What is a Luxury shopping experience in your opinion?

[A bottle of Red]

Is it being offered a special piece to try on or even purchase?
Is it champagne or chocolates?
A very attentive sales person? Having the item that you want to buy available to you ?!

For a few years I was shopping a lot at Ralph Lauren in nyc with a lovely young sales woman.
She was so friendly, helpful in getting an item in my size and sending it to my home, the store manager gave me flowers when I came in on my birthday to buy something, she sent us a jar of Ralph's Coffee, showed me some upcoming purple label pieces, it was just a nice relaxed luxurious experience.
Unfortunately she left and the few times I went back the service was drastically different and very disappointing; the quality went down as well so I have not shopped there in a while.

when I reached out to Graff the first time, I wasn't so impressed with the interaction ( the sales person was very pressuring about a significant purchase via email without even seeing anything in person). I said I wasn't interested in being pressured and thankfully after that she was very nice.
She also let me try on a number of magnificent pieces of jewelry, which is always fun.

So I guess to me a kind friendly person who listens to what I like, has good suggestions but doesn't pressure me and throw in a few treats and I'm happy 😊
Ok and is able to help me find what I'm looking for without the 'limited edition' games and without saying i need to spend more.

Oh one last memorable person was the sales person at Chanel in a department store a while ago, he paid for my lunch after I purchased my mini. I was so shocked and grateful.

So tell me what makes you feel like your shopping experience is luxurious?

 

[Misha333]

Great thread @A bottle of Red !

A luxurious shopping experience for me is all about feeling fun and enjoying the moment. A great sales associate listens well, understands my preferences, and offers thoughtful suggestions without any pressure—whether in terms of purchase or time. I appreciate having the space to explore and decide at my own pace, without feeling rushed or pushed into something that doesn't fully resonate with me.

Beyond the initial interaction, after-service is the most important aspect. Knowing that I’ll be taken care of if anything is unsatisfactory with my purchase adds real value. Whether it’s an easy exchange, a repair service, or a thoughtful follow-up, that level of care makes a lasting impression.

And of course, those small, thoughtful touches—whether it’s a personalized note, a kind gesture, or an unexpected courtesy—can truly elevate the experience.

 

[papertiger]

Good communication
Outstanding knowledge of current/past/future stock, campaigns and history of the brand
No queueing
Honouring appointments
Being seen with minimal delay
Given undivided attention
Not being rushed
Friendly but not 'famiilar' service
Asked if refreshments are needed
Proper packaging done up securely and beautifully

 

[A bottle of Red]

Yes @Maria333 after care service is so crucial!
And @papertiger time and knowledge are definitely important

 

[Pursephile]

I might ruffle a few feathers with my opinions, and I don't mean to, so that's a disclaimer to start off with haha.

I feel like a luxury shopping experience to me, similar to what others said, is about feeling like my time is respected. So stuff like honouring appointments, plus an SA who is responsive when I reach out (of course during business hours. I don't expect them to be on call 24/7). I don't want to have to chase my SA. I don't mind queueing at a store when I haven't taken an appointment, but once I am assigned an SA I want their undivided attention. Offering refreshments, letting me browse and look at multiple things.

Luxury to me is also about being able to get what I want. Of course sometimes items are limited, but I have phenomenal SAs in all the brands I frequent who will hunt down things for me if I ask them to. My SA at Burberry (and this was for the first thing I ever bought from her, so its not like it's because I'm some VIP) went to corporate to extend my exchange window (because I wanted a different size), then, because the size I wanted wasn't in stock in any boutique in my home country, sourced me the size I needed from a different country, and had it expedited down for me to try within 2 days of my texting her the request; and then she had it sent to my home so I wouldn't have to make the trip to the store. THAT is luxury service. My Chanel SA (again, I had only bought 1-2 bags and 1-2 SLGs over multiple years at that point, so I'm not some high-roller) proactively reached out to me 3 weeks after I first tentatively told her I was interested in a tweed bag within a certain price point; to tell me that a piece I had texted her about had come into the store and that she had put me to the top of the list for it; did I want it? I was out of town so she held it - a seasonal tweed bag that my entire COUNTRY had only received 2 pieces of - for me for 4 days. My LV SA arranged for live pictures of a piece I was interested in (from a limited capsule) before they were allowed to release those pics to clients; she had to reach out to someone in a different country to get me the pictures but she did it because I wanted to see it before I bought it and I was travelling after that.

