Longchamp Soho — Local services in New York

I own multiple Longchamp products and the Le Pliage bag in particular I like very much; however, the customer service at the SoHo location was very disappointing. One of the primary reasons I opted for this more expensive bag was because of Longchamp’s repair policy. I do not use this bag on a daily basis. It’s not getting heavy use. Nonetheless, the bag developed holes in the corners, which I later found out happens often with the Le Pliage. The first time I took it into the SoHo Longchamp location, the staff looked at it and said the holes were too small to fix. Not long after, I took it in again, and now the staff pronounced that the holes were too big to fix as any holes that were larger than the circumference of a pencil could not be repaired (which were the size of the holes in my bag). This was very consternating, given the fact that a family member had a Le Pliage and was able to get hers repaired at the SoHo store even though the holes were larger than the ones in mine. I explained this to a staff member who took photos of the holes for review and who later called me inviting me to bring the bag back for repairs. Yet again, when I came to the store, the staff disregarded what I said, treated me extremely rudely (condescendingly telling me how to fold the bag “the correct way”), and refused to fix the bag. In short, in the multiple times I’ve been to the SoHo location, the staff were very rude and condescending. They do not value customer service so as a result they have lost...

I would give this store zero stars. I called ahead to see if the item was in stock and was told it was. Walked in and was never greeted or acknowledged. After waiting five minutes, I had to flag down an employee. Five minutes later they said the bag was not in stock. They offered to ship the bag to me from the Madison Ave store and I agreed with the understanding that I would receive the bag in two business days (I placed the order on Sunday). Four days go by and I have no update. I call the store and they assure me they will call me back - no call. I call again (6 hours later) and they tell me they need to call the Madison store for an update. An hour later my call was never returned so I called the Madison store and they had no idea what was happening and said they needed to investigate and call me back. They did follow up and explained they no longer had the item in stock. At this point, I just want a refund but the gentleman on the phone could not help me with this and informed me that I would need to call the Soho store (again…for the third time in one day). I may order Longchamp but likely...

I'm very happy with my purchase, however extremely dissatisfied with the staff. I visited New York just last week (July 2015) and shopped at this location in Soho. The gentleman that helped me pick my bag was friendly and polite. However, upon checkout the two individuals at the cash were extremely rude and not professional. No one bothered to look up at me - one female and one male, each at a computer. No one said hello, or bothered to even make eye contact. I stood there just waiting for some sort of direction, as they had taken my bag from the gentleman who helped me. The only time someone spoke to me was when the male at the computer read my total off the screen. He still did not look up at me. Printed my receipt and that was it. Not even a have a nice day.

I would...