I'd never really had a problem ordering from Luts before... but they've been failing me left and right, this month. First off my shipment from Luts was a month late... it was supposed to be sent out before the Korean Holiday and it wasn't. When I contacted them, they told me it would be an additional two weeks before my items were sent out. Which was awful, since there was a costume contest I wanted to enter my Bernard into, and I had ordered him WAY in advance just so that he could be here on time. Then... three days later, I see an e-mail from Luts, letting me know that they were shipping my doll. ??? Okay, I'm a little confused, but that's great. That's wonderful, actually. That means he'd be coming home, and would make it in time for the costume competition... and his temp face-up and everything would be done in time. So it's Friday morning (day before the competition), and the shipment comes in... and I'm jumping around with glee, because he's here and I can't wait to hold him and make him, Him. I open the shipping box and immediately see the inner box is blue and says DELF... and I know automatically that they sent me the wrong doll. Because it's supposed to be a Dollshe carrying case, not a Delf box. So I calm down after smoking about 6 cigarettes and downing half a liter of water, and think of the right way to handle this. So I write them an e-mail... which they in turn take 3 days to answer. But it looked positive. Because they apologized, and asked for me to send the Delf Special I got, back to them and that they'd ship me my Bernard asap. Sounded great... Until I noticed their address wasn't theirs. And the two times I asked for Luts shipping address, they sent me MY address. BOTH TIMES. And they want me to mark the box as $30 ((which I have to say, I was reluctant to do, because what's gonna happen if it gets lost?!)) but I did so, anyway because I don't want them angry at customs fees ~ and considering they were going to reimburse me the shipping amount I had to pay out of pocket to pay for their mistake; it was the least I could do, right? I'm still worried though... he's due in Korea on Wednesday the 25th... and they're supposed to get back to me on when my Bernard's being shipped. And I wonder if they're even going to ship him with both sets of eyes I ordered as well... or if they're just going to send him alone... because they don't recall having sent them or not (which they haven't!) I guess what I'm trying to ask is... Have you gone through this before, and if you were or have been in my situation, what would you, or did you do? I want my doll home. I didn't want a substitute, and I'm not the kind of person who would be quiet about a mistake and sell the other doll on the side to make a profit. I just want Kylyk home before my birthday... I'm turning 26, on November 6th, and I'd like to have him home for that. And sucky as it sounds, I don't think it's gonna happen...
I've noticed this happen a LOT recently with Luts. They either leave things out of orders completely or ship the wrong doll. x_x I know it just happened to jacobean too! I'm hoping everything gets sorted out soon, and that it's just because of the backlog from the holiday that they had... I hope you get your boy on time!
..Wow. D: I've not heard of that happen before. That's really worrying. :C I'd totally freak out if that happened to one of my dolls, so I don't blame you for being so riled up over this.
Lol Meet Tanning Lishe *Tanning Lishe waves with bubble wrap hands* She has come to the wrong place too. She's hanging out with me until Luts gets back to me.
x__x psyence and I just ordered my first doll last week.. and I'm SO worried, now. They might ship the wrong doll.. or not ship him at all, by the look of things. And what's more, someone has recently recieved a type 2 El instead of a type 1, though she ordered it before the option for type 2 El was available. So I might recieve a type 2 Shiwoo, even though I REALLY don't want one. I hope the answer my question about it on the Q&A board tomorrow. =__=; Luts are really annoying me right now. They're giving a lot of people a lot of hassle!
Sheesh if that happened to me I'd be stressed for days! I'd end up having to cry it off, like I did the time a head a had purchased ended up being white skin.... Sera~
Oh man, thats HORRIBLE! I don't know what I'd do if I got the wrong doll. What a disappointment. I hope your Bernard comes home soon. And I hope you have a good birthday anyway! (It's my birthday too! )
Don't worry, someone on the problem to the last message I saw a couple days back gave you the correct address. I know they kept giving you yours!