Every SA in the brands I frequent have personally QC'ed each piece I buy from them to make sure there isn't a scratch, popped stitch, misalignment; anything. There's a reason I go back to the brands over and over, it's because I feel like I get what I want. Most of them know what I want to drink by now and they'll get it for me when they see me. They'll proactively reach out to me to show me stuff that they know I'd like.

From a brand perspective as well, I find the idea of having to buy a bunch of stuff to earn the right to buy more stuff absolutely ludicrous. It's the antithesis of a luxury experience imo, if you want your customer to buy more stuff, just make stuff they'd like to buy and they'll keep spending with you. I've never felt like I needed to "earn" the right to buy anything at LV, Chanel, Gucci, Dior, Bulgari etc. I was offered the chance to do a MTO bulgari bag on basically my first visit at Bulgari, and they literally let you custom EVERY detail. That's luxury.

 

[DoggieBags]

To add to the above, an SA who can source hard to get items and doesn’t engage in bait and switch is worth his/her weight in gold to me. I really hate having my time wasted and making an appointment to see x only to arrive and be shown q is really annoying. It’s one thing to say I couldn’t find the black pair of pants you wanted but I have it in other colors or I have a similar pair in black. It’s something else to be told the black pair of pants you wanted is in only to arrive to be told sorry the pants sold but here’s a lovely evening gown.

 

[lill_canele]

Hmm, I agree with what many have said above. But it's a little tricky when I think about it sometimes.

I feel that a luxury experience should definitely go beyond a standard retail experience of a high street brand and include many of the qualities described above.

However, if we're all judging the luxury houses on the same level, then many of the things described is something I would expect as standard from a luxury boutique.
Therefore, if we're not comparing to a non-luxury house, and instead comparing luxury houses on the same playing field, then I believe a little extra something special is preferred (though technically not necessary).

Again, that is a little tricky, because we do know regardless of whether we like it or not, we are treated or can be treated differently based on our spending history.
I'm no high roller either. I have been a VIP at some houses in certain years based on how much I like a collection, but I'm not a VIP every year.

The small gifts, holiday letters, boxes of chocolates, champagne, coffee, events etc. do make the experience a little special and unique it its own way. I have been blessed with SA's who have treated me very well throughout the years, but that's based on the relationship I've built up with them. However, I don't really expect this kind of treatment from the brand itself or a different SA of the same house. That's just my SA's putting in the extra effort because they like me (and probably me being a longstanding client of theirs).
As my SA's from various houses have moved on (as they should, I always encourage them to take opportunities and move onto better things), the cute and fun things do go away. And then at the end of the day, you really see how the store management sees you as a client. But I am pleasantly surprised to say that I still get the little cherry on top at some of those houses even when my OG SAs have left and even when I don't buy for very long periods of time.

So, my answer is, I guess. Kind of what everyone else has already said but it is extra special to have the additional sprinkles on top of the icing of the cake.

