Poor customer service at Louis Vuitton | LV storytime about repair service experience
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- Опубликовано: 5 окт 2024
- Unfortunately I made a bad experience with the Louis Vuitton customer service: when I tried to request a repair from their LV repair service for my Louis Vuitton Vavin handbag, they ignored my email for weeks and not even phone calls helped at first. Louis Vuitton's customer service really was a mess to me and I made such an unpleasant experience with the Louis Vuitton service. This is my story time about my LV service experience, so grab a drink and enjoy the rant.
About my channel
My name is Mary, I'm a luxury lover on an average income - especially in love with designer handbags.
I'm all in for preloved and hunting down a bargain, with a little splurge here and there.
The older I get, the more I realize, how time is the most precious thing we can have: therefor, I want to spend less and be more mindful with my money.
Stick around for my luxury lover journey to a more minimalist and mindful mindset!
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Honestly shocking! I died when you imitated the customer service, so funny 🤣
Thank you Thor, when editing the footage, I had to giggle myself 😁
I’m sorry for your experience. My advice - send it to a professional repair service. I took a bag in to an LV boutique for a repair - a simple vachetta strap replacement - one year ago. It is still not complete. It’s beyond disappointing. I will never request a repair from LV again. I have a great leather repair shop nearby and I should have just taken it there.
woooow, that sounds terrible aswell! They weren’t able to change a shoulder strap within an entire year?! 😱 doesn’t give me too much hope for my glazing replacement 🙈
I’m very surprised by your experience. I have 23 LV bags and I have never had any problems with service or quality. All my bags were bought new and from the actual store. I have returned, and exchanged with out any problems.
My first Louis Vuitton bags, I bought back around 2012, are still in perfect condition aswell - but nearly all my recent purchases had one or another issue 😅. That’s why I prefer to go preloved now.
I never needed their service before (other than sending back items, that I bought online at LV, but didn’t like in person)…but this experience really wasn’t a good one 😕
Did you ever send something in for a repair?
Awww im so sorry you had to deal with this! I shall wish all future purchases to go amazing for you!!! 🌹♥️🌹
Thank you Adam 🥰 - not too sure though, if I really want to continue shopping with them 🙈
I would send it to them insured and get proof of postage to them.... then you have the email from LV with the address, and proof you sent it to that address, so if it does go missing, you have the proof to either claim from the postal service or LV themselves. Before sending, I would take photos of the glazing and ask the third party handbag restorers how much it would cost to reglaze. Then I'd get LV to replace the pocket, and if they won't do the glazing, send to the third party restorer AFTER I'd got the new pouch put on by LV. If you do it the other way round, there's a risk LV will realise and will refuse to touch it.
But. ugh, their customer service sucks! And I'd be REALLY surprised if they don't fix glazing given it's such a common issue.
Thank you Jessica for sharing the steps you would take💕. This sounds like quite a waterproof plan and I might do it exactly like that (and in that order☝️) - btw is „waterproof plan“ an internationally known term, or did I mix up a phrase, that we just use in Germany? 🤔😅 I still hope the glazing-thing was just some kind of misunderstanding with the telephone lady (cause if they really don’t do it, that would be insane to me 🤯)
I absolutely love the video inserts where you imitate the customer service 😂
On the other side I am shocked about the INCOMPETENCE of the so called customer service at LV
I understand that you would not take the time to drive far to the nearest LV store, but maybe there you get better service? Or at least there they know what glazing is… 🙄
If I am honest, I would go with the bag spa. I think the would do a good job for a fair price.
Thank you for appreciating my little customer service cameo 😂 (I have to admit, that I had to giggle a little bit myself, when I edited that footage 😁). Thanks for sharing your thoughts, what you would do 💕
I’m so frustrated for you!! I wonder if you would get the same answers in person? But you look super cute in the headset shots!!!
Thank you Eva 💕 - probably I have to try it out, to find out 🙄
This is a remarkable level of drama to arrange a simple repair! After sale service is, for me, one of the defining characteristics of a luxury product. I get better service from High Street shops. I have never had the fortitude to ask LV to do a repair. I am glad now. I am not strong enough to cope with the process. Thank you for the video! I would not trust them to receive the bag via postage. I would wait until you can get to the boutique. I do not trust LV anymore.
