Luts Feedback

# What did you order?
A wig, 2 headbands and some eyelashes

# When did you order?
5th November 2007

# How was the communication?
Very easy, but then again I didn't have to really talk to them, just put in my order and wait

# How easy was it to pay?
Extremely! I just put in my numbers, and it was done. Got an email saying they got the payment, and then it was all done

# How long did it take to ship?
It was shipped out on the 7th Nov., and reached me on the 9th Nov. So it was very quick

# Was the quality appropriate for the price, in your opinion?
I would say so! The wig I got is beautiful and so soft! And the rest of what I ordered was exactly as I expected

# Did the item look like the sales pictures?
Yeah, everything looked identical =D The wig's colour is a lot nicer in real life, though, which was a nice find

# Were you satisfied with the product?
Yes! I'm very satisfied! The whole process was quick and easy! I will probably buy from Luts again in the future

 

What did you order?
Wigs, hooks and face mask in a group order

When did you order?
Sometime in October

How was the communication?
It can be slow at times, but was speedy after a week or 2

How easy was it to pay?
Via wire services i think it is simple

How long did it take to ship?
About 2 weeks?

Was the quality appropriate for the price, in your opinion?
Yes! Their wigs are lovely!

Did the item look like the sales pictures?
Yup

Were you satisfied with the product?
At first there was a mix up between the wigs they sent me, instead of 108, they sent me 109 wigs.

If you weren't satisfied, how did the company solve your problem?
I was a bit frustrated at the start when they took quite long to reply my friend and i via email so i had posted on the Q&A board and they were very fast and efficient with communication! They also refunded me the shipping money when i had to send the dw109 wigs back ^^ [they gave me a wig i wanted ^^] Since i left them a note the other time, they too left me with a note and a free pair of heels *O*

I cannot stand bad service, but they are extremely generous and very kind! I'll be ordering 4 dolls from them soon due to their great service! ^^b kudos to you luts!

 

* What did you order?*
Cp Abadon
* When did you order?*
21.09.2007
* How was the communication?*
good. I didn't chase them - I waited patiently for the order to process because there were quite a few items.
* How easy was it to pay?*
Horrible. Wire transaction - I live in the country so getting to the bank during weekdays was hard. Took 10 days for money to be recieved and another 2 weeks for them to FIND my money (it was in my bf's name but I told them this in every contact). Bring back paypal.
* How long did it take to ship?*
Fast - I received it well within the 2 weeks estimated.
* Was the quality appropriate for the price, in your opinion?*
I am very happy with him! He has a few bumps and nicks which I expected but nothing which can't be sanded.
* Did the item look like the sales pictures?*
Sales photo-flash lightens the skin tone quite alot I feel. But this was expected.
* Were you satisfied with the product?*
Absolutely.

 

What did you order?: Delf EL

When did you order?: Near the end of April

How was the communication?: Pretty good, my question on the message board in regards to shipping date was answered the next day.

How easy was it to pay?: Paid using Paypal, it was easy and they confirmed payment the following day.

How long did it take to ship?: Exactly 4 weeks from the date I ordered him.

Was the quality appropriate for the price, in your opinion?: Most definately, I was very happy when I saw him the first time.

Did the item look like the sales pictures?: Yes except for the faceup which was a custom one.

Were you satisfied with the product?: I was very happy dispite the CP-kicky syndrome. I had gotten exactly what I requested for the custom faceup. He's still as beautiful now as the day I got him.

If you weren't satisfied, how did the company solve your problem?: N/A

 

* What did you order?
i ordered a kid delf jeong head
* When did you order?
august of 2007
* How was the communication?
i was told when my payment was recieved and informed of when it was shipped, so fine
* How easy was it to pay?
hard - i had to do the credit card thing, where you need to scan in your details etc. my mother wouldnt do this so my friend ended up buying the head for me.
* How long did it take to ship?
it wasnt bad - a few days, then it took about 4 days to reach england
* Was the quality appropriate for the price, in your opinion?
yes. theyre very well sculpted
* Did the item look like the sales pictures?
NO. ill explain at the end
* Were you satisfied with the product?
no.
* If you weren't satisfied, how did the company solve your problem?
they had actually sent me a NARA HEAD. being my first BJD it took me a while to realise as both nara and jeong are quite unpopular and i couldnt source blank pictures of either.

a month or so later, i contacted luts on their Q+A saying i had recieved the wrong head and was very displeased. however, i realised id left this a while by now and being the person i am i'm patient with this stuff. after a while, they contacted me and asked for pictures. fair enough. i sent clear pictures, and they confirmed that yes, it was the wrong head, and gave me an address to send it back to.

