Louis Vuitton Chicago Oakbrook Center — Attraction in Oak Brook

If I could give them 0 stars I would.

My boss purchased a LV roller carry on bag a few years ago. About a year after she purchased it, the handle snapped off and it was repaired for free as they deemed it a manufacturing defect. She travels constantly, and it took about 8 weeks to repair which was incredibly inconvenient but she dealt with it since they were fixing what was obviously a manufacturing defect.

About 4 months ago the zipper on the bag pulled apart out of nowhere. Frustrated, since she spent thousands on this bag and LV prides itself on the "quality" of their merchandise, she called customer service to see how she would get it fixed. It was brought it to the Oakbrook location and we dealt with Marco- the operations specialist at the store. He was very rude but eventually we got the bag sent out to be fixed. Their policy is that they have to first determine if it is a manufacturing defect or just wear and tear- after they did this they said they would contact us and let us know which it was. If it was deemed wear and tear they were going to charge her $700. Well no one ever called to let us know and we had to call the store on several occasions to figure out where the bag was.

Finally, the store let us know the bag was back and we could come pick it up. We came to get it and was told we were being charged $700 for wear and tear over something that was obviously a manufacturing defect. They gave us no choice since they never contacted us, and we had to pay or they wouldn't let us take the bag home.

After calling the corporate office and complaining, they told us that they would credit my boss $200 since LV did not follow the correct procedures, but we had to go back to Oakbrook to get my credit. We went to get it and was told by the store manager that we had to deal with Marco and he wasn't in. On two other occasions we came in to see Marco- we called ahead of time on both occasions, but by the time we got there we were told he had a "emergency" and had to leave right before we showed up and the other time we were told he wasn't in today.

Finally after weeks of my inconvenience driving back and forth out of my way, we went to the store when he was there. He told me he was "going on his break" and would be back in 20 minutes, so we waited. He came back from break, saw me, and proceeded to make a phone call and help other guests. When he finally came up to me he told me that he has a new manager and needed to get approval from him, even though we had approval from customer service and approval from his old manager. He told me he would need to make some calls and we would have to come back in at a later time to get my credit. He won't accept my card over the phone, he is requiring me to make yet ANOTHER trip out there to obtain the credit they promised me weeks ago.

For a company that prides itself on it's luxury bags, the quality seems to be quite poor. This stores location has the worst customer service I have ever seen in a store. My boss owns 20 retail stores in the area and could never imagine treating a customer like this. We will NEVER purchase something from this...

Myself and five other friends were shopping in the store. We ALL made purchases totaling nearly $10,000 between us. My fiancé purchased a fragrance for me, as well as a pair of sunglasses. I purchased him a pair of loafers. I wanted additional fragrances, however, I had never owned any LV perfumes, so I asked for four samples and was told that I could only have two. I was appalled, especially since our group had purchased thousands of dollars of merchandise. I again asked the associate to reconsider and was told “No” in an extremely cold manner. I will never go back again. I did not feel that my group was treated like valuable consumers.

To add insult to injury, I was contacted by Louis Vuitton the next day to address my poor customer service review. Lo and behold, Jasmine, the person who refused the additional samples, was the “manager” who contacted me. I explained to her how I felt when she responded so coldly to me about additional samples. She insisted that she gave us more than ten samples, which is totally untrue. I received two and my fiancé received one on my behalf. Jasmine proceeded to push policy on me regarding the two sample maximum instead of addressing the way she addressed me. Having been a senior-level retail manager for 19 years, I know that you NEVER argue policy with an unhappy customer. Jasmine basically told me that it didn’t matter if we spent “$500 or $25,000” (her words,) that the policy is no different. Again, I respect the policy, but her attitude/tone continued to irritate me.

Considering that she was the person that I had complained about on my LV survey, I don’t think she was motivated to do anything to rectify my experience. She then had the audacity to tell me that she would relay my message to the subordinate associate, Mary Kate, who was solely the best part of our experience that day. Mary Kate was amazing.

This Jasmine person told me that she was the customer experience manager and had been for 15 years. I refuse to believe that. If it’s true, she shouldn’t ever tell anyone that. All in all, we could have returned ill of our purchase, but I don’t want Mary Kate to pay for Jasmine’s ignorance.

At the end of the call, there was no resolution, no offer for any samples, nothing. Just a passive blame to someone who did nothing wrong. In the future, I will drive over an hour away to go to Northbrook or I’ll go an hour in the other direction to go to LV at Nordstroms downtown Chicago. Jasmine needs a retrain.

We can’t give zero stars on google, so there’s that. The picture below is BEFORE we asked about the samples. So...

I would give 0 stars if possible. I Have been a long long time customer, and have spent a ton with them. Never had any issues over many years. I went in with my sister, and the customer service is terrible! They do not care about you as a customer! All they want is your money, and commission! I have 3 colognes from them, and one was newly purchased. The bottle got hit or tapped and it broke. I went to the Louis Vuitton store in oak Brook to see if they can fix the situation. Multiple workers were very rude and stand off ish. The one guy told me the bottle cannot be fixed or replaced because I broke it. He placed the blame on me as if I did it on purpose! They are very very unprofessional, and do not care about loyalty. They are very judgmental they look you up and down! The cologne was barley used, and I was told it can’t be used the bottle will not work. Therefore, it is useless and a loss of $250 + cologne. Then manager “Will” came and said that because I broke it Louis Vuitton stands behind their products and that it was my fault! He was very rude and made me seem like I’m the problem, and that I was wrong for “breaking” the cologne bottle. I had one other cologne bottle, and it broke within 1-3 days of purchase, and they replaced it. “Will” said enough is enough one time. They made it seem like I was trying to get a free refill when bottle was almost full! Then the other worker when I told manager the one worker was rude he said thank you, for your feedback. Then the other co worker tried to argue and ask the police at door if he was rude? they do not care at all! Then police stare you down at door to try and intimidate you and have security watch you outside! DO NOT waste your time or money here! They do not treat you with respect, and are very arrogant. Do not waste your money on their colognes if the bottle breaks they can’t do anything and it is a waste! Go buy a brand that cares and bottles are...