UNPROFESSIONAL, DISAPPOINTING and RUDE CUSTOMER SERVICE in the UK by a male Representative in Paris who is responsible for UK Customer Service. I ordered a print from LUMAS UK on 5th February to be delivered to my address in the UK. It seems that this print was shipped from Whitewall Media Germany to Avenso UK (and I can only assume this was then to be forwarded to me by Avenso upon arrival in the UK) and my email was added in error to the accompanying customs documents. Fedex started requesting various documents etc. via email from me. As the package was not addressed directly to me, I called LUMAS customer service on their UK number requesting their help in sorting this out with Fedex or with Whitewall Media (the shipper) and it was Paris taking the calls for the UK. After the call in which they confirmed they would cancel the order and reorder it for me, I subsequently received an email from the Customer Service Representative in question from Paris dismissing the issue and stating that it was basically my problem and I should sort it out with Fedex myself. To add insult to injury, he stated that I should ONLY contact him again if I had an problem with the quality of the print itself or if I don't receive the delivery. What unprofessional service from such a high-end organisation! I appreciate it was a small order (thankfully) but I have purchased a considerable number of larger and expensive prints from LUMAS over the years, mainly in Switzerland but also in the UK (without any issue with customs) and as a loyal customer who has invested considerably in LUMAS over many years, I am truly shocked and disappointed at the way I have now been treated by this Customer Service Representative. I can only assume such treatment derives from the fact that there might be additional custom charges to pay although purchased from a UK site to a delivery address in the UK? I tried to contact Whitewall Media but the email address on the customs form was invalid.During previous deliveries from LUMAS, I have never had to deal with any issues with Customs and imports.I am so upset by this treatment that this has taken any joy from my purchase to the extent that I am no longer interested in receiving it or placing any more orders and thus my review on this site. There is no other way to file a complaint with LUMAS other than going down the same route with the same Representative so as a customer you are completely in their hands as to whether they can be BOTHERED to help you or not (as in my case). I also did not receive any response to a subsequent email of mine to the Representative in question so was left completely in the dark as to what happens next. I have now requested that the order be cancelled. A true "let down" for the LUMAS company brand who otherwise deliver fabulous prints just by ONE extremely unhelpful and dismissive customer facing individual. I can only hope LUMAS UK takes steps to improve their Customer Service to ensure a better experience in the future.
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