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

[880]

All opinions are allowed, welcome to the internet

All posts must be respectful, even if you disagree with others.

Thank you @Swanky

query as to whether anyone has had better or worse LV aftercare service if their SA acts as an intermediary?

I’ve never had a bag refused for service at Hermes, ( same at chanel 57, though this was a long time ago) and it may be bc my SA acts as first point of inquiry or contact. This is even if i have not purchased the bag in question with that SA

 

[daisy913]

Thank you @Swanky

query as to whether anyone has had better LV aftercare service if their SA acts as an intermediary?

I’ve never had a bag refused for service at Hermes, ( same at chanel 57, though this was a long time ago) and it may be bc my SA acts as first point of inquiry or contact.

All the marine rouge capucines wallets my boutique was receiving for a month had heavily scratched “LV” hardware. I really fell in love with the color, so I purchased the wallet, and my CA made an immediate request for a repair/hardware replacement. She explained the situation to the repairs manager, and they replaced the hardware for free.

Spring 2020, I bought an LV Egg (giant egg). Within 4-6 months of purchase, some threads came loose on one of the handles. Contacted and provided photos to LV, sent my egg across the country (USA), and 2 weeks later, I got my egg back. It was repaired at no cost to me.

Also 2020, I got the Nigo Sac Plat (the “melted ice cream” monogram on giant damier ebene). Less than a month later, the leather tab closure started to crease and crack. I didn’t even use the tab often -it was just a very dry and stiff piece of leather for a functional part that requires more flexibility. Notified aftercare services myself and received a free repair.

So no, you don’t need a CA to act as an intermediary, but it doesn’t hurt to have your CA inquire for you, especially if the repair is a little more “out there” (such as immediately replacing hardware on a new piece).

 

[ninrew]

Let us know what the outcome of the court case is. This looks like wear and tear to me and I don’t think you would win in court. Did you talk to somebody at LV about this?

Yes, they said it was normal wear.

 

[snibor]

Thank you @Swanky

query as to whether anyone has had better or worse LV aftercare service if their SA acts as an intermediary?

I’ve never had a bag refused for service at Hermes, ( same at chanel 57, though this was a long time ago) and it may be bc my SA acts as first point of inquiry or contact. This is even if i have not purchased the bag in question with that SA

I have had excellent service at lv although few problems over the years and no repairs. I had a very minor chipped wallet 9 months after purchase and asked my ca if it could be repaired. My ca first told me she would take care of it and lv would replace the button. Lv ended up giving me a complete credit for the entire amount of purchase instead. I ended up purchasing a different wallet. I’ve had other issues with lv (empty box arrived, defective bag arrived) but they always took care of those issues promptly.

 

[wowzers1941]

Question about the known issue of canvas peeling on a perfectly fine Palm Springs. Is that considered wear and tear even after 5 years?

 

[balen.girl]

I have great experiences with LV aftersales service. Not only once, but multiple times especially during glazing issues period. They even gave me store credit for my old bag when the glazing melted. They also gave me new PSM when the canvas near zipper cracked, this is before they changed the design with new zipper placement. This is what makes me always stay in LV even I venture to other brand. The only brand who responsible for their products.
And just for sharing, I have bad experience with Dior, Chanel and Hermes. Dior is a big no for me now, I stay away from this brand. Almost all of my bags have issues and they are not helping at all. Simply say wear and tear for a bag less than 6 months with minimal usage.
For Chanel and Hermes, I still buying because so far only 1 bag from each have issues and they finally helped me after I pushed them.
If one store say no, try other store and try to email client services too. Good luck.

 

[LilyLL]

Question about the known issue of canvas peeling on a perfectly fine Palm Springs. Is that considered wear and tear even after 5 years?

I took my Iena monogram bag from 6 years ago to the store for peeling issue and was told that it's normal wear and tear. The store was not willing to do anything for me. I'm disappointed on the canvas quality. Good luck with your palm springs.

 

[DME]

Thank you @Swanky

query as to whether anyone has had better or worse LV aftercare service if their SA acts as an intermediary?

I’ve never had a bag refused for service at Hermes, ( same at chanel 57, though this was a long time ago) and it may be bc my SA acts as first point of inquiry or contact. This is even if i have not purchased the bag in question with that SA

I have had issues with three bags over my 20+ year history with LV, all of them going through a CA at one of the boutiques. The first time was for a Murakami Pochette DH purchased for me in Brazil; the pull tab came off. I was maybe 30 or 31 at the time and the Neiman Marcus boutique (one of the very few places to purchase LV in my area at that time) was somewhat flippant about fixing it, but I pressed, they took it in the back and it was fixed within five minutes. I chalked that somewhat negative experience (albeit with a positive outcome) up to being on the younger side for luxury purchases at that time.

