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 was wondering how many there are of us that have had this expenience with Louis Vuitton? My husband is an attorney and when they would not return the bag he bought me for my birthday, he wondered if is deceptive trade practice? I know that I did not damage the bag and I have pictures to prove it. I think we should bring a group action.

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I see that many of us now know the hard way that Louis Vuitton does not ever intend to accept a bag back for any reason despite their written return policy. Is this legal? My husband, who is an attorney, says it is not. I wonder how many of us there are that have had this experience? Should we bring an action jointly?

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My husband bought the Beverly GM bag, on line, for me for my birthday. He was assured that I could return it if I was not happy with it for any reason. That particular bag is too big for me to carry on my shoulder as I have a pacemaker so I returned the bag two days after receiving it. It had not been used in any way. The bag was returned to me saying that I damaged it! I have made pictures of the bag showing absolutely no damage of any kind. What kind of customer service is that? That was my first LV and it will be my last! I am telling all of my friends so they do not get taken like my husband did.

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I just bought a Louis Vuitoon Keepal Band 45 Dammier for $1,200 at Louis Vuitton at 5th Avenue, NY. I noticed a huge leather defect on the side earlier this week, and I decided to exchange it for another one. I was really suprice for treatment they gave me. Even though there is ONE month exchange and return policy. I was accused indirectly that I cause the damage by putting water on it. And I was passed on to different managers and sales person and customer sercvice and even given a Customer Sercie telephone number. SHAME ON LOUIS VETTON. I can not exchange it because of the damage that was originally there. SO THE LOGIC HERE IF LOUIS VETTON GAVE YOU A FACTORY DAMAGE PRODUCT YOU CAN'T RETURN OR EXCHANGE IT in one month.OMG, I was about to cry because of frustration and explaining that damage was there, but they keep telling me that I caused the damage. OMG. OMG. OMG. That all I can express. GOD KNOWS THAT I TOLD THE TRUTH.

BEWARE LOUIS VUITTON BUYERS TO BRING A MAGNIFYING GLASS AND INSPECT EVERY INCH BEFORE GOING HOME BECAUSE THIS MIGHT BITE YOU BACK with HORRIBLE CUSTOMER AND FAKE SMILING SALES PERSON.

I already called my credit card to block the LUIS BETTON charges. And I am thinking to bring this case in local news called Shame, Shame Shame. Because I think the local new yorker need to be aware of BAD Customer service andto inspect their purchase for damages.

I have a picture of the damages that manager told me at first that it was packaging problem, but he told later that he didn't say anything like that. LIAR sales manager. SHAME ON HIM. I would like to put in website to show the POOR QUALITY WORK OF LOUIS VETTON.I could get a better quality from other store.

All I wanted just to exchange which guarantees in the return policy, but the twist is that I counld not exchange any LOUS VUITTON factory damage. OMG. Anycase, I will keep pursuing my options to get my money back from my credit card and also called the local NY news called SHAME, SHAME. I also just talked to couple of lawyer friends. What legal actions that I can do on my case against LV.

BEWARE BUYERS OF DAMAGE LOUIS VUITTON BAG!!!

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I will never purchase from Louis Vuitton again either, I have contacted the local news station as well as file a complaint with the BBB"

I purchased the Damier Neverfull GM bag for $798 from Louis Vuitton,Orlando, Florida. When I took the bag home, I place a few of my personal items in the bag and realized the bag was too large for my liking. On 2/18/09, returned to the store to EXCHANGE the bag for a smaller version of the one I initially purchased, which was a better fit for me; however, the associate at the store refused to honor my exchange. When questioned as to why I could not exchange the bag, the associate point to two small strand of hair in the bottom of the bag. This was the reason the bag could not be re-sold. I feel as this is discrimination based on the fact there there is nothing wrong with the bag. The strands of hair were more than likely from the items I placed inside the bag to see if I really like it. I had no intent to obtain a refund, I only wanted to exhange it. After being embarrassed, I left the store and immediately filed a formal complaint on their company website on 2/18/09. On 2/19/09, the company responded with the following:

Dear Ms. P,

We would like to thank you for your visit on our web site and your interest in Louis Vuitton.

Thank you for your email informing us of your recent experience at our Orlando boutique. We appreciate your feedback, and we will be sure to forward your comments to the appropriate executives for review. Please know it is not the intention of Louis Vuitton to treat any of our store visitors with anything less than the utmost courtesy and attention. We value you as a customer and welcome your feedback.

After researching this issue and speaking with the store manager at our Orlando boutique, I can confirm we are not able to accommodate your request for an exchange. This decision was made based on the condition of the bag as it was presented to our Orlando store employees yesterday, February 18, 2009.

Please note, the return policy for Louis Vuitton as stated on the receipt is the following: "Merchandise may be exchanged or returned for a store credit within one (1) month of the original purchase date, or may be returned for a full refund (except for watches and jewelry) within fourteen (14) days of the original purchase date when accompanied by the original sales receipt. All merchandise for exchange, store credit or refund must be in perfect saleable condition...A refund may only be made in the same country as the original purchase."

As the Damier Canvas Neverfull GM was not in "perfect saleable condition," we would not sell this bag to another client and therefore cannot accept it back into our inventory. We appreciate you understanding in this matter.

