Complaint Review: Louis Vuitton @ Roosevelt Field Macy's Store - Garden City New York

Long story short - Evelyn, a SA at the Roosevelt Field Louis Vuitton store @ Macys, sold me an used $3100 bag and passed it off as brand new. When I noticed the scratches on the clasp the night I got it and tried to return it the next day at Herald Sq Macy's LV, I was told by the SA there that it was clearly a display bag and she would do a refund. 20 minutes later, the manager came out and said the bag was in unsaleable condition and could not be refunded; there was "debris" inside the bag, hair, a white paint spot on the bottom of the bag, in addition to all the scratches and dents on the hardware. I was baffled. I had the bag for maybe a couple of hours, and as soon as I noticed the scratches I put the bag inside the dustbag and decided to return it. I didn't even take the bag fully out of the dustbag!

The Herald Sq manager called the Roosevelt Field store and Evelyn and the manager there (Paige) both insisted the bag was brand new out of the stock room, never been touched. How could that be possible considering the condition it was in? But they insisted, and apparently the customer's word is worth nothing compared to the SA's word. Clearly a SA at the store accepted a return in unsaleable condition. How is it my responsibility that she accepted a bag when she should not have? And now it's passed on to me as "brand new" and I am suddenly responsible for her mistake? I felt deceived into paying for what I thought was a brand new bag. They really just don't give a rat's a** about the customer after they purchase the bag. Even a $3100 bag. If I could afford a $3100 bag and I have a purchase history at Louis Vuitton, isn't it really thoughtless of them to screw me and piss me off as a customer? Paige the manager and Derrick the Herald Sq manager seemed to want to just bully me into keeping the bag, by just flat out denying the bag was used before it got to me, and implying somehow I went wild for the couple of hrs I had it and dumped a whole boat load of garbage into the bag and scratched it up, then came back to return it. Riight.

So after telling me flat out that he can't refund me, Derrick told me I had to drive the hour back to Roosevelt Field and have them look at it. I wanted to get that SA's statement that it was clearly a display bag in unsaleable condition so I can add it to my claim that I got a display model. When I asked her again, she flat out lied and denied it. She immediately jumped and said, "I never said that. No, I never said that." Wow, a Louis Vuitton SA who lies straight to your face. I took the bag back and left. Drove to Roosevelt Field with my boyfriend, caused a huge ruckus, and was humiliated as Paige scrutinized the bag and blamed every single flaw on me. She was even showing another SA and mumbling the blame on me. She finally caved after my boyfriend started yelling, and gave me a one-time courtsey refund reluctantly, all the while still blaming me and implying that I did all of this intentionally, and told me she would write a note about this in my account. I'm probably blacklisted now, which is fine, because I'm certainly never shopping at Louis Vuitton again. Every time I look at any of my LV items now, it reminds me of this atrocious example of heinous customer service, and all I feel is extreme anger.

Ran

Forest Hills, New York

U.S.A.