crappy experience ordering from louisvuitton.com
Bewere ordering something from louisvuitton.com. If something does wrong with the order (e.g UPS never delivers it), they are unresponsive to emails/phone calls. They promise they’ll escalate it and callback right away but you’ll never hear back from them. In the end, I had to initiate a credit card chargeback to get my money back in a timely manner. I expected better service from a supposed premium/luxury goods vendor. It seems more like sears.ca than a premium vendor.
So I want to get a nice gift for my wife for this xmas and she’s been looking for “The One Do it All Purse”. Her current tote/purse has served her well for 10 years and we found the perfect one at LV that could serve her well for another 10 years. My wife has been looking for a replacement for years now and this one actually fit her ideal form factor and color scheme. It is expensive as all LV stuff is, but I decided to buy it for her for xmas which is at least 4 times more pricey than any purse she owned before. Price is $1600+HST which is the fully landed price in CAD$.
Ordered it a week before Black Friday. Express 3 day shipping is free. Item ships out Tuesday before BF from New Jersey USA, and after two days it is at Concord, Ontario “Customs Clearance, handed it to broker” tracking status at UPS.
It doesn’t change state after that. We called CS and they said you’ll have to wait longer until it clears customs. We called twice that week to see if they can find out what’s going on since they state 3 day turnaround for delivery in their FAQ. They said there’s nothing they can do, it’s in UPS’ hands.
The following week, I email them using online web form. No response after two days. I then jump onto the online chat on lv.com and expressed our dissatisfaction with the lack of response. CSR1 says I’ll open a priority ticket and she’d get back to us personally the next day. Two days later, nothing. I jump into the online chat and ask CSR2 to ask the first rep to get back to us as promised. Days later, nothing.
Now we’re losing patience, I write a long email expressing our dissatisfaction about how late it is, and whether we’ll have it for xmas. I ask if you can reissue the purse from a Canadian source and recall the first one. No response after two days.
I write another email complaining about no response from my last email. Finally get an email back within an hour and offers us the option to get a refund. She calls us on the phone too. What about the previous email? “Oh we never got an email from you” We confirm to them that we want a refund and you can go ahead and recall the item from UPS. She said, expect the refund in up to 7 days. Check my credit card after 8 days and no refund in sight
We call them on the phone again, she says she’ll get somebody from order management to get back to us. Nothing after 3 days.
It’s now 29 days after the original ETA for delivery. I have no choice to open a chargeback ticket because the usual period is 30 days for chargebacks. Now I notice that UPS’s tracking status says “unable to locate package, investigating”.
Credit card chargeback process is initiated and I should get my money back. LV can dispute the chargeback at their own discretion, but as far as I’m concerned, they can deal with the credit card company from now on and maybe they’ll take it more seriously.
- The lack of customer service here was pretty amazing, they seem very disorganized and none of the CSRs seem to want to reply to the emails. They sound nice on the phone and keep promising things to you. I’m sure they would reply quickly if you’re asking which overpriced accessory will go well with their other overpriced accessories, and be excellent at helping you empty your wallet.
- Would it have killed them to call back ONE time after they promised a callback? Maybe they are too busy emptying the wallets of other potential customers. What if I had a problem with the product itself? Would they ignore my emails then? The lack of responsiveness makes me wonder if they know how to treat their customer after the sale.
- There are LV stores in Canada and they could have easily got us the purse before xmas by shipping out from an existing store. That was not offered as an option (there are no LV stores in Ottawa)
- Louise Vuitton is a pretty crappy company, I’ve gotten way better service from Gap or any number of regular online stores where they actually call you back when you ask them to.