I'm going to preface my story with the intro that I'm pretty sure this is my first post, because I am mostly a lurker (especially on this LV board.) Don't discredit what I'm going to tell you, just because it is my first post. Also, this is LONG but you must get the entire story to understand HOW incredibly upset I am with a luxury brand.
The STONY POINT LV story in Richmond, VA has the worst service I have ever experienced in my entire life. Before anyone tells me to call the customer service hotline, I already have.
My mother (who is Asian and has a noticeably thick accent) has made about 5 purchases in the past 2 months. She has never returned a bag, but has made exchanges in the past, one for herself and one recently, as in today, for me. I really wanted a large tote bag for school and my mother knew I like the damier azur print so went in search of the Neverfull. They were sold out, even online, of the MM that I wanted, so my mother purchased the PM instead. In my personal taste, I don't do small bags, so when I received it in the mail I immediately sent it back to my mother. My mother tried to return the bag until the MM would be in stock, however it was a day past the 14 day policy by a day. That's completely fine. HOWEVER, my mom called me from the store upset because of how she was being treated, so I told her to put the saleswoman on the line. The SA told me that there was a worldwide shortage, understandably, and that all she could do for me was to put me on a list for the bag I wanted. But if it didn't come in before the 30 day period then I would be stuck with the PM I did not want. She even told me she could almost guarantee no bags would come in time. Later at a DIFFERENT store, I find out I could have gotten a gift certificate to use for when the MM DID come back in stock, whenever that is. My mother told me that this wasn't the first time she was treated disrespectfully (this woman apparently did not help my mother until she approached the SA...and rolled her eyes at my mother.) I had not experienced it in a face to face situation, however, until this weekend.
I come to visit for the weekend from DC and go to the store with my mother and the PM to try and see what other options I had before the 30 day grace period was over (since I didn't know about the gift certificate option at this point.) ALICE the store MANAGER, mind you, ignores us and so does the only other coworker in there. Me, being forward, ask if there's anything in the damier azur out besides what was on display. She replied what was shown was all that was in stock. They then both helped other customers personally when they walked in about ten minutes later, all of whom did not purchase bags but were noticeably all caucasian. When I was looking at a murakami speedy, I had to approach HER to ask a question even though no one was even in the store at the time. This was after about ten minutes of looking at the bag. We were about to leave because I did not see anything I liked until KENDALL, who is amazing by the way, comes out and gives me the best service possible. He tells me that they indeed have other things out that are not on display, including a damier azur Totally bag, which I ended up purchasing. So both the manager and the other coworker LIED to us. (What kind of manager doesn't know her own store to know what is in stock...)
My mother then comes home and shows me the bags she has bought from LV recently. All of them are kept in the dustbag in her closet (only one of which she has actually WORN.) She asks me her opinion on one bag and I tell her to go exchange it for the one she really liked in the store because when we saw it (a damier ebene) she fell in LOVE with it. She had bought this bag on OCTOBER 21st meaning she still had time to exchange it. She went again to the store and called me upset because ALICE refused to let her exchange it (for an even more expensive bag, btw, not sure if that matters.) She said that it was used because when my mother bought it she placed her LV wallet in it to see if it would fit (it is pretty large.) And because she witnessed this in the store, that she could NOT exchange it. Kendall was there and tried to defend my mother saying the bag was brand new because it IS.
I call the customer service hotline to complain and Anthony treated me very well. He ended up calling the store, speaking to Alice and calling me back. According to Alice, he said, the store was so busy she had to manage the floor and couldn't pay any attention to us. That is a lie. There was one other coworker and the two of them were conversing when my mom and I were looking at bags by ourselves even when we were the only ones in the store. Anthony tells me that even putting a wallet in it wouldn't give any signs of distress or wear, especially if it was done in the store, just to see if the wallet would fit.
She also said that she inspected the bag and there were "marks" that were verified by another associate...pretty sure it was the same woman that also ignored my mother and I because this all happened in the same day, about an hour after I bought my Totally. Alice also said more than one employee saw my mother walk out using the bag. All of that are LIES. My mother came in with her OWN purse and left with the LV in a bag. The bag also had never been used and I even looked at it myself to make sure no one would give her a hard time. There are NO marks! Inside or out. Alice is covering her A$$ and unfortunately has a minion to support her every lie. Alice also said that my mother has a history of returning bags (lie). This is the same woman who when my mother was asking advice on which bag to get, told her she "just needed to hurry up and make up her MIND."
So now, my mother has a brand new LV bag that has never been worn and she does not want but cannot exchange for the bag she really loves. So what if my mom COLLECTS these luxury bags? She honestly has 5 of them sitting in the beige dustcloths in her closet, never worn!!!! She just likes the feeling of luxury and would rather carry her Coach bags in fear of ruining such expensive handbags like the LVs. That is NOT a crime!
