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I ordered a pair of Louis Vuitton trainers on 20/07, which turned out to be too big. During the 30 day return window I was working abroad (I am UK based) so was unable to physically go into a store and return the trainers myself. To mitigate this, I rang customer services for advice and was told that I would be able to go to any Louis Vuitton store on my return to the UK and exchange the trainers for the right size.
After arriving back in the UK at the end of August, I rang customer services at the beginning of September to re-validate the information that had previously been provided. The information provided on this call led me to visit the Louis Vuitton store in White City on 11/09 (c. 1 hour journey from where I live) where I was informed that an exchange for a product purchased online was not possible. I rang customer services again on 13/09 to tell them that the information they had previously provided me was incorrect and asked how I could exchange the trainers to get the right size. During this call, I was told that I could go to any Central London store to do this.
Given my previous experience, I rang customer services again on 16/09 to triple check this information and was told that this was not possible and that I would need to return the trainers and get a refund before going into a store and purchasing the correct size. I then returned the trainers on 16/09.
On 22/09, I was informed by customer services that despite the trainers being unworn, they had not been accepted for return "as the lining of the LV Trainer Sneaker was discolored" and would be sent back to me. I asked what date the trainers would be returned to me and was informed that it was not possible to share this information. The trainers were eventually returned to me on 02/11
Upon receiving the trainers it is clear that the lining of the trainers is not discoloured (i have attached pictures FYI). I believe that the company have done this as their sales have declined rapidly in recent months. so have made up an excuse.
Claimed loss: £935
Desired outcome: Initially i wanted an exchange for a pair of trainers that were the right size. However, due to the poor levels of customer service received i would rather not shop at a company who treats customer in this way. so would now rather a refund
