Louis Vuitton Scottsdale — Local services in Scottsdale

I went to the Fashion Square store and worked with a great Client Rep, Yuri. He helped me pick out the LV Riverside, which I loved. However, when I got home, I found a big scratch on the bag that was not caught in the store. I was shocked and disappointed that a bag would ever make it to the store with a scratch on it since that it not the quality control I expect from LV. I returned the following day and exchanged the bag with no issue. After this, I took the bag home and it sat in the dust bag for a few weeks since I did not get this bag to carry every day. When I was ready to carry it, I loaded my stuff inside and realized the bag was extremely heavy due to the hardware and large bag charm. I realized I needed something lighter and immediately texted my rep for assistance since I was still within my 30 day window. After no reply for 24 hours, I decided to head into the store for an exchange for something lighter.

Upon arrival at the store (which is 45 minutes from my house), I was greeted by lackluster service at best. I felt like I was sized up by the rep, his name was Adam or Ryan, and he immediately decided he was not going to help me. He brought over a "manager" who's name I didn't get, to examine the bag. Within 10 seconds of looking at the bag, I was informed that "due to signs of wear" it could not be exchanged/returned. When I probed further and asked what exactly he saw, he pointed at "wear" that was not there. The bag was never carried outside of my house and was in flawless condition (better than the condition of the first bag I was sold).

I left the store fuming, I had spent $3000 on this bag and was ready to exchange it for one of equal or greater value. I immediately called corporate and spoke to a wonderful rep, Heinrich. I explained the events to him in detail and he told me there should have been no issue with my exchange/return. He directed me to return to the store and ask for a Manager and let that person know I had spoken to him and they could call him if needed.

I returned to the store and asked for a Manager as directed. I was let in and the Manager, Michelle Pezzino, examined the bag. Hilariously, according to her, there were different "signs of wear" than the first employee found. Again baffled and asking to see what she saw, there was nothing there. It was extremely clear to me that they just didn't want to take my bag back or were calling me a liar when I explained the bag had been in my closet in the dust bag. After pressing her, she reluctantly agreed to call corporate. She tells the corporate employee that the "bag is worn and in a condition that is not resell-able," which is a flat out lie. She also refused to tell the employee that I had been sold a scratched bag the first time, even after I asked her to do so.

After a few minutes, she hangs up and tells me the person I spoke to was wrong and they won't take the bag back. I cannot believe the service I was receiving. My husband argued with her for 10 minutes to get her to say "I'll make an exception and give you an exchange, but whatever you buy will be final sale because this bag was already an exchange." To this, I counter with the fact that the original bag I was sold was scratched, which was the fault of LV and her staff for not noticing it. She tells me it's not her fault and she never saw the bag in question to confirm its condition, it felt like she was gaslighting me to avoid the return. At this point, I am sick to my stomach and realize I do not want to do business with LV anymore.I tell her I would rather get my money back at this point, which she said would be impossible. "Since this was an exchange, there is no way for me to issue a return." Again, I rebuttal with the fact that the exchange only happened due to LV selling me a scratched bag. It took my husband arguing with her for another 10 minutes for her to finally admit "Would it make you happy if I just gave you a refund?" Finally, after wasting 30 minutes of my time, she processed my refund for the bag and I...

Due to the pandemic, each sales associate stays with each customer (or customer group) during their entire store visit--this is why there is a line outside the store--waiting for the next sales associate to become available. Waited for about 30min during a somewhat less busy time overall, it's probably longer over weekends or late afternoon/evening.

Okay experience, wasn't thrilled at the lack of knowledge in the sales associate with whom we worked. Looked at men's belts and she didn't realize the LV belt she handed to me was reversible until I showed her--had even stated confidently it wasn't reversible. She also didn't know pricing of the belts and had to keep scanning them. Further, she offered no helpful advice for how a belt should fit (should use the middle/third hole and it should slide through between the first and second loop on the pants). I wouldn't be so harsh if this location sold more variety of products but as it is, bags, shoes and belts are the three main items they sell, and they aren't exactly cheap. I expect a SA to have way more knowledge about a limited set of products, particularly when the products easily cost in the high hundreds to thousands of dollars. I've ran into more knowledgeable SAs at Best Buy when buying cheap cell phone chargers. I will say in her favor she was kind and pleasant and gave us a nice little tour of the store while the area we wanted to view was occupied by other customers.

I am happy there's an LV location here in Arizona, however! Also, I'm suspicious that they have more in stock than what is on display, e.g. when looking online, the LV website said this location had some other styles of belts that were not on display. Finally, there doesn't appear to be a way to call the store directly, the number listed on google and the LV website seem to go to a call center and just put me on hold forever without actually having the opportunity to talk to anyone. Email went ignored and iOS chat text also went ignored. It may be COVID-19, but customer service is not a strong suit of this company currently.

Fun fact: did you know that "canvas leather" is actually just cotton and PVC (a type of plastic)? It's not real leather. This means it does wear better and is much lighter.

The cool thing about LV products is they don't lose their value so much, and much of this is due to how they never have sales to the...

Haven't written a review in several years, but felt compelled to write out my experience today..because it sucked and I walked out when I had every intent to buy. First, they now have implemented the stupid velvet rope experience with someone keeping you from entering until an "advisor" is available. Before the remodel I purchased multiple items in their previous store where I was welcome to walk around and no issues getting help. I was told it was "too chaotic" when they were first opened the new space so they decided to start limiting the number of people in store at once. I get you sell high priced items, but you have them latched with security lanyards, alarms and have security guards if that's your concern. Otherwise, your previous experience at the old store had no gaps in just letting people walk in.

Once I was bestowed the privilege of entering a practically empty store at 1pm on a Wednesday. I was asked my name by the "advisor". I don't recall her sharing her name, but she had dark curly hair. She wasn't listening and called me the wrong name after asking me what mine was. I knew what I was looking for when I walked in after looking online. I also did my research to see what was showing as available (knowing that some items may be out of stock). Once I shared what I was looking for, I was taken to the highest price option in the category, already trying to be upsold one what accessories I could add one etc. I then asked, "are these the only options you have?" I was told "these are it" in exception of the larger, higher priced item that was brought to me from the back. I knew damn well there were multiple other options (especially at a lower price point). My goal was to see all the options I saw online that were available, but because they opted to just show the higher end selection (which I may have ended up buying anyway) I left. Want to thank the Gucci store right down the same corridor who let me in right away, let me browse, and showed me all the options in the category I was shopping. Can you guess who...