Louis Vuitton Topanga Plaza

As most of these reviews have stated, just the absolute worst costumer service. Went in to buy a wallet as a gift and waited for assistance for half an hour before out of frustration, I grabbed a wallet from the display and brought it a sales associate and asked to purchase it. Even as a buying costumer, the sales associate didn’t bother explaining to me the return policy or even saying anything to me other than asking for my information for the receipt. When I tried to return the wallet later, I missed the time window for a refund by a few days and while the manager was patient with me as I explained my frustration, she was useless in doing anything to help me outside of giving me a gift card that I will never use in that terrible store. I walked to Burberry right after and met the loveliest sales team and was treated with such respect. Louis Vuitton needs to improve the way it treats ALL of its customers.

I have had such a horrible experience at this LV store. I went in here on 2 separate occasions to return a gift from my little sister and each one was just more horrible than I could have ever imagined.
I first went into this store to return the gift from my sister and perhaps buy a less expensive gift for myself. I was a gifted a wallet for graduating from UC Berkeley this past May. The store associates neglected to help us find a bag or answer any of our questions. They gave us snarky responses and made all of us feel like we don’t deserve or belong in that store.
I genuinely felt weak and degraded after each experience. I thought LV would represent class and prestige, but with a horrible staff such as the one in the Topanga Canyon Mall, I would never want to promote or be associated with such a brand. The staff here has successfully tarnished the brand in my eyes through their terrible customer service and, more importantly, genuine disrespect to others.

Too bad Unilocal doesn’t have negative stars or it’d be MINUS 5 stars! This particular store has the worst sales staff. We went in to purchase a bag, waited over ½ hour and NO one bothered to assist us. When we finally did get help, we were actually the only ones who made a purchase. Pay attention LV staff — «Don’t judge a person by their outwear as their pockets may not be empty!!»
LV needs to be trained by the Prada team in BH where I can walk in with sweats, flip flops and still get service good service. I noticed that this is a recurring theme from other Unilocal reviews. SHAME on LV’s corporate for just letting this continue where even not only the staff but the manager of the store are biased and prejudiced!

Worst Louis Vuitton Store Location!!! Never again! They just lost a sale and ruin the reputation of the brand.
If I can give a zero star I would.
After this experience, we went to the Louis Vuitton at Glendale Galeria and had the best customer service that anyone deserve. I highly recommend the Glendale Galeria location, they are very accomodating and welcoming.
I will never ever step my foot in this place!!! Not worth even just to visit.

My experience at the Westfield Topanga Canyon Louis Vuitton store was the most horrible experience I have ever had at any store. The wife and I purchased a couple of purses there a year ago and decided to go back there and purchase a few more purses for her.
But as soon as we entered the store no one greeted us and for the last 30 minutes walking around no one even came up to my wife and asked her if we needed any assistance. There was a couple that came in after us and they were greeted and was told they will be with them shortly.
The manager even looked at her and didn’t even say anything to my wife. The way things are ran in this store is a direct reflection of its leader (manager) piss poor customer service!!!
I didn’t know that in order to catch a sales persons attention that you would have to be dressed like you have a lot of money. That’s what we have noticed our entire time we were in that store. God forbid that I wore something comfortable (Nike shorts, t-​shirt, Nike shoes) on a Saturday instead if the regular suits I wear during the week to the office.
Don’t go here! Go somewhere else with your money or to another Louis Vuitton store what will appreciate you as a customer.
To the sales people at this location… GET A CLUE!!!

I have been in this store no less than 5 times and they ignored me each time! I sent an email to corporate and they were so apologetic and said the store manager would call me. Nothing! Finally went into NM (which is right next door) and bought a Chanel bag. Yes, 4 times as much but leaving the LV rudeness for respect and amazing customer service and a bag I LOVE made worth it. I’m going to buy a LV tote for everyday summer use, but I’ll order it online. This store and their management is the worst!