however, i had bonded with the head and informed them of this and said i would decide whether or not to send it back. it took me a couple of weeks to finally decide to let go of her.

jeong went out of stock on the luts website. after i realised i posted to ask if they had one they could still send me. they responded yes. i was pleased at this but puzzled as to how theyre out of stock but still have a new one free. well, whatever

however by this point i had placed a second order, and told luts i would be sending the head back but they could include the jeong head in that order to save themselves on shipping. they responded saying no, and that they must recieve the nara head first. they also told me several times to ship by EMS and i must give them the number, even though i told them england doesnt have EMS. may i point out that here, they never once offerd to refund my shipping, but instead insitied around 3 times i ship it via an expensive form of shipping.

however, when i recieved the second order i placed, only a short time after sending the nara off, it did indeed have a JEONG head in it. this irritates me, why say one thing and do another?

so, overall, the issue was resolved; with poor communication, inccorrect communication, only replies when i prompted, and always in a somewhat rude or hard to read way, when i was merely wanting the actual item that had cost $100 in total. also, they never offerd to pay the shipping for me, but being the way i am i didnt think about asking. they did not inform me that they recieved the head i sent, even though i had spent time typing a letter with the parcel asking them to do so. they were barely apologetic and included no letter in the parcel they sent me, and never sent any communication except for the questions id prompted

i would like to say that my second order was perfectly fine other than an unusually long 'payment recieved' status ~

 

* What did you order?
Delf Yder w/default makeup, pair of clothes, extra eyes and eyelashes, silver wig.
* When did you order?
November 15th
* How was the communication?
It was great when I finally understood what I was doing after errors buying my sister's doll.
* How easy was it to pay?
Had to set up a special payment page with them, but other then that it was great.
* How long did it take to ship?
Not long at all! It was just a little over a week that I got the email.
* Was the quality appropriate for the price, in your opinion?
Absolutely! I love him and he is worth every penny.
* Did the item look like the sales pictures?
Yeah, I got what I was expecting.
* Were you satisfied with the product?
Very satisfied. I would order again.

 

* What did you order?
MNF Lishe Special, MNF boy body, & clothes.
* When did you order?
December 1st, I think.
* How was the communication?
Good. They've always gotten back to me in a timely manner (except on the weekend).
* How easy was it to pay?
Very easy, since they reopened Paypal. :3
* How long did it take to ship?
Only five days @___@
* Was the quality appropriate for the price, in your opinion?
No. The MNF boy body has bad resin or something, to be elaborated further down.
* Did the item look like the sales pictures?
Yes.
* Were you satisfied with the product?
No. The MNF boy body has... a few problems. First thing I noticed was that a head would not fit onto the neck part, because the neck part was warped and had become concave. Also, the hammer wouldn't turn. I took him apart to examine the neck part more closely, and discovered that the resin "hooks" inside the feet were bent completely out of shape and it's a miracle they even held the elastic 9_9; Also, the hollow wrist joint on the arm parts is more of an oval than a circle, so if you turn the hands 90 degrees they pop out of the joint a little.
* If you weren't satisfied, how did the company solve your problem?
They tried to avoid it. When I posted about my problem with the neck piece and showed them photos (in comparison to a properly working neck piece, the difference was visible), they said that there was no problem and I was putting the head on wrong (even though I stated that a head doesn't even fit on in the first place...). After I discovered the feet, I posted again stating that I think the resin was not cured when they strung it, thus all the parts connected to the elastic bent under the pressure. Then they gave me their address to send the body back, saying that I have to pay shipping because they'll "repair the body for free".

EDIT Jan '08- Luts received the body but did not let me know until I asked. After a month of asking them about the status, and them continuously lying to me about when it would be done, I filed a Paypal dispute and they finished the "repair". I received the body this week and it was NOT REPAIRED. They replaced the neck piece and that was it (funny, 'cause that's what I initially asked for and they denied a problem), the feet and wrists were still messed up.

