Louis Vuitton Cleveland Saks — Local services in Beachwood

I had a very poor experience with a damaged leather bag that was purchased from this location. I purchased a bag which stayed in its box for 7 days until I went to wear it. I noticed some discoloration on the leather and immediately called the store, Which routed me to customer service. The representative told me what I was describing, sounded like a glazing issue and to simply take it to the store and ask for a refund or an exchange. When I drove 80 miles round-trip back to the store, Erica the GM, Was very argumentative and defensive and refused any assistance. She insisted that the bag had come in contact with something And that it was no way of glazing issue. Erica spoke over me and repeatedly refused an exchange or a refund or correcting of the bag in anyway. This is so incredibly off brand for LV that I am shocked. I’ve been a customer for 15+ years and I’m lucky enough to own several pieces. Although I’ve never returned an item or had any customer service issues, this being the first, was appalling to experience. She took photos of The bag and told me she would contact me within 72 hours. Of course I didn’t get a callback from her until exactly 72 hours later; after I had made 2 more Separate calls to client services explain my frustration and ask for solutions. Unfortunately, I also had to threaten litigation and simply disputing the transaction with my credit card company, to get anywhere in this matter. Sure enough, a few minutes after I ended my 3rd call with customer service on a Saturday, Erica called me to coordinate a time when I could come in to either exchange or return the bag For a full refund (as a one time courtesy, in her own words). It is so shameful that this brand has an actual manager in the store, talking to people as if they’re shopping at Walmart And refusing any assistance of any kind. I don’t expect anything for living 40 miles from the closest store and having to drive that much but to have to make two separate trips to return + 3 different phone calls to customer service over a leather issue on a bag is absolutely insane. I would imagine there would be a more streamlined process when a customer is in the store, at best. My expectation would also be an actual manager, who is capable of not speaking over the customer and completely refute what they’re saying. I would definitely proceed with caution if you’re shopping at that location and if anyone from the LV brand is reading this, please help Erica learn how to treat people. The individuals on the phone were absolutely lovely, empathetic and more...

Disappointing Experience with Louis Vuitton Customer Service

The quality of their products can’t overshadow the absolutely atrocious customer service I encountered.

First off, the staff seemed indifferent and disinterested in helping me with my concerns. Instead of being greeted with enthusiasm and expertise, I was met with a cold, dismissive attitude that left me feeling incredibly undervalued as a customer. It was clear that once they had my money, their job was done, and they couldn't care less about my satisfaction.

When I tried to reach out for assistance with a product issue, I was met with vague answers that had no bearing on resolving my problem. Not only did they fail to provide any real solutions, but they also made me feel like I was bothering them with my inquiries. It was infuriating!

In a world where customer service should be a priority, Louis Vuitton has clearly dropped the ball. I expected so much more from a luxury brand, but this experience has left a sour taste in my mouth. It's hard to justify spending my hard-earned money on such a lackluster experience. Unless they overhaul their customer service approach, I won't be returning and I encourage others to think twice before investing in...

After spending a lot of money here I was given horrible customer service and treated awful by store manager. Purchased a men’s beanie in the fall never wore it because it was warm out for about 2 month. Wore it one time and noticed a tiny hole. You can’t see it laying flat and it only opens up when you put it on ( looks like the threads aren’t connected. When showing this to the manager was instantly blamed and said there’s nothing wrong and I must of snagged it. It clearly wasn’t snagged and if she would of done her job and inspected it and not gone on the defensive she could of seen that and handled the situation correctly. How a manager of a high end store like this does does not know how to handle situations like this or treat repeat customers nicely is beyond me but this job is not right for her. I did not want to return it or exchange it because I knew it was outside of the that window but in 2.5 months a winter beanie should not get a hole under any amount of use in that time and it’s clearly a defect. I just wanted it fixed. Send it to a seamstress or back to Louie to fix or whatever they do but stand by your product and don’t just go on the defense and blame the customer . This store won’t see another...