and another sales associate didn’t want to do anything at first, and keep saying that I did something to make those stains. I kept asking to do something, then they took pictures to send the company. They said they will contact me when they hear back from the company, which will take about 48 hours.
However, They never contacted me. I sent an email to the Louis Vuitton company, their response wasn’t good either. They said I should try a different Louise Vuitton retail store. They cannot help anything directly. I was shocked how poorly Louis Vuitton treats their customers. Of course, I would never buy their products again, also I want people to know not having a bad experience like me. Usually, the customer cares from the other luxury stores are very professional, that’s why we trust and purchase for such a high price. Louis Vuitton does not provide the same quality of the professional customer service.
I’m beyond upset with Louis Vuitton. My husband and I visited the KOP location September 1 2018. We purchased a Surene MM. Absolutely beautiful purse. This was a extremely special gift that my husband bought me and shortly after our purchase I’m devastated about the outcome. After a couple days using the purse I realized this purse was not good for me. There is a area of the strap where the two pieces of leather meet the chain and actually pull at my hair and rip it out of my scalp. I called LV client services and they stated it was no problem and I could exchange the purse for another style. At this point I had my purse for less than 2 weeks. I then drove 45 minutes to King of Prussia LV and they refused the exchange.
They stated due to the fact of using the purse it was unexchangeable. I showed the Manager my hair that was still attached to the purse and explained that it was painful every time I had to try to get my hair out of the purse. The manager said that she was sorry that’s happening but she will not do anything for me. I used the purse for three days and it was in the same condition that I bought it. At this point I was in such disbelief that someone could actually think it was ok for that to happen that I called Client Services while I was in the store. They suddenly have no record of my call but instead they have a call on the same day about a purchase over the phone for another bag! What!? Client Services stated that the store had the decision to accept my exchange.
This store has refused to do a exchange on a very expensive purse that is pulling my hair out of my scalp. This is not fair! It has now been a complete nightmare since dealing with this company! I was working with a rep at Client Services that said the store will try to do a repair. I sent the bag to LV in KOP and they were suppose to call once they received it. Of course they didn’t. Instead, they shipped it back to me after having it for 5 days! A gentleman from the KOP location left me a voicemail stating they were unable to refund my money. A refund is not what I wanted. They were suppose to do a repair! I’ve called Client Services over a dozen times asking to speak to this supervisor who will not call me back.
I’ve spoke to several people who say they want to help but have no results! I spend numerous hours of wasted time running in circles with these people. I spent a lot of money for a purse to use not to sit in a closet. All I wanted was a repair or exchange for different bag. Is this too much? Extremely disappointed with the lack of professionalism and Customer care. The level of customer service is completely different when you’re purchasing to when you need help with a bag that possibly has a bad design for you. I’ve never given a bad review online! But I also have never dealt with such horrific service!
I bought a Louis Vuitton little over 5 months ago (I have been trying to get them to help me since it happened, my purse was brand new at the time) and once I placed my bag on my seat in my car, the bottom of the bag melted. Really not sure what happened since this was a very expensive purse. My car and the seat were not hot because I was sitting on it! It was about 70 degrees outside in Colorado. I sent the purse back and LV told me there was nothing they can do. This was a $2900 bag.
Based on my BBB status, I show complaint was sent to Louis Vuitton on yesterday. Not sure if my formal complaint or other online reviews made a difference, but I received a call from Louis Vuitton today explaining there was a miscommunication between client services and the department responsible for receiving returns. I was told everything has been cleared up and another overnight label was being sent to me. I was told the rep working my case was checking the status and then became aware of the mixup. I will initiate another return and trust the issue will be resolved. Finally.
On 11 July, I spoke over the phone with an LV customer service rep on two requests: To confirm availability of a specific Neverfull bag for purchase. To inquire about replacement for my Speedy that has significant cracking. This was my second conversation to discuss both. As I am a resident of Pike Road, AL, the Saks location in Birmingham, AL is my closest LV store. My original conversation also discussed Neverfull availability and Speedy cracking with hopes to resolve in store. During the 11 July conversation I was made aware that the Neverfull I desired was not in stock at the Birmingham location but could be shipped to a location in NYC to coincide with my family vacation.
