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February 2024 by Jeremy Z.
This rating is not directed at the service of the store staff; it simply expresses my disappointment with the way the client care/repair department handled my inquiry. I have an LV canvas bag that, after about three uses, developed severe bending and warping at two corners of the front cover. Then I put the bag in my closet and have not been used it for a long time. When we inquired at the store, the staff warmly assisted us, took photos, and reported the issue to the repair department. The staff mentioned they have encountered similar issues with this bag and similarly designed bags from other customers. A week later, I received an email from the client care/repair department and scheduled a call with the advisor the next day. The only option provided to me was to self-pay over five hundred dollars for repairs, with no alternative solutions. I was also told that this repair will take longer than usual since it's a special case. When asked about how I stored my bag, I mentioned it was kept in a dust bag and the original box. I was informed that I should not have stored it in the box because it may lead to leather drying and bending. However, my bag was only put in the dust bag and box after the problem occurred, and the current issue is not causally related to its subsequent storage. I was never informed or warned that storing the canvas bag in the box was inappropriate. I checked LV website after the call and it does not say the canvas product cannot store in a box. As I have owned this bag for a while, if I can't get the complimentary repair or exchange the bag, I can accept that. What I cannot accept is the attitude after the issue arose and their attempt to shift the responsibility for the quality problem onto me.
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February 2024 by Samuel Chow
TLDR, my SA, Evelyn, took care of me from the very beginning when I first met her and ensured that my experience was the absolute best, despite me not having any purchase history with the store or brand.I came into the store looking for a particular item, and Evelyn immediately helped me and knew everything about it. She gave me some great insights for me to consider before making my purchase. Even though I told her that I was going to sleep on it, she empathized with my decision and told me that I can contact her anytime if I had any other questions, which I greatly took advantage of. She's very responsive with my questions, which is the key reason why I made my recent LV purchase. I cannot stress my gratitude on her attention to creating customer retention.
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January 2024 by ziad el chaar
The worst customer service ever from Managers to employees this is not the first time I’m dealing with a problem with this store
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January 2024 by C J
Went there for exchange cuz the size I ordered online was too big. BIG MISTAKE! The sales who helped me was not friendly at all. It’s like I was bothering him to get another size for me. Maybe bcuz I dressed sweat pant and a hoodie without any jewelry on? So shallow. Hey, I bet I make more $$ than you ?
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December 2023 by Connie L.
The worst customer service! I bought a men's wallet, and it cracked. I exchanged it, and it cracked again. The 2nd time, they refused to admit it was a defect and told me the issue was on me for putting too many cards per slot. Don't shop at this LV store. The staff was insulting when you had a problem, But only lovely if you were buying their merchandise.
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November 2023 by Maryclair T.
My husband and I were celebrating last night, and stopped in. Within a few minutes, my choice of a handbag was being wrapped by Vivian, our pleasant and friendly Client Advisor. Thank you to the whole staff, that was truly amazing! The ease of the purchase was refreshing. (PS. The Manager was very engaging and knowledgeable too. TY!)
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November 2023 by Paul Jorge Dizon
Not the most friendly and accomodating branch. Staff acting entitled. No one will try to ask what you need. Steer clear from this location
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November 2023 by Tiffany S.
The service here is A1. I arrived 10 minutes before they were supposed to close with a return and they assisted me as if they had an hour or two remaining. I purchased a pair of shoes online and needed to return them. The process was seamless. Everyone was so nice and accommodating. Thank you for that experience.
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September 2023 by OfficialG Tui
First things first, their place is like stepping into a world of luxury. Immaculate doesn't even begin to describe it. It's like a fashion paradise in there! The service? Let me tell ya, there is one lady who is top-notch! The staff is friendly, welcoming, and they know their stuff. I didn't feel rushed or pressured, which is a big plus for me. Everything is in excellent condition. You can tell they take great care of their merchandise.But here's the kicker. They actually host events for their VIP customers! It would be great to experience it because it's not just about selling stuff; it's about creating an experience. Louis Vuitton: N'oublie pas de nous faire part de vos expériences exceptionnels à vos évènements. Vous savez comment nous trouver sur Google maps.
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September 2023 by Alexandria Daria
Although this location gets really busy on the weekends, I had a pleasant first time experience. All of the Sales Associates were preoccupied with other clients, but one of the employees walking around with an iPad or tablet made sure I was going to get assistance as soon as possible. I waited for less than 10 minutes and Robbie helped me get my Graceful MM with the Damier Ebene material, which was about $2000+ including tax. My interaction with him was brief and I appreciated that because I was in a hurry to go grab dinner with my new bag!
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September 2023 by Josh
Nice and spacious boutique shop
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April 2023 by Fang Wang
The shop worth 0 star. My wallet smells bad, the manager didn't think it has any defect because he never see the problem before. Maybe it's my credit card's fault.
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January 2023 by Kalani Pe'a
I bought my amazing glasses used for prescription and more. Love the service. Love the atmosphere! Love visiting Palo Alto!!! Love LV!
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January 2023 by Jasmine Wu
Rude customer service, take your business elsewhere. Will let you stand around with no associate to help serve you / try on bags. Condescending store
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November 2022 by roxiecpa
Staff spoke condescending to us. Specifically the woman checking in shoppers at the door and the salesman who helped us initially. Go to San Francisco store, big difference in customer service.
