Louis Vuitton

Complaints

Hi there, I feel so bad and disappoint to write this email to you to complain a LV 365 George street store manager in Sydney. I was bought a wallet last month and it comes out glue and wear caused by the metal zipper of the wallet itself, that’s why I come to the store and see if there has any solutions about this, and the stuff who served me told me that can change a new one for me, and I’m happy with it. Even I have to wait, at this time the manager called Danielle Elaine smith come out and talked with me, this is the second time I met her because I have another LV bag has quality issue and she was didn’t want to solve the problem at that time as well but the end the Singapore office admitting it was a quality issue with LV, they replaced my bag. Today, when she saw me and said to me straight away:“let me think this is the third time I meet you, I think out LV doesn’t suit you. If we order a new one for you and you still don’t happy with it then refund to you because LV not suit to you.” I felt deeply offended and her attitude was extremely rude and impolite. I said that I came to seek a solution for the quality issue, wasn't that LV's policy? I wouldn't be here for no reason, but her eyes were full of disdain, and she said that I would come back for this issue again. I asked her, "If you don't have quality issues, why would I come?" Consumers come for joy, not to listen to her words. Please tell me your name. She said that she also has a manager above her, and they would pay attention and think I was right. After that, I didn't talk to her anymore because I felt that she was discriminating against me for being Chinese or something else. She didn't help me solve the problem, instead, she attacked me verbally. Although she was smiling, her smile was disdainful and condescending, which made me very unhappy and disappointed. It's my freedom to buy LV products and my right to seek repair for quality issues. As a manager, I doubt she can hold this position. Therefore, I decided to complain about her until LV provides me with a reasonable solution. Thank you for your understanding. Hope you have a good day! :-) Best Regards, Monica Yu

Hello, I purchased a Felice Pochette canvas bag from Louis Vuitton in May 2020. In Sept/Oct 2022 the bag started to emit an unpleasant odor. I tried various strategies to air the bag to no avail. The odor has since rendered the bag unusable. I recently returned to the store I purchased at and was advised various strategies to remedy the smell which I did. None of which work. I returned to the store again and they agreed to send the bag to Singapore for assessment. The bag has been returned to me today and they have deemed the bag irreparable. Louis Vuitton acknowledge that this smell can occur from the canvas and advised it happens when the bag is exposed to moisture. My bag is in excellent condition and has not been exposed to moisture and in reality has probably been used a dozen times since purchase. It is stored correctly in an open space. They deem the smell to be normal wear and tear although did acknowledge other customers had complained about this issue. I feel quite strongly there is an issue with the bag. I have various other pieces from LV in the canvas, some in excess of 10 years old, they are all stored together and this is the only bag with this problem. Additionally some of my bags have been wet and don't smell. Ironically this particular bag has never been wet. They have had issues previously with 'smelly canvas' however they advised they don't deem my bag in that category. My issue is that the canvas shouldn't smell at all. I paid a premium price for the bag and on inspection it is obviously looked after which they acknowledged. I can no longer use it due to the smell. I asked them to replace it today and they said they couldn't because it had been for assessment and deemed 'wear and tear'. I then asked if they could give me a credit note for the cost of the bag, again they said no as it's not within 30 days of purchase. My complaint is that I paid premium price for a supposedly premium product which apparently can emit foul odor. I can not use the bag due to the smell. I understand LV can not verify my storage of the item and usage. However they have had issues with smell before and I believe that's a problem for them to fix. Additionally charging premium price for a product that can produce foul odor is not acceptable. They were not even prepared to offer any solution other than that's just what the canvas does. I would like LV to offer a solution. Ultimately I would like it replaced however I would be happy with a credit note for the price I paid which was $1500. I feel this is a compromise. As to buy the same bag today would cost me an extra $700. Thank you

I bought a Rose Ballerine Monogram Vernis Alma BB Bag when I spent my honey moon in Italy in 2010. The bag is put in the dust bag in the moisture proof box when it is not used. Usually I took it out from time to time to appreciate the beauty of it. However, recently I was shocked to see the color of the bag was not light pink anymore. The leather turned into the color like beige, and even like the color orange. My heart was broken. I can't believe how this could happen to such a luxury brand. I want to know if the bag can be repaired.