Louis Vuitton Madrid Serrano — Local services in Madrid

My husband and I were at this store about a week ago. We were there on Thursday morning around 11am. The store was still quite empty so we didn't face any issues in getting help from the SA. They were mostly helpful, assisted us with checking the price and availability of certain bags. They gave out drinks to guests.

The reason I'm not giving this place 5 stars is because after payment has been made (purchased two bags), the SA came out with just one paper bag. I noticed that there were no boxes. When asked why there were no boxes, she said most of time, tourists didn't want boxes. I mean, I know we're tourists but my experience with Louis Vuitton in Paris and Kuala Lumpur, they would always ask if I wanted a box instead of assuming I didn't want one (in fact, they would even pack it nicely with the paper tissue and ribbon). Anyway, the SA said the boxes would be too big and bulky making it difficult for us to pack but I insisted on the boxes. So we got our boxes but as soon as we arrived our hotel, I found out that the boxes would not close properly - the bags didn't fit nicely into the boxes. Like.. seriously. Why give boxes if they're not gonna fit? I was too annoyed and tired to go back to the store plus we were flying back home the next day. So I just made do with the boxes that wouldn't fit.

My recommendation to everyone, if you want the box, please request and check your purchase prior to leaving the store. I honestly expect better from Louis Vuitton considering the amount I've spent. Boxes and nice packing should be the default, not something that you have to request...

My last day in Madrid I decided to dedicate shopping and started from this LV store. I was refused to get tax refund papers without providing physical passport , would be really good to know the reason behind as all the stores I purchased after did for me tax refund documents with just a photo of my passport. I even asked my friends who did purchases before in LV in other countries and no one had issue with passport copy before for tax refund. Anyways, I’ve bought a lovely sunglasses which luckily I decided to use an hour after I left the store. For my huge disappointment it was oversized and loose on me , which was weird as the sunglasses I have tried in the store which were displayed were just perfect on me. So I decided to go back in the store. The salesman who assisted me before said that the size of that sunglasses was big and brought me smaller size which was covered in somebody else’s foundation and asked me to try. I tried , it was as good as the one from display. I was surprised as obviously this sunglasses apparently someone else was wearing before , it was not new. I asked to clean it and asked if it was the last pair , gentleman said that yes, without any apologies for mistake or giving me dirty “new” glasses. Could never expect this from such a high standards brand, overall experience was spoiled , however I really like those glasses. For sure will continue my story with the brand itself but definitely not in...

Very mediocre customer experience. I would still go here again as the merchandise is much cheaper than in the United States (when taking into account the VAT refund), but it took way too long for me to get serviced. PROS: Merchandise is much cheaper that what can be purchased in the United States. When taking into account the VAT refund and the exchange rate, it's more or less 25% cheaper. My girlfriend purchased two wallets and had them engraved. The sales associate who serviced us was very nice and professional (Asian woman) and we were happy with the engraving job she did. They also provide drinks as you wait to get serviced (champagne, soft drinks, coffee). CONS: This location loses three stars for how SLOW they were to service us. It took almost an hour for us to get a sales associate to service us, even though we knew what we wanted to purchase before even entering the store. Absolutely PATHETIC. I had to follow up multiple times with (presumably) the hostess of the store to see when a sales associate would see us and she kept telling me a few minutes. Overall a very bad customer experience, but we had to go due to how much cheaper it is to purchase Louis Vuitton in Spain than the United States. Otherwise, I would not go to this crappy store if I...