LumuwalaReviews of lumuwala.com

Response from LumuwalaMay 10, 2026

Hi Colleen, I went back and read the reply you got from us. You're right about it. It explains our margins, our shipping costs, and carrier policies, but it doesn't answer your three actual questions: where is my order, why is the tracking link broken, and can I speak to a person. That's a polished non-answer and I'm sorry that's what came back to you. If you're willing, write to [email protected] with "Trustpilot follow-up" in the subject line. I'll look at the broken tracking link, pull whatever the carrier scanned, and either locate the parcel or refund you. Short reply, from me, no script. Also, on the bank dispute, no need to pull it. Whichever side gets there first is fine. The point is that you're not out the money. Samantha Lumuwala Customer Care Team 💜

Response from LumuwalaMay 10, 2026

Hi Shahzad, Paid for an order, got a tracking number that didn't lead anywhere, nothing arrived. Yeah, you have every reason to be furious. Write to [email protected] with the email you used at checkout or your order number. I'll check what the carrier scanned on our side. If the parcel was never picked up or got lost in transit, I'll send a replacement or refund you, your call. You shouldn't have had to leave a review to get this looked at, Samantha Lumuwala Customer Care Team 💜

Response from LumuwalaMay 10, 2026

Hi Kevin, You're right. Telling a customer to track down whoever received their misdelivered package is not a real answer. Once a parcel goes out under our label, working it out with the carrier is on us, not you. Whoever wrote that reply got it wrong. Email [email protected] and mention this review. I'll contact the carrier myself about the delivery to the wrong address, and I'll process your refund in parallel so you're not waiting on whatever the courier comes back with. If the parcel turns up later, that becomes our problem to deal with. Sorry, Kevin. Samantha Lumuwala Customer Care Team 💜

Response from LumuwalaMay 10, 2026

Hi Thu Minh, Two things went wrong. The parcel went to an address that wasn't yours, and when you wrote in for help, the replies looked like a bot wrote them. The second part bothers me more. You should've gotten a person on the first email. Write to [email protected] with your order number or the email you used at checkout. I'll pull the FedEx scan history with the tracking number we issued you, see exactly where the parcel was dropped, and work with you on a reshipment or refund. The reply you get back will be from me, in plain words. No rows of generated text. Sorry, Thu Minh. Samantha Lumuwala Customer Care Team 💜

Response from LumuwalaMay 10, 2026

Hi Jiemin, Order didn't arrive. FedEx address didn't match yours so you couldn't file a claim. Our replies dropped the previous email threads so the conversation made no sense. And now you've got a police report and a card dispute open. That's a lot, and none of it should have happened. Write to [email protected] and mention this review. I'll pull the full email history on your order, not just the last message, and read through the whole thing on my own. I'll also contact FedEx about the address mismatch with our shipper credentials. The refund I want to handle separately from whatever the bank dispute does. You're not getting charged twice, and you're not going to be the one chasing FedEx. Sorry it got to this point, Samantha Lumuwala Customer Care Team 💜

Response from LumuwalaMay 10, 2026

Hi Colleen, FedEx told you the tracking didn't match your name or address, so you couldn't open a claim. We then pointed you back at FedEx. That loop is the exact reason customers end up disputing charges, and I don't blame you for going to your card company. The address mismatch is the part I want to look at. Email [email protected] and mention this review. I'll compare the shipping label we generated against what you typed in at checkout, then file the claim with FedEx from our end using shipper credentials, since that's the only way it actually moves. Refund on our side runs in parallel. If your card resolves it first, that's fine. On the Instagram comments being removed, that shouldn't have happened. I'll raise it with whoever is running that account. Samantha Lumuwala Customer Care Team 💜

Response from LumuwalaMay 10, 2026

Hi Joshua, Marked delivered, signed by an "S. Sourav" you don't know. That needs a real look, not a brush-off. Write to [email protected] with your order number or the email you used at checkout. I'll pull the proof of delivery from FedEx, including the signature image and the GPS scan if it was captured, and line it up against the address you submitted with the order. If the drop-off was to the wrong recipient, which from your description sounds likely, I'll refund or reship, your call. You shouldn't have had to come here for this to get looked at, Samantha Lumuwala Customer Care Team 💜

Response from LumuwalaMay 10, 2026

Hi Kozei, The receipt has your address on it. The FedEx tracking shows a different one. That gap is on us. It usually means the shipping label was generated with bad data, either from a sync issue between our checkout and our fulfillment, or someone keyed it in manually and got it wrong. Email [email protected] with your order number. I'll line up the receipt against the carrier label and find the point where the address changed. If the parcel can still be redirected, I'll do that. If it's already at the wrong door, refund or replacement, your call. Thanks for the detail in the review, it helps, Samantha Lumuwala Customer Care Team 💜