It‘s really a pitty, their customer service is so bad 😫 I totally understand everyone, who doesn’t want to deal with it at all. Cross your fingers, this will come to a happy ending for me 😅🤞
That was awful customer service. I would write a letter to corporate and let loose your frustration. It’s impossible that the woman on the phone didn’t know what glazing was. It’s like when I was at Target the other day and I asked for Christmas cards in a box and the worker I asked didn’t know what I was talking about. I never had a bad repair experience, but I’ve had bad experiences in general with SAs not responding at all to calls, emails or texts. Your phone operator impersonation was spot on!
Mary you’ve seriously become one of my favorite YouTubbers. I look forward to your videos.
Thank you so much Ella 🥰 - I hope you enjoy this video aswell (cause I was in a very frustrated rant mood 😅🙈)
Wow this is insane….a LV customer service operator not even knowing what glazing is??! Makes you wonder what sort of people they hire these days! Really sorry you’ve had to experience this. Might be worth enquiring with reputable handbag restorers what they can do instead as I’m sure it’s not a difficult job to re-glaze and re-stamp the logo on the front pocket. It’s not ideal I know if you’d rather get it done by LV but how much more time can you waste with them when you could have had the bag restored and be enjoying using her by now! Hope it all works out for you 🙏🏻 p.s love the editing in this. Your impersonation was spot on! 🤣 Have a lovely weekend darling! 💝🍻💐💕
Haha, thank you Flo 🥰. When editing the footage of my telephone-support, I had to giggle a little bit myself 😁. I decided to sent the bag in to LV - it arrived on Thursday and they still didn't sent me a confirmation, that they got the bag. So it seems like the poor customer service continues 😩
@@LuMiLevelUp 🤦🏻♀️🤦🏻♀️🤦🏻♀️
I live in the US I just did the repair service with the app, and it was all via app, I sent photos did an email, got a quote and sent it in, I have a totally gm all leather replaces on a monogram tote and zipper was 1400 usd, I had a bosphere bag all leather on a monogram bag, 600 usd, I don't know about glazing issues, I had one repair that I didn't do, it was a very old bag, it was too much to deal with the sticky pockets.
Thank you for sharing Jacqueline! Your experience sounds the way it should be: handing in information, getting an answer, sending in the bag and then actually getting the bag repaired. Let‘‚s hope in the end, my story will have that kind of happy ending aswell 😅🙈
This sounds just like Dior customer service over the phone regarding repairs. Hearing your experience, LV only supports repairs if you go into the store. They are "saying" you can email them about the repair but that is... bullsh*t. Yes, I would have the leather piece on the front at LV first then have bag spa re-glaze. FYI, my conspiracy theory is LV of course can do the reglazing but they don't so that we will buy another LV bag. I submitted a bag to have the handles reglazed and they said they can only replace both handles which was costly.
There strategy of getting me to buy a new bag, won’t work for me😁. If they actually don’t repair the glazing, I‘m definitely done with buying anything brandnew, directly at Louis Vuitton, it would be absolutely ridiculous! Thank you for sharing your experience 💕
That's shockingly poor comms! I'm pretty positive that if you take that bag into a boutique they'll tell you the glazing can be fixed. I've used the repair service (and hot stamping as authentication methods before too. 😉 Loved your call centre cutaways! 🎧🤣💕
Uuuuh, hot stamping, another great "free authentication"-method, great idea Gwenny 😂. I sent the bag in now - cross your fingers, the LV Vavin Saga will come to a happy ending 🤞
I would avoid having LV repair your bag. My speedy has been at LV for vachetta replacement for over 8 months. The store told me 6 months max. The due date just keeps changing and getting later when I look in my account.
That sounds terrible Michele 😱 sorry you made such a frustrating experience with the repair service aswell!
