Great service at this location, Rena was absolutely wonderful and the staff there as well. I have shopped her a number of times before and always have had a great experience.
Great service received including belt adjustment. She provided advice on length and even offered beverage to my husband and me. Unfortunately I forgot her name.
I got a bag today and Fiona was super helpful and kind while assisting me, on the other hand Cinthya was rude and did not let me touch the bags while other people at the store got to do that. I felt bad since I am a very regular customer at Longchamp and should not be treated this way !
Purchased my tote almost two weeks ago and noticed a defect in the leather handle. I realized a week after my purchase while comparing to a friend who owns the same bag (older edition.) After thorough inspection I was shocked to see this; I was not expecting this item to be damaged as to why I am just now noticing it. My initial thought was to bring it back to the original store I purchased from, to my surprise none of the sales advisors nor managers were effective and/or efficient when it came to problem solving or customer satisfaction. The manager (Shulley) was very dismissive, she basically gas lit me and told me the damage was due to “wear and tear”. I literally purchased the bag a week ago, the damage is located on the inner part of the actual handle. After long rebuttal between me and Shulley she then proceeded to tell me that she can have it repaired at an additional cost.. are you kidding me?! I purchased this item a week ago.. I refused to pay, she then went on to tell me that she can waive the fee and have it prioritized as I am currently using it for school. She let me know the wait time could be anywhere from 3-5 weeks… like are you serious I’m not sure why I can’t just have my tote replaced given that it is clearly a manufacturer defect. I purchased this bag Wednesday, January 8th, 2025 and I went in the very next day after realizing the defect which was on Thursday, January 16th, 2025. An exact week from the date of purchase… Long champ should really invest in their staff, hire individuals with courageous integrity who actually enjoy helping others and catering to their needs no matter their appearance, shape or size. I will no longer be shopping with this company because this is actually ridiculous, next time I will be sure to read the reviews prior to purchasing. You’re staff sure do know how to live up to the brands expectations!
I had a disappointing and frustrating experience at the Longchamp store. This brand markets itself as "luxury," but the service I received was anything but. I visited this location on December 30, 2024. Two salespeople managed to serve four customers who entered the store after me while completely bypassing me. When I eventually got tired of waiting and asked one of the representatives for assistance, she responded that she was still helping a customer—the same customer she had been attending to since I entered the store, about 30 minutes prior. That customer was indecisive, and instead of giving them space to think, the salesperson continued hovering unproductively. She could have easily helped me during this downtime. When I approached the second representative for assistance, she rudely cut me off mid-sentence to say, "You need to wait until I finish with her," pointing to another customer who had also come in after me. I was stunned. How can a store not keep track of the order in which customers arrive? I’m a large male who had been standing in the middle of the store, completely overlooked, for close to an hour. While waiting, I started browsing reviews of this location, only to find that my experience wasn’t unique. Many customers reported similar issues, and the store’s embarrassing 3.5-star rating says it all. As I was scrolling through Google reviews, one of the salespeople suddenly approached me and asked, "What can I help you with?"—despite having just told me I wouldn’t be helped until she finished with someone else. And she still wasn’t finished with that person! How does this behavior align with any definition of good customer service? It’s clear the owner doesn’t care about feedback. Other reviews consistently highlight poor service, yet there is no phone number or email address provided for meaningful follow-up. This lack of accountability speaks volumes about the brand’s commitment to improvement. To the management: train your salespeople to avoid biases and ensure every customer is treated with respect and fairness. Completing some mystery shopping exercises would be a good place to start to evaluate your team’s customer service levels. These should also be conducted on an ongoing basis—I shouldn’t have to spell this out for a brand claiming to be "luxury." I’d even be willing to assist with training your staff because this experience was unacceptable. Until changes are made, I do not recommend this store to anyone looking for a premium shopping experience. You need to do better.
Cynthia is amazing! Very patient and help me put on a waitlist and followed up as soon as she had the item!! The other people working at the store were not helpful and just stood around and she was the only one who helped me ❤️
Terrible customer service by older Asian lady (I think Joyce). Acted like she was above us and was not kind at all. Do better. Discriminatory for sure…
Longchamp is a Canadian Leather goods store based in Toronto, Ontario. Longchamp is located at 3401 Dufferin St Unit 312 A, North York, ON M6A 2T9, Canada.
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