 

[A bottle of Red]

Yes @Pursephile those are exactly the kind of luxuries that I appreciate but failed to articulate in my post.
Your post really resonated with me

 

[880]

I’ve been treated well in a variety of premier brand establishments
Dior (a lot of swag and treats; restaurant lunches and evening invitations; flowers and champagne; and, successful world wide sourcing hard to find outfits)
Chanel (Prosecco, gifts, private showings; invitations; invites to sale; expedited tailoring on occasion lol )
brunello (restaurant lunches and dinners, outside events; olive oil; swag and treats; trunk shows; private tour of Solimeo)
Loro Piana (goodies; birthday and holiday comestibles; expedited orders for MtM
LVMH: a huge tiered box/ mini trunk of LV petit fours, but years earlier, a non existent response to after purchase care on a raincoat bought that season
VCA (invitations; swag; private champagne and caviar showings; treats)
Alange & Soehne (invites; treats; holiday invites and gifts)
Verdura belperron (invites to private events and books)
Bulgari (private viewing with tea time; swag; invites to events; treats and champagne
Hermes: invites to event dinners and store events; condolence flowers and cards; invites to sample sales

But, I honestly think the fact that my Bulgari SA remembered that I loved the Bulgari hotel Paris umbrellas and delivered a full sized one, wrapped beautifully in gift tissue; with a note from the Bulgari Paris hotel concierge, was the best. Not the most expensive, but the best. (It is not easy to wrap a full sized umbrella gracefully)

In the end, none of the swag or invites really matter (I’m sure Dior has a large closet/room full of stuff in the back

Does your SA know your taste; respect your budget and opinions; work with you and your existing wardrobe; without any pressure or judgment… (I do the same or I would not shop with them) And, is shopping with them a totally fun experience. That’s what is important

ETA: thanks @A bottle of Red . my SA was listening to me talk about how much I loved Bulgari design, even the inside of their hotel umbrellas. She asked which Bulgari hotel. I said Paris, but I always forgot to ask the Paris Bulgari hotel for one, and I loved them so

 

[A bottle of Red]

I’ve been treated well in a variety of premier brand establishments
Dior (a lot of swag and treats; restaurant lunches and evening invitations; flowers and champagne)
Chanel (Prosecco, gifts, private showings; invitations; invites to sale)
brunello (restaurant lunches and dinners, outside events; olive oil; swag and treats; trunk shows; private tour of Solimeo)
Loro Piana (goodies; birthday and holiday comestibles)
VCA (invitations; swag; private champagne and caviar showings; treats)
Alange & Soehne (invites; treats; holiday invites and gifts)
Verdura belperron (invites to private events and books)
Bulgari (private viewing with tea time; swag; invites to events; treats and champagne
Hermes: invites to event dinners and store events; condolence flowers and cards; invites to sample sales

But, I honestly think the fact that my Bulgari SA remembered that I loved the Bulgari hotel Paris umbrellas and delivered a full sized one, wrapped beautifully in gift tissue; with a note from the Bulgari Paris hotel concierge, was the best. Not the most expensive, but the best. (It is not easy to wrap a full sized umbrella gracefully)

In the end, none of the swag or invites really matter (I’m sure Dior has a large closet/room full of stuff in the back)

Does your SA know your taste; respect your budget and opinions; work with you and your existing wardrobe; without any pressure or judgment… (I do the same or I would not shop with them) And, is shopping with them a totally fun experience. That’s what is important

See that umbrella shows how your SA really listens to your likes and preferences and followed up on it in a beautiful and practical way. Was it raining at the time or just for you to have one of your own?

 

[A bottle of Red]

That's super thoughtful of her! I much prefer to shop with someone like that rather than the high pressure 'only one left get it now or it's forever gone' type of sales person.

 

[papertiger]

I’ve been treated well in a variety of premier brand establishments
Dior (a lot of swag and treats; restaurant lunches and evening invitations; flowers and champagne; and, successful world wide sourcing hard to find outfits)
Chanel (Prosecco, gifts, private showings; invitations; invites to sale; expedited tailoring on occasion lol )
brunello (restaurant lunches and dinners, outside events; olive oil; swag and treats; trunk shows; private tour of Solimeo)
Loro Piana (goodies; birthday and holiday comestibles; expedited orders for MtM
LVMH: a huge tiered box/ mini trunk of LV petit fours, but years earlier, a non existent response to after purchase care on a raincoat bought that season
VCA (invitations; swag; private champagne and caviar showings; treats)
Alange & Soehne (invites; treats; holiday invites and gifts)
Verdura belperron (invites to private events and books)
Bulgari (private viewing with tea time; swag; invites to events; treats and champagne
Hermes: invites to event dinners and store events; condolence flowers and cards; invites to sample sales

