Complaints

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

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• 

  Louis Vuitton USA Inc

  4200 Regent Blvd STE C200 Irving, TX 75063-2250

• 

  Louis Vuitton

  1000 Ross Park Mall Drive Pittsburgh, PA 15237

• 

  Louis Vuitton

  1 Atlantic Ocean Atlantic City, NJ 08401

• 

  Louis Vuitton

  1 Atlantic Ocean Atlantic City, NJ 08401

• 

  Louis Vuitton

  2801 W. Big Beaver Troy, MI 48083

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:05/03/2023

  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.

  Hi - I purchased a LV bag on March 19. Order # ********************* I tried to return this to a local ******* boutique and they would not take it back, saying I had used the bag. I have NEVER used it.Now, I am past the point of the return, since I bought it more than 30 days ago. I simply want to return this bag that I have NEVER used and was wrongly accused.Please advise.

  Business Response

  Date: 05/03/2023

  Dear BBB, 

  We are in receipt of your letter dated May 3, 2023, and are pleased to respond in writing. 

  After formal review of the client's case, it has been determined that this order has surpassed our 30-day return policy time frame. 

  We are unable to assist in facilitating a return or exchange for this item. 

  For more information on our return policy, you may visit our website at LOUIS VUITTON Official *** Website. 

  Warm Regards, 

  **************** Client Services 

  Business Response

  Date: 05/03/2023

  Dear BBB, 

  We are in receipt of your letter dated May 3, 2023, and are pleased to respond in writing.

  The client was able to visit the store and has been assisted. This case has been fully resolved.

  Warm Regards, 
  **************** Client Services 

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because:   

  Thank you, Kels. The store manager did assist me with the return and he provided exceptional service.

  I have been trying to return a bracelet I purchased from Louis Vuitton online. I had initiated the return, yet for some reason the item was never received by the warehouse. It was then sent back to me, and it is unworn, and I wish to return it.

  Can you kindly assist me with this return for the bracelet? Order number: NX597622698

  It says "pending customer return." Thank you. 

  Business Response

  Date: 05/16/2023

  Dear BBB, 

  We are in receipt of your letter dated May 12, 2023.

  After researching the client's case further, it is my pleasure to confirm that the clients concern has been escalated to the leadership team.
  The client has been contacted in regard to the transaction.

  We appreciate your partnership.

  **************** Client Services

• Initial Complaint

  Date:05/01/2023

  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.

  Dear Better Business Bureau,I am writing to express my extreme dissatisfaction with the customer service provided by LV in regards to order number NX649302366. I returned both items in this order due to some defects, and while one return was received by the company on April 13th, which they confirmed on live chat, the other return was damaged in transit.I contacted client services regarding the damaged item and they opened a claim about it. However, ever since the claim was opened, LV has been ignoring my emails and has not provided me with any information about my returns. I have not even received a refund for the return that was received by them two weeks ago.I am extremely disappointed and worried that my $3500 is stuck with LV. The lack of communication and assistance from LV's customer service team is unacceptable. I am feeling frustrated and concerned about the status of my returns.I request your immediate intervention in this matter to help me get a resolution to this issue. I would like to receive my refund for both returns as soon as possible.Thank you for your assistance in this matter.Sincerely,************

  Business Response

  Date: 05/03/2023

  Dear BBB,
  
  We are in receipt of the client's response dated April 29, 2023, and are pleased to respond in writing.
  
  There has been a formal assessment of the client's case regarding order NX649302366.

  We are delighted to confirm the client's concern has been escalated to our Resolutions Team and Distribution Center.
  
  Per tracking 1ZR2647E9191722009, it has been reconfirmed this package was not received at the Louis Vuitton Distribution Center. A *** claim has been opened on behalf of the client to investigate. Louis Vuitton is not able to process a refund for an item not received.  

  Per tracking 1ZR2647E9191168190, this indicates damage *** have occurred during transit. This package has not been delivered to Louis Vuitton. There is currently a *** claim investigation taking place. Please allow time for the claim to process.

  Both tracking's have *** claims, these are actively being investigated. The client has up to 3 *** claims. Each *** claim can take up to 14 days. Please allow time for the claims process.
  
