Louis Vuitton Refuses Devoted Customer’s Attempt to Return Brand New $4,000 Watch


SAN LEANDRO, Calif. (KGO) — To its dedicated customers, Louis Vuitton represents luxury and excellence. However, one experience with a merchandise return tested one customer’s loyalty.

Brad Troutman holds two Louis Vuitton iPhone cases.

These are just a few of his many purchases from the luxury brand.

“I’ve always been a designer, even as a young teenager. You know, buying designer clothes that my parents wouldn’t buy for me,” Troutman said.

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He’s been around the world for products and indulged at least once a year with his favorite designer.

Troutman used his bonus money to spend over $4,000 on a Louis Vuitton watch with a watch band.

He knew right away that he had made a mistake.

“So the watch was too heavy for my wrist. I have very small wrists, as you can see,” he said.

Troutman arranged on day six of Louis Vuitton’s 30-day return policy to return both items.

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“But there’s something wrong with the strap of the watch. It’s stainless steel and it looks like it has scratches on it. I’m like, ‘really?'” Troutman said.

Troutman described the scratches as something you needed a magnifying glass to see. He suspects the seller may have scratched it when he used a screwdriver to remove a few links.

“I wasn’t happy. I had a really long relationship with Louis Vuitton. I bought more stuff than I’d like to admit,” Troutman said.

The best Louis Vuitton would do was give it store credit. He refused to accept the offer.

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“And then it’s funny. I watch Channel 7 all the time. You know what, let me reach out to Michael Finney,” he said.

A Louis Vuitton manager promptly called him after 7 On Your Side contacted the store.

Troutman received an apology and a full refund.

“I really appreciate you helping me. I was really out of breath,” Troutman said.

Louis Vuitton had no comment on this story.

Check out more stories and videos from Michael Finney and 7 On Your Side.

Do you have a question for Michael and the 7 On Your Side team? Fill out the form HERE!
The 7OYS Consumer Helpline is a free mediation service for consumers in the San Francisco Bay Area. We help individuals with substance-related problems; we cannot act on business-to-business cases or cases involving family law, criminal cases, landlord and tenant disputes, labor issues, or medical issues. Please see our FAQs here. As part of our support process, it is necessary for us to contact the company/agency you are writing about. If you do not want us to contact them, please let us know immediately, as this will affect our ability to work on your case. Due to the high volume of emails we receive, please allow 3-5 business days for a response.

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