During the 11 July conversation I also stayed on the phone with the customer service rep who diligently searched store inventories to locate one that also contained adequate number of Speedy models to match my current; As due to cracking experienced, my bag would be replaced in store. This is the second confirmation I received of replacement. The initial rep also indicated since bag was less than 5 years old, it would be replaced. Due to numerous forums and blog posts I’ve read regarding cracking and issues, I asked if there would be any issues completing in store. During the 11 July conversation I was assured there would be no issue and there would be no problems with replacement. Upon notification of arrival at the NYC store (Saks 611 Fifth Avenue, 1st Floor), I arrived to complete both transactions: 1. Retrieve ordered bag 2. Replace Speedy.
I’m very disappointed at the overall service experience after my family and I (after traveling all day from Alabama) spent our first evening traveling to the store from a Queens hotel and waiting to be helped. I personally counted 4-5 reps with at times 3 standing at the counter. After waiting to receive my bag, I then proceeded to discuss the replacement. After explaining, the reps pulled and prodded my bag with facial expressions that did not demonstrate the customer service I would expect from LV. After continuous conversation with reps and the store manager about the cracking and “protocol” (which was not shared during either conversation with phone customer service), I was then asked about storage and climate. The manager indicated they were not familiar with any cracking of the Speedy bag.
After another customer mentioned his experience with cracking as well, I was pulled to the side by the manager and told she owns many monogram canvas bags and none have cracked. I could go on but believe I’ve done enough to express my displeasure with the customer service received. Overall, this entire experience and interaction were very disappointing. I shared with my brother in law who is a VP for Coach. He shared what proper customer service protocol should have been and also expressed his disappointment. More importantly, he pointed out proper service for two major concerns I described. Bag examination should have been done in a discreet manner and not one that made me as the customer feel uncomfortable and ashamed as if my bag was being examined in front of other customers to determine authenticity.
I was never asked for profile info or the sales information. Secondly, the manager showed the complete opposite of empathy by explaining her bags never experienced cracking. She explained protocol again but this is completely contrary to what was shared initially over the phone. Traveling with a family of 5 is already difficult with luggage space. With proper protocol information before leaving home, I could have preserved luggage space for my traveling family which includes 3 small children. After back and forth with terrible customer service at a store, I sent in pictures of my Speedy and received a voucher for return after customer relations indicated a defect and indicated they would honor replacement.
After waiting on Status and phoning customer service with no return, they sent my handbag back to the WRONG ADDRESS. A shame a $20 handbag outlasts these. Disappointing. After being a committed customer with 4 purchases, I WILL NOT be patronizing LV. Do not waste your money on a subpar product with horrible customer service backing. $1000 spent and LV didn’t even have the decency to reach out to me as a customer. Simply sent the bag back.
In May 2018 I purchased this shoe for my Birthday, paid $842.00 at LV online. Wore the shoes occasionally... A month later I began to notice the sole on the heel part extremely worn down... Mind you I have less expensive shoes that I wear more regular and had for years that has not presented this problem. I called customer service to explain my concern. The representative took my name and number and told me a manager would call me back. This never happened. I called back a month later. Sent pictures, went over the same story again... Rep said he would call me back. That never happened.
I am furious at this point and called back a third time requesting a Manager. She apologized profusely, I sent the pics again to her, repeated my story again, she took information and told me she will call her quality department and get back to me. She returned my call within 10 minutes to say that there is nothing that they can do for me because it is normal wear and tear... What??? The cheapest no name shoe I have ever bought in my life has never had the sole wore down within a month. I am talking all the way down!!! This is not what I expect for $842.00.
Over the past 6 years I have had my bag exchanged 3 times at the LV store in Towson Mall... They exchanged it each time for acknowledged defects. Something is not right with the quality of LV products being sold in the USA. I even asked them if their products were real... For almost $2000... I should not have to take my bag back 3 different times within a 6 year period for manufacturer defects! They need to be investigated! I question the legitimacy of their products. I am sure I am not the only one with these issues.
My name is Maame ** a good Louis Vuitton client. I purchased a bag and another bag made of the same material 5 years ago. I took it to the main Louis Vuitton store at Tyson’s corner for repair due to both of them falling apart. the manager and repair specialist rudely told me the body bag is a known issue so it can be exchanged. They told me the big bag, the one attached cannot be repaired nor exchanged because it got that way due to wear and tear. I told them I hardly wear the purse due to the price tag. The repair specialist told me and I quote, "I do not know how you carry your bag but that is clearly wear and tear."
