A woman sent her prized possession—a vintage Louis Vuitton bag—to the brand for repairs and was ecstatic about what she received back. However, her experience may have been a one-off. Or part of a Louis Vuitton “rebranding” moment, if commenters are to be believed. Her video, while showing a stark appreciation for the designer label, was shadowed by other folks’ not-so-great experiences with the high-end brand.
Why did she send in her Louis Vuitton bag?
In a viral TikTok, user Lady Coel (@ladycoel) films herself unboxing the package she received from Louis Vuitton. She explains how she sent in her vintage Nano Speedy, a small leather purse from the brand. It retails upwards of $1,000 new. Coel shares how she only paid $50 for the repair, which was the zipper pull tab made out of leather.
“If you have a Louis of any kind and it needs some help, it needs some repair work, don’t give it to a cobbler,” she urges. “Don’t do it.”
Did Coel have a negative experience with a cobbler? Not necessarily, but her warning references Louis Vuitton’s alleged amazing service for repairs. “Louis will stand by their product, even if you got it secondhand,” she says.
In the clip, she excitedly unboxes her bag–a secondhand one that was out for repairs for 6 weeks–that still received the iconic orange-interior Louis Vuitton box, complete with a dust bag.
Coel was ecstatic about her bag and even loved the personal note the company wrote her. She shows the letter of the repair agreement the company gave her if she ever needed to send it in again. According to Coel, if anyone other than Louis Vuitton touches the bag, it “invalidates the warranty.”
For the rest of the clip, Coel gushes about her ‘92 bag. She explains how you can book the repair on the app and schedule a Zoom call with their team.
Viewers cannot relate
Several of Coel’s viewers expressed their surprise at her stellar experience with Louis’ customer service. For many, the way Coel’s team handled her bag came as a complete shock.
“$50 ??!- it cost me $1100 to repair my personal bag at Louis Vuitton,” one user wrote. Another shared their two cents: “Disagree. They do not stand by their products. Take to a trusted cobbler.” Coel liked this comment.
Similarly, one echoed, “LV is full of sh–, I’ve had my speedy 30 repaired by LV and it cost me $1281. They don’t stand by their warranty without charging the customer, and my issue was a broken handle and they told me I had to change out all the leather.”
One user accused Louis Vuitton of attempting a “rebrand.” They wrote, “This has got to be Louis Vuitton trying to rebrand because anyone that has dealt with Louis Vuitton knows they are NOTORIOUSLY bad at replacing things and not standing behind their products.”
This made Coel realize that perhaps she had a unique experience. She replied to that commenter, “Yeah, I think you may be right based on what I’m reading in all the comments here.”
@ladycoel Where are my Louis Vuitton peeps?! I just got my vintage speedy nano back from LV for repairs. It only cost $50! Please ALWAYS go to LV first for any repair work, they are good and you get a box and dusty too! And while a cobbler or other leather worker might be able to help, LV will never touch your bag afterward since it invalidates their lifetime warranty. Here’s how my little baby speedy turned out! #unboxing #louisvuitton #louisvuittonbag #louisvuittonlover ♬ original sound – Lady Coel
What are Louis Vuitton’s repair services?
According to its website, LV claims that while it doesn’t provide a warranty on its leather goods, “complimentary repair or alternate resolutions may be offered.”
It continues that all of its stores offer repairs, and that its Client Advisors can give customers advice on how to proceed with repairs. The Mary Sue has reached out to LVMH to ask about the brand’s repair and warranty services. We have also reached out to Coel via email.
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