I would drive out of my way to avoid this location. I would never put up with such rudeness from the sales help.
If I could give them 0 stars I would.My boss purchased a LV roller carry on bag a few years ago. About a year after she purchased it, the handle snapped off and it was repaired for free as they deemed it a manufacturing defect. She travels constantly, and it took about 8 weeks to repair which was incredibly inconvenient but she dealt with it since they were fixing what was obviously a manufacturing defect. About 4 months ago the zipper on the bag pulled apart out of nowhere. Frustrated, since she spent thousands on this bag and LV prides itself on the "quality" of their merchandise, she called customer service to see how she would get it fixed. It was brought it to the Oakbrook location and we dealt with Marco- the operations specialist at the store. He was very rude but eventually we got the bag sent out to be fixed. Their policy is that they have to first determine if it is a manufacturing defect or just wear and tear- after they did this they said they would contact us and let us know which it was. If it was deemed wear and tear they were going to charge her $700. Well no one ever called to let us know and we had to call the store on several occasions to figure out where the bag was. Finally, the store let us know the bag was back and we could come pick it up. We came to get it and was told we were being charged $700 for wear and tear over something that was obviously a manufacturing defect. They gave us no choice since they never contacted us, and we had to pay or they wouldn't let us take the bag home.After calling the corporate office and complaining, they told us that they would credit my boss $200 since LV did not follow the correct procedures, but we had to go back to Oakbrook to get my credit. We went to get it and was told by the store manager that we had to deal with Marco and he wasn't in. On two other occasions we came in to see Marco- we called ahead of time on both occasions, but by the time we got there we were told he had a "emergency" and had to leave right before we showed up and the other time we were told he wasn't in today. Finally after weeks of my inconvenience driving back and forth out of my way, we went to the store when he was there. He told me he was "going on his break" and would be back in 20 minutes, so we waited. He came back from break, saw me, and proceeded to make a phone call and help other guests. When he finally came up to me he told me that he has a new manager and needed to get approval from him, even though we had approval from customer service and approval from his old manager. He told me he would need to make some calls and we would have to come back in at a later time to get my credit. He won't accept my card over the phone, he is requiring me to make yet ANOTHER trip out there to obtain the credit they promised me weeks ago. For a company that prides itself on it's luxury bags, the quality seems to be quite poor. This stores location has the worst customer service I have ever seen in a store. My boss owns 20 retail stores in the area and could never imagine treating a customer like this. We will NEVER purchase something from this location again.
While this store is higher end merchandise, it is slightly lower priced than coach. You cannot duplicate the "welcome to our home" attitude of clerks and the actual store. You feel like you are stepping into someone's front room or dining room. It's small and cozy. Again, the salespeople do everything to help you and make you feel at home, from a bottle of water on a hot day, to "Why not sit for a minute and relax". If you tell them you want to look on your own, they leave you alone.