Business Profile

Purses

Louis Vuitton USA Inc

Headquarters

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Complaints

This profile includes complaints for Louis Vuitton USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

411 total complaints in the last 3 years.
144 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/17/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order Number: PU01532203 Tracking Number: 1ZA446T90327983943 Item: Clemence Notebook, Monogram Total Paid: $297.78 Purchase Date: July 11, 2025 Shipping Method: *** Ground Delivery Address: ***************************************************************************************** I placed an online order with Louis Vuitton for a Clemence Notebook on July 11, 2025. The package was shipped via *** and marked as Delivered to front door at 12:02 PM on July 15. However, I was not at home at the time, and no package was found when I returned.There was no delivery photo, no signature, and no physical evidence of successful delivery. *** tracking merely states Left at Front Door. I checked thoroughly and confirmed with neighbors and building staff, but the package was nowhere to be found.I contacted Louis Vuitton customer service the same day. They initially told me to wait for follow-up, but I received no further communication. When I called back on July 17, I was informed that Louis Vuitton refused to take responsibility and told me to contact *** myself. This is extremely disappointingespecially since I am Louis Vuittons customer, not ***'s.Even more frustrating, I tried to file a claim with *** and received a message stating that the sender (Louis Vuitton) has restricted claims for this package, meaning I cannot even submit a loss report. As a result, I have no way to recover my money or item despite never receiving the product.I am seeking a full refund of $297.78, and I hope Louis Vuitton will take responsibility for this unresolved delivery issue and handle it properly.
Business Response
Date: 07/18/2025
Dear BBB,
Thank you for your correspondence.

After formal review, Louis Vuitton attempted to open a *** claim for the client.
*** has advised:
"Cannot submit claim.
The recipient has released *** from liability for this package. It is ineligible for a claim submission. Refer to the *** My Choice Service Terms for information on Liability Limitations.
Louis Vuitton is unable to further assist due to the client releasing *** from liability.
Best Regards,
Client Services
Customer Answer
Date: 07/18/2025
I am rejecting this response because:

Louis Vuitton claims *** would not accept a claim because the recipient released *** from liability.
However, I was never given any option to release liability, nor was I shown any clear terms or checkbox at checkout that explained this. I did not waive my rights knowingly or voluntarily. I simply had a *** My Choice account to track packageslike many customersbut that should not mean I forfeit my right to a refund or to basic delivery security.

Additionally, Louis Vuitton claims that a signature is optional for orders under $500, but at no point during the checkout process was I offered the option to request a signature for delivery. If such an option exists, it was hidden or inaccessibleand I received no notice of this policy during purchase.

Now that the item is missing, I am told that:

I cannot file a claim with *** because Louis Vuitton restricted that ability

I cannot receive a refund because *** claims I somehow waived liability

I cannot prove receipt because there was no photo, no signature, and no item

This essentially leaves me with no protection as a paying customer, and ********************** has offloaded all risk to me while providing no actual option to reduce that risk. This is not acceptable.

I am requesting a full refund of $297.78 for the undelivered item. Louis Vuitton must take responsibility for lost shipments, especially when no proof of delivery is available and no protective measures (signature, photo) were offered or executed.
Business Response
Date: 07/21/2025
Dear BBB,
Thank you for your correspondence.

After formal review, Louis Vuitton attempted to open a *** claim for the client.
*** has advised:
"Cannot submit claim. The recipient has released *** from liability for this package. It is ineligible for a claim submission. Refer to the *** My Choice Service Terms for information on Liability Limitations."
Louis Vuitton is unable to further assist due to the client releasing *** from liability.
Best Regards,
Client Services
Customer Answer
Date: 07/22/2025
I am rejecting this response because:
I am disappointed that Louis Vuitton has simply repeated their previous response, without addressing any of the key issues I raised.
I would like to make the following points clear:

