Saint Laurent — Local services in London

I had the worst shopping experience with this brand in Harrods. I purchased a beige bag one year ago and after using it for 3-4 times only I noticed a big white mark on a bag. I took the bag to YSL shop in Harrods and the lady told me since there are 2 years warranty on the bags and my bag looks in a perfect condition they will send it to Italy to remove the stain however after only two days I received an email from them that they can not repair the bag and it is a wear and tear issue and I have to go and collect the bag. The day I went to the store to collect my bag I asked explanation about what could cause such a stain on the bag and they were not able to answer the question and told me that you used the bag and you should know the answer! The manager even lied to me at first and said the bag was sent to Italy and when I told her the bag couldn’t be sent to Italy and be back in London only in 2 days then she went on the system and admitted that the bag was not sent to Italy and was only in the Londons repair team. After leaving their store with such disappointment I went shopping in Dior and showed my bag to them to see if they possibly know what caused the stain on my bag and luckily one of the Dior’s team member was so professional and just by seeing the mark she explained me that the mark is because of the glue used when making the bag which will be noticeable only after a while and she easily could remove the stains. Such a simple thing could not be fixed by YSL team themselves and it shows how unprofessional and unreliable their repair team is. They didn’t bother themselves to try removing the stains properly and didn’t even send my bag to Italy as they promised. I am happy that my bag is now repaired by Dior amazing team but this bad experience with YSL team would stop me shopping anything at YSL anymore. I would purchase from the brands who are honest and professional in resolving their customer issues not like YSL who couldn’t remove a simple stain...

Had the worst experience at this store. I came in knowing exactly what I wanted, as I’ve been eyeing this particular bag for a while. I also brought in one of my older bags to ask about cleaning, as it had developed some mold. Instead of offering help, the staff member asked, “Did you buy it from a legit Saint Laurent store?”—as if implying it might be fake. That was incredibly insulting, especially coming from a brand I’ve been loyal to.

She also lacked product knowledge and didn’t seem to know much about the collection until I mentioned it myself. When I brought up previous collections, she didn’t seem aware of those either.

What really put me off was how she looked me up and down before asking, “Where are you from?” and “What’s your name?” It felt unprofessional and judgmental—completely unacceptable in a luxury retail environment.

I left the store and bought the bag from the Sloane Street location instead, where I was treated with the professionalism and respect you’d expect from a brand like this.

Really disappointing experience at...

Recently had a frustrating experience with YSL at Harrods. I specifically asked for a bag in pristine condition, but they sent me one with noticeable scratches and marks. The refund process was a real hassle, and to top it off, they refused to refund the delivery cost.

While Oscar was friendly and tried to help, Davide Moras, was incredibly arrogant. He kept emphasising that he was the director and even suggested I email him if I wanted to complain. That kind of attitude is really disappointing and doesn’t fit the luxury image I expect from YSL and Harrods. Overall, this experience has definitely soured my view...