Glazing melted & LV Refuse to Fix

[sprezzatura_nyc]

Dear Fluffy, I was happy to see your message here in this forum as I am also in the same predicament. I purchased the RARE Capucines GM bag in 2014 and have never used it really. To my shock, all the edge glazing melted with the glazing marks even EVIDENT imprinted on the dust bag when I checked on it this year. I brought the bag to LV this year hoping, just like you, for them to fix the edge glazing. To my BIGGEST disappointment, they said that they could not repair it and offer to give me a store credit of the last purchase price in 2014. Or if I wanted to they would replace it with the MM but pay for the price difference of $2,500 extra (they mentioned that the price increased because of inflation, DUH, what about me, the price I paid for a defective and damaged product! I was completely shocked with this, besides being a smaller sized MM bag, they were even asking me to pay! I have been an LV customer for 30 years and this type of customer service is simply disgusting. I argued, WHY? You sell me a damaged bag which has given you bad publicity and this is what you offer me? Given that there was a worldwide recall of the Capucines produced in 2013 and 2014 which I unfortunately missed, this is the WORST service ever. This really puts a bad taste for LV and I do hope that lot's of people read our BAD experience of the poor quality workmanship of LV and their horrible customer support. I am still contemplating whether to just get a store credit or bring it to a bag clinic say in London. Customer service at Walmart would be better than this! Any feedback and thoughts would be kindly appreciated

 

[slayer]

It really depends on your sa, if they’re New or know what they’re doing etc - I’ve found to be the case in Aus. I had a few bags returned without even asking as my long term sa called and said to box up the bags and courier to the store . I then received store credit without any problems. Well I just found a pink Clutch from The same manufacture date which has glaze melting along the tab. Exactly the same as my other bags looked, but this time I haven’t been to the store for years, have lost contact with sa. Get a new sa who said they will ship it for repair and let me know how much. What a Rort - this is poor quality, not wear and tear. Not happy at all.

 

[Addy]

Perhaps I have been lucky, but I returned two pricey bags (one years ago and one recently) without any issues whatsoever. This is a well-known defect and the store did not even bat an eyelash. They also told me that there is no time limit on returning for exchange. I was also advised that they can now redo the glazing if I wanted to keep the bag (Capucines GM).

 

[Addy]

Project bag - advice post.

Hiya all, I’ve been searching for a Lumineuse for a while and found one, but it’s unfortunately suffering quite badly from the known glazing issue.

It’s Empreinte leather and has been stored so that the melted glazing has been able to transfer all over the bag, including the leather and hardware .

Does anyone know how easy it is to remove it please? Will come off and if so, will it leave marks on the leather?

Has anyone raised this issue with LV recently? I know that they were repairing the affected pieces, but that was a good while ago. Are they still offering reglazing?

Many thanks in advance for any advice.

The melted glazing will be almost impossible to remove so I do not suggest trying it. See the comments in this thread for info.

 

[fluffy_rainbow]

Dear Fluffy, I was happy to see your message here in this forum as I am also in the same predicament. I purchased the RARE Capucines GM bag in 2014 and have never used it really. To my shock, all the edge glazing melted with the glazing marks even EVIDENT imprinted on the dust bag when I checked on it this year. I brought the bag to LV this year hoping, just like you, for them to fix the edge glazing. To my BIGGEST disappointment, they said that they could not repair it and offer to give me a store credit of the last purchase price in 2014. Or if I wanted to they would replace it with the MM but pay for the price difference of $2,500 extra (they mentioned that the price increased because of inflation, DUH, what about me, the price I paid for a defective and damaged product! I was completely shocked with this, besides being a smaller sized MM bag, they were even asking me to pay! I have been an LV customer for 30 years and this type of customer service is simply disgusting. I argued, WHY? You sell me a damaged bag which has given you bad publicity and this is what you offer me? Given that there was a worldwide recall of the Capucines produced in 2013 and 2014 which I unfortunately missed, this is the WORST service ever. This really puts a bad taste for LV and I do hope that lot's of people read our BAD experience of the poor quality workmanship of LV and their horrible customer support. I am still contemplating whether to just get a store credit or bring it to a bag clinic say in London. Customer service at Walmart would be better than this! Any feedback and thoughts would be kindly appreciated

Hi @sprezzatura_nyc ! I'm so sorry about what happened with your Capucines GM bag I know how frustrating and disappointing it is to have your bag end up in such bad shape. It's supposed to be a luxury item, and you expect it to last.

Like @slayer said, it really depends on your SA. The SA I dealt with at the beginning was new, and she had no idea what LV reglazing issue is. If I were you, I would either try speaking to another SA, or try checking out other LV stores and see if they have a different solution. If none of this work, I'd escalate the matter and ask for the store manager's help. It's worth a shot.
Capucines isn't cheap, and you've got a rare one so, I wouldn't give up so easily either.

Regarding the refund, I thought they usually base it on the latest prices for defective products? It's weird that they're offering the refund based on the 2014 prices. Maybe someone else has had a similar experience and can share some insights?