Today I drove 1.5 hrs to get a repair on my Graceful MM. I had to wait 25 minutes to even enter the store! And a rep told me LV wouldn’t warranty the rings because the brass coating that wore off was “wear and tear”! And it would take 6 months to replace at MY expense. I paid a lot of money for a bag that is no more quality than any other. LV is a sad experience these days
Oh wow, thank you for sharing your experience Lisa! Makes me think, actually visiting the boutique, probably wouldn’t help me too much either. Sorry for your bad experience aswell 💔
Maybe the person who sold that bag gone trought the same things with LV and just sad: I have to sell this bag, I cannot do this any more :-D
And for the repairs - if you don‘t have a SA, it is best to go direct to the store. Online customer service is horrible .
I had that thought aswell 😂 maybe the person requested the repair and when the customer service said, they can’t fix glazing, decided to better get rid of the bag. But I will keep fighting for my repaired glazing 💪😂
I'm so sorry you had this experience! Can you bring it into a boutique? Sometimes my boutique has a repair specialist on site, and they say what can and cannot be fixed.
Unfortunately I have quite a long drive to the next boutique and it would be super annoying, if I go there, to then be just sent away "because they don't fix glazing" 😒. If I visit one of the bigger cities anytime soon, I definitely would make sure to bring all my items with me, that might need repair 😅
Such a shame! What strange customer service
I seem to be veeeeery unlucky with LV lately 😩 the do what they can, to lose me as a customer
So frustrating! I would plan a short weekend getaway with the husband to Munich and go in to the boutique.
I wish I would have done so! I might have a weekend trip to Vienna ahead of me. But unfortunately by now I already sent the bag to Munich. And eventhough the tracking says, it already arived 6 days ago, they still didn’t confirm to me, that they recieved it 🙄
Wow, this must have been sooooo frustrating. But I would recommend going into the boutique for the assessment. This will also cut out the middle man(the customer service team). And I know that sometimes it is cheaper the repair cost if you bring it in.
Thank you Tim! I wish I would live closer to a boutique, so that it wouldn't be such a hassle for me, to just visit the store. Interesting, that their instore-repair-prices sometimes can be even cheaper, than sending an item in. I'll keep everyone updated on the Vavin-repair-saga
I love your channel and your accent! The first time i saw your video, i immediately know you are from Germany. Much love❤
Hahaha, no chance of completly hiding it 😁🙈 - thank you 🥰 - are you from Germany yourself, or do you just like the country?
I used to live there to study ❤ from 2007 to 2013 ❤ i always feel like germany is my second home. Now i am back to my country, Malaysia 😊
@@poohgermany86 that’s awesome 💕
Honestly I wouldn’t ship the bag maybe wait until your able to go in store. They should be able to give you a more clear response of what they can do. It’s a really beautiful piece and you wouldn’t want it to get lost.
Thank you Karla! If the bag got lost whilst shipping, that would be the worst case 😱 - I definitely would use shipping insurance with tracking, for that kind of package. But you're right, it would be even better, if I had a chance to hand the bag in at the store myself.
Oh so frustrating😅 but I think most companies want to inspect the bag in person before giving any quotes. I had the same with Chanel.
May I suggest that you get linked up with an SA? Ask customer service to help you with that 😂 but I think at least you’ll have one consistent person to phone/text.
Also, not sure that LV will change the front pocket to a black one. I think they would only repair it to the original design 😅
Good luck, Mary. Keep us up to date ❤
Yes, an update of good news is all we need for you Mary, best of luck
I would have been totally fine, if they would have said: "it might be approximately round about xx€ - but we need to see the bag to actually give a concrete number". But pretending they can not even fix glazing at all, doesn't help me at all 😅. Let's see, how this will turn out in the end 🙈
Thank you 🥰🍀✨
I'm out of words! LV is sinking in my eyes further and further. My guess is that you would have received better service & answers in the boutique but the service level should be on the same level no matter how you contact them. But I think it sounds like a good plan to get the front flap excanged and maybe they'll do the glazing as well. If they won't fix it then you always have the bag spa to turn to.
