The point you brought up about how people are treated is so true. My husband dropped my saleya off for a zipper repair. When he picked it up a couple months later he was in work clothes and all dirty from work... They barely let him in the store.. They acted like he didnt belong there. He said the employees were shocked when he bought me a matching wallet. He then lectured them about how you cannot judge how much money people have based on their clothing!
YES! This happened to me. I called my local store in Nashville and asked to purchase a luggage tag and they refused to sell me one saying it was a "repair" item and it only comes with pieces that have them and if you aren't on the computer as to have bought that item I can't sell you one. I called the bloomingdales store in north miami and the wonderful manager said yes of course I can order you one and went as far as texting me pictures of different ones and I ended up buying two. She was also successful in finding me the sold out summer trunks cosmetic bag. I will only buy from this store. Since I am in Tn I buy over the phone. I was always so intimidated by these snooty sales associates but I tell you she was the sweetest most down to earth person I have ever met. She has my business now. She definitely went above and beyond for me and that speaks volumes.
I don't understand If i am willing to pay for something why can't you just sell it to me? I had purchased several preloved luggage tags that I wasn't satisfied with and had to return them all, either they be too dark on patina or one was not authentic. I was like "why can't you just sell me one". Not sure why certain stores do things differently than others. Don't they all have the same training? Interesting...
I have a crazy!!! Luggage tag story.. it's honestly.. just down out disgusting. but I do work with a great SA now, and corporate wants LV to sell the luggage tags are replacements for customers who have bags with them, which to me is bonkers!! and some associates think its also bonkers, that's why we get the inconsistency! SIGH Goodluck hun, i am happy you fun a nice SA.
Autumn: I totally agreed with this video! I recently bought a Speedy 25 Damier Azur - it arrived damaged, zipper on the pocket was opened, lock was loose. Looked like someone had returned it! It had thin canvas; and was dented on each end. I just contacted CS, sent photos, and received my refund. Stopped buying my only LV Store because SA never contacted me for requested items. I have been buying on the resale market for 5 years! Love the Japanese sellers on EBay! Thank you, Pat
I've just always found it puzzling how sales associates working at a store...in a mall...judging people on how much money THEY have and treating them accordingly. 🤔
It’s not a smart move to judge. Millionaire don’t often dress to impress. In sales you won’t last long or prosper by stereotyping. My biggest sales have come from pocket-heavy🤑 jeans and hoodies who are quiet and unassuming.
I think it’s not only this store who does customer profiling based on their appearances when they come in. They should get educated that not all rich people wear bling blings and tons of make ups😂
I’ve only ever bought one Louis Vuitton bag. I bought the Monogram Never Full at the flagship store in Paris on the Champs Elysee and I couldn’t have been happier with my experience. The store was packed. I was clearly a tourist with my kids in tow. No matter. Endless patience with showing me other bags. Champagne for my husband and I and orange juice in flutes for my children. The SA was charming. Gave me his card fir future purchases or queries. I loved it. Not sure if I will ever buy another one as I’m trying to be very mindful of acquiring too much ‘stuff’ but if so I wouldn’t hesitate to buy in Paris. I’ve also had very good service when just browsing in the Cape Town store. So I hope to keep all my experiences positive. 😊. Great channel. I enjoy your videos.
My husband and I went in to a LV store located at the mall near my home in N. California. We were in the store for 30 min. I found a bag I loved and wanted to look at it. My husband has $10k in his pocket. Not one person asked us if we needed help. 30 min. Not one! Fast forward to 3 weeks ago. We go into a LV on the Vegas strip. There are several in the casinos. We went to the one located in Caesars and 3 people asked us if we needed assistance. They showed us several bags, looked for certain items for us and were fantastic! Maybe it’s because there is more “competition” on the Vegas strip, but the experiences were completely opposite!
I once went in the LV store in Natick MA. I was completely ignored and nobody else was in there! I wanted the bucket bag that I saw a woman carry on a reality tv show. I loved that bag. But being ignored turned me off from LV. I was in LV in Las Vegas with my niece and they asked if we needed help a few times. We looked but didn't buy. She didn't buy because it's too expensive. I refuse to buy after my experience in Natick.
I live in Vegas and they are usually pretty good about greeting you and everything here. Next time visit the one at the Crystals mall by the Aria. They are really nice, especially my SA "Christine"!
Vis-a-vis the thing with Hermes, I totally agree! I know that it’s a hyper-exclusive luxury brand, and I get that, but I’m still entitled to my opinion. I just feel like their practice of “offering” to let you buy a bag is so incredibly degrading. Yeah, sure, I’d love to GROVEL so that I can pay you $10,000 for a piece of leather.
I agree their customer service is almost like they want you to feel uncomfortable and unwelcome in the store. My boyfriend went in to the brand new store in our local mall after work to buy me a gift for our anniversary in his work clothes (he is a auto body technician) and they would not let him in the store. He could afford to buy any item they sell but the they wouldn’t let him in. He refuses to ever buy anything there again.
I went to a LV store in Toronto with my friend and her 3 boys. We were wearing runners and oh boy! We were being followed in every corner of the store!!! My friend own a business and I have a good paying job. We left without buying anything.
So true and I recently experienced it in Barcelona. The sale associate offered wine to only certain customers but refused to help or at least find someone to help me. Guess what? I just walked out and went to the Gucci store instead
I am in total agreement with what you just posted on here. I have purchased my very first Louis Vuitton from Saks in MD and I live in Ky. My whole experience was horrible if you want to know the truth. I was never informed about "hot stamping" and I watched your video or one around the same time and realized I could get my luggage tag hot stamped for no additional cost. I called back to the store and no one ever answered the phone. I tried on and off for 4 hours! I tried again the next day. I called back again and asked for a manager of the store and she said she would go down to the Louis Vuitton section and see why no one was answering the phone. Needless to say I got a less than happy person who had to tell me there were other customers and they were busy! Well I'm a customer and I've already spent my 1600.00 and I would like my luggage tag hot stamped before they mail it out to me. He was short with me, passed me off to someone else and then that person said they were the one who will be doing the work. Took my info, and needless to say my package arrived and the tag was not hot stamped. I called back again. Guess what? It required another call to customer service to answer the phone. I got the same man again. He said he would send me out a new tag, free of charge and to keep the first one as a gift. Yeah, no problem. Well, my box that the bag comes in, you know that coveted Louis Vuitton box that we all love?, was torn across the back. REALLY? You didn't notice that when you shipped it out to me? I got a survey in my email because I started at the Louis Vuitton website for my purchase and I ended up getting the 6 key purse hot stamped as well. I filled out the survey and told them I was less than happy with my very first purchase at age 60 and that I thought I was treated like I stole the bag! I was not told of hot stamping or customizing a bag or any additional help. They treated me like I was a bother. Well I got a phone call from the Manager of Louis Vuitton in the Saks store and he asked me if I wanted him to send me a new box for my purse. I told him no it wasn't necessary as it should of been done in the beginning. He said I am the one who sent you the free luggage tag. I said, thanks. I feel so less than willing to buy from them again because of the service I received, that I believe the women who work hard for their money will soon be finding someone or something else to spend it on. So disheartened by it all.
Ugh. I'm sorry you had such a bad experience. It was very nice of that manager to send you a free luggage tag. Those are hard to come by these days. I don't understand how they could send a torn box. Surely someone noticed that. Ridiculous.
Dang what a wake up call for myself and the brand. Legit put LV on blast and I like it because they are valid points that I noticed but never actually say aloud. Shoot can I send this video to corporate and my closest store? Standing ovation for you madam.
One day we decided to go to Louis Vuitton spontaneously. I was in my sundress because we have been playing in the backyard with my kids all Saturday morning. When I got to the boutique with my brand new Louis Vuitton I bought from that boutique, they questioned if my bag was authentic or not before entering the store. I was so embarrassed because they made it very rude statement in front of half a dozen people. After I walked into the store to purchase a brand new strap for my speedy bandolier and I mentioned it to my SA, she then blocked my cell number a few days later. I now purchase through the website and I will not go back to the store.
Well said.... thank you for speaking for many of us who feel this way. So many businesses have forgotten the simple rule of “without customers, you have no business”.
You were able to articulate very well what many have also observed or gone thru. I just recently started watching your channel and quite frankly I share the same sentiment. LV needs to change their attitude and mission statement to support buyers to reflect the brand that has been around for so long. Doing so will not only attract new interests but also provide a long lasting reflection of their products which are not always easy on the wallet. I could go on and on and on as far as what they need to so ao I'll limit it to the few below. - Improve current quality. This has gone down over the years. US items sea not appear to be the same quality as the ones made in France or Italy over the past 2 decades. - There needs to be quality control highly enforced in the factories. It should never be quantity over quality. Customer Service also needs attention. It matters who you hire. They must be equipped to handle the job consistently. Snooty attitudes and evasive answers to questions or concerns are a big turn off. Train your people well so expectations, accuracy, and consistency are met across the board. - Welcome new and all customers by making them feel valued. You are a multi-billion luxury brand because of your customers. Listen to your customers and take note of their concerns then take action to improve. Ask yourself frequently how to sustain a brand with history and how you impacted that success for the next generation. Reevaluate the core principles of your products. Luxury doesn't always need to mean very expensive items.
The tea was spilled! Haha! Love this so much! Couldn't agree more actually.. i think it's so silly for LV to limit canvas pieces in their boutiques.. especially because they are essentially secured sales. They know people are always guaranteed to buy those pieces so why would they try to limit that? Give the people what they want. Preloved is the way to go for me, not only for financial reasons but also because of what you mentioned in the vid. Great!
My aunt (family friend) is a purse collector for about a decade I believe, and she is an online reseller for pre-owned designer purses. Since the time that I had learned about her online business, she has taught me a lot about designer brands and now I’m very fascinated. 😂 I can help it but I find myself pointing out different brands that I see in my head.
It has been several years since I've purchased from the usual suspects because their prices have gone up as their quality has gone down. I've found that I can get much more interesting, well designed bags that are higher quality for much less from smaller companies and independent designers. I also feel I'm getting a more individual look and don't see my bag on every other person walking by. Full disclosure I'm a fine jewelry designer who recently started designing my own bags that are hand made from Italian leather for this very reason. High quality bags don't have to be as expensive as they have become, and it's very difficult to keep quality high when the production runs are so huge.
I am not an LV person. But I own a prada and a couple of coaches. I cannot believe that my coach pebble leather is so much thicker and sturdier than my prada saffiano considering that my prada is 10 times higher in price than my coach pebble. I cannot speak the same for MK because I think MK's quality is meh (mentioning MK here because it's contemporary like coach) but yeah, it's just crazy.
Jill Maurer I'm sure I watched your video on the backpack this week. I must say it was so well designed and would fit well with many outfits. Congratulations on creating such a practical and stylish piece!
I personally just got my first item ever from Vuitton. I got a belt in the demier azur print that my boyfriend bought as a gift. And let me say I was terrified going into the store as a Hispanic woman. Thankfully I was treated very nicely during the purchase. However, my belt did not fit perfectly and my SA lies saying they could punch additional holes. When I messaged her about the fact that I went back to the store to get the holes punched and they said they couldn’t do it she ghosted me and never got back to me. I don’t know if I should contact anyone about this because had she punched holes in the belt she would have ruined it.
You are so right. They’re portraying that we should be so lucky to get an LV bag - how about THEY should be so lucky we want to spend our money on their bags. I can’t even imagine how much it costs them to make 1 bag and the markup is probably disgusting. Yet we’re supposed to crawl to them and get on wait lists for items that made them famous.
Interesting. But i think some of the concerns about the fashion houses not meeting production are real. The demand for products has increased dramatically, i would rather they try to maintain quality vs reducing quality just to meet production. Already we are complaining about quality so to me i feel like Vuitton and Hermès have shot themselves in the foot. Otherwise i don’t mind their business practices, lots of companies fizzle out by being too big & over saturation, look how hard coach has had to fight to make a comeback!! There will always be purses to buy!
