Luxury Sales Jumped 20%, but Complaints Rose Too—Eight in 10 Were About Quality [Luxury Price Story]

[Financial News] As the luxury-goods market continues to grow rapidly, more consumers who purchased products from luxury brands are seeking damage relief over quality problems.
Yonhap News Agency reported on the 24th, citing data that the Korea Consumer Agency (KCA) submitted to the office of Lee Yang-su, a lawmaker from the People Power Party, that a total of 674 applications for damage relief had been filed against 13 major luxury brands from 2021 through August this year.
By year, the number of applications filed with the KCA fell from 106 in 2021 to 90 in 2022, before rising to 106 in 2023, 124 in 2024 and 151 in 2025. A total of 97 applications were filed through August this year.
Quality-related disputes accounted for 520 cases, or 77.2% of the total, making them the most common type of complaint.
According to cases submitted by the KCA, Consumer A purchased sunglasses worth 750,000 won in June this year. After discovering scratches and other defects on the front frame and both temples, the consumer requested an exchange the following day but was refused. Other cases included leather cracking and the finish peeling shortly after a handbag was purchased, as well as a poorly manufactured zipper that poked a consumer's neck and led the consumer to request an inspection.
The applications also included 50 cases involving withdrawal of purchases, including refund issues; 35 complaints about after-sales service (AS); 23 cases of breach of contract; and 18 cases involving contract cancellation, termination or penalties.
One consumer discovered while wearing a necklace that it was more than one inch longer than indicated and requested a free repair, but was charged a repair fee. In another case, a consumer was told that rust on a jacket button had stained the fabric but did not constitute a product defect.
By brand, Louis Vuitton had the highest number of cases at 175. It was followed by Christian Dior (Dior) with 142, Burberry with 93, Prada with 78 and Chanel with 62.
However, the KCA noted that the number of damage relief cases does not reflect each brand's market share or number of users, limiting the validity of making a simple comparison.
Meanwhile, the luxury market is showing clear growth as demand recovers. According to the Ministry of Trade, Industry and Energy (MOTIE), department-store sales rose 20.1% in the first half of this year from the same period a year earlier. Sales of well-known foreign brands posted year-on-year growth in the 20%–30% range throughout the first half.
Lee Yang-su emphasized, "As the luxury market is growing rapidly, it is necessary to examine whether consumers are receiving the quality and services appropriate for high-priced products." He added, "Consumer protections must be strengthened so that people who purchase luxury goods do not suffer unfair harm over quality, exchange or refund issues."
[email protected] Kim Su-yeon Reporter