vuitton.com's HORRIBLE service rant

kristie · Apr 19th, 2009, 05:35 PM

I ordered a Speedy 30 in Damier a couple of weeks ago from Vuitton.com. I received it and realized they had sent me a size 25 by mistake and upon closer inspection, it looked like some of the brass hardware was a bit tarnished on the handles. I called them and they said they would send me a pre paid shipping label via email and I could send it back for the 30.

So fast forward two weeks after I originally received it and I get a knock from FedEx Ground at my door holding a mangy beat up box. I signed for it and brought it inside. It was from LVNA......I open the box to find a partially smashed brown LV box with a SPEEDY 25 in it. Then I see a little note on LV letterhead stating that LV cannot return the Speedy because it was not returned in the same brand new condition it was received it. They wrote that it appeared it had been used.

WTH???? It was the WRONG bag to begin with so how in the heck could I have USED it???

I called Vuitton.com and the rep told me that they had inspected the bag and found a piece of hair in it and so they were unable to return it. I explained to them that the bag was the WRONG one shipped to begin with AND the brass looked tarnished. I told them I had not even unfolded the bag when I realized it was the 25 instead of the 30.

The rep said, "Well, there was a hair in it so obviously it was used by you and we cannot refund your money. Maybe you can just sell it on your own."

So now, I am out $700.00 plus shipping for the WRONG BAG. They also said not to bother with disputing it on my credit card because they took a photo of the piece of hair in the bag, proving it was used and not within their "return standards."

I told them that they were the ones that sent me the wrong (and USED) bag to begin with so how was I responsible for it? The rep said that they NEVER would have sent out a bag that appeared used (Yet they sent the wrong one in the first place) so I was the one that used it. I am just livid right now.

I absolutely cannot believe this. Does anyone have any suggestions??

mcg3897 · Apr 19th, 2009, 05:39 PM

I would call back and ask to speak to a manager. Also debate the charge with your cc. So what if the bag had a hair in it? I could look into a bag and one of my hairs could fall into it....it was the wrong bag!!! And did they still charge the amount for a 30 or the 25??

peace43 · Apr 19th, 2009, 05:41 PM

Wow! That's horrible! I would still recommend disputing the charge with your credit card company. And call back to Vuitton and ask to speak to upper management and write a complaint letter stating how the package was received the first time, what was wrong with it, and how you received it the 2nd time.

I hope you are able to get this resolved!!!

kristie · Apr 19th, 2009, 05:42 PM

^^^^They charged me for the 30!

And......I asked just for kicks what color the hair was (to see if there was any possibility it was mine) and they would not tell me.

heychar · Apr 19th, 2009, 05:50 PM

Get your credit card to charge the money back to you straight away!

Love LV · Apr 19th, 2009, 05:59 PM

That is crazy!! I hope it all works out for you in the end!!

Panda1 · Apr 19th, 2009, 07:04 PM

I would dispute it with the credit card right away. One hair inside the bag does not mean you used it. It could have happened with the person who placed it inside the box for shipment or maybe it could be yours if you looked inside the bag. Regardless, having 1 hair inside does not prove that you used the bag. Also like other posters recommended, write to the highest levels at LV. If they know management is aware of the problem, they will take it more seriously. I know the situation is frustrating so I hope they make this right for you. We expect better of LV and if they won't deliver then maybe we should take our money elsewhere. Companies will do what they think they can get away with unfortunately.

Dancedancedance · Apr 19th, 2009, 07:35 PM

This is madness! Whatever their allegations - they can't possibly charge you for the 30 - and besides it was THEIR MISTAKE to begin with!!!

