Hi all!
Wow am I happy I saw this forum, so I live in the DC area, I have a Keepall Bandouliere 60, my mother purchased it in 1999, she used it maybe a few times a year, always stored it perfectly, anyway fast forward to 2018 she gave it to me! LOVE IT. Perfect condition, canvas like new, perfect patina. I use it ALL the time, well summer 2020 mid covid, I had put so much stuff in it (and maybe a couple bottles of wine
) the right side got snagged on a luggage cart and the leather around the D ring ripped. I took it to LV at Tysons in McLean Va 6-25-20 right when I got home to get the right leather shoulder strap attachment , and leather side piping re done and a new shoulder strap. They said estimated return would be mid August. I was stunned when I got it back on 7-25.
Fast forward to October 23rd 2021 due to COVID I hadn't been traveling much but I decided, the canvas is perfect, the entire right side, piping, leather, leather shoulder attachment, D ring, and shoulder strap were brand new leather so I took it to the same Louis store in Tysons because I wanted all the leather to be new so my entire bag would look brand new and patina evenly. I asked them to redo all the leather going around the bag and handles, and the left side leather and piping and leather shoulder strap attachment redone. The woman agreed, said it would be brand new when I got it back, no later than January 3rd. 8-10 weeks, I thought no problem what could go wrong, can't wait to get it back.
IT IS AUGUST 11TH AND I STILL DO NOT HAVE IT BACK!!!! After 1/3 I made multiple calls to no avail to the store, I sent multiple emails to no avail, then the updated date of restitution changed to April 3rd, again nobody had called me back, I had a few generic email replies but the customer service agents couldn't give me an answer as to what the delay was which honestly made me nervous but then April 3rd came. Nothing. I have had so many requests put in for the manager of the store to call me since April and I haven't gotten a single call. I have sent so many emails and called so many times I cannot count until a wonderful CS agent named Sofia told me how she was shocked about the situation. She gave her schedule and told me to call and ask specifically for her when I did because she would help me out and ask around.
Again, its 8/11. I sent an email last week because I haven't heard anything from Sofia, I've tried calling to speak with her but she gets left a message, I get no call back, I just called and spoke to Kayana who sent a message to her to call me, put me on hold to look into my account and then she said her computer froze she needed to disconnect and call right back, not even 5 minutes. It has been 30 minutes now. I got an email reply yesterday that said:
We are greatly concerned any time a client feels they are not completely satisfied with one of our products or services. Louis Vuitton products are made to the highest specifications and should be given care and attention, to provide you with many years of pleasure. Please know that it is never our intention to provide anything less than the utmost service. Your comments are duly noted.
It is our pleasure to assist with your request. The current status of your repair service for your Keepall Bandouliere 60 is repair in progress. The estimated completion is beginning of September. Kindly note, this date is subject to change.
We look forward having you reunited with your Keepall Bandouliere 60 as soon as possible. Once your service is complete, we will reach out to you directly to collect payment information. Once payment is accepted, we will ship your piece directly to you. Notification containing your UPS tracking number will be sent to your email address, so you can anticipate its arrival. |
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In 2 months they'll have had my bag for a year. Can someone PLEASE tell me what to do, and after all this time, the luggage I had to buy so I had something to carry during business trips and vacations since 10/2021, the horrible lack of communication, customer service, I don't get it. I worked in customer service for ten years in my 20's. I am always very friendly but yeah.... sorry for the novel. I'm hoping I get my moms bag back.
Best Wishes,
Sam
p.s. I'm sorry I went on for so long and if I sound like I am whining, I hope someone reading this understands and can offer some advice.
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