I know LV has been opening new factories to help meet demand. They just opened one in Texas! I question how well the people working the factories are trained in classic LV quality and standards.
Agree with you and in contrast, there are plenty of other brands that consistently offer better service. My favorite is Burberry. They have never let me down and I have shopped in their Amsterdam, Frankfurt, London, Toronto, New York and San Francisco locations. Literally not once was let down, even when my visit did not result in a sale, and most times I’m dressed like I’m a college student. That’s gotta speak volumes to how SAs are trained about facing customers.
Oh my gosh! Your walking path analogy is SPOT ON. Great video, well reasoned and respectfully delivered. Thank you for expressing what many of us think but couldn’t articulate.
They work there they don't own the store but they sure act like they do so Superior and put their nose down on everybody I called them one time to ask about the cell that code on the bed and they told me I don't need to know that it's for them to know it's my bag I paid the money why can't I know attitude attitude attitude
I just went to LV boutique yesterday and was treated wonderfully by Staff and Managers. I didn't even buy a thing. Brought with me a beautiful pre loved bag and had my tag stamped for free with receipt. I was just wearing normal summer clothes. The manager introduced me to some of the new releases, gave me a short history lesson about my bag and Staff offered me a drink...just Wow! They also took my details and included me in their system. I would definitely purchase a new LV in the future not just because of the brand but of the people behind it. Sad to know you had a bad experience with them.
Yup! Canvas is different and cracks easily. I have the same bag in old and new versions and the the new is cracked after a year and 10 year old same bag has nothing and feels thicker.
I AGREE WITH EVERYTHING THAT YOU ARE SAYING ABOUT LOUIS VUITTON, THINGS WITH THEM HAVE CHANGED AND IT'S NOT ALL GOOD, SUCH A GREAT VIDEO THANKS SO MUCH FOR SHARING
EMBARRASSING, HORRIBLE THEY SHOULD BE ASHAMED. THEY NEED TO BE REMINDED NOT TO FORGET THAT EVEN IF CUSTOMERS DON'T BUY ARE JUST INTERESTED IN LOOKING, TREAT THEM WITH DIGNITY AND RESPECT. LOUIE VUITTON EMPLOYEES FROM EVERY DEPARTMENT NEED NOT TO FORGET THAT WITHOUT CUSTOMERS THEY DONT BRING A PAYCHECK HOME. PEOPLE CAN WALK INTO THE STORE AND DECIDE TO JUST LOOK, NOTHING WRONG ABOUT THAT. FOR SUCH A HIGH END STORE CUSTOMERS SERVICE NEEDS TO BE ABOVE AND BEYOND, NO EXCUSES!!! INVEST IN A EXTREME TRAINNING PROGRAM FOR THIS NARROW MINDED EMPLOYEES. LEARN TO TREAT PEOPLE WITH RESPECT. # ONE!!!! RULE.
can we make this go viral to where someone in LV gets it and maybe they take action maybe they just don’t care because people tend to buy into the brand regardless, all the same should go viral! 😭
It’s a pity you have had so many bad experiences at Vuitton... I was offered champagne and expresso and when I told the SA that was my first purchase with them she took me on a tour... I see your concerns regarding quality but the thinner canvas also allows for sleeker designs, I personally like the quality and feel of the products I got. Will it last a lifetime? Definitely not, but I am ok with that because I would wear the same bag for so long. Regarding the limitation on certain designs you said it all right, they are limiting access as an attempt to regain exclusivity, well I wanted a specific design and the SA was glad to order it for me and a couple of weeks later had it delivered to me... they have hundreds of stores and handcrafting bags for all of them is sort of complex, me myself like the fact that I am getting such an exclusive product that demands my flexibility... it’s in fact what makes it so luxurious... now people don’t buy fakes because they don’t like the service they just buy what they can afford, and from what I know I prefer to give money to the company that developed it all and supports craftsmanship rather the slaving companies god knows where. Maybe that’s my opinion because I don’t shop so often as you, I am a teacher too.
This was so well-said. I hope the people in charge of these companies are listening. My largest complaint is the decline in quality as well. I understand the executives' decision to limit the supply (to keep the luxury and exclusivity appeal of the product), but with this train of thought, wouldn't they look to increase the quality of the product as well? Using a brass coating instead of brass is a cheap and, frankly, a penny-pinching approach to creating a product that is better suited to a big box store than to a French boutique. Mr. Vuitton came to such acclaim as the producer of luggage that was indestructible. I wonder what he would have to say about the changes that have happened to his original (brilliant) creation?!
I agree as well. I walked in and purchased a mini pochette and they just got it in...while people on the waitlist at a second store down the street have been waiting since January - check out my unboxing video about it!
Great stuff! Thank you for the ‘heads up!’ Very soon I will be buying my very first LV and I’ll make certain to come back to this video and tell you how it went.
I was nervous about going to the LV boutique, on my first trip. However, I have only wonderful things to say about the Natick, MA store. If anyone is in the area I highly recommend you visit! That being said, I have heard of many of the things you mentioned, and I agree, I don’t play games with my money. I will do without, or find another way, if that’s the case.
Hi Autumn: I see your point, but at the same time, luxury retailers have to play a difficult game of balancing who owns their products. Louis Vuitton risks ending up like Coach if they continue on the same path. Luxury is meant to be exclusive. And yes, it does discriminate based on income level. But that's just the culture we live in. I'm not rich/wealthy/well-off, but I'm turned off by the Louis Vuitton brand because I see just about everyone wearing it. It's no longer special.
I think if they are upset about everyone wearing it, they should have better control over the fake market. Everyone that is "wearing it" is very likely to be carrying a fake one, rather than a pre-loved. Just check online, $200 LV, Balenciaga, Louboutins, Valentino, Givenchy, Prada, etc. $200 is all it takes to own something that looks over 80% like the original (I'm not saying that 200 is a small amount of money but compare to the original or even preloved --- how often can you find a good high end vintage leather purse for $200?) and people buy them! I don't think it's the fault of the preloved. I think it's the fault of fake markets. I remember being in this country I won't mention - everyone was running around with a lambskin chanel flap but I would say most of them were rocking a 200 dollar fake one -- not a preloved! ( I ASKED!) That makes the flap look cheap and common but again, it's the fault of the fake market, not the preloved. They want to promote exclusivity--- then take better care of the fake market! or make something of extraordinary quality like hermes. How many replica companies can fake an albino crocodile birkin?
I agree with you. I was recently in a Gucci store in Cannes France and wanted a bag for a special birthday and the SAs were helping people with LVs, but no one would help me I guess because I had my Kate Spade bag on. I came back home and looked at Neiman's and Bloomingdales and they were VERY helpful. In fact when I found the bag I wanted at Neiman's, they not only complimented my Spade bag, they talked to me for a good bit. So I went to the Gucci store in the same mall, and didn't see the model I wanted (just got stares). So my friend and I went to Bloomingdales across the street and they were also very nice. I asked about the model I wanted and they girl told me that was exclusive to Neiman's and I should go back and get it (yes i did!). Now that's customer service and I will go back to Bloomingdales and buy a bag from them because they were so nice. Ignore the haters. I love your channel. Your videos have been very helpful to me. I don't care for LVs but I have a friend that does and I'm trying to sell an Evora MM for her. It's too big for her now. I like the more colorful bags, I would buy a preloved LV if I found the right one. I have been scared previously but your videos help. Like you I have bought some fake LVs on vacation but I have gotten rid of them now too. Keep up the good work!
I bought four LV bags 13 years ago. They are still in excellent condition. I had great experiences shopping then. I'm shocked to see how things have changed! With all that I've been reading about the decline in quality in high end bags, I'll cherish bags even more now!
I spent eternities begging LV to sell me a Toiletry 26. I was in there so many times it was not a joke. I would have understood the shortage if I had been trying to get a limited edition item, but surely a Toiletry 26 is basic?! I get that sometimes even a basic item can sell out, but this was a long-term shortage and I cannot help but wonder why it was (still is, I believe) in short supply. In the end, I gave up and opted for two High Street pouches at a fraction of the price. I have had no cause to regret it. Now I only buy LV second hand. I cannot cope with the tarra-diddle-dee-dee and the fake shortages. It bores me!
Love the facts you bring up. My only Authentic was pre loved. I also have 2 reps that are high quality that I actually like better. I carried my Authentic for a year and the whole time I stress on something happening to it. I've never been inside a LV store, but would love to go in and see how they treat me.. FYI I would never walk in with a rep, as I am sure they will throw me out.
Insightful and useful tips. It’s time LV and other high end luxury brands step off their pedestals and start showing respect to the people who spend their hard earned money to purchase their products. This video is an eye opener for those who are new to the “ boutique or preloved”purchasing experience.
I haven’t had bad customer service but I have had items that have different qualities. For example, I noticed that the canvases aren’t consistent in terms of color. The brass hardware are also not consistent. Chains are becoming less dense and thinner if that makes sense. I can have two of the same items and they’re different in quality. Older canvases seems sturdier but newer canvases seems flimsy. Maybe that’s just me and my items. Do any of you have this experience?
All good points. I started buying LV in December 2015/ January 2016 and I am already done with them. I shop strictly online mostly directly from them and sometimes from fashionphile and wonder how I will be treated when I will eventually visit their store to fix my key holder and pochette metis. I sometimes feel like selling all my LV and stick to my coach collection
I’ll never be able to purchase directly from Louis Vuitton. But I’m having a lot of fun searching for bags in the pre-loved market besides all that I like the vintage bags much better! So I’m not sure how they treat you when you actually go to the store but I may be fixing to find out because I bought a pre-loved bucket bag that needs to have the lining replaced so I’m going to call them and ask them if they have that service.
Greetings Autumn----I IMMEDIATELY subscribed to your channel because of this video. Somehow it was sent to me to watch and girl! You are preaching to the choir. I have loved Louis Vuitton since I was a teenager. Now that might be odd because most teenage boys like things other than luggage. However, I grew up an "only child/only grandchild" and my grandparents believed in Education through Travel. They expected me to be sent to their summer home where my grandmother would have been staging a "Summer Adventure." She would send me clippings, little notes, photos----all to see if I could guess where we would be going. The summer I was 14, she had sent in one of the last notes before I flew to their summer home and it was a copy of the LV logo on their trunks. So, naturally I picked PARIS---and was correct!! BUT WAIT! Even better----We went to the Louis Vuitton Home store for me to be measured for my own first trunk. They had 6 trunks 1-6 and then I got one that was for my things in Trunk 7. Since then, I have been an avid lover of all things Vuitton. But like you----lately I have had similar issues when shopping in their stores. My "Home" store has been the Louis Vuitton Boutique inside Neiman Marcus NorthPark Mall for MANY MANY years. However, the last time I bought a bag--a Damier Cobalt Porte-Document Voyage--the manager---who knows me---straight out told me that 95% of his clientele was women's and that I knew more about the men's bags than he did. Quite a dig I thought for someone who generally buys 2 messenger bags a year. I was so stunned at his honesty. But since he told me, I have been calling into LV, N.A. and you are so correct---one person has a TON of information to impart and you call back and it;'s like talking to a brick. Right now, there is a bag in the Monogram Eclipse pattern----but I just don't feel the love that usually comes when you hand over $2500 for a lovely piece of French craftsmanship.So, I've decided to wait. I've been checking out the pre-loved stores and I wanted YOU to know you have found a friend and admirer of your impression----because I see that all the way down here in Neiman Marcus in Texas. But one thing we MUST agree on----there are HUNDREDS of LV boutiques around the world. That brand is SO carefully monitored to make it seem ultra-exclusive when it is VERY NOT exclusive. I am just learning how to VLOG. You might check out a couple of mine. Not quite so gorgeous as yours----but I am learning. Thanks for your preaching to the choir tonight. I agree with you 1,000,000%. PDUB OKC
Wow! Sounds like you had a pretty amazing childhood. I wish I'd been able to travel that much. Many of my students get to travel and I hope they appreciate how fortunate they are. I do agree with you that LV is not so exclusive anymore. They market themselves as exclusive but they do so (at least in the States) to the women of middle America. That is their largest target customer.
