Louis Vuitton Bravern

My wife and I buy a lot of Louis Vuitton items in this store, and after today that will never ever happen again. We purchased a pair of men's loafers a few weeks ago and had them shipped to the house as they had to order that size (9.5).

The shoes arrived in two days and didn't fit, then I noticed they sent the wrong size, and we received a 9.0. we were told the Manager had in fact ordered a 9.0 instead of a 9.5. We requested a refund and were refused and offered store credit. We had to order another pair in the right size.

A week later we've not received the order and at $1,033 we're concerned. My wife called this store and they would give her no information regarding a tracking number and were very rude to her. We will never spend another dime in this store.

This is in response to the complaint [redacted] [redacted] brought in Sunglasses to return I personally greeted her and was the person she is referring to in her complaint I am the Store Manager and have been for years I opened the box to look at the condition of the glasses, as is customary for every return, at every store, everywhere in the world, as our return policy that is printed at the bottom of every receipt states “All merchandise returned for exchange, store credit or refund must be in perfect saleable condition.” The glasses were not in perfect saleable condition because the lenses were covered in spots of some kind of sticky residue and they had clearly been worn I showed these spots to [redacted] and explained to her that I could not return in this condition, but that I would clean them to see if they could be returnable She said “okay.” I took them to the backroom where we have our cleaning solution and sunglasses cleaning cloth, which are both approved methods for cleaning glasses and are used in Louis Vuitton stores all over the world The minutes she states is not true It was 7-at max The glasses were covered in smudges, residue and these spots mentioned above After cleaning, you could see an abrasion on the lens I brought these out to [redacted] to tell her that I could not return the glasses, even though I was able to clean off the residue she brought them in with, due to the scratch, which I pointed out to her She stated that she was within the day policy and I should give her a refund She also stated that she should be able to wear the glasses to decide if she liked them or not within the days I told her that that was not the case and that they must not be worn and be in perfect condition, which these were clearly not I apologized for disappointing her, gave her my name and my card She states that I took them in the back room to examine them, which is not true I examined them in front of her and pointed out the issues stated above with the glasses, before and after cleaning them I did not damage the product As I said above, I have been a store manager for Louis Vuitton for years I am a Sunglasses expert I know how to properly care for sunglasses, as we sell thousands of pairs a year She also states that she feels like she was profiled being that she was from a different race I am not sure what race [redacted] is She looked Asian At Louis Vuitton, we are from all over the world, as well, our customers are from all over the world People are people to us And the majority of our customers are Asian in our store I am curious as to why she felt that she was treated differently because of her race We could not return the glasses for the reasons stated above and the outcome would have been the same for any other customer, of any other outward appearing raceShe states that “the glasses were brand new but since she took it to the back room how do I know she did not damage the product I am trying to return?” The glasses were not brand new, which I pointed out to her before cleaning them, as a courtesy to her, to try and get them to perfect condition so that I could return them for her One other thing to note [redacted] had two other people with her that were witness to everything I have stated and heard exactly what I said One was a man approximately her age, and another was younger There was also another Louis Vuitton Manager at the counter helping another customer, that witnessed the engagement between [redacted] and I For the reasons already stated, Louis Vuitton will not return and refund the Sunglasses You have my contact information below Please feel free to contact me regarding this [redacted] also has my contact information and I am happy to discuss and explain further, why we are not able to return Her situation is not unique We get many returns daily and it is common practice for our clients to return merchandise purchased In her case, and in other cases, we do not return when the product has been clearly used She admitted to doing so, in front of those that accompanied her and my colleague Many Thanks, Nikki F [redacted] | Seattle Bravern Store Manager | NE 8th Street Suite 140, Bellevue, WA | Phone +425-453-| Mobile +206-504-| [redacted] @louisvuitton.com

This is in response to the complaint [redacted]   [redacted] brought in Sunglasses to return.  I personally greeted her and was the person she is referring to in her complaint.  I am the Store Manager and have been for 9 years.  I opened the box to look at the condition of the...

glasses, as is customary for every return, at every store, everywhere in the world, as our return policy that is printed at the bottom of every receipt states “All merchandise returned for exchange, store credit or refund must be in perfect saleable condition.”  The glasses were not in perfect saleable condition because the lenses were covered in spots of some kind of sticky residue and they had clearly been worn.  I showed these spots to [redacted] and explained to her that I could not return in this condition, but that I would clean them to see if they could be returnable.  She said “okay.” I took them to the backroom where we have our cleaning solution and sunglasses cleaning cloth, which are both approved methods for cleaning glasses and are used in Louis Vuitton stores all over the world.  The 20 minutes she states is not true.  It was 7-10 at max.  The glasses were covered in smudges, residue and these spots mentioned above.  After cleaning, you could see an abrasion on the lens.  I brought these out to [redacted] to tell her that I could not return the glasses, even though I was able to clean off the residue she brought them in with, due to the scratch, which I pointed out to her.  She stated that she was within the 14 day policy and I should give her a refund.  She also stated that she should be able to wear the glasses to decide if she liked them or not within the 14 days.  I told her that that was not the case and that they must not be worn and be in perfect condition, which these were clearly not.  I apologized for disappointing her, gave her my name and my card.   She states that I took them in the back room to examine them, which is not true.  I examined them in front of her and pointed out the issues stated above with the glasses, before and after cleaning them.  I did not damage the product.  As I said above, I have been a store manager for Louis Vuitton for 9 years.  I am a Sunglasses expert.  I know how to properly care for sunglasses, as we sell thousands of pairs a year.  She also states that she feels like she was profiled being that she was from a different race.  I am not sure what race [redacted] is.  She looked Asian.  At Louis Vuitton, we are from all over the world, as well, our customers are from all over the world.  People are people to us.  And the majority of our customers are Asian in our store.  I am curious as to why she felt that she was treated differently because of her race.  We could not return the glasses for the reasons stated above and the outcome would have been the same for any other customer, of any other outward appearing race. She states that “the glasses were brand new but since she took it to the back room how do I know she did not damage the product I am trying to return?”  The glasses were not brand new, which I pointed out to her before cleaning them, as a courtesy to her, to try and get them to perfect condition so that I could return them for her.  One other thing to note.  [redacted] had two other people with her that were witness to everything I have stated and heard exactly what I said.  One was a man approximately her age, and another was younger.  There was also another Louis Vuitton Manager at the counter helping another customer, that witnessed the engagement between [redacted] and I.   For the reasons already stated, Louis Vuitton will not return and refund the Sunglasses.  You have my contact information below.  Please feel free to contact me regarding this.  [redacted] also has my contact information and I am happy to discuss and explain further, why we are not able to return.  Her situation is not unique.  We get many returns daily and it is common practice for our clients to return merchandise purchased.  In her case, and in other cases, we do not return when the product has been clearly used.  She admitted to doing so, in front of those that accompanied her and my colleague.   Many Thanks,   Nikki F[redacted] | Seattle Bravern Store Manager | 11111 NE 8th Street Suite 140, Bellevue, WA 98004 | Phone +1 425-453-6700 | Mobile +1 206-504-6824 | [redacted]@louisvuitton.com