  Thank you for your partnership.
  ****************
  Client Services

  Customer Answer

  Date: 05/22/2023

  I am rejecting this response because:   

  Dear ****************,
  I appreciate your response regarding my complaint, but I would like to clarify some points.
  Firstly, I followed the instructions provided by Louis Vuitton clearly and returned the item using the prepaid label provided by your company. I believe I have done my due diligence as a customer, and if the package is not delivered or damaged in transit, it should be a matter between Louis Vuitton and **** I should not be held responsible for any issues that arise during the shipping process.
  Regarding the damaged return, it has been well over a month since the claim was opened, and I have not received any updates on the status. I find this lack of communication concerning. On the other hand, Louis Vuitton customer support confirmed multiple times that they received the return and were processing the refund. However, I have yet to receive the refund, and it seems that the company has changed its statement after my repeated inquiries.
  I placed the order for these items on March 14th, and today is May 22nd. I find it incredibly disappointing that a renowned brand like Louis Vuitton cannot effectively address a simple return issue and provide satisfactory customer service. I have had better experiences with companies like Wish and Alibaba, which are not known for their exceptional customer service. This situation has left me frustrated, and I demand a prompt resolution and refund.
  I kindly request that you escalate this matter to the appropriate department or supervisor for immediate attention and resolution. I expect to receive a response with a comprehensive update on both the missing and damaged return as well as a clear plan for resolving these issues. Additionally, I would appreciate transparency and regular updates throughout the process.
  Thank you for your understanding and cooperation.
  Sincerely,

  Sagar thakur

  Business Response

  Date: 05/23/2023

  Dear BBB,
  
  We are in receipt of the client's response dated April 29, 2023, and are pleased to respond in writing.
  
  There has been a formal assessment of the client's case regarding order NX649302366.
  We are delighted to confirm the client's concern has been escalated to our Resolutions Team and Distribution Center.
  
  Per tracking 1ZR2647E9191722009, it has been reconfirmed this package was not received at the Louis Vuitton Distribution ****************** claim has been opened on behalf of the client to investigate. Louis Vuitton is not able to process a refund for an item not received.  
  Per tracking 1ZR2647E9191168190, this indicates damage *** have occurred during transit. This package has not been delivered to Louis Vuitton. There is currently a *** claim investigation taking place. Please allow time for the claim to process.
  Both tracking's have *** claims, these are actively being investigated. Please allow time for investigation. Louis Vuitton will notify you of any information. 
  
  Thank you for your partnership.
  ****************
  Client Services

  Customer Answer

  Date: 07/11/2023

  Dear Better Business Bureau, I am writing this letter to file a formal complaint against Louis Vuitton regarding the abysmal customer service I have experienced with the company. Despite being a well-known and reputed brand, their handling of my order NX649302366 has been nothing short of a nightmare. I implore you to investigate this matter and hold Louis Vuitton accountable for their unacceptable business practices. On March 14th, I placed an order with Louis Vuitton for a product. However, upon receiving the item, I discovered that the size was incorrect. I promptly returned the product within a week, expecting a smooth refund process. Unfortunately, that has not been the case. Today, on July 10th, I am still awaiting my refund, with no satisfactory resolution in sight. Initially, Louis Vuitton informed me that the returned item had been delivered to their warehouse and that I needed to wait for 14 days for the refund to be processed. However, they later contradicted themselves, claiming that there was a miscommunication and the item was not received at their warehouse. Consequently, they initiated a claim with **** which was supposed to take 14 days, but ultimately took a staggering 30 days. Throughout this entire period, the customer care representatives were utterly useless, providing no assistance or support whatsoever To exacerbate matters, *** denied the claim, despite me providing them with all the necessary documents confirming that the item had indeed been delivered to Louis Vuitton's warehouse. *** informed me that Louis Vuitton claimed they never received the package, effectively absolving themselves of any responsibility for the refund. This is despite the fact that I used the prepaid insured label provided by Louis Vuitton themselves. In an effort to resolve the issue, I had to reopen the claim with **** requesting a more thorough investigation. Eventually, *** located the lost package and awaited instructions from Louis Vuitton regarding where to send it. Regrettably, this led to yet another closed investigation. It is evident that Louis Vuitton's customer service is a complete joke. Each time I inquired about why I couldn't receive a refund when *** had located the return and was willing to send it back, I received automated replies stating that the claim had been denied and they could not take any further action. This response is completely inadequate and showcases their disregard for customer satisfaction. This entire ordeal has been an exercise in frustration, time wasted, and financial loss. I am appalled by Louis Vuitton's lack of professionalism and their inability to rectify the situation. Their behavior is not befitting of a reputable company, and I strongly advise others to exercise caution when considering purchasing from them. In light of the aforementioned details, I kindly request that the Better Business Bureau investigate this matter thoroughly. It is my hope that your intervention will compel Louis Vuitton to address their poor customer service practices, compensate me for the loss incurred, and prevent other customers from enduring similar experiences. Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

