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25 Jun 2014 - 13:05114320
WARNING: Lucaille Wigs
Hi guys, I'm posting this as a warning about the website lucaille.com or the taboao seller Lucaille - It might be worth saying that the wigs from Lucaille are of good quality as I ordered from them before, however their customer service is really terrible.

I don’t want to waffle on too long but basically, I spent roughly around £35 on wigs with Lucaille that did not arrive. I ordered them on the 24th of APRIL hoping they would come in time for Expo but they didn't, and they are still not here

I informed them of the missing wigs after about 30 days in good faith via emails, and the seller claimed gmail problems and protests causing delays. At the time, I wasn't aware of the 45 day paypal period to claim but I believed I could wait because there were legitimate problems in China with the post (other parcels I ordered from ebay at that time were late too, though I got refunds on them).

However, Lucaille immediately stopped responding to my emails as soon as 45 days were up. When I tried to claim, I couldn't. I rarely order through paypal so I wasn't aware of the limitation, but it seems to me now that they were quite deliberately scamming me out of my money, or simply no longer cared about me as I couldn’t do anything to them any more.

I continued pestering them for a reply and threatened going to social media, and this is their latest response since those threats. They refused to refund the full amount so I asked for a shipping refund.



I cannot do a credit card or bank chargeback as I paid with funds I earned from commissions, which were already stored in paypal. Not being able to claim back is certainly a mistake on my part, but now the best I can do is warn people that this is their idea of customer service, so that you can avoid or be more wary around this shop from now on.


25 Jun 2014 - 16:22114326
Oh wow.

I'm sorry to hear about this, and I'm glad you warned us all of this problem.

I really don't know what to say. I genuenly feel sorry for you.


25 Jun 2014 - 17:12114327
Sorry to hear this, it is really appalling on their part. At least your now know fo future reference about the paypal claims procedure (hopefully though you won't need to again!). Thanks for the heads up though, its good to know not to use them.


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27 Jun 2014 - 12:43114350
This is really, really unusual. I've ordered from them a few times and never had any problems, but I usually use an agent through Taobao so they'd sort out any problems if any arose.

It's a shame you can't really do anything about it at this point, but you now know about paypal and it's safety nets if people try to fob you off. Sometimes you do need to set up a dispute rather than give the benefit of the doubt as it can be easy cancelled if things do turn up - be it a company or an individual as a seller.


28 Jun 2014 - 03:21114359
Not knowing about the deadline and claim process really threw me off and is entirely my fault, I suppose - though paypal doesn't make it particularly easy. Whenever I order from ebay I always open a claim as soon as the time limit is nearing, but I very rarely order from an independent seller like this, so I didn't know there even was a process or what to do until someone suggested it.

Additionally - no, I didn't order through their taobao shopfront, so no agents were intervening or sorting out problems on my behalf. I ordered through their international shop and used the email they provide there to communicate with them directly. Perhaps if you order through taobao they take a better tone but if you ever have to deal with them in this way do be careful.

I have ordered from Lucaille in the past with minor problems (they sent the wrong wig / the wigs I ordered were not in stock/had been discontinued, etc.) , but these also left me slightly disgruntled as they are very inflexible when it comes to sorting things out with their customers, to their detriment.



Last edited by gomimushi (28 Jun 2014 - 03:23)
05 Jul 2014 - 21:26114500
Edited:

Okay, I thought that I might be in the same situation as I hadn't heard from them about an order I made over a month ago. But it seems that they actually refunded me already, they just hadn't bothered to inform me of that fact, haha...

I'm sorry about what happened to you. Thanks a lot for the heads up though, I've seen great reviews for their wigs but considering this and my own experience it's not worth the hassle.



Last edited by Coulvre (05 Jul 2014 - 21:34)
13 Jul 2014 - 09:07114636
If you paid with your visa card or whatever debit/credit through paypal then ask the bank to do a chargeback (upto 110 days)
Tell them you haven't recieved it.

Or take the company to a small claims court, or just email the company and tell them they will have to attend.

hopefully that'll scare them


13 Jul 2014 - 19:49114639
Quote Coulvre:
Edited:

Okay, I thought that I might be in the same situation as I hadn't heard from them about an order I made over a month ago. But it seems that they actually refunded me already, they just hadn't bothered to inform me of that fact, haha...

I'm sorry about what happened to you. Thanks a lot for the heads up though, I've seen great reviews for their wigs but considering this and my own experience it's not worth the hassle.


Wow, I'm so glad you managed to get a refund! That's already a step up from my experience, though I'm sorry you had problems with them as well - I agree that the wigs themselves are generally pretty good but for all this trouble it really isn't worth it any more i think. D:

Quote philip1982:
If you paid with your visa card or whatever debit/credit through paypal then ask the bank to do a chargeback (upto 110 days)
Tell them you haven't recieved it.

Or take the company to a small claims court, or just email the company and tell them they will have to attend.

hopefully that'll scare them


As I said in my OP post, I cannot do a credit card or bank chargeback as I paid with funds which were already stored in my paypal balance, so no bank or credit card companies are involved.

Secondly, as far as I know, small claims courts in the UK do not handle claims that fall under international jurisdiction. The seller is in China so I can't bring a claim under UK law without a lot of hassle! Legal work is time consuming and expensive, too.. I don't think I can afford that right now.

All I want to do at the moment is let people know about my experience so that they are warned not to order from Lucaille, or if they order, they are aware of the possible problems.


17 Jul 2014 - 05:27114739
Lesson to be learned!
Firstly I wish to thank you for making people aware of the risks of buying from this seller.

Now, I am going to potentially upset people.

However, I want add something to this;

What you have described is a potential risk of purchasing ANYTHING from China (or indeed, outside the UK). In future, I would recommend that ANYONE remember the following when ordering from China:

If you do not use an insured postage option, it is ENTIRELY at your peril if the package gets lost, delayed, or damaged. You ARE given that option, but if you chose to forgo it in favour of saving money and the you lose your items or they get held up, it is ultimately YOUR FAULT that you are now out of pocket.

If you are offered the choice to insure, and it's something you NEED and you WILL NOT HAVE TIME TO REPLACE IT IF THERE IS A DELAY, **INSURE IT!** Do not run the risk!

Alternatively, order your items AT LEAST 2 MONTHS AHEAD OF DEADLINE.
By doing this, you are ensuring you have ample time to allow for any delays or needed changes to items without causing yourself major stress and ending up with nothing to work with.

PLANNING PLANNING PLANNING!

It IS a huge shame when this happens, and believe me, it has happened to EVERY costumer at some point in their time doing this hobby. However, it is avoidable by simply INSURING POSTAGE and ORDERING EARLY.

I mean not to upset anyone, but to simply impart a little 'old woman wisdom'. I would add this is also relevant to ANY commissioned items, too. ALWAYS allow plenty of extra time for mishaps!

Much Love,
x



Last edited by Gender Confused Cloud (17 Jul 2014 - 05:30)
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