This is the first time I have purchased an LV bag from this particular store since it is much closer to where I live. One of the sales associates, Erin Brickner, is the best SA I have ever come in contact with in any LV store. She is knowledgable, attentive, respectful, and does her best to please her clients to their satisfaction. I have had two issues with my neverfull GM and both times she hasn’t disappointed me. If I ever need anything, she’s just one phone call away. If you’re looking for an easy and pleasant shopping experience at this location, ask for Erin because she goes above and beyond to make sure you are completely satisfied with your purchase. I will be going back to her for other purchases in the future!

I went into the store today to make an exchange and I was blown away by the attentiveness of a specific sales associate. Her name is Kim Bui. She was attentive, poised and extremely helpful. She offered great insight, gave me advice on how to care for my bag and was an overall pleasant person. I walked out of there with a smile and impressed on the quality of service. The store deserves 5 stars just for the sole fact that they have staff members like her. To all the negative reviewers out there, I highly recommend going back when Kim is working.

Stopped by the store earlier today to get my crooked glasses fixed. After going back and forth over 4 times, sun glasses remained defected (even balanced it in flat surface where one side was clearly higher than the other) the store manager Kim Bui told me that’s the nature of the material of the glasses, there’s nothing she can do. LOL. What a joke. I’ve been a customer of theirs for years and the one time I have an issue they can’t come through for me, screw this place and their horrible employees! No sense of customer service. I’m shocked and disgusted. Yuck.

BUYER BEWARE OF THIS STORE! If I could give a zero or minus one, I would. I have purchased many LV products in the past. I was always greeted with positive experience. On trip to France recently, I purchased a bag and unsure of the color. The representative in France told me that I could exchange the item in the US with no problem if I had provided my receipt and was within the 14 day timeframe.
When I came the the store the salesperson began the transaction but instead of an even exchange for the same bag but different color, she gave me a store credit and then asked me to pay an additional $ 250 in taxes. I said no thank you and she go the manager. The manager then tells me she cant give my bag back and that I have store credit for $ 2500 and I can purchase another item if I want. I was appalled and so was my husband.
We both said either do an even exchange or give my item back. She repeatedly told me no and its against there policy. Then she told me I could even have my receipt back. I told her she was stealing from us. She also said she could void the transaction either, There policy as stated on the website is this
«Merchandise may be exchanged or returned for a store credit within one (1) month of the original purchase date, or may be returned for a full refund (except personalized items, watches and jewelry, and PayPal purchases) within fourteen (14) days of the original purchase date when accompanied by the original sales receipt. PayPal purchases may be exchanged or returned for store credit within one (1) month of the original purchase date, or may be returned exclusively to our online store for a full refund within fourteen (14) days of the original purchase date when accompanied by the original sales receipt. All merchandise returned for exchange, store credit or refund must be in perfect saleable condition.»
Instead of processing an exchange, I was given a return for an item pretax and then told I would have to pay taxes to use this credit. So in other words, I was to pay taxes twice. This experience has left me with such a bad taste in my mouth. I have contact client services about this and maybe they can regain my trust but at the moment all I have to say is shame on you Louis Vuitton Topanga Canyon!

Karla Perez «store manager» is the rudest representative for LV EVER. My friend went in to the store today to exchange a purse and wallet given as a present by her husband. Instead, this miserable, disrespectful, condescending and immature creature rolled her eyes and refused to give her service and went as far as to stick her hand in my friends face to dismiss her after telling her she wouldn’t give her money back despite that she had the receipt, everything was in original boxes and bags.
Instead she lied and said she had to call IT, and that there is no general store manager (that she is in charge). My friends husband had to call the store and started driving down from GLENDALE because she was refusing service and hid in the back room.
Long story short, my friend got her money back and did not pick up anything new because she (and now I) refuse to never buy from this LV location again.

I just love MING! I went back to the store on 3÷13÷2016 30 minutes before closing with my hubby & again GREAT customer service. I walked in & was greeted right away & again I wasn’t dressed to impress. I asked for MING & while she was taking care of another customer someone walked over to us & asked if we needed help. MING again was awesome. I can’t wait to go back :)

The manager of this store has no comprehension or understanding of customer service or client satisfaction. After shopping Loius for 15 years and having nothing but the highest regard for their products, I will never enter their store again nor will I ever purchase their products again.

