Greetings, everyone.
I am writing on behalf of a good friend with the intentions of obtaining feedback. The following message was sent to LV. It was sent to a couple of store personal and LV’s customer support email (USA). We are unsure if we will receive a satisfying response or if we will receive any response at all. My friend, who is a long-time customer, is extremely frustrated with the situation. I’m posting here in hopes of possibly learning something new from everyone’s expertise. Perhaps there are known incidences that are similar to the one depicted in the letter below? Perhaps there is a better way to get LV’s attention and elicit a response? Perhaps our matter is not worth pursuing? Any and all feedback is appreciated. Thank you for your time.
(Thank you to Vlad for letting me post.)
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To Whom It May Concern:
I would like to express my extreme disappointment in learning that my Palm Springs Mini backpack was returned from your workshop without repair due to the product being deemed as inauthentic. This is shocking news and I am wondering if there is some mistake.
I purchased this product in July of 2016 from the Bravern location in Bellevue, Washington. This item was brought in for repairs to the same location in December of 2016. At this time the product was deemed authentic - since it was repaired and returned to me. I accepted the repaired product without question after the leather on this item was fixed. At some point in time between when the product was returned to me and until now; the item became inauthentic. My purchase is now void.
I do not intend to be quick with judgement however I am requesting adequate customer service and a reasonable investigation into this issue. It’s highly unlikely that a counterfeit item was somehow traded for my authentic one while it was in my possession. I would like to know if it is possible that something went awry internally with Louis Vuitton. For instance, is it possible that the product was miscategorized as inauthentic? Perhaps there was a sales associate, or other employee, known for replacing authentic products with counterfeit products prior to returning them to customers after repair? Again, I wish to emphasize that I am not placing blame. I am simply looking for proper due diligence and adequate customer service from a company that I’ve done business with for many years. The current response from the company is simply unacceptable. (See attached screenshots of text messages from [name omitted], Bravern Expert Care Advisor. We do realize [name omitted] is likely following existing protocols.)
Please check my profile and consider the following: I have no reason to bring a counterfeit Louis Vuitton product in for repairs. My profile shows that I am a long-term customer and, over time, I have purchased just about every Louis Vuitton product. Furthermore, I did buy this exact Palm Springs Mini backpack in 2016. For these reasons, it’s very reasonable to assume that my actions are genuine and, therefore, worthy of a proper internal investigation.
On a personal note, I feel insulted with how the matter is being handled thus far. A proper response would have been subsequent to a review of my profile and a thorough investigation. I am requesting adequate customer service.
Your prompt attention to this matter is sincerely appreciated. The claimed inauthentic product is still in your possession for a thorough investigation. I look forward to your response.
Warm Regards,
[name omitted]
[customer ID omitted]
I am writing on behalf of a good friend with the intentions of obtaining feedback. The following message was sent to LV. It was sent to a couple of store personal and LV’s customer support email (USA). We are unsure if we will receive a satisfying response or if we will receive any response at all. My friend, who is a long-time customer, is extremely frustrated with the situation. I’m posting here in hopes of possibly learning something new from everyone’s expertise. Perhaps there are known incidences that are similar to the one depicted in the letter below? Perhaps there is a better way to get LV’s attention and elicit a response? Perhaps our matter is not worth pursuing? Any and all feedback is appreciated. Thank you for your time.
(Thank you to Vlad for letting me post.)
===
To Whom It May Concern:
I would like to express my extreme disappointment in learning that my Palm Springs Mini backpack was returned from your workshop without repair due to the product being deemed as inauthentic. This is shocking news and I am wondering if there is some mistake.
I purchased this product in July of 2016 from the Bravern location in Bellevue, Washington. This item was brought in for repairs to the same location in December of 2016. At this time the product was deemed authentic - since it was repaired and returned to me. I accepted the repaired product without question after the leather on this item was fixed. At some point in time between when the product was returned to me and until now; the item became inauthentic. My purchase is now void.
I do not intend to be quick with judgement however I am requesting adequate customer service and a reasonable investigation into this issue. It’s highly unlikely that a counterfeit item was somehow traded for my authentic one while it was in my possession. I would like to know if it is possible that something went awry internally with Louis Vuitton. For instance, is it possible that the product was miscategorized as inauthentic? Perhaps there was a sales associate, or other employee, known for replacing authentic products with counterfeit products prior to returning them to customers after repair? Again, I wish to emphasize that I am not placing blame. I am simply looking for proper due diligence and adequate customer service from a company that I’ve done business with for many years. The current response from the company is simply unacceptable. (See attached screenshots of text messages from [name omitted], Bravern Expert Care Advisor. We do realize [name omitted] is likely following existing protocols.)
Please check my profile and consider the following: I have no reason to bring a counterfeit Louis Vuitton product in for repairs. My profile shows that I am a long-term customer and, over time, I have purchased just about every Louis Vuitton product. Furthermore, I did buy this exact Palm Springs Mini backpack in 2016. For these reasons, it’s very reasonable to assume that my actions are genuine and, therefore, worthy of a proper internal investigation.
On a personal note, I feel insulted with how the matter is being handled thus far. A proper response would have been subsequent to a review of my profile and a thorough investigation. I am requesting adequate customer service.
Your prompt attention to this matter is sincerely appreciated. The claimed inauthentic product is still in your possession for a thorough investigation. I look forward to your response.
Warm Regards,
[name omitted]
[customer ID omitted]
