Louis Vuitton San Francisco Union Square — Local services in San Francisco

I bought a Venice Dune bag back in 2015. Used only once, I stored it in my closet carefully, almost a new bag. I brought it back to Southeast Asia last month, to give it to my mom. Unfortunately the glue of the bag strap started to melt off once I was there. I found out later this was the first few batches that the LV production team was testing a new adhesive, but it couldn't withstand the humidity and heat of Southeast Asia.

I brought it back to SF, for I thought I bought it in SF's LV flagship store. I went to this store on Jan 11, to get this bag fixed. I was assisted by a wonderful new staff Nicholas. He tried to find this particular bag under my profile or my husband's, but weirdly couldn't find this bag at all. Phoebe, another wonderful helpful staff that has been working in this store for 5 years, came to assist him with the research.

Long story short, I went home, managed to find the receipt, and found out that I actually bought this bag in Paris! With the receipt, they were able to offer me full credit of the bag's listed price to exchange to another item or two, to use up the credit.

I communicated with them both, Phoebe and Nicholas via text messages. They are both very efficient and professional. Phoebe was helping me with put pieces aside for me to view but eventually my mom decided on a bag not available in store. Nicholas helped me to order it, I picked it few days ago, with Phoebe's help for the exchange. Since there were remaining credits, I picked up another bag; made in canvas with fabric strap, minimal leather for my husband. He loves it! Thanks to Phoebe for her recommendation and great service.

We used to buy LV for every celebratory occasion, few times a year for over 10 years. We stopped purchasing leather goods a few years back because we adopted a vegan lifestyle. We had experienced lukewarm to bad services in LV stores in SF ( same in Dior, Gucci and Chanel) but this recent experience in LV changed my perception.

I highly recommend Phoebe and Nicholas if you would like to have a luxurious and genuine service with no pressure. They both are so very kind and helpful even when all I needed was a repair. They gave me a first class experience, made me a believer in high end luxury goods again. Now I hope LV will make bags and belts with...

Right before the Pandemic, I went to the LV store to buy a wallet for myself. I was initially going to go to Nordstrom (I should have) but passed this and decided to shop here. I knew which wallet I wanted and was assisted by an advisor. I asked about the product quality and warranty which I was informed these products are made to the highest degree and if there is any issue what so ever, I could come back and they would ensure my satisfaction. She even mentioned that their products come with a lifetime warranty. After a few months of usage, the glue around the edges started to come off and was beginning to show very early signs of “premature wear and tear”. Obviously concerned, I was at ease knowing that the advisor told me that these products are covered under lifetime warranty. Obviously knowing the stores are closed, I reached out to corporate and informed them that after 7 months of owning my product, the wallet was breaking already and I needed assistance. Their response time was very very delayed and the response was even worse. They offered to fix the product for a FEE! I couldnt believe it. They sold me a product that is actually defective and they wanted me to pay to fix it. I quickly wrote back and expressed my concern which took another few weeks for a response. The advisor mentioned that while they have warranty for their watches, they have aftersales service for their other products. She invited me as well to visit a store for assistance. Not sure if shes aware of the situation around the world but were in a pandemic! I wrote back expressing my outrage and the false representation the advisor stated about the warranty and the premature wear and tear. If all else fails, ill put this aside and visit when things open. For everyone reading this, if you want good service and lies, go here! If you want excellent service and the backing of a reliable company, go to Nordstrom. I regret this purchase and will update when I get a response. Otherwise, never supporting LV again. Absolute waste of money

UPDATE. After calling San Jose LV and complaining, the manager from SF store called and credited it back to me. Thanks for their help. I still wont...

**update 3/18/22 Let me just say that Josh is an amazing addition to the Louis Vuitton Brand, and the only reason I have removed the 1 star rating. Having said that I still think that it’s ridiculous that you have to wear a limited piece to get treated properly.

Once introduced to our Sales Associate Josh, we have not had another problem. We have enjoyed our shopping experience more and more with each return. He has quickly become our favorite SA to see and we have quickly grown to appreciate him and our relationship. He will be the main reason we do business through this location for years to come.

**Original 3/6/22 The security guard (not even a SA) told us at 17:30 (5:30PM) that the wait list was closed. We were told that we could wait or check back in 10 minutes. There was a chance we could possibly get in. There were two people already waiting outside for their turn in. Whether they were on the waitlist or not, I have no idea.

We asked for a Louis Vuitton employee and were told “they are all busy right now”. We said we would check back then. We waited down the street and observed numerous patrons leaving. Some with purchases, most without. It didn’t look as though anyone was let in. We walked around the block and upon returning to the store, the two people who had been waiting, were still out front waiting.

As we approached the guard he just started shaking his head at us and said no. I explained it was a simple exchange. We didn’t need to see anything or buy anything, they just had the last one left. His response was and I quote “It’s not going to be a problem to get the piece. They have plenty available.” Who is this Neanderthal?

He really hasn’t a clue the store he’s protecting, their products or brand.

Had a simple exchange and was told this store had one in stock by the Louis Vuitton in Bloomingdale’s not an hour prior. Only store nearby that had one and it’s a new collection so pieces are obviously limited.

This guy should be patrolling McDonalds and Safeway parking lots not providing customer service (as a security guard) for...