And the tarnished hardware might just as well be a sign that they have sent you a used bag to begin with - not to mention the hair itself could be evidence for this as well

All the best of luck!!!!!!

jennifer20 · Apr 19th, 2009, 07:44 PM

DEFINITELY dispute the charge on ur credit card, who cares what they say. Also, try to speak with a manager OR maybe try going to an LV boutique and see if they can exchange it for the 30 since its not a refund they might be able to do this. and like others mentioned having a hair inside does NOTmean it was used thats ridiciolous that hair could have gotten in there from anything.

jennifer20 · Apr 19th, 2009, 07:44 PM

oh and even if they dont' refund your money they should legally still have to atleast exchange it for the 30 and give you back the difference. if you can prove that you ordered the 30

sjunky13 · Apr 19th, 2009, 07:51 PM

WOW! And this does not shock me. Daily there is some LV problem, many within my own experiences, that LV screws UP MAJORLY and then says we dont send or sell used merchandise or anything that is not in top selling condition. BS!!!! Dispute asap. Plus they over charged you anyway. Dont worry you will get refunded. Amazing!! I swear its like they are street vendors, very sad they are this hard up to insult and lose clients. This is why Chanel has gotten my money lately. I had one problem with a bag that was a defect and it was returned right away. No questions asked. Same with a necklace I had , the stone fell out, they sent me a new one and when it happened again. Just refunded me and paid for my shipping back.

lovemydeals · Apr 19th, 2009, 08:41 PM

I'm sorry to hear about your trouble. From you have stated, there is no dispute they sent you the wrong bag. However, they just don't want to exchange it becuase you allegedly used it. If nothing else, they should at least refund you the difference between the 30 and 25. What is their excuse for at least not doing that? Just wondering...

I agree with everyone else, the first thing is to file a dispute with your credit card company and then move your way up the company chain. Take good notes and document every conversation, name of person you spoke to, date/time in case you to reference anything that happened before. Good luck!

kristie · Apr 19th, 2009, 09:06 PM

OMG.....they are seriously losing it at vuitton.com.

They are saying that they DID send me the 30 and that they sent me BACK the 30 (that was supposedly used)

Ummmmm.....they sent me a 25, I returned the 25 to get the 30, then they sent back the 25. They just told me on the phone that they sent me back the 30!!!!

UNFRICKINGBELIEVABLE!

They are adamant that it is IMPOSSIBLE that they sent out a bag that was possibly used. They are outright refusing to give me the new correct size 30 or give me my money back altogether.

They just kept repeating like a broken record, "While we can appreciate that you are upset, we did not receive the merchandise in the same condition it was sent out in; therefore, we cannot accept it back into our inventory."

I am so irritated right now.

Gimmethebag · Apr 19th, 2009, 11:02 PM

Oh, eff no.

Send YOUR pics and such to the Consumerist. Send that link to major fashion bloggers with high google search ratings.

Contact local news that you might have a recession story. And then ask Louis Vuitton if they want to be known as peddling used bags...

southerncharm · Apr 20th, 2009, 12:28 AM

That's it! I was going to pick up my new LV for my birthday present this Tuesday. I am NOT getting a LV bag. I have had it! Louis Vuitton is hurting right now, sales are really down and they are screwing people in cases just like this. May I askl what credit card you used for your purchase, I hope American Express. Can I ask how much time lapsed when you reshipped the 25 to them? Are you near a boutique where you can call ahead and make an appt to see the manager there and go over everything that has transpired and take the speedy 25 with you. It sounds like LV accepted a used speedy 25 and then stuck in back into stock, then shipped it to you in error and are now saying you used it! I am sorry ladies, I know some of you will be upset with me saying this, but I believe that LV, especially www.louisvuitton.com is doing this intentionally. It seems to usually happen when the customer uses a debit card for some reason, probably less chance of a chargeback problem for them. PLEASE let us know what happens. I am so fed up with LV, I am going to pick another designer bag for my birthday.

