[eminere™]

Originally Posted by gelbergirl

I would give them a call Monday morning. Ask to speak to a supervisor.
Do not be confrontational, instead take the approach of "you all must have me confused with someone else."
& "despite the quality control issues at eLux, I have continued to order from you. In fact, I am surprised that you are all even having such problems considering the market you serve."

Then write a letter summarizing your conversation and how it went.

That's great advice, and send the letter to the senior management of eLUXURY, and CC Louis Vuitton and LVMH. If that doesn't work, file a complaint at the relevant government authority.

[hawaii2484]

well, no word yet from the manager at eLux; i will call them tomorrow, and the moment i'm finished, i will log onto tpf and update all of you, my friends.

thank you for all your kind, uplifting words and advice on what to do. i will report eLux to the bbb - i hope i won't be ignored as i am only one person and elux is a big company part of a large corporation.

[madein18]

WHAT???

i believe there is NO SUCH THING!!! in the world!

seller >blacklisting>>> any customer!!!

!

[NUrseluvsLOUIE]

~What a horrible experience. I feel really bad for you, it's totally uncalled for. I hope you'll have a chance to speak to the mgr. I hope tomorrow will be a better day for you. Lotsa ~

[gapaholic13]

That is just messed up. Good luck tomorrow and keep us posted!

[southerncharm]

First of all, the flaws you mention with each item you returned were significant, I mean some were even missing parts !! i.e. strap!!!!!!! Did you call the president of eLUXURY Ann Hepler's phone #, I see if it was listed on the BBB direct link for Eluxury. Please let us know what happens!

[Classic Chic]

no way! how can the banned you when the items returned were defect in the first place!? were those item returned or exchanged for same model? The only solution for eLux is actually shorten their return period, 60 days is unheard of, and it invites shameless people use it for special occasions (holidays for example), enjoy few more weeks and Then return it. I'm soo sorry this happen to you, but please keep up posted, good luck

[kimalee]

omg! that's terrible! sometimes LV's customer service is HORRID. I'm so sorry this happened to you!

[princesslv]

hi i am so sorry. my friend got blacklisted from louis vuitton. and if you get blacklisted from eLux you also get blacklisted from lv.com and all lv stores including neiman marcus and Saks. she even wrote numerous letters to lv manager because they accused her of selling on eBay which she was not. she just sold two bags that she did not want anymore. lv would not even return her calls or talk to her and they treated her so horrible. and to this day she is still blacklisted. she even consulted a lawyer and was told that there is nothing you can do. any store can blacklist you for any reason they want. sorry lv sucks sometimes

[juu_b]

Originally Posted by princesslv

hi i am so sorry. my friend got blacklisted from louis vuitton. and if you get blacklisted from eLux you also get blacklisted from lv.com and all lv stores including neiman marcus and Saks. she even wrote numerous letters to lv manager because they accused her of selling on eBay which she was not. she just sold two bags that she did not want anymore. lv would not even return her calls or talk to her and they treated her so horrible. and to this day she is still blacklisted. she even consulted a lawyer and was told that there is nothing you can do. any store can blacklist you for any reason they want. sorry lv sucks sometimes

wow, that is very unbelievable that LV would do such thing!!

On the other hand, i hope you get things sorted out. This is extremely ridiculous and completely stupid especially since you spend SO much money with them. and the problem is not even with you! they should be checking their items before shipping them out. the customer should not be the one to inform the company of defects or used products ESPECIALLY since you are paying so much for it !!! keep us updated!

[IheartLV99]

Originally Posted by hawaii2484

i'm so upset; i'm teary-eyed and furious.

in the past, eLux has sent me shamefully used & defective louis vuitton handbags, but i continued to stay loyal and purchase from them, partly because i liked their service and also there are no local boutiques.

i've spent thousands of dollars w/ eLUXURY and tonight the sales rep informed me that i cannot shop at their store ever again. i assume it's due to my exchanging 5 defective, used, and missing strapped bags (since 2006).

i've exchanged the following w/ eLux:
batignolles horizontal - due to a missing key ring
batignolles horizontal - stained vachette on handle
montaigne clutch - missing strap
vernis french purse - crooked embossing/folded incorrectly
roxbury drive - sent me the wrong color

the sales rep was very cold and impersonal. we were in the process of figuring out why eLux lost my exchange order, and the rep says, "what was your cvs # on your charge card, uhm, hmmm, can you hold a minute..." i was on hold for 15 minutes when she finally came back and said i was banned and "thanks for calling eLUXURY."

