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Business Profile

Purses

Louis Vuitton USA Inc

Headquarters

This business is NOT BBB Accredited.

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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

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Louis Vuitton USA Inc has 59 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 June 23rd, 2024 I walked into the Louis Vuitton Store in ****** ***** at the Domain. I had dropped off a bag that I had purchased with them to be sent for repair. They provided me a case number and sent it off - (Care Number: o194011375). On August 9th, I was informed that the bag had been returned without any repair and they did not specify any reason why. The associate I was working with said they would reach out to the repair team and see what they could find out. On August 26th, 2024 he reached out again saying that the repair team asked that my bag be sent back for re-evaluation. I didnt hear anything after that. I reached out on October 31st to get an update, I was told that my bag was received at the repair center September 5th, and there was no update. On November 4th, I was given an update that the repair would take an additional two months. After that I didnt hear anything. On February 6th, 2025 I reached back out for an update. I was told my estimated delivery date would be February 28th, 2025. After that I heard nothing. March 26th, 2025 I called customer service for an update and they said it wouldnt be until mid May of 2025 that I might get the repair done. I havent heard back since. The website clearly stated that it takes 6 weeks for a repair, at this point they have had my bag for nearly a year. I have the value of the bag, and just want to get a refund or a credit.This has been a terrible experience and customer service from this brand.

      Business Response

      Date: 04/08/2025

      Dear BBB, 

      Thank you for your recent correspondence. 

      After review, this case has been escalated to store leadership. 

      Best Regards, 

      Client Services 

      Business Response

      Date: 04/09/2025

      Dear BBB, 

      This client has been contacted with a resolution. 

      Please close the case. 

      Best regards, 

      Customer Answer

      Date: 04/09/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:04/03/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 March 31st, 2025, I purchased a Keep It bracelet while I was on vacation at the ************** location in *****, ******. During my visit, the sales associate ****** showed me the bracelet. While I was trying it on, I saw on the tag that it is a size 21. Since I know that there is a size 19 that will fit me better, I asked him to show me it, but he refused stating that the one I have is indeed a size 19 and not 21. After his reassurance, I bought it. When I got back in ******, I measured it, and it was indeed bigger than 19cm and closer to the 21cm range. The receipt I received even stated 21 spite the sales associate's reassurance. I contacted a client advisor by live chat on the Louis Vuitton website and the person I was speaking to said it was possible to exchange it but I would have to pay, even though I was sold the bracelet under false pretences. It is not fair that I would need to pay to exchange it given that I was sold the item under false pretences, which is illegal in ****** under the French Consumer Code, article L121-2.

      Business Response

      Date: 04/07/2025

      Dear BBB, 

      This has been forwarded to the appropriate parties. 

      Best Regards, 

      Client Services

      Business Response

      Date: 04/14/2025

      Dear BBB, 

      Louis Vuitton is requesting purchase information or for the client to contact client services for further assistance regarding the overseas transaction. 

      Best regards, 

      Client Services

    • Initial Complaint

      Date:03/28/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      **Subject:** Complaint Against Louis Vuitton ************* Store **Dear BBB Representative,** I am filing a complaint against **Louis Vuitton *************** due to poor service and lack of resolution. On **March 22, 2025**, I traveled from **Queens to *********** (a 2-hour trip) to purchase a **100ml LV Imagination cologne** as a wedding gift for my son. Manager *********** assigned ***** **** (Cashier ID: ******* to assist me. I requested **engraving "A.H."**, but it was incorrectly done as **"A H"** (missing periods). Mr. **** claimed it was a machine issue and insisted I proceed with the purchase, which I refused. After discussing with my family, we agreed this was unacceptable. I called **LV ****************** on **March 24** and spoke to ***** ********, who assured me the store manager would contact me. Despite a follow-up call on **March 26**, no one responded. I am deeply disappointed by the service and lack of resolution. I spent **4 hours in travel, parking fees, and time**, only to receive poor treatment. ### **Resolution Requested:** 1. A **new** cologne bottle with **correct engraving ("A.H.")** 2. Pickup from a **store closer to my home** 3. Resolution before **April 2, 2025**, as I am traveling I have attached my **receipt** for reference. Please address this urgently. **Sincerely,** ********* ****** ?? ****************

      Business Response

      Date: 04/02/2025

      Dear BBB, 

      Thank you for your correspondence. 

