In-Store Customer Service, can you enlighten me?

[Mishd614]

Hi everyone!

I’m new to this forum (and, wow I’m happy to be here), and also fairly new to my LV addiction.

I received a Zippy wallet, which I went with to purchase, in December 2017, so I do have a piece from the store I carry daily, for reference.

Now, I’m wondering if someone can help me with what’s normal for LV currently and their customer service. I have been less than impressed the last two times I’ve been to the Oak Brook, IL store. I was in on Friday. We had to wait quite some time to be assisted. The sales associate didn’t seem interested in showing us much (maybe we weren’t “fancy” enough for him), and didn’t offer many suggestions (how to style it, similar pieces, functionality, etc.) when I expressed my interest in certain pieces (neverfull, josh, favorite). He basically brought me the pieces I wanted but didn’t do much in the way of asking what kind of piece I was looking for or enhancing the experience with his knowledge. If he’d been more helpful I might have purchased something on the spot, but it was lacking.

I ended up ordering a pochette felicie, which I picked up in store today. No greeting from any of the sales associates upon walking in. Some of the sales associates weren’t helping any other customers, but did not approach me. I had to sort of stare one associate down who was on her phone/device and then she said “would you like to be helped?”. She pulled my order out of the back, which was not wrapped in the ribbon (normal? I would’ve liked a regular unboxing). She did not take the time to pull out the pochette or help me get the plastic covers off of the chain to attach it to the bag. Basically had me sign a receipt and then left the counter. I understand she did not sell me the item (commission) but it’s a $1,000 piece and the customer service was just NOT there. I know I’d probably do better if I had a specific associate I shopped from, but shouldn’t excellent service be immeciple across the board ? Are my standards too high?? But, it’s Louis Vuitton, somewhere I’d expect to surpass my standards.

Anyways, that was lengthy. Thanks for making it through. In short, what’s your experience been like? Is this the norm?

 

[DB8]

What you're saying isn't the norm but also isn't surprising. Sometimes stores just have bad management which trickles down to the SA's.

(maybe we weren’t “fancy” enough for him)

No need to dress up etc to go shopping.

I know I’d probably do better if I had a specific associate I shopped from,

If you think you'll be a repeat customer of this boutique, try to find a SA - your experience will surely be much more pleasant!

 

[Mishd614]

What you're saying isn't the norm but also isn't surprising. Sometimes stores just have bad management which trickles down to the SA's.


No need to dress up etc to go shopping.


If you think you'll be a repeat customer of this boutique, try to find a SA - your experience will surely be much more pleasant!

Thanks for the quick reply! I appreciate it! How do you suggest finding an SA?

 

[LV_4ever]

I have been to numerous different boutiques in the US, as well as a few in London and Paris. There is a very wide variety in the level of customer service you will receive. Some SAs are incredibly attentive, patient, and helpful, while others act like you are bothering them with a simple question. It is unfortunate that the service is not more uniform- if I go into a new store I have no idea what to expect. But this is a job, and like most jobs, some people are good at it and others not. I would not take it personally. Hopefully you can find a good SA who will take better care of you. Otherwise, I would try a new location.

 

[LVlvoe_bug]

Hi everyone!

I’m new to this forum (and, wow I’m happy to be here), and also fairly new to my LV addiction.

I received a Zippy wallet, which I went with to purchase, in December 2017, so I do have a piece from the store I carry daily, for reference.

Now, I’m wondering if someone can help me with what’s normal for LV currently and their customer service. I have been less than impressed the last two times I’ve been to the Oak Brook, IL store. I was in on Friday. We had to wait quite some time to be assisted. The sales associate didn’t seem interested in showing us much (maybe we weren’t “fancy” enough for him), and didn’t offer many suggestions (how to style it, similar pieces, functionality, etc.) when I expressed my interest in certain pieces (neverfull, josh, favorite). He basically brought me the pieces I wanted but didn’t do much in the way of asking what kind of piece I was looking for or enhancing the experience with his knowledge. If he’d been more helpful I might have purchased something on the spot, but it was lacking.

I ended up ordering a pochette felicie, which I picked up in store today. No greeting from any of the sales associates upon walking in. Some of the sales associates weren’t helping any other customers, but did not approach me. I had to sort of stare one associate down who was on her phone/device and then she said “would you like to be helped?”. She pulled my order out of the back, which was not wrapped in the ribbon (normal? I would’ve liked a regular unboxing). She did not take the time to pull out the pochette or help me get the plastic covers off of the chain to attach it to the bag. Basically had me sign a receipt and then left the counter. I understand she did not sell me the item (commission) but it’s a $1,000 piece and the customer service was just NOT there. I know I’d probably do better if I had a specific associate I shopped from, but shouldn’t excellent service be immeciple across the board ? Are my standards too high?? But, it’s Louis Vuitton, somewhere I’d expect to surpass my standards.

Anyways, that was lengthy. Thanks for making it through. In short, what’s your experience been like? Is this the norm?

I’m sorry for your experience, I wish it would have been better for you. I haven’t been to this store for awhile but found it really busy and had to wait for a SA to help me. I usually go to the Northbrook store and they are amazing. It is not as busy and I really like the sales people there. Have you tried going to the Northbrook store? I hope you are liking your Felicie!

 

[Mishd614]

I’m sorry for your experience, I wish it would have been better for you. I haven’t been to this store for awhile but found it really busy and had to wait for a SA to help me. I usually go to the Northbrook store and they are amazing. It is not as busy and I really like the sales people there. Have you tried going to the Northbrook store? I hope you are liking your Felicie!