I tried for an hour to reason with the manager to no avail. I then went to the Neiman Marcus Store since that is where I purchased both bags. Mr. Khang ** was very kind, took the time to take pictures and sent it to his repair specialist last Saturday. I called him yesterday and today, left a message for him today. He called me back and said nothing can be done. I called client services and was advised to email pictures which I did twice. No one answered my email so I called back after 3 days. Was put on hold for 30 mins. A client service lead came on the phone and told me the bag got that way due to wear and tear. It cannot be repaired and the leather binding can be repaired for 240 dollars. I spend a lot of money on a purse, hardly used it, canvas fell apart and it’s wear and tear. Bad product pictures attached. Bad customer service too, very quick to smile when they are taking your money and quick to treat you bad when products go south.
I'm so upset! I spent a lot of money on my white LV bag and haven't used it a lot because I was afraid that it might get dirty. Every time I used it, I always cleaned and put it in the included bag that they gave me. Recently I took out the bag and found out that it turns yellow and sticky. I brought it to the store and later found out that it's not consider a quality issue because the bag is about 13 years old! I paid thousand dollars for a bag that cannot last more than 10 year!? Big disappointment for a LV product. I paid 300 for a Coach bag that lasts me for more than 10 years and still in good condition. NO MORE LV PRODUCTS!!!
To start off, this review is my honest horrible experience with AMANDA and the entire staff at Louis Vuitton Garden City, Roosevelt Field Macy's location. LIZ also added to my unpleasant experience. After owning my Pochette Metis for a short 2 months, with gentle use mostly on weekends, the wax on the edge of the shoulder strap started to peel off. I was shocked and upset since I'm gentle with my items, especially high end "luxury" ones. I went in to LV and explained to AMANDA the issue and she said it's no problems & that this style bag has been having these problems and she will put in a complimentary replacement strap order free of charge. I asked for a confirmation receipt or paper, and she guaranteed I did not need one, just my name/last name. I asked one last time and she said not to worry. I took her word for it.
She mentioned 6-8 weeks, and honestly, I wasn't in such a rush that I did not call or bug anyone, thinking I would get an update eventually. (That was Nov 2017) Months pass & having not heard from them, I stopped by confident that they just forgot to call me since it was already March 2018. I asked the first available associate and she said she can't locate any order in the system with my name. As she way saying this, I saw AMANDA walk out. When I explained to her, she also looked like a deer in headlights. She could not explain to me why the order "she placed" was not coming up. Now that I think about it, I wish I didn't stay so calm and act so kind. Others would have caused a scene. I calmly waited for her to place me another complimentary order. This time I demanded a receipt. No sorry, nothing.
Weeks later I decided to call and see what the update was... and this is when everything hit the fan. I looked at the receipt she gave me and it showed $210.00 charge that was NEVER mentioned to me. I wanted to speak with her to clear this up since it was complimentary. I have screenshots (proof) that I tried to get in contact with AMANDA 24 times. Every time I called the store, different employees told me AMANDA will call me right back, I called from morning to evening, spoke to a minimum of 5 different people (one name I can remember is George). HOW IS IT POSSIBLE THAT YOU GET 24 CALLS TO A STORE AND CAN'T CALL BACK??? I ended up in disbelief calling a customer service line that got in contact with (a manager?) named ROSA who guaranteed AMANDA would call me. N E V E R H A P P E N E D. Weeks went by and some other employee called to say my strap is finally ready.
I went in, and had the displeasure of meeting LIZ. She brings the strap and tells me my total is $210.00 (HAHA) I told her I'm not paying a penny and tried to quickly explain my situation... instead of her saying, "Sorry for your experience"... ANYTHING they teach people working sales, ESPECIALLY high end luxury companies. If someone is paying $$$$ for handbags, we expect and deserve to have a pleasant experience and top of the line customer service, especially with simple requests such as these. In the end, I hope people like AMANDA and the rest of the staff gets contacted from someone higher up and is given a lesson in basic customer service and general common sense. I would expect this type of service from cheap stores "fast fashion" but not LV.
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