If I could give zero stars I would. This place is a complete joke. I don’t have to dress or look like I’m a huge spender to receive customer service. It took them long enough to greet me, to top it off, these people act like they owe their customers. I hate to say this but, without people who don’t buy the brand, they wouldn’t have a job.
The guy who works there needs to stop acting like he owns the place. I had an exchange once and he didn’t want to help me. The moment he found out that I was exchanging it for something that cost more, he helped me immediately. I was so so disgusted.
I decided to go back today because I wanted to give it a chance and the same thing happened. They looked at me as if I was from another planet. The lady there did not want to help. The 2 associates were wayyyyy too busy rearranging the bags they couldn’t help. I finally ASKED for help. This associate was making it difficult and very uncomfortable for me. I decided to leave. I will NEVER step foot in this disgusting place. It’s not worth getting my feet dirty.

I’ve bought my 2^nd Louis Vuitton from this store. I love My new LV bag. The woman who helped me was very nice!!! I bought Totally PM Damier one!!! I get soooo many compliments!

I came in to return a Christmas gift, I was a little skeptical thinking the associates would think I was crazy for wanting to exchange such a nice bag, but I must say «Ming» was amazingly nice, she helped me pick a style that was just perfect. I kept apologizing for being so picky but she kept telling me not to worry and would bring me out another style. After she kind of had an idea of what I was looking for she picked out exactly what I wanted. The exchange process was easy and I was very happy with the end result:)

Really disappointed in the customer service and overall ambience of the store, I would never refer anyone to purchase from this store.

These girls made my year! I went there new year eve after work at 5:15 thinking they were still open since the Topanga mall closed at 6 but they closed earlier at 5. The door was locked and I was told they were closed but I was still let in since I told them I knew exactly what I wanted. ErinB was me SA and she was just great! Even though they were closed she showed me the bag with a different color and helped me decide. Thank you to the woman that let me in the store, I didn’t catch her name and to Erin! Side note, I purchased the monogram Neverfull MM with the cherry interior and it’s gorgeous!!!

Service is severely lacking here. Not only are they understaffed but they also lack the spirit and essence of a luxury boutique. The few times that I’ve visited this location, my wife and I have heard smirky comments to eye rolls. Much yet, they can’t deliver on deadlines for items needing repairs. I’m not talking a few days, but over a week without a simple courtesy call. I assume people shop there merely for convenience in the Valley otherwise I’m sure that they’d go elsewhere. LVMH Regional Manager, you should read the postings and train your staff properly.

This store was amazing and so helpful when we arrived. It was close to them closing but we were not rushed at all. Happy wife happy life ;)

Fire Julie!!! Worst customer service ever. I purchased a bag less than two months ago at this location. It’s not my every day bag and it’s been boxed since purchase. I just noticed a DEFECT on the strap of the purse and took it into the store to EXCHANGE the strap ONLY. The manager, Julie, refused to assist me in the exchange and said it has been approx 45 days since the purchase. Since when does a company not take responsibility of their faults? The strap has a DEFECT in the red dye running but I’m paying for their mistake? Shame on you for treating your customers this way. I pay thousands of dollars to be treated like garbage? Walking out of this location makes you feel like I’m begging Louis Vuitton to please take my money for poor quality made bags and terrible customer service. They act like they’re doing you a favor when you give them your business.

This location is convenient, I don’t have to drive all the way to rodeo drive.
I’ve never had any problems making a purchase here. The staff is friendly nice, always ask us if we want water making sure we are ok. They apologies if they don’t have an item in stock, willing to go beyond to find it elsewhere and have it shipped to us.

Just left Louis Vuitton at the Topanga Mall, worst customer service I’ve experienced in a long time. Make that ZERO customer service. I walked around for several minutes and the only person who greeted me was the bored looking security guy (they weren’t busy at all). I was prepared to spend a lot money on one of their products and I couldn’t get someone to even acknowledge me much less offer service. Wow! Maybe they need to look at the Nordstrom or Apple model on how to value the customer.

The customer service is just terrible sadly :(
Please be more accommodating to customers and treat them better!

