I will never buy on LV online ever again . I've been their customer for years now but because of this incident , I would rather buy at the store next time. I understand we need the right information from the customer service to save us from the hassle .
Help!!!!
- Thread starter Suns123
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I will never buy on LV online ever again . I've been their customer for years now but because of this incident , I would rather buy at the store next time. I understand we need the right information from the customer service to save us from the hassle .
Many online retailers let you return or exchange in store. Even if they cannot process it, they will usually ship it back to the online return address for you so you don't have to deal with packaging and shipping since you drove to their store. So in general, that was bad customer service.
As for the item, it looks like someone pushed a thin item into it, like a finger nail. It was obvious that it was damaged and that's why you got another one exactly like it. So it was redundant for them to tell you it's damaged. I would fight the charge. I would think it's easy enough for them to fix the leather to sell it whereas you having two purses of the exact same kind does not make sense. If you are a frequent shopper, I would bring that up. They are basically trying to protect themselves from people who buy it and return it which is not a customer they can make money off of. If they want to keep you as a customer, they need to make it right.
As for the item, it looks like someone pushed a thin item into it, like a finger nail. It was obvious that it was damaged and that's why you got another one exactly like it. So it was redundant for them to tell you it's damaged. I would fight the charge. I would think it's easy enough for them to fix the leather to sell it whereas you having two purses of the exact same kind does not make sense. If you are a frequent shopper, I would bring that up. They are basically trying to protect themselves from people who buy it and return it which is not a customer they can make money off of. If they want to keep you as a customer, they need to make it right.
That is just crazy to me that they did that to you! When I got my Pochette Metis, my lock was extremely scratched. When I called my local store, they told me I needed to take it up with the store I purchased it from that was nearly 3 hours away. At the urging of some kind people here in TPF, I took it back to my store and basically told them I wouldn't take no for an answer. The one I got still has a scratched lock, but not has bad as the original one. Sometimes you really just have to be stern. I do realize that with an online purchase, it's different, but the store should have been more helpful...and really, it all comes from the same place, so it should actually matter.
I hope this all gets resolved for you and they come to their senses.
I hope this all gets resolved for you and they come to their senses.
Since you purchased the bag again, they may be more willing to take back the other one? I think that shows good faith on your part.
But yes, waiting four days is too long. Unfortunately Louis Vuitton deals with huge numbers of returns for various reasons, they have to be careful not to let customers abuse the return policy (not saying that you did).
But yes, waiting four days is too long. Unfortunately Louis Vuitton deals with huge numbers of returns for various reasons, they have to be careful not to let customers abuse the return policy (not saying that you did).
I agree , I will fight for this refund , I've been a good customer from the start and this is my first return online .
I just spoke to one if the team leaders at the store, and she will call customer svc to let them know I brought the damage purse there and they inspected it . I hope that will help .
Yes I agree , I hope they will review this case very well and give my money back . Waiting four days might be long but the way the purse looked there is no way I could have done it myself ! Even the LV store agrees it was a defect . I hope they will look into this well rather than treating me as one of their bad customers who are taking advantage on them .
I never buy online, however my husband does
. So if he buys me an item as a gift and it is received but not opened by me for 4+ days (gifts usually do not show up the day of the celebration) then there is no returning a defective item? Ugh I will tell him to NEVER buy for me again. Thats very poor customer service. I recently bought from Tiffanys and they were excellent and even sent a thank you card after all was said and done. That is how a luxury brand should treat their customers. Shame on LV 
Honestly, I don't see a problem with this. You knew you liked the bag and intended to purchase it. Why wait additional days/ weeks for one when you could get it from the boutique and begin using it? You fully expected to be credited for the damaged one you were sending back. From your pics, it does look like a defect and there should be no questioning anything. A credit should be issued. Period. End. Fortunately, I've never experienced this, but I purchase from the boutique. Good luck and hold your ground. The PM is a wonderful bag. Enjoy yours!
Thank you !!!! It means a lot to me that we are in the same page the way I see this situation 😍. I agree it is a great bag !
So sorry. Same thing happened to my friend. She put in an order for a bag and decided it was too small so she tried to return it (she never used it) but LV wouldn't take it back due to a scratch on brass and finger print marks. Good luck returning. My friend ended up keeping the bag thankfully she is very happy with it.
Are you in the US? Which state are you from? Look up consumer rights. It seems (so) challenging to return an on-line purchase/"defective item" at Louis Vuitton. Just curious, why did it take you 4 days to contact them re the "defect"?
I will wait till Monday if they will take it back as it was investigated , the LV store that refused the refund due to defect and where I purchased the other p. metis was so cooperative and contacted customer service already trying to help out.
I am in Az , USA . I was contemplating at first to keep it but when I showed it yo my husband he told me to return it and have it exchange. 4 days for it was a small defect and I do not like the hassle .