Bad customer service (hotline) from luxury brands - do you draw consequences?

[Sferics]

I am currently waiting for an order (Fendi) there are some problems (in a nutshell: delivery delay, do I get the goods at all?) so I had to call the hotline.
The woman on the phone was very vague and could not answer any of my questions and wasn't helpful at all. I did not like how she talked to me...it was a bit like I would be a little annoying child, when I was just asking specific questions in a polite and objective attitude, as I know she is only doing her job (ok, kinda, but to be fair) and is not responsible for the said problems. Nevertheless, she tried to discipline me, and I was constantly interrupted. (Apart from this, I'm not impressed if a brand has its goods available on the homepage while they don't know if they could deliver).

This is nothing new for hotlines in general, but when it comes to luxury goods it is "another level of annoyingness" for me. Of course, not only hotlines are sometimes unpleasant, but also boutiques.

This is something that turns me completely off and spoils the luxury brand for me so much.
It is really something what keeps me from buying again.

How do you deal with a bad customer service? Is it a dealbreaker for you?
Do you "forgive" them?

 

[lill_canele]

Hmm, if it is consistent bad service, yeah, I'd probably be very unlike to shop at that luxury brand.

The "worst" consistent bad service for me is Louis Vuitton. This was years ago, I have not bought personally from LV since.
Granted, I know they are very popular and are in high demand, so I'll try to give customer service some grace.
In my experience, the store isn't good at keeping track of their ordered items. Not sure why.
The last time I ordered something was in 2020 (this was a gift that my elderly neighbor wanted to buy for his wife , yes very sweet, and being the pandemic he did not feel safe placing the order and going to pick it up in store, so I said I'd do it for him ) but my order was not going through/getting cancelled for some reason. The lady on the phone was also very vague as well. But she also sounded a bit clueless/uncertain herself and I knew it's not like she was the one who personally did the order for me and she was apologetic so I don't blame her. I blame the system lol.

For your person, perhaps it was just her. Perhaps she was having a bad day or just got off the phone with a very demanding client. Who knows.
I don't know if I "forgive" people, lol, most of them time I just let it go. I don't know these people and they don't know me. I don't care about these people and they probably don't care about me either lol.
If I called again, and it was her, I'd probably just hang up and re-call to get someone else haha.

If it's in-store experience that is poor, then I just straight up leave or go to another SA. Not giving you my money or commission lol.

 

[Sferics]

I don't know if I "forgive" people, lol, most of them time I just let it go. I don't know these people and they don't know me. I don't care about these people and they probably don't care about me either lol.

Yes, this is true and I like the idea of "let it go" (in general) and I will try to implement that to my mindset again
I meant the brand itself, I don't know if I forgive them
And for LV...been there, done that...it's a gamble.

 

[meluvs2shop]

The WORST experience for me was LV. This was years ago and I even made a thread about it here on PF. I was so bothered and angry about the whole thing. The worst part is I put in a claim with Amex for a charge back after LV REFUSED to issue me a refund. My charge back would go thru then LV disputed again and won the money back. I was so appalled with Amex that I had an excellent reputation with, had it for years, (plus it’s not a free card to own), they sided with LV. I eventually canceled my Amex card and never purchased from LV again. I recently did purchase something used in the marketplace but other than that- nothing new from the store itself. This story still makes me heated however many years later. lol

 

[Sferics]

This story still makes me heated however many years later. lol

I'd be, too. It takes away all the fun.

 

[hedkandi]

I had this experience with Hermès and I'm so put off by it. I'm not a fan of the bags but I really liked the Santorini sandals. It was my first Hermès (and now last!!!) purchase.

I went to the Palo Alto store to buy a pair but they didn't have it in the size and colour I wanted. The SA ordered it for me online. It was the last pair.

I get it and it looks used! I emailed them saying I don't want a refund or replacement because I know it's the last pair of that size and colour, just acknowledgement that they sent a crappy item. You'd think they'd pride themselves on quality.