Apr 19th, 2009, 05:35 PM	#1
kristie OP "H" is for horses? Joined: Oct 2006 Posts: 4,570	vuitton.com's HORRIBLE service rant I ordered a Speedy 30 in Damier a couple of weeks ago from Vuitton.com. I received it and realized they had sent me a size 25 by mistake and upon closer inspection, it looked like some of the brass hardware was a bit tarnished on the handles. I called them and they said they would send me a pre paid shipping label via email and I could send it back for the 30. So fast forward two weeks after I originally received it and I get a knock from FedEx Ground at my door holding a mangy beat up box. I signed for it and brought it inside. It was from LVNA......I open the box to find a partially smashed brown LV box with a SPEEDY 25 in it. Then I see a little note on LV letterhead stating that LV cannot return the Speedy because it was not returned in the same brand new condition it was received it. They wrote that it appeared it had been used. WTH???? It was the WRONG bag to begin with so how in the heck could I have USED it??? I called Vuitton.com and the rep told me that they had inspected the bag and found a piece of hair in it and so they were unable to return it. I explained to them that the bag was the WRONG one shipped to begin with AND the brass looked tarnished. I told them I had not even unfolded the bag when I realized it was the 25 instead of the 30. The rep said, "Well, there was a hair in it so obviously it was used by you and we cannot refund your money. Maybe you can just sell it on your own." So now, I am out $700.00 plus shipping for the WRONG BAG. They also said not to bother with disputing it on my credit card because they took a photo of the piece of hair in the bag, proving it was used and not within their "return standards." I told them that they were the ones that sent me the wrong (and USED) bag to begin with so how was I responsible for it? The rep said that they NEVER would have sent out a bag that appeared used (Yet they sent the wrong one in the first place) so I was the one that used it. I am just livid right now. I absolutely cannot believe this. Does anyone have any suggestions??
	Last edited Apr 19th, 2009 at 05:40 PM.

Apr 19th, 2009, 05:39 PM	#2
mcg3897 Member Joined: Jan 2006 Posts: 1,222	I would call back and ask to speak to a manager. Also debate the charge with your cc. So what if the bag had a hair in it? I could look into a bag and one of my hairs could fall into it....it was the wrong bag!!! And did they still charge the amount for a 30 or the 25??
mcg3897 Member Joined: Jan 2006 Posts: 1,222

Apr 19th, 2009, 05:59 PM	#6
Love LV Love LV Joined: Jan 2008 Posts: 2,307	That is crazy!! I hope it all works out for you in the end!!
Love LV Love LV Joined: Jan 2008 Posts: 2,307

Apr 19th, 2009, 07:04 PM	#7
Panda1 Member Joined: Dec 2008 Posts: 290	I would dispute it with the credit card right away. One hair inside the bag does not mean you used it. It could have happened with the person who placed it inside the box for shipment or maybe it could be yours if you looked inside the bag. Regardless, having 1 hair inside does not prove that you used the bag. Also like other posters recommended, write to the highest levels at LV. If they know management is aware of the problem, they will take it more seriously. I know the situation is frustrating so I hope they make this right for you. We expect better of LV and if they won't deliver then maybe we should take our money elsewhere. Companies will do what they think they can get away with unfortunately.
Panda1 Member Joined: Dec 2008 Posts: 290

Apr 19th, 2009, 09:06 PM	#13
kristie OP "H" is for horses? Joined: Oct 2006 Posts: 4,570	OMG.....they are seriously losing it at vuitton.com. They are saying that they DID send me the 30 and that they sent me BACK the 30 (that was supposedly used) Ummmmm.....they sent me a 25, I returned the 25 to get the 30, then they sent back the 25. They just told me on the phone that they sent me back the 30!!!! UNFRICKINGBELIEVABLE! They are adamant that it is IMPOSSIBLE that they sent out a bag that was possibly used. They are outright refusing to give me the new correct size 30 or give me my money back altogether. They just kept repeating like a broken record, "While we can appreciate that you are upset, we did not receive the merchandise in the same condition it was sent out in; therefore, we cannot accept it back into our inventory." I am so irritated right now.
	Last edited Apr 19th, 2009 at 09:14 PM.

Apr 19th, 2009, 05:41 PM	#3
peace43 Member Joined: Nov 2006 Location: USA Posts: 5,741	Wow! That's horrible! I would still recommend disputing the charge with your credit card company. And call back to Vuitton and ask to speak to upper management and write a complaint letter stating how the package was received the first time, what was wrong with it, and how you received it the 2nd time. I hope you are able to get this resolved!!!

Apr 19th, 2009, 05:42 PM	#4
kristie OP "H" is for horses? Joined: Oct 2006 Posts: 4,570	^^^^They charged me for the 30! And......I asked just for kicks what color the hair was (to see if there was any possibility it was mine) and they would not tell me.

