LV does NOT stand by their product. Terrible quality and even worse customer service

[Luxe888]

For a brand that loves to talk about their heritage and quality… it’s totally a SCAM. We all know the Palm Springs mini backpack was redesigned to fix all the defects of the original model (zipper catching onto the canvas piece the covered the zipper, fraying leather loops and tabs), straps fraying etc.

I brought my old model into the boutique for a replacement because of it’s known issues (my bag also had the same exact issues) but when I went they not only acknowledged that they were replacing the defective bags before but they told me they have stopped that and bc of when the bag was purchased any repairs would be at my cost.

I barely used the bag while I owned it bc I simply couldn’t get in and out of the bag without the zipper catching onto the canvas.

They can talk about their 5 year policy all they want but since when did the 5 year policy override the simple FACT that the bag they sold to everyone is defective? After 5 years is the bag not defective anymore?

These aren’t claims that the bag is defective… it’s widely known and LV themselves redesigned the whole bag to fix THEIR design mistake.

The main point here is… you sold me a defective bag… after 5 years it makes it ok now? Now you want to push a “repair” on it instead of replacing the bag like you have for others? The audacity or them to charge clients for “repairs” on a defective item? Sounds like the accountability stops after 5 years lol. This is not normal wear and tear here… this bag never functioned how it’s supposed to hence the redesign.

Just a warning to everyone… don’t expect LV to stand by their brand and quality (lack of quality). They will tell you to keep a defective bag and tans behind policies that don’t make sense. Some people may love the old model but it’s safe to say most don’t and neither does LV since they redesigned it.

 

[methvespertine]

I don't understand. Why waiting that much with a bag you can't use to have it fixed at the store ?
And did you expect they would exchange freely your bag after the 5 years inscurrance policy ? I think the audacity is from you. You knew the bag never functioned but if you don't complain for more than 5 years, well.... it's on you.

 

[snibor]

Never heard of the 5 year rule but I don’t think it’s reasonable to expect a new bag after 5 years of use. Sorry this happened to you.

 

[papertiger]

@Xoxo_t I agree with you.

LV need separate their general guarantee time-limitation clause, with the entirely different, and acknowledged design-defective models.

I would take this further as @TraceySH did with a Dior bag last year https://forum.purseblog.com/threads/updated-resolution-my-potential-breakup-with-dior.1051185/ and Chanel https://forum.purseblog.com/threads...ion-formerly-the-19-tote-saga-thread.1054427/

Hermes also honoured their 'skunk' smelly bags due to a defective tanning process

It's about time these ludicrous mega-brands hold their hands-up, back-up those brags of 'quality' with some practical solutions for all customers that gone stung by manufacture issues.

 

[blushnbellinlvoe]

I hear your frustration. We all want a bag we can use and feel taken care of when things do not work out well. Perhaps you will feel better if you tried to get a second opinion at another store. You can even submit a request online with pictures of your bag for a remote consultation. Keep in mind that you may get the same response provided by the first store so I don’t want to get your hopes up.

The cases examples provided by paper tiger referenced cases where the purchaser quickly noticed the defects and promptly brought the brand new bag back within weeks - not a well used bag of five years. Frayed leather is from wear and tear and is not considered a defect. The zipper placement itself was not the primary issue but rather the cracked canvas on the corners of the zipper caused by the placement that warranted the bag replacements. Functionality was a secondary factor. So if they determined that your canvas is intact after 5 years then the repairs for the leather only is indeed on you. The zipper placement has not caused damage and has not impeded the functionality of the bag as you have clearly used it sufficiently to fray the leather straps. There was no official recall so an automatic brand new bag replacement should not be assumed. Total/partial credits are given on a case by case basis. So I encourage you to talk to another manager at another store or online to see if you get a different evaluation. Hopefully this brings you some clarity. Good luck.

 

[papertiger]

I hear your frustration. We all want a bag we can use and feel taken care of when things do not work out well. Perhaps you will feel better if you tried to get a second opinion at another store. You can even submit a request online with pictures of your bag for a remote consultation. Keep in mind that you may get the same response provided by the first store so I don’t want to get your hopes up.

