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Wait Times Problem with Luts China: Excuse me, does anyone have suggestion?

Sep 5, 2011

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    1. My friend had ordered some wigs and outfits from one popular BJD's company in groups one year ago. She cannot received anything. The company delayed the shipping date and ignored my friend's e-mail many times. What could she do?
       
      #1 winniecat, Sep 5, 2011
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    2. Which company is it? Some of the big names have ceased trading in the last year, so it could well be one of them.
       
      #2 Lulu, Sep 5, 2011
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    3. If it's a company having known issues, then there may be posted information to help your friend out. If it's a company that people are not having issues with, there may be an alternate means to email to get their attention, such as a QA board (many companies I've worked with never respond to emails). Your friend will also have better luck if she has a membership with that company's website and had signed in, this usually aids in tracking for any given company. In either case I'm hopeful she has kept any original proof of the order/payment (for example the order confirmation email if she received one, the PayPal transaction details if she used that method, etc) and any correspondance with the company from there (they had to have communicated the delay in shipping somehow, one presumes). I'm hopeful she didn't place an order and send off, for example, a money order with no proof the company had received the order to begin with. :)

      .hlp
       
      #3 heidipay, Sep 5, 2011
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    4. Lulu: It's a company of well-known. MY friend is too kind for it, as she doesn't want to tell it's name.(I know what it is. It's Korean company.)

      Heidipay: She has the order number. She sent a lot of e-mail to the company and they promised for shipping many time but refused. She ordered some items but as the delay, they told her some of the items sold out now.

      They promised shipping a lot of time (before sold out). As they found some items sold out after a year. They asked my friend to change the items or change as point. My friend asks for refund (those items ordered by her friends)and sends immediately but they ignored and no any replied.
       
      #4 winniecat, Sep 5, 2011
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    5. If you can't tell anyone the company (because your friend won't tell you) then
      nobody can really offer any ideas on what to do. Chances are others are also
      having problems though...so it likely won't hurt their reputation much more by
      sharing the info...and might actually help others going through the same issue?
       
      #5 Lula78, Sep 5, 2011
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    6. Lulu78: I'll ask her come and talk about that. She has more information of that
       
      #6 winniecat, Sep 6, 2011
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    7. Agreeing with Lula78, without a name, we can't possibly know what to tell you. If they've behaved that dreadfully, it's in the communities interest to name and shame them so we're all warned! I don't understand why your friend would want to keep the name out of it?
       
      #7 Lulu, Sep 6, 2011
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    8. I’m one of the unlucky ones who have joint this group order. After discussing with my friends, we have decided to post the name of the company.

      The company is Luts China.

      I honestly can’t believe that such a big company would have this kind of problem. However, this is not the first time such problem occurs. Previously some of my friends organize a group order and it took something like 6 months (?) for the order to arrive.

      Unfortunately, for our case, we’ve placed the order for over a year and still have not received the goods. We’ve only ordered wig and dresses etc which shouldn’t take so long to arrive.

      We post an enquiry on Luts China’s Q&A message board and was soon locked by the administration… It always take them a long, long time to reply our e-mails. When they do reply, they play us around by first by saying they would send us the goods soon, but after saying so for several months, they suggest to refund us by store points which are useless. They also say they would not refund.

      We urge Luts China to send us the goods or refund the order ASAP.
       
      #8 sakurafubuki, Sep 6, 2011
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    9. All right, thank-you for posting who it was! I'm more than a little shocked by the fact it is Luts, as I've always had outstanding relations with them, but I haven't had any dealings with the China site. Have you at least tried to contact any of the other Luts sites? They may defer to the person/people who are running the China website, but last time I checked it was all 'one Luts' so corporately, they have an obligation to do business fairly. I may be wrong! :sweat

      And yes, if they can't deliver your goods, a refund is not just reasonable, it's legal. If you accept store credit in lieu that's one thing, but you can't be forced to do so. Hmm, now as for legal actions, I have all the stuff I'd collected from Customhouse, but that's not going to be helpful unless the Luts China site actually is a corporate child of the Luts Korean store...which will need to be figured out by contacting them. They also have an EBay presence, so they should want to clear this up immediately.

