On April 16, multiple domestic media outlets reported that Ms. Mei claimed she purchased an LV bag from a brick-and-mortar store for over 24,000 CNY. However, just five hours after bringing it home, a rivet on the bag fell off. When she contacted the store, she was told that she could not return the item, only exchange it in-store.
LV customer service responded, stating that the company's policy allows for exchanges of products sold offline if they are in a new, unused condition. For any issues, customers should contact the store for after-sales service, while products purchased online are eligible for returns.
A lawyer noted that the high price of luxury goods reflects not only the intrinsic value of the product but also includes brand premium and advanced customer service.
If a product does not meet the basic functional standards it should, mere brand influence cannot sustain customer loyalty. If a brand focuses solely on profits while neglecting product quality and consumer experience, its path will inevitably narrow.
No matter how long a luxury brand's history is, if its product quality is unreliable, consumers will not hesitate to abandon it. Consumers are becoming more rational and mature, demanding the respect they deserve. For brands that disregard consumer interests, the market will show no mercy.