I agree with all your points. Thank you. New subie. That wait list scenario is REAL. Just purchased a LV Monogram Alma BB. On 7/20/18 my store in Charlotte, NC stated to me (in person) that according to their system(s) there were only (7) Monogram Alma BB's listed available in the entire country (one was located at your Dallas location) I gave the SA my CC info and within 4 days my Alma BB arrived at my front door (but, from LV in Boca Raton.) *Note one day prior: the LV website had none available, and the online sales agent placed me on a waitlist on my local LV boutique. I had walked into my local boutique only to confirm my place on the waitlist, but yet the SA went an extra step to locate a BB for me. I felt blessed, but wow, what about the waitlisted people before me? Also, I'm not a "preferred " customer. The last time I purchased a LV in store was in 2007 (11 years ago.) An extra side note, though this was only two weeks ago, I cannot remember if I was offered champagne specifically (this was at 11:30am) but, I was offered a beverage and settled for a Canada Dry Ginger Ale. Love your channel. *I teach also, HS ELA.
I agree with everything you said. Especially about preloved and the knock off bags, there’s a market for it BECAUSE they play ridiculous games and place ridiculous prices on bags that are worth around $500. I love your analogy about making your own path 👏🏻👏🏻
Wow! Very informative. I completely agree. I am an older lady. I changed careers after I had two family tragedies but was fortunate to still be able to make certain purchases with saving for them and shopping wisely. There were times I recall going into stores looking "on point:) ", perfect makeup, good jewelry, nice clothes... just so happened a few times I went shopping just in the windows AND was NOT carrying money. There were other times, ( being older now and having had some health issues) I have looked NOT so perfect, BUT had a few thousand dollars cash on me, and been looked at as if I am a bother. I walk out of the store. My money spends anywhere. I think this is a very good example, Autumn, of people valuing their hard earned money and themsleves AND if a business cannot or will not value every individual walking in that door, should we really wish to hand over our hard earned coin to them? Insightful! Thank you, Dear
I wish their employees were trained to be consistent. From what I've heard from the comments on my channel LV has lost a LOT of sales due to the behavior of their sales associates.
I went once to buy my first purse al LV, my boyfriend and I were joking around and they treat us like shit. They ignored us. We end up buying my purse two pairs of sunglasses and a belt. We paid cash. They thought just because we are Mexican and where speaking Spanish inside the store we could not afort. We spend in a day more than what we paid in a month.
My SA used to offer me a beverage every time I was there whether purchasing or not, I even got private viewings. When she went to Tiffany&Co my service changed.
Hi Autumn! Girlfriend you have never lied! Everything I’ve brought so far has been preloved and I’m proud of it. Not to say my purchases are tha bomb! I’m just becoming disappointed in this world in general! It’s not the world, it’s the people in it. Keep making your AMAZING, informative videos. I’m feeling you girl! Keep up the great work💄💪🏾🌹
Love how beautifully you pointed out the loopholes. Marketing is all about 'Customer Obsession' than just about 'making dollars'. If LV is a 'real good brand', they should definitely tackle these concerns before our customer loyalty shifts.
I wanted a Graceful MM, I spent 6 months researching LV and deciding the perfect bag for me and then had to save up to make the purchase. I had a HORRIBLE experience trying to buy through customer support so I found the closest in stock to me and made the 4 hour drive to the ATL Lennox store only to be treated terribly because I chose to wear yoga pants and a pullover for my 8 hour round trip. I was so upset by the time I left with my purse that I was in tears. It ruined the experience for me 😭 I freaking love my purse, however I was so excited for a great experience buying it and the excitement of it which in turn just made me feel like Julia Roberts in Pretty Woman. I was raised very similar to how you were so I already felt awkward being there and like I didn’t belong so to be looked down on and treated so poorly felt terrible!
I've seen the "preference" at every boutique I have been to, apart from the ones inside the Nordstrom flagship.(Because those employees are actually Nordstrom employees). In Seattle, the preference is Asian customers. It seems they are believed to spend more money, and I've had SA's outright abandon me to cater to people that look like their wallets are bursting. Hermes has also profiled me and I haven't returned to a boutique since. Left a bad taste in my mouth.
I agree with what you are saying. I was going to purchase a Neverfull and the fabric felt so thin- on the Graceful it was much softer and thicker. I ended up getting the Siena PM. I also asked about the Mono Neverfull with Pivone ( hot pink) interior and the SA told me they only sell the GM with the pivone interior ( WRONG) and the Mono MM was only with the red or beige!
Customer service being very inconsistent is something I can def confirm. I live in the Netherlands, and there are two LV stores, both in Amsterdam. I went to Amsterdam with my mom, because I wanted a Pochette Apollo for my 17th birthday and LV doesn't do online shopping in the Netherlands. We went to the Louis Vuitton in the Bijenkorf at first (bijenkorf is a department store similar to Saks or NM) and the customer service was appalling. There were only 2 SAs in the whole store, there was a waiting list to get assisted, and after 30 minutes me and my mom left since the queue was still massive and we hated the experience so far (this was my first LV visit btw!) I even thought about getting a portfolio from another brand, but I couldn’t believe simply that the CS is that bad everywhere. We went to the P.C Hooftstraat, and at this store we had the front door opened for us by two ladies, who immediately assisted us and told us where the Men’s section was and that someone would help me immediately there. And yes, we were immediately assisted by a very nice SA who laid out all the Pochettes that matched my criteria in front of me, and asked if we wanted water or coffee (it was in the morning, so he didn’t propose alcohol for obvious reasons) and the pochette I wanted wasn’t in-store, but could be ordered and delivered to my house. That’s what we did, and within a week I had my lovely pochette! The evening on the day the package was delivered I even got a text from the SA asking me if everything had arrived okay and that I could always message him if I had any questions. this major difference between two LV boutiques who aren’t even 2 KM apart from each other really surprised me. I have shopped at Gucci before all over Europe and the 5 or so stores I've visited were all very welcoming and the staff was super nice.
The only thing about buying preloved is that if you don’t have the receipt and didn’t buy from store, they don’t repair know defective product. (Most times) whereas if you bought it from them or have the receipt, they’ll replace the item.
I agree with you, I found myself that the canvas on my vintage items is a little thicker than the new canvas items. I prefer the vintage bags and items over most of the new. Thanks for sharing the info. I called the on line number and order a key holder and they mailed me a mini pochette and charged my card for it, then I called back to confirm my address that's when I was told it was the pochette charged and had to re-order the key holder.
Great video. I feel very lucky to have an LV store in my area that has treated me well since my first purchase. But I’ve had a few experiences elsewhere that were not so good and resulted in online purchases. Kudos for your honesty and I hope that that the brand turns things around.
Hi Autumn, I really enjoy your channel, even love it. Your voice is also pleasant to listen to. Btw, I just can't get one word, you are comparing buying LV from its botique vs P.... (what is the word? It sounds like preloved to me...) Thanks.
The Montreal store refused to send me a pen refill when it says they have free shipping and the pen refill is listed on their website. I called their phone # and was told I had "no purchase history" with the store. I have 6 credit cards and 3 addresses, so do I need to spend 1 hour going through all my cards to get a pen refill? The LV pen refills are german-[made also, fyi.
All good stuff! I’m lucky that they are reasonably nice here in Europe. But back in the states I could feel profiling at its best the second people walked in. I used to be a LV lover and refused to diversify my collections.. however over the last couple of years I’ve been loving other brands such as Gucci, Fendi and Chloe.. I have my staples from LV and I’m set .. Time to literally share the wealth with others. Your video was spot on!! Good work :-) from one Texan to another!!
Yup!! My main reasons are that I can save money and get a new condition bag preloved… And I can get pictures of every little corner of the actual bag I’m getting so there are no surprises when I get it home. That of course is as compared to buying online. I don’t shop in the store because I feel uncomfortable 🤷♀️
I've become more and more comfortable. Nearly ever time I go to the Houston Galleria I visit all three LV stores just to browse and leave. Usually the SA's say hi but leave me alone (which is what I prefer). Sometimes my experiences have been great, sometimes not so much.
Great points you raise. I recently went to my local LV boutique for the first time in years. I wasn't wow'd by the whole experience, but it wasn't terrible. I ended up leaving without buying anything. I have recently gotten into pre-loved LV. You can find some deals, but many people are up-charging for pre-loved because of the lack of availability in store. Or there are those that buy in store and then try to flip it for more, just because there is a long wait list. I refuse to pay more than retail for a bag that is not available - I'd rather sit it out on the waiting list. As for quality, I haven't experienced any problems in my collection. My 8 year old Stresa just started showing signs of canvas cracking, but this is probably because of how I stored it over the years. I got a lot of use out of it, so I'm not bothered. Also SLGs are harder to make than handbags, believe it or not. The process is more intricate, so I'm not surprised that some of the smaller items are hard to get, given the demand.
Liked your video. I do agree with you about the quality. I have a keepall that I purchased in 1984 went to the store in the Galleria to purchase a smaller one and could definitely tell the difference in the quality of the canvas. My bag has been all over and checked in and been mishandled by airlines and is still in great shape. I have had offers to buy it but am hanging on to it still has several good years left.
I totally agree, my grandma bought me a full set of luggage for my 18th 24 years ago. Included was a passport cover and a wallet, the wallet was stolen 3 years ago and I replaced it with the same wallet and guess what? I have already had to replace it! My passport cover is still going strong so from my experience the quality has definitely gone down.. I don’t buy it anymore or go into the stores and of my luggage all I use is my cruiser bag because it’s practical and my sac plat when travelling as it takes a few books an iPad and magazines, I was looking at replacing my sac plat but when Angelina Jolie was seen carrying one around a few years ago they became very popular and all of a sudden no longer available? Louis Vuitton is now just common. I recently discovered a very nice Italian brand called Barantani they make beautiful discreet and high quality leather bags and luggage really worth a look at if quality and good design is your thing.
ThankYou, my collection of Louis Vuitton is I guess impressive but I only have it on default. I didn’t really earn it although I appreciate it as I believe it was probably given to me at the last point Louis Vuitton represented true quality and a sense of exclusivity. I have noted that the individual pieces with leather embellishments pre 2000’s seem to age with a beautiful honey type colour where as newer pieces remain a kind white ageing into a dull brown. A friend of mine who works in the LV store in Collins Street Melbourne, Victoria Australia, told me that they have made the leather age differently to appeal to the Asian market as they don’t really like the honey stained look of the leather. Looking at various pieces that I have received /purchased over the years, my pieces from 24 years ago were all made in France, from 10 years ago were made in Spain and from the last 5 years no place of manufacture? My mother was visiting today and she had a new Noe to replace the one she purchased in 1977 and was rather disappointed with the quality.. I think it says it all really. I’m fortunate enough to have a trunk from my great grandfather in the original Damier circa 1910 (I use it as coffee table) and an original cruiser bag in cream canvas that was my great grandmothers ( She kept shoes in it, I use to house my Gucci loafers, story for another day)... I’ve made a conscious decision that I will only shop from true bespoke producers. My mantra is now quality over brand over price... keep up the videos and I wish you all the best of luck. 😉☺️
Enjoyed your vid. My SA experience was delightful. I was treated very well and requested to see and handle various bags before deciding. I love LV and other design houses. I also don’t tolerate disrespect. I definitely give respect and am kind. Sorry to read about all the negative experiences in this thread. Every company will have associates who don’t meet the expected bar.
What’s the best site for preloved? I purchased my first lv recently and I would like to purchase a smaller one. Just nervous about authenticity. Thanks!
In Barcelona LV store, I was helped right away and was also offered champagne (not by the SA but from another employee). At this point, I was only looking at different bags and would have no clue if I would buy anything. When in NYC 5 Ave store, I’ve never been offered a beverage. In London Heathrow store, I asked for champagne because I wanted my husband to not feel bored and left out. My SA was able to keep our spirits lifted. 😊 Cheers!