1. I never received the item. *** provided no photo, no signature, and I was not home at the time. There is no proof of delivery.
2. Louis Vuitton claims that I released *** from liability. I have seen no evidence of this. I was not given any such option at checkout, and I did not knowingly sign or agree to any such waiver.
3. Louis Vuitton also claims that orders under $500 allow customers to choose signature on delivery. However, during my checkout process, no such option was ever presented to me.
Repeating the same generic response does not address my valid concerns as a paying customer. I am requesting a full refund of $297.78 for a product I never received.
Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought a Louis Vuitton bag for *******,and the sale woman told me it was a warranty on my bag,if the sale person would have told me the truth,there is no warranty I would have not purchased the bag. I want my money bag.. Now my bag is peeling on the handle and I only had never purchased the bag!!!!
Business Response
Date: 07/17/2025
Dear BBB,
Thank you for your correspondence.
After formal review, client has been requesting to return this bag via multiple claims.
Louis Vuitton is not able to further assist with a return, exchange, or refund.
Client was advised of full return policy and repair options.
Louis Vuitton does not offer warranty.
Best regards,
Louis Vuitton
Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
"After spending $15,000 between my sister and me at the Louis Vuitton store in ************, we were treated terribly. We purchased a perfume that cost nearly $400, but after applying it, it felt like plain water. When we expressed our concerns, nothing was done to address the issue. This experience has left us incredibly dissatisfied."P
Business Response
Date: 07/17/2025
Dear BBB,
Thank you for your correspondence.
After formal review, Louis Vuitton is unable to further assist, the client was notified.
Please see the full return policy.
Best regards,
Client Services
Initial Complaint
Date:07/10/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed an order for a $900 item requested a return label from Louis Vuitton and shipped it back via ***. The return was damaged via *** in transit from *** tracking the item became missing as a result. I called Louis Vuitton, and they started a claim with ***. Louis Vuitton closed the investigation with no resolution I called *** claims, and they said they would be willing to take ownership, but they need Louis Vuitton to call them *** even sent them an additional email. I cannot make the claim due to the agreement between *** and Louis Vuitton. Called Louis Vuitton and they are not willing to restart the investigation now I have no product and lost $900 as a result. Out of $900 for months now!
Business Response
Date: 07/10/2025
Dear BBB,
Thank you for your correspondence.
After review, the *** claim was denied.
The client was notified that Louis Vuitton is unable to further assist.
Best Regards,
Client Services
Initial Complaint
Date:07/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My sister purchased a Louis Vuitton wallet on March 15, 2024 (Order #*********************). In less than a year and a half, the canvas began peeling. She brought the wallet to the Louis Vuitton boutique, where she was initially told nothing could be done. After pushing back, the store agreed to keep the wallet and send it for assessment. After approximately three weeks, she was informed that no repair would be offered due to supposed chemical ********* sister is extremely careful with her items and confirms that the wallet was never exposed to chemicals. The explanation provided is inaccurate and feels dismissive. For a luxury item purchased at this price point, and from a brand that claims to stand behind its craftsmanship, this type of premature wear is unacceptable. Its especially frustrating that the company refused to take responsibility or offer any goodwill resolution.This lack of accountability and support is disappointing, especially considering our loyalty to the brand. The wallet should not be deteriorating after such a short period under normal use conditions.We are seeking a repair or replacement to resolve this matter fairly. I have photo documentation of the peeling and am happy to provide any other supporting information if needed. We hope Louis Vuitton will demonstrate the customer service and product quality it claims to represent.
Business Response
Date: 07/07/2025
Dear BBB,
Thank you for your correspondence.
After formal assessment,resolutions such as repair or replacement are unable to be offered.
Louis Vuitton has determined this is not a quality issue.
Louis Vuitton does not provide a leather goods warranty or 'lifetime guarantee' for our products.
Issues relating to a progression of wear, accidental damage, or usage of the item are not covered.
Best Regards,
Client Services
Initial Complaint
Date:07/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I feel extremely disappointed with LV! I bought other handbags, I worked fora sister company and never seen or been so mistreated!!!I tried to purchase a handbag 6 times !!! I called my bank, I called the customer service, and apparently there was nothing wrong with my bank, but yet they cancelled my order several times! Im traveling next week and was trying to buy a handbag but no matter how many times they always cancel my order as you can see. Not even an explanation or anything at all!!! Is my money not good enough???Whats the matter???
Business Response
Date: 07/07/2025
Dear BBB,
After formal review, Louis Vuitton is not able to further assist with the information provided.
Should the client wish to purchase, please contact or visit a store.
Best Regards,
Louis Vuitton
Initial Complaint
Date:07/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 5/09/2025 Store: Louis Vuitton - located in the Neiman ****** store Store: 3083 Ticket# ***** I went into the store to exchange a pair of sandals that I had purchased for my birthday, *********, and I decided to return them, but then decided to exchange them for another shoe with the help (suggestion) of the sales associate (****** *******). I purchased the LV Sneakerina for $975.00.I wore them for the first time to work and noticed how the quality of the shoes did not meet the quality standards I expected, and my attempts to resolve the issue have been unsuccessful. I contacted the sales associate as well as emailed Louis Vuitton, including the photos. The email I received from Louis Vuitton is below Thank you for contacting us regarding your LV Sneakerina sneakers.We are sorry to hear about your disappointment with the quality of the sneakers after only wearing them. We strive for the highest quality in all our products.Please note that once items have been worn, we are unable to accept returns or exchanges, as they are no longer considered to be in perfect, resalable condition.Regarding your request for an exchange, we invite you to revisit our Louis Vuitton store in Northpark Mall. Their team may be able to assist you with available options in-store. Unfortunately, if the store does not have suitable alternatives, we are unable to offer further options through Client Services, as this was a store purchase.We apologize for any inconvenience this may cause.Kind regards,****** *.Louis Vuitton Client Services **************** *********************************** I contacted the salesperson and was told there was nothing I could do because the shoes were worn. I find this very unacceptable. $975 is a lot of money to not be offered another solution. I did not want to return the shoes, I wanted to exchange them for something else, but that option was not provided. I was given like an oh well response.
Business Response
Date: 07/07/2025
Dear BBB,
Thank you for your correspondence.
After formal review, Louis Vuitton is not able to accept the item back for return.
Please see full return policy at ****************************.
Merchandise in perfect saleable condition with original receipt may be exchanged or returned for a full refund within thirty (30) days from the original purchase date except for high watches, high jewelry, and personalized or made-to-order items (including hot stamped or engraved products), which are final sale only.
Best regards,
Client Services
Customer Answer
Date: 07/11/2025
I am rejecting this response because: Yes, I wore the shoe once and the quality of the shoe is awful.. I paid $975 thats a lot of money for the quality to uphold the normal standards. I have purchased quite a few items from the brand, belts, purses, wallets, earrings etc. Im not asking for my money back instead Im asking to exchange them for another shoe. The bottom of the shoe should have been made with different material.. Im so upset, the shoes was purchased for my birthday
Business Response
Date: 07/15/2025
Dear BBB,
Thank you for your correspondence.
After formal review, Louis Vuitton is not able to accept the item back for return.
Please see full return policy at ****************************.
Merchandise in perfect saleable condition with original receipt may be exchanged or returned for a full refund within thirty (30) days from the original purchase date except for high watches, high jewelry, and personalized or made-to-order items (including hot stamped or engraved products), which are final sale only.