By now I sent them the bag to do exactly that - the tracking said it arrived on Thursday and LV still didn’t find time, to confirm to me, that they got the package 🙄. The bad experience goes on 😕
@@LuMiLevelUp Sounds quite same as what I had with YSL! They never confirmed anything either :D
Omg…that is SO frustrating! I hope you’ll find a solution…🙏🏻🥰
Thank you 😩 I‘ll keep you updated 💕
Enjoyed the mimicking parts, well done 🤣had similar problem with Coach before, the local distributor could not repair the hardware that wore off upon my very first use, and after months of finding out how to get them repaired, they simply told me that because my bag is a limited edition so are the hardware, hence they are irreplaceable 😁so I try to get used to their joke by getting used to not buy anything from the brand anymore, unless they produce something that is really really worth my money and sanity 😄 as for your case Mary, I hope it will end well, otherwise, we just have to get used to the idea that certain brands do sell a one-time-wonder without even knowing what they are selling...or perhaps what was sold is actually only the experience of shopping with them, not the quality as we all expect
Thank you 🥰 - I heard so much good about Coach, but how they handled your repair request really is a shame 😤! And my LV situation aswell - if they won’t find a solution to repair it. I‘ll keep doing updates on the situation - fingers crossed, it will come to a happy ending 🤞
@@LuMiLevelUp it would be very interesting to see the final outcome, all best of luck to you
I'm sorry to hear about your LV customer service bad experience , maybe you can bring the bag to the nearest store and check immediately the quality of the bag (authenticity) and its repairing costs . Good luck 😉🙋🏻♀️👍
Thank you Viviana - unfortunately the next boutique is quite far away from me. But I hope this will come to a happy ending 🤞
@@LuMiLevelUp ,I hope that as well, keep us informed 😉🙋🏻♀️😘
@@viviana598 I will (but probably it will take forever, until there actually are any news 😂)
I'm quite surprised about your story because - in the recent past - I have sent some emails to the customer service (Düsseldorf) and each time they have sent me an answer the following working day. I also have asked for repair prices in my LV store directly and the SA could give me an approximate price for each (vachetta leather replacement, ...). In my opinion, the easiest way to proceed is to bring the Vavin bag to the nearest LV store (Munich ?) and speak with a staff member directly. If I am not mistaken, the LV repair dept is not allowed to modify the bag: they can replace the defective parts (HW, leather parts, ...) but the colors, features and materials have to be the same than on the original bag. So, you can't choose to have the front part in black instead of beige, for example. I cross my fingers. 🤞🙏
By coincidence, today, one day after I posted this video, I got the kindest answer to my mail from the other Munich store, with yet another apology, that it took them so long. Weeeell, I now sent the bag, cause they said they need to see it in person, to tell me an approximate price for the repairs. Fingers crossed, this now will come to a happy ending 🤞
That’s a horrible experience! If you can sell it off and get your money back that would be better. Who knows when it is shipped into Paris they return it after many months saying they can’t do anything. That would be even worse. Or go to a local cobbler and get it fixed that way. This is just a terrible experience. I don’t buy LV anymore. I just hate the loops I have to jump thru. Quality is down, service is bad and cost is outrageous compared. Good luck to you!!🍀🍀🍀
Thank you for sharing your thoughts! Unfortunately I have to agree, the quality goes down, the service is bad and the prices go up - I don’t even know, why I still love that brand so much 😕
@@LuMiLevelUp I know for me this brand will forever be the most impacted brand in my memory as I grew up seeing it on people with status. Of course growing up I wished one day I could own one, but not really think I could own one. When I was able to own one it felt good that I obtained something that felt out of reach. Not like I felt I was better than another person but the personal accomplishment of wow I can actually afford one felt amazing. It took me some time to have excess money to buy LV, but with poor quality, service and outrageous price I’m going to spend my money somewhere else. They don’t deserve my hard earned money. To be a real luxury brand it isn’t about high price tag. They should use real high quality materials that is long lasting, provide fantastic customer service like none other and provide amazing after care service. That used to be what LV and Chanel brands means to me. However, now their brands mean the complete opposite with ridiculous prices. Well, LV and Chanel, that is not good enough for me. You do not deserve my hard earned money. Your stuff is worse than none branded items with real quality goods. It’s just sad that I get way better customer service from typical stores than luxury stores. I also get better return, exchange and after care services and policies on other affordable and high end items. I’m sorry. LV and Chanel current store items and service no long mean what it means in the old days. Now they just make a monkey out of us with trash they sell. No thanks. I’m spending my money elsewhere. I’m not carrying trash on me and burn my money on them.
