Louis Vuitton Charlotte SouthPark — Local services in Charlotte

A LV customer for 40+ years, this was my first experience to have a LV handbag repaired. You call the only phone number that is provided, which goes to a call center in Texas. You’re placed on hold until a representative can answer your call. THEN, that representative has to call the store in Charlotte to attempt to have someone in the store answer the call from the representative. The store doesn’t answer their phone. The call center asks for my phone number and email address, because surely someone in the store can follow up with me to provide a status update on my item sent in for repair. No one calls back, no one sends an email. I wait another day to call back, same story. Except this time I am told that it usually takes up to 48 hours for a store employee to follow up with the customer. But wait, I have been trying since last week. No response from anyone at LV. Finally, the 4th call, the call center call to the store is answered by the store. And then the store employee says “take her contact information, and we will call her back”. My response is “NO”, not happening. I want to pay for my repair and know how and when my handbag will be sent back to me, as I live more than a 2 hour drive each way from the store. I am told the cost for the repair, and then am placed on hold for another 10 minutes for the store employee to calculate the tax on the repair. THEN the employee is asked to please email me with a tracking number, and I ask when will my handbag be shipped back to me. Maybe by the end of the week. The store employee doesn’t get my email address correctly, good thing I asked him to read it back to me, because he didn’t write down the correct information. It is now 2+ hours on the phone on 4 calls spread out over a week. I still haven’t gotten a specific date to ship my handbag back to me. At no time was I asked by the call center representative or the store employee if I had any questions or if I was “satisfied with the level of customer service “. This is totally unacceptable level of customer service. For LV, customer service is a foreign concept they are clueless about. For the price they charge for their merchandise, you would think they would have designated employees to answer the phones and then make sure repaired merchandise is sent back to customers. If there was a way to leave no stars, I would leave it, because LV customer service...

The manager, I can't remember if her name was Melissa or Michelle since it's been a few weeks, but she was super helpful and patient with me. There was clearly something going on in/around the store and she was well composed and mannered the entire time. She helped me pick out the perfect bag and also helped me return the one I had ordered online that I didn't quite love. I LOVE the Neonoe that she helped me pick out and appreciate all the time and attention she gave me although she had a lot of other things going on as she was also managing her employees while she was helping me. I was VERY pleased with my experience and will definitely look to the Charlotte store for future purchases. Oh and also there was a young lady working the front door where the line was formed and OMG she was SOOOOO FUN! I really enjoyed chatting with her while I waited to be let into the store. I could complain about the wait but I won't because it was handled with style and grace. Thank you Louis Vuitton Charlotte!

EDIT: After reading some of these reviews I just have to say - first of all that one bag is FAKE - it doesn't take a Louis Vuitton expert to see that...second of all, some of you are so entitled and arrogant that if I was working there I'd politely ask you to go shop somewhere else. Get over yourselves. The world doesn't revolve around you and that doesn't change when you enter a store. Yes, you're going to have to wait and based on the current climate of the world it may be an hour. When I came to the store I had to wait an hour but I also received all the attention I needed while in the store. If you feel like you're being rushed well DUH but you can only ALLOW someone to rush you so much. Your experience at any store is simply based on YOUR attitude and how you want your experience to go. You don't want to work with the associate assigned to you...guess what it's not that hard to request a different one. GET OVER YOURSELVES PEOPLE! If you have a GENUINELY negative experience write about it but don't be in here writing about people treating you poorly or not wishing you Happy Birthday when it's simply their job to sell you...

While LV is a luxury brand, you can't always depend on luxury customer service. This was my second purchase at this location, the first experience was great. Unfortunately, this experience was lacking. The issue was the agent who "assisted" me. Luckily I already knew what I wanted to buy prior to walking in, because the agent had no intentions of actually helping me find the wallet I wanted. He indicated the store was sold out of almost everything I wanted (not sure I believed him). He also answered my questions with very abrupt responses. His tone was negative. And not once did he smile. One would have thought that maybe his dog just died or he was having a bad day.

My advice to the agent, Ryan: I'm sorry if you were having a bad day. I get it, trust me. I had to work 6 days after my dad unexpectedly died. But i still put on my happy face when dealing with external customers.. no matter what you are dealing with, you should still be respectful and kind to customers. Because that's your job! I was very friendly to you and tried to lift your attitude, but did not get anywhere. I hope you are able to put personal issues aside and work professionally in the future.

Frankly, you had a 'not another rich girl' attitude when speaking to me. I'm not rich, I saved up for my purchase. I value my 2 LV items. I request that you please treat everyone with respect and kindness. Part of buying from LV is the luxury experience. I did not receive that. I may as well have been at Walmart. I hate that I spent $515 in 10 minutes and not once had an agent be kind or respectful to me or my senior mother. Anyway, I won't be back. My advice, shop at Burberry... always always kind agents!!

Update: I just noticed that another reviewer complained about the same agent, Ryan. Looks like these reviews are not being read by LV, or if they are, they are not accepting the criticism. Such a shame. Sounds like Ryan isn't a people person.. maybe he shouldn't work in luxury customer service?...