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I bgt an Amazona bag from Loewe boutique from Takashimaya. Used only a couple of times and put it in the dust bag. Recently when I wanted to use it, I noticed that the fabric co our has faded. Brought the bag back to Loewe boutique to check and they said they will send my bag to Spain for assessment. After 4 months, the staff called me to say that my bag is beyond repair and they are not going to do anything about it. I asked for an assessment report from Loewe to show what is wrong with my bag but the supervisor, Jane said they cannot give me the assessment letter because it is P&C. I challenged her on the logic since the assessment was on my bag and they are letting me as owner of the bag have the report. So no issue on P&C. The supervisor was not able to give a convincing answer and kept repeating the same reasons. As a last resort, I asked to see her superior whom she said was not available or too busy to speak with me. When I asked for her superior's name and email address, Jane was only willing to give me a surname for her superior and a generic customer service email address for me to write in to complain. Throughout the whole saga, Jane of Takashimaya Loewe boutique was not sincere in addressing my concerns. I am appalled by the qualityof products and service attitude of customer service staff at Loewe! Shame on you Loewe!
The complaint has been investigated and resolved to the customer’s satisfaction.
I have also have a complaint with my Loewe bag having only had my bag for 1 year and occasional use it is wearing on two corners almost bald frayed leather. When I contacted customer services in Spain they admitted that the bag is made of calf leather which is very soft and the 'friction' with wear will cause this to happen! The bag cost €1, 500 and when my husband bought this for me I was looking forward to enjoying many years of use with the bag. It now looks looks tatty and not the expensive bag I bought. Also I now see that Loewe no longer stock this model of bag. Extremely disappointed with this company's attitude and hope other customers will be aware and look what they are buying.
I would like to share a bad experience I had recently with Loewe products, their customer service, as well as their credit note policy. I bought a wallet less than a year ago, and within that period, the item was sent back to Spain for repairs for the same defect twice. After the last repair, the store assistant advised that to prevent the same problem from happening, they will issue me a credit note, to purchase another wallet from the store. When I went down to the store to purchase items, the store person then changed her statement and told me that the exchange is based on a 1-1 wallet (with particular emphasis on the word "wallet") exchange, and not a dollar to dollar value exchange.
When pressed further for what she meant, and if I could purchase a bag, she said I could purchase anything I want, and top up the extra value, but I could only be entitled to one item. Already there is a flaw in her statement when she kept insisting that it is a 1-1 wallet exchange because she said I was entitled to goods other than wallets, how then is that a definition of a credit note? I then asked to speak with someone who is in higher authority, and her reply was that she was the highest in the store, and I could only speak to her. I then pushed her for a contact to email someone in the office, and after relating the story to a Joyance Teo, nothing was done to answer any of my queries. She just parrot-ed the same thing that Jane in the store said, and avoided my questions altogether. She was just stringing me along with her replies, and refused to answer my direct statement. She reiterated that they are giving me a credit note, but when asked if that meant I could pick up 2 items, she just replied that it was a credit note of $x.
First of all, the attitude of the service staff in the boutique is unacceptable, firstly she tells me it's a credit note, and when I went down to the store, insist that it is a 1-1 WALLET exchange, only to allow me to purchase any other goods other than a wallet, but it can only be a single item. What kind of a definition of a credit note is this? Secondly, I am not even getting a 1-1 wallet exchange because they just repaired my wallet, without changing the clasp, and they are asking me to accept that. It is not a new wallet, and should the bar come out a third time, I will be expected to pay for servicing.
I managed to contact the marketing manager who also replied with a very rude email, and told me that I am allowed to walk away with only one item (with emphasis in bold on the word one). I think this kind of service is unacceptable especially for a renowned brand like this, I have received even better service from hawker centre stalls. I believe any consumer out there understands that the term credit note refers to the entitlement to purchase items up to the maximum credit stated on the credit note, and not a 1-1 item to item exchange. I just want to share with readers that this is the supposed company policy of Loewe, so please be very careful when purchasing anything from them. They will not allow you to walk away from their stores with more than one item. I am bringing this further to their main office, but as of now, this is the current status, and they are obviously just pushing the consumer to accept defective goods, without so much as a proper explanation or proper handling. Each person just says a different thing at different times to try to push me away.
Bad service and quality indeed.
My aunt bought a Loewe bag from London on Jan 2013. The first day she used it. She found out that there is something wrong with the bag. She couldn't close the bag. She went to the Loewe shop and then they took pictures of the broken bag. They said they will send the pictures to Spain. (not the bag) and told us to wait for the reply. (How long do we have to wait?)
So we tried to contact the Loewe main office in Spain but we did not really receive any satisfying solution, yet.
We're complaining about customer service...
Loewe's customer service is absolutely horrendous! I was also served by Jane from Takashimaya who told me there was nobody higher than her, and if I wanted to, I could only speak to her. I am just wondering if anything got done about your issue, did you go any higher?