A tale of two repairs: Hermes vs LV

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  1. Sorry its a long read, but i think its well worth it. I realize this is a Hermes section here but i think that the contrasting service i received underscores why LVMH shouldnt ever take over Hermes!

    So in the past few weeks I've had to deal with my first ever repairs on items from both LV and Hermes. I'd never had to deal with repairs before, and these were both small items, a LV Pocket Organizer in Damier Graphite, and a Hermes refillable leather travel fragrance bottle. Both bought at the same time, on the same trip actually, Paris vacation Jan 2011 for ~$200 each.

    Ill start with the LV repair which i have detailed more in my original thread asking for advise over in the LV section here:

    Noticed that the wallet had some stitching coming undone so I stopped by my store. I showed the salesman the damage to the wallet and inquired about what could be done. He snapped some photos and emailed them off to the repair department for evaluation telling me it would be a day or two for them to review it and he would call me back. 8 days go by. Tuesday the following week i attempt to call my local store but theres something wrong with their phone number and every call is answered "linens direct how many i direct your call". Apparently the phone company has messed something up so call the LV customer care number to ask for any updates, they inform me they aren't able to reach my sales guy but will email him to request he return my call asap.

    When he finally returns my call the next day (Wednesday 9 days AFTER I went in) he informs me that they are unable to locate a purchase record for my wallet and unless i am able to produce proof of purchase they will be unable to do anything for me. He reviews everything associated with my name in the system (Keepalls, Michael backpack, various other wallets and keyholders, pens, belts, shoes, etc.....) dating back to when i bought my first LV item...a first or 2nd gen iPhone case.But no where do they see the wallet.

    I post this on here as well as some Facebook groups im in and receive a slew of replies from people stating that in all their years buying LV (new, pre-loved, gifts), they have NEVER EVER been asked to produce any proof of purchase for repairs. I call customer care to attempt to see if they can locate it for me anyway, however they cannot. They tell me if however i can find my original receipt or the date it was bought on my credit card statement they can narrow their search better. So i spend a couple hours both on PDF copies and on the phone with my bank searching farther and farther back till they eventually located it. Jan 10 2011 in Paris.

    Armed with this information I call customer care back so that they can pull up that day and find me. Whoops! "We cannot validate any purchases made outside of the country as we dont have access to those databases". FML. As a last ditch I call the store directly and give the salespeople the date and situation, to which they say they will talk to their manager tomorrow and see what can be done.

    Following this I send an email to LV via their website outlining everything ive had to go through, how its been a week and a half and i dont even know if its POSSIBLE to repair my wallet. That ive been jumping through hoops trying to prove i bought this wallet when everyone else i ask says this should never be required. The email is sent Wednesday night. Thursday morning i get a call from the sales guy groveling and apologizing for the delays, for how long its taking, and explains that "the repair service center requires the purchase record for repairs unfortunately." And says that if I can bring the wallet in they will send it off anyway for evaluation but it could take upto 6 weeks, though they would request it be rushed to "make up for" all my hassle.

    Now the fun part. About 10 min after he hangs up i get a email reply from customer care in which they state:
    "I am sorry if you were given conflicting or erroneous information, but as your wallet was already taken into the store for an assessment, it is not necessary to provide proof of purchase, although the original purchase transaction is documented and visible in our record keeping system."
    So not only did my store lie to me originally when they requested proof, but lied to me AGAIN when trying to apologize and blamed the repair center. So as it stands in the morning it will have been 2 WEEKS since i first asked about them repairing the wallet and i still dont know if its possible, and it could take upto SIX WEEKS more to find out. I've given up on trying to get this wallet fixed, called BG and a Goyard St. Marc will be here start of the week.


    NOW to compare it to Hermes:

    The cap of the travel fragrance bottle broke and so while visiting Atlanta for an engagement party about 3 weeks ago, i went into the store to inquire about repair. The salesman looked it over, said they could ship it out for repair right away. Filled out the paperwork, signed on the dotted line. And it was off. Got a call start of last week informing me they had repaired it all for me, for free, and it was in the store for me to pick up. As im from Minnesota i asked if it could be mailed to me. Of course! and free shipping. It arrived yesterday, mint condition, free and easy.

    Thanks for reading my long winded rant! No idea whats up with LV and their attitude towards me. But im done with them now.
     
    LVGLITTER likes this.
  2. Wow! This is a most interesting experience, thank you for sharing :smile:
    I've never heard of needing a proof of purchase from LV not sure what is up with that store?
    I appreciate knowing that if anything goes wrong with a Hermes purchase everything will be taken care of immediately.
     
  3. I haven't been asked for proof of purchase at LV repairs either... it must be that store... or maybe the SA thought it was a fake? Either way, it was handled poorly.
     
  4. Yea ive got no clue whats up with my store =/ Hermes never asked for anything, just looked at it and said of course we can fix it.


