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  1. #1
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    Default Trevi PM Question

    I have a question about the Trevi PM and want to share an experience I had today at the Houston Galleria LV Store.

    First, some quick background. My girlfriend is the one who is into handbags, purses, etc not me. I bought the Trevi PM for her during our trip to NYC back in March 2008. She fell in love with the bag and I searched high and low for it when it was released. I finally ran into one at the LV Store inside Bloomingdale's in Manhattan. It was not her first LV, but it is her favorite. All of her LVs are her prized possessions and she meticulously takes care of each and every one of them. She noticed something that she thought was strange on her Trevi PM, but didn't think enough of it to ask. On the shoulder strap, the two sliding pieces are fastened differently. One is stitched, and the other has some sort of brass rectangle holding it together. I took some pictures since I am not sure I am describing them correctly.

    I just want to reiterate at this point that it came like this from the store. She has never ever EVER done anything to alter her bags in any way, shape, or form. She has always thought this was strange but didn't know if it was normal or not. So we get to today.

    I let her know that I am heading to the LV Store in the Houston Galleria to reward her with the Tivoli PM that she has had her eye on for a while. She is ecstatic. She asks me to take her Trevi PM down to the store to ask about that shoulder strap.

    I have never purchased anything at this location even though I live in Houston. I had a bad service experience there one time and walked out on the purchase. I have bought bags at the LV Stores in Austin, San Antonio, etc and have always had excellent experiences. In fact, for her second LV bag, I surprised her with one that I picked out at the Austin Saks Fifth Avenue store. She didn't like it, so I went back that same day and tried again. They exchanged it for another one of my choice. I ran home and she said she didn't like that one either. I dragged her to the store and they exchanged it for a second time that same day for one that she picked out. A+ service in my book.

    Anyway, back to today, I walk into the store carrying the Trevi PM inside its original dust bag and box. It's a pretty big box. I stand there for about 15 minutes before someone even acknowledges me.

    A little bit about myself first. I am a 28 year old average guy. I am not into hipster stuff, fashion, expensive clothes, etc. I would much rather spend $1500 on a nice pistol than a hand bag. Today I was wearing a black Texas Longhorns cap, a black Ninja Turtles tshirt, some shorts, and some tennis shoes.

    Sales people walk past me several times. The store was not busy at all. I'm just standing there holding that big box patiently waiting for someone to help me. Finally the greeter asks me if I have been helped. I said no. She said she would get someone to help me. She gets this young, light skinned hispanic guy WHO HAS WALKED PAST ME A COUPLE TIMES WITHOUT SAYING A WORD to service me. I am being overly descriptive about this person because I will be copying and pasting this post in an email to LV corporate and that particular store. He's short, looked to be about 25, and has an attitude problem as large as the gut that was hanging over his belt. I never did catch his name.

    Anyway, I tell him that I need two things. I need to get a Tivoli PM and I need to get the Trevi PM checked out. He walks me over to the Monogram counter and takes the bag out of the box. It is still sitting in the dust bag. He pulls a Tivoli out of a drawer and puts it next to the Trevi. He is not pleasant. He does not smile. One of his fellow employees ask him what's going on and he says in the most begrudging voice possible, "I'm doing this exchange."

    I am beyond annoyed at this point, but I politely say, "I'm not doing an exchange. I am buying that (pointing to the Tivoli) and I need you to look at that (pointing to the Trevi)." I start explaining my girlfriend's concern about the shoulder strap to him. While I am doing this, some other guy takes the Tivoli and takes it to the register. They did not give it to me so that I could examine it. I am still talking to my gem of a salesperson. I ask him if it was normal that the two were different. He says no. I ask him which one is the correct one then. He tells me that they are both supposed to be stitched. On my bag, one was stitched and one was stapled (wtf?!?). I tell him I bought this bag when it first came out three years ago could the design have changed since then? He answered in the rudest most condescending tone possible, "I was here three years ago and it has never been like that." I ask him how this is possible that it came brand new from a store like this. He said LV has never done anything like this. WE CAN FIX IT FOR YOU AT YOUR EXPENSE.

    Ok, rewind a bit. The main reason why I walked into that store was to BUY A BAG. Not just any bag, one that costs $1130+tax. I am the perfect customer. You don't have to sell me. You don't have to convince me. I will not make you pull out ten different bags to fondle, take up thirty minutes of your time, and then walk out. I tell you exactly what I want, and then I go pay for it. I am as simple as it gets. This guy has already automatically bagged a sale (pun intended). On this particular occasion, I brought in a $1600+ bag that I had a simple question about. Obviously I am no bullshit window shopper.

