Louis Vuitton Denver Cherry Creek — Attraction in Denver

Do NOT waste your time. I know the employees will know exactly who I am once they read this review. Talk about an absolute mess! I came in to make an exchange the very same day I received my Neverfull MM (azur). I decided that I would prefer the darker Ebene color. My husband purchased the bag online and to avoid the hassle of sending it back, we drove to Cherry Creek to exchange the bag. I called prior to arriving, calling this number serves absolutely no purpose as you will just be sent to a call service center. The woman I spoke to on the phone said they had three bags left of the one I wanted and that I should hurry before they sell out. Upon arrival we were greeted by Lillian. Who seemed fairly friendly however with hardly any experience. She barely inspected the bags we looked over. I pointed out that one bag had glue all over it, she took it to the back. The second bag had stitching that was sticking out, I get they are hand stitched but this wasn’t ok. She said those were her only two bags. I told her the woman I spoke to said there was three bags in store. She then said, “wait, I think I might have one more.” And brought over one more. Leaving me one option, I over looked the stitches and searched the bag for glue. Nothing to be seen at the time. However, terribly low light. I understand they are just in a temporary location so maybe that’s why. I decided I’d take the last bag. To my regret!! We had a vacation planned in Aspen for the week and I wanted to use my new bag. I could not believe there was a glue like mark on the outside canvas. It went completely through to the interior and could be seen bright as day on the red. It was an obvious flaw from the designer itself. I took it to Aspen where a woman named Anna agreed it was a flaw and brought out their only neverfull MM ebene for me to inspect. As she was on the phone with the Cherry Creek Louis Vuitton location they told her not to exchange my bag because “Erica” carefully assessed the bag to “perfection”, unbelievable!! I never once saw, met or spoke to an Erica in store when making the purchase. Erica said she’d like to see the bag herself and that I’d have to go to Cherry Creek again, mind you...an hour and a half drive from us and not to include that at this time we were in Aspen visiting. Putting us about 4 hours away. At this point I was already frustrated. I haven’t even mentioned how because the bag was purchased online and exchanged in person in Denver we had to pay an extra $50 for taxes! Ha! Which is fine, but be prepared for unexpected charges for even exchanges paid in full online! We finally went back to Cherry Creek and met with Erica. Prior to entering I had the need to remind myself to refrain from going off on this woman who lied about inspecting my bag. However, just seeing how unprofessional she was made me want to go off even more. I held my tongue to an extent before having to remind her about the bag that did have the glue on it when I originally purchased and perhaps that was what it was. I also said how Anna in Aspen said it looked as if for whatever reason the canvas didn’t set in that particular location. Erica who is so confident in her own lies began to unbelievably tell me that it looked as if I “rubbed” my bag on something and maybe it got “caught.” Ummmm... this was my, “please do not even start, lady.” Moment. I asked her what could have done something to the quality of what this bag should be and within a day of having it. She proceeded to say she had no clue what I rubbed but that she’d make a “complimentary one time exchange.” Get real! I took the offer after inspecting the bag myself and it being LV quality. However, the very fact she can’t even take accountability for her own mistakes and lies was disgusting! I will never step foot in this LV store again! Being from Hawai’i, I have had expectional service at their location and must’ve been spoiled with higher expectations on a high end store. So...

I've read the other reviews of this Louis Vuitton boutique and I feel compelled to offer my thoughts. I have visited this LV location for many years (almost since it opened), purchased my first (and virtually all of my) LV products from this location (over 20), and have known two of its store managers and other employees.

I have never worked for LV. I have worked in retail in the past - I was employed for almost 5 years at a Nordstrom location while I was in graduate school back east so I know the business and have experience at a company which stresses customer service. I am now out of the retail business but still have a love for style, fashion, and other creative fields. I have visited LV locations across the USA and in Europe and Japan.