This branch sucks especially one of the managers, if she is one.
I brought in one of my vintage luggage which I bought from Rodeo branch 20 years ago when that branch was still a small place. Anyways, I had to carry the luggage all the way from the parking lot because the handle broke the strap to pull it was long gone. The said so manager refused to take in my luggage because she couldn’t find the name of the luggage and even told me to take it to Rodeo store. What did she mean? My 25 years business is no good to her? They only keep the record of purchase and repair back to 2004. But thats not my false. It is the product of their store they should be responsible and support their own product unless she thinks that it’s not authentic just because she’s never seen it.
I don’t know if I should continue being their customer since their work now getting too cheap in quality because I just bought in a brand new shoulder strap for repair and when I sent back to my sister who lives in Thailand and the little loop torn again plus hiring cheap labor like that girl to take care of their valuable customers.
This store is overall bad bad bad bad bad.

Great selection for guys. Always treated with respect when I shop here. Keep it up guys!

Came here to have an item authenticated.
For some weird reason they had to say «This isn’t ours. This isn’t a Louis Vuitton product. It’s not ours, so we don’t know. It’s not ours». OH and «it’s not ours».
Turns out it wasn’t real but couldn’t you just say sorry the item isn’t authentic?!! I guess they were too snooty to say that. Yes, did walk out with peace of mind but felt a little frustrated at how the ladies were sitting at their invisible high horse.
I guess the remaining stars go to the security who does a great job hawking down peasants because who wants to be booooothered when shopping for a Louis Vuitton eh? Needless to say the $ 4k item we bought here several months later makes a great status symbol. It wasn’t even leather. it was a fabric monogram LV.
Will I be back? Maybe. Hahaha. I might go to Neiman Marcus instead though.

Let’s rewind a bit…
Since when do the employees owe us a favor? All I was trying to do is purchase shoes. If we are paying loyal customers, I do expect to be treated as a regular human being. Their heinous behavior was egregious. Literally made me feel uncomfortable and drive to the store on rodeo. I don’t know who hired some of these employees never the less, Your not MB, please don’t push your clients away.

LV usually gets horrible reviews due to horrible customer service from their sales representatives. I needed a new wallet and I was in the area so I decided to go check out some wallets.
I am not sure if they hired new staff or re-​trained the old ones but I was actually greeted by a very nice young gentleman by the name of Jose Rivera. He right away assisted me with all my needs and helped me find the perfect wallet. I ended up getting the black patent Louise wallet which I am in love with. He was very patient with me despite my indecisiveness.
Honestly Jose deserves 10 stars, I have been to many LV stores and this one had the nicest staff.
***** Satisfied Customer :)

Came here on a busy Sunday to look at a scarf with my mom the other day and it was such a TERRIBLE experience. They were quite busy, and only had 3 – 4 sales associates available to help customers. I asked the security guy if there were any other associates available to assist us. He said that there were no other associates so we would just have to wait. We waited for about 30 min until someone finally came up to help us. She was also extremely impatient and kept asking if we wanted the item or not. My mom added that she doesn’t like to buy the display item and asked if there was a way to order one from a warehouse. The associate rolled her eyes and said, «ma’am, no there is no replenishing. This is an expensive item that is limited so no one has any in store. We waited two months for this item.» She didn’t even check the computer system and I was suspect of this statement and called other stores nearby who said they had plenty in stock. I told my mom that there were other stores with the same item and we quickly left. Thank goodness we didn’t buy from her. I think that the biggest issue is that LV associates do not receive commission, so they have no incentive to be nice to their customers. Such a shame. Would’ve only given one star, but it was a busy long weekend, so I didn’t dock off the second star.