  Business Response

  Date: 07/13/2023

  Dear BBB, 

  We are in receipt of your recent correspondence dated July 12, 2023 and are please to respond in writing. 

  After formal investigation, *** has indicated these packages were not delivered to Louis Vuitton. 

  *** has advised that the client will need to contact them directly to better assist with this claim and they will need to speak to them directly for this investigation to continue. Please call *** via number ************. 

  The client was notified Louis Vuitton is not able to further assist on this case.

  Best Regards,

  **************** Client Services

• Initial Complaint

  Date:04/28/2023

  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 advised LV that i was going through an insurance claim to repair my bag and NOT TO FIX MY BAG until payment was confirmed with the insurance company. Nonetheless, they shipped the bag out for repair TWICE and WITHOUT AUTHORIZATION. A staff member agreed to provide the insurance company with additional information and later a supervisor declined while siting store policy that they are unable to do so. they repair the bag and the insurance declined the claim without additional information from the store member. I asked them to return my original bag and they cannot because its repaired WITHOUT MY CONSENT.

  Business Response

  Date: 05/03/2023

  Dear BBB,

  We are in receipt of the client's response dated April 27, 2023, and are pleased to respond in writing.
  
  After extensive review by leadership:

  This client dropped her repair off on 2/2/2023. ******* asked if we could provide a letter for her insurance company to show proof of the damage to her bag. We explained we can provide a receipt of the quote cost. But we can't provide anything more for her to provide to the insurance company.
  
  After a week, the client called upset to ask why her repair was in progress. We explained that once the item is sent out and signed for all leather parts to be repaired. The process to repair the item will begin. To help the client we stopped the repair and had it returned to our location.
  
  Once the item arrived back in the store, we contacted the client to notify her. She was upset we requested the item back and stopped the repair. We apologized and explained that we offered to stop the repair to give her time to get a refund check from the insurance company as we do not complete repairs without the client agreeing to pay. ******* stated she just wanted the item to wait for the insurance company to get back to her.
  
  The specialist explained to her we can't keep her item at the repair center until she is ready to start the repair. We explained that once she agreed to have the repairs sent to the repair center the item would then begin being worked on.
  
  On 4/5/2023, *******'s repair was completed and returned to our location. When we contacted the client for pick up. She expressed to us that her claim was denied and that she would not be paying for the repair. 

  Louis Vuitton is not able to release the item without full payment of the repair cost. 

  Thank you for your partnership. 

  **************** Client Services

• Initial Complaint

  Date:04/26/2023

  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.

  Dear Sir/Madam,I've signed up and placed an online order with Louis Vuitton (************************************) on February 3, 2023.I've purchased a pair of pants "Black Monogram Cloud Wide-Leg Pants" and the order # "nx643398380" was issued to my online transaction. Received the shipment from the company on March 3, 2023.A wrong item was delivered to me. Instead of Black Monogram Pants a Black Monogram Shawl was sent.I've contacted my nearest LV store and requested assistance and I've been advised to send it back as a wrong item. I did as it was advised on March 09, 2023 but to my surprise the item was return to me back on March 24, 2023.I've contacted again and on April 03, 2023 I've received the following email: "We apologize for the delay. Kindly note, due to not receiving prior notification that the wrong item was received our distribution center proceeded per standard procedure and shipped your return back to you."But it was clearly mentioned as a "Wrong Item" already.I've sent another two email to their customer service and the last email dated April 12, 2023 was stating the following "Upon further review, we show order nx643398380 was returned to you as we were able to confirm with the Workshop that the correct item was indeed shipped."I'm not sure what is wrong with the customer service but within one week I received two totally different emails Please help me to resolve this issue with the company and I am requesting the correct item to be shipped or a full refund otherwise a Small Claims Court case will be opened against this transaction.Sincerely,*******************************

  Business Response

  Date: 04/26/2023

  Dear BBB, 

  We are in receipt of the client's response dated April 25, 2023, and are pleased to respond in writing.
  