    My first thought was they thought it was fake. But oddly enough the wallet had been monogramed too (not sure many fakes do that), and by that store too! I bought it in paris, once i was home decided i wanted my initials on it, so brought it in and they did it. If the sales associate cant tell the diff between real and fake, he needs re-training. Further to that once they looked at my purchase history and saw the stuff i had gotten in the states.....while not a lot its somewhere between 5-10k of stuff, id hope that would buy the benefit of the doubt over a $200 wallet...
     
  5. Wow - that LV story is a nightmare! I too bought a LV bag in Paris and have not kept the receipt. It's annoying to think that they might hassle me if I bring it in for a repair! You should really complain to corporate, especially because it seems like your SA was not being honest with you. I'm guessing he thought it was fake, even with the initials.
     
  6. I've never been asked for a receipt on an item in for repair!
     
  7. #7 Feb 10, 2014
    Last edited: Feb 10, 2014
    fyi... Hermes has been known to ask for receipts for repairs, too... not to mention threads reflecting a decline in H spa services as observed by some tpfers... or even tpfers getting the run around when trying to service an H bag...

    Receipts now asked for bags needing service outside of Paris
    so sad..my one and only H bag is ruined..spa couldn't help her anymore..(Update p10)
    Odd leather smell

    I'm not sure that I would buy from a brand... based on reliance of aftercare services... but that's just me... I buy what I like, regardless... :smile:
     
  8. Thank you for the interesting read. Louis Vuitton has seriously declined in terms of customer service, and this is in Australia so I wonder if it is a trend worldwide. I suspect the fact that 'every man and his dog' now own a monogram lv therefore tarnishing the Louis Vuitton brand and segmenting it from the Hermes world, they have decided to change their attitude.......

    I recently had my Chanel GST bag taken in to get repaired, the process was relatively pain free until the day of collection came.....the bag had got squashed/damaged in transit. My once pristine, 2 month old GST had come back looking squashed on one side and I was not happy....not sure I would ever send a bag back to them to get repaired as it may look worse as a result

    Overall, after buying my first bag from Hermes, I would trust them in any repair needing to be done, well after Chanel or Louis Vuitton.

    Thanks again for your interesting read, fingers crossed your wallet comes back good as new with an apology!
     
  9. I have had so many problems with LV! I ordered something online and it arrived badly stitched. I asked for a refund and it took 3 months. I had to email in 2x a week quoting my order number and explaining everything all over again only to get 'its the holidays we are a bit busy' and lying saying it was being processed.

    Whereas Hermes? What can I say.. perfection! I had a few things repaired and they normally are fixed within 2 weeks free of charge. You would never have a stitching issue as I did with LV.
     
  10. Wow, it sounds like it cost more than $200 of your time and irritation. Honestly, this would be too hard for me. I hope you sort it out though either way, best of luck!
     
  11. Very recently went and got some luggage repaired (zips/handles) at LV in Amsterdam. Fantastic service - no receipt needed. However went to collect a few weeks later and got ignored for 40 minutes as I wasn't technically buying anything even though I had to pay for the repairs....LV are really hit and miss with me - and having had mostly incredible service from H it is actually rather disappointing.

    I hope you get your organiser back repaired without anymore hassle!
     
  12. I have actually had great experiences with both Hermes & LV repairs- but I do know people have had problems with repairs from both. It seems like it varies according to boutique and luck of the draw to an extent. Oh, and I don't think either place should ask for a receipt- but again there are stories of both places doing just that!
     
  13. I've never had anything but excellent service from LV especially concerning repairs , mine was repaired and sent off to Paris and sent back to my home for free. I provided them with no proof of purchase as it was an eBay transaction. I cannot comment on hermes as nothing I've brought needs repair yet.
     
  14. So little update:

    I called customer care back to inquire why they stated that 'providing proof of purchase is not required' while the store still stood by claiming the repair department DID need it. The woman on the phone was quite defensive, pointed out several times that 'it does look like we/he(my SA) have already apologized, and have offered to send the wallet for evaluation....' i wanted to point out that lying to me twice and being called on it making you force an apology does NOT excuse the original problem. When I tried to get an explanation as to why the store was still acting this way, and what the future policy would be as my Michael is developing some wear and as it was a gift...i have no proof of purchase. She stated that "I wont get into their reasons", but offered to follow up with the store to clarify the company policy...whatever.

    So I still went into the store to drop off the wallet and the sales guy i had been dealing with (Reed) did not work with me, instead Jeab did. Who is a delight. She up front refuted several things I had been told, namely that they CAN access international transactions in the store although it is on a separate computer system in the back room. And apologized for all the delays and confusion. She sent out the wallet so I now wait to hear back (hopefully not the 6 weeks they said it could take....) and either way, if I'm told its anything other then "free repair" or "free replacement" at this point im not interested.
     
  15. What an ordeal! Make you wonder if these luxury retailers just miss a great opportunity to build loyalty and repeat customer base. It's sad that not all SAs are equal whether LV or H or other brands. I had my LV key case and purse repaired years ago through the Toronto boutique (it took months as the purse had to be sent away) but the process at the store was painless. Can't say what it'll be like today. Have not needed any repair at H but here the store always said they'll have to send all items to Paris as they can't repair anything locally. Hope I won't need anything done any time soon. Good luck with your wallet.