The cases examples provided by paper tiger referenced cases where the purchaser quickly noticed the defects and promptly brought the brand new bag back within weeks - not a well used bag of five years. Frayed leather is from wear and tear and is not considered a defect. The zipper placement itself was not the primary issue but rather the cracked canvas on the corners of the zipper caused by the placement that warranted the bag replacements. Functionality was a secondary factor. So if they determined that your canvas is intact after 5 years then the repairs for the leather only is indeed on you. The zipper placement has not caused damage and has not impeded the functionality of the bag as you have clearly used it sufficiently to fray the leather straps. There was no official recall so an automatic brand new bag replacement should not be assumed. Total/partial credits are given on a case by case basis. So I encourage you to talk to another manager at another store or online to see if you get a different evaluation. Hopefully this brings you some clarity. Good luck.

You make great points and recommendations.

Just want to clarify, TraceySH is always 'on it' and still she had trouble. Dior still don't road test their bags here . The 'skunk' issue from batches of H bags is still ongoing from 2013 even this year https://forum.purseblog.com/threads/odd-leather-smell.848698/page-236 .

Many people who have bought bags years ago don't know their particular batch/model/variation has a poor reputation or even had blanket recalls. IMO, once a bag has been pinpointed as defective (or even potentially) collectively, it should be unto the brand to bear the costs, regardless of 'wear and tear'.

LV is a very lucrative company turning healthy profits; it's leather-goods are its core products and, as the OP stated, their promoted chief value is quality via Entreprise du Patrimoine Vivant (EPV). What does that mean, if the bags are cr*p and don't last more than 5 years? I have a 1980s suitcase that's been around the world and back at least 3 times for 3 gens, it needs attention but it's still fit for purpose. If a bag cannot function as a bag due to design faults, it's defective.

 

[Luxe888]

I don't understand. Why waiting that much with a bag you can't use to have it fixed at the store ?
And did you expect they would exchange freely your bag after the 5 years inscurrance policy ? I think the audacity is from you. You knew the bag never functioned but if you don't complain for more than 5 years, well.... it's on you.

This is an ignorant response. We are talking about a defective bag and faulty design that was redesigned to address the issues. If you had read my post the only reason the canvas is not damaged is because I stopped using it within 2 years from purchase date (I rotate my bags so I did not get more than a couple months use total). The interior of the loops were supposedly redesigned bc of the fraying loops. The zipper is now exposed so that it would not catch on to the canvas ultimately to avoid the zipper cutting the canvas over time.

I expect an exchange because that was and is how LV is choosing to deal with it on a discretionary basis. The problem is how do you pick and choose who gets the approval if the issues are the same and the bag has already been deemed defective. There are MANY clients on here and well as other social media platforms walking into the boutique getting an exchange even after years of consecutive use.

Lastly, please do your research before commenting to people. If you did, you would be aware this model of the bag was being replaced on the spot for the majority of people. LV is not a small business they need to treat everyone fairly and if they put a defective bag and faulty design out they need to be accountable to make it right. There’s no expiration date on a defective bag. If it wasn’t defective or the complaints were justified then why did they redesign the bag?

 

[Luxe888]

@Xoxo_t I agree with you.

LV need separate their general guarantee time-limitation clause, with the entirely different, and acknowledged design-defective models.

I would take this further as @TraceySH did with a Dior bag last year https://forum.purseblog.com/threads/updated-resolution-my-potential-breakup-with-dior.1051185/ and Chanel https://forum.purseblog.com/threads...ion-formerly-the-19-tote-saga-thread.1054427/

Hermes also honoured their 'skunk' smelly bags due to a defective tanning process

It's about time these ludicrous mega-brands hold their hands-up, back-up those brags of 'quality' with some practical solutions for all customers that gone stung by manufacture issues.

Thank you! Some ignorant responses here are trying to say it’s the customer’s fault they didn’t complain earlier Since when was it the customer’s fault when they purchased a defective bag? I couldn’t imagine creating something faulty and telling customers if you don’t complain within 5 years it’s not my problem anymore even though I know of the faulty design I created and if you do complain I’m charging you for me to fix my own mistake.

I was even advised my LV to keep trying different routes to get the answer I am looking for since it’s possible given the circumstances. So now they have customers jumping through hoops to get what they have the discretion to approve anyway? Honestly shouldn’t even be discretionary, it’s a defective batch

 

[jellyv]

Try a different boutique, you never know. Yes it takes more work, but you yourself said replacements were discretionary.

