Review Time
Wow after reading all of the one-star reviews from the last year, Lucchese must be being managed and run by someone new. The reviews from a couple of years ago vs. this year are night and day. I ordered the Priscilla exotics and the first set of boots were scuffed and so I returned those thinking it was just a one- off. I also worked with David Cabral as a lot of these other unhappy clients did. The second set of boots arrived with a crushed ankle. Both of the Lucchese boxes were dusty when they arrived- dusty enough I had to take a damp cloth to it before I opened the box not wanting to ruin anything. I wish I could upload photos here. There is something fishy going on with this company. I think they are fulfilling online orders with outlet store bound merchandise. I’m not going to keep spending upwards of $2,000 to keep finding out though. It’s so heartbreaking because they could be such incredible pieces.
Twice since June of this year I have left a 1 star review for the boots on their website and twice, I’ve confirmed the review and they have NEVER once posted any of them! VI live in the UK, husband is from Houston and I searched for a year for the perfect cowboy boot. The bad omen started when it took them 3 weeks from placing the order and to them actually shipping them, which took so many calls and emails from myself and my husband, who works on an island off the coast of west Africa, to keep chasing them to find out what was going on! My husband bought these as a gift and what an awful nightmare. Laurelie NO.M4951-NA-B-6 was what came out on top for everything for me and the look of them. I knew that I would have to pay the $150 delivery charge via DHL. I have a shoe wardrobe filled with designer shoes and never once have I had to return any. When I received these, they were very badly made. The heel on these have a dancers Cuban heel! They are AWFUL! Nothing like heel that is advertised! The inner side of the heels angle inwards instead of outwards in the photos and make them a lot smaller than they should be…by centimetres! The inner heel should angle outwards and start after the boot seam..not my pair…they start way before the seam and make them like a dancers Cuban heel, quite literally! Awful to wear when I tried them as well, as the boot is far too top heavy for the size and narrowness of the heel and my ankles wobble all over the place, so very unsafe to any wearer, as they heal is far too narrow and short and stubby. I was told I could return them, but I would once again have to foot the delivery charge, even though it was a manufacturers fault and NOT MINE! I was in tears when I first saw them. When I finally managed to get hold of someone on the phone, I was in tears with them as well I emailed them all the photos and they did not once comment on how bad they or that there was anything wrong with them in comparison to what they had advertised. How could they get it so wrong?!? Even the person that was attaching or crafting that heel on the boot, must have realised!! They are very badly made. Not worth all the money they are asking for. The leather was Scuffed around the tops as well. They literally hide ALL their negative reviews because they are so bad to what they are actually shipping out to customers. I very much doubt the positive ones on their website are true/genuine comments actually made. These are now hiding in a corner in my shoe wardrobe, never to see the light of day ever again. My sister wouldn’t even take them as a gift as she said they look nothing like a cowboy boot and said the heel actually look deformed in comparison to what is advertised. Ugly is what she actually said, as well! Another reason I went for this company is that I’m actually half Italian. Most of my designer shoes are actually mostly made in Italy (red soled shoes, especially). Im sorry to say and you can just not compare these to that now, how they were when the company first started as they are in no way in the same league as what they think they are and nor longer made by Italians with the craftsmanship seen on on these boots. Shockingly, deceiving company and even more shockingly deceiving photos on their website and to their boots sold. You would have thought when they are sending any product out like these, especially more so, overseas to the UK, they would have at least checked them over because, if someone had of actually done that..they would have seen the heels were-not as they should have been and should never have been shipped or passed any type of quality control! Avoid this Company at at all costs! Literally! If I could upload the photos of what I have, I would, but there is no option to, which is very very disappointing. If you saw the before and after, or what you should receive and what you don’t actually get, you would see that as a great excuse as not to buy anything from them. I leant the hard way! Stay well clear!I’ve only done a couple of reviews on trust pilot in my life time, because I’ve had to use them rarely and only when companies like this, think they can get away with it and need to be genuinely told and warn the customers, they are selling products that’s shouldn’t be sold and is unfair, is when I get on here. Hiding r negative reviews on their website, and people have to come on trust pilot to share them Is a huge sign how much they are misleading customers.ALSO, notice that ‘Laura’ is only replying to only the ‘positive’ (if at all genuine) reviews and NEVER to any negative comments, which their are sooo many of, so still being ignored!I have managed to upload a picture of the heel and boot as my profile picture, so you can see how little the heel is, compared to what they have advertised!They also reported me to trustpilot, saying my review here was a scam! I had to send copies of my receipts! I was shocked.
