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jlee81294

Member
Dec 10, 2019
9
12
#1
I have been considering an LV wallet for a long time and finally decided to go for it. I was so excited, but the experience has been pretty rough so far.

I went to my local store here in St. Louis and was told that I couldn't come in without an appointment, and that I could only make an appointment online. It was a little unfriendly and odd, but COVID changes things, I get it. So I left, and went online, but the website said online appointments were not available. What?

So I called on 8/20, and spoke with a very nice and very apologetic salesman who got it ordered for me no problem. He said it would ship overnight within 14 business days.

Then about a week later, on 8/25 I got a shipping confirmation and a receipt. Hooray! Then, on 8/26 I got an email saying I had initiated a return. I was very confused by this, so I emailed customer service but got no response.

Then today 8/27, I got another email saying that my return had been received by LV and my refund issued. I was so confused, so I just called them again.

After 30 minutes on the phone, here is what I have learned: it seems that they sold me a wallet that they didn't actually have available, and once they realized it was not in stock they refunded me. But at no point did they explain this was the situation, I only got automated emails about a return that I initiated (which wasn't true!).

The saleswoman I spoke with today said she would order it for me again, and gave me the same spiel about the overnight shipping within 14 business days. She was not able to explain why it showed as available when it was sold to me over the phone on 8/20 but then wasn't actually available, and could not explain what guarantee I have that the exact same thing won't happen again.

I'm so sad as this was my first LV purchase, and the experience has been really disappointing. Has anyone else had similar experiences with LV? I had my eye on several bags as well, but if it's this much trouble just buying a little wallet, I'm not sure I have much future with this brand.
 
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#2
jlee81294 said:
I have been considering an LV wallet for a long time and finally decided to go for it. I was so excited, but the experience has been pretty rough so far.

I went to my local store here in St. Louis and was told that I couldn't come in without an appointment, and that I could only make an appointment only. It was a little unfriendly and odd, but COVID changes things, I get it. So I left, and went online, but the website said online appointments were not available. What?

So I called on 8/20, and spoke with a very nice and very apologetic salesman who got it ordered for me no problem. He said it would ship overnight within 14 business days.

Then about a week later, on 8/25 I got a shipping confirmation and a receipt. Hooray! Then, on 8/26 I got an email saying I had initiated a return. I was very confused by this, so I emailed customer service but got no response.

Then today 8/27, I got another email saying that my return had been received by LV and my refund issued. I was so confused, so I just called them again.

After 30 minutes on the phone, here is what I have learned: it seems that they sold me a wallet that they didn't actually have available, and once they realized it was not in stock they refunded me. But at no point did they explain this was the situation, I only got automated emails about a return that I initiated (which wasn't true!).

The saleswoman I spoke with today said she would order it for me again, and gave me the same spiel about the overnight shipping within 14 business days. She was not able to explain why it showed as available when it was sold to me over the phone on 8/20 but then wasn't actually available, and could not explain what guarantee I have that the exact same thing won't happen again.

I'm so sad as this was my first LV purchase, and the experience has been really disappointing. Has anyone else had similar experiences with LV? I had my eye on several bags as well, but if it's this much trouble just buying a little wallet, I'm not sure I have much future with this brand.
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OMG. Wow. That's a terrible experience and a waste of time. IMO, it doesnt really get any better. i recommend, if yiu ahve to have an LV wallet, try an LV kiosk at Saks flagship, if LV is still there. (if not Moynat is there and may have slg IDK). Or, even buy your wallet if you see one NIB from fashionphile or other (after doing whatever due diligence you want).

Re LV customer service, IMO it doesn’t exist. I briefly many many years ago met a great LV SA at NYC flagship. He sold me a raincoat and a few black and white LV sprouse bags. Then, he left, and when I went to get something fixed on the raincoat, LV flagship refused to help and could not even refer me to a third party repair on it’s own raincoat. Fast forward, some years, DH and I were invited to view some home furnishings at LV corporate (the new LV SA was friendly with our SM at another brand and we would be buying a lot of furniture). The experience was nice, but we told her the furniture was too corporate for us. (Nevertheless, she mistakenly thought that we could be VIPs, and she subsequently sent us a customized LV cake box filled with LV petite fours). However, that didnt change the fact that almost every time I’ve gone into the 57th st flagship as a walk in, no one can be bothered to help me. I’ve never had this experience anywhere else.

DH and I adore high end shopping. But, honestly, at the end of the day, IMO it’s just product. What i want is personalized service, someone to help me find what is right for my purposes and my aesthetic. This is a long way of saying, there are other wallets out there. I love Hermes, but before that, I’ve had very nice service and good luck with Prada.

edit: forgot to add Dior also has a nice selection of wallets on display and in drawers at its store, but some TPFers have posted not so great things about its e-commerce service and aftercare.
 
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#4
allanrvj said:
A little off topic but I have a friend who works for Prada in Milan and he told me that they really strive to be good to customers. He said that whenever someone complains about a store or an SA, it reaches the headquarters and an action is usually taken.
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probably this is too broad a characterization, but this is just my personal experience:

I love the structured design and aesthetics of french premier brands like Hermes, chanel, Dior, but, there doesn’t seem to be much corporate prioritization or emphasis on customer service. perhaps there is an exception for super VIPs, IDK. I say this, even though I happen to have very nice SAs at these companies.

whereas, Italian companies like Prada and Brunello Cuchinelli, seem to have a corporate ethos of caring about their customers.

JMO
 
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#5
That’s such a shame. I agree completely that that is a terrible shopping experience, and extremely poor on their part that they didn’t bother to explain what was happening and instead let automated emails go out to you about a return that you obviously hadn’t initiated. Mistakes and issues with stock happen, it’s unfortunate, but just keep the customer informed!

I can honestly say my experience with LV overall has been very good. I feel that some people expect a red carpet to be rolled out for them when they walk into a store, which is ridiculous, even when you’re spending a lot of money. I never expected that, but I do expect a certain standard of customer service wherever I’m shopping, and LV has always provided that in my experience. The fact that they couldn’t even manage communication with you when you had paid for the order is really quite shocking. If I’d had your experience first time shopping with them, I imagine it would have put me off the brand too.
 
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#6
880 said:
whereas, Italian companies like Prada and Brunello Cuchinelli, seem to have a corporate ethos of caring about their customers.

JMO
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And Gucci, and Bottega Veneta. I've received above and beyond service from Gucci, though I realize this is anecdotal. My experience from BV is from over ten years ago, but it was stellar.

LV is hit and miss. If you find a good CA, you will be taken care of, but it's a matter of finding that person first. I actually had a great experience with a concierge over the phone, so much so that I got her info so that I can speak directly with her next time.
 
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