The second was for a Zippy wallet where the glazing was peeling off. I can’t recall the exact year, but I took it into the LV in Bloomingdale’s figuring I would simply have to pay for a repair due to wear and tear. The CA looked up my purchase, said it was under two years old and informed me it qualified for reglazing at no cost to me. Took about four weeks, but I was pleased with the outcome.

The third was a Neverfull GM I purchased sometime during the earlier COVID years from the person who is now my regular CA. Something about the bag never sat quite right, but I couldn’t quite figure out why. When I was capturing my DE bags for another tPF thread, I finally noticed the side seams weren’t centered with the bottom of the bag (they were shifted by about an inch), which is why the bag wasn’t sitting correctly. I brought the bag in to my CA last spring, showed her the issue and she did an exchange for me. She even let me check out all the GMs they had so I could select the one most to my liking. There had been a PI in the interim and she returned the bag at the new price so there was no cost to me! I half expected to have to pay the difference, since other posters here indicated they ran into this issue when exchanging a bag.

While not aftercare, there were two returns of note I also want to mention since I think they’re relevant to the overall discussion of LV standing behind their products. Both are related to smell. In one case, LV had a known issue with glazing on DE pieces during a specific set of years. DH dutifully purchased the exact wallet I wanted as a Christmas gift, only to have me turned off by the smell the minute I opened the box! Back it went with no issues and with an apology from LV. In the other case, the guitar strap on an Alma BB had clearly been handled by someone who had a lot of fresh fragrance on their hands, which rendered both the strap and the interior of the bag very smelly. For two weeks I tried everything (baking soda, charcoal packets, freezing the strap, general airing out), but nothing worked, so back it went, along with the charm I purchased as a strap extender. No questions asked.

In all cases, I went in with low expectations and almost expected pushback, but was borderline apologetic because I felt bad having to bring an issue to their attention. I think this helped.

All in all, I’ve been pleased with LV aftercare. While I haven’t needed it much, they’ve come through for me every time. I am sorry to hear about your raincoat, though; they could have handled that a lot better. I feel like that could have/should have been an easy fix? But maybe I’m not quite picturing the issue properly…

 

[880]

I have had issues with three bags over my 20+ year history with LV, all of them going through a CA at one of the boutiques. The first time was for a Murakami Pochette DH purchased for me in Brazil; the pull tab came off. I was maybe 30 or 31 at the time and the Neiman Marcus boutique (one of the very few places to purchase LV in my area at that time) was somewhat flippant about fixing it, but I pressed, they took it in the back and it was fixed within five minutes. I chalked that somewhat negative experience (albeit with a positive outcome) up to being on the younger side for luxury purchases at that time.

The second was for a Zippy wallet where the glazing was peeling off. I can’t recall the exact year, but I took it into the LV in Bloomingdale’s figuring I would simply have to pay for a repair due to wear and tear. The CA looked up my purchase, said it was under two years old and informed me it qualified for reglazing at no cost to me. Took about four weeks, but I was pleased with the outcome.

The third was a Neverfull GM I purchased sometime during the earlier COVID years from the person who is now my regular CA. Something about the bag never sat quite right, but I couldn’t quite figure out why. When I was capturing my DE bags for another tPF thread, I finally noticed the side seams weren’t centered with the bottom of the bag (they were shifted by about an inch), which is why the bag wasn’t sitting correctly. I brought the bag in to my CA last spring, showed her the issue and she did an exchange for me. She even let me check out all the GMs they had so I could select the one most to my liking. There had been a PI in the interim and she returned the bag at the new price so there was no cost to me! I half expected to have to pay the difference, since other posters here indicated they ran into this issue when exchanging a bag.

While not aftercare, there were two returns of note I also want to mention since I think they’re relevant to the overall discussion of LV standing behind their products. Both are related to smell. In one case, LV had a known issue with glazing on DE pieces during a specific set of years. DH dutifully purchased the exact wallet I wanted as a Christmas gift, only to have me turned off by the smell the minute I opened the box! Back it went with no issues and with an apology from LV. In the other case, the guitar strap on an Alma BB had clearly been handled by someone who had a lot of fresh fragrance on their hands, which rendered both the strap and the interior of the bag very smelly. For two weeks I tried everything (baking soda, charcoal packets, freezing the strap, general airing out), but nothing worked, so back it went, along with the charm I purchased as a strap extender. No questions asked.

In all cases, I went in with low expectations and almost expected pushback, but was borderline apologetic because I felt bad having to bring an issue to their attention. I think this helped.

