Louis Vuitton Houston Galleria — Local services in Houston

I don't like having to write this but after sleeping on this for two days, I feel compelled to disclose the experience I recently had while at this store…. I was in the store a week before Christmas where I made a purchase that included two LV bags. One was a larger sized bag and the other was a small crossbody bag. Two days later I was excited to use the smaller bag so I removed it from the box. When I opened the box, I noticed there wasn't a dust bag included. I thought to myself 'thats weird' but dismissed it. Just thought it was because it was a smaller bag and they don't come with a dust bag. When I put all my 'goodies' inside the bag for the evening, I discovered it was going to be too small and realized that particular bag would not be of any use to me. So I immediately returned everything in the box to return to the store the following day. The next day and While at the store, and to protocol, the bag was inspected and received the okay that I could return/exchange the bag. I had planned on purchasing another bag which would have cost more than the bag I was returning. …I was then told I could not do anything since I didn't have the dust bag. I explained there wasn't ever one in the box. Salesperson said yes there had to be one since they all have dust bags. I repeated there was not a dust bag. Once home, I called Customer Service to explain the situation and was told a manager from the Galleria store would call me. The customer service rep did mention that was unusual for the store to not exchange it for simply not having a dust bag AND this time of year, they run out of bags and not all would get a dust bag! When I mentioned this to the manager she said that was not a true statement and would not be able to accept the purse because it was now considered damaged! I was shocked!!! I suggested for her to watch the videos in the wrapping section to confirm my story. She said she would not do that because she's positive there was a dust bag in my box! I thanked her for her time but not before I told her I thought this was ridiculous and even offered her my dust bag form the new bag I would be purchasing to replace the cross body. She said again there was nothing she could do and she guaranteed me there was a dust bag. I was in disbelief! There was NEVER a dust bag!! I was very disappointed in the care I was receiving! After a few moments I then called the store in Austin and asked the policy regarding the dust bags. She replied that some customers request to not have a dust bag so they wouldn't pack a dust bag or in some cases, they run out and a customer wouldn't receive a dust bag. So, I explained my story to her…. She was also in disbelief regarding the bag. At that point she called the store to confirm my story of which they confirmed everything I am reporting here….. She then called Saks in Galleria and guess what? Saks said they would be able to help me. After they inspect the bag to make sure it was the bag i purchased and it was in pristine condition, yes, I could exchange for the other bag I was looking at purchasing. I drove to Saks and made the exchange last night! Not a problem. AT ALL! …While purchasing a LV is considered a luxury and there are many other serious problems in the world, I don't believe to be mistreated as a customer is ever okay. If the manager had just viewed the cameras they would have seen I did not receive a dust bag! Again very disappointed in this store management! Saks, you will receive many referrals from me!...

My wife and her sisters are huge fans of and have spent tens if not hundreds of thousands of dollars at Louis Vuitton, particularly at the Galleria Houston location. Recently, we visited her sister in Houston (we live in Midland), and my wife noticed black goo on her shirt in the shoulder area. We searched and found it was also on her sister's Lexus' seat and seat belt, but it was ultimately coming from my wife's Louis Vuitton purse strap. They dropped it off at the Houstin Galleria location 12-26-24. About a month later, my wife wondered about it and called to check on it. The lady told her yes, a quote for repairs was ready. $390.00 strap, $2,320.00 body, $2,710.00 replacement. She originally paid $1,590.00, but my issue was, it was obviously a materials defect. Any reputable company warranties defects in materials. The strap was delaminating, and a black gooey, glue like substance was getting all over everything. They told her sorry, they do not warranty any of their products and she would have to pay to get it fixed or replaced. I called thinking I could talk some sense into them, even mentioning I would love to leave a good social media post about our experience. The lady I talked to did not care and confirmed Louis Vuitton does not warranty their products, even if it is a defect in materials or workmanship. Needless to say, I was surprised. The lady did seem to feel bad and agreed with me that it wasn't right, but said she couldn't do anything except follow their policy and charge for the repairs. I really expected at the very least, better customer service, from such a highly thought of brand. They never called her, she had to call them. Then they said they would ship it to the Galleria in Houston for her to pick up. My wife asked if they could ship it to her in Midland and they declined, again saying that is not their policy. When she dropped it off they told her they could and would ship it to her. Now we have to drive almost 9 hours 1 way to get her purse back. Is Louis Vuitton really that out of touch with reality? I love leaving positive reviews and rarely leave negative reviews, but this is a well deserved negative review. It just blows my mind that a company that sells purses that cost thousands of dollars does not and will not, as a company policy, stand behind their product. Have they always been like this? If so, how did they climb to such a high status? Is this like in a movie where a kid took over a successful business from a parent and immediately ran it into the ground with bad decisions? I know for sure, Louis Vuitton lost several really good clients over refusal to replace a defective purse strap, refusal to accommodate or attempt to help a remote client by shipping direct to the client or at least to a closer dealer for pickup of clients property, repaired or not, as well as a lack of customer service, follow up, or even caring, terrible company policies, as well as bad attitudes from not just 1 person, but multiple employees. I do not recommend Louis Vuitton to anyone. It may have been a high end product at one time, but defective materials and refusal to address the issues, put them on my, avoid at all costs list. Avoid Louis Vuitton if at all possible. Poor product, poor customer service, poor company policies and lack of...

What a terrible experience. I visited this location with the intention of purchasing a bandeau for my mom. Having had positive experiences at LV stores in the past, my recent visit here fell SIGNIFICANTLY short of my expectations. And I must say, I lost complete trust in LV and I don't even know what to feel about the brand anymore. I should have just left the store and not purchase anything. But I was making gift for my mom, so I thought LV would be a good choice. But I should have selected different luxury brand store and I regret I made that choice.

Upon entering the store, a sales client greeted me and I told him I am looking for bandeaus. He said it’s over there an isle right by registrar instead of guiding me where they are. This LV store is big and I don’t know which registrar he is referring to, and isn't this a luxury store? lol So the initial interaction was disheartening as I received vague directions to an aisle near the registrar without proper guidance, leaving me to navigate the store blindly. In the past, a sales associate always guide me and show me the product. But this time, I have to guide myself to the product I don’t know where it is at? Like what?

And it does not end here. We then somehow found bandeaus and look through those but I was wondering if there were more options available. So I asked the closest sales associate near me if there are more options to bandeaus and her response was very unhelpful and unexpected as she said I need to ask someone else. What? I need to ask someone else to help? It does not make any sense and I literally lost my words when she told me that. Furthermore, she did not even ask if someone was helping me or offered me to connect with another associate. This lack of proactive assistance was horrible and below the service standards I have come to expect from a brand of LV's stature.

We just decided to make choices among those bandeaus and was going to purchase it but since there was no one helping us out, we literally were just standing there and looking for someone to help. Then I saw an associate walking into the registrar in front of me so I asked her if we can check out. Then she finally asked me if I have been helped and apologized for lack of help and support. Literally the only person that was helpful at LV.

This whole experience not only proved personally disheartening but was also embarrassing for my mother. I cannot even express how upset and disappointed I was and it completely changed the image I had for LV. The service at the Houston Galleria LV store fell notably below the expected standards for a luxury brand, even trailing behind typical retail establishments like Walmart. Such an unacceptable and inadequate level of customer service is, frankly, difficult to comprehend, and made me lost all the trust...