      As for wait times, I've never had anything I've ordered from Luts' English site take longer than about 2 months, this may stretch a little during an event, but they are generally quite quick. I hope they clear this up soon, as they've been great friends to DOA, and it's disheartening to see such a good company with a smear on its name, but if they've earned it, not much to say about that! :(

      .hlp
       
      #9 heidipay, Sep 7, 2011
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    10. Thank you sakurafubuki stands up and tells the truth. Although I would life to change the heading as let all know the truth, I found I can't. That's fine. As the name showed up, I think the company will try to settled the case.

      Thank you heidipay's suggestion.
       
      #10 winniecat, Sep 7, 2011
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    11. If you Edit Post and then Go Advanced, you should be able to change the title, otherwise you can ping a Mod. Definitely try to follow-up on every avenue, as if you wish to proceed with charged you need to know if you're to do so in Korea, China, or even possibly both. :)

      .hlp
       
      #11 heidipay, Sep 7, 2011
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    12. Thanks heidipay! :)

      We've contacted both Luts Korea and the English site and they both refer us back to Luts China as this is Luts China's problem.....................

      I've order from Luts English site for several times before and never have any problems. I'm shocked to have such problems with Luts China...
       
      #12 sakurafubuki, Sep 7, 2011
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    13. Can you contact them one last time and ask if Luts China is a subsidiary of the Luts Korea company, or if it's like an independantly owned franchise? They should be able to address at least this much (and honestly I'm now quite curious, as they seem to be acting like each site is a distinct franchise, which is mildly alarming to me). If they are a subsidiary, that means that you should be able to go through Luts Korea despite what they've said (as they would be the parent company, you see), but if they are a truly independant...almost dealer-like entity, though with the Luts name/brand, then you will have to pursue this in China. Ask for the address and phone number of the corporate HQ in China, the Korean Luts should be able to provide this much. We may need to research internet and fraud laws for China, which I suspect may be depressing, but a police report may be helpful.

      Worst comes to worst, we may need to start a company feedback thread for Luts China to at least warn DOA members about their practices, but this doesn't get anyone's stuff back. :|

      .hlp
       
      #13 heidipay, Sep 7, 2011
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    14. Ar.....................
      Although my friend contacted Luts China again with the post, they still ignored...............
       
      #14 winniecat, Sep 15, 2011
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    15. Thanks heidipay,winniecat and sakurafubuki.
      Unfortunately, still no any response.Luts ignore me again and again.
       
      #15 MoMoCa, Sep 16, 2011
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    16. Isn't Luts China's representative or dealer on a Chinese doll forum? I saw him/her advertising and posting about Luts opening a Chinese site and can order through them when Luts China first opened. I don't know what happened to that person though. This sound like an irresponsible act. It's unfortunate that Luts China is operated under such way. -_-++
       
      #16 Izam, Sep 17, 2011
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    17. My friend has ordered from Luts China four times over more than one year since Luts China was launched and there were no issues; maybe apart from when they were moving back to Korea and send out things partially without letting to know in advance. The longest waiting time was a little bit more than 2.5 months and it was for a full set doll including face up and accessories. For clothes it has never been longer than 1-2 weeks.


      Ok, if you have ordered through their website, there is a record for each order (order list), including when ordered, when shipped, and when received (finally you will have this “已确认,已付款,收货确认”). Although Luts doesn’t usually send any email with tracking number (our experience), the page gets updated eventually and it does include tracking numbers. This is the prove that you have/have not received your order and Luts must take care of it.

      I suggest, apart from continuing Q&A spam on both China and Korea Luts websites, to PM Luts here (Lutsdoll), you may need to give them the order record and the payment record, be it Paypal or a bank transfer, you should have it. (Wonder if you could get them paged ;-) )
      I'm not sure if there is anything left from their office in Beijing, so probably calling them is not possible any more, unless you want to call to Korea. Emails were usually very slow or useless, Q&A board was answered usually in 1-2 days, unless there was any holidays. Again, our experience.


      Hope, you will get a solution soon.
      Luts Korea should have the final responsibility for all their branches, imo.
       
      #17 Tsukasa, Sep 17, 2011
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    18. #18 sakurafubuki, Oct 7, 2011
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    19. They don't reply after we sent letters and did a lot till now
       
      #19 winniecat, Oct 21, 2011
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