A tale of two repairs: Hermes vs LV

#61
Sorry that happened to you, hopefully next time you will have a better experience. My experience was actually opposite: LV customer service have been impeccable with me through the years while Hermes spa service for my bag was a costly nightmare with insignificant results.
 
#62
I am sorry that you have to went through this ordeal. I think you should post your story on LV's Facebook. I love LV products. However, their services are hit more miss from personal experience.
 
#63
Hey all. So after not being sure what to do with the old wallet...I ended up re-purposing it!



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I love how he managed to preserve my initials from the wallet into the strap
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#65
7777777 said:
wow, you are very creative, looks great and well made. I also like the combinations of your bracelets with the watch.
Click to expand...

Thanks :smile: Actually didnt do it myself. Theres a guy on another forum im on who does custom straps (The Strap Smith), mostly regular hand made leather straps but also does straps out of designer stuff (gucci and LV). This was the first one ive gotten from him and its fantastically done!
 
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#68
I've had a nearly exact result with the Lenox location in Atlanta. I took in my multi colore Courtney because the bag has a crack in the canvas, the clerk immediately asked for proof of purchase (which of course I didn't have) he tells me that without it he wouldn't be able t help me. I then ask for a manager, the manager escorts me to the repair center inside of the store (a small nook in one of the corners of the room). The repair manager ask for proof of purchase (again I don't have the receipt) then she ask for all of my information to look it up in their system, she searches but comes up with nothing. I tell her when (date) and location (Hawaii) of the purchase yet she can't find anything. She begins to search through the bag looking for the date code, she can't find it, I show her where it is however you can no longer make out the entire code, it has worn off (the interior is the red ancarta (sp) suede like material) anyway she then tells me that without proof of purchase she can't assist me. And also because the cade code can no longer be read that I was basically out of luck. I ask for the manager and demand that the bag be sent to LV. Only after realizing that I wasn't going to take no for an answer they reluctantly agree. About a month later I receive my bag back via the mail (I live a few hours away from the store) with message that they couldn't do anything about my bag cracking and suggested that it was "wear and tear" or possibly the way in which I store my bags that caused the crack...what!? All of my LV's are stored the same way when not in use and in the same location so if that was the cause then I'd have that issue with more than this one bag. The same can be said about "wear and tear". So I have a $2500.00 bag sitting in my closet that I am afraid to use fearing that any usage of the bag will cause the crack to deepen or expand (lengthen). I had my city bag repaired while in Hawaii and I didn't have any issues, I didn't need to provide proof or purchase nor where they concerned with the date code. I took it in, they sent it out for repair, then called me when it was ready to be picked up.
 
#69
xolinlevh said:
Thanks :smile: Actually didnt do it myself. Theres a guy on another forum im on who does custom straps (The Strap Smith), mostly regular hand made leather straps but also does straps out of designer stuff (gucci and LV). This was the first one ive gotten from him and its fantastically done!
Click to expand...


Wow!!! Very impressive!!!!




Sent from my iPhone using PurseForum mobile app
 
#71
I hear of more and more people experiencing these issues with LV. It would appear that their 'training' isn't standardised and so seems you have to take pot luck.

It puts me off when a company shows a lack of respect for it's customer. We the people who buy their goods and we the people who generate vast profits for them. Is it too much to ask for some SAs to drop the attitude, know what their company polices are and be a bit quicker!
 
#72
That really is terrible customer service (I've had one negative experience with LV myself, which was eventually - after a lot of hassle - resolved in my favour, so I can understand your frustration) but I absolutely love how you made use of your damaged wallet! The watch strap looks fantastic!

Hermès definitely has the right idea when it comes to repairs and client relations in general, in this case. That's how to keep someone loyal to your brand!
 
