Customer Service of Longchamp

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paleoxln

Member
Nov 20, 2020
15
48
#1
Hello everyone,

I bought a Longchamp Le Pliage bag on 22nd of December in Switzerland. Last weekend, I have seen that one of the corners is already frayed. I tried to contact the customer service by e-mail, they did not write back. I called the Longchamp store itself, and they said that this could happen by putting the bag on the floor? which I do not. I take good care of my bags. I seriously have no clue how this could happen so fast. Is it normal? My other bags did not have this problem even though I have been using them over a year now.

I am really disappointed and sad. Have you faced similar issues with the customer service, too? Could you give me any advices? I would really appreciate.

Thank you very much!
 
#3
SmokieDragon said:
Not normal.

The last time I wrote to customer service on a service-related matter, it was ages ago and they were responsive then.

Since this is a very serious problem, maybe you can try to take a photo and tag Longchamp on Instagram
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Thank you for your suggestion, I will try. :sad: I hope I can manage to contact them as soon as possible to also prove that this happened indeed within only 20 days...
 
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#5
paleoxln said:
Update: Apparently they can only offer a repair. In case it happens again in such a short period then they can send it to an expert to check. So I used it 20 days and now I will have to wait ~60 days for the repair. So disappointed.
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If that means you are using your one free corner repair, I would wait to get it done until the corners were all worn (as I would think it isn't super noticeable now, but you didn't show pictures so I am not sure).
 
#6
Hey! I am also having issues with Longchamp customer service. I bought a Le Pliage Cuir in August 2020. After 2 months, the corners were frayed. I contacted Customer Service and they said that they could repair the corners. In a trip to Paris I went to a boutique and they said that no issue at all, that they were even fixing bags 20 years old. Then it took some time to send it, as there is only one boutique in my country, which happens to be a re-seller and at the beginning they refused to pick it up. The issue is that now Longchamp says that my handbag cannot be fixed, but they haven't told me why, and they refuse to do a full refund. What should I do? I have been super flexible, asking for a repair, exchange, even exchange for the same model but another colour, or even similar model, another color but just same size. In the image you can see that the corners are not crazily damage. Any idea of what should I do? Or what obligations does Longchamp have?
 

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#7
Ladysuss said:
Hey! I am also having issues with Longchamp customer service. I bought a Le Pliage Cuir in August 2020. After 2 months, the corners were frayed. I contacted Customer Service and they said that they could repair the corners. In a trip to Paris I went to a boutique and they said that no issue at all, that they were even fixing bags 20 years old. Then it took some time to send it, as there is only one boutique in my country, which happens to be a re-seller and at the beginning they refused to pick it up. The issue is that now Longchamp says that my handbag cannot be fixed, but they haven't told me why, and they refuse to do a full refund. What should I do? I have been super flexible, asking for a repair, exchange, even exchange for the same model but another colour, or even similar model, another color but just same size. In the image you can see that the corners are not crazily damage. Any idea of what should I do? Or what obligations does Longchamp have?
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Have you tried using a leather polish on it like Saphir or LC's leather polish that they sell in boutiques (which is also Saphir)? It looks dirty, not frayed, in your photo
 
#9
I have exactly the same issue on all four corners of my brown Le Pliage Cuir, in exactly the same spots as Ladysuss. That is not fraying or peeling, that is the colour worn off. I used kiwi brown shoe polish, applied with a q-tip and all is covered. Are you using a base shaper with yours?
 
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#10
Wetcoast said:
I have exactly the same issue on all four corners of my brown Le Pliage Cuir, in exactly the same spots as Ladysuss. That is not fraying or peeling, that is the colour worn off. I used kiwi brown shoe polish, applied with a q-tip and all is covered. Are you using a base shaper with yours?
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Hey!
No, i havent been using a base shaper but now it is on its way :) When did it appear in your le pliage? Because my corners were like that after 2 months of non-continuous use. Is this normal?
 
#12
My worn corners appeared about a year after wear and I don't have a base shaper, but I just bought a soft felt organizer. I think the wear on those four points happens just by setting the bag down on a surface. If you look carefully at the contact points when you set the bag down, those four corners come into contact with the surface. This doesn't mean the user is putting on the floor, but could be a chair, desk, table, etc. I'm chalking this up to a design flaw. I've got LVs and Gucci that are positively geriatric and their 4 corner touchpoints show absolutely NO wear and I've used those bags way more (and a lot harder). The cuir is very soft lambskin and I just don't think it holds up as well. I think the only way to avoid the scuffed/worn corners is to always hang the bag by its handles - but that seems impractical.
 
#13
Hey guys . It’s best to use your social media to raise such concerns related to quality . This could be a quality issue. You might want to tag the CEO so he knows how customers are facing issues
 
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