  After extensive review, it has been determined the correct item/SKU was picked and shipped for order NX643398380. 

  Should the client wish for a refund, the correct item would need to be returned to Louis Vuitton in unused, pristine condition.  

  At this moment Louis Vuitton is unable to further assist. 

  Warm Regards, 

  **************** Client Servies

   

  Customer Answer

  Date: 05/01/2023

  Dear BBB,

  Based on the statement received from Louis Vuitton Client Services "it has been determined the correct item/*** was picked and shipped for order NX643398380"

  I did some additional research and found out that the *** "1AAY3U" belong to "Black Monogram Cloud Wide-Leg Pants" (Please see the original invoice attached to this message). After some more further review I found out that the same *** "1AAY3U" was attached to the Wrong Item received "Black Monogram Shawl". Attached to this email please see 4 detailed pictures showing the Wrong Item "Black Monogram Shawl" with correct *** attached which belongs to the Pants which were ordered originally (*** 1AAY3U Size 36). After that I even took this Wrong Item "Black Monogram Shawl" to my nearest LV store and the store representative also confirmed that the Wrong Item received has the label of the correct item ordered. The LV store representative explained that it's a possible warehouse mistake and that the *** label was misplaced on a wrong item which was shipped to me by the mistake !

  Since the label with correct *** 1AAY3U was misplaced on the wrong item, this means that the correct *** with the Wrong Item was scanned and shipped for the order NX643398380 as it was stated in the email to BBB received from Louis Vuitton Client Services.

  Please review the invoice and the pictures attached and please help me with this issue ASAP.

  Sincerely,

  *******************************

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because:   The statement received from LV is not correct or has some misinformation and the response already was provided 

  Dear BBB,
  Based on the statement received from Louis Vuitton Client Services "it has been determined the correct item/*** was picked and shipped for order NX643398380"
  I did some additional research and found out that the *** "1AAY3U" belong to the correct item "Black Monogram Cloud Wide-Leg Pants" (Please see the original invoice attached to this message). After some more further review I found out that the same *** "1AAY3U" was attached to the Wrong Item received "Black Monogram Shawl". Attached to this email please see 4 detailed pictures showing the Wrong Item "Black Monogram Shawl" with correct *** attached which belongs to the Pants which were ordered originally (*** 1AAY3U Size 36). After that I even took this Wrong Item "Black Monogram Shawl" to my nearest LV store and the store representative also confirmed that the Wrong Item received has the label of the correct item ordered. The LV store representative explained that it's a possible warehouse mistake and that the *** label was misplaced on a wrong item which was shipped to me by mistake !
  Since the label with correct *** 1AAY3U was misplaced on the wrong item, this means that the correct *** with the Wrong Item was scanned and shipped for the order NX643398380 as it was stated in the email to BBB received from Louis Vuitton Client Services.
  Please review the invoice and the pictures attached and please help me with this issue ASAP.
  Sincerely,
  *******************************

  Business Response

  Date: 05/03/2023

  Dear BBB, 

  We are in receipt of the client's response dated April 25, 2023, and are pleased to respond in writing.
  
  After extensive review, an internal investigation was conducted. It has been determined the correct item/SKU was picked and shipped for order NX643398380. 
  

  Louis Vuitton has also determined we have never used this same SKU for any shawl. 
  

  Should the client wish for a refund, the correct item would need to be returned to Louis Vuitton in unused, pristine condition.  
  

  Louis Vuitton is unable to further assist. 
  
  Warm Regards, 
  **************** Client Servies

  Customer Answer

  Date: 06/02/2023

  I am rejecting this response because:   A wrong item was received and reported to the merchant immediately. Based on the research concluded on my end the correct SKU (bar code) was misplaced on the WRONG ITEM - Shawl and the Shawl was shipped to me instead of Pants.  I am still requesting the correct item to be shipped to me upon availability or a full refund (if the item is not available).  Since it is impossible to communicate and have the issue resolved, merchant has until next Friday, June 9, 2023 to fix the error/mistake otherwise a Small Claims Court case will be filed against this purchase.