I think I can fix the problems that are left, but the fact is that Luts SHOULD have fixed it entirely. They have no excuse to keep the thing for an entire month saying they're in the middle of "repairing" it every time I ask, when all they did is replace ONE PART in all that time (and how long does it take to restring a body? I'd say about 10 minutes.). I definitely do not trust them with dolls anymore, and if I ever want a Delf in the future I'll just get it second-hand. :/

 

* What did you order?
Two pair of Shoes (SD size)

* When did you order?
November 25, 2007

* How was the communication?
Okay --- I got my email saying it shipped and the EMS number. The problem was once I receive the box it contained only one correct pair of shoes and one incorrect pair. That's when the communication "problem" came into effect. They were slow to answer my emails and messages left in Q&A. I think it's b/c there is SO MUCH STUFF in the Q&A and the really important things get lost. They should have it broken down into categories so the people who just want to post "hi -- love your stuff" is separate from the "hey, my order is messed up - please help!"..... I understand that telling them you love their stuff is important, but those kind of emails don't have hundreds of dollars at stake if they're not answered.....whereas the "order mess up" messages usually do.

* How easy was it to pay?
Fine, paid by CC. No problems.

* How long did it take to ship?*
Very fast. It only took a week. I even got it two days before the EMS stated delivery date...

* Was the quality appropriate for the price, in your opinion?*
Well, I don't know about that. The quality is very good, but only us BJD lovers would pay $40 for a pair of doll shoes (I don't even pay that much for my own shoes!!). Are they worth $40? Probably not. Do we pay that b/c we can't find these shoes here in the Good Ole USA? Yes. And the shipping -- OMG!! Yikes!!

* Did the item look like the sales pictures?*
Yes, most definitely.

* Were you satisfied with the product?*
I was satisfied with the shoes. HOWEVER....

* If you weren't satisfied, how did the company solve your problem?
.... I ordered two pair and one pair was the wrong model. I emailed and emailed and emailed and left messages in the Q&A and finally they asked me to email them pictures (which I did three times) and finally after me emailing them yet again and again (and again), they responded that yes, indeed, they sent me the wrong shoes and they were putting the correct pair in the mail to me. I received them Saturday (12/8/07). I was a little frustrated and upset that this would happen on my very first order from the company, but in the end, they fixed the problem and I ended up with a free pair of shoes. I was also a little frustrated by the time it took for them to respond to me. I must have sent 10 email/messages just to get them to respond to me. All in all, I will "probably" order from them again in the future and just pray the entire time.....

 

* What did you order?
MNF Shushu special with make-up
* When did you order?
april, 2007
* How was the communication?
good, was sent timely email about the progress of my order
* How easy was it to pay?
easy, by paypal, got there right away
* How long did it take to ship?*
about a month
* Was the quality appropriate for the price, in your opinion?*
okay, but always could be cheaper. theyr prices are growing up high right now.
* Did the item look like the sales pictures?*
yup, even better!
* Were you satisfied with the product?*
absoltely! : good quality

 

What did you order?
CP Lu-Wen plus a T-shirt

When did you order? - October >< I can't remember xD

How was the communication? - Great ;D Emails were Prompt

How easy was it to pay? - I paid using Credit Card and no problems arose and it went smooth.

How long did it take to ship? - Maybe 3 of 4 weeks since I ordered him in the later batch.

Was the quality appropriate for the price, in your opinion? - Amazing my first Luts doll and his quality was fantasic ^^!

Did the item look like the sales pictures? - Just like the photos apart from the fact he looks a lil oranger to me xD

Were you satisfied with the product? - Oh YES! xD

 

* What did you order?
Kid Delf Ttory

* When did you order?
March 2006

* How was the communication?
I didn't engage them at all; they sent me status update emails in fairly quick succession.

* How easy was it to pay?
Very easy, but that was back when they took Paypal.

* How long did it take to ship?
Three weeks! Amazing. :O

* Was the quality appropriate for the price, in your opinion?
Yes. No faults in the doll, all items packaged well, asked for default faceup like the photos and he came out just like them.

* Did the item look like the sales pictures?
Yes. (Well, I did ask for him to look similar. :p )

* Were you satisfied with the product?
Yes.

My mother and sister were able to order an Ani for me before any of us really oriented ourselves with ordering dolls. If they were able to navigate through the process, knowing what I know now, I'm very impressed. However, this was back in early 2006.

