I know someone who works in LV Client Services. UPS is committing fraud by stealing items from LV packages. LV has an ongoing investigation with a specific UPS distribution center. These UPS employees will be terminated and prosecuted to the full extent of the law. For these reasons, LV will NOT permit holding packages at UPS. It is a best practice to video tape any packages you receive from LV Digital Services (LV online). It is also a best practice to refuse any packages from LV that appear to be tampered. Other merchants are targets of UPS theft too. This situation is not isolated to LV. I also know of an ongoing investigation with UPS stealing from Nike.
UPS delivered an EMPTY box!
- Thread starter lovecouture
- Start date
TPF may earn a commission from merchant affiliate
links, including eBay, Amazon, and others
Luckily my next door neighbour mostly works from home, so whenever I'm expecting a LV package, I usually reroute the delivery to her.
Yikes - Just read @EmmJay 's post - I will probably have stuff shipped to the store from now on. If my neighbour accepts a tampered package unknowingly I'd be hooped!
This is all horrible, and both UPS and LV make this more difficult and complicated then it should be, but what do you mean that “UPS maintains that LV is fraudulent”?
I sadly had the same thing happen to me today. I ordered a mini pochette and received an empty box. UPS delivered it to my door without signature, so I didn't have a chance to refuse delivery, but I was a little tipped off when I saw that the side of the box had clear tape on it. I know from prior online purchases that there shouldn't be any tape, and opening the outer box is super easy - you just pull the tab, and it opens elegantly. In this case, I had to cut around the clear tape, and it was pretty evident that someone had opened it from the side, pulled out the inside box to remove the item, then stuck the orange box back in and taped it together. The papers and receipt were also bent, as if someone had pushed it back in.
I immediately called LV after receiving this, and like with others here, they told me they had to open an investigation with UPS, and I will have to potentially wait 14+ days to get a resolution. Very poor service. I'll probably end up filing a credit card claim and not have to deal with their absurd process.
There is clearly somewhat large scale theft going on with UPS and LV packages, and it seems ridiculous that LV wouldn't take measures to resolve or at least try to avoid this. I'm sure the predictable packaging and return addresses ("L.V.N.A.") would be easy enough to fix. It's really aggravating that they string along their loyal customers when things go wrong, rather than hold their carrier accountable for systematic theft.
I suspect the issue is with UPS in New Jersey. Most of the LV items I've ordered online in the past have come from their California distribution center, and I never had any issues with those. This one came from New Jersey. I recommend carefully examining the boxes of any items you guys might have coming from NJ.
I immediately called LV after receiving this, and like with others here, they told me they had to open an investigation with UPS, and I will have to potentially wait 14+ days to get a resolution. Very poor service. I'll probably end up filing a credit card claim and not have to deal with their absurd process.
There is clearly somewhat large scale theft going on with UPS and LV packages, and it seems ridiculous that LV wouldn't take measures to resolve or at least try to avoid this. I'm sure the predictable packaging and return addresses ("L.V.N.A.") would be easy enough to fix. It's really aggravating that they string along their loyal customers when things go wrong, rather than hold their carrier accountable for systematic theft.
I suspect the issue is with UPS in New Jersey. Most of the LV items I've ordered online in the past have come from their California distribution center, and I never had any issues with those. This one came from New Jersey. I recommend carefully examining the boxes of any items you guys might have coming from NJ.
Last edited:
Packages go through many hubs along the way. It could very well be your “home” UPS hub or any point it went along the way. I’ve had most of my deliveries come from NJ and never had an issue (knock on wood). So I wouldn’t point the finger at them. It could also be multiple thieves at multiple locations.
I agree. LV is well aware of this issue with UPS deliveries hence they limited delivery options (no pick up, have to sign, no change of delivery location) and require signature on delivery, but due to COVID, UPS has been delivering without a signature. There are people who know it, and are taking advantage of the situation. It could be any person along the way, I wouldn't be so quick to jump to conclusion that it's the NJ warehouse.
I'm sorry this happened to you @pursesinpink and I understand you're frustrated (I would be too), but there are dishonest people out there who would claim their box arrived empty and expect an immediate refund, so the investigation process is necessary since the items are such high value (those few people who are dishonest, of course, ruin for everyone else). LV of course could do better with their communication when they open a claim, and be more discreet with the address... but if someone really wanted to steal, I'm sure they'd have everything scoped out.