Hi! I’m a new subscriber and I’m catching up on your videos! I find you so calming and informative. I have been wanting a bag for awhile and I am extremely hesitant to go into a store! From some of the reviews and stories where I live(Columbus, Ohio) customers are treated extremely poorly and are made to feel like they don’t belong and have no business stepping into the store! Sad but true! I’m not rich, but do have a nice lifestyle. I find it extremely rude for their employees to treat customers that way! I’m sure there are other locations that don’t treat customers like that. As much as I would like a bag it’s really deterring me which is unfortunate! This is just how I feel and my opinion. I’m happy for others who have had a good experience. Sorry for the ramble and thanks for listening! 😊
If you are ready to buy something or just want to browse please don't let the reviews deter. My experiences are mixed at the Houston store. Some of the associates are very friendly and attentive, others seem to want to rush through a transaction. Hopefully you'll have a good experience with your first associate but if not just go a different day or different time of day and try someone else. You'll find someone you like and you can stick with them for purchases. Maybe check the reviews for the names of a few good associates and ask for them when you go in. That's not unusual because many people shop with the same associates repeatedly. Ultimately, just remember that these high end boutiques are really just a store like every other store. You belong there as much as anyone else so try not to feel intimidated or hesitant. :)
Years ago I was at the forum shops in Cesar’s Palace in Vegas and was there to purchase my first LV piece. Nobody wanted to help me (think Pretty Woman). So, I went and dropped the $1k across the way at Coach (who treated me like royalty) My husband refused for years to entertain LV & one day we walked into the boutique here in Austin - with no intent to purchase- and they treated us so well, he bought me my neverfull 💕 He still won’t go into any other LV store.
This video is spot on and I love it. Continue to provide us your authentic prospective on the luxe things we love. I enjoy each and every one of your videos.
You have a good point on quality. I have seen reviews of girls saying they can see the lining through the canvas. The canvas used to be so thick. At $1500 and way up, this is not target. Or even Coach. The expectation at this price range should be impeccable quality.
Omg gurl! Same experience here! I used to buy LV it’s just that the attitude is there with their sales associates, here in Perth au.... that’s why I chose to change my brand to Chanel, I’ve never felt good whenever I come to Chanel I %100 agree on your video! Your video should go viral
This is a great and very informative video. I agree with your points, especially on the unavailability of items. The waiting list is silly too. There is nothing I want that much that I would be put on a waiting list. If what I want is not available...on to the next store!
Me too, mostly. I did get on the pre-order list for the penguin bag charm last fall but it's rare that there's a piece I feel that strongly about having. (I used to volunteer raising some penguins.)
I agree with your entire vid. I am looking to purchase a new bag for Christmas but I am afraid to go into a store now hearing everywhere about how rude the sales associates can be. I am even hesitant to bring in my Saumur 30 to get new vachetta replacement. I haven’t brought a new Vuitton piece in a while, I’ve been buying pre-loved. I am afraid of being turned off the brand by a bad experience at the stores.
The experiences are very mixed. Most of the time I have great experiences but sometimes they are less than stellar. Give it a shot. It's a shame we never know what to expect from these stores and that it makes us apprehensive to even enter.
I got myself a 1984 bag and the quality compared to my newer items is out of this world! My wallet is 15 years old and I have used it everyday for that time and it’s barely got a scratch on it but my newer pieces don’t fair as well.
Also I had a pretty woman moment at the store when I had finally worked up the courage to go in and buy a bag.... first time I walked in there was only Asian SA’s and not one of them even looked sideways at me.... I had to go back another time before someone finally asked to help me and she got my sale! Problem is now their service is SO SO over the top I would liken it to stalking! I tried to take my 8 year old into a boutique for a look (she is incredibly well behaved) and they stalk me and continually ask me questions and offer me assistance... which shouldn’t be an issue but I feel like I don’t get enough space to look at or contemplate and item.... I end up just walking out and buying online!
I totally agree! I purchased lv online and I received last monday but I was surprised the canvas so thin! And right away I decided to return it so I called them and said by next day the ups gonna collect it but was waiting all day didn't come to collect so i called up again and said don't know why and just yesterday ups emailed me that they are going to collect i thought today but still didn't come
I bought neonoe last year. Once I saw online and I bought it. When I got the bag I asked them about the warranty repair glazing because I heard few people told me about the glazing will tears because of the thin glazing they make. And the sales told me that they fix it. I used my bag few months and see the corner of the bag's glazing tears a very tiny bit and I ask them about this problem. The sales told me that they need to send back to fix it. But after few weeks I just got a call said my bag is defect can not be fix. I was so confuse, they can repair 10-30 years bag how come they can not fix the new bag and only about the glazing tears. I asked them to replace the bag for me and they said they can't, they can see which store has the bag but they don't transfer from other store. I don't get the point, SA can transfer bag even from other states how come can not do the same on my case. They only offer me store credit but without tax. I looked for store by stores and finally found one at Macy's but they don't accept store credit from boutique. The SA manager didn't told me about this at all when she gave me store credit. I working with them about 2 months and still not getting my bag. I asked my friend who shop with LV store for long time and she called LV department about my case and I got a new bag without pay extra. So I don't know how they treat people like that and said different story. I don't know is because what I was dress up or look like a dumb.
Completely agree with all that you have said: If there is a high demand, you make more of the product- to me THAT is how you thrive in business. I love the look of LV merchandise but with all the horror stories about less-than quality, I'm doubtful that I'll waste my time or money on the brand - especially knowing the company wouldn't care about me as a consumer AT ALL and give me attitude. lol If I'm wasting my money on a black hole to put all my junk in, you WILL respect me and I expect a lifetime warranty on these items! I need to know that for 3-4k$, if something goes sour, I can come in and you will fix it or replace it. Personal opinion, of course. xx
You are so right. The replacement monogram strap is always out of stock. I DONT want to pay their games either so I just brought a replica. I shouldn’t have to jump through hoops to pay $400 for a piece of coated canvas. Omg. Who is so desperate for a Hermès to play their games. Not me. And I can afford to buy loads of them. Sad people, sad!
You have made strong points. And I agree. I believe that Chanel has also followed this model. I have purchased more designer purses and new designer shoes in the past 2 yrs from the pre loved market than I would have ever predicted . And I am pleased with my purchases. Thanks for sharing.
Great video Autumn! First video of yours I have seen & cannot agree with you more! Now I am going to watch more of your videos! Have a great day! 👍👍👍😘😘😘
10:13 exactly! Finally someone explained the whole thing such a GREAT way. Thnx for this, I watch your vids a long time but this exact video, and this exact comment made me subscribe - and hit the notification bell 😃
Thank you for this review!!!!! You are right on!!!! Luckily I ordered over the Internet and all my bags I love! I’m actually scared to go into the store because of the horror stories!
Don't be scared of the store. They're not all bad experiences. I'm scared to order online because I've heard so many horror stories. Looks like it's a toss up either way.
This was a great video, Autumn! I have mixed feelings about folks going to outside sellers and vendors instead of going to the retailer proper. But you make a great case for shopping pre-loved over Louis Vuitton retail. If the quality of their product is declining, then I certainly agree that no one should be rewarding them by giving them business. I was of the mindset that the retailer is the only ethical place to get a particular brand but it sounds like Louis Vuitton is dumbing itself down while expecting its customers to just put up with it. This will definitely make me think twice about scrimping and saving for any of their goods!
Oh, there's definitely nothing wrong or unethical about 3rd party sellers. As long as you're buying authentic then the item was originally purchased from the designer's boutique so they already have the money they wanted for it. There are many, many advantages to buying preloved. I'm glad this video has you thinking differently about it.
I totally understand and agree, I have to say bags and quality are just not made the same at all. I sold my LV speedy 25 and I regret it. I bought it from the LV boutique 10 years ago. The quality was impeccable. Good video, thank you.
I just purchased a montsouris backpack from the Charlotte NC LV store. My SA couldn’t have been nicer and I’m sure he didn’t think we were purchasing. We stopped in to inquire about a repair and just started looking around. There were no monogram pieces on display but he pulled out some Speedy’s when I asked to see them. He was so patient with me and showed me about 10 different handbags and the last one was the montsouris. I wasn’t given champagne but I wasn’t treated like dirt. Just good customer service and the bag quality was amazing. I think it depends on the store and employees. I’ve never had a bad experience and I own 5 LV bags.
I agree! I didn't even know that some customers got champagne. I've been a customer since 2002, you would think that loyalty would be rewarded. Other stores will at least say thank you for being a loyal customer.
I wish you were wrong, but unfortunately that's the nasty road LV got on and you articulated so well the points that a lot of us have been feeling. Thanks for posting!
The newer models, like the pochette metis and the favorite, are so “soft”. I expected the canvas to be more structured but over time they get softer. My sienna got “softer” just sitting on my shelf since I do not use it so much for fear of ruining it before it turns a year old.
I agree with you. Luckily I have been fortunate at my LV store in Portland Oregon, I sometimes would go after work in scrubs and the manager always treated me like a friend, only 1 SA was snooty but they quickly came around seeing I was a regular customer but still that does apply to your topic!
I have never been inside of a Louis Vuitton store, but I just recently purchased a brand new Hermes scarf directly from the boutique in the city close to me. I walked in half drenched from the rain with my raincoat, rubber boots, messy hair, and Fossil crossbody (no hate against Fossil here, I love that bag, but I was among people shopping with Birkins underneath their arms). A sales clerk was busy but could see that I was clearly interested in browsing the scarf selection. She was friendly enough and called down another sales associate, who came out about 10 mins later. I could feel him giving me the eyeball up and down, but pressed on anyways assuring him what kind of silk scarf I was looking for - 90x90, something with red or pink, and that is unique yet dynamic. Long story short - the clerk's tune did naturally change when I pointed out the one I wanted and confirmed that I would take it straight away. My disheveled, soggy self walked proudly out of the store with a bright orange bag, and I know I received some quizzical looks along the way!
I've been in Hermes a few times (twice in NYC, once in Houston) just for scarves and they've always been nice. I've never inquired about a Birkin or Kelly, though. I see people dressed all sorts of ways in LV.
Thank you for doing such a great video on this subject! For over a year now, I have refused to buy anything LV from the boutique for all the reasons you have said. I really hope they get their s**t together real soon.
The point you brought up about how people are treated is so true. My husband dropped my saleya off for a zipper repair. When he picked it up a couple months later he was in work clothes and all dirty from work... They barely let him in the store.. They acted like he didnt belong there. He said the employees were shocked when he bought me a matching wallet. He then lectured them about how you cannot judge how much money people have based on their clothing!
YES! This happened to me. I called my local store in Nashville and asked to purchase a luggage tag and they refused to sell me one saying it was a "repair" item and it only comes with pieces that have them and if you aren't on the computer as to have bought that item I can't sell you one. I called the bloomingdales store in north miami and the wonderful manager said yes of course I can order you one and went as far as texting me pictures of different ones and I ended up buying two. She was also successful in finding me the sold out summer trunks cosmetic bag. I will only buy from this store. Since I am in Tn I buy over the phone. I was always so intimidated by these snooty sales associates but I tell you she was the sweetest most down to earth person I have ever met. She has my business now. She definitely went above and beyond for me and that speaks volumes.
Like I said, it’s not the world/business it’s the people running it!
Why can't every store and every SA be like that. They should be trained to be like that. I'm glad you found someone awesome to work with.
Yes!
I don't understand If i am willing to pay for something why can't you just sell it to me? I had purchased several preloved luggage tags that I wasn't satisfied with and had to return them all, either they be too dark on patina or one was not authentic. I was like "why can't you just sell me one". Not sure why certain stores do things differently than others. Don't they all have the same training? Interesting...
I have a crazy!!! Luggage tag story.. it's honestly.. just down out disgusting. but I do work with a great SA now, and corporate wants LV to sell the luggage tags are replacements for customers who have bags with them, which to me is bonkers!! and some associates think its also bonkers, that's why we get the inconsistency! SIGH Goodluck hun, i am happy you fun a nice SA.