Best regards,
Client Services
Customer Answer
Date: 07/16/2025
I am rejecting this response because: The quality of the shoe is the issue and i want to exchange the shoe for another option
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I provided the order number so Im not going to go looking for all this information it can be searched up, this business has thee WORST customer support I have ever experienced in my 21 years on this planet, the wait times, the amount of times they just straight up ignore you, a claim that was supposed to take 2 weeks max has been stretched out for almost 3 months. I was the victim of a stolen package that was worth 400$ and a signature was not required. No sense that makes by the way, I have ordered things that cost less that require signatures. I have provided them everything and just been left in the blue for a whole month, then they return and say they cant do anything and file a police report so they can report it as crime, I have done that and sent the information and I have yet to hear back. These people are scamming, with the ammount of time you wait it seems like they just hope you forget about it. It can the possible for a company to be so ignorant there has to be some ethic or legality rule broken so now Im filing this I guess as a last resort.
Business Response
Date: 07/01/2025
Dear BBB,
Thank you for your recent correspondence.
After formal review, the *** claim was denied.
To reinvestigate, *** is requesting the full document police report and not the reference number.
Once this is obtained, please send the document to Louis Vuitton Client Services to proceed with a claim investigation.
Best Regards,
Client Services
Initial Complaint
Date:06/23/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im writing to express my deep frustration with the way my recent order was handled and to formally request appropriate *************** packagecontaining a $1,000 Louis Vuitton itemwas delivered to a ********************** a completely unrelated location. This level of carelessness is unacceptable, especially for a luxury item that required a signature. What followed was hours of stressful legwork on my part. I spent my Saturday, in 90-degree heat, trying to locate a package that should have been securely delivered to my home.On June 15, I spoke with a supervisor named *******, who offered a few perfume samples as compensation. I want to be clear: that offer is unacceptable. This was not a minor inconvenienceit was a serious delivery failure that placed the full burden on me.Lets be honest: the responsibility of resolving this didnt fall on Louis Vuitton or **** There was no need for your team to file a lengthy claim, investigate a lost item, or absorb a financial lossbecause I did all the work to recover the package myself. I saved both companies significant time, effort, and cost.I expected more from a brand that prides itself on premium service and customer care. I strongly urge you to re-evaluate the situation and offer a resolution that reflects the stress, time, and inconvenience I endured while recovering a high-value item that should never have gone missing in the first place.
Business Response
Date: 06/25/2025
Dear BBB,
Thank you for your correspondence.
We truly understand how upsetting it must have been to have your recent order delivered to the wrong location, and we sincerely regret the trouble and frustration this caused you.
We acknowledge the time and effort you personally invested in recovering your package, and we deeply apologize that this experience fell short of what you expect from us.
Now that you've retrieved your package, please know that while we are unable to assist further with the retrieval, we have filed a formal complaint with the delivery service to prevent similar issues from happening in the future.
Best regards,
Client Services
Customer Answer
Date: 06/26/2025
Thank you for your response, but it is highly unsatisfactory. Filing a claim with the shipper does not resolve the matter for me as the paying customer, who went through significant effort to recover the package and still received no compensation or proper follow-up.

