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prettypurses · Jun 26th, 2009, 01:48 PM

Hi, I'm a long time lurker and have enjoyed reading all of your posts. I find your comments and opinions very helpful when I'm about to spend serious cash on a designer bag. Now for my problem...

...my last purchase was from the LV website. I purchased a bag and changed my mind about it. I went to LV which is located in Saks, they inspected the bag and said it was in saleable condition but they could only give me merchandise credit since they were not a free standing store. I then called LV online for my return authorization number and fedexed the bag back to them. The bag was not used or carried & I returned it in the same condition in which I received it.

Today I receive the bag back from LV with a letter stating that the bag was returned to them in unresaleable condition and I would not be refunded my money. However, I could exchange the bag at the store for another item?!? So it's my understanding that the bag is good enough for an exchange to be resold I'm guessing, but not good enough for a refund?

Has anyone else exerienced a problem with returning a LV? What should I do at this point other than open a dispute with my cc company?

CaseyjGilbert · Jun 26th, 2009, 02:31 PM

Thats really strange, I had a problem where my mom bought me my new daniel gm in oregon, but when she got it back to california it was in my opinion a bag someone had used and when I went to go return it they said I couldn't because it was in saleable condition!

I couldn't believe it, I hadn't even tried on the bag! I eventually talked to the manager and she agreed the bag was not acceptable and sided with me. cool right?

Nope, she wanted me to pay over 120 dollars in extra tax because my bag was from oregon and the new bag was from california where tax applied. That sucked! I just sent the bag back to oregon, whose manager apologized in sending such a tore up bag, but would never admit to it being a return.

After almost a month a got my new bag, which was new

The experience left such a bad taste in my bf's mouth he decided not to buy a bag for himself because the customer service was horrific

prettypurses · Jun 26th, 2009, 02:45 PM

LV has just lost me as a customer. LV was my first choice in designer handbags because of the construction & durability...and I love the patina of the vachetta. Now I am just appalled at their lack of customer service. I don't even want to carry my bags anymore because I don't want to be a walking advertisement for their products. Guess I'm better off saving my money anyway.

NLVOEWITHLV · Jun 26th, 2009, 02:49 PM

Honestly I think LV SA's can be snobby when it comes to returns... Once my DH bought me a mono cles I decided I didnt want it, when I went to LV to return it (with a receipt) LV denied me b/c they said they were experiencing people returning things as a result of theft... I was outraged, I am in the computer as is DH but I had to bring him up there before they would allow the return... but still, how rude!!! So, to answer your question, I think ALL LV boutiques have return exchange issues. Its like they are just bewildered as to why anyone would ever think of returning one of their precious items!!!

L.Bevahousen · Jun 26th, 2009, 05:30 PM

All I've ever seen in LV stores are notices saying that they will not give refunds but will exchanges within 14 days in resalable condition (unused). However when I was the new oxford st store they did a refund for a gil with no argument and didn't even look at the bag!

gelbergirl · Jun 26th, 2009, 05:42 PM

I may have read something to this effect several months ago on tPF.
Give a call and speak to a supervisor. Find out exactly what the problem is. Maybe a newbie processed the return or whatnot.

If you know the bag was not used, and still in perfect condition - not to mention that you had a LV Saks rep see it, you are in the right.

Let us know what happens.

prettypurses · Jun 26th, 2009, 06:01 PM

Ok, I'll keep you guys posted. I looked at the bag again and noticed that the outside dust bag appears to have some dirty spots on it and I found two small smudges on the handles. I really think that the bag got dirt on it during their inspection.

I am in the process of filing a dispute with my cc company. I have explained the situation to them and I am waiting to hear from them on how I should proceed with this. They also find it suspicious that LV will offer me store credit but not a refund.

nezumi · Jun 26th, 2009, 06:23 PM

I bought a damier eva at a LV store, and when I came home I found a scratch on the metal plate, and scratches on the hoop where you connect the clasp of the leather and chain strap. i also found that the sides of the bags were lopsided (which was very disappointing being a LV)so I asked to exhanged it. When I took it back, my regular SA was not there but another sa took care of the exchange. She was very nice and very apologetic, but didn't even look at the bag I was returning. She took out 4 evas for me to look at (which when I was there the first time, my regular SA said there were only 3 left - which I bought 1). Anyway, I found the perfect one and exchanged it, and when the SA was wrapping it up, she checked everything for me, the metal plate, the shape of it, the strap, etc.. My first SA didn't do any of that so I assumed she was aware of all those scratches and tried to sell it to me. VERY disappointing...so I asked this new SA for her namecard, and I will start buying from her.