Autumn: I totally agreed with this video! I recently bought a Speedy 25 Damier Azur - it arrived damaged, zipper on the pocket was opened, lock was loose. Looked like someone had returned it! It had thin canvas; and was dented on each end. I just contacted CS, sent photos, and received my refund. Stopped buying my only LV Store because SA never contacted me for requested items. I have been buying on the resale market for 5 years! Love the Japanese sellers on EBay! Thank you, Pat
I've just always found it puzzling how sales associates working at a store...in a mall...judging people on how much money THEY have and treating them accordingly. 🤔
It’s not a smart move to judge. Millionaire don’t often dress to impress. In sales you won’t last long or prosper by stereotyping. My biggest sales have come from pocket-heavy🤑 jeans and hoodies who are quiet and unassuming.
I think it’s not only this store who does customer profiling based on their appearances when they come in. They should get educated that not all rich people wear bling blings and tons of make ups😂
I’ve only ever bought one Louis Vuitton bag. I bought the Monogram Never Full at the flagship store in Paris on the Champs Elysee and I couldn’t have been happier with my experience. The store was packed. I was clearly a tourist with my kids in tow. No matter. Endless patience with showing me other bags. Champagne for my husband and I and orange juice in flutes for my children. The SA was charming. Gave me his card fir future purchases or queries. I loved it. Not sure if I will ever buy another one as I’m trying to be very mindful of acquiring too much ‘stuff’ but if so I wouldn’t hesitate to buy in Paris. I’ve also had very good service when just browsing in the Cape Town store. So I hope to keep all my experiences positive. 😊. Great channel. I enjoy your videos.
My husband and I went in to a LV store located at the mall near my home in N. California. We were in the store for 30 min. I found a bag I loved and wanted to look at it. My husband has $10k in his pocket. Not one person asked us if we needed help. 30 min. Not one! Fast forward to 3 weeks ago. We go into a LV on the Vegas strip. There are several in the casinos. We went to the one located in Caesars and 3 people asked us if we needed assistance. They showed us several bags, looked for certain items for us and were fantastic! Maybe it’s because there is more “competition” on the Vegas strip, but the experiences were completely opposite!
I once went in the LV store in Natick MA. I was completely ignored and nobody else was in there! I wanted the bucket bag that I saw a woman carry on a reality tv show. I loved that bag. But being ignored turned me off from LV. I was in LV in Las Vegas with my niece and they asked if we needed help a few times. We looked but didn't buy. She didn't buy because it's too expensive. I refuse to buy after my experience in Natick.
I live in Vegas and they are usually pretty good about greeting you and everything here. Next time visit the one at the Crystals mall by the Aria. They are really nice, especially my SA "Christine"!
If they are trying to limit themselves....fine. ..but being a limited bran should mean better quality
Exactly.
Bling Love i
Vis-a-vis the thing with Hermes, I totally agree! I know that it’s a hyper-exclusive luxury brand, and I get that, but I’m still entitled to my opinion. I just feel like their practice of “offering” to let you buy a bag is so incredibly degrading. Yeah, sure, I’d love to GROVEL so that I can pay you $10,000 for a piece of leather.
Exactly.
I agree completely!
I agree their customer service is almost like they want you to feel uncomfortable and unwelcome in the store. My boyfriend went in to the brand new store in our local mall after work to buy me a gift for our anniversary in his work clothes (he is a auto body technician) and they would not let him in the store. He could afford to buy any item they sell but the they wouldn’t let him in. He refuses to ever buy anything there again.
Wait seriously? They can just refuse to let someone enter? That sounds beyond absurd
I went to a LV store in Toronto with my friend and her 3 boys. We were wearing runners and oh boy! We were being followed in every corner of the store!!! My friend own a business and I have a good paying job. We left without buying anything.
So true and I recently experienced it in Barcelona. The sale associate offered wine to only certain customers but refused to help or at least find someone to help me. Guess what? I just walked out and went to the Gucci store instead
I am in total agreement with what you just posted on here. I have purchased my very first Louis Vuitton from Saks in MD and I live in Ky. My whole experience was horrible if you want to know the truth. I was never informed about "hot stamping" and I watched your video or one around the same time and realized I could get my luggage tag hot stamped for no additional cost. I called back to the store and no one ever answered the phone. I tried on and off for 4 hours! I tried again the next day. I called back again and asked for a manager of the store and she said she would go down to the Louis Vuitton section and see why no one was answering the phone. Needless to say I got a less than happy person who had to tell me there were other customers and they were busy! Well I'm a customer and I've already spent my 1600.00 and I would like my luggage tag hot stamped before they mail it out to me. He was short with me, passed me off to someone else and then that person said they were the one who will be doing the work. Took my info, and needless to say my package arrived and the tag was not hot stamped. I called back again. Guess what? It required another call to customer service to answer the phone. I got the same man again. He said he would send me out a new tag, free of charge and to keep the first one as a gift. Yeah, no problem. Well, my box that the bag comes in, you know that coveted Louis Vuitton box that we all love?, was torn across the back. REALLY? You didn't notice that when you shipped it out to me? I got a survey in my email because I started at the Louis Vuitton website for my purchase and I ended up getting the 6 key purse hot stamped as well. I filled out the survey and told them I was less than happy with my very first purchase at age 60 and that I thought I was treated like I stole the bag! I was not told of hot stamping or customizing a bag or any additional help. They treated me like I was a bother. Well I got a phone call from the Manager of Louis Vuitton in the Saks store and he asked me if I wanted him to send me a new box for my purse. I told him no it wasn't necessary as it should of been done in the beginning. He said I am the one who sent you the free luggage tag. I said, thanks. I feel so less than willing to buy from them again because of the service I received, that I believe the women who work hard for their money will soon be finding someone or something else to spend it on. So disheartened by it all.
Ugh. I'm sorry you had such a bad experience. It was very nice of that manager to send you a free luggage tag. Those are hard to come by these days. I don't understand how they could send a torn box. Surely someone noticed that. Ridiculous.
Dang what a wake up call for myself and the brand. Legit put LV on blast and I like it because they are valid points that I noticed but never actually say aloud. Shoot can I send this video to corporate and my closest store? Standing ovation for you madam.
Great video thanks :)) What items cost less at the store than pre loved??
You brought up some valid points regarding LV’s customer service/experience inconsistencies. I enjoyed this video! TFS
Thank you. :)
One day we decided to go to Louis Vuitton spontaneously. I was in my sundress because we have been playing in the backyard with my kids all Saturday morning. When I got to the boutique with my brand new Louis Vuitton I bought from that boutique, they questioned if my bag was authentic or not before entering the store. I was so embarrassed because they made it very rude statement in front of half a dozen people. After I walked into the store to purchase a brand new strap for my speedy bandolier and I mentioned it to my SA, she then blocked my cell number a few days later. I now purchase through the website and I will not go back to the store.
Well said.... thank you for speaking for many of us who feel this way. So many businesses have forgotten the simple rule of “without customers, you have no business”.
Exactly. I think they'll always have customers, though, no matter their quality. :(
You were able to articulate very well what many have also observed or gone thru. I just recently started watching your channel and quite frankly I share the same sentiment. LV needs to change their attitude and mission statement to support buyers to reflect the brand that has been around for so long. Doing so will not only attract new interests but also provide a long lasting reflection of their products which are not always easy on the wallet. I could go on and on and on as far as what they need to so ao I'll limit it to the few below.
- Improve current quality. This has gone down over the years. US items sea not appear to be the same quality as the ones made in France or Italy over the past 2 decades.
- There needs to be quality control highly enforced in the factories. It should never be quantity over quality. Customer Service also needs attention. It matters who you hire. They must be equipped to handle the job consistently. Snooty attitudes and evasive answers to questions or concerns are a big turn off. Train your people well so expectations, accuracy, and consistency are met across the board.
- Welcome new and all customers by making them feel valued. You are a multi-billion luxury brand because of your customers. Listen to your customers and take note of their concerns then take action to improve. Ask yourself frequently how to sustain a brand with history and how you impacted that success for the next generation. Reevaluate the core principles of your products. Luxury doesn't always need to mean very expensive items.
The tea was spilled! Haha! Love this so much! Couldn't agree more actually.. i think it's so silly for LV to limit canvas pieces in their boutiques.. especially because they are essentially secured sales. They know people are always guaranteed to buy those pieces so why would they try to limit that? Give the people what they want. Preloved is the way to go for me, not only for financial reasons but also because of what you mentioned in the vid. Great!
I've even heard of it referred to as a canvas "shortage." There's no such thing as a shortage on canvas!
My aunt (family friend) is a purse collector for about a decade I believe, and she is an online reseller for pre-owned designer purses. Since the time that I had learned about her online business, she has taught me a lot about designer brands and now I’m very fascinated. 😂 I can help it but I find myself pointing out different brands that I see in my head.
I love how real you are!! I’m trying to decide on my first lv bag and ended up binging your videos.
It has been several years since I've purchased from the usual suspects because their prices have gone up as their quality has gone down. I've found that I can get much more interesting, well designed bags that are higher quality for much less from smaller companies and independent designers. I also feel I'm getting a more individual look and don't see my bag on every other person walking by. Full disclosure I'm a fine jewelry designer who recently started designing my own bags that are hand made from Italian leather for this very reason. High quality bags don't have to be as expensive as they have become, and it's very difficult to keep quality high when the production runs are so huge.
I agree.
The usual suspects lol!
I am not an LV person. But I own a prada and a couple of coaches. I cannot believe that my coach pebble leather is so much thicker and sturdier than my prada saffiano considering that my prada is 10 times higher in price than my coach pebble. I cannot speak the same for MK because I think MK's quality is meh (mentioning MK here because it's contemporary like coach) but yeah, it's just crazy.
Jill Maurer I'm sure I watched your video on the backpack this week. I must say it was so well designed and would fit well with many outfits. Congratulations on creating such a practical and stylish piece!
I personally just got my first item ever from Vuitton. I got a belt in the demier azur print that my boyfriend bought as a gift. And let me say I was terrified going into the store as a Hispanic woman. Thankfully I was treated very nicely during the purchase. However, my belt did not fit perfectly and my SA lies saying they could punch additional holes. When I messaged her about the fact that I went back to the store to get the holes punched and they said they couldn’t do it she ghosted me and never got back to me. I don’t know if I should contact anyone about this because had she punched holes in the belt she would have ruined it.
You are so right. They’re portraying that we should be so lucky to get an LV bag - how about THEY should be so lucky we want to spend our money on their bags. I can’t even imagine how much it costs them to make 1 bag and the markup is probably disgusting. Yet we’re supposed to crawl to them and get on wait lists for items that made them famous.
Interesting. But i think some of the concerns about the fashion houses not meeting production are real. The demand for products has increased dramatically, i would rather they try to maintain quality vs reducing quality just to meet production. Already we are complaining about quality so to me i feel like Vuitton and Hermès have shot themselves in the foot. Otherwise i don’t mind their business practices, lots of companies fizzle out by being too big & over saturation, look how hard coach has had to fight to make a comeback!! There will always be purses to buy!
I know LV has been opening new factories to help meet demand. They just opened one in Texas! I question how well the people working the factories are trained in classic LV quality and standards.
Agree with you and in contrast, there are plenty of other brands that consistently offer better service. My favorite is Burberry. They have never let me down and I have shopped in their Amsterdam, Frankfurt, London, Toronto, New York and San Francisco locations. Literally not once was let down, even when my visit did not result in a sale, and most times I’m dressed like I’m a college student. That’s gotta speak volumes to how SAs are trained about facing customers.
Oh my gosh! Your walking path analogy is SPOT ON. Great video, well reasoned and respectfully delivered. Thank you for expressing what many of us think but couldn’t articulate.
Thank you. I didn't come up with that analogy but it's stuck with me since I heard it.
Totally agree with not playing games, reminds me of the classic scene in Pretty Woman.
