Hello!
I’ve seen some complaints on the forums regarding LV not standing by their product and wanted to share my most recent LV experience as it was very pleasant.
Firstly, I’ve always received wonderful customer service from LV. I’ve had repairs done under warranty as well as exchanges. My most recent repair/exchange happened this last week.
Approx. 2 months ago, I brought in my Palm Springs MM that was purchased online early 2019. The bag looked brand new, but the top handle had glazing that was peeling off. The store associate offered to have the top handle replaced free of charge. So I said ok, and sent out the bag.
7 weeks later, I was called and informed that my bag was ready for pickup. Once the bag was given to me, I inspected the top handle and noticed holes in the canvas where the leather top handle is sewn to the canvas. It was especially apparent when I lifted the bag with the top handle. I showed the associate and he started to brush it off. Thankfully I had taken pictures of my bag before sending it in, the exact day it was sitting on the LV counter filling out the repair request. I showed the associate the pictures which clearly showed no holes in my bag previous to it being sent for repair.
The associate excused himself and brought my bag to the back. He came out about 5 min later, without my bag, apologized profusely and offered me any bag of my choosing of equal value or if more (I would pay the difference). I opted for the same as I love my Palm
springs. They did not have it in stock but ordered it and I received it a week later.
Yes, I don’t know how the story would have played out if I didn’t have pictures of my bag prior to it being sent out. The pictures clearly showed that the bag was damaged by their repair center.
So for all of you sending out your bags for repair, no matter the brand, be proactive and take pictures as an insurance policy!
Happy shopping
I’ve seen some complaints on the forums regarding LV not standing by their product and wanted to share my most recent LV experience as it was very pleasant.
Firstly, I’ve always received wonderful customer service from LV. I’ve had repairs done under warranty as well as exchanges. My most recent repair/exchange happened this last week.
Approx. 2 months ago, I brought in my Palm Springs MM that was purchased online early 2019. The bag looked brand new, but the top handle had glazing that was peeling off. The store associate offered to have the top handle replaced free of charge. So I said ok, and sent out the bag.
7 weeks later, I was called and informed that my bag was ready for pickup. Once the bag was given to me, I inspected the top handle and noticed holes in the canvas where the leather top handle is sewn to the canvas. It was especially apparent when I lifted the bag with the top handle. I showed the associate and he started to brush it off. Thankfully I had taken pictures of my bag before sending it in, the exact day it was sitting on the LV counter filling out the repair request. I showed the associate the pictures which clearly showed no holes in my bag previous to it being sent for repair.
The associate excused himself and brought my bag to the back. He came out about 5 min later, without my bag, apologized profusely and offered me any bag of my choosing of equal value or if more (I would pay the difference). I opted for the same as I love my Palm
springs. They did not have it in stock but ordered it and I received it a week later.
Yes, I don’t know how the story would have played out if I didn’t have pictures of my bag prior to it being sent out. The pictures clearly showed that the bag was damaged by their repair center.
So for all of you sending out your bags for repair, no matter the brand, be proactive and take pictures as an insurance policy!
Happy shopping