 

* What did you order?-------Lishe, El Special, MNF Shushu
* When did you order?--------from late 2005-2007
* How was the communication?---------from good to very poor
* How easy was it to pay?---------easy with paypal, horrible with cc
* How long did it take to ship?----------quite fast, around 2-3 weeks after payment.
* Was the quality appropriate for the price, in your opinion?---------yes
* Did the item look like the sales pictures?----------yes for doll, no for face-up
* Were you satisfied with the product?--------from yes to very dissatisfied.
* If you weren't satisfied, how did the company solve your problem?I had a few problems, but the last one was my last order in Summer 2007. I placed 1st order, items were wrong, luts canceled order and payment. I ordered 2nd time but cc system keep messing up and luts gave me direct link to pay on 3rd order. ----------- a week or so later, i got charged for the canceled order, the order that did not go through and the one that luts made for me. My account showed one successful order, i got charged for 3. Contacted them via emial, no response. then on Q&A board, got copy and past responses and problems never solved. they keep telling me to contact my bank to resolve the problem instead of just refunding me for the two wrong charges. I told them to check their systems as quite a few others were getting charged more than once also, but they gave me the response saying my bank or cc have problems and i need to contact them.I eventually had to call my bank and cc, about 45 days later, after two filled chargeback/disputes, i got my money back. the successful order arrived way before i got my money back (since they are all permanent charges, not pending). Since then, i have not bough anything from them. I like their dolls but i would also like good service for how much i paid each time. ....I might buy the dolls second hand instead.

 

* What did you order?
Delf Lu-wen
* When did you order?
December 8, 2007, during Juri event
* How was the communication?
Super good. Only asked one question, it was answered a matter of hours later.
* How easy was it to pay?
Go Paypal!
* How long did it take to ship?
A little longer than I really expected -- about two and a half weeks for a blank doll. Not too bad though, given the fact that it was the start of the Juri event and I'm sure they were swamped. It got here in two days from posting out to landing in my PO box.
* Was the quality appropriate for the price, in your opinion?
Absolutely.
* Did the item look like the sales pictures?
More or less, given that it was WS and blank.
* Were you satisfied with the product?
Yes. The shipping spooked me a bit -- when he arrived he was curled up fetal in his box with his hands up -- but after trying to get him BACK in his box and realizing his knees didn't want to stay straight I can easily explain that away as he bumped and shifted in shipping.
* If you weren't satisfied, how did the company solve your problem?
N/A

 

* What did you order?

CP Dark Elf Soo
CP EL
CP Soo + Girl Body
KD Bory
ZuZu Fishercat

* When did you order?
8.30.05
12.01.05
12.09.06
6.24.07
12.01.07

* How was the communication?
Communication was always good maybe once or twice it took a bit for them to answer my message on Q & A But heck there was a lot of poeple asking question's

* How easy was it to pay?
Very easy I never once had a problem I used paypal till they got rid of it so I used my Debit card not one problem

* How long did it take to ship?*
2 weeks
1 Month
1 Month and 2 weeks
2 Months
1 Month

* Was the quality appropriate for the price, in your opinion?*
Yes

* Did the item look like the sales pictures?*
Yes and even better in real life ^^

* Were you satisfied with the product?*
Very much so I love all my dolls that I got from them

 

* What did you order?
Delf Dambi (without faceup)
* When did you order?
Dec 12 07
* How was the communication?
Very good. :3
* How easy was it to pay?
Very easy, through Paypal. (Not so much when I TRIED the credit card a few days before though.)
* How long did it take to ship?*
Very fast! I was surprised, they even shipped him out in ten days. (I was a little worried, hearing about all the people waiting for so long. ^^; ) I was due to arrive home on the 29th from IL--he got home before me! XD
* Was the quality appropriate for the price, in your opinion?*
Yes--although the unsanded seams bother me, they're quite bad. But I expected that, and can fix it myself of course. ^^; I just wish Luts did it haha
* Did the item look like the sales pictures?*
^_^ Yes~
* Were you satisfied with the product?*
Quite! I loveses him. And of course, the Juri head~

 

*What did you order?
Lu-Wen (split)
Dreaming Moon head with faceup
Samper Pants
16mm Medium Blue eyes
DW-104 for Delf (Cherry)
Juri Type A
* When did you order?
December 7th (8th in Korea)
* How was the communication?
Very good. At my request, Luts was kind enough to put my husband's Dreaming Moon head on the Lu-Wen body. I had also wanted them to put the blue eyes I bought in the head, but I confused them and they told me that I could not pick the color of the free eyes, so he came with Lu-Wen's eyes in his head.

Luts also kindly added some elastic to my order using store credit.

* How easy was it to pay?
Very easy. I used ShopSafe.
* How long did it take to ship?
31 Days
* Was the quality appropriate for the price, in your opinion?
Yes.
* Did the item look like the sales pictures?
~Lu-wen heads - Very nice, I hope my split partners enjoy them.

~Lu-wen body - Very nicely strung and I love the joint system.

