Louis Vuitton — Local services in Costa Mesa

LOUIS VUITTON Inside BLOOMINGDALE's in SOUTH COAST PLAZA MALL

CUSTOMERS BEWARE-

I usually don't write reviews about businesses but I made this an exception so that consumers/prospective customers are aware of this one particular LV location.

About 5 days ago, I bought a LV product from the LV store (inside Bloomingdale's) in South Coast Plaza. I wanted to gift it to my spouse so I told the LV sales associate (Liz) to leave the tape on the small metal piece as I was not sure if she would like the style or would rather prefer another style. I was told by the sales associate (Liz) that they can't leave the tape on and have to remove it. However, she told me that I have 14 days to return for a full refund and 30 days to exchange ( of course, the product had to be in a saleable condition).

I went to the store today (just after 5 days) alongwith my wife to return the product as I wanted to purchase a bigger bag ( which was much more expensive than the one I had bought 5 days ago). However, we did not like the styles they had at the LV store inside Bloomingdale's(South Coast Plaza), as compared to the styles the retail LV store carries inside the same mall. Please note- the retail LV store inside the mall has a wider range of products as compared to the one inside Bloomingdale's.

To my surprise, the LV location inside Bloomingdale's refused to accept the return. They came up with lame excuses for not accepting the bag( citing reasons that the bag had hair line scratches as the sticker/tape was removed). Just to remind you, I was the one that told the sales associate not to remove the tape/sticker from the small metal piece, but she still removed it. Just that you are aware, I was not the only person who experienced this today. There was an Asian lady in the store who bought a bag 3 days ago and wanted to return it and buy it online ( as the one she bought at the store was the last piece and she didn't know she could order it online). They didn't accept her return as well.

What was more surprising & shocking was that the manager at this particular location was not only rude & lacked customer-service ethics, but also threatened to call security if I would not leave the store. This is because I told the manager that I am the second customer whose return is not being accepted, and it is not fair to the customers( as the store is lying to the customers before selling them something).

Just for your information- I went to the LV store inside the same mall after leaving LV Bloomingdale's store and exchanged the bag for another bag. In other words, the bag I wanted to return was definitely in a perfect saleable condition and that is why the LV store accepted it.

I am writing this review just to make everyone aware of this one particular LV location because I understand that several customers like me buy LV products to gift it to someone and this particular LV location DOES NOT HAVE ANY RETURN POLICY AT ALL ( even though the receipt says they do). In other words, the return policy for the LV Bloomingdale's South Coast Plaza location should be - ALL SALES ARE FINAL AND THERE IS NO RETURN OR EXCHANGE. Please remember this next time you are at this particular location trying to spend your hard earned money in buying something...

If I can give this place 0 stars I would. The very first time I walked in (2nd floor women’s) I was greeted and helped by a kind lady (don’t remember her name) where I tried the fragrance “Pacific Chill”. I sprayed my wrists and shirt a couple of times. She suggested I take a picture of the perfume so I wouldn’t forget the name should I decide to come back and purchase (which I did). The scent lasted on my shirt for 3 days, even after washing! Fast forward to a week ago, my fiancé decided to bring me back and purchase it as my Christmas gift. This time I was assisted by Honey. Very nice, said she would run to the back and box up a new one for me. Came back with a wrapped perfume inside of a bigger LV bag. When I got home, I excitedly opened my perfume which, to my surprise, the box had dings and dents all over it. I didn’t make it a big dead because I figured I would be wearing the perfume not the box. Well, let me say, I’ve worn it twice now. The scent COMPLETELY vanishes within 2hrs as if I never sprayed anything! I told my fiancé for us to come back and get his money back! $350 (with taxes) is not worth a fragrance that only lasts for 1hr. When I walked in (today) with the perfume and receipt in hand? I was NOT greeted. On the contrary, I had to go up to a gentleman asking where I can make a return. Which in turn turned me away to a different lady (tall, pregnant). She said she would get someone and walked away to assist other customers. After waiting 20 MINUTES for help, I walked up to a different lady asking if I can PLEASE get assistance which in turn tells me I cannot return any fragrance because that is in their policy. I politely took my receipt out and asked if she can show me where it says that (because it mentions NOTHING about fragrances). She then made a face and said she would get her manager. After a few minutes, I encountered Lyndsey who asked where the film (plastic wrap) was. And I said I tossed it. I never planned to return such fragrance that I had fallen in love with! She argued and said they couldn’t return my money but can exchange for a different one OR give me store credit. What can I possibly buy with $350 at LV!? She argued that because the film was ripped off, I couldn’t get a refund. She then went off to say she would have Honey come talk to me. After Honey declined, she came back and said those were the only options she was “approved” to accommodate me with. I then called customer service and although they were not able to assist me because it was an in store purchase, they would definitely escalate reevaluating their policy because (like I said) the policy mentions nothing about not...

Let me start off the review by acknowledging how amazing SA Aubriana (my apologies if it’s incorrect) was, I would have walked out without making any purchase if it wasn’t for her impeccable customer service.

So I was being assisted by Aubriana in selecting items when she opened one of the drawers on the wall to show me some products. I waited for a second then approached closer as nothing was shared with me that I couldn’t stand near the drawer which happened to be behind the counter.

Aubriana was explaining briefly without taking out the bags so I assumed she wanted me to get closer as we had done with several other drawers on the wall. However, as soon as I did, this lady with frizzy blonde hair came rushing and basically SCOLDED and screamed at me in the most disgusting and unprofessional way that I needed to get away from there immediately as if I was some criminal trash.

It caught me off guard and out of natural reaction, I apologized about my misunderstanding but realized how inappropriate she was behaving as I was apologizing. As soon as that occurred, Aubriana looked at me with a total shock (We sort of looked at each other with wide eyes) and started apologizing to me about the nasty SA, Stherli? (A very unique name I cannot remember) and her unacceptable treatment.

So I know that even from another SA’s pov, how completely heinous SA Stherie’s attitude was towards me and that I was unnecessarily being treated with absolute disrespect. I asked to speak to the manager while Aubriana apologized profusely (it was not her fault in any way and was also uncomfortable for her I’m sure) and got some generic and cookie cutter apologies from a couple managers. I asked if SA Stherie interacts with clients the way she did with me in general and they denied that she is always such a bigoted and ill-mannered person, so it must have just been either my race (I am Asian) or my appearance (younger with visible tattoos, unusual hair color etc).

I ended up buying an item because I felt bad just walking out as Aubriana was most helpful and such pleasure to work with. But being a POC and spoken down to/ screamed at by a mere sales person, it left me feeling that I was being discriminated and maybe even targeted for unfair treatment.

I’ll be contacting the corporate office to file an official complaint on the worst SA Stherie with frizzy blond hair (up in a bun) and I really hope that she is disciplined accordingly for her...