Apr 19th, 2009, 05:50 PM	#5
heychar Spikes on 'em Joined: Sep 2008 Location: England Posts: 9,298	Get your credit card to charge the money back to you straight away!

Apr 19th, 2009, 07:35 PM	#8
Dancedancedance Member Joined: Feb 2009 Location: Germany Posts: 541	This is madness! Whatever their allegations - they can't possibly charge you for the 30 - and besides it was THEIR MISTAKE to begin with!!! And the tarnished hardware might just as well be a sign that they have sent you a used bag to begin with - not to mention the hair itself could be evidence for this as well All the best of luck!!!!!!

Apr 19th, 2009, 07:44 PM	#9
jennifer20 shop till you drop Joined: Mar 2009 Location: USA - Nevada Posts: 830	DEFINITELY dispute the charge on ur credit card, who cares what they say. Also, try to speak with a manager OR maybe try going to an LV boutique and see if they can exchange it for the 30 since its not a refund they might be able to do this. and like others mentioned having a hair inside does NOTmean it was used thats ridiciolous that hair could have gotten in there from anything.

Apr 19th, 2009, 07:51 PM	#11
sjunky13 Dreaming............ Joined: Dec 2006 Location: Marcel's Posts: 12,180	WOW! And this does not shock me. Daily there is some LV problem, many within my own experiences, that LV screws UP MAJORLY and then says we dont send or sell used merchandise or anything that is not in top selling condition. BS!!!! Dispute asap. Plus they over charged you anyway. Dont worry you will get refunded. Amazing!! I swear its like they are street vendors, very sad they are this hard up to insult and lose clients. This is why Chanel has gotten my money lately. I had one problem with a bag that was a defect and it was returned right away. No questions asked. Same with a necklace I had , the stone fell out, they sent me a new one and when it happened again. Just refunded me and paid for my shipping back.

Apr 19th, 2009, 08:41 PM	#12
lovemydeals Member Joined: Nov 2007 Location: Northern Virginia Posts: 1,503	I'm sorry to hear about your trouble. From you have stated, there is no dispute they sent you the wrong bag. However, they just don't want to exchange it becuase you allegedly used it. If nothing else, they should at least refund you the difference between the 30 and 25. What is their excuse for at least not doing that? Just wondering... I agree with everyone else, the first thing is to file a dispute with your credit card company and then move your way up the company chain. Take good notes and document every conversation, name of person you spoke to, date/time in case you to reference anything that happened before. Good luck!

Apr 19th, 2009, 11:02 PM	#14
Gimmethebag Gimme Gimme Gimme Joined: Dec 2008 Location: STL-Nashville-Chicago Posts: 2,083	Oh, eff no. Send YOUR pics and such to the Consumerist. Send that link to major fashion bloggers with high google search ratings. Contact local news that you might have a recession story. And then ask Louis Vuitton if they want to be known as peddling used bags...

Apr 20th, 2009, 12:28 AM	#15
southerncharm Member Joined: Apr 2007 Posts: 3,275	That's it! I was going to pick up my new LV for my birthday present this Tuesday. I am NOT getting a LV bag. I have had it! Louis Vuitton is hurting right now, sales are really down and they are screwing people in cases just like this. May I askl what credit card you used for your purchase, I hope American Express. Can I ask how much time lapsed when you reshipped the 25 to them? Are you near a boutique where you can call ahead and make an appt to see the manager there and go over everything that has transpired and take the speedy 25 with you. It sounds like LV accepted a used speedy 25 and then stuck in back into stock, then shipped it to you in error and are now saying you used it! I am sorry ladies, I know some of you will be upset with me saying this, but I believe that LV, especially www.louisvuitton.com is doing this intentionally. It seems to usually happen when the customer uses a debit card for some reason, probably less chance of a chargeback problem for them. PLEASE let us know what happens. I am so fed up with LV, I am going to pick another designer bag for my birthday.
southerncharm Member Joined: Apr 2007 Posts: 3,275

vuitton.com's HORRIBLE service *rant*

vuitton.com's HORRIBLE service rant