Me, too. :)
They work there they don't own the store but they sure act like they do so Superior and put their nose down on everybody I called them one time to ask about the cell that code on the bed and they told me I don't need to know that it's for them to know it's my bag I paid the money why can't I know attitude attitude attitude
Sorry date code
I just went to LV boutique yesterday and was treated wonderfully by Staff and Managers. I didn't even buy a thing. Brought with me a beautiful pre loved bag and had my tag stamped for free with receipt. I was just wearing normal summer clothes. The manager introduced me to some of the new releases, gave me a short history lesson about my bag and Staff offered me a drink...just Wow! They also took my details and included me in their system. I would definitely purchase a new LV in the future not just because of the brand but of the people behind it. Sad to know you had a bad experience with them.
Yup! Canvas is different and cracks easily. I have the same bag in old and new versions and the the new is cracked after a year and 10 year old same bag has nothing and feels thicker.
I AGREE WITH EVERYTHING THAT YOU ARE SAYING ABOUT LOUIS VUITTON, THINGS WITH THEM HAVE CHANGED AND IT'S NOT ALL GOOD, SUCH A GREAT VIDEO THANKS SO MUCH FOR SHARING
Thank you. :)
Well said and so true. Thank you
Because of the quality issues, I do hesitate to buy from the boutique... especially since the prices have got up quite a bit too.
EMBARRASSING, HORRIBLE THEY SHOULD BE ASHAMED. THEY NEED TO BE REMINDED NOT TO FORGET THAT EVEN IF CUSTOMERS DON'T BUY ARE JUST INTERESTED IN LOOKING, TREAT THEM WITH DIGNITY AND RESPECT. LOUIE VUITTON EMPLOYEES FROM EVERY DEPARTMENT NEED NOT TO FORGET THAT WITHOUT CUSTOMERS THEY DONT BRING A PAYCHECK HOME. PEOPLE CAN WALK INTO THE STORE AND DECIDE TO JUST LOOK, NOTHING WRONG ABOUT THAT. FOR SUCH A HIGH END STORE CUSTOMERS SERVICE NEEDS TO BE ABOVE AND BEYOND, NO EXCUSES!!! INVEST IN A EXTREME TRAINNING PROGRAM FOR THIS NARROW MINDED EMPLOYEES. LEARN TO TREAT PEOPLE WITH RESPECT. # ONE!!!! RULE.
can we make this go viral to where someone in LV gets it and maybe they take action maybe they just don’t care because people tend to buy into the brand regardless, all the same should go viral! 😭
It’s a pity you have had so many bad experiences at Vuitton... I was offered champagne and expresso and when I told the SA that was my first purchase with them she took me on a tour... I see your concerns regarding quality but the thinner canvas also allows for sleeker designs, I personally like the quality and feel of the products I got. Will it last a lifetime? Definitely not, but I am ok with that because I would wear the same bag for so long. Regarding the limitation on certain designs you said it all right, they are limiting access as an attempt to regain exclusivity, well I wanted a specific design and the SA was glad to order it for me and a couple of weeks later had it delivered to me... they have hundreds of stores and handcrafting bags for all of them is sort of complex, me myself like the fact that I am getting such an exclusive product that demands my flexibility... it’s in fact what makes it so luxurious... now people don’t buy fakes because they don’t like the service they just buy what they can afford, and from what I know I prefer to give money to the company that developed it all and supports craftsmanship rather the slaving companies god knows where. Maybe that’s my opinion because I don’t shop so often as you, I am a teacher too.
This was so well-said. I hope the people in charge of these companies are listening. My largest complaint is the decline in quality as well. I understand the executives' decision to limit the supply (to keep the luxury and exclusivity appeal of the product), but with this train of thought, wouldn't they look to increase the quality of the product as well? Using a brass coating instead of brass is a cheap and, frankly, a penny-pinching approach to creating a product that is better suited to a big box store than to a French boutique. Mr. Vuitton came to such acclaim as the producer of luggage that was indestructible. I wonder what he would have to say about the changes that have happened to his original (brilliant) creation?!
I agree as well. I walked in and purchased a mini pochette and they just got it in...while people on the waitlist at a second store down the street have been waiting since January - check out my unboxing video about it!
Will do!
Great stuff! Thank you for the ‘heads up!’ Very soon I will be buying my very first LV and I’ll make certain to come back to this video and tell you how it went.
How exciting for you!
I was nervous about going to the LV boutique, on my first trip. However, I have only wonderful things to say about the Natick, MA store. If anyone is in the area I highly recommend you visit!
That being said, I have heard of many of the things you mentioned, and I agree, I don’t play games with my money. I will do without, or find another way, if that’s the case.
I'm glad you've had good experiences at your store. :)
Hi Autumn: I see your point, but at the same time, luxury retailers have to play a difficult game of balancing who owns their products. Louis Vuitton risks ending up like Coach if they continue on the same path. Luxury is meant to be exclusive. And yes, it does discriminate based on income level. But that's just the culture we live in. I'm not rich/wealthy/well-off, but I'm turned off by the Louis Vuitton brand because I see just about everyone wearing it. It's no longer special.
Thank you. :)
I think if they are upset about everyone wearing it, they should have better control over the fake market. Everyone that is "wearing it" is very likely to be carrying a fake one, rather than a pre-loved. Just check online, $200 LV, Balenciaga, Louboutins, Valentino, Givenchy, Prada, etc. $200 is all it takes to own something that looks over 80% like the original (I'm not saying that 200 is a small amount of money but compare to the original or even preloved --- how often can you find a good high end vintage leather purse for $200?) and people buy them! I don't think it's the fault of the preloved. I think it's the fault of fake markets. I remember being in this country I won't mention - everyone was running around with a lambskin chanel flap but I would say most of them were rocking a 200 dollar fake one -- not a preloved! ( I ASKED!) That makes the flap look cheap and common but again, it's the fault of the fake market, not the preloved. They want to promote exclusivity--- then take better care of the fake market! or make something of extraordinary quality like hermes. How many replica companies can fake an albino crocodile birkin?
I like Coach. Over saturated or not they've never disrespected me
I dislike when people think that only the wealthy should enjoy luxury items. If someone have the money to purchase the item, let them.
So with you about hermes, their game is so lame
I agree with you. I was recently in a Gucci store in Cannes France and wanted a bag for a special birthday and the SAs were helping people with LVs, but no one would help me I guess because I had my Kate Spade bag on. I came back home and looked at Neiman's and Bloomingdales and they were VERY helpful. In fact when I found the bag I wanted at Neiman's, they not only complimented my Spade bag, they talked to me for a good bit. So I went to the Gucci store in the same mall, and didn't see the model I wanted (just got stares). So my friend and I went to Bloomingdales across the street and they were also very nice. I asked about the model I wanted and they girl told me that was exclusive to Neiman's and I should go back and get it (yes i did!). Now that's customer service and I will go back to Bloomingdales and buy a bag from them because they were so nice. Ignore the haters. I love your channel. Your videos have been very helpful to me. I don't care for LVs but I have a friend that does and I'm trying to sell an Evora MM for her. It's too big for her now. I like the more colorful bags, I would buy a preloved LV if I found the right one. I have been scared previously but your videos help. Like you I have bought some fake LVs on vacation but I have gotten rid of them now too. Keep up the good work!
I bought four LV bags 13 years ago. They are still in excellent condition. I had great experiences shopping then.
I'm shocked to see how things have changed! With all that I've been reading about the decline in quality in high end bags, I'll cherish bags even more now!
Yes, the quality decline is a shame, for sure.
I spent eternities begging LV to sell me a Toiletry 26. I was in there so many times it was not a joke. I would have understood the shortage if I had been trying to get a limited edition item, but surely a Toiletry 26 is basic?! I get that sometimes even a basic item can sell out, but this was a long-term shortage and I cannot help but wonder why it was (still is, I believe) in short supply. In the end, I gave up and opted for two High Street pouches at a fraction of the price. I have had no cause to regret it. Now I only buy LV second hand. I cannot cope with the tarra-diddle-dee-dee and the fake shortages. It bores me!
Love the facts you bring up. My only Authentic was pre loved. I also have 2 reps that are high quality that I actually like better. I carried my Authentic for a year and the whole time I stress on something happening to it. I've never been inside a LV store, but would love to go in and see how they treat me.. FYI I would never walk in with a rep, as I am sure they will throw me out.
Insightful and useful tips. It’s time LV and other high end luxury brands step off their pedestals and start showing respect to the people who spend their hard earned money to purchase their products. This video is an eye opener for those who are new to the “ boutique or preloved”purchasing experience.
I haven’t had bad customer service but I have had items that have different qualities. For example, I noticed that the canvases aren’t consistent in terms of color. The brass hardware are also not consistent. Chains are becoming less dense and thinner if that makes sense. I can have two of the same items and they’re different in quality. Older canvases seems sturdier but newer canvases seems flimsy. Maybe that’s just me and my items. Do any of you have this experience?
All of what you said is true, yes.
All good points. I started buying LV in December 2015/ January 2016 and I am already done with them. I shop strictly online mostly directly from them and sometimes from fashionphile and wonder how I will be treated when I will eventually visit their store to fix my key holder and pochette metis. I sometimes feel like selling all my LV and stick to my coach collection
I hope they do the right thing.
I’ll never be able to purchase directly from Louis Vuitton. But I’m having a lot of fun searching for bags in the pre-loved market besides all that I like the vintage bags much better! So I’m not sure how they treat you when you actually go to the store but I may be fixing to find out because I bought a pre-loved bucket bag that needs to have the lining replaced so I’m going to call them and ask them if they have that service.
Greetings Autumn----I IMMEDIATELY subscribed to your channel because of this video. Somehow it was sent to me to watch and girl! You are preaching to the choir. I have loved Louis Vuitton since I was a teenager. Now that might be odd because most teenage boys like things other than luggage. However, I grew up an "only child/only grandchild" and my grandparents believed in Education through Travel. They expected me to be sent to their summer home where my grandmother would have been staging a "Summer Adventure." She would send me clippings, little notes, photos----all to see if I could guess where we would be going. The summer I was 14, she had sent in one of the last notes before I flew to their summer home and it was a copy of the LV logo on their trunks. So, naturally I picked PARIS---and was correct!! BUT WAIT! Even better----We went to the Louis Vuitton Home store for me to be measured for my own first trunk. They had 6 trunks 1-6 and then I got one that was for my things in Trunk 7. Since then, I have been an avid lover of all things Vuitton. But like you----lately I have had similar issues when shopping in their stores. My "Home" store has been the Louis Vuitton Boutique inside Neiman Marcus NorthPark Mall for MANY MANY years. However, the last time I bought a bag--a Damier Cobalt Porte-Document Voyage--the manager---who knows me---straight out told me that 95% of his clientele was women's and that I knew more about the men's bags than he did. Quite a dig I thought for someone who generally buys 2 messenger bags a year. I was so stunned at his honesty. But since he told me, I have been calling into LV, N.A. and you are so correct---one person has a TON of information to impart and you call back and it;'s like talking to a brick. Right now, there is a bag in the Monogram Eclipse pattern----but I just don't feel the love that usually comes when you hand over $2500 for a lovely piece of French craftsmanship.So, I've decided to wait. I've been checking out the pre-loved stores and I wanted YOU to know you have found a friend and admirer of your impression----because I see that all the way down here in Neiman Marcus in Texas. But one thing we MUST agree on----there are HUNDREDS of LV boutiques around the world. That brand is SO carefully monitored to make it seem ultra-exclusive when it is VERY NOT exclusive. I am just learning how to VLOG. You might check out a couple of mine. Not quite so gorgeous as yours----but I am learning. Thanks for your preaching to the choir tonight. I agree with you 1,000,000%. PDUB OKC
Wow! Sounds like you had a pretty amazing childhood. I wish I'd been able to travel that much. Many of my students get to travel and I hope they appreciate how fortunate they are. I do agree with you that LV is not so exclusive anymore. They market themselves as exclusive but they do so (at least in the States) to the women of middle America. That is their largest target customer.