  SIncerely,

  **************

• Initial Complaint

  Date:04/25/2023

  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.

  So I order 2 purse online from Lv over 30 days ago still haven't got was supposed to be delivered on March 22 2023 was home Wating noting came look on line said delivered to **** sign for it no **** hear called them tey had *** open case they called me said they were going look into it and said driver out no one ever came out sent my camera to them in screen shoot each time it went off no one delivered any that time waited 14 days clam denied they reopen clam again it's almost **** dollars for the 2 purse getting run around

  Business Response

  Date: 05/04/2023

  Dear BBB,
  
  We are in receipt of the client's response dated April 25,2023, and are pleased to respond in writing.
  
  After formal assessment of the client's case, we are delighted to confirm that the clients concern has been escalated. 
  

  Client would need to provide supporting documentation to support the *** investigation. Client was advised by Louis Vuitton 05/04/2023. 
  
  The client has up to 3 *** claims. Each *** claim can take up to 14 business days. Please allow additional time for the claim process once supporting documents are provided. 
  

  At this moment, we are unable to further assist without supporting documents requested by ***. 
  
  Thank you for your partnership.
  ****************
  Client Services

  Customer Answer

  Date: 05/05/2023

  I am rejecting this response because:   Not fixed yet 

  Customer Answer

  Date: 05/08/2023

  I would like the lady from Louis Vuitton to contact me again they called me because the police department won't give me a report

  Business Response

  Date: 05/09/2023

  Dear BBB, 
  

  We are in receipt of your letter dated April 25,2023. 

  Louis Vuitton is unable to further assist in this case until a full police report is filed. 

  It has been determined that the City of ****************** will take a report if filed fully with all required elements. 

  Once this is completed all investigations will resume. 

  Best, 

  **************** Client Services

  Customer Answer

  Date: 05/17/2023

  I am rejecting this response because:   I found the report. They said Louis Vuitton has a called him and told him that I can do a report because I need to talk to him that his civil.

• Initial Complaint

  Date:04/24/2023

  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 made a return to the store by sending the item back in the box and label provided by the company. I sent the package back to the company via *** in February 2023. I reached out to the company for my refund and *********** claims the package was received opened and empty. A claim was opened with *** in March 2023. I have called the company multiple times to resolve the issue but they are uninterested. I have called *** and they said Louis Vuitton did not release the package for investigation for the claim. *** needs pictures of the damaged box or to pickup the box for in person investigation Louis Vuitton is not cooperating. They state they sent pictures but *** has no record of that being true. They say to go through the bank only to say if we do go through our bank they will no longer assist ** which is what I think they want. Im seeing other complaints filed on BBB with similar situations which makes it seem like this company is stealing from their customers. It is now late April 2023 and my issue has not been resolved when all it takes is for them to email pictures to *** with the damages. Louis Vuitton says *** wants a copy of my drop off receipt which I didnt have so I went to the *** store to request copy. They let me take a picture of their screen with all the information and I sent that to Loui Vuitton only to find out all *** wants are the pictures of the damage to continue my claim. Why is Louis Vuitton asking for unnecessary information and not releasing the package to *** for investigation? My case has been escalated multiple times which hasnt helped resolve my case. I have asked for pictures of the damages but the manager said its private information. How are pictures of a box I sent to them private? Such a shame this company treat its customers this way as I can see from other complains this is not the first time this happens. Buyer beware of return scams!

  Business Response

  Date: 04/26/2023

  Dear BBB, 

  We are in receipt of your response dated 4/25/2023 and are pleased to respond in writing. 

  After formal review with all teams, the client has been advised the *** claim process would need to finalize. 

  Client has also sent in multiple incorrect documents. The client has up to 3 *** claims. Please allow additional time for investigation. 

  Warm Regards, 

  **************** Client Services

  Customer Answer

  Date: 05/04/2023

  I am rejecting this response because:   Louis Vuitton is not cooperating with **** They have not released the package to *** for investigation nor provided images of the damaged package for *** to continue the process. This is the only claim I have open with the store and *** I dont know why they are saying there are 3 claims. I have provided all necessary documentation and all that is left is for them to provide the information to *** which they are declining to do. 

