Loewe Black Friday October 2022

Fun to browse, easy to navigate/purchase

UPDATED:Customer Service from headquarter reached out to me and apologized personally. Refund was immediately executed. They promise on improving on the logistics side. I really appreciate their attentiveness to my complaints.~~~~~~~~~~~~~~~~~~~~~~~~After reading the previous reviews, I realized I wasn't the only unlucky one who had the same issue with their Loewe x Totoro collection. I also 'won' the early access to the collection and was able to successfully complete an online order on Jan 7. They charged my credit card right away and provided no additional information until a week later, blaming the Madrid snowstorm. Ok fine, reason good enough. I patiently waited for another week and finally emailed customer service because I see from social medias that lots of people have already received their long-waited items. Loewe assured me to expedite the shipment. No news for another week, I contacted them again. They say they are still checking. Finally, today, they informed me they have to cancel my order. Why was there no updates all this time? Why couldn't they check whether they could even fulfill the order before charging the card (like LV would do). Have they told me the item was out of stock, I would have purchase the other options from the collection. But now it is too late. Was the item really out of stock 15 minutes after the PRE-LAUNCH time? I don't think I can trust this 'luxury' company with this kind of experience ever again.

Excellent designs with well executed fabrications. Campaigns and image building lure people with great sense of taste, art, and style. Ecommerce presentation and offering is also top notch in comparison to most luxury brands

We love/d the Loewe brand for look and feel and quality. Several in store purchases went just well. As there is no store in San Francisco we recently opted for online ordering to buy another one of their bags.The bag came with a visible defect and hence we returned it, with the highly visible, Loewe stickers still attached to it. The UPS pickup option for returns was very convenient and swift.However, their after sale support determined that this defect came from wear and tear - come on, who wears (and tears) the bag with stickers attached to it, which are half the bag's size.So although we are somewhat still fans of Loewe, I will never order online from them again and I cannot recommend others to do so either.Update: Loewe contacted me, re-visited my claim and thankfully offered to exchange the bag. The new bag is flawless as I was used to it from Loewe. My wife loves it and I'm very thankful to Carmen and the team at Loewe. I'm happy to have Loewe back on my shopping list.

Loewe resolved my issue immediately with a problem I experienced online.

Last month I had an issue with a bag that I bought for my wife as a gift - I was very disappointed, but I must admit - Loewe did everything possible to resolve the issue: I was contacted by their Customer service (thank you, Dorisa!). They helped me with the exchange process, and I have received it a couple of day ago.Very glad and I'm happy to update my review with 5-star to them!

Perfect product Love it

===UPDATE THE REVIEW=====I want to compliment the prompt response and highly effectiveness of LOEWE HQ in Madrid and customer service,Eve. They explained to me the incident happen is due to technical issue in their system and they manage to help me to solve the problem within few days.At last I would like to praise for their fast delivery of the bag to me, although my wife birthday is passed. It took only two days for the parcel to be delivered from Spain to Malaysia, well done! My wife loves this bag very much and it is well wrapped in a elegant box.I hope your company can continue to improve the online ordering system so that the error will not happen again.Thank you.================================The shopping experience in Loewe online is horrible. I have ordered an Inlay Basket bag in palm leaf and calfskin for my wife's birthday. I am so happy when I saw it is available in stock and managed to put in order and paid and get the confirmation of order. However the next day I received an email stated that my order has been cancelled out of sudden and without any reason. This is so disappointing. After half an hour, I received another email telling me that the Inlay bag is now in stock and I clicked into the website and then I put in another new order. I managed to do that and paid. After one day, I received another email saying that my second order has been cancelled again. So what is the use of this online platform when they can simply cancel your order even after you paid. I suspect the bag is in stock but taken out quietly by their own staff and then cancel the order. If not, why am I getting the "In stock" notification but after I put in order and PAID it becomes cancel and out of stock? I will not order again from this website as this is useless and their customer service is poor. Wish your company all the best!

Very kind customer care, great service (after a shipping mistake) and fantastic product.

Update: Loewe had contacted me today and the customer service agent I spoke to (Candela I believe) was absolutely wonderful to talk to, and having finally opened the package, it is absolutely beautiful and undamaged thank goodness. I really appreciated the contact and help she has given. I will leave the original review underneath as clear and consistent communications would have solved the issues i had.Original Review:I had given Loewe the benefit of the doubt initially, but this was truly the absolute worst and stressful shopping experience I've ever had.I ordered from the Loewe x Spirited Away collection PRD-00580625 and was told my package would arrive January 17th. The package delivered January 11th and was stated to be signed for, which would be impossible as me and my family were visiting family in another country! My 3000 dollar purchase was left unattended and presumed lost for a total of four days . I immediately called Loewe and showed them proof with my flight ticket that its impossible my package was signed for and they stated they would open a claim.I understood that this was no fault on loewe's part but the shipping. But after the initial email I was not contacted once, I emailed them two days later for updates and they did not respond. After having called both DHL and family to come to the house to search for the package it was found after 4 days thank goodness. I contacted Loewe once I found it and asked for a partial refund on at least the shipping expenses and awful experience I had, they still did not respond. On the 6th day of being left without a response I message them for any update and still nothing, and it was finally today after 9 days that they messaged me saying they won't do anything. To leave a customer stressed to fend for themselves for a lost package (while out of the country!!) without any response or help was completely unprofessional, especially for a luxury brand such as Loewe, and I severely hope they improve in the future.