Bad experience with Lost Worlds

[Harris HTM]

or my integrity just to buy a nice jacket

Isn't it ironic that certain manufacturers get bashed to the bone here due to our "high moral values" (to the point that members with new jackets from them hesitate to post fit pics), however others who use the word "feminine" to a derogatory way get nothing but praise?

 

[red devil]

Isn't it ironic that certain manufacturers get bashed to the bone here due to our "high moral values" (to the point that members with new jackets from them hesitate to post fit pics), however others who use the word "feminine" to a derogatory way get nothing but praise?

This is another issue, different people bash or praise different makers. I personally would prefer if we only focused on the product instead of the "politics" as that would make everything cleaner. If you want to discuss this further, which makers are you thinking of specifically?

 

[Harris HTM]

This is another issue, different people bash or praise different makers. I personally would prefer if we only focused on the product instead of the "politics" as that would make everything cleaner. If you want to discuss this further, which makers are you thinking of specifically?

I totally agree we shouldn't derail the thread with "politics" and remain on the issue of the OP: the customer service. Feel free to PM me, we can discuss this further.

 

[Bfd70]

1.The text on the LW site is so hyperbolic I’ve always taken it as tongue in cheek schtik.

2. The errors on the jacket are disappointing but not exclusive to LW. As stated for every one bad example there are several good.

3. The initial excuses were disappointing. Horse beaten enough.

4. The current lack of response is troublesome, but perhaps we shouldn’t jump to conclusions. It’s a small outfit and we are in an era where people are taking quite sick.

Nine pages in 4 days. Feels like time to let the thread set sale. I for one want more good news in my life right now.

 

[Carlos840]

To me the end result doesn’t justify the struggle with customer support.

You may get an amazing jacket from other makers too but I wouldn’t tolerate being called homophobic slurs, sexist slurs, treated like a pussy, not being manly enough, not recognising mistakes, not acknowledging a **** up but the maker, not owning up to paying return when it’s their own fault,etc.

You can’t diminish the importance of Quality Control and then Customer Support.

I personally wouldn’t sacrifice my rights as a customer or my integrity just to buy a nice jacket but that’s just me. I’d rather take my money somewhere else. That’s why I go to passionate makers which are friendly, do top work and have a good customer support in case something slips QC.

The fact that we aren’t even surprised that someone can be treated the way that Monitor has been treated says a lot about the Customer Support of Lost Worlds. They should have looked at the pictures, own their mistakes, refund the whole price or offer a remake and pay for return shipping. Any other solution is just not good enough and is very bad customer support regardless of how many great jackets they’ve made before.

The jacket posted clearly shouldn't have been shipped, i am not arguing that, but T&C clearly state:

F) RETURNS/EXCHANGES SHIPPING COSTS: Customer pays all Shipping Charges.

As much as i feel sorry for Monitor, you can't refuse to follow the rules and then get angry when you don't get what you want. Sending the jacket back to Stuart kept the door open to try to resolve the matter. Refusing to do so closes that door.

Attacking his product, and comparing it to "hot leathers" was IMO not a great way to start a conversation, especially knowing Stuart and how he works.
If you need something from someone don't start by disparaging their life work and then expect them to bend over backwards for you...

 

[Mich486]

Is this turning into Bill Kelso 2.0? Lol

 

[dannyk]