  Business Response

  Date: 05/09/2023

  Dear BBB,
  
  We are in receipt of the client's recent response and are pleased to respond in writing.
  
  After formal assessment of the client's case, we are delighted to confirm that the clients concern has been escalated to our Resolutions Team.
  
  Per tracking the package was received empty at the Louis Vuitton Distribution Center.
  
  Currently A *** claim is actively being investigated. The client has up to 3 *** claims on this one package to. Please allow additional time for the claim process. 

  At this moment Louis Vuitton is unable to further assist. The client will be notified once results are received. 

  
  Thank you for your partnership.
  ****************
  Client Services

• Initial Complaint

  Date:04/21/2023

  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 received the pochette ****** reverse upon closer inspection I saw glazing issue ******* at saks admitted it was defective and had another defective one in store and rhey will not exchange. HORRIBLE CUSTOMER SERVICEi feel they r selling bad quality bags I have the text from him saying yes it's defective

  Business Response

  Date: 04/26/2023

  Dear BBB, 

  We are in receipt of the client's response dated April 20, 2023, and are pleased to respond in writing.

  After review, the client has been contacted and invited into the store by leadership. 
  

  Warmest Regards,
  ****************
  Client Services

• Initial Complaint

  Date:04/21/2023

  Type:Billing 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.

  On 4/12/23 I noticed that my Delightful purchased in May 2015 was peeling. The monograms on one side was almost completely gone. I immediately reached out to LV customer service who requested I bring the bag in for inspection. I also contacted my SA who advised the issues with the bag is a known defect and I was entitled to a replacement of the same bag or the price comparable to the bag to get another at or above the same price. Since the Delightful is no longer being made she advised it was replaced by the graceful and the current price is $1890.00. So I would need to spend that or above. Since she is located hours away from my current location I took the bag in on 4/15/23 to my local store. The rep female was nice and was advising the same thing my SA text me. She then took the defective bag in the back and when she came back thats when the story changed. I was then told LV has a new 5 year rule for known defective items to be addressed. However, since she had already told me there would be a replacement she would honor that. I was thankful but then the pricing changed to $1440 plus tax and I must get a bag that day. I tried asking multiple times why the price difference and why I had to pick that day since there was nothing at the moment I wanted. I simply was okay with a store credit to use at another time. I got no where with my questions and ends up with a bag that is sitting in box because I dont want it. I called customer service and I was told to schedule and online repair call. I did that and the rep who called advised me the same info as my SA and not the store. She was not sure why I was pressured into purchasing a bag that day and not just given the correct amount and store credit. The repair rep advised she would reach out to the store to call me and I have yet to hear from them.

  Business Response

  Date: 04/26/2023

  Dear BBB, 

  We are in receipt of the client's response dated April 20, 2023, and are pleased to respond in writing.

  After review, the client has been contacted and invited into the store by leadership. 

  Warmest Regards,
  ****************
  Client Services

   

  Customer Answer

  Date: 04/26/2023

  I am rejecting this response because: There still has been no clarity on why the pricing is different from the store versus what I was told by the repair rep over the video call and the ** at another location. 

  Business Response

  Date: 04/26/2023

  Dear BBB,

  We are in receipt of your most recent response dated 4/26/2023. 

  Store leadership has confirmed communication with the client inviting the client in store to offer alternate solutions. 

  During the phone call the client was advised of the credit/quote pricing.

  Louis Vuitton is only able to acknowledge the selling price at the time of the client's purchase for the delightful. 

  Our Louis Vuitton store leadership team is awaiting the client's visit to further assist as advised. 

  **************** Client Services

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Made an online purchase of two Nano Speedy handbags for a my partner on April 5, 2023 for $5062 ******** dollars so she would have the option of picking which one was in the best condition given our previous in store experiences of seeing bags with minor defects. We received both bags and upon review my partner found defects in the craftsmanship and immediately packed them for return. 10 days later the items were rejected at the warehouse with a claim of them having been worn with no further details. These two items left their original shipping boxes for less than 30 mins in our condo. The items that we look at in store are more "worn" than the purses we reviewed. **************** has no details on how they identified these items as worn and are refusing to issue a refund. The straps for the purse were never even taken out of the inside of the purse because the defects were that clear upfront. Louis Vuitton is not honoring their own return policy. Order number nx655447573.