      After review this has been escalated to store leadership, and the client will be contacted regarding the case. 

      Best regards, 

      Client Services 

    • Initial Complaint

      Date:03/27/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 - this is regarding order ID **********. I just spoke with ****** H via live chat and she was very unprofessional. I received a package where the sack shouldve had a belt however the sack was empty. I reached out for help and ****** asked if the shipping box was tampered. Even though I said no, she still stated she had to file a *** claim they didnt send an empty package. Im understanding of having to wait a couple of days for a refund but to pass the buck to *** is unethical and the lack of accountability on LVs part is disheartening.

      Business Response

      Date: 03/28/2025

      Dear BBB, 

      Thank you for your correspondence.

      After formal review, a *** Claim has been opened on your behalf.

      The client has up to 3 *** claims. Each *** claim can take up to 14 business days.

      Additional supporting documentation may be required such as Police report, Ring camera. Please allow time for the claim process.

      Best regards, 
      Client Services

    • Initial Complaint

      Date:03/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had some repairs done on my bag. When I finally got it back months later, it was missing the shoulder grip (which was new from a few months prior!) And the inside of the flap was torn and a trim was coming off. I tried reaching the store and the headquarters way too many times and I have not gotten anywhere! I wanted to send my bag to the main head quarters to be repaired and I keep getting a runaround and nobody is taking responsibility for this! Absolutely insane. I believe they have photos from when I dropped the bag in and they know it was NOT torn. Once they realize it's their issue I stopped getting any responses. My email on LV file is ******************** for reference.

      Business Response

      Date: 03/25/2025

      Dear BBB, 

      Thank you for your correspondence. 

      After formal review this has been escalated to store leadership, and the client will be contacted. 

      Best Regards, 

      Client Services 

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 handbag in 2017 at $1400, these bags are an investment and after 7 years my bag started peeling, i believe its a manufacturing or material defect. These handbags last for years and years so I was surprised when I saw the peeling. The handbag is not used everyday and when not in use its in a dust bag and in a box. I went into the Louis Vuitton store in **********, ** and was told there was nothing they could do about it, I wrote to their customer service and they gave me two links to create a repair order and both links did not work, they were invalid. LV customer service was really bad, they sent me form letter, stating theyre was nothing the could do about my issue, and that they regretted that I was not satisfied but they could do nothing about it. They provided no options to make things right. At this point my handbag is worthless, this is the first time *** had to deal with LV customer service and I have to say, they were horrible, they are not there to help customers, only to send letters telling me they could do nothing about my problem.

      Business Response

      Date: 03/17/2025

      Dear BBB,

      Thank you for your correspondence. 

      After formal assessment,resolutions such as repair or replacement are unable to be offered at this time.

      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. 

      We apologize for any disappointment this may cause. 

      Best Regards, 
      Client Services

      Customer Answer

      Date: 03/20/2025

      I am rejecting this response because:   Louis Vuitton is a luxury brand and the handbags cost in the thousands, if your bags are only going to last 7-8 yrs you should advise customers so that we are aware.  This is a defect in the material, its not normal wear, Ive seen LV handbags that are much older than mine without the peeling that happened to my handbag, My handbag has been cared for, it should not have any peeling but for a defect in the material or manufacturing of the handbag.

      Business Response

      Date: 03/21/2025

      Dear BBB,

      Thank you for your correspondence. 

      After formal assessment, resolutions such as repair or replacement are unable to be offered at this time.

      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. 

      We apologize for any disappointment this may cause. 

      Best Regards, 
      Client Services

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Would like a replacement. Already has stitching and a defect in leather contacted Lv was Told Im over my 30 days when I ordered 2/6 received 2/10 sent request on 3-10 very upsetting such a large luxury company has such a bogus warranty on such expansive item $2200 for a purse to be falling apart in less then 30 since it wasnt even opened intil My bday 2-13 I would like refund not a fix do not want to have to send in my bday gift for a repair which could take Who knows how long 4 days over per their policy you would think they oils be happy to replace their Faulty item. For sure will reconsider ordering Louis Vuitton again would like the right thing done and replacement our defected purse

      Business Response

      Date: 03/18/2025

      Dear BBB, 

      Thank you for your correspondence. 