They sent me the wrong tracking number when I got my Moon. Two weeks later, the doll's here and they still haven't replied to my email
If that happened to me I would be so upset! And I'd have to show it to them in emails, why should anyone be nice when they have clearly messed up? I mean I wouldn't curse them out or anything like that but I'd be very stern and now I know if I ever do order from them in the future I will have to express how serious my order is and that it needs to be right the first time.
Well it took them a month and half to ship out my habit noir outfit/black garter shorts. Then it took them another 3 weeks to send out my MNF Shiwoo twins. They should arrive today or tomorrow, and I had to email them and bug them about when they were going to send them, and they said please be patient, give us 3-6 days, and then the next day i got shipping info. I hope they don't send the wrong dolls O_O they have been a bit more off than usual, and i have ordered 75% of my past dolls from them with nothing but good service. I think part of the problem is they released so many new dolls and limiteds in a short amount of time, and therefore have become swamped T_T on top of that, all the new outfits, and the korean holiday . . . .
I don't feel they have any excuse. They are a running business and if they continue to mess up they have the possibility of losing a lot of good paying customers. They have to realize that people are going to get upset, if I pay hundreds of dollars for something I expect to get good or atleast decent service and no mess ups. Shipping already takes so long
I agree dear, there isn't an excuse for low quality service. I was just giving some reason for the lack of it. They should very much so take responsability for every mis-shipped doll, and mistaken order!
This happened with a friend of mine too - she ordered a type-1 small bust body during the NaNuRi event in order to make a NaNuRi girl, and they sent her the head already attached to a large bust type-2 body. -____-; Sometimes I think they don't even READ order forms and requests - you don't focus on the event head first and THEN the actual order, you fill the actual order and throw the event head in as a bonus. My one deal with LUTS went well, but at this rate, I think I'll try to get my MNF Soo second-hand. At least then I won't have to deal with, "Hello, lovely whoever ~~ *engrish engrish engrish*" o_O;;
The worst that happened to me was getting a notice on a shipped order that I knew hadn;t shipped.... but they answered my question very promptly and apologised for the mix-up. I do find a lot of the recent reports about Luts worrying, and I count myself lucky that nothing worse has happened to me so far....
I suprised they weren't more careful with something so big and valuable even if they have been busy, I mean if this is happening a lot I can see the cost of fixing the errors eating up all their profits
Agreed. 0_o I'm not planning to buy any more whole dolls, but I still have a fair few residents in the Head Museum who need bods. The idea of not getting the right sort of bod worries me.
I, nor the other people in my ouse who constantly order from LUTS, have ever had a problem. I suppose we'll be sure of that once our most current order arrives, but I personally (even if it isn't the best point of view customer service wise) can understand why they could mess up a small percentage of orders, considering how many different countries order from them..... I'm surprised they managed so long without more mixed up orders. THey key thing here is that they are ready and willing to correct their mistakes ^^;
Well now I'm paranoid. I ordered a body for Yan so now I'm worried when I get it it won't be the right thing. And I'm pretty sure my boyfriend is ordering me a MNF Shiwoo sometime soon, and no offense to him but I don't think he'd even realize it if they sent the wrong doll. Hopefully they clear all this up soon and get everything back in order when they realize how much this could possibly hurt their future business.
Oh no now i'm nervos. I'm most likely going to be orDering an El from Luts by the enD of the year. I'm not sure if i want to though. This worries me TC
They yanked me around for over a month with no news or even a bloody order number after I paid with paypal on winning one of their auctions. long story short, after many emails they ignored, vague promises that didn't see any follow up -- I had to file a paypal claim. *wince* I got my money back, but not the lovely doll head I'd wanted. So frustrated by the entire experience I think I'd shop everywhere else BUT there - mind, to their credit when made to they did refund everything... but still! I hope they sort out your doll woes though.
