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2026年2月9日

Hi Victoria,

Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience did not meet your expectations.

After carefully reviewing our communication with you, we would like to clarify the situation. After you reached out to us, our quality team reviewed your case and the photos you provided, and explained that the soles of this style are made from natural leather in a light, clear tone. Because of this, signs of wear, scuffs, or dirt can become visible more quickly — which is a natural characteristic of the material and does not indicate a manufacturing defect. Since the boots were confirmed as not defective, we did not suggest a repair by a cobbler.

Even though the item was confirmed as not defective, we still wanted to support you and ensure your satisfaction. For this reason, we issued you a store credit as a courtesy and explained the material characteristics in detail.

We’re truly sorry that this situation was disappointing, and this is not the experience we aim to provide. We always strive to be transparent about our materials and to support our customers in the best way possible.

Warm regards,
Larroudé Customer Service

larroude.com からの回答

2026年1月30日

Hi Christine,

We’re truly sorry to hear about your experience, and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

larroude.com からの回答

2026年2月6日 に更新

Hi Nancy,

We have just resent the email that was originally sent on Wednesday. Could you please check your inbox (and spam folder as well)? Let us know if you did not receive it and we will be happy to assist you further.

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We’re very sorry for the frustration this situation caused and truly appreciate you taking the time to share your experience.

We have reached out to you privately and are happy to confirm that this matter has already been resolved.

Thank you for your continued support and for being a loyal customer — it truly means a lot to us. We hope to have the opportunity to serve you again in the future.

Warmly,
The Larroudé Team

larroude.com からの回答

2026年1月27日

Hi Cali,

Thank you for bringing this to our attention, and please accept our sincere apologies. This experience is not reflective of the standards we hold ourselves to.

While suede is a delicate material and may show minor variations due to transportation, the condition you described does not align with what should be expected from a new product . We completely understand your frustration.

We also want to acknowledge that your initial support interaction did not correctly identify that, even for final sale items, any product received in damaged or compromised condition is eligible for resolution. We regret this oversight and apologize for the confusion it caused.

We would also like to confirm that your full refund has already been successfully processed. Depending on your bank or payment provider, it may take a few business days for the funds to reflect on your statement.

We truly appreciate you taking the time to share your feedback. It helps us refine our internal processes and ensure we deliver the level of quality and service our customers deserve.

Warmly,
Larroudé Team

larroude.com からの回答

2026年1月27日 に公開

Hi Cate,

We’re truly sorry for the long wait time you experienced and for any frustration this caused. We completely understand how valuable your time is, and this is not the experience we want for our customers.

After reviewing your case, we can confirm that our team has already resolved the issue with you. The concern was related to a perceived $10 shipping charge on your exchange order, and we were able to verify and clarify that no shipping fee was charged.

Your feedback is very important to us and helps us improve our service and response times.

Thank you for your patience, and please don’t hesitate to reach out if there’s anything else we can assist you with.

larroude.com からの回答

2026年1月27日

Hi, Kaitlin

Thank you for reaching out, and we appreciate the opportunity to clarify this for you.

We recently transitioned to a new communication platform, and during this change, any emails sent that did not receive a reply within the same email thread were automatically closed by the system. This is why your previous messages unfortunately did not receive a response, and we sincerely apologize for the confusion this caused.

Regarding your order, we’d also like to clarify the timeline. Your order was shipped on January 21st. The item purchased, the Inês Pump, was a pre-order, and as noted in your order confirmation email at the time of purchase, it was expected to ship in early February.

We’re happy to confirm that your order was actually shipped ahead of the originally communicated timeframe. In other words, there was no delay—your order was fulfilled according to, and even earlier than, the timeline shared during checkout.

We truly appreciate your patience and thank you for your understanding. If you need any additional assistance, please don’t hesitate to reply directly to this email so we can support you promptly.

Warmly,
Larroudé Team

larroude.com からの回答

2026年1月27日

Hi,

Thank you for reaching out and bringing this to our attention.

We would like to clarify that there was a situation related to FedEx in which we were informed that these charges would not be applied. Unfortunately, despite that confirmation, the fees were still charged.

Given this scenario, in order for us to move forward, we will need a copy of the charges received along with the corresponding order number. This information is essential for us to formally escalate the case to FedEx so they can review and remove the charges accordingly.

Without these two items—the charges and the order reference—we are unable to take action on our end.

Please feel free to reply here with your order number and the documentation, or contact us directly by sharing the email address used for the purchase so we can locate the order and assist you properly.

We appreciate your understanding and look forward to resolving this as quickly as possible.

Warmly,
Larroudé Team

larroude.com からの回答

2026年1月12日

Hi, Myra

We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

larroude.com からの回答

2026年1月12日

Hello, Jin

Thank you for sharing this. We’re truly sorry for the delay and for the experience you had.

Your order, placed on November 6, was affected by an unexpected production delay related to our quality-control process. While the intent was to ensure we did not ship anything that fell short of our standards, we recognize the impact this had on you — multiple revised ship dates and no shipment is unacceptable, and we apologize for the inconvenience and lack of reliability.