Thanks for the tip about Northbrook! I live less than five minutes from Oak Brook, so it’s hard to get over the convenience factor (plus, I believe sales tax is lower), but next time I’m at Northbrook I’ll have to stop in!

 

[LVlvoe_bug]

Thanks for the tip about Northbrook! I live less than five minutes from Oak Brook, so it’s hard to get over the convenience factor (plus, I believe sales tax is lower), but next time I’m at Northbrook I’ll have to stop in!

I think it might be worth the extra drive. It is so less busy there and I think the SAs are a lot more helpful. I can pm you some names if you like but let me know if you go there and what you think. I’d be very surprised if you did not have a wonderful experience there. Even the security guard is super nice there.

 

[Pink Tulips]

Hi everyone!

I’m new to this forum (and, wow I’m happy to be here), and also fairly new to my LV addiction.

I received a Zippy wallet, which I went with to purchase, in December 2017, so I do have a piece from the store I carry daily, for reference.

Now, I’m wondering if someone can help me with what’s normal for LV currently and their customer service. I have been less than impressed the last two times I’ve been to the Oak Brook, IL store. I was in on Friday. We had to wait quite some time to be assisted. The sales associate didn’t seem interested in showing us much (maybe we weren’t “fancy” enough for him), and didn’t offer many suggestions (how to style it, similar pieces, functionality, etc.) when I expressed my interest in certain pieces (neverfull, josh, favorite). He basically brought me the pieces I wanted but didn’t do much in the way of asking what kind of piece I was looking for or enhancing the experience with his knowledge. If he’d been more helpful I might have purchased something on the spot, but it was lacking.

I ended up ordering a pochette felicie, which I picked up in store today. No greeting from any of the sales associates upon walking in. Some of the sales associates weren’t helping any other customers, but did not approach me. I had to sort of stare one associate down who was on her phone/device and then she said “would you like to be helped?”. She pulled my order out of the back, which was not wrapped in the ribbon (normal? I would’ve liked a regular unboxing). She did not take the time to pull out the pochette or help me get the plastic covers off of the chain to attach it to the bag. Basically had me sign a receipt and then left the counter. I understand she did not sell me the item (commission) but it’s a $1,000 piece and the customer service was just NOT there. I know I’d probably do better if I had a specific associate I shopped from, but shouldn’t excellent service be immeciple across the board ? Are my standards too high?? But, it’s Louis Vuitton, somewhere I’d expect to surpass my standards.

Anyways, that was lengthy. Thanks for making it through. In short, what’s your experience been like? Is this the norm?

I do not live in Illinois but Customer Service transferred me to the Northbrook store one time to locate an item. I have since called there several times and each time a CA named Maggie is more than helpful. My local store is fabulous and no matter how you are dressed I have seen them treat everyone really well. There are probably 6 or 7 Ca's I could easily have great customer care with and enjoy the store visit each time. Give Maggie a try at Northbrook next time. I can also send you her direct number if needed.

 

[MmeM124]

I use the Oakbrook store as well. The two most recent times I went in I was NOT dressed nicely. No makeup, leggings and t-shirt probably. I picked up an online order and the man helping me was great. Looked at a speedy b and he was thorough and helpful. Sadly I didn’t get his name. The store was nearly empty. Another visit when I made a larger purchase the SA was less engaging but I guess she is “my” SA now since it was an in-store purchase. She was still sweet though and sent me a follow-up text about the purchase and if I needed anything. I actually noticed a flaw on the vachetta and came back in and they were a bit more aloof because they were busier. But, I can give you her name if you want. There was a guy there who I could tell kinda wanted nothing to do with me, so maybe that’s the guy you encountered. I had read bad reviews about this store so was definitely nervous going there the first time. It’s about 15 min away for me so there’s no way I’d go anywhere else.

 

[sweetpea_2009]

What you're saying isn't the norm but also isn't surprising. Sometimes stores just have bad management which trickles down to the SA's.


No need to dress up etc to go shopping.


If you think you'll be a repeat customer of this boutique, try to find a SA - your experience will surely be much more pleasant!

I agree with what @DB8 said. It’s not surprising to me. I’ve been to a handful of boutiques and the service can be hit or miss. I have a CA here in my city I built a relationship with and that makes all the difference in the world. He is amazing and goes above and beyond to give great service. I don’t think your standards are too high. I expect good customer service from people who work in a customer facing job (whether at a high end shop or at Walmart) but unfortunately consistent good service is hard to come by. This is a great forum to ask those that live in your area for a recommendation. Perhaps someone can introduce you to their CA. Good luck!

 

[dmmiller]

My SA experience has been very hit or miss. I am plus-size and a very casual dresser.

Last year, I thought I found an SA when I bought my Artsy, but when I returned to replace my defective ikat NF he was less than helpful and when I returned to exchange the bag I selected due some wonky glazing he said "it is what it is". There are 2 more at my store that I refuse to purchase from. Moved into another SA who was super helpful with that exchange.

Recently I went in the drop off a bag for repairs and met a new SA. Later when that bag was declared defective, this SA spent like an hour and a half with me and must have pulled at least 15 bags for me and could not have been nicer. He recently sourced a mono PA for me that is hard to find. He's a keeper.

Good luck finding an SA that you enjoy working with! It does take time and trial and error. If I am not feeling an SA, I don't buy from them.

I have only once found my LV experience to be truly luxurious once - the store manager took me to the back room on a busy Saturday with couches and champagne on the day of the Kusama launch. It made me feel very VIP. I only had one other purchase with her prior to this, but when I asked about the bags with an SA, she asked the manager and the manager dismissed the SA and pointed us to the back. I left with the bag that day. No reservations or appointments - it was magical.