Louis Vuitton Honolulu Gump's Building — Local services in Honolulu

My daughters and I experienced atrocious and extremely disturbing service from the LV boutique off Kalakaua, Waikiki on 3/30/25. Check all your purchases immediately to ensure you’re given the exact items you selected or choose to have them boxed in front of you cuz we were sent home with damaged and filthy items which were not what we selected.

After spending close to one hour shopping the boutique with our client service advisor Kiana, we selected; 1 monogram Ellipse handbag 1 Recto Verso card holder 1 blue denim cosmetic pouch 3 pairs of Grace sunglasses (walked out with one pair but had to have other two pairs transferred from Ala Moana and Wailea shops). During our selections, I examined each piece carefully as I am extremely meticulous about the condition of my purchases. I don’t mind ordering a new piece to be shipped if it is necessary but it’s nice to walk out with your purchase whenever possible. The items selected were in good condition so we chose to have our choices available, wrapped and boxed up. Upon arrival back home, I went to open the Grace sunglasses and saw they were not as clean as they should have been so I opted to inspect the rest of the purchases. I was extremely shocked to find the card holder which was sent with us was the one I declined cuz the front logo closure was terribly scratched as well as discovering a brand new black scuff on the handle of the Ellipse bag. I immediately called Kiana our service advisor and explained my problem and asked her if she personally wrapped/ boxed our purchases and let her know I will be returning the card holder and handbag. She stated she “didn’t personally wrap/ box our purchases but was present during this process”. The following AM, I exchanged the card holder for the actual one I selected the afternoon prior and returned the Ellipse (Dave was the only redeeming factor in this ordeal and he took very Good care of me when connecting me to LV Hilton Hawaiian with Passara to ensure they reserved the Ellipse handbag for me). I also picked up the second pair of Grace sunglasses (these were perfect condition and clean). The third pair of Grace were to arrive by Tuesday from Wailea. Wednesday AM, I didn’t receive follow up about the third pair of sunglasses but I walked over to the boutique to check and the item was there. A different service advisor assisted me in my pickup. Not shockingly upon receipt of these sunglasses which were just released 3/28/25 and pulled to be transferred from Maui to Oahu on 3/30/25, These pair of Grace, were extremely oily, dirty with finger print smudges and an actual knick on the bottom of lens as well as the cleaning cloth dust bag had an actual pink lipstick smudge on it (the service adviser quickly took the filthy dust bag from me and replaced it and offered to “clean” the sunglasses. I asked her who received and inspected this item to set aside for me in this condition and she claimed “she didn’t know and this is how they received them from Wailea”. I swear one of the employees literally wore these sunglasses and damaged them intentionally out of spite cuz it was obvious they were terribly oily and worn and actually damaged so that explains to me why I didn’t receive follow up of the arrival cuz the employee was too busy Joy wearing them😳. I guess being a loyal fan of LV and having expectations of my selections is outrageous and unreasonable to some of the ladies@ this particular shop. I don’t know what they tried to accomplish cuz now they have a pair of actual damaged “New” sunglasses which just dropped on 3/28 to sell to a new unsuspecting customer. I’ve personally purchased sunglasses in the past from LV Wailea and I know for a fact they’d never release anything in this condition to a customer regardless if it’s a transfer to another boutique. I declined the third pair of Grace cuz at this point it was apparent my satisfaction and extremely poor treatment from the Kalakaua shop was not regarded seriously. Check your...

TLDR; They made a mistake, and it left a bad taste in my mouth regarding the whole brand because of it and the manager's attitude toward it.

My wife and I visited this location two separate times, with her parents first in the morning then my parents second at night. We ended up purchasing a bag each for the mothers and a pocket organizer each for the fathers. Two different reps helped us each time and they were both very accommodating and seemed genuinely excited to help us and there was very low pressure. Everyone that got something there wanted to get their initials hotstamped, and I was offered to get my pocket organizer hotstamped as well even though mine was not purchased at this boutique and was gifted to me. I thought it was nice of them to offer and that it'd look nice, so I took them up on their offer. But I really shouldn't have. I go to pick up the items a couple days later and find out that they messed up and hotstamped the wrong initials on mine and one of the dads' pocket organizers. It was fine for one of the dads' since it they had a new one in stock. However, mine was a special color that was no longer produced. I was devastated because it took the gifter a few months to track it down for me, since he knew I liked blue/dark navy but didn't want all the monogram. Now, it was forever ruined and had someone else's initials were hotstamped onto a pocket organizer that someone put so much effort into obtaining for me. What made things worse was the nonchalant and 'what the heck do you want me to do' attitude that the manager had. The sales rep that ended up getting roped into this because the initial rep was not in at the time was great, but the manager was just terrible. They offered to replace the pocket organizer with any other one they had in stock or a gift card, but there was no way of getting the same one replaced or repaired, and I could not go around carrying loose cash and cards in my pocket, so I ended up choosing something. They offered to rush the hotstamping and rush they did. Mine was smooth leather so it was fine but the other one that they redid had silver flakes all over and the letters were nowhere as crisp as they did on the incorrect hotstamp I saw earlier. By then, I just wanted to be done with this terrible experience with this store and brand, so I just signed for them and left. I started the day filled with excitement of picking up my very personalized pocket organizer, but I ended up losing a very beautiful and meaningful pocket organizer and ending up with now just a pocket organizer with zero meaning that will forever remind me of this bad experience and a terrible taste in my mouth regarding this brand. The only reason for 2 stars instead of 1 is how helpful the reps were in helping our parents pick out their bags and pocket organizers and made them feel heard about what they were...

Wow it was supposed to be a nice day in Waikiki just strolling around the area went inside this place a woman who looks like at first following us around didn’t even offer to help us just following us around we were all looking at items her associate name is Mira looks like she already got a history here i was not shock i used to work for customer service and one thing i know wherever you work you need to make your customer feel welcome and not judging by the way they look i did have a feeling she’s basically following us like she’s watching us it made us feel uncomfortable when my husband try to touch a small wallet and trying to show us if it fits his ID on the clip one she rushed so quick and say can you please not?! It was kind of uncomfortable that my daughter rushes out of the door it’s like telling the child no you cant touch that … if she felt that way she could just offer to help or do you want to take a look at that? Nope instead she made us all feel like you are not shopping ryt you don’t look like you have money to shop just so you know we all look like very casual just by the beach outfit those kind a thing one of those days she probably heard my husband when we were going downstairs sayingi probably almost gave her a heart attack i said she shouldn’t made you feel like that and yes as we decided to go outside she is trying to be nice thank you coz were leaving that whole experience is very disappointing no way or no customers should be treated that way very rude and she is absolutely need to be trained or someone tell her to be nice i don’t think its a nice place go to Ala moana the people there are way nicer people than here everyone is entitled to look and touch the items if they want to shop in your store you need to asked them or offer to help instead of driving them away because of how they look or approach things no matter what coz she would always come back and could have bought something from that store i should have probably brought...