Complaint Review: Louis Vuitton

On 11 July, I spoke over the phone with an LV customer service rep on two requests: To confirm availability of a specific Nevefull 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 again. $1000 spent and LV didn’t even have the decency to reach out to me as a customer. Simply sent the bag back.