Louis Vuitton

I bought a black LV twist bag $5900 from Sydney store on Monday 15/11/2021. I wore it twice with extra care and only within 3-4 hours time frame each time. After the second time, I saw the metal LV logo twist open/close hardware was scratched. I was so disappointed that it was scratched easily as I believed in the quality of the product should be at a higher standard than that for the price I paid. I took it back to the store and wanted a refund or exchange. The sale representative advised me that it can not be refunded or exchanged so I spoke to a manager. The manager explained it was under wear and tear and if metal comes in contact will have scratches. I was totally not convinced with the fact that LV uses bad quality metal and it get scratches only after second use? The manager offered free assessment and repair for my bag. They kept my bag and I am waiting to hear from them. I went home with a greater disappointment and dissatisfied with the quality of the bag for the price I paid plus the service that the LV team offered. The sale representative should have advised me on the metal that if it comes in contact it can get scratches for the product then I wouldn't have brought it and bought another product for same price. I have always stuck to monogram but this time I wanted to try a different design and it is a sad choice. I believed in the quality of LV products and have been purchasing a number of products over the years. My money spent on LV products increased each time and I expect the products should meet its standard. I want a refund and I want this resolved asap. Thank you.
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Hi There, This is Xyna, I purchased one pochette metis and yesterday when I open the dust bag and tried to wear it, I found both-side flap are cracking again. It's abustoulty disappointed, I really love lv because it's repestaent the craftsmanship. And it's cracking again, so I went to louis vuitton sydney maison store to try to find a solution. But it feel so bad and so wrong after checking with the store manager who carry the overbearing manner told me: ‘the soloution is go back home and put this pochette metis bag into house bin! And the canvas cracking according to her reference is normal wear and tear, can not do anything about this bag at all. My bag only use less than 10 times from purchasing day, and it's always in it's own dust bag when I store it. This is not the right attitude to serve customer, and as a store manager represent lv, but suggest lv's bag should put in rubbish bin? It's out of all reason.
I'm not satisfied with this kind of ‘service' and as the sydney masion store is one of your flagship shore, should bring a five star service to match the position. Because I cannot find any help at sydney maison store, so when I change to the rocks store, staff there help me to check whether they can send my bag to fix, but from my point, fix is not the best solution, as this flap cracking may happen again. Could you plz help me to check with the rock store and as it's not my fault to let the flap crack, it's just quality defect, a design flaws. As a high-end fashion brand, you should improve your design all the time to hold your reputation.