Eric Khan

Review of Louis Vuitton Americas

I visited this store on December 8, 2019 with the ...

I visited this store on December 8, 2019 with the sole purpose of purchasing the Tambour Horizon smart watch. Upon entering the store I was greeted by an attendant and expressed interest in purchasing the watch. He kindly directed me to the second floor where it was located. I found it a bit odd that I wasn't introduced to a salesperson but I followed instructions and before taking a couple of steps, another attendant intervened and he then introduced to me a salesperson. The salesperson was polite and escorted me to the watch display area. I purchased a watch and the checkout process was reasonable. After a day of trying to charge the watch it was clear the the watch or charger was defective. I returned to the store today to exchange the watch. I explained my situation and was told to wait for a manager and was offered water during the wait. I was later greeted by the manager with a "new" watch to exchange. After a brief dialogue he mentioned that he had not exchanged the charger. I found it odd and requested that he exchange the charger as well because it was unclear if the watch or charger was defective. I also mentioned that I live 2 hours away and returning to the store a 3rd time would not be an option. He mentioned there is a serial number or sku on the charger and implied it was a process to exchange it. I asked if he can at least test the watch and ensure it charges properly. He agreed, went to the rear of the store and returned with the good news that the watch charges and all seems well. He also agreed to give me his business card so I can have direct access to a manager if I have any further difficulties. He was kind and courteous and I was satisfied with customer service at that point. I decided to purchase sunglasses while he updated my profile and warranty on the "new" watch. I arrived home a short while ago and unpack-aged the watch only to realize I was given a used watch. The watch does not have the protective plastic, it has signs of wear, and the settings show previous connection to wifi and a cell phone. Additionally, my bag does not contain the manager's business card. My anger has now transitioned to disappointment. My experience at this store was absolutely terrible.