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but of their quality might be bad nowadays their customer service might be even worse [Music] hi and very welcome my name is Mary this is my channel Lumi level up and I'm a luxury lover on an average income trying to be more mindful with my money which I feel like it might get easier and easier because other places where I loved to shop they seem to go downhills like crazy so that I do not even want to shop with them anymore but that might be a topic for another day and another video today I want to have a little chitchat with you and tell you about my recent experience with the Louis Vuitton customer service and I picked this bag for the thumbnail and the intro because it's always nice to have something to grab and interact with and I think the Speedy is very iconic Louis Vuitton but this is not the matter of my issue the matter of my issue is my Lagoon colored Nano Speedy in the on point leather which unfortunately is not with me anymore or because I sent back that bag if you are a returning viewer you might know all the ups and downs I had with the bag and all the quality issues I discovered if you don't know about that yet I definitely will link that video for you and you can check it out and come back to watch this video so where to start it's not that this is the end of the world it's not that it was terribly terribly extraordinary outrageous crazy but still for a luxury brand I would expect somewhat of better customer service you can let me know in the comments what you think if I might be overreacting yet again or if you would expect somewhat more yourself as well so I ordered that beautiful Lagoon colored Speedy on the 27th of April and that was a Friday then that was the weekend and at the beginning of May there is a holiday in Germany so that I only received my bag on the 3rd of May I filmed the unboxing I put the bag on a shelf and waited a little bit because I wanted to make up my mind and Louis Vuitton has a 30-day return policy so I wasn't in a hurry with returning that bag because if they offer 30 days of return 30 days of return should be fine and as long as you are within these 30 days there should be an issue right well I took my time to decide if I want to keep the bag with all the issues and flaws it has as well to make up my mind if I just want to return it or if I might want to exchange it for another one it was no decision that I just wanted to quickly make I really wanted to think it through and do what is right for me and not decide something and then maybe regret it if I ordered a second one and then came to the realization actually I don't want it I'm fine I'm kinda over Louis Vuitton so yeah I took my time and didn't think anything bad about it and last Saturday I finally called Louis Vuitton to arrange the return and the pickup of that package I'm not sure if it is like this in all the countries but here in Germany you can file the return online as well but then you have to drop off the package at a shipping point and if you call the customer service you can ask for a pickup at your home which I think is very convenient and which was what I wanted to do so I called them and everything started out fine we had set up the date for the pickup we had set the time and I thought well maybe give them a little heads up that the reason why I'm returning this bag is that it has quite some quality issues so that they know when they get the bag back and that they maybe not sell it on to the next person so I very friendly said that I'm not entirely sure if this is the right person to address this but I'm returning the bag because I was quite disappointed in the quality and that it has several flaws and I'm not entirely sure anymore I don't remember if the lady on the phone then asked me what kind of floss or if I told her myself but I actually told her the floor so that there is a somewhat wonky zipper that doesn't run very smooth that the handles are crooked and asymmetrical and that there is a dent on one corner of the bag in Valera and I don't know if she overheard floor number one and number two but she immediately jumped onto the dent and was like a dent why didn't you report these issues right away when you got that back what I should have said is well your company offers 30 days of return policy so I didn't feel a need to report immediately and your policy does not even require a reason for return Within These 30 days so why should I immediately jump onto reporting to you that the 1500 bag I bought from you has flaws but I was caught quite by surprise by her reaction so that I just said I don't know and then she went on checking her data I guess and she was like well you already ordered that bag at the end of April pause when did you get it and the way she said that it was else if she would subliminally suggest that I might have worn the bag and therefore it has flaws now and yet again I was completely caught by surprise because I didn't expect that yes I can imagine that Louis Vuitton might have quite some trouble with people wearing their items and sending it back especially since the pieces and the bags come without a tag attached so it actually is possible but when I report on the phone that there is a quality issue and I can name three things that are wrong with the bag and the first thing that comes to her mind is oh maybe that customer wore the bag and that's why she flawed it and now wants to return it I think that's kinda rude and outrageous well if it came to her mind and she thought that to herself that's one thing but to speak that out loud to a client on the phone I didn't know what to say then she asked if I took pictures of the floors and I was like yes I did and she asked me to please send these pictures by mail to them now I was like okay I can do that I'm not worried at all because these are obviously manufacturing faults and it's obvious to see that this did not happen by use if this is what you're trying to say and she was just like yeah please please send the pictures and I was like okay I will do that after the call where should I send them she gave me the email address and she said that I please should note her in the mail as well so that she gets the pictures and yeah confirmed yet again when the package will be picked up and that they will reach out to me if they have any further questions and I feel kinda safe to share this with you now because today I got the confirmation mail that my return was accepted and that they will process the refund but that was an automatical email that is not even in in connection to the mail I sent to them with the pictures and the listing of the quality issues I did not even get any kind of response to that email looking back what's kinda yeah let's let him call it shocking to me there was no oh we are sorry you are unhappy with the quality of our products if there are flaws and the client tells you so shouldn't you be somewhat apologetic and understanding instead of judging and making the client feel as if he or she did something wrong I don't know and when I sent them the email with the flaws and the pictures I did not get in response until now and it's nearly a week now and I'm quite sure now that the return is processed they won't answer me at all so no oh we are sorry for all these quality issues there as well and I know it's nothing to get a headache about but I just don't think it's a good thing that I had to take these 15 minutes out of my day to sit down and write them a mail to list all the flaws a bag they have sent to me you obviously without checking the quality and then not even get a response but that seems to be a common thing because whenever I reach out to that customer service I don't hear anything back for weeks and I have to get in contact by phone again to hear anything I have a bag at repair at Louis Vuitton for over six months now my Vivo PM I have to do an update on that as well because who I should have gotten that back back at the 30th of January initially and now we have the end of May and I didn't hear anything from Louis Vuitton for weeks and months again so yeah you might notice that I'm quite frustrated and I just don't think that a luxury house like Louis Vuitton should treat their clients like that I don't think that I'm anything anyhow better than anyone else just because I'm shopping at Louis Vuitton not at all I think all customers and clients at each and every company should be treated well but especially if you have a luxury price point yourself staff should know how to talk to your clients and not make them feel like I don't know as if they did something wrong when it's not me who did something wrong I didn't wear that bag I unboxed it I took some pictures for my YouTube video I had it sitting on a shelf I was making up my mind and then I put it back into a box and send it back to Louis Vuitton and that's it I didn't wear it and all the Vlogs are obviously not wear and tear so I just wanted to talk that of my chest it's nothing serious it's just yet another little puzzle piece of Louis Vuitton not doing their best job at least in my opinion I wanted to put it out there if you ever made bad experiences with Louis Vuitton's customer service share it with us down in the comments because it always feels somewhat better to know if you are not alone with your issues do you think it's okay for the customer support to react in such a way because they probably have a lot of returns that might have been used and there just comes a point when you just don't want to deal with it anymore or do you think at any occasion customer service always should stay professional and polite and make the customer feel good especially if it seems to be about quality issues and not wear and tear and ah well oh yeah just I don't know the rambly kind of video yet again thank you so much for watching hope to see you next time and bye hi and what was that hi why can't I wave and it was if as if she would suggesting that and it was as if she's super I did not get even get a response I did not give him to watch next here I will link the entire playlist of my thoughts on the Lagoon Nano speedy and how it then all went downhills with quality issues and here you find [Music]