#73
I'm really sorry about the trouble you had with customer service. I think it always depends on the SA or serviceperson you are lucky / or unlucky enough to stumple upon.
I've never had any bad service at LV for repairs or exchanges. However, I took my enamel bracelet to Hermes to be fixed and it was still broken when it came back 6 weeks (!) later. I do have to say, however, that they excused a hundred for this and it took only one week to come back from the second repair round. :tup:
 
#74
Being pretty new to the LV game, I have to say that I have seen very very very mixed reviews on their customer service.

Here's my own experience.

I live in Bergen County NJ, so there are 3 LV stores (not counting those inside Saks and whatnot) and then of course the one's in NYC.

Out of the 3 stores in my area, only 1 excels in customer service.

If you are in the area, I highly recommend the LV store in Paramus, NJ at Garden State Plaza! My sanctuary!

I recently brought in a Keepall 50 in Blue Epi, that is in great condition but from the 90's, given to me by my aunt who took great care of it. I wanted the zipper pulls replaced (little known fact, LV replaces those free of charge). They took the bag in for repairs and then called me a few weeks later to say they ran into an issue in changing the zipper pulls and that the bag would need to be sent in for repairs on the zipper. I was told that there would be NO CHARGE for it. I was very patient! I went it every few weeks, usually making purchases and building my collection. It took almost 3 months ( I know I know, that's a long time with very little communication) but then finally it was ready. I went to pick it up and OMG it was amazing!

They had replaced the zipper and the pull and put my bag in a HUGE (beyond huge!) Sleeper/dust bag! I only paid for a new lock, which I wanted to match the new zipper!

Amazing!

On the other hand, the Store at Hackensack, NJ (in the fancies mall around, Riverside Square Mall) they are terrible.

I finally had enough with them and called LV customer service to complain. They are currently remodeling and I have not seen their HORRIBLE store manager around since my complain, so I'm thinking it worked!

I dropped off a Pochette for repair (I had the leather tab replaced to gift to my mom for her bday). I asked if it would come with a new dust bag, and the lady was rude and said of course not.

When I picked up the repair, it was in fact in a new dust bag! So i'm thinking this is the norm for LV repairs, which are well worth the money!

OK that's all for now!
 
#75
frenchyo8 said:
Being pretty new to the LV game, I have to say that I have seen very very very mixed reviews on their customer service.

Here's my own experience.

I live in Bergen County NJ, so there are 3 LV stores (not counting those inside Saks and whatnot) and then of course the one's in NYC.

Out of the 3 stores in my area, only 1 excels in customer service.

If you are in the area, I highly recommend the LV store in Paramus, NJ at Garden State Plaza! My sanctuary!

I recently brought in a Keepall 50 in Blue Epi, that is in great condition but from the 90's, given to me by my aunt who took great care of it. I wanted the zipper pulls replaced (little known fact, LV replaces those free of charge). They took the bag in for repairs and then called me a few weeks later to say they ran into an issue in changing the zipper pulls and that the bag would need to be sent in for repairs on the zipper. I was told that there would be NO CHARGE for it. I was very patient! I went it every few weeks, usually making purchases and building my collection. It took almost 3 months ( I know I know, that's a long time with very little communication) but then finally it was ready. I went to pick it up and OMG it was amazing!

They had replaced the zipper and the pull and put my bag in a HUGE (beyond huge!) Sleeper/dust bag! I only paid for a new lock, which I wanted to match the new zipper!

Amazing!

On the other hand, the Store at Hackensack, NJ (in the fancies mall around, Riverside Square Mall) they are terrible.

I finally had enough with them and called LV customer service to complain. They are currently remodeling and I have not seen their HORRIBLE store manager around since my complain, so I'm thinking it worked!

I dropped off a Pochette for repair (I had the leather tab replaced to gift to my mom for her bday). I asked if it would come with a new dust bag, and the lady was rude and said of course not.

When I picked up the repair, it was in fact in a new dust bag! So i'm thinking this is the norm for LV repairs, which are well worth the money!

OK that's all for now!
Click to expand...

I'm in that area, so this is good info to know. Thanks....
 
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