    Back to the story, I was pretty upset by now. I tell him again - the bag came like this so how can you expect me to pay out of pocket to "fix" it. I didn't do anything to it. He tells me that taking the bag to a unauthorized repair shop would make me liable for the cost. What the f---? This bag is in impeccable shape. There are no rips, scratches, stains, etc. And who in their right mind would take their prized Louis to an "unauthorized repair shop?" Him even mentioning something like that is preposterous. I tell him it has never been to any repair shop. He calls his manager over.

    His manager asks me the typical questions. Where did you buy it? When? Do you have the receipt? I tell her its three years old I no longer have the receipt. She is quickly able to find the sale in their system, however. Trevi PM, purchased March 2008, matching name, address, and phone number. The sales guy says LV has never done a staple like that. It would be fixed at my expense. The manager agrees. I ask how much just to know. She tells me $35 Thirty five f---ing dollars???? Are you serious? The manager has seen all the bags that I have bought. She confirmed that this Trevi PM is legitimate. She knows I have another thousand dollar bag waiting at the register, and yet her and her idiot sales guy are both standing there basically calling me a liar for denying that we did anything to the bag AND she's nickel and diming me for $35 measly dollars? Of course its not about the money it's about the principle. I'm in the store BUYING STUFF, you're the moron who has been working in a mall for the past three years of your life.

    I was fed up at this point, but the whole time, I kept my cool and was completely polite. I tell them that I will discuss it with my girlfriend, and proceed to pay for her new bag and leave. It's not worth it to argue with a bunch of idiots. I will escalate this up to corporate and the top management of that location. If my girlfriend wasn't looking forward to me coming home with that Tivoli PM, fat chance they would have had at getting a dime out of me.

    Anyway, just wanted to vent and share. Can you guys with Trevi's check your straps and let me know how yours is?
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  2. #2
    Vintage Lover lilstrlett's Avatar
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    Default Re: Trevi PM Question

    Is there another LV in there area that you can go to? I know it would be a pain to go back to Austin or even to San Antonio, but they seem like very rude people to be dealing with, and it might be worth the trip to go to another store. I wouldn't pay for the repair because it's not something that should have happened in the first place on the strap, BUT, for $35 you could just have it fixed and be done with it. Sometimes you have to pick your battles, and fixing the handle on a LV bag doesn't seem like it's a battle I would pick. Yes, it sucks, but what else can you do?
    Mrs. Lawson
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  3. #3
    Moderator and Blogger boysRsmelly's Avatar
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    Default Re: Trevi PM Question

    I guess if I was a sales associate there, I would question why someone would wait 3 years to complain about something. If something is wrong, it should be brought back to the store immediately. A lot can happen in 3 years and you wouldn't believe some of the stories people make up (believe me, I know). However, this is not an excuse to be rude to a customer. They could have handled the situation a little better. If it were me, I would just try taking it to a different store.

  4. #4
    Bag Admirer Sparklemiss's Avatar
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    Default Re: Trevi PM Question

    ITA! Definitely go to a different store. Make sure you say you never noticed it before and never compared it to another bag but now it's loose or whatever.....
    Currently on a self-imposed bag ban.

  5. #5
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    Default Re: Trevi PM Question

    Quote Originally Posted by boysRsmelly View Post
    I guess if I was a sales associate there, I would question why someone would wait 3 years to complain about something. If something is wrong, it should be brought back to the store immediately. A lot can happen in 3 years and you wouldn't believe some of the stories people make up (believe me, I know). However, this is not an excuse to be rude to a customer. They could have handled the situation a little better. If it were me, I would just try taking it to a different store.
    I understand where you are coming from. i'm sure a lot of people make up all kinds of stories to avoid taking responsibilities for whatever they've done. and yes, the bag is three years old. i agree that any dissatisfaction should have been brought up before it left the store.

    here's the thing. she has never purchased a bag from LV, and jewelry from Tiffany, etc. She always looks at that stuff online because she genuinely loves it. She is the most humble person you could ever meet. She doesn't show anything off. She is too intimidated to walk into those places. I am the one who ultimately makes the purchase.