 

[sprezzatura_nyc]

Hi @sprezzatura_nyc ! I'm so sorry about what happened with your Capucines GM bag I know how frustrating and disappointing it is to have your bag end up in such bad shape. It's supposed to be a luxury item, and you expect it to last.

Like @slayer said, it really depends on your SA. The SA I dealt with at the beginning was new, and she had no idea what LV reglazing issue is. If I were you, I would either try speaking to another SA, or try checking out other LV stores and see if they have a different solution. If none of this work, I'd escalate the matter and ask for the store manager's help. It's worth a shot.
Capucines isn't cheap, and you've got a rare one so, I wouldn't give up so easily either.

Regarding the refund, I thought they usually base it on the latest prices for defective products? It's weird that they're offering the refund based on the 2014 prices. Maybe someone else has had a similar experience and can share some insights?

Hello fluffy_rainbow thank you so much for your kind reply and input. I am based in Europe and purchased the bag in New York. I will probably try bringing this bag to Paris. Yes they were quoting me the refund using the last price the GM was last available. Since the GM has been discontinued, the refund price of course does not reflect current price increases and as there is no proper valuation of the GM in today's inflation-adjusted pricing. Plus, thank you for confirming the rarity of the GM. I am conflicted whether to just return it and accetp the EUR 4,400 refund or keep the bag that is rare? Thanks again.

 

[sprezzatura_nyc]

Perhaps I have been lucky, but I returned two pricey bags (one years ago and one recently) without any issues whatsoever. This is a well-known defect and the store did not even bat an eyelash. They also told me that there is no time limit on returning for exchange. I was also advised that they can now redo the glazing if I wanted to keep the bag (Capucines GM).

Oh wow, really? That they could redo the glazing? May I kindly ask for your city location? I am currently based in Europe.

 

[Addy]

Oh wow, really? That they could redo the glazing? May I kindly ask for your city location? I am currently based in Europe.

I am in Canada.

 

[Lyn2005]

@sprezzatura_nyc
I bought a Louis Vuitton empreinte wallet in 2014 from USA, and the glaze melted and stained my wallet all over (and interior of multiple handbags). Attached photo so you can see the condition. It was sticky and stained anything it came into contact with.

I initially contacted LV (Canada) in 2022 to ask if they would re-glaze the wallet and waive the repairs charge. I didn't have much hope, since it was already 8 years old. The store offered credit exchange, for the price that I paid in 2014. Since our Canadian dollar is no longer almost on par with the American dollar, I was able to exchange for a new style of empreinte leather wallet, plus a keychain charm.

Hope this info helps you (and everyone else on this thread).

 

[piaboal]

I've been checking Purse Forum input/issues on the glazing problem off and on - I've had 3 bags: Speedy 30 Monogram Empreinte (handles), Dora (handles and trim), Neo Noe (trim). LV took back Speedy and Dora and provided credit--Neo Noe was replaced with new bag. Just 2 weeks ago I took one of my mom's bags (small crossbody in epi leather) where glazing on trim and strap were melting - LV took that one back and confirmed they could fix for no charge.

 

[Wentworth-Roth]

After reading all of your positive experiences, I’ve decided to finally open repair requests for three of my 2014 items that sadly have melted edge glazing. Please see attached pictures for detail. I am now waiting to hear back from Louis Vuitton customer service, fingers crossed I get a customer-oriented response.

 

[Wentworth-Roth]

After reading all of your positive experiences, I’ve decided to finally open repair requests for three of my 2014 items that sadly have melted edge glazing. Please see attached pictures for detail. I am now waiting to hear back from Louis Vuitton customer service, fingers crossed I get a customer-oriented response.

I was quoted 125.00 € for each item to be reglazed. An additional 125.00 € was quoted to replace the zipper tab/strap of each pochette. I am now unsure on how to proceed.

 

[harlem_cutie]

I was quoted 125.00 € for each item to be reglazed. An additional 125.00 € was quoted to replace the zipper tab/strap of each pochette. I am now unsure on how to proceed.

Was this in the app or in store? If you are the original owner or have the receipts I would push for free repair as these are defective items. Typically if they can't repair then they will offer a credit. I've had pretty much every Empreinte piece I own made between 2014-2016 reglazed and that included all trim and straps too. They are trying to repair as much as they can though with credits or replacements being few and far between. If you aren't the original owner or have receipts then you will likely have to pay for the repairs as LV has really cracked down in this regard and this is where having a good CA can help a ton.

 

[Wentworth-Roth]

Was this in the app or in store? If you are the original owner or have the receipts I would push for free repair as these are defective items. Typically if they can't repair then they will offer a credit. I've had pretty much every Empreinte piece I own made between 2014-2016 reglazed and that included all trim and straps too. They are trying to repair as much as they can though with credits or replacements being few and far between. If you aren't the original owner or have receipts then you will likely have to pay for the repairs as LV has really cracked down in this regard and this is where having a good CA can help a ton.

I used the app service and later spoke with the care advisor on the phone. I have their direct email address and am now drafting an email requesting free repairs for both items. I have the receipts and the purchases are registered in their system. I will update when I can.

 

[Jade alexandra]

Does anyone have any experience of the interior of bags going sticky