Louis Vuitton — Local services in Frontenac

5/3/2021- I am updating my review today because of the efforts of two store employees. Michelle and Adam provided my family an excellent experience when we returned to the store this past weekend. I was able to fulfill a 15 year or so item on my wife’s wish list and Michelle was patient and knowledgeable in helping my wife acquire the right bag for her. Thanks Michelle and Adam!

I stand by my comments about how inconvenient it is to get into the store. Even with the need for an appointment which is understandable, clients need a way to schedule an appointment prior to visiting. Currently, you can’t schedule online or by phone. The only option is to go and get turned away or be able to camp there all day.

I understand the exclusivity and the value that adds to the product, but I can only imagine the volumes of people like me who don’t give this a second try.

I think maybe I am misunderstanding some key details about the experience of buying a Louis Vuitton and what the typical experience is based on some of the other reviews, but I can only share my own experience.

First, some background. For my wife and I, this would be “splurging”- that is to say that I don’t get my wife a new Louis every 6 months, year or whatever. I buy her Kate Spade, Michael Kors, Coach, etc. my wife has always wanted a Louis Vuitton- but in my world a $3,000-$6,000 handbag would be really going all out.

I had recently made a decision to surprise my wife. I had a nice evening planned starting with going to Frontenac to give her the experience of buying a Louis at the store vs. ordering online. Then dinner at J Gilbert’s.

I called the store from work at about noon to verify store hours and the agent was very polite and told me they closed at 7. This was incorrect apparently because we later learned the store closed at 6. We arrived at around 4:40PM and could see that there were COVID precautions in place. No problem we would wait patiently.

Then a very polite and professional woman greeted us and asked if we had an appointment. My wife responded “no” and the woman stated to us that she could not get us in the store today because they had too many people waiting to go in. There was only one other couple in the line. This seemed strange. We watched for a few minutes as a few others who I presume had appointments were allowed in and as many people appeared to be browsing and leaving the store empty-handed. I thought to myself “surely if they knew we were 100% going to buy a $3,000 to $5,000 bag they would not want to pass on that and we are here over an hour before close. I approached again and said “I just want to make sure I understand, and I am not complaining at all, but I called ahead and we just drove over here from O’Fallon, IL to buy my wife a bag- there is no way we will be allowed into the store today? Again, very polite and professional but the answer was “no”.

I understood there was nothing that she could do, but this ruined the evening for me as I had high hopes of really treating my wife to a special night. Now we felt unimportant and so upset by how the store was operating that we did not want to return at a later time.my wife was unaffected by all of it, but I was really upset.

I run a large business myself with over 50 employees and we operated by appointment only during the early stages of the pandemic. We never got a review like the one I am writing. Why? Because we updated our website, Facebook, Google listing and phone protocols to inform clients that an appointment was required and to offer them ways to schedule one before making the trip.

Some simple measures and communication about what to expect would have set a different expectation from me. But on the website or on the phone an appointment was never suggested or offered. Is that what a high-end shopping experience should look and feel like?

Today I don’t know what I’ll do to make this up to my wife. The experience is what I wanted to provide her so we don’t want to order online but we also don’t want to return to this location after our...

