When Customer Service at Luxury Retailers Disappoints

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A Louis Vuitton store on Long Island

A Louis Vuitton store on Long Island

LOUIS VUITTON

Founded in 1854 by Louis Vuitton, the LV brand is one of the world’s most valuable, listed by some in the top 20 in the world. The company’s LV monogram appears on most of its products, which range from leather goods to trunks to shoes to accessories to sunglasses.

After losing a scarf (fortunately, the purchase was covered by American Express purchase protection) I called the LV store in Roosevelt Field, Long Island, to enquire whether the same one was in stock, and the saleswoman informed me that it was. Upon my arrival, she discovered it actually wasn’t but apologetically told me it was in stock at another LV store a mere 20 minutes away. I asked her to confirm its availability and tell the store manager I was en route. Once underway, I realized I had never been to the mall where this store was located and called the store to find the quickest route to the establishment once entering the mall’s parking lot.

It took 15 minutes (most of my drive time) for someone to come to the phone, the person who cheerily answered “Louis Vuitton at Walt Whitman Mall” told me the store had closed two hours earlier and that the other store’s saleswoman couldn’t possibly have called. She corrected herself after checking the store hours, informed me she was really in a call center, and somewhat begrudgingly transferred me to a person at the actual store, who said she would guide me to the store, although she got snippy with me when I referred to the first person I had spoken with as “her colleague” (“She is NOT my colleague” she said several times).

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She then proceeded to direct me to the wrong side of the mall, the store closed in the meantime (I had known it would be tight, that’s why I called in the first place), and, when I told her I was going to sit out in the parking lot waiting for her to get a manager on the phone, I then heard her loudly say to a colleague, “He’s going to wait for me in the parking lot. I’m not paid enough for this job.”

While I eventually replaced the scarf, albeit from another location, the overall experience greatly diminished my view of the brand as well as my desire to make future purchases from it.

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