Loewe Madrid — Local services in Madrid

From the very beginning, my experience with Casa Loewe Madrid was nothing short of extraordinary — a journey that deserves not five stars but twenty.

Before even arriving in Madrid, I communicated exclusively via WhatsApp with María, whose professionalism and attention to detail immediately set the tone. She began curating pieces for me in advance, anticipating my size and style preferences. With a pre-planned vacation ahead, María thoughtfully arranged a seamless transition, recommending that I work in person with Elvi, the Teams Manager. Her recommendation was impeccable.

Elvi welcomed me with a presence that radiated authority, elegance, and genuine hospitality. Together, María and Elvi formed the perfect duet across distance: María orchestrating with grace and foresight, and Elvi delivering with mastery and vision. Their coordination ensured continuity, making me feel like every step of the experience had been orchestrated exclusively for me.

The harmony extended across the leadership team. Grégoire, the Store Director, embodied Loewe’s ethos with refinement and quiet assurance, setting the standard for the entire boutique. Supporting him were Ester and Luis, both Store Managers, who stood out with their ability to connect on a personal level, elevating the experience through detail, intuition, and genuine care.

Equally remarkable was the support of Loewe’s international client engagement team. I first met Sonia Danet in Paris, whose warmth and guidance built a trust that seamlessly carried over to Madrid. Her colleague Mónica Pereyra in Spain ensured this continuity at the highest level. Both were true gems, embodying the personalismo that made me feel less like a customer and more like part of the Loewe family. El personalismo estuvo fenomenalmente.

The boutique itself is breathtaking — more than a store, it is a living museum where art, architecture, and Jonathan Anderson’s vision converge. Guided through the collection, I discovered tailored jackets that fit my height perfectly (a rarity in Europe), iconic Puzzle bags, a Flamenco clutch, exquisite men’s shoes proportioned to my needs, and knitwear and outerwear engineered with precision. Each item was presented not as merchandise, but as a story.

By the time I left with my selections — a tailored jacket, a signature leather accessory, and timeless knitwear — I knew this was far more than a shopping trip. It was a cultural experience, curated by an extraordinary team across Paris and Madrid.

Casa Loewe Madrid does not deserve five stars. It...

I have shopped many many times in store at Loewe in Madrid and London but this was my first time placing an order online. I ordered a classic belt in two sizes to try on and decide. Upon receipt of the delivery I noticed that the parcel looked tempered with as the red security seals showed as opened and then re-sealed. I took photos of this as it didn't seem normal and did not match the other parcel which arrived. Once opened, one of the belts I had ordered and paid for was missing from inside the parcel. I immediately contacted Loewe, providing everything they needed including photographic evidence. After nearly a month of trying to get this resolved while being stressed that I have paid for goods which I have not been received, Loewe declined to provide the missing goods. I have reported the issue to the police, trading standards, spoken to citizens advice, my bank and legal council and everyone agrees that it is the retailer's responsibility to ensure goods safely reach the consumer even if the error or fraud occurred on the courier end. I have no contract with DHL and therefore cannot claim compensation from them. The only information I could get from the courier is that they are unable to prove that no one during the parcel's journey could have tempered with the goods. It is such a shame that the Loewe team has been so unhelpful and unlawful in this situation. They have lost a loyal customer for life over £350 and many others due to my recommendation to all friends and family to stay away from this brand. This is an example of a case where your perception of one of your favourite brands completely changes due to their customer service representation. The loss they will make as a result of this is way bigger than if they had replaced the missing goods. Not to mention Loewe are committing a crime not providing goods paid for. I am deeply saddened by the way this has been handled and the amount of stress Loewe have caused to me and my family as a result...

The client advisor who closed the deal for me on 2/14 evening was unprofessional.

I came back to get and pay for a gate bag that another client advisor reserved for me on 2/13, she was off when the day I came in so they sent someone else to helped me. The bag they reserved for me I didn't like it cuz there are some scratches on the bag so I asked him if they have another one, while I was checking the second bag he and another staff were discussing and staring at me like I am super difficult, I don't feel comfortable about it. When I suddenly decided to check on some small leather goods, all I can feel was his impatience cuz they are about to close. Eventually I bought a samll wallet that I actually regretted due to time pressuring and his impatience attitude. If I had more day in madrid, for sure I won't buy it from him and on that day.

Since I need to do tax refund, so usually I would check all the DIVA forms from every store they gave me (believe me, mistakes happen to almost every store). This guy typo my name and told me he can't modify. I was there arguing with him cuz I know of course they can modify base on all the experience from other stores. He just keep saying no he can't, don't even try to help until my husband talked to him and his manager came to teach him. Suddenly, all the problems solved... WOW, speechless.

I wanted to give just 1 star only, but considering the manager still helped me out and resolved the issue so I would give 3 stars instead. But I would never come back here to purchase anything. Don't feel like Loewe is a luxury brand anymore, at least the service they provide and 0 problem solving skill for their team members already...