UPDATE:THE MANAGER IS UNPROFESSIONAL MY ARYSY BAG WAS OBVIOUSLY SOLD IN POOR CONDITION.THE MANAGER LIED AND I AM GOING TO ATTACH THE HANDWRITTEN CARD THAT WAS GIVEN TO ME BY THE MANAGER.LOUIS VUITTON DOESN'T TAKE IN STORE RETURNS .THE MANAGER STATED" I WANT TO RESOLVE THIS ,MAKE YOU HAPPY. I CAN'T EXCHANGE YOUR ARTSY DUE TO IT BEING OVER 30 DAYS YOU PURCHASED IT 5 AND A HALF WEEKS AGO.IF I DON'T CONTACT YOU WITHING 2 TO 3 WEEKS JUST REACH OUT TO ME AND I'LL SCHEDULE AN APPOINTMENT FOR YOU TO BRING YOUR BAG IN FOR REPAIR. " I SAID"NO,I WILL NOT CONTACT YOU ,YOU SHOULD EXCHANGE THIS BAG BECAUSE,IT'S A LUXURY BAG ,THE WORDS ARE STICHED IMPROPERLY, IT LOOKS LIKE AN EXPENSIVE COUNTERFEIT BAG .THERE ARE STRANDS OF THREAD POKING OUT OF THE FABRIC." I VISITED ARIZONA THE MANAGER AT THE BOUTIQUE THERE WAS LIVID AT THE MANAGERS SHARING MISINFORMATION WITH CUSTOMERS THE MANAGER GAVE ME THE CUSTOMER CARE EMAIL ADDRESS TO RETURN THE BAG PROPERLY.I CALLED THE MANAGER AT THE CELL LISTED ON THE HANDWRITTEN CARD TO SHARE MY FRUSTRATION WITH HER UNTRUTHS AS WELL AS HER ALLOWING HER EMPLOYEE WHO CHOSE TO DISCRIMINATE AGAINST ME A MONTH PRIOR TO GO UN REPRIMANDED FOR HER OPEN HANDED MISTREATMENT OF ME THAT I IGNORED TO KEEP FROM.MAKING A SCENE OR POSSIBLY HAVING COPS CALLED ON ME BECAUSE I WOULD HATE TO HAVE SOMEONE CALL A COP AND PRETEND TO FEEL THREATENED THEN I END UP LIKE SO MANY OTHERS I.E BLACKS SHOT BY POLICE. I TOLD THE MANAGER I LOVE FRONTENAC AND THE POLICE ARE VERY RESPECTFUL TO ALL PEOPLE HOWEVER,I SHOULDN'T BE AFRAID TO COMPLAIN ABOUT POORLY MADE PRODUCTS .I ASKED TO RESOLVE IT AMICABLY BECAUSE I DON'T WANT TO HAVE TO SUE LOUIS VUITTON IN FRONTENAC BECAUSE IT'S NOT FAIR TO THE EMPLOYEES THERE THAT ARE NICE PEOPLE.THE MANAGER SAID" I HAVE TO TERMINATE THE CALL YOU THREATENED TO SUE.I CAN'T TALK ANY LONGER." THE MANAGER IS NOT BEING HONEST I STATED "I HAVE THE OPTION TO SUE ." I AM POSTING THE HANDWRITTEN BUSINESS CARD YOU WILL NOTICE I COVERED HER NAME .I ALSO POSTED THE PICS OF THE ARTSY MM BAG WHICH WAS OVER $2,300 WITH TAX .IT'S 2 MONTHS OLD WITH DISCOLORED LEATHER,WORDS THAT AREN'T LEGIBLE(I DID RECORD THE ENTIRE EXCHANGE WITH THE MANAGERS PERMISSION. ) THEY HAVE YET TO RESOLVE THIS .I ALSO MADE SEVERAL PURCHASES WITHIN A 3 DAY PERIOD HOWEVER THE ARTSY IS MY ONLY ITEM I COMPLAINED ABOUT MY GRACEFULL MM IS GREAT...

Do not purchase from this store! I am really disappointed in this company as a whole. I called not once not twice but three times to have a superviser or manager to call with no prevail. I gave them my email and phone number no response what so ever. My father in law called Louis Vuitton during the weekend for a Christmas gift for his wife. Before he drove to the location he wanted to make sure the wallet was available, and put on hold. It was available and was put on hold. He verified on the phone their hours the customer service rep stated they are open until 9pm. I even checked the google hours and it stated they were open til 9pm as well. They showed up at the store exactly at 7pm with three other customers ready to purchase. He said he had a wallet on hold and wanted to purchase it. One of the other customers stated “we already know what we want we just want to buy it”. They were greated by two men that clearly did not care, and were annoyed and irritated. One with his arms crossed while the other one kept staring at his phone saying sorry we are closed come back tomorrow. I was really disappointed, because they wasted a night driving there and back for nothing. I could tell they were upset when they got home it ruined their night. During the holidays especially 3 days before Christmas people don’t want to waste their time. I kept calling and I just wanted a simple explanation on what happened. All I got was I don’t know, and we will have someone call or email you. However, after countless calls, and after how they were treated when they arrived at the store they honestly deserve a 1 star. I will never hire employees like that at my store. VERY DISAPPOINTING for a high end store to honestly have the worst customer service I have ever experienced in St. Louis, MO. I have no idea how they are still in business. Never supporting this...