ComplaintsforLouis Vuitton USA Inc

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Initial Complaint
04/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an online order nx696474467 ($2512.20)on October 24, 2023, and initiated a return on October 29, 2023. Following the return instruction, I dropped the package off at the *** store # **** on November 1, 2023. After 14 days, I did not receive my refund, I called LV customer service on November 15, 2023, they told me to be patient as it was the holiday season. I did not get anything at the end of November, then I called again, they told me the package was lost at that time. After a long time investigation between *** and *** store. The *** admitted they lost the package, and wrote a $ 100 check to LV on January 26, 2024 to pay for their loss, because LV did not buy insurance for the package. However, LV did not give me the refund after they received the check from ***. They refused to do anything to solve this issue, and refused to talked with me and asked my financial institute to contact them. Therefore, I reopened the dispute on Feb 19, 2024. After 2 months negotiations between my bank and LV, I still did not get my refund. I dont know how can this happen, I followed LVs instructions and returned the package, *** lost their package, *** paid to LV for the loss. But there is no way for me to get my refund from LV, they just dont care and refuse to do anything.
Business response
04/26/2024
Dear BBB,
Thank you for your recent correspondence.
After formal review, leadership has confirmed a resolution is taking place.
Please allow 5-7 business days to finalize.
Thank you for your patience.
Kind Regards,
Client Services
Customer response
05/08/2024
Dear BBB,
The business said a resolution was taken place. Asking for 5-7 business days to finalize. After 7 business days, I still dont know what is the resolution. The result is I did not get any response from the business, neither did I receive the refund. Could you please help me contact the business what is going on?
Thank you,
Fang
Customer response
05/08/2024
Dear BBB,
The business said a resolution was taken place. Asking for 5-7 business days to finalize. After 7 business days, I still dont know what is the resolution. The result is I did not get any response from the business, neither did I receive the refund. Could you please help me contact the business what is going on?
Thank you,
Fang
Customer response
05/10/2024
I am rejecting this response because: The business did not do anything to solve this issue. In their response, they asked for 5-7 business days to finalize the resolution. However, 7 business days passed, what is the resolution? I have no idea. I did not hear anything from the business, neither did I receive the refund.
Business response
05/14/2024
Dear BBB,
The client's *** claim has been approved.
Please allow 3-7 business days for refund to process.
Best Regards,
Client Services
Initial Complaint
04/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On January 21, 2024, I ordered a wallet and a pair of earrings from Louis Vuitton, order number NX717215253. Upon receiving the items, I found they were not suitable and returned them within the specified timeframe using the provided return label (tracking numbers 1ZA446T99016521236 and 1ZA446T99016517625). Louis Vuitton claimed they did not receive the returned package and requested drop-off receipts to file a claim with **** I provided the requested receipts but have yet to receive a refund. This unresolved issue has persisted for three months, and I firmly believe that customers should not bear responsibility for issues arising after returning a package. I respectfully request Louis Vuitton to make a one-time exception and issue the refund promptly.
Business response
04/23/2024
Dear BBB,
Thank you for your correspondence.
After formal review, we see that your *** claims were denied.
Louis Vuitton is unable to provide further assistance. Should the client need further assistance please contact ***.
The client was notified of this information.
Best Regards,
Client Services