To be honest I'm not that upset. I figured something might go wrong because of the holiday time they took off, they must be really busy and mistake are sure to be made. That's no excuse though. I missed out bonding with my doll and now I'm in limbo because I don't want to bond with this one and have to send her back. I should be annoyed but I'm not, I'm quite calm. I had a dream that my doll was the wrong size (It was a barbie) her head was made of foam and she fell apart, also I dreamed they sent me a tanning Lishe and I had to put her together myself. My dream has come true! lol I didn't know it was gonna happen but I guess it was fate. All I can say is, I know how you feel, it does leave you kinda stuck and up in the air. I'm just gonna chill out with Tanning Lishe 'til we know what we're going to have to do.
Except that my friend who had the body mix up never heard back from them when she contacted them several times about the issue, and it looks like she's stuck with the body she REALLY didn't want for her character. So that's hardly "ready and willing to correct their mistakes." Although I guess all the problems could be attributed to a sudden deluge in orders, burst in popularity, and lack of staffers, especially staffers who are proficient enough in English to make sense of non-Asian orders. Still, bad business. They should hire some more staff or find another way to minimize the percentage of problems. One of the problems when an obscure hobby suddenly skyrockets into popularity... -_-;
*Oh boy* I'm supposed to be ordering my xmas present from them in the next 2 weeks (Bernard)--now I'm worried, I was counting on Luts b/c they seemed to be the fastest & I wanted one of their custom face-ups. I know Tensiya takes very long--what's the verdict on Dollmore? Or should I just risk it and use Luts--hoping they've sorted stuff out in two weeks
Woot! Happy Birthday! -shares bowl of halloween candy with jacobean and pets tanning lishe on the head- I fully understand how you feel, especially on missing out on the bonding. When I saw they'd shipped the wrong doll, I literally hugged the box to my chest and rested my forehead on it for a minute. After I'd settled down a bit [can't cry in front of my coworkers, they're all male >_<;; ] I set it on the floor gently behind the counter, grabbed my water, light and cigarettes, and stepped outside for a half an hour to calm down. I was really looking forward to his being home. I had to call my best friend at work to clear my head... Sad to have your heart broken so easily, eh? I just hope that when he comes, I'll love him as much as I hoped I would... and that this doesn't damper our bonding experience. Normally Luts doesn't fail me... but damn. This was a pretty big mess up for them, wasn't it? And their answer to my last message didn't calm my fears either. If you want to look it up on the eluts site, just search under my name: amejia It's the first one that should come up. They didn't even bother replying, they just gave me a crummy 3 sentence answer. :::::Thank you for your help Rynn, I appreciate it! As to the address I think I'd already sent it to the address they'd shipped it out from by then... :::::
Mmm, Halloween candies! Thanks so much. I keep checking back with luts to see if they have said anything. I don't really wanna keep her here long if they want her back, I'll get attacthed. I saw the size of the box and thought it was too big for a Delf (This is my first doll, I expected it to be smaller.) I thought they'd sent a Hound by mistake so I opened it and inside was a box marked Lishe, I blew a sigh of relief too early. She looked...well tanned, but had brown eyes as I'd requested I figured maybe she was meant to be like that, never seen a real doll up close. I took her in the other room where the lighting is really really much better. She was tanned alright, even had intructions in the box saying not to sand tanned dolls. I was quite calm and I felt a bit bad for her coming all this way and not getting a photo shoot and some clothes. I took her out the box, leaving the bubble wrap on, she was really cold, I wrapped her in a towel and she's been sitting on my lap ever since. Lishe, what are we going to do? I'm sorry this happend to you too Enki, you seem very upset. If you want to PM me or anything to chat I'll be here.
-huggles- Maybe it was because it was Friday the 13th when he got here? o_o? lol I'm feeling better now, since it's been over a week... so hopefully I'll hear from them on Wednesday. Everyone here is awesome, though. I can't tell you how much it means to have you all behind me on this. I'll try to keep this thread as updated as I can.