All in all, I’ve been pleased with LV aftercare. While I haven’t needed it much, they’ve come through for me every time. I am sorry to hear about your raincoat, though; they could have handled that a lot better. I feel like that could have/should have been an easy fix? But maybe I’m not quite picturing the issue properly…

@DME , thank you. My raincoat clearly was just not the right thing for me lol

Have to say your LV service experiences sound amazing! I’m so happy for you

 

[DME]

@DME , thank you. My raincoat clearly was just not the right thing for me lol

Have to say your LV service experiences sound amazing! I’m so happy for you

Thank you! I will say I put off the NF exchange for my regular CA, who is located on the other side of the country from me, since I felt like the best outcome would be had that way. I could have tried with one of my local boutiques, but the bag was about a year old (even if used only a couple of times) and there was that pesky PI, so I didn’t want to chance it. I did get the sense they were extending me a courtesy, but that just reinforced the notion that I made the right call to handle this exchange with my regular CA.

 

[ninrew]

My LV Delightful is peeling on both sides. I am told by LV that it is normal wear and tear when I know it's not. I don't use this one that much and mostly use my Neverful and have no problems with that one, or any other LV that I have that are older than this one. I am having to file a claim is court to try to get them to replace the bag. Anyone have the same issue or any luck getting them to replace the defective bag? Thanks!

 

[yuzulife]

For what it's worth: I've only ever had one issue and that was with the félicie pochette button begin to tarnish. Everything else about the bag was pristine so it was brought into the recommended boutique and looked at by one of the after-care advisors. I expected to pay for the replacement and had asked what the pricing would be like. After reviewing the bag and my profile, I was told that they could take care of it gratis and what the turnaround time frame would be. During the service period, I received regular updates until the bag came back (sooner than expected). That prompt service gave me a good sense and much appreciation.

 

[LVlvoe_bug]

It’s not a rumor, I was informed of this 5 year policy from the boutique. As previously and last time I will mention, the boutique confirmed the zipper issue has been brought to their attention before and bags were being replaced. This was not an issue that developed over time but a design flaw- hence they new zipper on the current bags. Hence, the lack of resolution whether it was an offer for a replacement, store credit or repair which they refused because of the 5 year policy they communicated. Maybe if I continuously used the bag until the zipper actually caused the canvas to be damaged they would actually provide a resolution but on the same note they may say it’s “wear and tear” based on purchase date.

Also to add, a different location has apologized for this experience and acknowledged the zipper issue. As for an update it won’t be necessary as this was a warning post not a journey post but thank you for your opinion!

So you made this post bashing LV and claiming they don’t stand behind their products and you won’t post an update??? Sounds like you may have been mistaken and won’t own up to it if they resolved it. The bag wasn’t defective as I have it and can use it but yes the zipper can be challenging at times. I’ve been a long time customer and never even thought to ask for a replacement and not sure they would. That’s was the whole reason for the redesign however I am sure there are many people using the original backpack and are happy. If I were LV knowing that you made a bashing post I wouldn’t replace it for you either..

 

[Luxe888]

So you made this post bashing LV and claiming they don’t stand behind their products and you won’t post an update??? Sounds like you may have been mistaken and won’t own up to it if they resolved it. The bag wasn’t defective as I have it and can use it but yes the zipper can be challenging at times. I’ve been a long time customer and never even thought to ask for a replacement and not sure they would. That’s was the whole reason for the redesign however I am sure there are many people using the original backpack and are happy. If I were LV knowing that you made a bashing post I wouldn’t replace it for you either..

Like I said, this is not a journey post this is to warn people of the policies I was told and the inconsistencies from store to store, SA to SA. Just as there are people who may still enjoy their old model there are plenty who don’t. Lastly, maybe if it were handled consistently there wouldn’t be a bashing post of hit and miss answers for replacements to begin with. I wouldn’t consider any brand that gives a client an extensive run around standing behind their brand? Probably just proves it more if one store agrees the other store shouldn’t of denied it?

I’m not sure why you feel I need to update everyone… if you are asking for that info to see how you can use it for your bag I already told you after you asked me which platforms to look at regarding replacements when you said your zipper is annoying and you didn’t know they offered some people replacements.

If you like your bag, that’s great? I’m sorry but if you want more info/update that is not the way to ask for it. Otherwise I don’t know the purpose of your post. In all honesty, I don’t think LV cares about many people’s opinions including many of their former employees. Unless someone is on their PR list or EXTREMELY VIC I don’t think they need defending lol.

 

[TC1]

My LV Delightful is peeling on both sides. I am told by LV that it is normal wear and tear when I know it's not. I don't use this one that much and mostly use my Neverful and have no problems with that one, or any other LV that I have that are older than this one. I am having to file a claim is court to try to get them to replace the bag. Anyone have the same issue or any luck getting them to replace the defective bag? Thanks!

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You've told us in few different forums (at least 4, including this one) about this issue and that you have served LV with court papers. I don't think we have anything new to tell you. You can tell US how the court proceedings go. Thanks in advance!