Help- Givenchy Manager kept/ stole my bag!!!!!!

[Azula]

Hello All, I am in a shocking situation and still don't even know how to react. I brought my pink mini Antigona to the Givenchy boutique in Aventura, Miami, for some light repairs. The lady who helped me (who I now am being told is the director of this boutique in Aventura) said it would need to be sent to Paris to do the repairs and might take longer than usual. This was in September, 2023. Since then I stopped by to check on the ETA a few times (maybe 5 times total), but I was told it was still being repaired, or that I had to wait to speak to the manager to get a status update. I was helped by this manager as well one time (possibly around November), and she said the same thing, that she didn't have an ETA but would be in contact. Today (April 4th 2024) I stopped by again and the manager who originally helped me came out to ask me why I was there since she had already given me the bag back! I said "no you must be mistaken, please check again. I was just here a month ago and there was still no ETA". To summarize, she said she didn't need to check because she remembers me well and remembers "handing me the bag". Apart from being shocked and now scared that my bag was either given to someone else by mistake OR this is some scam running in the boutique where they keep your bags, I asked her to show me the receipt of me receiving my bag and the camera footage of me (supposedly) receiving my bag and she became hostile and said she didn't need to show me anything, that she remembers me very well (??) and remembers handing me the bag, and basically to get out. I am completely shocked and don't even know what to do now- she either lost my bag or stole it, and basically implied there's nothing I can do about it. Obviously there's no proof that she gave me my bag because she didn't!!!

Has anyone else gone through this? Can anyone give me an idea of what to do? I called Givenchy customer service and they are opening an investigation but I'm scared if this powerful company just decides to keep my bag! It's complete theft!!! Any help or advice is appreciated.

Also, the employees all seemed to be terrified of this lady. They said she was the top of the chain there and "nobody" would be able to help me if she says she "handed me my bag". How sick is that?

 

[Love Of My Life]

Do you have a receipt for the bag being taken in for repair?
Would they just give out a bag without a receipt ? Would you not have to sign for it?
If "she" remembers handing you the bag she should remember what date it was
& certainly have the backup of the security camera for proof that it was returned
to you as well as the date it was returned..
If indeed it was a mistake then Givenchy has to make good on it because you
do not have your bag. Are you sure the bag has come back from Paris?
You need to share this info with corporate & an investigation needs to be started
Her response & behavior would be unacceptable to me
Sad to hear that employees are "intimidated" by a store manager

 

[A bottle of Red]

I had something similar happen with my Bvlgari repair in that I got a bunch of different stories from a bunch of different people about where my bag was going to be repaired and when it will be sent back to me.
I called so many different times, sent emails etc. I finally got so frustrated that my bags ( both less than 2 years old that started peeling ) were not being repaired properly that I begged for a refund or a new bag instead, and was refused.
The people were so nasty as well, absolutely zero interest in helping me.
I finally got my bags back , improperly packed so they got squashed in transit.
It totally ruined my enjoyment of the bags as well .
It's upsetting to spend so much money and have such horrible 'service' in return.
I hope you can get your bag back.

 

[papertiger]

I had something similar happen with my Bvlgari repair in that I got a bunch of different stories from a bunch of different people about where my bag was going to be repaired and when it will be sent back to me.
I called so many different times, sent emails etc. I finally got so frustrated that my bags ( both less than 2 years old that started peeling ) were not being repaired properly that I begged for a refund or a new bag instead, and was refused.
The people were so nasty as well, absolutely zero interest in helping me.
I finally got my bags back , improperly packed so they got squashed in transit.
It totally ruined my enjoyment of the bags as well .
It's upsetting to spend so much money and have such horrible 'service' in return.
I hope you can get your bag back.

I remember, it put me off the brand for good!

 

[papertiger]

Hello All, I am in a shocking situation and still don't even know how to react. I brought my pink mini Antigona to the Givenchy boutique in Aventura, Miami, for some light repairs. The lady who helped me (who I now am being told is the director of this boutique in Aventura) said it would need to be sent to Paris to do the repairs and might take longer than usual. This was in September, 2023. Since then I stopped by to check on the ETA a few times (maybe 5 times total), but I was told it was still being repaired, or that I had to wait to speak to the manager to get a status update. I was helped by this manager as well one time (possibly around November), and she said the same thing, that she didn't have an ETA but would be in contact. Today (April 4th 2024) I stopped by again and the manager who originally helped me came out to ask me why I was there since she had already given me the bag back! I said "no you must be mistaken, please check again. I was just here a month ago and there was still no ETA". To summarize, she said she didn't need to check because she remembers me well and remembers "handing me the bag". Apart from being shocked and now scared that my bag was either given to someone else by mistake OR this is some scam running in the boutique where they keep your bags, I asked her to show me the receipt of me receiving my bag and the camera footage of me (supposedly) receiving my bag and she became hostile and said she didn't need to show me anything, that she remembers me very well (??) and remembers handing me the bag, and basically to get out. I am completely shocked and don't even know what to do now- she either lost my bag or stole it, and basically implied there's nothing I can do about it. Obviously there's no proof that she gave me my bag because she didn't!!!

