Louis Vuitton return policy complaint

Louis Vuitton return policy complaint

July 14, 2006

Dear Complaints.com,

I am writing about my horrific experience with Louis Vuitton. I bought a bag at the Louis Vuitton store at the Beverly Center in Los Angeles. The price was $840 including tax. I decided that the size wasn't right, but had never used the bag. So I complied with the 14 day return policy, It was 5 days after purchase, I went to Hollywood store, as it was nearest at that time, to return it. The store manager asked that I show it, and she said that there was a small stain on the bottom of the bag, so she could not accept the return. She told me to go back to the original store where I bought it.

So, I went back to the Beverly Center store, and as soon as I told one of the workers that I wanted to return, they asked me to see it. The initial salesperson took out the bag and looked inside, and told me that there was hair in the bag, so I could not return it. He took it to the manager of the store, and he looked at the bag, and concurred with the salesperson that because there was hair in the bag that they could not accept the return. They realized that that was a stupid excuse, so they said that the handle had changed color to a little darker tan. But of course it had changed color, as it oxidized by the air. This is a natural course of every bag that they have, and they admitted it. I told them that but they said that they could not sell it. It was obvious that they have no intention of accepting the return, so they were making every excuse to me. They told me to call the customer service center, which I did. The customer service center said that they could not do anything, as they are going with the manager, and told me that they want me to take it to the Beverly Hills store. They were pretending to try and sympathize with me, but they were condescending, and never intended to help me. They were just a front for good customer relations, when customer were screaming that they can't return bags. I was so irate that they did not take a bag that was never used, so they called in the security guards to get me out of the store, as it was hurting their business. When the security guards came, they confessed to me that they had seen other customers come with the same complaint that they can't return unused bags within 14 days of return policy.

I finally took it to the Beverly Hills store, and was pretty sure by that time that I would not be able to return. Yup, sure enough, the Beverly Hills store said the same thing. I was outraged, but not surprised.

The return policy is to make you feel comfortable and to trick you into buying the bag, but they have no intention of accepting the return even if you have never used the bag and bring it back within the 14 days. They will make any excuse why they will not accept the return the bag, and since they already have your money, they do not care. What is upsetting is that they are deceiving their consumers about their return policy, so they can trick you into buying a bag that you think you can return it 14 days, but you have no chance in hell of being able to do so.

SO CONSUMERS: If you buy anything at Louis Vuitton, please know that you will not be able to return anything unless you are the president of the United States or Oprah Winfrey!

A very disgruntled former Louis Vuitton consumer,

Moon

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I must say that I am tremendously disappointed with LV, not only their service but the product itself. I purchased a LV bag while holidaying in Shanghai on the 9th June 2008. To my biggest horror, I discovered that the bag has a defect. The inner fabric where the zip is stitched on is tiered up at the seam. I purchased on the 9th, but did not use it until the 18th when travelling home. So only after a few hours of use, I discovered the defect. Since I have returned from holiday, it was impossible for me to physically change the bag in LV store in Shanghai.

Hence, I emailed the store to inform them about this issue with some photographic evidence. What I got in return is an accusation that I have scratched the fabric myself. I think this is the biggest insult of all because I was so excited that I have saved up money to buy my first LV bag and this is the treatment I have received. So please people, save your money and your trouble. DO NOT BUY ANY LV PRODUCTS!!!

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I recently had the same experience. I bought a 1300 bag over the phone(there is no LV in my state) without having ever seen the bag in person. When i received the bag, I discvered it was too big and clunky for my bodyshape. I was told before i made the purchase that i could return it if i didn't just love it. However, when i returned it via mail, they denied my return saying it looked like someone had touched it. All i had done was put it on my shoulder and look in the mirror. They refused the return and told me it would not be overturned no matter what i did. I asked them why they don't just say they do not except returns. Then i would have known what i was getting in to.

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Sorry to disappoint the last commentator, but I have experienced very poor customer service with Louis Vuitton twice, once in Madrid & once in London Selfridges.

The Madrid example occured when they charged my card twice, an error I highlighted to Rena, the manager of the store, upon my return to the UK.

Rather than being helpful I was told my credit card would be refunded the overcharged amount but I would not recieve a refund for the bank charge for the currancy exchange, my time or phone call costs to Madrid to highlight THEIR error.

Very poor customer service!!

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The same thing just happened to me and my friend. On May 11th, 2008, my friend and her mom bought a bag from LV at Macy's store in New York. It was a 3000 dollar purchase.

Few days after the purchase, haven't used LV the bag, my friend's mom bought a Goyard bag instead because it was lighter and easier to carry. So she asked my friend to go and return the bag.

On May 17th, 2008, me and my friend took the bag back to Macy's. We gave the bag, the receipt, and credit card to the cashier. She took the bag away, we waited at the cash register for a while and the manager came out with the bag. He said to us that the bag has hair in it and it was dirty so he's not going to accept this as a return. We tried to tell him that the bag was not used at all, but he wouldn't believe us. How terrible, we were very surprised because he was accusing us of lying to him.

We finally gave up and took the bag home. We got the manager's phone number and called the store to talk to him again. We spoke for a while and he hung up on us!!!

Tomorrow, my friend's mom is going to the store to talk to the manager.

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I have purchased from Louis Vuitton boutiques all over the globe and never once have I had a problem returning anything that I was not happy with. As long as you comply with the terms of the return policy, there is not an issue with returning a purchase.

In this instance there was probably something wrong with the bag and they were uncomfortable providing a refund for it. LVMH is a billion dollar fashion conglomerate and they would not risk their reputation with shoddy customer service - Especially at all of the boutiques in this complaint. Not to mention the customer service center being so poor!

Also, the security guards would never tell a customer (especially one that needed to be removed from the store) that other customers have come in with the same complaint.

This whole complaint is absurd and poorly written.