I purchased a Louis Vuitton Stresa PM Handbag in December at the Roseville Galleria store in California, USA.in June - 18 months later - the spring latch fell off of the bag and the stitching was coming a loose on the leather straps. I promptly took the bag in for repair. After two months of waiting, I never received a call from the store giving me any status on my bag. On August 27, I called the store to get an update. A woman named Sharon, stating she was the store manager, said they had just received the bag and that they had replaced the latch but did not re-stitch the bag because of "the wear" on the bag. I asked her explain what that meant. She stated that maybe what I was carrying in the bag was too heavy and that the repair center had determined that the bag could not be re-stitched. I said to her that it was my understanding that Louis Vuitton has always been company that stands by their products and I have had bags that have cost 1/10 of the price that I paid for this bag and they are not showing any signs of failing. Sharon apologized and stated that once the repair center had made the decision there was nothing that she could do. I asked her if Louis Vuitton would replace the bag. Sharon stated that it was over 30 days since the purchase of the bag and it could not be replaced.infuriated, I asked her to give me the number to the corporate office. She gave me a number to the Customer Relations department which gave me the same run around and simply stated that she would “document my complaint.”
I went on line to file a complaint with the Better Business Bureau. To my horor, Louis Vuitton Rosville and San Francisco have be rated an "F" and stated that the had never responded to previous complaints made.
Needless to say, even though I have made numerous complaits, no one has contacted me from Louis Vuitton.
It is inconceivable to me that I could buy a Louis Vuitton product, products that are known to last for generations, and be told by their representatives that it is irreparable and irreplaceable only 18 months after purchase. I am simply appalled at the lack of recourse that was offered to me and do not believe that this is the standard that Louis Vuitton has stood by for over 150 years.
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