Mods feel free to delete if you feel is something that shouldn't be here. but... My most recent experience with Luts customer service has compelled me to write a review. So here's the story, In the first week or January I had sent my Tan El to have his face up touched up. This past monday I had recieved my Tan El, put him back together all that, and I had noticed that His head no longer matches His body. Before:http://img.photobucket.com/albums/v319/theodothian/100_1813.jpg After: http://img.photobucket.com/albums/v319/theodothian/100_2733.jpg When I had contacted them about this, some of the later responses I got were quite rude. They had explained that it was the coating, and I've never seen coating ever turn a doll color before. So I asked how and if there was a way to remove it and I never really got a straight answer. Just that over time It will come off. I asked approximately how long and that question was ignored and this is the response I was given "If you want to do it, you can do it. We don't help you anymore." At that point I had voiced that I was extremely saddened and disappointed with their seeming declining quality and customer service. They've now deleted my last few posts and taken to ignoring me. I even asked if it was possible to re-purchase the face up and send the whole doll to make sure it matches. I most likely will not be buying from Luts in the future.
eeek! thats a big difference! I'd be upset if that happened to my doll (and if the company treated me that way)
This is about reason #100,000,004 that I'm EXTREMELY happy the MNF moved to Fairyland. I have admired Luts dolls for so long, but there is no way in hell I'll ever take chances buying from them.
right. people argue for 'lost in translation' with LUTs, but my god, they are basically just telling you to **** off there, arent they? and deleting your posts is appalling. why do that? what does that achieve? i know these areas arent intended for chat but this really, really saddens me. do they not realise how expensive their dolls are and how much their customers love and care for them? lesson in customer service seriously needed
You guys make me scared... I am planning to purchase a doll from them in a day or two, and I have a lot of things to ask them. My friends who bought their dolls from Dollmore, Domuya and Angel Studio told me that usually dollmakers have very friendly service... but Luts..hmm..
Yeah, as far as I know, LUTS is popular for poor customer services. Even worse, LUTS sometimes can ignore customers' problems!
It is true that MSC can turn tan dolls a lighter colour after coating. I've seen tan dolls arrive from Luts with face-ups that look the same. Here is Stormlight's Tanned Dark Elf Soo as an example: http://www.denofangels.com/forums/showthread.php?t=100616 I'm sorry that their customer service isn't what it used to be, however.
Yes... MSC I'm afraid =/ There isn't a lot Luts could do about it. Here is an Aaron from Iplehouse who's even more severe than this: http://www.denofangels.com/forums/showthread.php?t=197239 The problem is sometimes apprent on lighter dolls too: http://www.denofangels.com/forums/showthread.php?t=196272 I understand Luts did not handle the situation well. As I see it, it looks like they panicked because they knew there was nothing that could be done about it. =(
;___; oh god Luts.. I still can't get over how they sent me a CP El that had a cracked neck... a chunk taken out. UGH. I paid over 500 dollars for that. Then they have the nerve to raise the prices of their CP boys.. ;___; Oh, and the costumer service was pretty bad too, they were like "um but sorry it broke in the shipping", so my boyfriend called them and, well he's chinese and he's so used to horrible broken english, the girl was like "I CAN NOT UNDERSTAND YOUR ENGLISH!" .. @_@; so he talks to her in Chinese/korean mix or something, and she says they don't know any chiense and no one around spoke it, which we both found very weird since they a chinese Q&A.. ionno, we could just be paranoid too. @_@; but still.
Edit: Okay.. after checking the chiense q&a.. SOMEONE there most definitely can speak chiense.. @_@ aye. ionno though, i dun wanna jump to conclusions.
*Sigh* now, I have less confidence to directly buy something from LUTS. Maybe, I should buy them via group order or middle-person.