~Dreaming Moon head with faceup - Faceup was a bit different, but in a good way. The lower lashes were slightly smokey and the colors were closer to the Moon Redemption's colors. Funny thing is we asked a year ago if we could get a Moon with simular colors to Redemption and we were told no. Lol!

~Scamper Pants - These were awesome. All the pockets are real!

~16mm Medium Blue eyes - Sadly these were darker in person. Still pretty, but I was hoping they would be closer in color to the site picutures.

~DW-104 for Delf (Cherry) ~ As I found out sadly after I had placed my order Cherry wigs are not the same color as site pictures! It is much closer to a natural redhead color.

~Juri Type A - He's so an Elf Moon!!!

* Were you satisfied with the product?
I know there are differences in color on monitors and actual product, but I feel that the Cherry wigs are a bit too different. Looks like my quest for a long red wig will continue.

 

What did you order?
Lu-Wen limited with the Juri A head....and some cleaning sponges xD

When did you order?
December 12th 2007

How was the communication?
I didn't really ask them anything, but I felt well informed about my doll's journey

How easy was it to pay?
Used Paypal within the event period, which was easy but the different email notice was confusing to understand to begin with. However, this was just an event thing, so I can't speak for paying in general.

How long did it take to ship?
Got here on the 3rd of January, so a little too late for Xmas but considering the event rush, quite quickly.

Was the quality appropriate for the price, in your opinion?
Very, my boys are beautiful and the free event head is a great bonus. (although it still would be nice to get a free wig xD)

Did the item look like the sales pictures?
Yes, I think he looks better than the sales pic. My Lu-Wen has this little smile that I didn't know the sculpt had, I adore him aesthetically even more than the sales picture doll.

Were you satisfied with the product?
Yes very, although the Juri A doesn't quite fit into what I had in mind.
I would order from them again as their dolls are so beautiful!

If you weren't satisfied, how did the company solve your problem?
N/A

 

What did you order?
Delf El-Special, some clothes, two wigs.
When did you order?
May 07
How was the communication?
Excellent, they were nice and quick with replies.
How easy was it to pay?
Very easy. Paypal went smoothly, no hitches.
How long did it take to ship?
Just about two weeks, with make-up on both heads. :3 I was so surprised.
Was the quality appropriate for the price, in your opinion?
100%, definitely.
Did the item look like the sales pictures?
Absolutely. They did the custom make-up I ordered, too, and both boys are lovely.
Were you satisfied with the product?
Absolutely.

What did you order?
Kid Delf Cherry Girl, a wig, one outfit.
When did you order?
Dec. 20th, '07
How was the communication?
Good, they answered my questions quickly.
How easy was it to pay?
Super-easy. It was just paypal, because it was during the event.
How long did it take to ship?
She arrived on Jan. 17th, '08, without make-up.
Was the quality appropriate for the price, in your opinion?
^^ Definitely.
Did the item look like the sales pictures?
She looks even better. The body poses amazingly, and she is absolutely adorable.
Were you satisfied with the product?
Yes, definitely. ^_^ The shoes they sent out for the event are SO cute.

 

What did you order?
SDF Dion
When did you order?
Aug 1st 2007
How was the communication?
They replied fast and they give me what I wanted ^o^
How easy was it to pay?
Very good. My payment was via credit card and it get confirmed right after I order.
How long did it take to ship?
About two weeks + I got my order shipped, it arrived 3 days after.
Was the quality appropriate for the price, in your opinion?
Yes. I buy from them because of the details they had in their products that I have seen.
Did the item look like the sales pictures?
He is even better in person then in sales pictures 33~
Were you satisfied with the product?
Yes I am. Though my Dion is a bit more squeaky then any of my friends' Luts doll, but that tight strung seems to make him pose even better. It does worry me SO much at first cuz I scared it will break him or scarred his parts..After few months owning him now, it seems that the squeaky gets lesser and things seems not so bad after all..

 

What did you order?
Kid Delf Ani (Girl) and some outfits
When did you order?
Jan. 4, 2008
How was the communication?
it took them about 2 days to answer my question...
How easy was it to pay?
i used paypal when they had it open for the event.
How long did it take to ship?
i waited for 6 long weeks and it got here in 3 days after they gave me notice
Was the quality appropriate for the price, in your opinion?
yes, she was beautiful and she was not damaged. the clothes were beautiful
Did the item look like the sales pictures?
she was very beautiful in person. and the clothes were beautiful and well made
Were you satisfied with the product?
yes! she poses great! she's a bit stiff and squeaky tho...