I’ve been reading a a lot of posts recently about how LV is declining in service/quality and I wanted to share my experience with a recent repair.
About 5 months ago I noticed that the piping around one of the “corners” of my Galliera PM had rubbed open and had exposed the small tubing used to create the piping. Saddened at the sight, I took my beautiful girl to the closest LV store and asked about a repair. I was told it would be $200’ish for the repair and would take about 6 weeks. I was fine with that as they were going to replace all of the piping (both sides). As for the timing, well, it is what it is.
I patiently waited, and after 7 weeks I got the call that my girl was back and ready to be picked up. I inspected her at the store and she was perfect!!!! All of the piping was replaced and looked fantastic. Once home, I opened up my bag to put stuffing in it to properly store her when I noticed that somehow the stitching of the replaced piping had come through the inside of the bag and part of the leather trim at the top. To say that I was shocked is an understatement. How could no one have noticed this? Why didn’t I look inside the bag at the store? This is unacceptable!, etc...
I immediately text my SA with a picture and shared my disappointment (NOTE: my SA was not working when I picked up my bag.) She immediately apologized and asked me to bring the bag back so she could send it back to the repair team. She contacted the head of repair and arranged for an expedited repair.
Four weeks later, I got the call that my bag was back. So again I drove to the store to collect my bag. And I checked her over inside and out. And LV blew me away. Not only did they correct the stitching, they replaced the lining, the leather trim at the top, the leather tabs that contain the magnetic tabs (as well as the magnetic tabs) and the rings on my bag. All at no additional cost to me. I am beyond impressed with the service that I received. In my mind LV has more than made up for the error in my repair.
I’m writing this post for two reasons. 1) I feel that the quality of the repair that I was provided was beyond amazing and I greatly appreciate the extra effort the repair team provided to compensate for the erroneous stitching. I would not hesitate to take another bag in for repair. And given the complaints that I’ve read of late, I wanted to share my positive experience with all of my handbag friends here on TPF. 2) For those of you who take your bag in for repair, please know your bag is in good hands. However when you receive your bag, be sure to inspect every part of the bag. Even my SA said she would now be checking all repairs both inside and outside, as you just never know.
Thank you LV!!! You went above and beyond for this customer and I am extremely impressed. I will always a loyal customer!!! [emoji173]️[emoji173]️[emoji173]️