Wow. That is horrid. Luts has just been going downhill for a while, IMO. I'm really glad I'm getting all my luts dolls second-hand. I don't like their new normal resin at all, and there seems to be so many problems with dolls breaking, wrong things being sent, lack of communication and customer service, etc. I hope everything gets worked out! I'm sure when your Bernard is home he'll be stunning.
All the late shipping and mix-ups are frustrating, I'm sure. But did anyone notice that Luts posted a notice on the board in September saying that Quote "Hi~ lovely every one~~ How are you doing ? Thanks for interest our Dolls. Our Orders pile up at now. So we delay to send order items to our customer. I'm really so sorry about this case. Please wait for moment, Thanks for your patience. If you have any question, send mail to me or do write on Q&A board. Have a nice & happy day~! Thanks a lot~ See ya~~! From: your friend......LUTS" I know it's not much of an excuse, but they did warn people to an extent.
Well they are gonna be extra busy fixing all the wrong order dolls on top of the work load. I don't mind waiting a long time for my doll, I expected that, but I did expect my doll to be the right one. It can't be too much to ask. Right Lishe? *Tanning Lishe nods in agreement.* I really should go put her down.
I work in a hospital and things get very busy, but mess ups about who gets what can cost lives. This is hardly life or death, but these are very expensive dolls. They need to be double checking orders to make sure their valued customers get what they want. Otherwise they lose business. Piled up orders aren't a good enough excuse.
I've bought stuff from luts and dollmore. luts lost my order, yet charged my credit card, and it took them a week of hassling to refund my money. my friend ordered the boots i wanted from them six weeks ago and they still haven't shipped. Dollmore on the other hand have been nothing short of awesome. I have no problems communicating with jee, and my doll was in my hands just over a week after payment. I'd never deal with luts again, but i'd deal with dollmore plenty more times.
Ah very interesting--perhaps I'll be trying Dollmore then. I saw they have a body blushing option & offer custom face-ups--might be worth the extra dough Thanks for the heads up!
I've had no problems the times I've dealt with Luts, except that they have a tendency to reply faster and more regularly to messages left on the message board than to e-mails. Although their English isn't always the best, they do their best to decipher our orders as best they can. About your friend with the body and Na-Nu-Ri mix up: Did she actually order the girl type body from the girl body item, or did she order the new type mature body and ask for a girl body?
OMG! This is awful!! I have heard about wrong or missing stuff in orders, wrong face-ups, but... wrong dolls??? I feel so lucky I got my 2 boys safe and sound!! Yeah, I did get a wrong color wig and they have been telling they are gonna send it soon for a month -_- But OMG.... I would have died if I had gotten any other doll than the ones I wanted and paid for!! Luts should really fix all these problems soon... And just when I was starting to save to get another CP doll from them *sighs* lol, jacobean!! "Your" tanning Lishe What doll were you suppossed to get??
mehz.... now i am abit afraid.... ah well luts are usual quite efficent *pats tanning lishe* meh they should give the extra doll for freee.... ahahahahaha no that would be like EVIL sighs... mehz rdering b4 the end of the mth...
That is so scary about Luts. I want to order a kid delf in the future. I guess I will wait awhile and see if things calm down and they get past their problems.
I've only ordered from them 2 times now, and it went amazingly well. Of course, this was LOOONG before the holiday pile-up and the boom in popularity, lol. XD One thing I did to help make sure I got the correct stuff was that when I sent my payment (used paypal), in the comment box, I listed every item that I ordered and was paying for, copied directly from their site. I dunno if this would help anyone, but it might be something to try. Sorry to hear about all the confusion, though! It makes me nervous about my new order! Also, I noticed some people asking about Dollshe from Dollmore versus Luts, and another option no one mentions is Iplehouse. I LOVE their face-ups, so anyone wanting a Dollshe might want to check them out!
Eeek. I ordered from them once before and it went well but I'm planning a CutieDelf in the future and it sounds like they have been going wayyyy down hill. I can't even count the # of "Problems with Luts" threads I've seen in the past couple months.