I didn't get a response for a bit so I called. The girl on the line sounded bored and could not care less. She said send photos and they'll "investigate" with the warehouse.

I said that of course the warehouse will deny sending a used item. I even offered to send the texts I sent the same day of receipt to my best friend of my disappointment to prove I haven't used the shoes.

Nonetheless, I sent photos not knowing what response I'd get. Honestly, I just wanted acknowledgement and an apology. A day or two after the "investigation", I get an email saying they will not accept a return. I wasn't asking for a return as I explicitly told the CS rep over the phone. Clearly, there was no investigation and the email was a template.

I texted the SA of my experience and she didn't even respond! It's probably because I haven't purchased a lot from Hermès but still. I'm now so put off by all this that I am considering selling the sandals.

Long-winded response but yes, deal-breaker.

 

[Kevinaxx]

I had this experience with Hermès and I'm so put off by it. I'm not a fan of the bags but I really liked the Santorini sandals. It was my first Hermès (and now last!!!) purchase.

I went to the Palo Alto store to buy a pair but they didn't have it in the size and colour I wanted. The SA ordered it for me online. It was the last pair.

I get it and it looks used! I emailed them saying I don't want a refund or replacement because I know it's the last pair of that size and colour, just acknowledgement that they sent a crappy item. You'd think they'd pride themselves on quality.

I didn't get a response for a bit so I called. The girl on the line sounded bored and could not care less. She said send photos and they'll "investigate" with the warehouse.

I said that of course the warehouse will deny sending a used item. I even offered to send the texts I sent the same day of receipt to my best friend of my disappointment to prove I haven't used the shoes.

Nonetheless, I sent photos not knowing what response I'd get. Honestly, I just wanted acknowledgement and an apology. A day or two after the "investigation", I get an email saying they will not accept a return. I wasn't asking for a return as I explicitly told the CS rep over the phone. Clearly, there was no investigation and the email was a template.

I texted the SA of my experience and she didn't even respond! It's probably because I haven't purchased a lot from Hermès but still. I'm now so put off by all this that I am considering selling the sandals.

Long-winded response but yes, deal-breaker.

It’s funny but I just returned an item that was clearly tried on and not brand spanking new and it was from hermes. I am familiar by now with the packaging (used to be in silver sealed now it’s white, previous was “H” and now it’s something else I won’t name since it sounds like this is a deliberate change).

anyways the items always come wrapped, and with the trappings of what normally is off the production line. Scarves are a little harder for me to tell as I brought my first one recently but it felt off too, tag wasn’t on, etc (end up keeping it because I do love the pattern).

this one though, felt off because there was a clear indentation on the item (of someone trying it on and not quite fitting) and again the usual is off… you’d think that they would at least get it back in presentable shape before sending out…

anyways, I’m a little gun shy now and I just might be that client that goes into the store to shop and be super picky with what they bring out or not buy at all.

dropping that kind of $$ I want to be in new condition not like new.

 

[jforjasmine]

I am experiencing the worse service ever from Prada right now.

I am 2.5hours away from a store and while Tiffany's were able to advise me on tax refunds on online orders and keep in touch with me throughout (I am here in Europe for Xmas hols), Prada's email and hotline service is non-existent. There are means to reach them but.... nope, no reply, contact number is a dead number.

I am hoping for a re edition under the Xmas tree but now it is no longer bringing me joy cos of this whole lack or no service at all. I gonna give up on the idea of buying one altogether

 

[rollinsband2002]

Yes, bad customer service is a deal-breaker. I can forgive and move on...and moving on somewhere else is exactly what I do. I'm spending too much money to be treated like an afterthought, and just because there is huge demand isn't an excuse. I get far better service buying my dog's food (Chewy is the BEST...they even send my dogs birthday cards) than some of these so-called luxury houses. No item is worth being treated poorly.

 

[pukasonqo]

NVM