I recently experienced appalling service from Louis Vuitton in Copley Place on not one but two occasions. Given that no item in the store sells for less than $200, I expected at least ""good"" to ""exceptional"" service from this retailer.
On the noted two occasions I attempted to exchange a handbag costing $1000.
On the first attempt, even though the sales associates were aware of my purpose in being there, it took a surprisingly long time for any one of them to help me with my transaction. One of the associates who did help me spoke broken English and was difficult to understand. Additionally, she seemed less than interested in assisting me in choosing a replacement item. Frustrated by the experience and thinking it was an anomaly, I left and decided come back another time.
I returned to the store two weeks later and this time was helped by a young, enthusiastic sales associate who did a terrific job assisting me. She also refunded me a small $13 difference in cash. However, just as I was gathering my things to leave the store, the manager approached me to ask for the cash back. She explained that she could only put the difference back on a gift card because otherwise the store's accounting system would register the $13 as a loss. I was shocked that the store manager would demand that I return $13 (already in my wallet) after I had spent $1000 with her brand. She was intent on enforcing a return policy that encourages customers to apply even the tiniest difference toward another purchase - knowing full well their least expensive items cost upwards of $175 - or else cede the credit to L.V.
To be sure, this will be my first and last Louis Vuitton experience. I am one customer who is not coming back.