Has anyone else gone through this? Can anyone give me an idea of what to do? I called Givenchy customer service and they are opening an investigation but I'm scared if this powerful company just decides to keep my bag! It's complete theft!!! Any help or advice is appreciated.

Also, the employees all seemed to be terrified of this lady. They said she was the top of the chain there and "nobody" would be able to help me if she says she "handed me my bag". How sick is that?

So sorry. Just wow!

It shouldn't think it's a scam, they work with these things all the time, SA/SMs get very blasé about items. Staff don't realise how precious each item is exactly. it's probably the SM misremembering or getting you mixed-up with someone else.. It would be nigh-on impossible for them to have given you the bag back without the paperwork (and without you signing). As you say, if you don't have the bag, they don't have the paperwork. No more verbals or calls, only paper-trails from now on and keep a systematic track of all correspondence.

Get all your ducks in a row and at your fingertips and email (not call). Write clearly what happened and when to the manager. If the manager insists on her story, write back and ask for Givenchy Customer Service or ask for the email for the Area/National Manager , and if they/he/she are of no use, ask to make make a formal complaint. Put a time limit expectation for replies. If the trail goes cold/quiet. call he office in New York (598, Madison Avenue,, NY 10022) Phone :+1 833 908 0147 and at least get a name and email out of them.

 

[Kabuki]

Do you have a receipt for the bag being taken in for repair?
Would they just give out a bag without a receipt ? Would you not have to sign for it?
If "she" remembers handing you the bag she should remember what date it was
& certainly have the backup of the security camera for proof that it was returned
to you as well as the date it was returned..
If indeed it was a mistake then Givenchy has to make good on it because you
do not have your bag. Are you sure the bag has come back from Paris?
You need to share this info with corporate & an investigation needs to be started
Her response & behavior would be unacceptable to me
Sad to hear that employees are "intimidated" by a store manager

DH had a similar story with an iPhone he preordered and pre-paid for. They called him to pick it up and when he went to the Apple Store to pick it up, they had already given it to someone else with a “similar name.” Know that DH’s surname is unusual. DH demanded an investigation of receipts and surveillance videos. A few days later, they realized they messed up and once the phones came back in stock, they gave him his new iPhone free of charge for the hassle.

Demand receipts, videos, etc.—anything to show it was not you who picked up the bag. Take this matter to the highest level and demand a new bag or equivalent store credit to purchase another bag of your choosing. Good luck! It’s worth fighting for.

 

[Azula]

Do you have a receipt for the bag being taken in for repair?
Would they just give out a bag without a receipt ? Would you not have to sign for it?
If "she" remembers handing you the bag she should remember what date it was
& certainly have the backup of the security camera for proof that it was returned
to you as well as the date it was returned..
If indeed it was a mistake then Givenchy has to make good on it because you
do not have your bag. Are you sure the bag has come back from Paris?
You need to share this info with corporate & an investigation needs to be started
Her response & behavior would be unacceptable to me
Sad to hear that employees are "intimidated" by a store manager

I do have the receipt of the repair order- it shows the date that I left it at the boutique. The director told me they received the bag on 11/28 and she gave it to me (!), but I have gone to the boutique after that date and asked for a status update. I don't know if they keep logs of the dates I've stopped by to ask for the bag (probably not). I did buy a card case at this same boutique around Dec 2023 and they did not have my bag ready at the time, so this totally contradicts her story.

I asked her to find the receipt where the bag was signed for, and to please check the cameras to see who she gave it to, so she could see that it's not me. She was very hostile and said she didn't have to show me anything (!), that she remembers me well and remembers giving it back to me. I asked her what do I do now that I don't have a bag and she kept saying I received it already and implied that I'm lying, and that I can "proceed however I want" but made it seem like I'm SOL. She refused to double check or investigate with the camera footage. She also has no paper trail of returning the bag (because I never signed for it since I've been told numerous times the bag isn't ready yet)!

I contacted customer service and am waiting to hear back from them. Thank you for responding, every one has given me hope, because I felt so powerless, especially the way this "director" was so hostile and didn't even acknowledge that she could have made a mistake. I feel completely bullied and even robbed at this point. 😢

 

[Azula]

I had something similar happen with my Bvlgari repair in that I got a bunch of different stories from a bunch of different people about where my bag was going to be repaired and when it will be sent back to me.
I called so many different times, sent emails etc. I finally got so frustrated that my bags ( both less than 2 years old that started peeling ) were not being repaired properly that I begged for a refund or a new bag instead, and was refused.
The people were so nasty as well, absolutely zero interest in helping me.
I finally got my bags back , improperly packed so they got squashed in transit.
It totally ruined my enjoyment of the bags as well .
It's upsetting to spend so much money and have such horrible 'service' in return.
I hope you can get your bag back.

This gives me hope that you got your bags back eventually. I was freaking out (and still am) because it seems like they received the bag a long time ago and have just been giving me the run around. I can only hope for a better response from their customer service. Like you, this has totally ruined my enjoyment of the bags and the brand.

 

[Azula]

So sorry. Just wow!