      After formal review the client is being assisted through client services.

      Best regards, 
      CS

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a purse LV very expensive $2200 in total ordered 2/6 arrived 2/10 on 3/10 I noticed a few defects I would have assumed such expensive item would have an amazing warranty. No I was told to download app request repair. Technically I had not had the item opened for even 30 days as it was a bday gift 2/13 it in fact opened .i called customer service it been over 30 days dont think that should count as 30 days until its at least delivered . My issue is first having a defected $2200 purse second being asked To send it in for repair when that will take who knows how long. 3rd I requested a replacement I was told No since its over the 30 days really!? I am requesting a replacement without having to wait 30 days

      Business Response

      Date: 03/18/2025

      Dear BBB, 

      Thank you for your correspondence. 

      After formal review the client is being assisted through client services. 

      Best regards, 

      CS

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased LV wallet on 11.10.24 online Pickup item up from store in *************************,** on 11.14.24 Return unopened item to store on 11.16.24 and received return receipt Currently being charged for item that was returned and I no longer have possession Have had 3 opened investigationswith no resolution.

      Business Response

      Date: 03/17/2025

      Dear BBB, 

      Thank you for your correspondence. 

      After formal review this order was refunded. 

      Should you need any additional assistance please contact the store. 

      Best Regards, 

      Client Services 

      Customer Answer

      Date: 03/17/2025

      I am rejecting this response because:   No refund has been issued. 

      Business Response

      Date: 03/17/2025

      Dear BBB, 

      Thank you for your correspondence. 

      After formal review this order was refunded. 

      Should you need any additional assistance please contact the store. 

      Best Regards, 
      Client Services 

      Customer Answer

      Date: 03/19/2025

      I am rejecting this response because:   This purchase has NOT been refunded. 

      Customer Answer

      Date: 03/19/2025

      This purchased was returned on 11.16.24

      Business Response

      Date: 04/09/2025

      Dear BBB, 

      Thank you for your correspondence. 

      This case was fully resolved. 

      Louis Vuitton is unable to further assist. Please partner with your financial institution. 

      Best Regards, 

      Client Services 

    • Initial Complaint

      Date:03/08/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Subject: Demand for Refund and Compensation for Undelivered Valentines Day Bracelet Dear Louis Vuitton ***************** I am writing to express my extreme disappointment and frustration regarding an order I placed on February 20th for a bracelet that I have yet to receive. This situation has been nothing short of a nightmare, and I am beyond upset with both Louis Vuitton and *** for the complete lack of care and professionalism displayed throughout this process. When I placed the order, there was no indication that a signature would be required for delivery. Had I known this, I would have made arrangements to be available. Instead, I was left in the dark, and now, weeks later, I am still waiting for a bracelet that was supposed to be a Valentines Day gift from my daughter. She worked hard to save up for this gift, and the fact that I still dont have it is heartbreaking. I dont need a clear explanation or excuses. What I need is action. I demand a full refund for the bracelet and, as compensation for the immense inconvenience and emotional distress caused, I expect to receive the bracelet as well. This is the only acceptable resolution to this situation. Louis Vuitton is a brand that prides itself on luxury and excellence, but this experience has been anything but luxurious. The lack of communication, the failure to disclose delivery requirements, and the overall handling of this issue have been utterly disappointing. I trusted your brand to deliver a special gift, and you have failed miserably. I expect this matter to be resolved immediately. Please confirm that my refund will be processed and that the bracelet will be sent to me as compensation without further delay. I will not accept anything less.

      Business Response

      Date: 03/17/2025

      Dear BBB, 

      After formal review, the client requested for the item to be shipped back to the workshop due to not being available for delivery. 

      The order was refunded, and the case has been resolved. 

      Best Regards,

      Client Services

    Louis Vuitton USA Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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