On 27/12/2023 Unreliable return service
Barely had I shared my experiences with the return policy at L. T. yesterday (29/01/2024) - one can read all below, - I received a friendly letter from customer service that the refund was imminent; coincidence? Whatever the case, it is incomprehensible that an outstanding fashion label like this should have such a flawed online service. In future, I might try to by L. T.'s very beautiful fashion elsewhere but no longer directly from the L.T. online shop.
On 27/12/2023 I sent the jersey dress Ludaria back by registered post from Flanders using the Belgian postal service Bpost. A month later, the amount to be refunded had still not arrived in my account. I then sent an e-mail to Luis Trenker's customer service department several times, each time attaching not only my proof of posting but also the proof of delivery - which, of course, is only received once it has been delivered and received (i.e. signed for). So someone at Werner Von Siemenstraat 18 did indeed have my parcel in their hands. At L.T., they insist they did not receive anything. This is not the first time I have sent something back by Belgian post, including last time by registered post, but although it took time to get my money then too, they eventually deposited it. But now I fear I've lost it for good this time. L.Trenker's return policy leaves much to be desired, is as far I am concerned unreliable and for that reason I will never order anything from this company again!
Reply from Luis Trenker
Dear Mr. Van Windekens,
thank you for taking your time to write your feedback. We sincerely apologize for the inconvenience and frustration you've experienced regarding the return of your jersey dress Ludaria and the subsequent reimbursement process. We understand the importance of a smooth return procedure, and we regret any inconvenience caused.
We have thoroughly checked your case and contacted our shipping partner, to resolve the situation. Moreover, we have taken care of this to address the issue, and want to inform you that the refund has now been processed and should reflect in your account shortly.
Your happiness is of the greatest importance to us and this way we would like to put things right. We thank you for your patience and understanding.
We would like to apologise again for any inconvenience caused and thank you for your feedback. We hope that we can regain your trust and serve you even better in the future.
Kind regards,
The Luis Trenker Team