I agree with all your points. Thank you. New subie. That wait list scenario is REAL. Just purchased a LV Monogram Alma BB. On 7/20/18 my store in Charlotte, NC stated to me (in person) that according to their system(s) there were only (7) Monogram Alma BB's listed available in the entire country (one was located at your Dallas location) I gave the SA my CC info and within 4 days my Alma BB arrived at my front door (but, from LV in Boca Raton.) *Note one day prior: the LV website had none available, and the online sales agent placed me on a waitlist on my local LV boutique. I had walked into my local boutique only to confirm my place on the waitlist, but yet the SA went an extra step to locate a BB for me. I felt blessed, but wow, what about the waitlisted people before me? Also, I'm not a "preferred " customer. The last time I purchased a LV in store was in 2007 (11 years ago.) An extra side note, though this was only two weeks ago, I cannot remember if I was offered champagne specifically (this was at 11:30am) but, I was offered a beverage and settled for a Canada Dry Ginger Ale. Love your channel. *I teach also, HS ELA.
I agree with everything you said. Especially about preloved and the knock off bags, there’s a market for it BECAUSE they play ridiculous games and place ridiculous prices on bags that are worth around $500. I love your analogy about making your own path 👏🏻👏🏻
Wow! Very informative. I completely agree. I am an older lady. I changed careers after I had two family tragedies but was fortunate to still be able to make certain purchases with saving for them and shopping wisely. There were times I recall going into stores looking "on point:) ", perfect makeup, good jewelry, nice clothes... just so happened a few times I went shopping just in the windows AND was NOT carrying money. There were other times, ( being older now and having had some health issues) I have looked NOT so perfect, BUT had a few thousand dollars cash on me, and been looked at as if I am a bother. I walk out of the store. My money spends anywhere. I think this is a very good example, Autumn, of people valuing their hard earned money and themsleves AND if a business cannot or will not value every individual walking in that door, should we really wish to hand over our hard earned coin to them? Insightful! Thank you, Dear
I wish their employees were trained to be consistent. From what I've heard from the comments on my channel LV has lost a LOT of sales due to the behavior of their sales associates.
I went once to buy my first purse al LV, my boyfriend and I were joking around and they treat us like shit. They ignored us. We end up buying my purse two pairs of sunglasses and a belt. We paid cash. They thought just because we are Mexican and where speaking Spanish inside the store we could not afort. We spend in a day more than what we paid in a month.
I'm sorry you had a bad experience.
My SA used to offer me a beverage every time I was there whether purchasing or not, I even got private viewings. When she went to Tiffany&Co my service changed.
It's too bad that the service isn't consistent.
Totally agree! I've put off buying an lv bag for over 10yrs for this reason
Hi Autumn! Girlfriend you have never lied! Everything I’ve brought so far has been preloved and I’m proud of it. Not to say my purchases are tha bomb! I’m just becoming disappointed in this world in general! It’s not the world, it’s the people in it. Keep making your AMAZING, informative videos. I’m feeling you girl! Keep up the great work💄💪🏾🌹
Thank you. :)
I can tell you are a good person with moral and conviction I salute you for stating your opinions so clearly and distinctly
Love how beautifully you pointed out the loopholes. Marketing is all about 'Customer Obsession' than just about 'making dollars'. If LV is a 'real good brand', they should definitely tackle these concerns before our customer loyalty shifts.
I wanted a Graceful MM, I spent 6 months researching LV and deciding the perfect bag for me and then had to save up to make the purchase. I had a HORRIBLE experience trying to buy through customer support so I found the closest in stock to me and made the 4 hour drive to the ATL Lennox store only to be treated terribly because I chose to wear yoga pants and a pullover for my 8 hour round trip. I was so upset by the time I left with my purse that I was in tears. It ruined the experience for me 😭 I freaking love my purse, however I was so excited for a great experience buying it and the excitement of it which in turn just made me feel like Julia Roberts in Pretty Woman. I was raised very similar to how you were so I already felt awkward being there and like I didn’t belong so to be looked down on and treated so poorly felt terrible!
I've seen the "preference" at every boutique I have been to, apart from the ones inside the Nordstrom flagship.(Because those employees are actually Nordstrom employees). In Seattle, the preference is Asian customers. It seems they are believed to spend more money, and I've had SA's outright abandon me to cater to people that look like their wallets are bursting. Hermes has also profiled me and I haven't returned to a boutique since. Left a bad taste in my mouth.
I agree with what you are saying. I was going to purchase a Neverfull and the fabric felt so thin- on the Graceful it was much softer and thicker. I ended up getting the Siena PM. I also asked about the Mono Neverfull with Pivone ( hot pink) interior and the SA told me they only sell the GM with the pivone interior ( WRONG) and the Mono MM was only with the red or beige!
Yeah, LV is all over the place with quality and service. No consistency.
Customer service being very inconsistent is something I can def confirm. I live in the Netherlands, and there are two LV stores, both in Amsterdam. I went to Amsterdam with my mom, because I wanted a Pochette Apollo for my 17th birthday and LV doesn't do online shopping in the Netherlands. We went to the Louis Vuitton in the Bijenkorf at first (bijenkorf is a department store similar to Saks or NM) and the customer service was appalling. There were only 2 SAs in the whole store, there was a waiting list to get assisted, and after 30 minutes me and my mom left since the queue was still massive and we hated the experience so far (this was my first LV visit btw!)
I even thought about getting a portfolio from another brand, but I couldn’t believe simply that the CS is that bad everywhere. We went to the P.C Hooftstraat, and at this store we had the front door opened for us by two ladies, who immediately assisted us and told us where the Men’s section was and that someone would help me immediately there. And yes, we were immediately assisted by a very nice SA who laid out all the Pochettes that matched my criteria in front of me, and asked if we wanted water or coffee (it was in the morning, so he didn’t propose alcohol for obvious reasons) and the pochette I wanted wasn’t in-store, but could be ordered and delivered to my house. That’s what we did, and within a week I had my lovely pochette! The evening on the day the package was delivered I even got a text from the SA asking me if everything had arrived okay and that I could always message him if I had any questions.
this major difference between two LV boutiques who aren’t even 2 KM apart from each other really surprised me. I have shopped at Gucci before all over Europe and the 5 or so stores I've visited were all very welcoming and the staff was super nice.
Wow! What a difference! I'm glad you didn't give up after the first store.
The only thing about buying preloved is that if you don’t have the receipt and didn’t buy from store, they don’t repair know defective product. (Most times) whereas if you bought it from them or have the receipt, they’ll replace the item.
Yes, there's always that risk.
I agree with you, I found myself that the canvas on my vintage items is a little thicker than the new canvas items. I prefer the vintage bags and items over most of the new. Thanks for sharing the info. I called the on line number and order a key holder and they mailed me a mini pochette and charged my card for it, then I called back to confirm my address that's when I was told it was the pochette charged and had to re-order the key holder.
Things like this are exactly what I'm talking about. I understand mistakes are made from time to time but they've become all too common with LV.
Yes they are so common.
Great video. I feel very lucky to have an LV store in my area that has treated me well since my first purchase. But I’ve had a few experiences elsewhere that were not so good and resulted in online purchases. Kudos for your honesty and I hope that that the brand turns things around.
I'm glad you have a good store and SA. Sorry about the negative experiences. I hope they turn it around, too. Perhaps they need new management.
Love your videos! So, Factual & Informative! Keep them coming!!
Hi Autumn, I really enjoy your channel, even love it. Your voice is also pleasant to listen to. Btw, I just can't get one word, you are comparing buying LV from its botique vs P.... (what is the word? It sounds like preloved to me...) Thanks.
The Montreal store refused to send me a pen refill when it says they have free shipping and the pen refill is listed on their website.
I called their phone # and was told I had "no purchase history" with the store.
I have 6 credit cards and 3 addresses, so do I need to spend 1 hour going through all my cards to get a pen refill?
The LV pen refills are german-[made also, fyi.
All good stuff! I’m lucky that they are reasonably nice here in Europe. But back in the states I could feel profiling at its best the second people walked in. I used to be a LV lover and refused to diversify my collections.. however over the last couple of years I’ve been loving other brands such as Gucci, Fendi and Chloe.. I have my staples from LV and I’m set .. Time to literally share the wealth with others. Your video was spot on!! Good work :-) from one Texan to another!!
Thank you. :)
Yup!! My main reasons are that I can save money and get a new condition bag preloved… And I can get pictures of every little corner of the actual bag I’m getting so there are no surprises when I get it home. That of course is as compared to buying online. I don’t shop in the store because I feel uncomfortable 🤷♀️
I've become more and more comfortable. Nearly ever time I go to the Houston Galleria I visit all three LV stores just to browse and leave. Usually the SA's say hi but leave me alone (which is what I prefer). Sometimes my experiences have been great, sometimes not so much.
Great points you raise. I recently went to my local LV boutique for the first time in years. I wasn't wow'd by the whole experience, but it wasn't terrible. I ended up leaving without buying anything. I have recently gotten into pre-loved LV. You can find some deals, but many people are up-charging for pre-loved because of the lack of availability in store. Or there are those that buy in store and then try to flip it for more, just because there is a long wait list. I refuse to pay more than retail for a bag that is not available - I'd rather sit it out on the waiting list. As for quality, I haven't experienced any problems in my collection. My 8 year old Stresa just started showing signs of canvas cracking, but this is probably because of how I stored it over the years. I got a lot of use out of it, so I'm not bothered. Also SLGs are harder to make than handbags, believe it or not. The process is more intricate, so I'm not surprised that some of the smaller items are hard to get, given the demand.
Thank you for sharing. :)
Love your calm, rational, well-reasoned opinion. Wonderful video!
Thank you. :)
Liked your video. I do agree with you about the quality. I have a keepall that I purchased in 1984 went to the store in the Galleria to purchase a smaller one and could definitely tell the difference in the quality of the canvas. My bag has been all over and checked in and been mishandled by airlines and is still in great shape. I have had offers to buy it but am hanging on to it still has several good years left.
I totally agree, my grandma bought me a full set of luggage for my 18th 24 years ago. Included was a passport cover and a wallet, the wallet was stolen 3 years ago and I replaced it with the same wallet and guess what? I have already had to replace it! My passport cover is still going strong so from my experience the quality has definitely gone down.. I don’t buy it anymore or go into the stores and of my luggage all I use is my cruiser bag because it’s practical and my sac plat when travelling as it takes a few books an iPad and magazines, I was looking at replacing my sac plat but when Angelina Jolie was seen carrying one around a few years ago they became very popular and all of a sudden no longer available? Louis Vuitton is now just common. I recently discovered a very nice Italian brand called Barantani they make beautiful discreet and high quality leather bags and luggage really worth a look at if quality and good design is your thing.
Wow! It sounds like you have quite a collection! I'll check out Barantani. Thanks for the recommendation.
ThankYou, my collection of Louis Vuitton is I guess impressive but I only have it on default. I didn’t really earn it although I appreciate it as I believe it was probably given to me at the last point Louis Vuitton represented true quality and a sense of exclusivity. I have noted that the individual pieces with leather embellishments pre 2000’s seem to age with a beautiful honey type colour where as newer pieces remain a kind white ageing into a dull brown. A friend of mine who works in the LV store in Collins Street Melbourne, Victoria Australia, told me that they have made the leather age differently to appeal to the Asian market as they don’t really like the honey stained look of the leather. Looking at various pieces that I have received /purchased over the years, my pieces from 24 years ago were all made in France, from 10 years ago were made in Spain and from the last 5 years no place of manufacture? My mother was visiting today and she had a new Noe to replace the one she purchased in 1977 and was rather disappointed with the quality.. I think it says it all really. I’m fortunate enough to have a trunk from my great grandfather in the original Damier circa 1910 (I use it as coffee table) and an original cruiser bag in cream canvas that was my great grandmothers ( She kept shoes in it, I use to house my Gucci loafers, story for another day)... I’ve made a conscious decision that I will only shop from true bespoke producers. My mantra is now quality over brand over price...
keep up the videos and I wish you all the best of luck. 😉☺️
Enjoyed your vid. My SA experience was delightful. I was treated very well and requested to see and handle various bags before deciding. I love LV and other design houses. I also don’t tolerate disrespect. I definitely give respect and am kind. Sorry to read about all the negative experiences in this thread. Every company will have associates who don’t meet the expected bar.
