To note, this is a review on the Louis Vuitton store within the Munich mall. Specifically, in…read moreregard to the female manager with short blonde hair.
I purchased a Neverfull from this location in July, 2024. By August, 2024 the straps had begun to fray and peel. I took a 3.5 hour train to return the bag in person.
Upon arrival the employees who greeted me were helpful and professional. However, the manager herself was incredibly condescending, rude, and unwelcoming. I had noted that bag had recently been purchased providing proof with the receipt and asked to either return the bag, or, for a new one to be provided as it was barely a month old.
The manager provided me a lecture on how I should be "more sustainable" and provide the "faulty bag to Louis Vuitton", give them "6-8 weeks to fix it", then they would return it to me. When I was unaccepting of this she smirked, rolled her eyes, and stated that "the world is trying to be more sustainable, you should try too" and "you can carry the bag". I responded by telling her a "€1600 bag should not be faulty and to please provide an example of how to carry the bag without the straps". She began to argue with me that the bag was okay, not faulty instead of proving a solution.
Long story short, she continued to disregard and provide negative feedback to my request and trying to argue, making myself and 2 other friends feel horribly unwelcome to the point where my friend chose to not make her intended purchase.
After about 15 minutes of back and forth the manager stated "you can learn to have a professional conversation", walked away, then came back with a new bag.
I thanked her and stated that I was sorry the conversation had to become so tense, but, I appreciated she replaced the bag. She continued to berate me on how I should have been more understanding of the situation and sustainable. As well as, she was ONLY doing this because someone in Frankfurt told her to.
I have been a loyal Louis Vuitton customer for years, after the experience I will not be continuing to purchase as their quality and customer service has horribly decreased. If Louis Vuitton cares so deeply about "sustainability" maybe they should start with their quality; handbags and managerial service.
