Hi I'm new to this forum - I'm usually over on Mulberry but recently decided to buy my first LV bag.
After doing some research (on here, lot's of great threads to look at) and with some birthday money to spend I finally decided on a Neverfull mono MM and an Odeon PM.
I wanted the whole LV experiance so rather then buy from Selfridges I decided to go to the Bond Street store.
It was fairly busy and I had to wait about 10 minutes for a sales assistant.
The SA who served me was very nice and I tried on a few bags and decided on the Neverfull and Odeon.
The SA took me over to the cashdesk where I paid for my bags and then another SA came from out the back, and handed me over two carrier bags with the two bags already inside.
I had a quick check to make sure they were the right ones and carried on with my day. I thought it was wierd that they don't show you the bag you are buying before you pay but as I have never bought in LV before I just assumed that's the way they deal with it.
Once home I took the bags out to admire them and that's when I saw the problems. The Odeon was fine, perfect but the Neverfull was not fine.
Firstly there was a small scratch on the main body of the bag.
Then I noticed that the leather on the inside rim has small marks on it.
On the bottom of the handles, the large leather circle also has tiny black marks on it (like a pin tip size). The overall colour of the leather on the bag is darker then the leather on the Odeon, which is white. It look's to me like it may have been a previous returned bag.
So now I am freaking out........ I don't live in London where I bought the bag from, and the CS line is closed. On Sunday I tried to call but the line was not open until this Morning. You can't call an individual store here you can only call customer services.
So I called them this morning and spoke to someone. He listened but was in no way sympathetic or apologetic. He told me that he would email the Bond Street store and that somebody would call me to discuss how to resolve the situation. He also told me that It might take them 2 days to get back to me! He also told me that he would like to think that the store would do the right thing and exchange the bag but that I would need to speak to them.
This weekend I've read lot's of threads on here about how LV won't accept responsibility for a damaged bag and claim not to sell them in this condition.
I feel so sick that they won't exchange the bag I bought, for an undamaged one, and am now waiting nervously for the call from them.
Has anyone been in this situation before and had a happy outcome, how should I handle this? As I am a new shopper with LV they may not care about me at all.
After doing some research (on here, lot's of great threads to look at) and with some birthday money to spend I finally decided on a Neverfull mono MM and an Odeon PM.
I wanted the whole LV experiance so rather then buy from Selfridges I decided to go to the Bond Street store.
It was fairly busy and I had to wait about 10 minutes for a sales assistant.
The SA who served me was very nice and I tried on a few bags and decided on the Neverfull and Odeon.
The SA took me over to the cashdesk where I paid for my bags and then another SA came from out the back, and handed me over two carrier bags with the two bags already inside.
I had a quick check to make sure they were the right ones and carried on with my day. I thought it was wierd that they don't show you the bag you are buying before you pay but as I have never bought in LV before I just assumed that's the way they deal with it.
Once home I took the bags out to admire them and that's when I saw the problems. The Odeon was fine, perfect but the Neverfull was not fine.
Firstly there was a small scratch on the main body of the bag.
Then I noticed that the leather on the inside rim has small marks on it.
On the bottom of the handles, the large leather circle also has tiny black marks on it (like a pin tip size). The overall colour of the leather on the bag is darker then the leather on the Odeon, which is white. It look's to me like it may have been a previous returned bag.
So now I am freaking out........ I don't live in London where I bought the bag from, and the CS line is closed. On Sunday I tried to call but the line was not open until this Morning. You can't call an individual store here you can only call customer services.
So I called them this morning and spoke to someone. He listened but was in no way sympathetic or apologetic. He told me that he would email the Bond Street store and that somebody would call me to discuss how to resolve the situation. He also told me that It might take them 2 days to get back to me! He also told me that he would like to think that the store would do the right thing and exchange the bag but that I would need to speak to them.
This weekend I've read lot's of threads on here about how LV won't accept responsibility for a damaged bag and claim not to sell them in this condition.
I feel so sick that they won't exchange the bag I bought, for an undamaged one, and am now waiting nervously for the call from them.
Has anyone been in this situation before and had a happy outcome, how should I handle this? As I am a new shopper with LV they may not care about me at all.
LV just does not have stellar service in my opinion. Still doesn't keep me from buying though. Next time, be sure to inspect the item thoroughly. I would agree that you got a returned Neverfull. Or at least one that was on display. Next time, you can also specify that you do not want a display item 