NEVER AGAIN will my mother and I go to this store. TERRIBLE service besides Kendall, who is a sweet heart and more than willing to make sure the customer is satisfied.
The STONY POINT LV story in Richmond, VA has the worst service I have ever experienced in my entire life. Before anyone tells me to call the customer service hotline, I already have.
My mother (who is Asian and has a noticeably thick accent) has made about 5 purchases in the past 2 months. She has never returned a bag, but has made exchanges in the past, one for herself and one recently, as in today, for me. I really wanted a large tote bag for school and my mother knew I like the damier azur print so went in search of the Neverfull. They were sold out, even online, of the MM that I wanted, so my mother purchased the PM instead. In my personal taste, I don't do small bags, so when I received it in the mail I immediately sent it back to my mother. My mother tried to return the bag until the MM would be in stock, however it was a day past the 14 day policy by a day. That's completely fine. HOWEVER, my mom called me from the store upset because of how she was being treated, so I told her to put the saleswoman on the line. The SA told me that there was a worldwide shortage, understandably, and that all she could do for me was to put me on a list for the bag I wanted. But if it didn't come in before the 30 day period then I would be stuck with the PM I did not want. She even told me she could almost guarantee no bags would come in time. Later at a DIFFERENT store, I find out I could have gotten a gift certificate to use for when the MM DID come back in stock, whenever that is. My mother told me that this wasn't the first time she was treated disrespectfully (this woman apparently did not help my mother until she approached the SA...and rolled her eyes at my mother.) I had not experienced it in a face to face situation, however, until this weekend.
I come to visit for the weekend from DC and go to the store with my mother and the PM to try and see what other options I had before the 30 day grace period was over (since I didn't know about the gift certificate option at this point.) ALICE the store MANAGER, mind you, ignores us and so does the only other coworker in there. Me, being forward, ask if there's anything in the damier azur out besides what was on display. She replied what was shown was all that was in stock. They then both helped other customers personally when they walked in about ten minutes later, all of whom did not purchase bags but were noticeably all caucasian. When I was looking at a murakami speedy, I had to approach HER to ask a question even though no one was even in the store at the time. This was after about ten minutes of looking at the bag. We were about to leave because I did not see anything I liked until KENDALL, who is amazing by the way, comes out and gives me the best service possible. He tells me that they indeed have other things out that are not on display, including a damier azur Totally bag, which I ended up purchasing. So both the manager and the other coworker LIED to us. (What kind of manager doesn't know her own store to know what is in stock...)
My mother then comes home and shows me the bags she has bought from LV recently. All of them are kept in the dustbag in her closet (only one of which she has actually WORN.) She asks me her opinion on one bag and I tell her to go exchange it for the one she really liked in the store because when we saw it (a damier ebene) she fell in LOVE with it. She had bought this bag on OCTOBER 21st meaning she still had time to exchange it. She went again to the store and called me upset because ALICE refused to let her exchange it (for an even more expensive bag, btw, not sure if that matters.) She said that it was used because when my mother bought it she placed her LV wallet in it to see if it would fit (it is pretty large.) And because she witnessed this in the store, that she could NOT exchange it. Kendall was there and tried to defend my mother saying the bag was brand new because it IS.
I call the customer service hotline to complain and Anthony treated me very well. He ended up calling the store, speaking to Alice and calling me back. According to Alice, he said, the store was so busy she had to manage the floor and couldn't pay any attention to us. That is a lie. There was one other coworker and the two of them were conversing when my mom and I were looking at bags by ourselves even when we were the only ones in the store. Anthony tells me that even putting a wallet in it wouldn't give any signs of distress or wear, especially if it was done in the store, just to see if the wallet would fit.
She also said that she inspected the bag and there were "marks" that were verified by another associate...pretty sure it was the same woman that also ignored my mother and I because this all happened in the same day, about an hour after I bought my Totally. Alice also said more than one employee saw my mother walk out using the bag. All of that are LIES. My mother came in with her OWN purse and left with the LV in a bag. The bag also had never been used and I even looked at it myself to make sure no one would give her a hard time. There are NO marks! Inside or out. Alice is covering her A$$ and unfortunately has a minion to support her every lie. Alice also said that my mother has a history of returning bags (lie). This is the same woman who when my mother was asking advice on which bag to get, told her she "just needed to hurry up and make up her MIND."
So now, my mother has a brand new LV bag that has never been worn and she does not want but cannot exchange for the bag she really loves. So what if my mom COLLECTS these luxury bags? She honestly has 5 of them sitting in the beige dustcloths in her closet, never worn!!!! She just likes the feeling of luxury and would rather carry her Coach bags in fear of ruining such expensive handbags like the LVs. That is NOT a crime!
NEVER AGAIN will my mother and I go to this store. TERRIBLE service besides Kendall, who is a sweet heart and more than willing to make sure the customer is satisfied.