Customer response
04/23/2024
I am rejecting this response because: It's disappointing that I'm being asked to deal with *** for an issue caused by your label. As a loyal customer, I expect better service and a straightforward resolution, which includes receiving a refund directly from Louis Vuitton. I hope you reconsider your approach and prioritize customer satisfaction.
Business response
04/26/2024
Dear BBB,
Thank you for your correspondence.
After formal review, we see that your *** claims were denied.
Louis Vuitton is unable to provide further assistance. Should the client need further assistance please contact ***.
The client was notified of this information.
Best Regards,
Client Services
Customer response
05/02/2024
I am rejecting this response because: No i am not contacting *** if YOU'RE the ones who provided the label. This is robbery and I demand a refund now.
Initial Complaint
04/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a pair of ********* folding sunglasses. The arm on one hyper extends in the opposite direction and clearly is a manufacturing defect. They are not usable. There is no exterior damage. I contacted customer service only to be told by "*********, a so called ************ Expert" that LV will provide no assistance. Not even so much they be inspected in store. Anyone would be able to tell that there is a dysfunction with the actual mechanism. Their response is unacceptable. I've indicated store credit but all I am actually looking for them is to be repaired. They were not damaged. And I absolutely would expect LV to stand begin these sunglasses that seem to be nothing short of a failed experiment.
Business response
04/19/2024
Dear BBB,
We are in receipt of your recent correspondence and are pleased to respond in writing.
After formal assessment, resolutions such as repair or replacement are unable to be offered at this time.
If a product is in a condition that is susceptible to further damage, regrettably repairs cannot be performed as doing so would cause further damage.
Louis Vuitton has concluded this to be part of normal usage and wear of the item over time.
Louis Vuitton does not provide a warranty or 'lifetime guarantee' for our products.
Issues relating to a progression of wear, accidental damage, or usage of the item are not covered under this guarantee.
Best Regards,
Client Services
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
purchase date : November 24th 2024 I paid for ******* USD for a neverfull bag from LV online. I need my full refund from LV. they can either refund me directly or approve the credit dispute I submitted through my credit company - Chase.I mailed the item back to LV by their prepaid label - **** And after about a month wait, I contacted the LV and they told me that they only received an empty box. so they submitted a claim with *** to investigate on this. I also sent LV the *** dropoff receipt that has package weight on, which is the proof that I didn't mail an empty box back.But after four months, ** told me the claim is denied and they cannot reopen it and cannot process my return further. But I called *** and *** told me the claim is still open. And *** didn't receive any dropoff receipt from LV and *** tried several times to connect with LV to continue the investigate but they cannot connect to anyone in LV... So I called LV and let them know the correct situation.but during the call I had with LV, LV firmed told me that they will not work on this no matter what....... no further action from LV no matter what. LV refused to give me any reasons why they won't do this.
Business response
04/16/2024
Dear BBB,

We are in receipt of the clients correspondence.

Per company policy, Due to the active dispute through their financial institution we are unable to provide further assistance.

Thank you for your partnership.
Best Regards,
Client Services
Customer response
04/22/2024
I am rejecting this response because:
I don't find the response from LV is reasonable. LV instructed me to work with my financial partner at the first place after they told me the *** claim is closed, which is my bank. So I thought LV will collaborate on my credit card dispute process. But LV already declined my credit card dispute once after I submitted it. Now LV use this as the reason why they will not continue to work on my refund...
As I stated in my initial proposal, if LV agree to refund me directly, then I can cancel my credit dispute. If they don't want to refund me directly, then I will need LV to approve my credit dispute request. Cuz I already provided the *** drop-off receipt months ago to prove the item was in the package when I return it . So I shouldn't be the person who being punished by over 2000 USD in this case....
As of today, I can see the *** claim is still in progress and *** doesn't receive the dropoff receipt from LV, even LV confirmed with me that they sent it to *** once I sent it to LV. How *** can conduct the right investigation when they don't have the most important evidence?! And LV keeps telling me that the claim is closed and they cannot assist further...
This fully demonstrates LV lack of seriousness and responsibility at this case from customer service perspective. As a customer of LV, I thought we are on the same side of this horrible situation. cuz we are both victim on this case. I'm so disappointed on this whole thing with LV for about half year.
I'm restating again. if LV agree to refund me directly, then I can cancel my credit dispute. If they don't want to refund me directly, then I will need LV to approve my credit dispute request.
thank you

Business response
04/23/2024
Dear BBB,

We are in receipt of the clients correspondence.

Per company policy, Due to the active dispute through their financial institution we are unable to provide further assistance.

Thank you for your partnership.