If I had to guess, @Monitor was just very upset about how the jacket turned out and had an emotional visceral response that has now gone on too long. The shipping is one thing. But I have to believe, Monitor was in love with his LW, knew Stuart and his team have consistently turned out amazing products. He had a grail end game level jacket coming in his mind. But what he received was by any standard unacceptable but especially for a maker who’s entire site says they are the best and you should expect nothing less of perfection from them. Combine their own hyperbole, his excitement and expectation it fell way short short. I don’t blame him for feeling that way at all. Then again shipping/money aside it was the attitude their response contained. Completely dismissive and demeaning to someone who knows their stuff. It shouldn’t matter if the person is a newbie or someone obsessed like us. Treat all customers the same. But he knows his stuff and knew it wasn’t right and they treated it like a joke. I think some focusing on the money or Stuart himself have missed the mark a bit. Also Monitor has tried to keep it civil saying go ahead and order don’t call or email and make a scene. Still expect greatness if you do order. He’s upset, I understand and think he has every right to be. On the other hand the money spent, the shipping, LW policy is another thing completely. Monitor I’m sorry but yeah you knew and should have expected that part. But like he said this is his most expensive purchase and where he lives money doesn’t grow on trees, shipping hurts. Now I’ve rambled on much to long and my 2 cents doesn’t effect this situation at all. I’m bored at work and doing my Office Space zoning out and got side tracked into this. I apologize‍

 

[Harris HTM]

Is this a typo or a reference to the jacket?
Ofcourse I'm kidding!

 

[dannyk]

Is this a typo or a reference to the jacket?
Ofcourse I'm kidding!

Hhahaha on my phone it was a laughing emoji...somewhere in translation that got lost. But as you said actually a perfect equivalent to the jacket!

 

[Monitor]

@Carlos840 , aight, aside the fact that didn't actually get what I wanted, hence all this, but theoretically speaking, how is this preventing any maker from infinitely sending me shoddy products & demanding I pay all the shipping charges back and forth?

That is literally how those scam eBay sellers operate.

As for the Hot Leathers bit. That may have been uncalled for, I agree (tho Hot Leathers doesn't make a bad jacket at all) but you're making it sound like I needed a favor from LW. I didn't need anything from them other than what I paid for. With the money earned from my life's work. May not be as noble but ces't la vie.

I'm not going to argue over this tho with people I consider friends. You got a batch of perfect jackets and that's fine. I got that one off, an exception to the rule, and that's perfecly fine too. I won't lose any sleep over it, LW won't lose any customers in the long run plus this is as good of a marketing as any and they'll further tighten the QC. All good!

 

[l0fielectronic]

Monitor I think you've been nothing but gracious to LW and their products in this thread. To me this kind of customer service in this kind of niche area is both odd and unforgivable.

If it were a one off then I could understand the people wanting to give them the benefit of the doubt but, from my memory, every couple of years here is a similar story about this company and their brand of customer service.

As to the terms on the website, I wouldn't expect to have to pay to return either faulty goods or goods that weren't as described, here in the UK its consumer law that the seller/manufacturer has to cover that cost if the mistake is theirs. Understand legally that may be different in the US but at the same time, I would not expect to have to pay for another companies mistake, be it a $20 item or a $2000 one.

Happy you've managed to resolve things here without the companies help anyway and sorry you didn't get the jacket you wanted and paid for.

 

[red devil]

Monitor I think you've been nothing but gracious to LW and their products in this thread. To me this kind of customer service in this kind of niche area is both odd and unforgivable.

If it were a one off then I could understand the people wanting to give them the benefit of the doubt but, from my memory, every couple of years here is a similar story about this company and their brand of customer service.

As to the terms on the website, I wouldn't expect to have to pay to return either faulty goods or goods that weren't as described, here in the UK its consumer law that the seller/manufacturer has to cover that cost if the mistake is theirs. Understand legally that may be different in the US but at the same time, I would not expect to have to pay for another companies mistake, be it a $20 item or a $2000 one.

Happy you've managed to resolve things here without the companies help anyway and sorry you didn't get the jacket you wanted and paid for.

As you said buying accross continents makes things much more complicated, it is very different from Amazon and free returns. That being said, I am not sure Amazon global would give you the same returns than the UK site does (haven't ordered anything from them).

 

[Imuricecreamman]

I find this whole scenario pretty absurd from a CS standpoint. If you can hold a customer hostage with "we'll offer you a base price refund/we might not refund you at all" and either lose out on money, the jacket or both. I'd say paying 2 grand for that privilege makes LW the P.T Barnum of the leather (fetish) industry.