There was a time when I loved Lucchese, they made a top quality, comfortable boot and had impeccable customer service. Those days are gone. With a recent purchase, I discovered that both quality of workmanship and customer service has deteriorated to a disgusting level. The boots were originally delivered in an unsatisfactory condition with damage to a heel. Emails and phone calls go unanswered. I arranged for an exchange on line, returned the original pair, sent an email asking when I could expect the replacement to be sent out. I did receive an email back on this, suggesting that I may need to wait up to two weeks after they receive the original pair back before they send a replacement. Follow up emails and phone calls again went unanswered. When I received the replacement pair, they were in a near similar condition as the first. SMH. I am completely saddened by how their quality and service had dropped. I will never order another pair from them, and I am sure Mr. Lucchese is rolling in his grave.
Purchased a caiman tail boots from them, $800 and right out of the box I noticed 3 defects. I wondered if they even had a quality assurance dept. I emailed customer service, explaining my concerns with pictures, and I was just another copy and paste customer. I expected a little more quality for the amount of money I sent. Please be cautious with them.
Purchased the Lucchese suede blue/rust stead boots. First the boots came in a filthy and damaged box. Not the shipping box but the Lucchese box itself. It looked like it’s been on a shelf in a dust storm for years.so much dust I could write with my finger in the dust .The boots themselves were scuffed,scratched,unevenly sewn seams,sloppy cuts all around the heels,dried stain drips,the leather shaft was deformed. The list goes on and on! When I Spent $700 on boots I expect much more!
This place is a joke. Their customer service is terrible and the boots are over priced for what they are. They aren't even comfortable. I ordered a pair of Celeste booties that were discontinued a few years ago through their custom site. I paid $1400 and waited 4 months for them to arrive. I wore them twice and the leather ripped. Lucchese had me send them in for inspection. I was told that they would need to be remade. This after emailing and calling them for 2 months. It has now been 8 months and my boots still haven't been made. I have to reach out to them every couple months to see what is going on because the promise to be made by dates keep changing and they don't update me. I have now had to request a refund since it's going on my third "they'll be ready to ship by the end of March" lie.
Rudy Smedley took great care of us from the time that we entered the store. We always ask for him as this is our third time buying from him. We purchased 2 pairs today and were so pleased with the customer service. Thank you for hiring such a great employee. We will return again and again.
I bought a beautiful pair of Luchese boots. I kept them in the box for a while before wearing them because of moving. When I wore them, they cut the right inside ankle. There is a sharp, protruding place on the seam at both inside ankles. I wrote Luchese, explained what happened, and sent them a picture of the boots and the sore on my ankle. I received a standard warranty reply and I contacted the customer service representative that wrote the reply to my second inquiry and said I wasn’t expecting a sharp, protruding place on boots as good as Luchese. When he asked if he could help me, I wrote a third email and asked if they could repair or pad the bad places in the seam. I told them I am a diabetic and can’t wear something that cuts my feet. The two sharp protruding seams can be easily felt. He didn’t answer my third email. Not what I expected from Luchese boots or their customer service.
I have purchased 19 pairs of Lucchese boots and have grown to absolutely loathe this company. Quality control is nearly non-existent, and then the people working there try to normalize it by using the excuse that it’s handmade. Handmade implies a certain level of attention to detail, but Lucchese uses it as an excuse to justify some of the sloppiest work I’ve seen in the industry. I have had boots with crooked heels, boots with leather dye on the outsoles, one with a miscut piece of decorative leather on the shaft that literally peeled off the first time I put the boot on… they cut the strip of leather, an inch too long, but stitched it like it was cut appropriately, and then glued the rest. I received one pair with lining material, bunched up inside, which create an unnatural crease in the top of the boot. Exotic hides almost never look as nice as the boots pictured on website. Heel and shaft lengths listed on the website are almost never accurate.Worst of all, to me anyway, is that Lucchese offers no apologies for their shortcomings, they have ridiculous warranty repair wait times and they simply don’t care how unfair it is to the customer. To me, it’s borderline insulting after spending so much with them. There are BETTER boots out there for half the money and they’re available from multiple manufacturers. Better construction, better lining materials, better people standing behind them. Lucchese does have some very cool and unique styles and that’s the only reason I bought so many. There’s absolutely nothing special about the fit or construction, and the company itself flat out sucks. They have had the same CEO for something like 25 years…this poor dinosaur of an executive is apparently still coming to terms with the advent of the internet, much less the idea that you can no longer get away with treating customers like dirt. And apparently their retailers aren’t treated much better.My advice to those who get screwed into waiting months for repair of boots you just bought: FILE A CHARGEBACK WITH YOUR CREDIT CARD ISSUER. Lucchese can have the most ridiculous terms they can come up with, but they’re bound to the credit card company’s terms when they take your money!
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