I rate this location an enthusiastic 5 stars. I will never forget the surprise I experienced when I made my first purchase at this LV and received a hand-written thank you card the next week from an associate. While I now know this is de rigueur in the high luxury field, the fact that I was a boy (I believe in the 8th or 9th grade) at the time made this a special gesture. Needless to say, that first impression left a strong imprint on me and I came back, again and again. I even remember the store manager in those early days, Kelly Ann Walton, keeping her store open past closing time for me, without complaint, one night, so I could shop. Again, I was young then- by that time, perhaps only a freshman in college at the latest. Regardless, I was treated like a valued customer. I always received a hand-written thank you note. And whenever I came into the store I felt like I was visiting friends.

I have to say at this point that I was, by no stretch of the imagination, purchasing $25,000 Stokowski desk-trunks. The items, while in some cases luggage pieces, were not the hard-sided trunks or custom-orders from Asnieres. Sometimes they were as small as a key chain or, even once, a golf-ball holder (which I used for cuff links and studs when I traveled)...regardless: I always got the same great service. While I cared about my appearance I was not entering the store in bespoke outfits. I was young. Still- that mattered not to Kelly and her staff.

During my time in graduate school for 5 years in Cleveland I made an amazing connection; while in Colorado for a holiday break I stopped by LV and met the new store manager, who, interestingly enough, was from Cleveland herself! I even saw her, in Cleveland, at a concert once, while SHE was back in HER home town, visiting family. Needless to say, a new friend was made instantly. While I missed Kelly, Laura was every bit her peer.

I have since moved again to another state, but every time I'm home I always stop by this LV and visit what I now view as cherished friends. Beyond just the enjoyable catching up and social interaction, however, I have never once observed even the remotest indication of a lessening in service quality or warmth from this staff. Quite the contrary - every experience has been exemplary.

My LV collection is, at this point, as complete as I need it to be so my chief interaction with this store's staff has now turned primarily to issues of repair and restoration. I have had 3 items repaired and have ordered other small replacement items, such as luggage tags and shoulder straps. Each time, the result has exceeded expectations. My first repair job was for a toiletry kit, which had suffered much from...

I don't usually take the time to write out a review for a positive experience, and unfortunately, not many people do. It's usually the negative experiences that you want to share, share, share because you may feel as if you've been wronged somehow. This time, I feel like I need to take the time to write out my review of this store, because to be honest, I was almost too scared to go in based on all the awful reviews. My husband told me I could pick out a new bag for my birthday. I had purchased one years ago at the Cherry Creek location, but since then, I had only been in the stores in Las Vegas and San Francisco. When I looked up the store to see their hours, I got sucked into reading review after review--and it was not pretty. Thinking back, I actually even skipped the positive ones and kept reading all of the 1 star ratings, probably because it was something of a train wreck... I told my husband that I might just wait on a new Louis, and get one online or when we're on a trip somewhere. His response was: "Oh, did you read the reviews too?" We talked about it that night, and decided we were both too turned off to go back to that store. Somehow, however, we ended up at Cherry Creek Shopping center 30 miles from our house that very next weekend... I carefully walked in, looking directly at the merchandise, trying not to make eye contact with anyone who worked there. They were busy, and it looked like all the sales people were assisting other customers. I made a circle, and was about to head back out, when someone asked me if I was doing ok. I was shocked to look up and see a smiling sales associate. I immediately took advantage of her attention, and asked to see a couple bags. Lilly was SUPER patient with me as I went back and forth trying to decide on 2 different bags, and ever MORE patient and friendly when I threw a third choice in the mix. She showed me different ways to wear each one, and explained what she personally liked about each one. I did finally make up my mind, and left with an awesome new bag. So, to those of you who had a bad experience, I am truly sorry--because I have had bad experiences myself at other establishments, and I take it very personally sometimes. Just remember that sometimes it's a bad apple (or two), and not necessarily an entire brand or location. Thank you, Lilly, for making it a good experience when there was definitely some trepidation to begin with. I will definitely shop there again. Cant wait to see the new store once it's...