Review Time
So far this has been my experience with purchasing my first pair of Lucchese boots. Keep in mind, this is a proud moment considering these are $1k boots. I tried placing my order on Feb 19,2023 but got distracted(price was $995 that day). Went back on February 20,2023 and the price had gone up by $200. Luckily the website sent me a message saying you left this in your cart at the $995 price. Kudos to them, after several calls-they did stay true to the $995 price. These boots are listed as in stock. They tell me they are experiencing higher than usual orders right now so shipping time is delayed. I am checking daily and still listed as "unfulfilled"on their website. These are $1k boots!! Fire whoever is in the fulfillment center and higher somebody else that is up to the task!!! If you intend to take this long to fulfill an order then please at least let your customer know what your turn time is.Stay tuned and I will update on how long it actually took as well as the quality of the boot and fit. I ordered the Russell boot in 10.5.The boots did arrive-however they look nothing like the pictured item on the Lucchese Bookmaker site. Fit and quality are good, but I am sending them back.
Wow the customer service is extremely unhelpful. I have never gotten such a run around from the call center to the email “support”. I was chatting via email with David and after my second email response received an email that stated “case closed” no personal response so response to my questions or concerns just “case closed”. The call center isn’t much better. They blamed my situation on my bank, then my shipping and billing address being entered incorrectly (they weren’t). All I’m trying to do is order boots!! This was my first experience with the company and I was so excited to get my first pair of their boots and have saved up for them. I think I’ll stick with other companies that are a fraction of the cost and actually care about their customers.
In November, I bought a pair of roper boots from the Lucchese web site. They arrived with a tear in the shank of one of the pair. I sent them back for warranty service. After a couple of weeks of not hearing from Lucchese I tried to contact the customer service department. After being disconnected several times and being put on hold several other times, I was told that no one would be available to look at my boots until January. After more phone calls and E-mails, I finally received this missive from Lucchese: "Hello, Ralph I was told your boots will be ready by 4/19-25/2023 Best Regards, David"
Worst customer service experience I’ve ever had. I can’t even believe it and to put everything in this post would take a long time. Lucchese’s customer service is pretty much non-existent. My Rudy boot sole came loose after 3 weeks. I’ve talked to 2 agents who both gave me no RMA, no procedure, no “I’m sorry that has happened”, but said email us a picture. They both said they’d look at it, get the boots back, then look again in person, then either fix or replace. They won’t even acknowledge they’ve received my requested email (have now sent twice). Looks like I’m stuck with defective boots. Goodbye Lucchese…moving on.
Placed the order on the boots on November 17th. Got no email back regarding the status of the order. Got on live chat last week and was told they would ship by the end of the week. A week later I called them. One told me they would be shipped soon. Another person said they were out of stock. They were very quick to take my money but couldn’t even send an email or anything to tell me they were out of stock. Had I not called I never would have known. The website still shows they are available. Absolutely terrible.
I ordered a custom pair of Lucchese boots in January. I made a special trip to Dallas, Tx for a prescheduled appointment only to arrive and be asked to comeback because the person I scheduled with has been transferred to a different store. I explained we had driven 6 hours for the appointment and the clerk / store manager reluctantly let us look at the boot selection. She said she would have to price the order and get with us over the next few weeks for pricing and that the manufacturing process would take about six to seven months. After weeks of no communication, I called the store to find out she was no longer with the company and my order had been lost. A few days later someone from that store called to review my order and took my payment. A few days later someone else from a different store called to confirm my order specifics and options that were never revealed by previous representatives. That brings me to current day (August 29) and I still do not have my boots! I have called and emailed Lucchese many times. A month ago I was told “we are experiencing shipment delays due to a system switch within the company. I apologize for the inconvenience and delay. I requested shipment updates today so I can get a clearer estimated delivery date. Our factory sadly fell behind in July. Our customs aren't shipped to us individually”. I’m so behind frustrated with Lucchese Bootmakers! Can they not individually ship out a $1,200 pair of custom boots when they are made? They have to be sent in a batch? Is shipping really an deal breaking issue? I have never experienced such bad communication from a reputable business in my life! Also I have never left a negative public review in my life but feel anyone considering ordering a custom pair of boots from Lucchese should think twice if this is how they do business!
Purchased a pair of roper boots. Took forever to receive them and customer service was atrocious and unresponsive. These also may be the most uncomfortable boots I’ve ever owned. Go with Justin’s or Ariats and save yourself the trouble.
I am excited to get the Lucchese Boots I ordered. When I placed the order on January 7, I picked a boot that was not available in my size (Custer - Cognac - 9). I was told "no worries we will make this a custom order and you should have it in 4-12 weeks". It is now mid-August, I have called many times and either get told I will get a call back (which never happens) or that they cannot give me an exact date yet. I was initially very excited to have a pair of Luccheses but at this point I am not sure if i should just get the $600 back? Love the boots just wish I could actually get them.
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