Good evening, **My name is Mishawn English. I'm a customer that came into your LV McLea...

GetHuman3805426's customer service issue with Louis Vuitton from October 2019

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The issue in GetHuman3805426's own words
Good evening, **My name is Mishawn English. I'm a customer that came into your LV McLean Tyson's Galleria location on September **th, **** to discuss getting my tote bag, Neverful GM, repaired. I dropped it off with the sales representative, Richard on Sept **th, ****. I brought it in because the bag handles was coming a part. During my conversation with Richard I was asking about the vitality of the bag and Richard told me this damage doesn't usually occur. Richard noted both bag handles needed to be replaced and it would possibly take about *-* weeks for repairs.**I received a call on October **th, **** from Richard informing me by bag was ready for pick up. I came into the Tyson's Corner LV store on Sat, October **th, **** and upon receiving my bag from Damali I noticed it was not repaired. I asked for the Manager, and Dennis came to assist me. I informed Dennis of the background behind me coming in initially for a repair. Damali noticed there was a note attached to my bag. Dennis read the note which stated the straps did not need to be replaced. At this point I was truly frustrated and informed Dennis "for a bag that cost me about $**** I would have never thought the quality of this bag would be so poor." I told Dennis it was unacceptable that I was never notified by Richard when he called informing me my bag was ready for pick up. It was never addressed that the bag wasn't repaired and*or could not be repaired. I told Dennis I would not be taking the damaged bag. Dennis informed me that "he would replace the bag but these damages will happen again." I was appalled because upon first dropping off my bag for repair with Richard, Richard informed me of the opposite. **Damali went in the back to get a new bag and came back with another damaged bag. She informed me that they didn't have any of the type of bags I purchased in the store. I had to request to speak with Dennis again and miraculously Damali was then able to find a new bag in stock. She was extremely rude and was not doing anything to help resolve my immediate needs.**I am writing this email in hopes that the following issues can be addressed. I would appreciate a response from both the cooperate office and the management company. **The following should be managed with the store's sales associates:***.Sales associates should be knowledgeable about the products in stock and only make factual statements****.Your staff needs to undergo customer service training and learn how not to escalate situations ****.Your associates should keep customers apprised of the status of repairs before arriving to the store. **My contact number *******-****

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Louis Vuitton

Customer service issue
Reported by GetHuman3805426
Oct 21st, 2019 - 3 years ago
Not resolved
Seen by 17 customers so far
Similar issue to 86 others
0 customers following this

Timeline

GetHuman3805426 started working on this issue
Oct 21st, 2019 7:51pm

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