LUTS, How can I trust you again?

That's what the post started off with, but that wasn't her point throughout the post. I think you've misunderstood what she was trying to say. Her point was that she trusted Luts to do a good job with their dolls, but instead, recieved poor quality work and service which doubted her faith to Luts. (hence the subject of this post) She said that she considered herself naive for believing that Luts is still a good company with great service and quality as they continue to grow. Her experience plus her friend's experience has proven her wrong so far. She just wanted to inform people of this. Like I've said, it's a review of the company. If many people have gotten great experience, it wont actually stop people from buying.

Bread17: Have you posted this to Luts' site yet and made the post public? It will definitely make them do something if other customers see it.

 

wah...I'm really sorry to hear about this bad experience! I'm so in love with Luts dolls as well...but now I'd rather think twice before buying any!!! Thankx you so much for sharing!

 

I'm feel so sorry for you bread17, Luts should have much more responsibility than this for their products and customers.

It's so bad that they just avoid the problem they made.

 

bread>> you meant they still won't replace your mnf's wonky ankle with a proper replacement part??!!! that's horrible!! :0

 

bread>> that's terrible of them. D:< what was their reason??

 

ouch !

Very sorry to hear that. I hope this won't happend again thou.

 

I wasn't able to read the whole thread ... sorry if i say or ask something that was writen over and over before .. ^^"

I recieved my Lu-wen a few days ago .. this thread really shocked me ..
so i ran to my boy for checking everything again ..
i checked him very well after opening his boy .. but this made me kinda paranoid .. ^^ ..

What i was able to read was in every way correct ! ..
no matter that some ppl said one thing and the others the opposite one ..

sometimes you have to understand the ppl answering your questions a bit more ..
.. i'm working in the IT-Support-section .. and it's hard if you have to answer questions with problems you are not connected with ..
.. the ppl answering you are maybe not the same ones making the dolls, checking them or sending them out ! (exceptions can happen)
They are a group of ppl checking the website and only answering questions .. thats normal in a company
and i really belive that for this ppl it could be also hard to tell a customer what the company wants them to say ...
Sometimes i have to tell a customer too something i really don't want him/her to tell .. i wanna help them and don't want to leave them with a poor excuse .. but i can't .. because the company says that i have to give them a dissatisfieding answer ..
not answering a question is another thing .. and something that really shouldn't happen ..

You and your friend really had bad luck with your dolls .. that can happen ..
Luts are making so many dolls .. and the chance is big that from time to time such things happens ..

but i really support you by saying that it's not fair of them that you had to pay for only one lil' part .. that's really not a customer friendly service ..
especially because you can see that it can't be made by you ! .. no normal person is able to do THAT to a doll without leaving markes on the outside of the leg ! ...

i'm sorry for my bad english >.< ..

at the moment i'm not sure what to think about Luts ...
on one side ... i nerver had a problem with them ..
on the other side .. their service seems really bad ! ...
so .. what if something like this happens to me too ?!
.. would the service also be that bad ? or does everything will be fine ? ..

it's hard to say ... i hope that such things don't happen again

 

Hi Bread17 I moved this thread to Company Reviews and Feedback since it seems more appropriate there.

 

Did you send the pics to Luts, showing the inner part of your Shushu's leg?
After seeing that, and how the resine is uneven and thinner in some parts, it's easy to understand that the leg broke due to low quality manufacturing. They should have replaced the broken part for free!. Did you insist in stating that it wasn't your fault?
I LOVE CP dolls and will always love them. I had some little incidents in the past, but I've always found a solution, Luts was communicative and reasonable; I just had to insist a little... or getting rather boring, until they finally had to pay attention to me.

Latelly, the are making a lot of mistakes and their customer service is no longer as good as it used to be.
I absolutely avoid to buy something to them in event season, because they are overloaded with tons of orders and their service is far more deficient.
I hope they will return to their old way to do things and deal with their customers, elsewhere, their sales will drop: there are lots of other doll firms...