Oh No From what I've read on different threads I think there are more people who had an "OK" experience then a terrible one. But the bad ones sound pretty bad. How long does it take for luts to receive a wire transfer? I asked them why I'd not gotten an email conferming my order and they said I would after I paid them. I did pay them three days ago. They have not emailed me and my order info still says "payment pending". I don't want my order to get cancelled and I want to know what happened to my money. (I am sorry if this is in the wrong place)
It's kinda odd he had a luts face up before and it was nothing like that o.o Even before all the abuse he took at a meet/ from my brother o.o
I recently bought a clothing set from Luts and it arrived very fast and in great condition. I am so sorry to hear about all the problems people are having when ordering dolls and even small items! Maybe they've gotten too big and have too little manpower for the amount of orders they get. They should emulate Dollmore and improve their customer service if they want to remain a top doll seller.
International wires take upto 3-4 days to get to their destination; depending on what bank you used and what bank it needs to go to.
Ok, thanks. Hopefully they just need another day or two and everything will be alright. The other companies did use a different bank.
That is kinda scary, I really do love luts products!!! But they had been rude to me, when I had asked them simple shipping questions on there q/a board
I've written them on a few occasions and either my email bounces back or I just never receive an answer. Which is a shame because other BJD companies refer me to them. I'm glad I caught this post because it's assuring. As for your doll, that is just horrible. And what I think is worse is that you paid the initial price for the doll then you paid them additional money for a faceup then even more money including shipping charges to re-do a face and they destroyed it. That second picture looks like a vinyl head. I wish you luck in finding a way to fix your doll.
They've never been any good about answering emails... You're best bet is to post on the Q&A board. They're better about answering those.
I own a tanning DES, and it is true that the coating makes faces look 'lighter'. Do not worry, it is just the protective coat, and it 'tempers' after some time, you don't have to worry. About their customer servide, it is a shit. They thend to 'forget' questions, do not reply emails and basically never say anything. If no tfor the great charm of the dolls of Cerberus Project, they wouldn't have gone anywhere. It is such a shame.
Unfortunately it seems to happen to other dolls too, look at the difference between the body and face of this Cocori for instance: http://www.iplehouse.net/shop/step1.php?number=829 That said, the customer service you got from Luts is very poor. They should have explained this politely and in detail instead of ignoring you.
I actually just had a very good experience concerning luts o.o I bought a doll second hand from the boards (and SDF Ethan) and he had chipped lower legs and arrived with broken fingers. (Resolved personally with the seller. No harm there ) I contacted Luts to ask if I could purchased replacement parts (a pair of Senior Delf hands and a set of lower legs). I posted my question via their english fourm. The next day I had a reply and they said they definatly could and set me up a place to pay. My order was sent out about four days later and arrived beautifully packed. Granted, my senior delf hands don't match my boy and I just don't feel he is all that old... XD; but his lower legs seem to be just fine. o.o so aside from the match which, in Luts defense could very well not be there fault, I had a pretty good experience. Much luck to everyone who orders from them! I've had nothing but good experiences so far (I bought a doll almost two years ago and some wigs and such about a year ago and now this...) but it DOES seem to be very hit and miss. ;.;
In all my doll purchases with Luts I've had good experience except for my last. I got after them for pretty much flat out lying to me. They charged me $106+ in shipping for one delf doll and a Zuzu. They told me they could not combine these two dolls because it would be "oversized". When I got the package I saw they DID combine them and postage was on the box itself for about $65. Yep they only paid like $65. I told them in a very polite way. Their response? They said that the bubblewrap, wig and string puller I got was very heavy and made package heavy & oversized. Not sure if I should laugh or cry over that response. The way it was worded was very rude, making me feel like I was an idiot for not understanding these items cost so much to ship. *roll eyes* I posted picture proof of how much they really paid for shipping and just left it at that. Their customer service rep for the Q&A board has to be someone entirely different from last summer when the person answering then did so with respect to their customers. My first delf I ever bought in summer of 2007, I asked for them to combine a Shiwoo with a Tan el, and the person who responded said yes and they did so. It never became an "oversized" package. It just seems Luts has gotten lazy with anything they do these days and I can't respect a company that lies to their customers.
only ordered once from luts - I ordered a $200 outfit and 2 days after taking payment they told me it was out of stock. They were polite in the email and asked me if i wanted a refund, then it took them about 4-5 days to refund me. So it wasn't an awful experience just a bit dissapointing. It just made me wonder how updated their website is, and what if it was a doll i'd ordered - i'd be gutted to pay and then find out it wasn't available.
