LANVIN South Coast Plaza

The level of customer service was absolutely amazing and the selection of Spring/Summer mixed in with current Fall pieces was beautifully done. We were here just the other night, and the woman who helped us was super warm and welcoming; she even gave us the history and meaning behind some of the pieces that we weren't aware of. One of the best stores at this mall in terms of commitment to customer attention/appreciation. Also, the store is small/cozy and beautifully done.
Nov 26th, 2019

Nov 17th, 2017

I have been wearing Lanvin for the past 40 years, so I am familiar with brand and love it! So my low score is not about the brand but more about the staff ... Whenever you are shopping for a high caliber brand you expect the same level of care and sophistication from the staff that represents the brandUnfortunately that was not the case today when my wife and I visited their store.While my wife was trying a few dresses on (I was inside the dressing room), the sales lady kept coming in without asking, even as my wife was not fully dressed, to a point that made my wife uncomfortable!I hinted to the lady that I can help my wife zipping her dress, but this lady kept trying to come in relentlessly to the point that my wife was frustrated and asked her not to come in and give her more time to try on the dress!Needless to say we decided it's better go to Beverly Hills or Niemen Marcus or shop online rather than be subjected to such unsophisticated pushy sales person that obviously does not reflect well for the brand-  5 Stars for the brand  - 0 Starts for the staff
Jul 21st, 2017

I was here this past weekend to purchase another pair of their basic flats. Boutique itself: 3.5 stars. Conveniently located in the Nordstrom wing on the 2nd floor of South Coast Plaza. Small boutique, almost felt cluttered. Was interested in a bag but it was behind a bunch of items that I didn't want to bother reaching for it. Inventory: 5 stars. I'm a fan of Lanvin. Love! Honestly, the high score is more because I love Lanvin and not so much a reflection of the boutique and customer service. Customer service: ~3 stars. There were two sales associates in the boutique at the time and no customers. They were a little slow in asking me if I needed assistance because they were conversing with each other but they did ask. I asked the one lady who was assisting me for the flats in the size I needed. She went back to check for my size and came back with a larger size than what I asked for. She said, "We had an event here yesterday so a lot of our sizes are out. Have you tried our shoes before? You might need a bigger size due to the padding." This upset me for a few reasons: 1. I did NOT like the tone she used, it seemed condescending. She may simply have been trying to educate me about Lanvin's sizing but it certain did not come across that way. Furthermore, if she was paying attention, she might have noticed I was wearing Lanvin shoes, pants, and belt (I told you I like Lanvin) and familiar with their products. However, I don't want to rate this interaction badly because it may have just been misunderstanding on my part.2. Personal reason and not really affecting the score--I'm on their list and was invited to their private event in May... if there really was an event why wasn't I invited time time around? *sad face*3. Wouldn't it have been more appropriate and productive to say, "Sorry, we only had "x" size, try it on, and if you still think "y" size fits better, I'll check the other boutiques to see if we can bring it in for you."I'm all for second chances so I'll stop by again if I'm in the area. I'm also in search for a work bag so I may stop by to take a look at the Trilogy Tote.In sum, beautiful items and worth checking out but consider an online retailer like Neiman Marcus or head to the more established boutiques in BH or NYC.
Sep 14th, 2013

I had a TERRIBLE experience at this store. So mortifying and difficult that I sent an email to complain to the Lanvin customer service email. Copying an abbreviated version of my email below to warn other customers away. ******I took my Lanvin Medium Sugar bag to the boutique at the end of December (around December 26th) because the stitching holding my strap to my bag popped off. I had purchased the bag from Nordstrom and was unaware of the warranty/service coverage policy differences between buying the bag at a boutique vs. department store. Upon arrival the sales lady took my bag and quoted me an initial estimate of about $10-$20 but mentioned that the actual cost could not be confirmed until the bag was sent over to the repair shop. Not understanding that the boutique had a different repair policy if the bag was purchased outside of the boutique, I agreed to have them take the bag in for repair. I had also assumed the product itself was covered by a product warranty/guarantee for defects. When I arrived to pick up the bag on January 27th, I was greeted by a sales associate (I did not catch her name, but she was French and from France). She went to retrieve my bag and mentioned that the total cost was actually $70. I asked why there was such a high price disparity given that the level of effort to repair the one stitching was not extensive. She went to grab the store director, Kathy Snodgrass to answer my question. Kathy Snodgrass was extremely hostile upon greeting me. Her first words were, "the bag is $70 for repair, you should have taken this bag for repair outside of this store". She made it sound like my bag would be held hostage if I did not agree to pay the price. Her body language and demeanor was NOT respectful nor courteous. Due to her attitude, I was immediately uncomfortable with asking questions or even asking for my context about the repair process. I asked if there was any way to lower the repair cost and she said she would discount the cost by $10 so that the total cost was $60. Due to her aggressive demeanor, I wanted to get out of the store immediately. So I agreed to the price. However, as the sales associate was ringing up the transaction, their credit card machine stopped working. Kathy came out of her office to try take a look at the credit card machine. After a few minutes of trying, the sales associate began to walk out of the store with my credit card! I turned around and looked at her, and she said, "I'm going to take your credit card to the gift card stand in the mall and purchase $60 in gift cards. We can apply the gift cards to the transaction at the store". I was immediately uncomfortable for a few reasons:1. She did not ask for my permission to ring up the gift cards before beginning to leave the store. Albeit, she did say I should come with her2. I do not like the idea of paying for a repair with gift cards.  In the event I needed to dispute the transaction or have some type of benefit of a credit card coverage/insurance over this transaction, a gift card would not suffice to cover that dispute! When I expressed my concerns, the sales associate immediately replied , "Gift cards are not unusual for payments. I rang up a customer using this same process last time because our credit card machine. Are you worried that you do not have money in your bank account? "THIS WAS EVEN MORE INSULTING for many reasons:1. The gift cards would have been purchased by my credit card anyway and had nothing to do with cash funds in my own bank account!2. How dare any store representative assume that their customers are unable to pay for their products? That assumption is not only detrimental for building customer relationships, but it's also telling of the quality of customer etiquette training and KNOWLEDGE OF HOW CREDIT CARDS WORKI was very firm that I would not approve any gift card purchases. Kathy walked over and said, "If you buy the gift cards, you can get out of the store faster. Isn't that what you want?" Again, her body language and demeanor was hostile. While I was very uncomfortable in this store already, and did not like being pressured and FORCED into an action that I did not feel comfortable with. I would not budge on this. I did not want my repair costs paid with gift cards! I was willing to wait however long it took for the team to repair their machine. Kathy restarted the credit card machine and tried one last time to swipe my card and called out "it says your credit card is declined". The sales associate came over to see if there was another card. I gave them another card- confused as to why the transaction would be declined).  Needless to say, the machine was eventually repaired and my repair was paid. As a last salt to my wound, the associate returned one of my credit cards and could not find the initial credit card I gave to them. It was a good thing, I checked beforehand otherwise, I do not know what those two would have done with my card!
Feb 7th, 2019