I feel you. It feels awful opening that box and finding it wasn't what you expected. I gave them hell till they told me what i wanted to hear, though the company wasn't Luts. Strangely enough, My B-day's on the 6th too and i was very close to buying a Bernard, heck i might just get him and Hound too, but definetly not from Luts. Hopefully it will be resolved and he'll get there in time.
*WOW* I didn't even know Ipplehouse carried Dollshe--but I just checked and their face-ups are beautiful! I might have to start a new thread about this *lol* Iplehouse vs Dollmore . . .
She ordered the type 1 girl body from the "option parts" section as just a standard order, knowing that NaNuRi would be in there during the event. I'm pretty sure she didn't even mention NaNuRi. Apparently someone just didn't read the order form, saw "girl body," and immediately assumed they just wanted a NaNuRi on the only type-2 girl body available. Not on at all, LUTS. Hire some more staff if they're having so many problems - they certainly get enough of our money to do it. XD
I'm so sorry that you all have had problems. (Especially Enki, I would have loved to have seen your Bernard in Tampa!) I hope everything turns out alright for everyone. ^_^ The only thing I have had a problem with from Luts is that when I ordered my Ttory he was supposed to arrive with a pair of blacik undies (that I paid for, damnit) and he didn't. They didn't even reply to my e-mail, but I gave up easily. I didn't want to deal wih any BS. I got my boy, that's what mattered. This was a year ago. I haven't ordered since, but I'm not afraid to. Mistakes happen. I still love Luts.
That's exactly what I did, too. I always cover my bases. I'm so scared ordering dolls from companies (most of mine are second hand, which normally suits me just fine ~ but I really thought Luts was going to pull through). I sent three payments, each a few days from the other, and in each I made sure it said exactly what I ordered, and the eyes that I ordered with him, as well. Iplehouse was my other option, but they take a while to ship... so I decided against them, and went with Luts. I'm not sure now if it was worth it, going through Luts... From what I hear, Iplehouse doesn't mess up very often... I didn't want to put anyone off from Luts, I just wanted to know who else went through this, and the odds of mistakes like these. Hopefully their quality and customer service won't deteriorate anymore... Gomen to those that are afraid to order now... *__*;; In the worst possible case, I'd want my money back... which would mean I'd have to wait again to order from a different company. But I'm still holding on to the thought that maybe it was just a fluke... and that when he gets here, he'll be perfect. ~~ Thank you Keicai_Ayan -holds Winters hand- ~~ **huggles squeekiekitty** It would have been great to have him there for the meet...
Despite them having frustrated me a lot recently, I still support Luts. I'd just advise people to wait until everything's cooled down a bit before ordering ><; having said that, if they bring out another event head this Xmas, things are gunna go kaboom in December/January, too ><; Let's just hope from here on in Luts get their act together - sorry to hear about the mix-up, Enki Good luck getting your boy home - absence makes the heart grow fonder...? Dunno if that works with dolls you've never met before though... *hugs* *pats jacobean's tanning Lishe* Poor lost girl T_T;;
I think its crappy that they made the mistake. First off, the doll didn't get here in a timely fashion. Further, if you send back the doll and they do send you the one you ordered, you risk getting hit with customs fees. (non USA people). So in regards to the tanning Lishe, did you get hit with fees? If so, are you willing to risk having to pay them a second time for the correct doll when it arrives? And what about the return shipping? Luts isn't sending out return labels so people can return THEIR mistakes. Luts is asking for people to put up the money, mark down the package (ILLEGAL!!!! and can lead to heafty fines) and WAIT for LUTS to get around to sending the correct doll and a refund for the shipping. I'll pass semirans
I got a reply from Luts. They told me to send her back and once they get her they'll send out my intended doll and pay me back for having to send the Tanning Lishe back. I'm totally miserable now, I don't even have the money to send her back coz I spent it all buying my doll. I know it's gonna cost me lots of money, though they said I'd get it back, I don't have anything to pay with right this moment. I'm going to have to ask family to lend me money *shudders* By the time she gets back there and they send out my original girl she'll get caught in the christmas post rush and who's to say she won't get stuck in customs, more money! It's getting to me now. I'm gonna find out how much it's gonna cost to get her back to them otherwise if it's too much I'll just ask if I can pay the extra and keep her, I won't have enough to send her if it's gonna be lots!..........Then I'll have to start saving for Kit all over again.
