Complaint / review text:
I am attaching a picture of my LV collection. There are a couple of newer ones not in the picture... This is what happened. I have been buying Louis Vuitton purses for close to 30 years now. I currently own 15 of them. Everyday purses, evening clutches, wallets, you get the picture. I was at my son's wedding in California two weeks ago. It was very hot at the outdoor wedding that day, but what happened to my purse was quite unexpected. The pockets on my Trocadero purse literally melted together and when I pulled them open, they came apart. I had sticky black gooey stuff all over the inside of my purse, it's contents and on my hands.
This was really embarrassing but people at the table were telling me not to worry since this happened to an authentic Louis Vuitton, they would definitely stand behind their product. The bride told me in the past that she'd had a Coach purse damaged, and Coach had replaced it, and without hassle and at no cost to her. I also was reminded of a story my husband told me about a turntable he'd had that was defective and the company simply replaced it, and at no charge.in fact they didn't want it back, and they asked him not to sell it to anyone because they didn't want their reputation tarnished.
I guess LV doesn't know about this kind of customer appreciation, because when I got home from the wedding, I brought the purse in to the Oak Brook, Illinois Mall location where I've been buying my purses since the store first opened. The "manager" a young man Vohlem (sorry that's probably not the spelling, but that's how it sounded) was incredibly rude and dismissive to me. He acted as if I was bothering him with a problem he could care less about. He didn't want to work with me on a price, and when I told him I'd never shop there again, since he didn't care to appease a long time customer, he said "Well if you wanna take it personally and take it out on the store..." Really? How classy Louis Vuitton!
Granted this is an old purse, from the 90's, but what happened to the purse was not normal wear and tear as he tried to tell me. This was what happened because the purse was exposed to excessive heat, however, no one else's purse melted that day, so, I am calling this a defect on this particular model of purse. When I got home I researched online "why did my LV purse melt in the heat" and tons of posts, blogs and forums came up from women complaining about this happening to this particular purse and LV refusing to deal with it.
They told me there is no lifetime warranty, but excuse me, for a purse costing in excess of $1,000.00 it should NOT melt in the California sunshine, no matter how old it is. This so-called manager didn't want to hear anything from me about how LV is aware of this particular problem of this model purse and as I said, was dismissive and rude. I think after all the years of shopping LV, I am done with them because of this attitude.
They have loved me all this time while I've spent thousands of dollars in their store, but the one time I tried to get a problem rectified, it was a whole new ballgame. He wanted to charge me half of what a new purse would cost, and while I "can" afford that, it was a matter of principle, and the fact that LV not admitting that this has been happening to many people, that made me not want to put out an extra dime in that store, or any other LV purse for that matter. Very, very disappointing to be treated this way from a representative of such an iconic brand such as Louis Vuitton!