A formal complaint has been filed on your behalf. If you wish to discuss this or any matter further, please do not hesitate to contact our Customer Relations Specialists at 866-VUITTON.

Best regards,

Sarah Morgan - LOUIS VUITTON

contact AT louisvuitton.com

www.louisvuitton.com

* They cannot even tell me why the bag cannot be resold. This is not over by any means.

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I gree with all of you. LV has a lousy products and mistreating customers. You are not paying for what you get but instead it likes trashing your money away.

!!! STOP BUYING LV!!!

!!! BE CAREFULL!!!

!!! BUY OTHER BRANDS LIKE FENDI, DB, COACH, etc... but not LV!!!

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My sister and I were shopping at Louis Vuitton South Coast Plaza store on the week before thanksgiving at Costa Mesa, California. We were looking around in the store and bought a purse over there. We had a worse service there and had never been treated like that in any other LV stores .

We were tried some flats (shoes) and no body serve us untile we went to the 'check out' counter ask for help. There were two guys chatting and didn't care about our requests and had let us waited about 10 minutes at the shoe section. And, It was very odd that every shoes that my sister wanted to try were out of her size?! (at least 7 styles). So, we thought he didn't want to give us the servier becuase we intruppted his chatting with other guy?

After we gave up buying a pair of shoes, my sister bought a purse instead. Of course, we had to go to 'check out' counter and the other guy was standing there. He gave us a unfitting box for the purse and told us that that's the box that he could gave us. The case was way smaller then the purse and when you see the bag, you could see the purse came out from the case. We were standing there and totally in shock for a minute. Lucky, there is a lady came out from the back and told us nicely that she would take the purse back and re-wrap for us. So, we got the perfect case which fit the purse and left. After experiencing the service like that, we felt like that we've been treated unfairly and rude for spending and shopping in the store. We wanted to go there and enjoy our good time while shopping and turns out the service treats us badly. If the quality of service is getting worse in a such high-end store, then I would not recommended people to go there to shop anymore.

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I have never bought any LV and never will. Reason I have my friends carry the same bags, so boring. The stores in Beverly hills and South coast Plaza are packed with Asian customers. In Shanghai, Hongkong, Tokyo women are crazy for LV. Interestingly you don't see many french wearing this brand. In Paris only tourists flock into LV store, usually french people don't wear LV, simply there are many beautiful brands in France but most tourists don't know. Why the heck LV so popular in certain regions? Not to mention its lousy customer service and unfair return policy.

Is it monkey sees monkey does?

My guess is the majority of LV shoppers live in a box. If you have been to France regularly, you would never want to carry a piece of junk LV. The french is very creative, a lot of local designers are much better than LV.

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I have never bought any LV and never will. Reason I have my friends carry the same bags, so boring. The stores in Beverly hills and South coast Plaza are packed with Asian customers. In Shanghai, Hongkong, Tokyo women are crazy for LV. Interestingly you don't see many french wearing this brand. In Paris only tourists flock into LV store, usually french people don't wear LV, simply there are many beautiful brands in France but most tourists don't know. Why the heck LV so popular in certain regions? Not to mention its lousy customer service and unfair return policy.

Is it monkey sees monkey does?

My guess is the majority of LV shoppers live in a box. If you have been to France regularly, you would never want to carry a piece of junk LV. The french is very creative, a lot of local designers are much better than LV.

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I had the same problem in Chicago. The wallet I purchased was never used. I placed 6 credit cards in the card slots to determine whether the wallet was suitable for my needs. After determining that the wallet was too bulky, I decided to exchange the wallet for the French wallet. To my dismay, the manager and sales associates both concurred that putting 6 credit cards in the 6 card slots constituted USING of the wallet. Therefore, they are unable to return a used item. She added that I should only place 2 credit cards to test it out. I would NEVER purchase any items from Louis Vuitton.

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I have the same problem. I tried to return my L.V. bag within 14 days and I was told that the bag had dirt and it could not be resale. I was shocked and disappointed. I will never again buy from L.V..

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I too also have experienced bad service from Louis Vuitton. I do believe that some stores are nicer than others. The ones in Vegas are not nice. They did not greet me or my husband when I went into the store. I wanted to return a bag that I purchased in Century City, LA. I loved the bag but when I went home I noticed that it had a tiny scratch on the surface of the leather that wasn't very obvious. I told the salesperson in Vegas that the bag had a scratch and I had just purchased it 4 days ago and like to exchange it. The salesperson couldn't find the scratch for a long time but when she finally found it she went to the manager who told me it was in unsaleable condition. I told the manager that I just want to exchange it and I bought it in the condition. The manager flat out told me no.

I decided to go back to the same store a little later to try to return it again, the different salesperson was going to let me return it but then the manager saw me and came over and said that the bag was in unsaleable condition therefore cannot be returned. I mentioned that the salesperson could not see it and their sad excuse was she did not look closely.

I did go back to Century City LV store and return the purse. I did not want to exchange it anymore by this time and I did not mention the scratch. I learned my lesson which is to keep my mouth shut and don't be too honest. THe sales people accepted the bag without any problems. LV is a luxury brand that many women save money to buy. If they continue to doubt their customers than they are going to lose customers. But maybe LV doesn't care about common people like you and I.

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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.