Can you reject the package and have it return to sender? Because that's where I have issue too, with having the customer put up the money that they likely don't have to return an item that shouldn't have come to them. (and if you contacted THEM about the mixup, why do they wait before shipping out the right doll? If you were going to scam them you would have said you didn't get one) *shrugs* I'm sorry for anyone dealing with such a problem.
Dont offer to pay the difference. They made the mistake and they are meking you WAIT before they send you the correct doll and are asking you topay for the shipping until they get around to refunding. Keep the Lishe, sell her if you dont bond with her or if you decide you really want the original doll and buy your original doll with the money. And for those that say its dishonest to keep her, What logic are you using? It was luts mistake, why should the customer have to wait longer cuz they screwed up. I bet if they keep sending the wrong (more expensive dolls) and people stop pandering to their ridiculous requirements of "send her back at your expense, once we get her we'll send your doll out and a refund" I ask again, is luts offering to pay the customs fees for the incorrect doll being recieved? Or should the buyer just swallow that as well? semirans
You know you may not really have to pay them the extra for a tanning Lishe, it's Luts' fault anyway, consider it a compensation for the hassle. I say just keep her, it seems you are bonding with her already anyway :P. You know how expensive stupid Royal Mail is when it comes to parcels. ><
I agree with everyone who has said keep her if you are bonding. This isn't your mistake and the way Luts handles these issues is really crappy!
That's what happened to me... I had enough money left from my paycheck to cover his shipping, but it was nearly $60... I could have used that for gas money or food... Do you want to wait a bit to see what happens? Hopefully they'll contact me on Wednesday to let me know they received him ((if I see that it was received i'll be contacting them through the message board, first)). If they ship out my doll + items asap, then I'll paypal you 1/2 the shipping. ^__^ And you'll never ever have to pay me back. It'll be a 'Thank God Kylyk's coming home' gift. And a 'Bring Kit home' incentive... I know your pain, and I don't want you to go through what I've gone through, for longer.
I paid for my Soony about a week and a half ago. I don't know when they'll send her, I hope it will be soon, because all these mistakes popping up are making me a nervous wreck! Seriously, with the hundreds people are paying for these dolls, they should be SUPER careful about everything! Hire more staff if they have to! If something happens with my Soony, I probably won't order from them again. I'll find them 2nd hand, darnit! Because I shouldn't have to stress like this!
Does anyone have a better way to track ems shipments? Thus far, I don't see anything on the site! My EMS tracking number is: EQ620257245US Maybe you guys can help me track it, until it gets to Luts... -crosses fingers-
Label/Receipt Number: EQ62 0257 245U S Detailed Results: International Dispatch, October 20, 2006, 1:21 am, MIAMI AMC Enroute, October 19, 2006, 10:59 pm, MIAMI, FL 33112 Acceptance, October 19, 2006, 12:24 pm, FORT LAUDERDALE, FL 33316 That's all I get, might be better to go the Korean EMS tracking site, http://service.epost.go.kr/iservice/ems/ems_eng.jsp
Did you look at USPS track & confirm? I just plugged your number in and it says: ****************** Label/Receipt Number: EQ62 0257 245U S Guaranteed Delivery Date: October 25, 2006 Status: International Dispatch Your item left the United States from MIAMI AMC at 1:21 am on October 20, 2006. Information, if available, is updated every evening. Please check again later. ******************** So it looks like they're guaranteeing delivery by tomorrow? Let's hope!