After multiple unanswered replies from your team and no clear resolution after I’ve provided my information. I had to personally drive to Walmart to retrieve the package—only to discover it had been signed for by someone named “Karla.” I am not Karla, and no one by that name is authorized to accept packages on my behalf. This was a serious breach in delivery protocol, and yet I received no apology, refund, or compensation for the inconvenience.

Your generic response and lack of accountability fall short of the service one expects from a luxury brand like Louis Vuitton, as my attempts to resolve this directly have been repeatedly dismissed or ignored.

I am again requesting appropriate compensation for the time, stress, and effort caused by this mishandled delivery. I expect this matter to be escalated and handled with urgency

Business Response
Date: 06/26/2025
Dear BBB,
Thank you for your correspondence.
We regret to inform you Louis Vuitton takes great pride in our products, and for this reason we do not offer sales, promotions, or discounts on our merchandise. Ensuring that our pricing is fair and consistent for all of our many clients around the world.
We apologize for any disappointment this may have caused you.
Louis Vuitton is unable to further assist.
Best Regards,
Client Services
Customer Answer
Date: 06/26/2025
I am rejecting this response because: The attached document from ups shows signed by a Karla - does it look like that was me that signed ? The order was sent to a Walmart bison center . I had to drive to this Walmart . You are doing nothing to a consumer ? Why did your customer service reps ask for my information twice and no further research has been done to understand what I’m saying is true and accurate - due to the lack of accountability and the absence of both compensation and a satisfactory resolution. The response I received feels dismissive and offers no recognition of the inconvenience or loss I’ve experienced — including the risk and time I took retrieving a high-value package that was mishandled.

I respectfully ask for this matter to be re-reviewed and properly addressed by someone higher within your customer care or escalation department.
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pair of sneakers some time ago and have only worn them approximately four times. Unfortunately, the sole has detached from the shoe, which I believe is not due to normal wear and tear, but rather a manufacturer defect. After storing the item in my closet for some time, I recently brought it to the store for repair.Initially, I was told the repair could be done and would take about six weeks. However, after two weeks, I was contacted and informed that the repair would cost $145, which I find unreasonable given the limited use of the sneakers and the nature of the ********* hoping to find a more reasonable and fair resolution, as I believe this issue should be addressed under manufacturer responsibility rather than being treated as a standard repair.Thank you for your time and assistance. I look forward to your response.
Business Response
Date: 06/19/2025
Dear BBB,
We are in receipt of your letter and please to respond in writing.
Louis Vuitton has concluded this to be part of normal usage and wear of the item over time.
Louis Vuitton does not provide a leather goods warranty or 'lifetime guarantee' for our products.
Issues relating to a progression of wear, accidental damage, or usage of the item are not covered under this guarantee.
Based on the assessment, the wear of the product is related to age and progression of use and it not a quality concern.
Client is able to proceed with a repair for the quoted amount or decline repair options.
Should the client wish to move forward please connect with the store assist with the potential repair.
Best Regards,
Client Services
Customer Answer
Date: 06/24/2025
I am formally rejecting this response. The seller currently has possession of my item, which prevents me from uploading any additional photos at this time. Regardless, the explanation that this damage is due to wear and tear is unacceptable and not supported by the facts. I own several designer shoes, including sneakers, many of which are over 15 years old, and none have ever experienced the sole separating from the upper. This type of failure is not consistent with normal wear and tear it is a clear defect in workmanship or materials.

Given the significant cost of this item, I expected a level of quality and durability that was clearly not met. This issue raises serious concerns about the integrity of the product. I request a full resolution in accordance with my consumer rights, and I am prepared to escalate this matter further if necessary.

Business Response
Date: 06/26/2025
Dear BBB,
We are in receipt of your letter and please to respond in writing.
After formal assessment with the quality team, Louis Vuitton has concluded this to be part of normal usage and wear of the item over time.
Louis Vuitton does not provide a leather goods warranty or 'lifetime guarantee' for our products.
Issues relating to a progression of wear, accidental damage, or usage of the item are not covered under this guarantee.
Based on the assessment, the wear of the product is related to age and progression of use and it not a quality concern.
Client has declined, and the item is being sent back to the store for the client to collect.
Should the client wish to move forward please connect with the store assist with the potential repair.
Best Regards,
Client Services

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Louis Vuitton USA Inc is NOT a BBB Accredited Business.