Louis Vuitton Palo Alto — Local services in Palo Alto

This rating is not directed at the service of the store staff; it simply expresses my disappointment with the way the client care/repair department handled my inquiry. I have an LV canvas bag that, after about three uses, developed severe bending and warping at two corners of the front cover. Then I put the bag in my closet and have not been used it for a long time. When we inquired at the store, the staff warmly assisted us, took photos, and reported the issue to the repair department. The staff mentioned they have encountered similar issues with this bag and similarly designed bags from other customers. A week later, I received an email from the client care/repair department and scheduled a call with the advisor the next day. The only option provided to me was to self-pay over five hundred dollars for repairs, with no alternative solutions. I was also told that this repair will take longer than usual since it's a special case. When asked about how I stored my bag, I mentioned it was kept in a dust bag and the original box. I was informed that I should not have stored it in the box because it may lead to leather drying and bending. However, my bag was only put in the dust bag and box after the problem occurred, and the current issue is not causally related to its subsequent storage. I was never informed or warned that storing the canvas bag in the box was inappropriate. I checked LV website after the call and it does not say the canvas product cannot store in a box. As I have owned this bag for a while, if I can't get the complimentary repair or exchange the bag, I can accept that. What I cannot accept is the attitude after the issue arose and their attempt to shift the responsibility for the quality...

I love Louis Vuitton but this location profiles and that is a pet peeve of mine. My cousin and I were on a short vacation visiting my mother in Cali and we decided to Google Louis V near us and up came the Palo Alto location. As we walked in, the women behind the counter turned their backs and walked away and so did the manager who was straight ahead of us. No one spoke or even gave us eye contact. In the end, it turned out to be a blessing in disguise! As we proceeded to walk in ( almost to the back of the store at this point) our angel popped out from behind a corner and gave us a very warm and genuine welcome! I truly was hesitant on writing this review but after thinking about it, Ricky P more than deserves this review. He is the best! He's very knowledgeable, kind and exemplified the definition of excellent customer service. I was a little indecisive that day and not once did I feel rushed or pressured. He was extremely patient and showed us all the styles that my cousin and I were interested in. He was so good, we literally called the next day to see if he was working and we came back with my mother and bought more items from him. We could not have asked for a better representative. I will be relocating to Cali next year and I hope and pray he's still there! The women on duty that day lost out on some good commission due to their horrible attitudes and lack of customer service. Never judge a book by its cover...we just got off of 5 hour flights. Again thank you so much Ricky! You made that day one...

I’ve always appreciated the craftsmanship and experience associated with the Louis Vuitton brand, but my recent visit to the Palo Alto location left me extremely disappointed.

I went in to get a refill for my LV cologne, something I’ve done before without any issues. This time, however, I was told they would not refill it because of a small, fixable defect in the cap—something completely unrelated to the refill mechanism or the bottle’s integrity. The cap still worked and sealed properly, but they flat-out refused service.

Instead of offering a solution or even showing basic courtesy, the staff was dismissive and unhelpful. For a luxury brand that prides itself on exceptional service, this was a complete letdown. A minor issue like this could’ve easily been resolved, but instead they chose to turn away a loyal customer over a trivial flaw.

Louis Vuitton Palo Alto seriously needs to revisit their customer service standards and train their staff to be more solution-oriented and professional.

The white man with long hair is so dumb that he cannot even refill a bottle and the asian girl helping was RUDE!! Never...