AHHH, the nerve of that woman! i asked if i could talk to her manager and the rep told me that the manager was the one who authorized the ban, but i insisted to speak with the manager, so the sales rep put me on hold. when she came back, i was informed the manager was "busy" (more like scarred to confront a loyal customer and tell them they can no longer purchase from an online store). the manager was supposed to call me within 5 minutes, but that was 40 minutes ago.

That's awful!!!!!!

Shame on eLUXURY - I shop there, too, but will curb it now after hearing this!

I noticed the new LV site, where you can purchase directly, though, which is great.

It's pathetic when you can't get good customer service - especially on expensive purchases! It's not like you haven't spent enought money with them already! Yep, I'm definitely not going to shop through them anymore. I'm close enough to boutiques, though. I just need to not be lazy and get to them, instead of using my computer all the time

Good luck!

[hawaii2484]

hi everyone - bad news: i called eLux, was put on hold forever (i think the manager was hoping i'd hang up), and ended up worse off then started.

right off the bat the manager told me that "due to eLUXURY not being able to meet up to" my "high standards of perfection," they "are no longer able to service me."

that's when i said, "i have spent thousands of dollars with eLux, and despite all the defective/used merchandise, delayed exchanges, and lost orders i still remained LOYAL to elux because i have FAITH in the company - is this how you treat a loyal and faithful customer, by telling them they can never shop at your store again???"

she said, "uhm, well, because eLUXURY has not been able to meet up to your high standards of perfection....."

i said, "my high standards of perfection?! you've sent me defective & used merchandise - how is that my fault?"

she said, "well, we have a very strict LV team who thoroughly inspects every piece coming in and going out, so that's only your opinion as to whether we have defective merchandise."

i said, "well what about this for thorough inspection... i received a montaigne clutch without a STRAP! and later i received a roxbury drive in a different color than ordered. how can you tell me that your LV team thoroughly inspects every item when they're clearly sending out missing pieces and wrong colors! and furthermore, how does that reflect me having too high standards of perfection. i think when ordering a strapped purse, a customer should expect the strap to be included! how is this my fault!"

she said, "well, no, it's not your fault; that's obviously a problem with whomever returned it last."

** this is when i expected her to reason with me, to apologize for blacklisting me because of their incompetant business practices, but NO, nothing!!!

she said, "we will refund you for your roxbury drive, but that's it."

i said, "what about my wallet that your return department has been sitting on for two weeks and supposedly cannot locate? you will be refunding me."

she said, "what wallet? i don't see a wallet. in fact we've accidently given you a credit of $280, so i'm going to debit your credit card for $280.

i said, "NO YOUR NOT, because i have not received such credit."

she said, "yes, we did, so i am going to debit your credit card, and i think it would be better if you don't call here, and shop in a boutique..."

i said, "i think it would be better, for me and for you, if i called the better business bureau. good day!!!"

[kuppusamy]

Originally Posted by princesslv

hi i am so sorry. my friend got blacklisted from louis vuitton. and if you get blacklisted from eLux you also get blacklisted from lv.com and all lv stores including neiman marcus and Saks. she even wrote numerous letters to lv manager because they accused her of selling on eBay which she was not. she just sold two bags that she did not want anymore. lv would not even return her calls or talk to her and they treated her so horrible. and to this day she is still blacklisted. she even consulted a lawyer and was told that there is nothing you can do. any store can blacklist you for any reason they want. sorry lv sucks sometimes

WOW. That is just nuts! But, in all honesty how did the stores know she was banned? Do they have a list they can't sell to by the cash register?!

I'm so sorry this is happening to you! I definately would keep calling that manager at eLux and explain the situation. Tell her the items were DEFECTIVE not that you were using and returning. These stories just make me more and more scared to shop online.

[charleston-mom]

[quote=hawaii2484;5425390]i think when ordering a strapped purse, a customer should expect the strap to be included! how is this my fault!"

she said, "well, no, it's not your fault; that's obviously a problem with whomever returned it last."



This is proof positive of what I have been saying all along. E-luxury is routinely using their site to move returned, used merchandise, and not looking at things before sending them out to customers. I won't touch them with a ten foot pole! I'm so sorry this happened to you!

[jenniletv]

OMG!! I would be livid after that conversation!!!! Call your bank ASAP and stop that transaction!!!