    I wouldn't know where to begin to look for flaws, inconsistencies, etc. I just pay the money and walk out with the bag. Case in point, the Tivoli PM that I purchased last week had a flaw on the canvas. I had no idea. She was really disappointed when I told her what happened with her Trevi so she thoroughly inspected the Tivoli and I went back to the store the next day and got a replacement.

    I bought the Trevi on the last day of our trip to NYC. We had to be at the airport early in the afternoon, so I woke up early and took a cab to Bloomingdale's. I had looked all over NYC for this bag (Macy's, Sak's, LV 5th Av, etc) and no one had it. Bloomingdale's had one so I bought it right away and hurried back to the hotel to wake her up to catch the plane. She would not hold the bag all the way until we got home because she couldn't accept such an expensive bag. It literally took her MONTHS to warm up to it and use it.

    To get to the point, she noticed the inconsistency right away but didn't know if it was a flaw or not. None of her friends had the bag so she had nothing to compare it to. It wasn't until last week when I told her I am going to the LV store to get that Tivoli she wanted that she asked me to take the bag to LV and ask them about it. I am not the kind of person who likes to hang out in malls. I am not rich. I don't go to the LV store just to check out what they have. I haven't been inside of one for three years.

    I went there to buy a f***ing bag not to complain about this one. for all I know, its how its supposed to be. That jackass was already guaranteed commission from my visit. obviously that's not the point, but it should be a consideration. I'm not complaining about $35. I paid over $1600 for that thing, $35 is nothing compared to that. For f***'s sake I had over $1200 waiting at the cashier.

    And to make another point. How many of you would take your Trevi's to an "unathorized repair shop"... I didn't think so. How many of you would staple your strap together yourselves if the stitching started coming apart? OF COURSE NOT. Who in their right mind would do that? Yet here they are calling me a liar saying I was responsible for that $35. If we had broken the strap ourselves, OF COURSE i would pay LV to fix it. Even if it was a $200 repair I would pay it because it was a $1600 bag ($2000 now).

    I cannot for the life of me understand why these things cost so damn much. $1600 dollars for a purse. That's insane. However, the way I see it, when I pay that $1600, I an paying for her happiness and satisfaction - not a bag. How would you girls feel if your prized possession had a major flaw and the store was telling you its your fault when you've babied the s*** out of it. Even if it was $10 I would refuse to pay it. The only reason why I bought that Tivoli that day was because I knew she was going to be very very disappointed about her Trevi and how the store responded.

    I have written LV and am still waiting for their resolution. I'm hoping they come to the right conclusion. I have no idea how that staple got there, but I know I bought it that way. I didn't do it. All I am asking them to do is to replace that tiny little piece and stitch it correctly. No freebies. No discounts. Just that. I have linked them to this forum and others and will post their response when I get it.

    sorry for the long post. here's a picture of her new bag and my new toy. she loves it, but it doesn't make up for her trevi. they were both ~1300. i guess value is in the eye of the beholder. if it makes her happy, its worth every penny. looking forward to spending more time on here and learning to appreciate these handbags. thanks for the help.
    Last edited by minh; March 27th, 2011 at 05:18 PM.

  6. #6
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    Default Re: Trevi PM Question

    Quote Originally Posted by Sparklemiss View Post
    ITA! Definitely go to a different store. Make sure you say you never noticed it before and never compared it to another bag but now it's loose or whatever.....
    I appreciate the response. I told them the truth. She did notice it before, never had a bag to compare it to so she didn't know if it was supposed to be like that, now you're telling me its not right, it came like that, please fix it.

  7. #7
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    Default Re: Trevi PM Question

    Quote Originally Posted by lilstrlett View Post
    Is there another LV in there area that you can go to? I know it would be a pain to go back to Austin or even to San Antonio, but they seem like very rude people to be dealing with, and it might be worth the trip to go to another store. I wouldn't pay for the repair because it's not something that should have happened in the first place on the strap, BUT, for $35 you could just have it fixed and be done with it. Sometimes you have to pick your battles, and fixing the handle on a LV bag doesn't seem like it's a battle I would pick. Yes, it sucks, but what else can you do?
    I agree. If it wasn't for their attitude, that's what I would have done and never told her about it. But, because of their tone and actions, I can't bring myself to do it. I am waiting for LV corporate to get back to me, but if I have no other option, I will take it to Austin and have it fixed and make a weekend out of it. Fat chance on LV ever getting another dollar from me though.

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