Dear sales associate, pls dont treat your customers like beggars cuz without them you wont get sh*t (excuse my language).
Its bad enough that we wont get any acknowledgement and you still look down on us, shame on you!
Louis vuitton inside neiman marcus is closed down so better drive to rodeo drive and spend your hard earned money people.
#ArrogantAlertOnJose
#EvenSecurityIsSnotty

People open your eyes and the box that they bring from the back nicely wrapped. You won’t find the same item for which you just paid couple thousand dollars. It happened to me couple of times already.
At first it was a wallet that I purchased in black color. After leaving the store I opened the box and found white powder on it. Took it back right that minute and asked them what is it.
Once I bought a clutch that had a scratch covered with a sticker. They never took it back like it’s been used.
And scarves or shawls have lint on it. They tried to sell it to me and thank God I didn’t buy. I went to check out NM store and it was new over there .
My hubby bought flip flips for me and of course he didn’t look inside of the box. So when I took it back to return bc it’s too large on me, I found out that they actually have sold us a used pair of flip flops. The manager told me that they’ve been worn.
They didn’t take it back.
I didn’t wear it, just tried it on to see if it fits right. And I didn’t even look at the bottom of the shoe. But it actually had some spots on the back like a birthmark. I know that I didn’t wear them but of course I can not prove anything to anyone.
Customer service is really bad during purchase and return. That location is just bad. I worked at Tiffany and we were allowed to wear their jewelry. I think maybe all designer stores are like that. They probably allowed to wear items too.
It seems to me that that particular store sells used handbags, worn shoes and defective accessories. Just please look inside of the box in front of the sales rep and investigate the item that you just bought. You paid too much for it and at the end when you’ll find a defect you won’t be able to return it.

I don’t know what it is with the low rating but, I walked in to the store a little upset. See, I bought a Montaigne GM during my recent trip to San Francisco and the rivet (hardware by the handle of the bag) fell off!
First off, I don’t know what had happened right there but for a bag that costs well over 2 grand? That rivet should probably stay intact until the day I die! So I brought it over to the store in Topanga hoping that they would let me exchange the bag for the same exact one since it hadn’t been more than 14 days since I purchased the bag.
I walked in and one of the associates were helping a client. They were about to close and I guess all the other associates had gone home or were in the back? I don’t know. Ten minutes later, Marine approached me and asked me what she could help me with. I told her what the issue was and then she called over Vanessa, their repair specialist.
I was told by Vanessa that they could send it out for repair since I had already used the bag so I responded «uhm, I don’t think so. I only used the bag for less than 2 hours. Purchased it 10 days ago, spent over $ 2,500 and you’re telling me that I can’t get it exchanged when in fact, that rivet falling was not my fault?»… I think Vanessa saw that I was pretty upset and that her proposal of sending my bag out for repair didn’t sound too logical after I spelled out the issue for her so she immediately said, I understand and that she would consult with the repair manager to see what they could do. I had to knock one star off since they couldn’t come up with an immediate response — totally understandable but, quite inconvenient for me.
The next day, Vanessa left a message on my voicemail saying they could exchange it for equal or greater value. I was so relieved to hear the news and went to the store on a Saturday. Vanessa, unfortunately wasn’t there for me to thank and probably give a huge hug to but, Marine was there and she gave me amazing customer service.
Both Vanessa and Marine went above and beyond for me and definitely turned the entire experience around. For those who think that LV bags may have defects, trust me, they rarely do! It’s probably a 1 out of 10 chance that yours would have a defect. I have LV products and my newest purchase was the only one that had a rivet fall out. LV bags/​belts/​wallets are quality products therefore, they have a higher price tag as well.
Enough of that but, the next time I decide to purchase anything Louis Vuitton, rest be assured, I’m going to the Topanga location and asking for Marine or Vanessa to help me!

I am giving them 4 stars because they were extremely patient with my purchase. I was first here with my brother to buy a present for our mom’s 45^th birthday. Our budget at the time was $ 1,500. We ended up getting her the Ebene Neverfull as she is a teacher and she can stuff a bunch of stuff in there. lol
Mom did not love the Neverfull and decided she wanted the Monogram Speedy 30, the same exact bag that I have… «Mom, the Speedy is not a ‘mom’ bag. You need something big, like that one…»
And ‘that one’ was more than twice as much as the Speedy but I figured my mom deserved it. After going back and forth with the Speedy and the ‘other one’, we left the store with the Artsy MM. I don’t remember the name of the girl that helped us the second time but she was Petite with Brown hair, tied in a ponytail. She was very patient and sweet, and I really appreciated that!