  Business Response

  Date: 04/20/2023

  Dear BBB,

  We are in receipt of your letter dated 4/20/2023.

  After researching the client's case further, it is my pleasure to confirm that the clients concern has been escalated to the leadership team.
  We have contacted the client and have resolved the case. We appreciate your partnership.
  
  Warm Regards,

  **************** Client Services

  Customer Answer

  Date: 04/28/2023

  I am rejecting this response because:   Haven't received my refund yet and doesn't look like there's any progress on the account outside of the return has been accepted by the Warehouse on Friday April 21st. Will close case once refund has been received.

  Business Response

  Date: 05/02/2023

  Dear BBB,

  We are in receipt of your recent letter.
  It is my pleasure to confirm that the client's concern has been escalated to the leadership team.
  We have contacted the client and have fully resolved the case. We appreciate your partnership.
  
  Warm Regards,
  **************** Client Services

   

  Customer Answer

  Date: 05/09/2023

  I have reviewed the business response and accept this resolution. Refund has been issued.

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On February 1 of 2023 I went to the Louis Vuitton in the Bloomingdales in ************* ********. I requested to have my bag repaired and was told that it would take around 4 to 6 months to complete I was provided with the associates contact information to get a status update on my repairs. On April 16 of 2023 I tried to contact the associate. I have not received a response from the associate so I tried contacted Louis Vuitton customer service line I was advised that my bag was repaired on February 17, 2023 and received in the store on February 24, 2023. I question why I was not contacted to be notified that my bag was done, and I could not receive an answer. I called back a second time, and they advised that they do not believe my bag is in-store, and that they would reach out to the store to see if my item was available for pick up I still have not heard a response back from the store. On my third attempt to call the customer service line I was advised that my bag was not repaired as they tried to contact me back in February in regards to pricing but did not hear back from me and that my profile indicates that I cannot be contacted via email mail or phone. I questioned how did they try to contact me in regards to pricing if my profile stated that information which I was unaware of and she stated that they still tried to contact me via phone even though my profile states not to contact me through that method, which was contradictory information. This representative advised that the item is in fact in the store, and was sent to the store for pick up. I advised that I did not receive any of those calls and I was not advised that my item was available for pick up. They said that they would reach out to the store to see if they could update me on the status of my bag and I still have not heard back.

  Customer Answer

  Date: 04/19/2023

  On February 1 of 2023 I went to the Louis Vuitton in the Bloomingdales in ************* ******** I was told at the time my repairs would cost $600. I went to the store on April 19th to see if my item was available for pick up and they provided me with the bag with repairs. I was then told my total would be $85 more the originally quoted. I believe that all of this compacted, I have received the worst customer service ever. 

  Business Response

  Date: 04/20/2023

  Dear BBB,
  
  We are in receipt of your letter dated 4/19/2023.

  After researching the client's case further, it is my pleasure to confirm that the clients concern has been escalated to the store leadership team.

  The client was able to collect her item from the store yesterday 4/19/23. 

  Warm Regards,
  ****************Client Services

   

   

   

  Customer Answer

  Date: 04/20/2023

  I am rejecting this response because:   On February 1 of 2023 I went to the Louis Vuitton in the Bloomingdales in ************* ******** I was told at the time my repairs would cost $600. I went to the store on April 19th to see if my item was available for pick up and they provided me with the bag with repairs. I was then told my total would be $85 more the originally quoted. I believe that all of this compacted, I have received the worst customer service ever. 

  Customer Answer

  Date: 04/21/2023

  My complaint has been resolved as of April 20 2023 as the manager has now called me back and advise that they refunded me in the amount of $90 which is the difference plus tax of the correct amount that I was told for the repairs. 
  

  thank you for all of your assistance and help.

  Customer Answer

  Date: 04/24/2023

  My complaint has been resolved as of April 20 2023 as the manager has now called me back and advise that they refunded me in the amount of $90 which is the difference plus tax of the correct amount that I was told for the repairs. 
  

  thank you for all of your assistance and help.