Louis Vuitton Washington DC CityCenter — Local services in Washington

Worst ever! My wife and I are long time patrons of LV products. We have purchased hand bags, wallets (men/women) matching overnight bags, belts, scarves, earrings, perfume, and cologne. We shopped at numerous LV stores. Just to name a few: Houston, Las Vegas, Los Angeles, NYC, Guam, and Japan. However, we have NEVER had a horrible shopping experience as we did earlier today at your Washington DC City Center store. The manager, Jennifer was rude, unprofessional, completely unprepared, clueless about what was being advertised on the store’s website, and incapable of managing a customer wait list. We checked the store’s website to verify that they were indeed open to the public and attempted to call the store several times before making the 45 minute commute. We arrived at the store at 3:45 pm and was told that they were only accepting customers with appointments and that there were 20 customers ahead of us. I asked to speak with the manager but she was out to lunch, so I waited 20 mins for her return. I finally spoke to the manager (Jennifer) and she stated the same thing about appointments only. However, instead of there being 20 customers ahead of us, she stated there were 15. Keep in mind, I stood outside the store that entire 20 minute period and not a single customer came in or out. Finally, I persuaded Jennifer to add my name to the wait list for today, which she did reluctantly. I waited outside the store for an additional 1.5 hours and for that entire time, there were only 4 separate parties of customers, and 2 of the parties left without making a single purchase. Additionally, I watched as 20 potential customers attempted to enter the store but were turned away. Over that 1.5 hour period, I spoke with Jennifer three times about her wait list process, and each time she was rude and unprofessional. My wife even called LV customer service center to complain and spent 45 minutes on the phone explaining what we were experiencing. Rebecca from customer service, was extremely courteous, apologetic, and professional. She attempted to contact the store to resolve the issue but could not get through because no one answered the phone. I even informed Jennifer, the store manager, that customer service was attempting to reach them by phone and she responded harshly by saying she didn’t have time to answer. The entire time I was talking with Jennifer, I had Rebecca on speaker to witness the entire interaction. She expressed how unprofessional the store manager was to us. We submitted a customer complaint with Rebecca, who assured us that it would be pushed up to the next level of management. When all was said and done, the store closed at 6pm and not only did Jennifer not give us the courtesy of letting us know, but she never offered an opportunity to place a reservation for another day. We wait over 2 hours and never had an opportunity to shop inside or do curbside pickup, as the website stated was an option. As we waited outside the store, we encountered 3 different customers who had wait several hours to enter, and were equally upset. I have never seen a process so mismanaged, or a leader so incompetent. I watched through the door as 2 sales associates stood around wiping the glass counter, or peering through the window as several customers were turned away. It was shameful, especially during a time of slow economic activity. How does any store remain in business with a failed policy that restricts willing customers from making purchases. It completely blows my mind. I expect better from Louis Vuitton, and I can assure you that Jennifer did not exhibit the values or high standards that your company is known for. We are extremely disappointed.

I hope this complaint is investigated and taken seriously or you will lose our business...

I don’t know who needs to hear this but ....

This store is not where you wanna go to spend significant Amount of money for luxury ! I have been shopping in designer stores since I was 16 & I never had a store that gave me this much of a bad Experience until I visited this one !

I’m a New York native but I happened to be in DC To visit family. I took my sister to this LV store to get her first bag from them because she was never really interested in anything designer, she used to buy me everything but never gotten her stuff.

So we get to this place it was a Sunday so Parking was convenient , we wait outside for about 30-40 mins to Enter the store & put in hand sanitizer. As we enter I see the store is REALLY SMALL & we were placed with a sales rep who was OK (no greets no laughs and definitely no champagne/ drink.... not the best ). As my sister was showing her pictures of the bag she liked from the website but 9/10 bags was not available in stores! So I got bored and stated walking Around to see if had more bags in display so I can show my sister (keep in mind I have a N95 mask) but Some low class dude that works there said really rudely ( can you go back to the representative you are working with, we can show you anything els later ) in a really rude was as possible. first of all, I get it it’s the pandemic but you have about 5 people in the store , every one has a mask onn, and last the way you told me to go back REALLY Offended me. This tough guy who I think is the manager there works in this little store that has no inventory wants me to stay in one place to look at his face ?

After he said that to me in a really really rude manner I felt really Furious, I wanted to curse him out but I didn’t because I was with my sister ! So my sister purchased her bag which was about 22 hundred and had it shipped to her house. we went on about our life until we came over another The bad experience!

The bag got delivered to a complete wrong address how do you mess up on such things ? It’s not my sister that put in the wrong address, we had triple checked it before we gave them our info! The bag was supposed to arrive in Maryland but it ended up in New Jersey. This is really really pathetic ! And to put a cherry of top of this bad experience we can’t call customer service Regarding Instore order and if we call this store they won’t pick up.

This message is for LVMH I was a big fan of all of your brands but after this experience I have no hopes of doing business and working with you in the future...

I wish I can leave ZERO stars. This store and the store manager, Damian, have the worst customer service I have EVER seen. He does not know how to train the sales reps at this store and is irresponsive to any correspondence LV client services sends to him. After my wife had waited two hours to get into the store in the freezing cold, we apparently paid for an item that they said would be shipped to us that was "unfulfillable" even though the sales rep said they would order the item from another store that had it in stock and that we would receive it in 3-5 days. Two weeks later, we have zero status on our order, no shipping notification, NOTHING. We contacted client services four times to try to get in contact with the store manager to get an update on our order or our money back. It wasn't until the fourth call that the supervisor of client services actually told us that the product has actually been unavailable for order. We received no email regarding this, no refund, nothing. I have no idea what we paid for. Client Services was unable to reach Damien all four times even after marking this matter as a high priority. All we wanted was an update for our product or our money back, both of which required correspondence from Damian. This location is a grand disappointment to the LV brand as a whole. We will probably never buy anything from LV again because of this experience. This is no way to treat customers. There's a reason why this store is so poorly reviewed for a luxury store. We're not asking for a lot, just bare minimum customer service.

Two weeks later and we still have not received the item (since it's unfillable and the store didn't notify us and still charged us), we haven't received any correspondence from the store what so ever (even after calling client services 4 times and having them try to get in contact with the store manager and after they sent the store high priority correspondence), AND we haven't gotten our money back for an item that we haven't and never will receive!!! Only the store (that is not responsive) is able to refund us our money but they are just ignoring us and not answering.

Please don't support this location. Please go to another location that will actually give you the type of service you deserve for what you are paying for. This experience has been...