@@landalanda I feel so much of what you wrote! For me it was very similar: already as a little girl I loved fashion and to look at my Mom‘s magazines and these designer itemes, that seemed to be so out of reach for me. (My family never struggled financially, but always lived frugal and very mindful. My Mom herself never allowed herself to get anything designer back then - so these items were completely out of my world). As a teenager my love grew even more - and as you described it: I thought I‘ll never own one of these bags. With my first salary ever (as a waitress, still going to college and living at my parents house) I then bought my first LV bag: a Speedy of course 😁. I know the feeling you described so well, wanting something for so long and finally getting it. It will forever be a special memory!Eventhough many bags followed over time, it never felt like that again and unfortunately LV changed a lot since then. I‘m still in the process of realizing that and letting go of my love for the brand 😅 (harder than expected). So nowadays I prefer to go preloved: better prices, better quality on the older pieces and the same lack of service 😂. Thank you for sharing your story with me 💕
@@LuMiLevelUp I agree that LV and Chanel vintage and preloved is a better way to go. The boutique experience is no long luxurious so why pay that outrageous price hike for poor quality. I adore the older and well made handbags. That truly embodies what LV and Chanel was known famously for. Now it is just laughable. They know FOMO is a thing and something out of reach is also a thing. The thing is although new designs are pretty I can’t deal with the poor quality and falling apart within days or months like many have dealt with. Then the SA’s blaming the customer of being negligent. Really?!?! You think we pay thousands of dollar and then mistreat our bags? Ridiculous. Then the after care service requires a charge for their poor quality and construction? I mean for LV to finally tell you they can’t do anything with the glazing is just out right stupid! That is the most basic service and they can’t even do that then how the heck they even completed that bag with glazing in the first place?! I’m just so mad for you and so appalled by the idiotic answers and treatments they give to us.
The rumor I heard from Super Dacob is that Chanel is being sold. Well that could explain the crazy price hike (money grab) before they exit. If indeed it is sold later, I hope the new owner will have better ethics and pride to bring true quality of material, construction, after care and customer service back. As of right now LV and Chanel is trashing their own reputation by being so greedy.
Ich hab das auch mit dem Telefonieren 😂 aber habe gemerkt, dass es telefonisch einfach immer schneller geht und zwinge mich dann immer, haha.
Ich würde die Tasche bei einem günstigen Händler reparieren lassen, zumal der weiß, was Glazing überhaupt ist 😂 und ansonsten würde ich mit der Tasche gut umgehen, sodass die nicht nochmal repariert werden muss.
Im Job funktioniert es mit dem telefonieren komischerweise 😂🙈 aber wenn es privat darum geht, Termine auszumachen, oder irgendwas anzufragen…. KATASTROPHE 😂🙈
Eine Freundin von mir zieht mich damit auf, was mit mir nicht stimmt 😂 dass ich Videos ins Internet stelle, die hunderte Leute gucken, aber ich zu schüchtern bin, um beispielsweise einen Arzttermin auszumachen 😅🙈
I have had a similar experience and I said I cant just send a bag to the nearest boutique in a mall, how will I know it makes to the actual store in the mall? They would not give me a shipping label which I found super frustrating bc some ppl do get a shipping label directly to the repairs center. So I went into the store and they did the exchange in person bc they would not repair it. If you can go to the store in person do it. She might have thought you meant the clear coat that goes over the entire canvas, which they do not repair if it's peeling. Another word for glazing is edge coat or edge varnish. Use those words in the note you include in the box if you ship, also include a letter saying you only want the leather fixed if they fix the edge coat. Sorry your going through this!
