At the end of the last month, I finally got a 6 key holder (monogram) which I really wanted. I requested for the personalization service. I was told that the person who does the personalization was on vacation and she would be back on following Monday. The SA told me that I would be able to pick up my key holder on Monday and she would call me when it was ready. On Monday, nobody called me. I waited until Thursday and called the store. My keyholder was not ready, and even the person who does the personalization had not come back. I was a little surprised. The SA on the phone said that the person would be back on Saturday and that they would call me on Saturday to let me know when my key holder might be ready. So I waited. On Saturday, nobody called me again. Just before the time for closing, I called the store. Again, the SA told me that my key holder was not ready and THE person was not available. I asked the SA when she would be back and the SA told me that he didn't know. WTH!! He told me to just wait and they would give me a call when it is ready. I could not believe it. JUST WAIT?? Wait for how long? Forever? And they had NOT called me once when they said they would. I was very upset and very disappointed with this LV service. I decided to pick my key holder even though it was not ready. And I wrote a complaint on LV website. The agent responded to my complaint and he told me that he contacted the boutique. The agent told me that he got the same response from the boutique and suggested me picking up the key holder. So yesterday, I went to the boutique to pick my key holder up. One SA told me that THE person who does the personalization came back but she was very busy with inventories and with the preparation for the visit of LV president. So she could not do the personalization. Whatever!! And it turned out that THE person is the manager of the boutique. Who can I complain to.. They could have sent my key holder to somewhere else so that the personalization could be done. They told me that they could send it to somewhere else when I first asked for the personalization: But they told me that it would not be any faster. I should have told them to send it to another location from the beginning. I also don't understand why they didn't send it to another boutique even though they knew that the personalization could not be done in near future. I guess I really need to find a good SA and try another boutique. The boutique is in VA.