Best Regards,
Client Services
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered shades from Louis Vuitton and they were shipped using **** I have ordered online from LV and in-store without any prior issues. The package came and my husband signed for it. I opened it about 5 minutes later and there was nothing in the box. I immediately contacted LV and sent over pictures as directed. I was told *** would have to complete an investigation and they would give me a call. To date I haven't received a call. My fear is losing over $700 and it's not my fault. I'm receiving poor customer service when I call to get a status check on the claim. I asked for a manager and each time the representative just repeats what I heard the last time. I haven't been able to speak with a manager. I have loved LV products from a little girl but I wasn't able to afford them when my love for the product began. As an adult, I'm able to purchase some of the items I've always dreamed about. However, I'm really disappointed in the customer service and the process of having an item that was stolen from LV workers or *** replaced. I'm extremely disappointed!
Business response
04/16/2024
Dear BBB,
Thank you for your correspondence.
After formal review, a *** Claim was opened on your behalf.
The client should contact *** customer service to schedule a package inspection to complete the claim process.
The client has up to 3 *** claims. Each *** claim can take up to 14 business days.
Best Regards,
Client Services
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to formally lodge a complaint against LV regarding a recent issue with a pair of eyeglasses purchased in around June 2022. Customer Name: ***********************. Item name: My LV Chain Two Classique Square Sunglasses. In March 2023, after just a few months of regular use, the right arm of the eyeglasses unexpectedly detached while I was attempting to open them in my car to put on my sunglasses. Upon inspection, I found that the s**** had broken, despite no excessive force or mishandling on my part. This malfunction occurred during routine usage, highlighting a significant quality issue.Given the considerable investment of approximately $650 in these eyeglasses, I expected them to uphold the reputation of the brand for quality and durability. However, experiencing such a malfunction within the first nine months of ownership is wholly unacceptable.Subsequently, in late 2023 (around Nov or Dec, though the exact date eludes me), I brought the eyeglasses to the Louis Vuitton store at ************* for repair. Regrettably, the repair process proved to be protracted and arduous. After a much long wait, I received final text communication from Louis Vuitton in March 2024, informing me that the eyeglasses were irreparable and there is nothing they can do. This entire ordeal has left me deeply dissatisfied and frustrated with both the quality of the product and the level of customer service provided by **********************. I invested significant time and effort communicating with Louis Vuitton representatives, only to be met with a disappointing outcome.As a consumer, I am appalled by this experience. I urge Louis Vuitton to reevaluate their quality control measures and customer service protocols to prevent similar incidents in the future.Thank you for your attention to this matter. I trust that the ******************** will thoroughly investigate my complaint and advocate for a fair resolution.
Business response
04/16/2024
Dear BBB,
We are in receipt of your recent response.
Based on the quality assessment,the wear of the product is related to age and progression of use over time. It is not deemed as a quality concern.

Louis Vuitton does not provide a warranty or 'lifetime guarantee' for our products.
Issues relating to a progression of wear, accidental damage, or usage of the item are not covered under this guarantee.