It shouldn't think it's a scam, they work with these things all the time, SA/SMs get very blasé about items. Staff don't realise how precious each item is exactly. it's probably the SM misremembering or getting you mixed-up with someone else.. It would be nigh-on impossible for them to have given you the bag back without the paperwork (and without you signing). As you say, if you don't have the bag, they don't have the paperwork. No more verbals or calls, only paper-trails from now on and keep a systematic track of all correspondence.

Get all your ducks in a row and at your fingertips and email (not call). Write clearly what happened and when to the manager. If the manager insists on her story, write back and ask for Givenchy Customer Service or ask for the email for the Area/National Manager , and if they/he/she are of no use, ask to make make a formal complaint. Put a time limit expectation for replies. If the trail goes cold/quiet. call he office in New York (598, Madison Avenue,, NY 10022) Phone :+1 833 908 0147 and at least get a name and email out of them.

Thanks so much. You're right: I need to calm down and explain everything in writing to someone/ headquarters. In the store they seriously told me there's nothing anyone can do anywhere because she's the director (despite the director not having any proof of returning my bag). The attitude of the entire staff was scary and sickening. Only the security guy was empathetic and tried to help but you could tell they're all terrified of the store director.

Your post has been so helpful! I will definitely not just sit here and let them steal my bag 😭

 

[roseoud]

You can also file a police report and reference it when you contact corporate. Sounds like she does this to people a lot and barks loud enough that people assume she's right when she's not.

 

[stacy_natalie]

This is shocking! Whatever happened, it is clear that someone there did not follow proper protocol I have only had to have 1 bag repair at Louis Vuitton and I recall paperwork and even having to show an ID to pick it up. I have also had a pair of shoes repaired at Jommy Choo and even though they all know me there, I insisted on getting a receipt for what was dropped off just in case something happened.
.

For what it's worth, anytime I have ever had to call Givenchy customer support (not for repair, just orders or returns), it has been an EXTREMELY positive experience (agents very friendly and helpful). I usually get the call center in Miami so hopefully they will be able to help you rectify this ASAP. Beyond the missing bag, I can only imagine the aggravation and undue stress this is causing you.

It may sound extreme, but if resolution isn't achieved, perhaps you can threaten legal action. Hopefully it won't come to that!

ETA: Re Bvlgari, I am sorry you had such an unpleasant experience @A bottle of Red . I really hope I never have any issues with mine! I will say my experience purchasing from the boutique was top notch (this was in Europe). It's s shame it tainted your feelings towards them bc they are beautiful bags!

 

[Love Of My Life]

I do have the receipt of the repair order- it shows the date that I left it at the boutique. The director told me they received the bag on 11/28 and she gave it to me (!), but I have gone to the boutique after that date and asked for a status update. I don't know if they keep logs of the dates I've stopped by to ask for the bag (probably not). I did buy a card case at this same boutique around Dec 2023 and they did not have my bag ready at the time, so this totally contradicts her story.

I asked her to find the receipt where the bag was signed for, and to please check the cameras to see who she gave it to, so she could see that it's not me. She was very hostile and said she didn't have to show me anything (!), that she remembers me well and remembers giving it back to me. I asked her what do I do now that I don't have a bag and she kept saying I received it already and implied that I'm lying, and that I can "proceed however I want" but made it seem like I'm SOL. She refused to double check or investigate with the camera footage. She also has no paper trail of returning the bag (because I never signed for it since I've been told numerous times the bag isn't ready yet)!

I contacted customer service and am waiting to hear back from them. Thank you for responding, every one has given me hope, because I felt so powerless, especially the way this "director" was so hostile and didn't even acknowledge that she could have made a mistake. I feel completely bullied and even robbed at this point. 😢

Just keep an e-mail trail going with dates & names.
This is unacceptable & somewhere someone made a mistake.
.If there is a receipt with your signature for pick up, the SM will have to show that
Her remembering that she gave it to you is just not sufficient without "backup"
Backup would be the date & security footage.. If she is not hiding anything, she
should be able to provide that info to Givenchy's customer service without reservation of any kind
Givenchy needs to investigate this& just keep being as pro-active as you can be & don't give up!
This director will have to answer to corporate/customer service & "explain"..
@papertiger says, if the trail goes cold/quiet contact the NYC office
I'd also suggest that when you write your e-mail that you choose your words carefully as you
don't want to incendiate this situation because you don't want your emotions to be in play, JMO

 

[IntheOcean]

The behavior of the director of the boutique is atrocious, in my opinion. Even if she's sure it was you who had picked up the bag, it's a simple matter of professionalism and good manners to be polite and thorough when dealing with a customer, even if she thinks you're trying to scam them or something.

I hope you'll get to the bottom of this and it will be resolved to your satisfaction. Honestly, I can't imagine the higher management brushing you off and siding with that rude boutique director, but if that happens, do file a police report.

 

[bsprout]

So sorry you had to go through this! Please keep us posted and don’t give up until it’s resolved in your favor.

 

[yuzulife]

I am so sorry that this is happening. Another avenue available to you is to file a complaint with the Florida Dept of Agriculture and Consumer Services.

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