Sorry you are experiencing this, but please try to be considerate. I don’t know where you pulled
this “...I suspect the issue is with UPS in New Jersey...I recommend carefully examining the boxes of any items you guys might have coming from NJ....” feeling from - my 20+ LV bags and SLGs have all been shipped from a NJ distribution warehouse and they all arrived in satisfactory condition, at the very least, with zero issues. (The same trust you have had with your California distribution center, I have with my NJ distribution center.)
Prematurely determining thievery at a particular location as stated in your accusation before providing any sort of evidence is a bit offensive and disrespectful. Please realize that your shipment is most likely passing through several hands along the way before it arrives at its destination, so you can’t assume nor insinuate the problem always occurs at/near the point of origin. Theft happens everywhere.
Last edited:
Like I said, it’s just a suspicion and largely based on other cases mentioned in this thread and other online discussion boards. I agree that the theft could have occurred anywhere along the UPS route, so hopefully they will investigate fully. I simply was recommending that everyone be extra vigilant and examine your boxes to the extent you can. I, for one, will just avoid purchasing from LV online going forward.
I’m so very sorry this happened to you. I am also very sorry that this issue keeps happening. LV knows about this issue, has been dealing with theft claims for quite a while and yet UPS is still their carrier of choice... it does not make sense.
I know from when this happened to me, living in Canada, it took almost 4 weeks. In hind sight I should have just opened a CC claim right away.
I also learnt that UPS weighs the packages along the way, so they will be able to see when and where there was a discrepancy in the weight of the package. But this info is kept confidential and is not shared.
And I agree, POOR customer service from LV; making you wait 14 business days for an investigation... I remember ordering a coat from Nordstrom and it was “delivered” to my home but it wasn’t there. Nordstrom offered an immediate replacement or immediate credit.
When this happened to me, I just kept telling my self: “THANK GOD it was a 400$ item and not a 4000$ item! And I don’t order from LV anymore.
I definitely sympathize! I can't believe you had to wait 4 weeks for a resolution - that's just too long, particularly for a luxury retailer of this size. I understand that they need to investigate to some extent (to avoid fraud, etc.), but making the customer wait that long for a refund is just a poor customer experience all around. I'm sure they are able to quickly assess the likelihood of fraud for any particular customer and provide a resolution within a couple days. That's how most high end online retailers operate (including Nordstrom, as you mentioned).
It's also just sad to know we have such degree of criminality in our large parcel carriers. Makes me nervous to buy or send anything of significant value.
It's also just sad to know we have such degree of criminality in our large parcel carriers. Makes me nervous to buy or send anything of significant value.
Oh my gosh. I’m so sorry this happened to you. I recently ordered my Mom’s mother day gift from LV and thankfully there were no labels that would give away the contents. But I understand your pain. FedEx has lost a Gucci bag I ordered for the last almost 3 weeks. I’m glad I’m reading this post now so I know to record myself opening the package in case something is missing. Supposedly it’s going to be delivered tomorrow but I’m not holding my breath. I hope you can get a resolution from LV.
I’m sorry but FedEx is an absolute nightmare right now!!!!! The worst shipping company I have ever come across!! I’ve been dealing with them for a week now to track down a lost lululemon order. Apparently it’s at the destination facility, but has been out for delivery numerous times and still no package. I hope the people at FedEx are helping you out as no one seemed to want to do anything for me and I had to have lululemon file a claim against them.
Rue la la hasn’t been very helpful. I’ve had to go back and forth between Rue and FedEx. Both are doing something but so far nothing. My package had the same updates as yours. I’m now waiting for Rue to give me a refund. I hope Lululemon was able to give you a refund faster than Rue has to me. And if for some reason I do get the bag tomorrow, I’m recording myself opening it.
Sorry, to the original poster, didn’t mean to hijack the thread. ;(.
They ended up resending my order and told me if my original order shows up just to keep it as well! I have a Neo Noe coming tomorrow so after reading this thread, I definitely will be recording myself opening it!!!!!
No problem at all! Unfortunately this Covid situation has created a lot of issues with the mail and parcel carriers. I’m sure they’re handling a lot, and there are certainly lots of good people working hard to get us our stuff, but thieves are also out there exploiting the situation. Always good to be extra careful!