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#47
Suns123 said:
I got this LV Pouchette Metis online . And noticed an imperfection on the vachetta on top of the brass lock . I was contemplating on returning it for I don't like the hassle and it took me 4 days to decide . I did not use the purse. So I called cust svc , I was informed to bring it to the store for a refund . When I brought it to the store I was told to return it online because of the defect . I bought the same purse at the store and shipped the defective vachetta back . I was so confident that I will be refunded . Yesterday , I was so surprised to see the purse shipped back to me . The letter from Louis Vuitton states the purse cannot be refunded for it is not in a saleable condition . I called cust svc and I was told why it took me 4 days to call them, I said I thought 14 days is allowed to return an item , she told me I should have called right away, I was told also the brass has scratches!!!! I will attach pictures here and please tell me what your thoughts are . The cust svc associate is kind enough to review the same pictures that I will post here over the weekend but told me a refund is not a guarantee... I do not want to have two same purses and this is not cheap , I want my money back! I wish I will be given justice on this case . I cannot return the one I bought at the store as I use it already and the brass has scratches . View attachment 3037993View attachment 3037994View attachment 3037995View attachment 3037996View attachment 3037997View attachment 3037998View attachment 3037999View attachment 3038000View attachment 3038001
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I'm so sorry this happened to you.
I think is BS what they are telling you.
Some nerve! I gush reading the: we pride ourselves in the highest quality line.

I've gotten so many pieces that are sloppy sloppy sloppy! Stitching bulging out, monograms completely off, penmarks when new.
This annoys me. It's CLEAR you're not making it up as they can clearly see you bought the same bag over in their systems???
I mean you're asking for your money back and they just got your money double! They can see you bought it over and therefor is very obvious you're not making this stuff up. Like buying, using, then changing your mind etc.

Yes you should have called them right away but you followed their rules. 14 days.
I would go down to the store. Demand to talk to a manager and say this is unacceptable.
Don't take it! I've fought them before and won in the end. You can also say you are prepared to file an official complaint. You were told by the CS to go to the store. So you can use that as leverage. Well here I am. Taking the time. So now you'd just better help me out. Amazing..

Seriously. H&M have better customer service.
 
#48
NickitaLuvsLV said:
I'm so sorry this happened to you.

I think is BS what they are telling you.

Some nerve! I gush reading the: we pride ourselves in the highest quality line.



I've gotten so many pieces that are sloppy sloppy sloppy! Stitching bulging out, monograms completely off, penmarks when new.

This annoys me. It's CLEAR you're not making it up as they can clearly see you bought the same bag over in their systems???

I mean you're asking for your money back and they just got your money double! They can see you bought it over and therefor is very obvious you're not making this stuff up. Like buying, using, then changing your mind etc.



Yes you should have called them right away but you followed their rules. 14 days.

I would go down to the store. Demand to talk to a manager and say this is unacceptable.

Don't take it! I've fought them before and won in the end. You can also say you are prepared to file an official complaint. You were told by the CS to go to the store. So you can use that as leverage. Well here I am. Taking the time. So now you'd just better help me out. Amazing..



Seriously. H&M have better customer service.
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Thank you... I will try to talk to the cust rep tomorrow if she had reviewed the pictures ....I am hoping I will be refunded . ( fingers crossed)
 
#49
Not sure why folks are asking about why OP "took four days" to contact LV. Not everyone sits around inspecting every single purchase from thread to thread, and then lay await until LV's phone lines open. I've purchased tons of things in person and online. I check to make sure what I ordered is inside the box/bag, and try it on if it fits. Sometimes I'm out of town so much that I won't use an item until weeks or months after I've purchased it. Four days is nothing.
 
#51
JazzyMac said:
Not sure why folks are asking about why OP "took four days" to contact LV. Not everyone sits around inspecting every single purchase from thread to thread, and then lay await until LV's phone lines open. I've purchased tons of things in person and online. I check to make sure what I ordered is inside the box/bag, and try it on if it fits. Sometimes I'm out of town so much that I won't use an item until weeks or months after I've purchased it. Four days is nothing.
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I don't understand why everyone is saying that 4 days is too long. LV has a 14 day return policy. Not 3 days, 4 days, 5 days, etc. 14 days!
She may have been busy with work, kids, life and not had time to take it into the store.

OP I am praying they can refund your money without hassle. So sorry this happened to you.
 
#52
Suns123 said:
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.
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It took about a month of an "investigation" before they came back with a final no. When my friend suggested the scratch must have already been on the hardware ( this was a very small scratch) since she never used it she was told Louis Vuitton does not send out defective products.

I really hope you have better luck. Keep us posted.
 
#54
msmounty said:
sorry for being debby downer here (as i am sorry you are going through this) but am i the only one that finds this weird that you got the first purse (defective one) - then instead of waiting for it to be returned or lv to fix it, you just bought another of the exact purse? I personally would never feel comfortable buying a second item until i know for certain if they would fix the one i already purchased or offer you an exchange??
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+1?
 
#55
I ordered an Alma BB last week and when I received it, the box was torn open and was soaked. The brown LV box was soaked and the dust bag was damp. I did call customer service right away to let them know the condition the package arrived in. I explained that the package was delivered at my work address, and that I didn't have time at the moment to thoroughly inspect the bag, but I wanted them to document there could be possible damage. Luckily there wasn't, the bag was dirty from fingerprints, etc, but could easily be cleaned up. It's disappointing that we spend so much on these items and they don't arrive to us in pristine condition. I wish I had a boutique close by so I could do my shopping there. Unfortunately, the closest one is 2 hrs away.

OP - I'm hoping you'll be given a refund. They should see that since you purchased a second of the same bag that you're not trying to be deceitful. Keep us posted.
 
#56
msmounty said:
I think that is terrible customer service of LV if you took the time to drive to the store and they told you to return online??? Why? Couldn't they have sent the item back for you?
Forgive me as I have never bought LV online... only in store.
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I have to agree with you on your first statement. I would have NEVER bought that second bag and until everything was cleared up with the first one. Meaning, I would have had to have gotten the refund/exchange first.
 
#57
JazzyMac said:
Not sure why folks are asking about why OP "took four days" to contact LV. Not everyone sits around inspecting every single purchase from thread to thread, and then lay await until LV's phone lines open. I've purchased tons of things in person and online. I check to make sure what I ordered is inside the box/bag, and try it on if it fits. Sometimes I'm out of town so much that I won't use an item until weeks or months after I've purchased it. Four days is nothing.
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Not answering for those in this thread nor saying this is what op did. Some customers tend to buy something and wear it and then call it defective to get a return. So for a careless person that doesn't plan to take care of and use the bag, four days is definitely something. Unfortunately this is a good have to suffer with the bad situation. OP contemplated from day one, not because she didn't see it or was out of town.

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OP - I hope you can get a manager or someone on the phone that can help you with this. This is one of the reasons I have an issue with alllll of the returns that seem to be taking place lately. Ugh!
 
#58
Good news ladies !!!! Just got a call from LV online and I was advised to bring the pouchette metis to the store to the team leader who helped me and I will be refunded!!!!!! Thank God!!! I am an honest customer and I am grateful they saw that . Thank you to all of you for your inputs and for wishing me luck ! 💖😍
 
#59
I would like to thank Terrisa the online representative and Hannah the LV store team leader who helped me with this return !!! Ladies you rock!!! 💖 May God Bless You both! ❤️
 
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