So I guess it really depends who the SAs are. The previous SA kept telling me she wanted a eva herself and that it was what she was going to buy next, so I thought maybe she kept that perfect eva for herself, because on the store computer it said it was a display but the new SA said it wasn't, that it was put away somewhere else, away from where all the evas were kept.

Very disappointing that any of this happens at LV. We shouldn't even have to check for the quality, with the price we pay, everything should be perfect.

shopsinparis · Jun 27th, 2009, 10:58 AM

[QUOTE=CaseyjGilbert;11497178]
Nope, she wanted me to pay over 120 dollars in extra tax because my bag was from oregon and the new bag was from california where tax applied. That sucked! I just sent the bag back to oregon, whose manager apologized in sending such a tore up bag, but would never admit to it being a return.

Sorry. Unfortunately for the customer, this is the correct way for proper state tax collection accounting. It hurts when the customer is returning/exchanging an item bought from a state where the sales tax is lower than the state in which you are exchanging/returning. However, if the reverse were true, the customer would get the sales tax difference back.

Jun 26th, 2009, 01:48 PM	#1
prettypurses OP Member Joined: Dec 2007 Posts: 30	Problem with returning an item...need to vent Hi, I'm a long time lurker and have enjoyed reading all of your posts. I find your comments and opinions very helpful when I'm about to spend serious cash on a designer bag. Now for my problem... ...my last purchase was from the LV website. I purchased a bag and changed my mind about it. I went to LV which is located in Saks, they inspected the bag and said it was in saleable condition but they could only give me merchandise credit since they were not a free standing store. I then called LV online for my return authorization number and fedexed the bag back to them. The bag was not used or carried & I returned it in the same condition in which I received it. Today I receive the bag back from LV with a letter stating that the bag was returned to them in unresaleable condition and I would not be refunded my money. However, I could exchange the bag at the store for another item?!? So it's my understanding that the bag is good enough for an exchange to be resold I'm guessing, but not good enough for a refund? Has anyone else exerienced a problem with returning a LV? What should I do at this point other than open a dispute with my cc company?
prettypurses OP Member Joined: Dec 2007 Posts: 30

Jun 26th, 2009, 02:31 PM	#2
CaseyjGilbert Member Joined: Mar 2006 Posts: 70	Thats really strange, I had a problem where my mom bought me my new daniel gm in oregon, but when she got it back to california it was in my opinion a bag someone had used and when I went to go return it they said I couldn't because it was in saleable condition! I couldn't believe it, I hadn't even tried on the bag! I eventually talked to the manager and she agreed the bag was not acceptable and sided with me. cool right? Nope, she wanted me to pay over 120 dollars in extra tax because my bag was from oregon and the new bag was from california where tax applied. That sucked! I just sent the bag back to oregon, whose manager apologized in sending such a tore up bag, but would never admit to it being a return. After almost a month a got my new bag, which was new The experience left such a bad taste in my bf's mouth he decided not to buy a bag for himself because the customer service was horrific
CaseyjGilbert Member Joined: Mar 2006 Posts: 70	__________________ Wishlist Damier Graphite Renzo (June 14th) Damier Graphite Pocket Agenda (June 14th) Damier Azur Navaglio Damier Ebene Keepall 50

Jun 26th, 2009, 02:45 PM	#3
prettypurses OP Member Joined: Dec 2007 Posts: 30	LV has just lost me as a customer. LV was my first choice in designer handbags because of the construction & durability...and I love the patina of the vachetta. Now I am just appalled at their lack of customer service. I don't even want to carry my bags anymore because I don't want to be a walking advertisement for their products. Guess I'm better off saving my money anyway.
prettypurses OP Member Joined: Dec 2007 Posts: 30