Not getting a shipping lable for sending an item in that price range is a shame on their end 😤. I would never sent it just randomly to the store‘s adress (when they obviously do have a repair department adress - that I finally did get after all the mails and calls 🙄). There used to be a boutique in my neighbor-town, but they did close it years ago - I miss that location, things used to be so much more convenient, when I was able to easily step into the boutique 😕
@@LuMiLevelUp ill be thinking of you and wishing you luck on this repair. It could be worth it to jump through hoops otherwise if your ok with the faded stamping on the leather, id just allow the other repairs company to fix your glazing. it is a super easy fix and it shouldn't be this difficult to arrange. and if that's all the do and they match it well, LV wouldn't even know the difference. I have known someone to reglaze their bag themself and lv had no idea when it went in for other repairs
oh no Mari another LV nightmare story
they really do their best to loose me as a customer 😂
@@LuMiLevelUp better drop the bag when you visit a boutique I guess
Good grief Mary. What a horror story. Totally unacceptable customer service.
Feel that you should ship the bag to the store listing down all the issues, let them evaluate and hopefully fix the glazing, else give it to the bag space thereafter.
I've been very lucky with the one repair I had for replacing the leather straps on my monogram Nerverful. I went into the store, they sent pics of it to their repair centre and after I agreed to the repair price, got it fixed and shipped back to me on the agreed date. Unfortunately you're 200km away from the nearest LV boutique and hence can't do the same.
You really should lodge a formal complaint regarding their customer service with them.
On a lighter note, love your take of the customer service lady 🤣😅.
@@ninamodi15 thank you Nina 🥰. It‘s good to hear, that you had a positive experience with the LV repair service - let‘s cross our fingers, that mine will turn out with a happy ending (in the end) aswell 🤞
@@LuMiLevelUp Absolutely 🤞. Do keep us posted as to the finale of this saga which we all hope is a happy one 💕
I would ask for a replacement of the bag or a refund
Unfortunately I bought the bag prepoved, so I don’t think they will be that supportive with me 😕
good afternoon mary🎀💖🎀
Good afternoon Devin 🥰💕🦋
I just came across your video. I was trying to find the follow up. Did LV end up fixing your bag? Did they fix the glazing?
I got so frustrated with it, that I didn’t even film the update video yet. It took nearly a year, they never informed be about anything (I myself had to call them several times to ask for the status, the price and what’s going on). In the end they didn’t fix everything I asked for, but at least repaired the glazing. Eventhough it‘s been some months now, I should still do a video about it - thank you for the reminder!
@@LuMiLevelUp wow what a crazy upsetting story. But I’m glad they eventually fixed the glazing for you.
I have a couple recent videos I did on the glazing. I had two bags that were purchased in 2013 that they considered a year for faulty glazing because it would get sticky. One bag I had them replace the glazing for free because I wanted to keep the bag because it was limited edition. The other bag, I decided to exchange it for a different bag altogether and pay the difference. It was smooth sailing so I don’t know why they were so unresponsive and difficult for you. What a bummer. Thx for sharing your story though. I enjoyed your video.
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Girllllllll this is soooo annoying. I’d probably just sell the bag. Lol
Maybe that's the exact reason, why the previous owner sold it 😅🙈
what a headache😅
Absolutely 🤯🤦🏼♀️ I was FURIOUS when the lady said, they can’t repair glazing 😅
@@LuMiLevelUp ridiculous😂😂
Liebe Mary, Louis Vuitton will definitely replace the glazing on your bag. The lady you had on the phone must have not been onboarded well. As a matter of fact, the worst customer service experience I had was with Louis Vuitton in Germany, but I also had bad service in Switzerland and I even made a video about it.
I know this might be frustrating for you since you live 200km away from your closest boutique, but you may want to consider driving down or up and visit the LV store in person, I am pretty sure they will be able to expect the bag and quote you a price for the repair, cause everything is actually listed in their system. I have done the same multiple times.
I really hope you get your beautiful bag repaired for a reasonable price and please keep us updated. Kussi 😘🫶🏼💗
Thank you Nastasia! I will have to check out your video on that topic (why is Germany so bad with customer service? 😅). I will definitely continue to make update-videos about the Vavin saga - and hopefully it will have a repaired happy ending 😁💕