This is a reminder to anyone who detects defect issues, to get on it promptly and not assume that goodwill will exist years down the road. Capitalism rears its head eventually, without written guarantees.

 

[Luxe888]

I hear your frustration. We all want a bag we can use and feel taken care of when things do not work out well. Perhaps you will feel better if you tried to get a second opinion at another store. You can even submit a request online with pictures of your bag for a remote consultation. Keep in mind that you may get the same response provided by the first store so I don’t want to get your hopes up.

The cases examples provided by paper tiger referenced cases where the purchaser quickly noticed the defects and promptly brought the brand new bag back within weeks - not a well used bag of five years. Frayed leather is from wear and tear and is not considered a defect. The zipper placement itself was not the primary issue but rather the cracked canvas on the corners of the zipper caused by the placement that warranted the bag replacements. Functionality was a secondary factor. So if they determined that your canvas is intact after 5 years then the repairs for the leather only is indeed on you. The zipper placement has not caused damage and has not impeded the functionality of the bag as you have clearly used it sufficiently to fray the leather straps. There was no official recall so an automatic brand new bag replacement should not be assumed. Total/partial credits are given on a case by case basis. So I encourage you to talk to another manager at another store or online to see if you get a different evaluation. Hopefully this brings you some clarity. Good luck.

I used the bag and left the zipper OPEN so that I would not have to waste time trying to zip and unzip it bc it would catch on to the canvas. I posted how much I used the bag a couple posts above.

I think you are missing the point that this bag had design flaws which is why LV redesigned it to address those issues. Maybe if they didn’t redesign it they could say the only option is repairs. Many clients got replacements right before their 5 years was up. Not everyone here is aware of their rules since I’m not trying to just get a replacement before a specific time period.

Like I mentioned, if a brand speaks so highly of their quality they should also be humble enough to own their mistakes. It’s not the customer’s responsibility to run to the store so that LV can fix the issue. This is not such an extended period that there is no resolution. Even their new model has report issues after a handful of use within the first couple of weeks.

 

[Luxe888]

Try a different boutique, you never know. Yes it takes more work, but you yourself said replacements were discretionary.

This is a reminder to anyone who detects defect issues, to get on it promptly and not assume that goodwill will exist years down the road. Capitalism rears its head eventually, without written guarantees.

Yes! I posted my experience to warn others so they don’t need to go through what I am dealing with. I guess to conclude, bring your bags in before 5 years everyone!! Defective or not at least you can have a better chance for a replacement or free repair. It’s sad but true that this is how they operate and essentially encourage everyone to complain before 5 years

 

[Luxe888]

A representative from their online escalation customer service department is looking into finding a resolution for this. They agreed it does not make sense for me to pay for a repair that essentially was quoted almost the same price of a brand new bag. The repair suggested was to essentially replace ALL parts of the bag to make it look and function to the current standards of the new model lol. This was never a repair request to begin with, this was a request for replacement of the current model to receive the same treatment others received when they addressed the same concerns within or right before the 5 year period. Not to mention covid went on for years during that 5 year period.

Let’s see if LV can see past their policies that shouldn’t be a blanket policy for defective items!

 

[leechiyong]

I’m sorry you’re experiencing this. I’ve found from both marketing and experience, LV is very much a fashion brand (albeit an expensive one), aimed at selling new products.

As consumers, we buy into the heritage of it all, when the reality is, it’s no longer that. I accept this, but realize it’s frustrating to contend with when one learns this when it’s too late. The key is awareness, which is what I see is the purpose of this thread.

Personally, the issue is the expectation an exchange of a seven year old bag. While car recalls have formal notification processes, they don’t give you a new car for it. I don’t think they should be charging you for the repair, but the answer to me lies somewhere in between, either a complimentary repair or store credit of the original purchase price would seem fair to me given the timeframe.

 

[880]

Try a different boutique, you never know. Yes it takes more work, but you yourself said replacements were discretionary.

This is a reminder to anyone who detects defect issues, to get on it promptly and not assume that goodwill will exist years down the road. Capitalism rears its head eventually, without written guarantees.

well said.

 

[ProShopper1]

Does LV contact you or make you aware in any way when they declare a bag is defective? If they do, I think that's their opportunity to state how long you have for the exchange/free repair.

OP, you may not intend it to be so, but you're definitely coming off very aggressive. I think the advice to type out your response, give it some time, and then reread it before you post was very good advice.