If a product is in a condition that is susceptible to further damage,regrettably repairs cannot be performed as doing so would cause further damage.
Louis Vuitton is unable to further assist.
Best Regards,
Client Services
Initial Complaint
04/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The error on my purse is a manufacturing error. I took my bad in and they said the glaze that is coming off my purse was from me possibly touching it with hand sanitizer, lotion, or perfumes on my hands. That is ridiculous. So basically they are saying you can not touch your purse at ALL. This ca not be true. This is a seasonal bag for me that I may carry 3 months out the year because o have over 15 bags and o have so many favorites. I do not feel that I have to pay for a manufacturing error that is not my fault. If I am paying over 2000 for a bag or should last longer that 5 years. I have old could bags that are way cheaper that is still in very good condition and they are 12+ years old. I dont believe about tha perfumes and all that because the glaze is coming off in places you would not place your hands. Places like on the sides in the folds and on the very bottom in the corner. This is not a hand sanitizer fault and I think the leather part which is the whole bag part should be reached at no fee to me. I know I cannot be the only one complaining about this. I dont want any money for it I just want the defect part replaced. If you are unable to do that, then I want my money back. This is bad business. I am by far not rich, but I do work a lot to be able to afford these bags. My husband and I spend a lot of money with you company and something like this is a slap in the face. I may have to stop buying LV if this issue cannot be resolved and may have to start purchasing bags from one of you competitors and tell those that follow me to stop purchasing as well.
Business response
04/16/2024
Dear BBB,
We are in receipt of your letter and please to respond in writing.
Based on the formal quality assessment, the wear of the product is related to age and progression of use and it not a quality concern.
Louis Vuitton has concluded this to be part of normal usage and wear of the item over time.
Louis Vuitton does not provide a leather goods warranty or 'lifetime guarantee' for our products.
Issues relating to a progression of wear, accidental damage, or usage of the item are not covered under this guarantee.
Client is able to proceed with a repair for the quoted amount or decline repair options.
Best Regards,
Client Services
Initial Complaint
03/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was sold a defective product and when I took it back to the store their repair warehouse refused to repair the damage. The purse abnormally absorbs color and the store was aware of this and did not warn me about it prior to my purchase. I have tried to work through this with *************** ***** store where the original purchase was made. I was offered no resolution that didnt involve me incurring additional costs. The purse was purchased in 06/2023 for $2,850
Business response
04/04/2024
Dear BBB,
Thank you for your correspondence.
The client's item was sent to the repair center for a quality assessment.
After formal review, the color transfer is not related directly to the craftsmanship of the item, therefore there is no specific repair available.
Louis Vuitton does not provide a leather goods warranty or lifetime guarantee for our products. We cannot guarantee against issues relating to the progression of wear, accidental damage, or usage of the item.
The client has been advised Louis Vuitton is unable to further assist.
Best Regards,
Client Services
Initial Complaint
03/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was gifted a Louis Vuitton Artsy Bag in ********************* a temperature controlled closet. About 6 months ago I started occasionally using the bag (***** times of wear). I noticed the bag was peeling and I looked up the problem online where I discovered that the bag had been recalled.According to online sources Between 2013-2016 LV produced a bunch of bad batches of canvas that would turn white and start flaking/peeling. The Artsy between those years were recalled. Anyone that experienced this issue was either given a full refund or a brand new bag. I reached out to LV and they are not taking responsibility for the manufacturing defect. My bag is in immaculate condition and the store is trying to say it is wear and tear which is false.
Business response
04/04/2024
Dear BBB,
We are in receipt of your letter and please to respond in writing.
Item was sent in for a full quality assessment.
Based on the assessment, the wear of the product is related to age and progression of use and it not a quality concern.
Louis Vuitton has concluded this to be part of normal usage and wear of the item over time.
Louis Vuitton does not provide a leather goods warranty or 'lifetime guarantee' for our products.
Issues relating to a progression of wear, accidental damage, or usage of the item are not covered under this guarantee.
Louis Vuitton is not able to further assist.
Best Regards,
Client Services
Customer response
04/05/2024
I am rejecting this response because: This is a manufacturing defect. It does not have anything to do with wear and tear as I only recently started to use the bag. This is an expensive, luxury-good why would a high end $3000 bag ever peel. Peeling is not due to wear & tear- it's a defect. If I used the bag many times the inside and bottom of the bag would show signs of use. The leather strap would be worn- the leather strap is just starting to turn from the virgin leather. There are dozens of complaints online that they stopped manufacturing this bag due to a manufacturing defect. Artsy Handbag Monogram Canvas MM has poor reviews and complaints all over the internet- **************** PurseForum and Reddit all show people making complaints -some were refunded others were not as LV is known for having quality issues and poor customer service.
BUYER BEWARE!!!!!!!!!

Business response
04/11/2024
Dear BBB,
We are in receipt of your letter and please to respond in writing.
Item was sent in for a full quality assessment.
Based on the assessment, the wear of the product is related to age and progression of use and it not a quality concern.
Louis Vuitton has concluded this to be part of normal usage and wear of the item over time.
Louis Vuitton does not provide a leather goods warranty or 'lifetime guarantee' for our products.
Issues relating to a progression of wear, accidental damage, or usage of the item are not covered under this guarantee.

Best Regards,
Client Services
Initial Complaint
03/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a pair of Bom Dia Flats on line and incurred 6% tax for the state of MD. I traveled to ******************** on March 23, 2024. While in the store I received the worse customer service. I conveyed to the representative that I purchased these shoes online and would like to return the shoes in effort to take advantage of the tax free benefit of ************. ******* failed to properly process my return, which resulted in the taxes previously paid not being refunded. I provided the invoice for my initial transaction that reflected the taxes paid. She realized that she made a mistake and requested the assistance of a manager. The manager came over and began computing some info into the register and asked me to swipe my card to receive my refund. I requested a receipt for record and ******* assured me she placed it in my bag. Nonetheless, upon checking my bag I noticed there was no receipt. Checked my account to confirm receipt of my refund in the amount of $64.80. Not only did she not process the refund of the initial taxes paid but she charged my account another $64.80. Im compelled to believe this was intentional based on the interactions while in the store. I contacted LV customer service numerous times regarding this incident. Ive spoken to several Reps that has indicated that its been escalated and someone from the store will contact you. Im saddened by this ordeal and disappointed that a company of this statue would conduct their business affairs as such and mistreat their customers. Please assist with bringing my concern to resolution.
Business response
04/04/2024
Dear BBB,
Thank you for your correspondence.
The client has been contacted and the case is fully resolved.
Best Regards,
Client Services

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