Louis Vuitton Paramus Garden State Plaza — Attraction in Paramus

12/5/24 around 7pm LV Garden State:

I previously bought a $3,550 tote bag (along with a small pouch) in NYC from Hudson yards. I work over there. It stayed in the dust bag in the box. I took it out once to make sure my receipt was in the box and it was. I decided after the purchase this was not the bag I wanted and changed my mind.

I go for the return at this store and the manager comes over. Why don’t you want the bag? Didn’t work out? Kinda hit me weird but I wasn’t sure of his vibe yet. I said I would just like to return it and that I did not use it. He spend a solid, I mean solid 5+ minutes examining the bag with a flashlight inside and out. Face all up in the bag. I understand, I stood there. Do your thing. I had not put a thing inside this bag nor have I taken it out besides once to eye it over before the return and check the receipt. Nothing has ever been inside.

So to my surprise, he looks up and goes I can’t return this. See that mark there? I can’t accept that, try going back to the LV at Hudson Yards. I was like no, I called this specific store before I came here today and asked if I could make the return here. I gave the name of the associate. He goes back to looking at the bag. He pointed to the outside of the bag on the side. It’s a structured bag so he was pointing at the concave part. He said look at that. I said, there?? I stuck my hand inside the bag and pushed it out. He was talking about a REFLECTION he saw from the light. The “smear” disappeared, but reappeared after, of course, I took my hand away. I’m like that’s just the lighting?? He starts thinking. He said, well, to be honest, I already took a little piece of debris from the inside of the bag and I let that go. I said debris?! Like a little fuzzy from THE DUST BAG that it has been inside? I said, I can go over to ANY of your bags over there on the shelves, inspect it with a flashlight and find “debris” or the smallest imperfection. I did NOT use this bag, not even ONCE! I said I wanted to talk with whoever his manager was (he was already a manager) and asked him if this store was privately owned or owned by LV. He said LV. So I’m honestly mind blown. That is a terrible look for LV. Everyone else I dealt with besides the manager was snobby and if I tried to talk to them, made nasty facial expressions. Given the situation (a return lol) they didn’t want to be nice to me I guess.

I started taking pics of the bag/“issues” he claimed and asking for contact info for a higher up opinion. He ended up taking the return.

They must be trained to not accept returns at this store. And IF they were being standoffish and snobby because we were either A. Doing a return or B. Not visually what they expect a customer to look like (causal and comfortable) then they are terrible salespeople. I own a $15,000 100% vicuna jacket that I bought because it was soft. I walked into that store in a white Hanes T-shirt and black leggings with uggs. At Gucci in Hong Kong, they took me to a back room and gave me snacks and tea and brought products to me. This was absolutely AWFUL professionalism at LV Garden State and a border-line scam on the return process. Take pictures and video evidence of everything from start to finish because they are playing games. People like luxury because of the service that normally comes along with it. Other brands can provide the same quality/status PLUS a pleasant experience. I pick that one.

When he finally decided to accept the return he said “just this one time.” Well guess what guy, this was the last time I walk foot into your store. Until I can wash my mouth out from this bad taste,...

My family and I have personally shopped and purchased at many LV stores around NYC, Manhasset, and in NJ, Short Hills, Hackensack, and now recently in Paramus. This is the first time I am writing a review for LV at Yelp because I was so impressed with the service here. I went to LV to look for mom's birthday and Mother's Day gift and went to the LV store at the Garden State Plaza on 05/18/24. From the moment my family and I walked in we were greeted by salesperson Nicholas Sarria (Nick). He is the person you should request. Nick is extremely nice, knowledgeable, and does everything to help you. Nick is very friendly and attentive. If you are looking for a five-star experience, ask for Nick. He goes the extra mile for you. We came here looking for a handbag and he found it. We will always remember him because our experience was THAT memorable. Right away we kicked it off, I wanted to purchase a handbag for mom and Nick assisted me every way he could and answered all my questions. He was also funny and humorous, made my family shopping experience a memorable one. Not once did we feel rushed, and a sale forced upon us. Nick makes our visit extremely pleasant. Nick -who then essentially picked up the "five-star service" baton and assisted us with everything that we needed. Over the next hour, Nick enthusiastically showed us several handbags. His patience and eagerness were apparent, and it seemed like he truly loved LV and working here. Nick patiently brought us bag after bag, modeled them for us, the golden chain for the bag, and customized the adjustable strap since my mom likes to wear the bags crossbody. In the end, he helped us find the perfect bag. When we have questions, Nick would give us recommendations without being pushy. While shopping, Nick always makes us feel comfortable by offering something to drink like sparkling water or champagne. When I was debating between two bags, Nick there was very patient while we made our decision and gave his honest opinion. We were planning to get one handbag for mom, but after this remarkable shopping experience, we ended up buying two bags, one Twist MM handbag and the second one, the Lock and Walk bag. Nick gives attention to all details as we received the bags all gift wrapped. Overall, a great experience with friendly service. That is how customer service should be always! Given with a smile and showing the 3 P's - Positivity, Patience and Politeness. I do hope that LV recognizes Nicholas Sarria as a valuable sales associate for doing a remarkable job. It is an associate like Nick who makes a business success. Please kindly forward my overall shopping experience to the store manager, Ms. Katie M Santana, and the LV corporate office as well. I will follow up with Nick if he got my compliments he truly deserves. My family and I would definitely come again as we've done before!! Love this store! And love Nick. Thank you...

I've shared a similar review in the Santa Monica site because both stores contributed to my negative experience.

A family member purchased a LV bag for me at the Santa Monica site store on March 19 while I was out of town. A few days after the purchase, the bag was mailed to our home in NJ, and because I was traveling for several weeks, I did not have a chance to see the bag until 3 weeks later. When I returned, I went to this Paramus store in the hopes to exchange it for another item because the original wasn’t to my liking, and to keep within the 30-day return policy window. At the Paramus store, the associates identified a tiny pen mark in the interior of the bag (less than a fingernail), and tiny black dots on the bottom of the bag (which was initially mistaken to be pen marks, but I later inspected it and saw that they were lint specks that were removable with tape, so inspection wasn’t done thoroughly). They said they were afraid to touch the black markings in case the ink were to spread...They then proceeded to call the Santa Monica associate, and she allegedly packed it and indicated there were no markings. I was shocked to see the markings because I hadn’t worn it outside the house, let alone held it for more than 5 seconds. I didn’t think to examine the bag closely because I trusted LV as a brand that upholds quality and care. I was deeply disgusted and disappointed by the fact that my side of the story wasn’t trusted, and instead I was left to bring the $7000 damaged bag back home.

I emailed LV multiple times about this complaint (I called but customer service advised me to email), and only received a reply the first time I contacted them, asking me to share photos and my phone number so I can give my side of the story. They haven't called nor responded back to my email since then. This was my first luxury and LV bag, and never did I imagine to be treated this way, and to be swindled with a bag that was damaged...