Louis Vuitton Aventura — Attraction in Aventura

BEYOND POOR CUSTOMER SERVICE! I have purchased multiple items from LV from colognes to necklaces to bracelets to rings. It’s inevitable that there will be adjustments that have to be made at times. I had made an appointment through a Client Advisor for my Lockit bracelet to be adjusted and when I got to the Aventura boutique store this past Sunday, the experience I had was not as expected from a top brand that is highly respected all over the world.

When I presented them my issue with the appointment mix-up, they made me feel I became a problem to their schedule when it fact, they had forgotten that the Client Advisor notified them of my appointment ahead of time. Even worse, the manager (Chris F according to my receipt) lacked the understanding of what customer service truly means and he appeared that he had no intention of making things better for an already bad experience by the customer. He lacked the empathy of me driving over there for almost an hour (parking nightmare and all) and proceeded to make excuses of how things cannot be done rather than how things can be resolved. The lady who was the only one tasked to make the bracelet adjustment was also very unhelpful. The amount of time she spent excusing herself from the task would have been the same amount of time she had spent to replace the rope on my bracelet. I have a Cartier Trinity bracelet (exactly similar in mechanism to the LV bracelet's cord) and I’ve gone to the Cartier boutique store across their store at two different times (one for a color cord replacement and one for a re-adjustment) and it took them less than 5 minutes to get it done! And it’s even a walk-in! Despite Cartier being so busy that day, they were super pleasant and helpful in helping me out.

I don’t understand why such a top fashion brand can be this sorry and unapologetic. I was going to purchase another ring at the store but decided not to due to the unnecessary experience I had with this store. I worked with front desk personnel at work who were far better than the folks in this store! Pity they lacked training and the personality to do a very simple job - be empathetic to their customers’ needs. What I would have done: I understand that this “repair” lady has 2 other jobs she’s working on. I would have acknowledged the miscommunication (since I provided her and the manager proof of my appointment confirmation) and I would have called the two other customers with pending jobs and would have given them a courtesy call to let them know the time frame they can come back to the store to pick up their items. Who knows, they may have wanted to have a snack at a nearby cafe or may have gone to an earlier dinner nearby and come back. I, on the other hand, specifically drove there to get this adjusted and they could not understand nor accommodate that.

The worst part -- the manager told me he'd have it mailed to me the next day which is today. As I'm writing this review at almost 11 pm, my bracelet is not here. He made a statement he knew he could not fulfill. I knew my skepticism of him will prove me right and it did. He truly has no reason to be in any leadership nor managerial role! The Advisor (Meaghan) I had been chatting with was kind enough to try to address this but no avail. She was the only one who really had the desire to help in this store! She came back to me saying that the manager will call her back to update her on the status and he never did!!!!

I’m truly hoping that no customer should experience this kind of “service” ever again...

Typically I am not one to leave a negative review, but this experience has been extremely offputting. I purchased a pair of sunglasses from the Aventura location on June 9th. There was an issue with the pair in store so the rep (Chakeema) ordered a pair to be shipped to my home. The receipt stated that the glasses would be received in 3-5 business days. 5 days passed and nothing was delivered. Also, no tracking number was provided. I called the rep with the number on the card she provided, but received no response. I sent a text as well. I then called the number on the receipt and it took me to a call center. I spoke with someone who said they would put in a ticket and a manager from the store would call me within 24-48 hours as they are unable to connect me directly to the store. Two days passed and no one contacted me so I called the call center again. They stated they would just have to put in another ticket for someone from the store to give me a call back. The rep also responded to my original text and said they couldn’t find my order because it wasn’t in the system. I have the receipt as well as the records to show my transaction and the money pulled from my account. Days passed and after several calls to the call center, I requested to cancel my order. They weren’t able to cancel it at that moment since they still couldn’t find the order in the system. The rep finally contacted me and said they found the purchase in the system on June 17th and canceled it per my request. I would receive refund in a few days. By June 25th, I hadn’t received anything so I called back and all the call center could do is put a ticket in to management to look into it. The rep contacted me later that day and said the refund should be in my account. I let her know it’s not so she said management would contact me to do a manual refund. I still have not heard from them. It’s June 26th and I’m still waiting. It’s been almost a month of dealing with this. I’ve shopped here several times and never experienced this. It definitely makes me leery to purchase anything else from this store moving forward. Not bring able to call the store directly has been extremely frustrating because you can’t get anything resolved in a...

Unacceptable Customer Service — Far from a Luxury Experience

I’m incredibly disappointed by the treatment my partner and I received at the Louis Vuitton Aventura boutique on Sunday, March 9, 2025. We drove over an hour specifically to visit this location, known for its larger selection of merchandise. Upon arriving at the second floor — 7 minutes before the posted closing time — we found the door locked, despite seeing two employees inside handling merchandise and a security guard nearby.

We knocked, hoping for an explanation, but instead were met with complete dismissal. One male employee looked at us, gestured that the store was closed, and continued his work without acknowledging us. I pointed to my watch, showing it was still before closing, but he continued ignoring us entirely. The security guard eventually motioned that the first floor was open — something the employees could have easily communicated if they’d bothered to engage with us.

Frustrated, I sought out the store’s manager on the first floor to explain the situation. His response was indifferent, offering no apology or empathy for the inconvenience. For a brand that prides itself on exclusivity and world-class service, this experience felt anything but. Not even a basic courtesy, like a bottle of water, was offered after we voiced our frustration.

As a loyal customer who has always received excellent service at other locations — particularly the Design District boutique — this visit was shockingly disrespectful and unprofessional. Louis Vuitton sets the expectation of a luxury experience, but the Aventura location completely failed to deliver on that promise.

No customer should feel dismissed or unwelcome, especially at a brand of this caliber. Sadly, this visit left me with no desire to continue shopping with Louis Vuitton.

Update: i called customer service support and after being on the phone for almost 30 minutes of wait representative said i need to email which i did and its almost a week no response.

Unbelievable. This is what luxury brand stands for...