What’s the best site for preloved? I purchased my first lv recently and I would like to purchase a smaller one. Just nervous about authenticity. Thanks!
My favorite preloved sites are listed in the description box below this and most of my other videos. :)
In Barcelona LV store, I was helped right away and was also offered champagne (not by the SA but from another employee). At this point, I was only looking at different bags and would have no clue if I would buy anything.
When in NYC 5 Ave store, I’ve never been offered a beverage.
In London Heathrow store, I asked for champagne because I wanted my husband to not feel bored and left out. My SA was able to keep our spirits lifted. 😊 Cheers!
I wish they were all consistent.
Autumn Beckman I agree with that!
Hi! I’m a new subscriber and I’m catching up on your videos! I find you so calming and informative. I have been wanting a bag for awhile and I am extremely hesitant to go into a store! From some of the reviews and stories where I live(Columbus, Ohio) customers are treated extremely poorly and are made to feel like they don’t belong and have no business stepping into the store! Sad but true! I’m not rich, but do have a nice lifestyle. I find it extremely rude for their employees to treat customers that way! I’m sure there are other locations that don’t treat customers like that. As much as I would like a bag it’s really deterring me which is unfortunate! This is just how I feel and my opinion. I’m happy for others who have had a good experience. Sorry for the ramble and thanks for listening! 😊
If you are ready to buy something or just want to browse please don't let the reviews deter. My experiences are mixed at the Houston store. Some of the associates are very friendly and attentive, others seem to want to rush through a transaction. Hopefully you'll have a good experience with your first associate but if not just go a different day or different time of day and try someone else. You'll find someone you like and you can stick with them for purchases. Maybe check the reviews for the names of a few good associates and ask for them when you go in. That's not unusual because many people shop with the same associates repeatedly. Ultimately, just remember that these high end boutiques are really just a store like every other store. You belong there as much as anyone else so try not to feel intimidated or hesitant. :)
Years ago I was at the forum shops in Cesar’s Palace in Vegas and was there to purchase my first LV piece. Nobody wanted to help me (think Pretty Woman). So, I went and dropped the $1k across the way at Coach (who treated me like royalty)
My husband refused for years to entertain LV & one day we walked into the boutique here in Austin - with no intent to purchase- and they treated us so well, he bought me my neverfull 💕 He still won’t go into any other LV store.
I'm glad you like the Austin store. I need to check it out next time I'm in town. Sorry you had the bad experience in Vegas.
The game lv is playing encourages rep market to thrive. Love listening to you. Looking forward to new vids. Take care and have fun.
This video is spot on and I love it. Continue to provide us your authentic prospective on the luxe things we love. I enjoy each and every one of your videos.
Thank you. :) I appreciate it.
You have a good point on quality. I have seen reviews of girls saying they can see the lining through the canvas. The canvas used to be so thick. At $1500 and way up, this is not target. Or even Coach. The expectation at this price range should be impeccable quality.
Some people can see the lining through the canvas? Yikes! You're right...at that price point impeccable quality is not an unreasonable expectation.
Omg gurl! Same experience here! I used to buy LV it’s just that the attitude is there with their sales associates, here in Perth au.... that’s why I chose to change my brand to Chanel, I’ve never felt good whenever I come to Chanel I %100 agree on your video! Your video should go viral
This is a great and very informative video. I agree with your points, especially on the unavailability of items. The waiting list is silly too. There is nothing I want that much that I would be put on a waiting list. If what I want is not available...on to the next store!
Me too, mostly. I did get on the pre-order list for the penguin bag charm last fall but it's rare that there's a piece I feel that strongly about having. (I used to volunteer raising some penguins.)
I agree with your entire vid. I am looking to purchase a new bag for Christmas but I am afraid to go into a store now hearing everywhere about how rude the sales associates can be. I am even hesitant to bring in my Saumur 30 to get new vachetta replacement. I haven’t brought a new Vuitton piece in a while, I’ve been buying pre-loved. I am afraid of being turned off the brand by a bad experience at the stores.
The experiences are very mixed. Most of the time I have great experiences but sometimes they are less than stellar. Give it a shot. It's a shame we never know what to expect from these stores and that it makes us apprehensive to even enter.
I got myself a 1984 bag and the quality compared to my newer items is out of this world!
My wallet is 15 years old and I have used it everyday for that time and it’s barely got a scratch on it but my newer pieces don’t fair as well.
Exactly.
Also I had a pretty woman moment at the store when I had finally worked up the courage to go in and buy a bag.... first time I walked in there was only Asian SA’s and not one of them even looked sideways at me.... I had to go back another time before someone finally asked to help me and she got my sale!
Problem is now their service is SO SO over the top I would liken it to stalking! I tried to take my 8 year old into a boutique for a look (she is incredibly well behaved) and they stalk me and continually ask me questions and offer me assistance... which shouldn’t be an issue but I feel like I don’t get enough space to look at or contemplate and item.... I end up just walking out and buying online!
I totally agree! I purchased lv online and I received last monday but I was surprised the canvas so thin! And right away I decided to return it so I called them and said by next day the ups gonna collect it but was waiting all day didn't come to collect so i called up again and said don't know why and just yesterday ups emailed me that they are going to collect i thought today but still didn't come
Oh, no! I hope that gets resolved soon. May I asked what bag you purchased? Speedy?
I bought neonoe last year. Once I saw online and I bought it. When I got the bag I asked them about the warranty repair glazing because I heard few people told me about the glazing will tears because of the thin glazing they make. And the sales told me that they fix it. I used my bag few months and see the corner of the bag's glazing tears a very tiny bit and I ask them about this problem. The sales told me that they need to send back to fix it. But after few weeks I just got a call said my bag is defect can not be fix. I was so confuse, they can repair 10-30 years bag how come they can not fix the new bag and only about the glazing tears. I asked them to replace the bag for me and they said they can't, they can see which store has the bag but they don't transfer from other store. I don't get the point, SA can transfer bag even from other states how come can not do the same on my case. They only offer me store credit but without tax. I looked for store by stores and finally found one at Macy's but they don't accept store credit from boutique. The SA manager didn't told me about this at all when she gave me store credit. I working with them about 2 months and still not getting my bag. I asked my friend who shop with LV store for long time and she called LV department about my case and I got a new bag without pay extra. So I don't know how they treat people like that and said different story. I don't know is because what I was dress up or look like a dumb.
I'm sorry you had that experience.
Completely agree with all that you have said: If there is a high demand, you make more of the product- to me THAT is how you thrive in business. I love the look of LV merchandise but with all the horror stories about less-than quality, I'm doubtful that I'll waste my time or money on the brand - especially knowing the company wouldn't care about me as a consumer AT ALL and give me attitude. lol If I'm wasting my money on a black hole to put all my junk in, you WILL respect me and I expect a lifetime warranty on these items! I need to know that for 3-4k$, if something goes sour, I can come in and you will fix it or replace it. Personal opinion, of course. xx
You are so right. The replacement monogram strap is always out of stock. I DONT want to pay their games either so I just brought a replica. I shouldn’t have to jump through hoops to pay $400 for a piece of coated canvas. Omg. Who is so desperate for a Hermès to play their games. Not me. And I can afford to buy loads of them. Sad people, sad!
I saw some monogram straps on etsy that look like the authentic ones but they say they're made of upcycled LV canvas. The store is BTBupcycling
You have made strong points. And I agree. I believe that Chanel has also followed this model. I have purchased more designer purses and new designer shoes in the past 2 yrs from the pre loved market than I would have ever predicted . And I am pleased with my purchases. Thanks for sharing.
I'm glad you've found things you love on the preloved market. It's such a great option.
Great video Autumn! First video of yours I have seen & cannot agree with you more! Now I am going to watch more of your videos! Have a great day! 👍👍👍😘😘😘
10:13 exactly! Finally someone explained the whole thing such a GREAT way. Thnx for this, I watch your vids a long time but this exact video, and this exact comment made me subscribe - and hit the notification bell 😃
I love that metaphor. It's stuck with me since I first heard it. Thank you for subscribing. :)
Thank you for this review!!!!! You are right on!!!! Luckily I ordered over the Internet and all my bags I love! I’m actually scared to go into the store because of the horror stories!
Don't be scared of the store. They're not all bad experiences. I'm scared to order online because I've heard so many horror stories. Looks like it's a toss up either way.
This was a great video, Autumn! I have mixed feelings about folks going to outside sellers and vendors instead of going to the retailer proper. But you make a great case for shopping pre-loved over Louis Vuitton retail. If the quality of their product is declining, then I certainly agree that no one should be rewarding them by giving them business. I was of the mindset that the retailer is the only ethical place to get a particular brand but it sounds like Louis Vuitton is dumbing itself down while expecting its customers to just put up with it. This will definitely make me think twice about scrimping and saving for any of their goods!
Oh, there's definitely nothing wrong or unethical about 3rd party sellers. As long as you're buying authentic then the item was originally purchased from the designer's boutique so they already have the money they wanted for it. There are many, many advantages to buying preloved. I'm glad this video has you thinking differently about it.
I totally understand and agree, I have to say bags and quality are just not made the same at all. I sold my LV speedy 25 and I regret it. I bought it from the LV boutique 10 years ago. The quality was impeccable. Good video, thank you.
I just purchased a montsouris backpack from the Charlotte NC LV store. My SA couldn’t have been nicer and I’m sure he didn’t think we were purchasing. We stopped in to inquire about a repair and just started looking around. There were no monogram pieces on display but he pulled out some Speedy’s when I asked to see them. He was so patient with me and showed me about 10 different handbags and the last one was the montsouris. I wasn’t given champagne but I wasn’t treated like dirt. Just good customer service and the bag quality was amazing. I think it depends on the store and employees. I’ve never had a bad experience and I own 5 LV bags.
Thank you for sharing your experience. :)
I agree! I didn't even know that some customers got champagne. I've been a customer since 2002, you would think that loyalty would be rewarded. Other stores will at least say thank you for being a loyal customer.
You'd think so!
I wish you were wrong, but unfortunately that's the nasty road LV got on and you articulated so well the points that a lot of us have been feeling. Thanks for posting!
Thank you. :)
The newer models, like the pochette metis and the favorite, are so “soft”. I expected the canvas to be more structured but over time they get softer. My sienna got “softer” just sitting on my shelf since I do not use it so much for fear of ruining it before it turns a year old.
My 2017 Turenne MM is soft, too. My 2007 Trevi GM, on the other hand, is like a sturdy piece of luggage. Use that Sienna, girl!
I agree with you. Luckily I have been fortunate at my LV store in Portland Oregon, I sometimes would go after work in scrubs and the manager always treated me like a friend, only 1 SA was snooty but they quickly came around seeing I was a regular customer but still that does apply to your topic!
I have never been inside of a Louis Vuitton store, but I just recently purchased a brand new Hermes scarf directly from the boutique in the city close to me. I walked in half drenched from the rain with my raincoat, rubber boots, messy hair, and Fossil crossbody (no hate against Fossil here, I love that bag, but I was among people shopping with Birkins underneath their arms). A sales clerk was busy but could see that I was clearly interested in browsing the scarf selection. She was friendly enough and called down another sales associate, who came out about 10 mins later. I could feel him giving me the eyeball up and down, but pressed on anyways assuring him what kind of silk scarf I was looking for - 90x90, something with red or pink, and that is unique yet dynamic.
Long story short - the clerk's tune did naturally change when I pointed out the one I wanted and confirmed that I would take it straight away. My disheveled, soggy self walked proudly out of the store with a bright orange bag, and I know I received some quizzical looks along the way!
I've been in Hermes a few times (twice in NYC, once in Houston) just for scarves and they've always been nice. I've never inquired about a Birkin or Kelly, though. I see people dressed all sorts of ways in LV.
Thank you for doing such a great video on this subject! For over a year now, I have refused to buy anything LV from the boutique for all the reasons you have said. I really hope they get their s**t together real soon.
I hope so, too.