 

First f all I have to say I am very sorry for everyone here that has problems, huge problems, with broken dolls and stuff like that from luts.
But I would also like to point out that it isn't all bad. I bought my NaNuRi 07 and the eyes I ordered weren't with him. After some really fast emails they decided to give me the money of the eyes back into store credit as I asked for myself. Amazing service if you ask me.
So, I know it is horrible what happened to these dolls, but somehow I feel kinda bad about only saying Luts is horrible and has a bad service, cause they are not and helped me very fast and very well. How many dolls here on the forum are from luts, and how many have issues? If you take these into consideration you will see what I am trying to say. Luts dolls are not bad at all, just like with every company some come with problems. It could have happened everywhere and from every company. There are so many luts dolls here on DOA, how can luts be so terrible if almost half of the dolls here are from luts?

Again, I feel with you, and hope this will all be solved and your doll will be fixed.

 

^ Agreeing with Amaris here. It's awful what happened to you-and to others who've had trouble with Luts-no doubt about that, but so many people have received their dolls in excellent condition, it makes me a bit sad to see people say they're going to think twice about buying from Luts again because of incidents like these. So many dolls arrive perfectly, but you never hear about that.

Anyway, I hope the problems with your doll will be solved soon!

 

Not to start an argument, just commenting, so I hope I'm not shoving myself into this disagreement here by posting this...

But the reason why no one ever hears about all the dolls that arrive perfectly is because it's expected for all dolls to arrive in perfect condition. It's not something to take note of, because that's the standard: the products you buy should have no problems and no defects. I mean, for example, if you buy an oil painting online, you are expecting to get a perfect painting without any defects on it (i.e. scratches, extra pen marks on the painting, canvas tears, etc). You are NOT expecting an oil painting with a ripped canvas, or a chipped frame.

What I'm trying to say is, people don't (and shouldn't) have to post that they got a doll in perfect shape, because they're supposed to get one. If they don't, then they have every right to post a board about it, because it should not be happening, at least not at such a high frequency rate.

(Please note that I'm not blaming Luts in any way shape or form... mistakes happen all the time, and it's unavoidable. Although I guess their customer service could be a little bit better... and more responsive (only based on my experience though). )

 

Oh yeah! I almost forgot...

I don't think anyone should be telling bread17 to keep buying dolls from Luts, and brush off her experiences like that... I mean, it's perfectly fine if you love Luts and think they're totally awesome, but obviously she doesn't feel that way, and it's not right to be imposing your opinions on someone else and telling them that they shouldn't care about their own opinions because they aren't important.

I'm not directing this at anyone... but I've read a few posts that seem to be implying that her experiences with Luts are insignificant and she should still buy from Luts because it's a great company with gorgeous dolls... I might have interpreted these posts wrong, and I apologize in advance.

Please remember that I am not directing this at anyone, it's just a general comment... so please don't form a mob against me and plan a tarring and feathering against me...

 

I agree with iraelys...

All the "brand new" things we buy supposed to be in perfect condition. And if it's broken the company should always have the responsible to replace the broken item. I'm sure that no one will waste their money for such a defective product. Luts' way of treating costumers is against the business etiquette. They should treat each customers in the best way they can what ever the problem the customer complains they shouldn't have any doubts and just comply in customer's needs. Because if they continue to be like that they'll surely lose customers. And having this thread in here where their target market is, it'll sure affect their company and they should react on the positive way rather than criticizing the complainant.

 

I'll agree that Luts Q&A board is a bit patchy lately. I got a sleeping Chiwoo head a month or two ago and it didn't fit on the neck piece at all (I have other Luts dolls, and they all fitted OK, although my Nanuri was a bit tight). I posted to their Q&A and didn't get an answer - all the other questions around mine were answered. In the end I spent three hours sanding the inside to make it fit.

I was lucky because at least I could fix my problem myself.

 

bread>> normally i don't advocate this, but given their stance, and how they seem to have reacted well to pressure before, i would suggest just continually asking them about it. let them know that much as you're glad that they aren't blaming you for it, it's still a defect on their end (seeing as how they've tried to appease you with a replacement part that jsut as equally defective) and that as a customer, you are entitled to proper service, etc.

you could try emailing them as well.

i normally find people who continually nag and bother companies with little things rather childish and annoying, but in your case, i think you're fully justified. they seem to think that ignoring a problem will make it go away. which shouldn't be the case.

i still love the CP dolls and the service i've gotten from them, but i have to say that your experience is appalling. D:!!! and it's a genuine concern they should be looking to fix (both on your end and theirs).