Jun 26th, 2009, 02:49 PM	#4
NLVOEWITHLV Member Joined: Apr 2009 Location: Houston Posts: 742	Honestly I think LV SA's can be snobby when it comes to returns... Once my DH bought me a mono cles I decided I didnt want it, when I went to LV to return it (with a receipt) LV denied me b/c they said they were experiencing people returning things as a result of theft... I was outraged, I am in the computer as is DH but I had to bring him up there before they would allow the return... but still, how rude!!! So, to answer your question, I think ALL LV boutiques have return exchange issues. Its like they are just bewildered as to why anyone would ever think of returning one of their precious items!!!
	__________________ "Marriage is like a roller coaster- at first you have butterflies or may be scared, at times you may wonder what you've gotten yourself into and if you can handle it, but once the ride begins its amazing and you would DEFINITELY do it all over again!!!!"

Jun 26th, 2009, 05:42 PM	#6
gelbergirl hubba hubba ;) Joined: Sep 2006 Location: NYC metro-area Posts: 3,264	I may have read something to this effect several months ago on tPF. Give a call and speak to a supervisor. Find out exactly what the problem is. Maybe a newbie processed the return or whatnot. If you know the bag was not used, and still in perfect condition - not to mention that you had a LV Saks rep see it, you are in the right. Let us know what happens.
	__________________ my LV collection Gelber Furs

Jun 26th, 2009, 05:30 PM	#5
L.Bevahousen Its really my name. Joined: Mar 2009 Posts: 265	All I've ever seen in LV stores are notices saying that they will not give refunds but will exchanges within 14 days in resalable condition (unused). However when I was the new oxford st store they did a refund for a gil with no argument and didn't even look at the bag!

Jun 26th, 2009, 06:01 PM	#7
prettypurses OP Member Joined: Dec 2007 Posts: 30	Ok, I'll keep you guys posted. I looked at the bag again and noticed that the outside dust bag appears to have some dirty spots on it and I found two small smudges on the handles. I really think that the bag got dirt on it during their inspection. I am in the process of filing a dispute with my cc company. I have explained the situation to them and I am waiting to hear from them on how I should proceed with this. They also find it suspicious that LV will offer me store credit but not a refund.
prettypurses OP Member Joined: Dec 2007 Posts: 30

Jun 26th, 2009, 06:23 PM	#8
nezumi Member Joined: Sep 2007 Posts: 41	I bought a damier eva at a LV store, and when I came home I found a scratch on the metal plate, and scratches on the hoop where you connect the clasp of the leather and chain strap. i also found that the sides of the bags were lopsided (which was very disappointing being a LV)so I asked to exhanged it. When I took it back, my regular SA was not there but another sa took care of the exchange. She was very nice and very apologetic, but didn't even look at the bag I was returning. She took out 4 evas for me to look at (which when I was there the first time, my regular SA said there were only 3 left - which I bought 1). Anyway, I found the perfect one and exchanged it, and when the SA was wrapping it up, she checked everything for me, the metal plate, the shape of it, the strap, etc.. My first SA didn't do any of that so I assumed she was aware of all those scratches and tried to sell it to me. VERY disappointing...so I asked this new SA for her namecard, and I will start buying from her. So I guess it really depends who the SAs are. The previous SA kept telling me she wanted a eva herself and that it was what she was going to buy next, so I thought maybe she kept that perfect eva for herself, because on the store computer it said it was a display but the new SA said it wasn't, that it was put away somewhere else, away from where all the evas were kept. Very disappointing that any of this happens at LV. We shouldn't even have to check for the quality, with the price we pay, everything should be perfect.
nezumi Member Joined: Sep 2007 Posts: 41

Jun 27th, 2009, 10:58 AM	#9
shopsinparis Member Joined: Aug 2007 Posts: 1,132	[QUOTE=CaseyjGilbert;11497178] Nope, she wanted me to pay over 120 dollars in extra tax because my bag was from oregon and the new bag was from california where tax applied. That sucked! I just sent the bag back to oregon, whose manager apologized in sending such a tore up bag, but would never admit to it being a return. Sorry. Unfortunately for the customer, this is the correct way for proper state tax collection accounting. It hurts when the customer is returning/exchanging an item bought from a state where the sales tax is lower than the state in which you are exchanging/returning. However, if the reverse were true, the customer would get the sales tax difference back.
shopsinparis Member Joined: Aug 2007 Posts: 1,132

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