But, I honestly think the fact that my Bulgari SA remembered that I loved the Bulgari hotel Paris umbrellas and delivered a full sized one, wrapped beautifully in gift tissue; with a note from the Bulgari Paris hotel concierge, was the best. Not the most expensive, but the best. (It is not easy to wrap a full sized umbrella gracefully)

In the end, none of the swag or invites really matter (I’m sure Dior has a large closet/room full of stuff in the back

Does your SA know your taste; respect your budget and opinions; work with you and your existing wardrobe; without any pressure or judgment… (I do the same or I would not shop with them) And, is shopping with them a totally fun experience. That’s what is important

ETA: thanks @A bottle of Red . my SA was listening to me talk about how much I loved Bulgari design, even the inside of their hotel umbrellas. She asked which Bulgari hotel. I said Paris, but I always forgot to ask the Paris Bulgari hotel for one, and I loved them so

I love the umbrella story. I think the nicest things are when they are unexpected.

Balmain have given me the best time at the most wonderful parties, treated me like a princess in the store. In all the years, I think I've only bought a couple of leather dresses, a couple of silk scarves and a fashion bag. I just wish I liked more of their things.

I can tell that Gucci have cut right back on everything. Under Frida, they sent the most amazing keep-sake catalogues at the start of each season, under Michele, we were wined and dined and had backstage tickets to concerts arriving by limo, I was sent Gucci slippers in a folding case for Christmas, etc. Now: 0️⃣ 0️⃣ 0️⃣

Saint Laurent blow hot and cold. One minute I'm their favourite customer, the next they can't be asked to answer a WhatsApp message.

 

[A bottle of Red]

I love the umbrella story. I think the nicest things are when they are unexpected.

Balmain have given me the best time at the most wonderful parties, treated me like a princess in the store. In all the years, I think I've only bought a couple of leather dresses, a couple of silk scarves and a fashion bag. I just wish I liked more of their things.

I can tell that Gucci have cut right back on everything. Under Frida, they sent the most amazing keep-sake catalogues at the start of each season, under Michele, we were wined and dined and had backstage tickets to concerts arriving by limo, I was sent Gucci slippers in a folding case for Christmas, etc. Now: 0️⃣ 0️⃣ 0️⃣

Saint Laurent blow hot and cold. One minute I'm their favourite customer, the next they can't be asked to answer a WhatsApp message.

It's a pity when brands cut back like that. Obviously it's not as important as a quality product and aftercare but it adds to the experience and enjoyment imo.
Graff once invited me to an event but I wasn't able to attend unfortunately.

 

[inverved]

Seeing as I don't go out as much as before, my list is pretty simple:

- Communication with SA via text or email
- Setting and attending appointments without the pressure to buy
- Being offered a refreshment during your appointment
- Having the SA already understand your personal style and suggest items I might like despite already having a 'wishlist'
- Presenting a 'goodie bag' before you leave your appointment, including catalogues/magazines, fragrance or makeup samples, etc (depending on luxury brand, of course).

 

[A bottle of Red]

Seeing as I don't go out as much as before, my list is pretty simple:

- Communication with SA via text or email
- Setting and attending appointments without the pressure to buy
- Being offered a refreshment during your appointment
- Having the SA already understand your personal style and suggest items I might like despite already having a 'wishlist'
- Presenting a 'goodie bag' before you leave your appointment, including catalogues/magazines, fragrance or makeup samples, etc (depending on luxury brand, of course).

Very valid because if the basics are not covered properly then it ruins the experience