Jim B.
Communication sucks
Communication is just as important as having a nice product. I was ignored for weeks when I requested a refund, then told I could not be refunded since the product was already on its way. This leaves me with no option besides returning the product for a restocking fee and losing money. I have to keep this jacket now for it to make sense. That to me seems very scammer ish and very low hanging. If your customer request a cancellation only a day after ordering it, give them the refund. Don’t ignore them and then play dumb when they blow up your contacts in desperation.
Response from Luca Designs | LucaJackets.comJun 18, 2023
Not low hanging at all as we have each person agree to our hand made terms prior to checking out, it does let everyone know that when we start the build after 24 hours the order is due to be completed as the raw materials are used and we want to hit our timelines. We also email each customer if changes need to be made to please do it within 24 hours. If we were not responsive we recently completed a heavy tour schedule the past 2 months and maybe have increased response times - everything is date stamped for us to review and if someone cancelled we honor it if items were not fulfilled. Please consider the positive to our brand and the product you received as the review seems to be quite harsh as we follow the policy we have in place fore the best of our customers needs and fairness to the brands hand made nature. We know that some customers have high expectations but please do not mix up other mass retailers and what we do, it's very important to know the difference. We wish you would cover some of the positive of the brand as well. We work very hard to complete all products.