Regarding communication: our first email response is an automatic acknowledgment to confirm we received your message. After that, your inquiries were handled by members of our Customer Experience team. We understand how it may have felt otherwise, and we regret that the communication did not meet expectations.

As requested, your full refund was processed on January 10 to your original method of payment. Depending on your bank, it may take a short period to reflect on your statement.

We appreciate you bringing this to our attention, and we are reviewing both our production timelines and customer communication process to prevent this from happening again.

Warmly,
Larroudé Team

larroude.com からの回答

2026年1月8日

Hello,

Thank you for your message. We’d like to provide a clear and factual timeline to address the concerns raised.

You first contacted us on December 1, and our team replied by email on December 2. You responded the same day, and on December 3, we followed up with you again and provided the return label needed to move forward.

Today, you attempted to reach us by phone. We did miss the call at 12:31 PM, and we followed up shortly after at 1:08 PM via email. Every time you reached out, we responded and ensured the process continued without interruption.

As shared previously, we stand behind the quality of our shoes — all of our products are made with 100% genuine leather. You submitted two separate requests: one initially processed as a gift card (per your selection), which was later deactivated and refunded, and the second refunded directly to your original payment method.

We understand how frustrating this experience felt, but we want to be clear that you were supported through every step and every channel once you contacted us.

If there’s anything further we can assist with, we remain at your disposal.

Warmly,
Larroudé Team

larroude.com からの回答

2026年1月8日

Hi Jon,

Thank you for sharing your feedback — we’re truly sorry for the frustration this experience caused. We want to clarify what happened with full transparency.

At the beginning of the process, we offered a replacement, which is our standard first step when an issue is reported. At that time, a refund was absolutely an option as well, and we regret if that was not clearly communicated. Had we known you preferred a refund from the start, we would have proceeded that way immediately.

We shipped the replacement as quickly as possible, and unfortunately, due to a process failure, the second pair arrived with a defect. That is not acceptable and falls short of our quality standards. For this, we offer our sincere apologies.

To make this right, we removed all return-related fees and processed a full refund to your original form of payment. No store credit was imposed.

This case has been escalated internally, and corrective actions are already in place to prevent this from happening again. While we can’t change what happened, we can — and do — take responsibility for it.

We’re truly sorry this experience didn’t reflect the level of care and excellence we strive for at Larroudé.

Warmly,
Larroudé Team

larroude.com からの回答

2025年12月31日

Dear Todd,

Thank you so much for taking the time to share this incredibly thoughtful review. It truly means a lot to our team.

We know that online shopping can come with concerns—especially when it comes to fit—so hearing that your exchange experience was seamless and fast is exactly the standard we work hard to deliver. A 12-hour turnaround on a Saturday is no small feat, and we’re thrilled it made a difference for you.

Steph will be absolutely delighted to hear your kind words. She represents the level of care, ownership, and responsiveness we strive to bring to every interaction.

We also genuinely appreciate you addressing the broader conversation here. We take feedback seriously, learn from it, and continuously evolve—because great customer experience isn’t a moment, it’s a commitment.

Thank you for trusting Larroudé and for helping balance the narrative with your experience. We look forward to welcoming you back again soon.

Warmly,
Larroudé Team

larroude.com からの回答

2025年12月31日

Hi Amy,

Thank you for taking the time to share your experience. We’re genuinely sorry to hear that the Florencia boot did not meet your expectations, and we appreciate the opportunity to clarify a few important points for transparency.

First, we’d like to note that your order was not an international purchase. Larroudé is a U.S.-based company, and your order was shipped to California, which means it followed our domestic shipping and return policies, not international ones.

Regarding returns: your order included two promotional items, which were clearly marked at checkout as Exchange or Store Credit Only. While these items were not eligible for refunds, they were absolutely eligible for an exchange or store credit, and we would have been happy to assist with either option.

We’ve carefully reviewed our customer support records and, at this time, we do not see any contact from you under the email associated with this order. If you reached out using a different email address or phone number, we’d be glad to investigate further—our goal is always to help when given the opportunity.

We also want to clarify pricing for accuracy: the Florencia boot purchased was $275, not $500.

As for reviews on our website, all submissions go through a moderation process to ensure they meet platform guidelines (including verification and content standards). This process is not intended to suppress feedback, and we take product-related concerns seriously—especially those related to fit and comfort, which can vary by individual.
We’re sorry this experience was frustrating and didn’t meet your expectations. We value all feedback and continually review it to strengthen both our products and the overall customer experience.
Warmly,
Larroudé Team

larroude.com からの回答

2025年12月31日

Hi Sharon,

We’re sorry to hear this has been frustrating and that it felt like you didn’t receive support—this is never the experience we want for our customers.

After reviewing our records, we see that you emailed us on the 26th and received an automatic response confirming we had received your request. That message also explained that, if you needed to speak directly with one of our live agents, you could simply reply to that email. Additionally, since your request was for an exchange, the email included a direct link to complete the exchange through our self-service exchange platform, which is the fastest way to move forward.

We’re always here to help, and we truly regret any confusion around this process. If you still need assistance or would like us to review your exchange again, please feel free to reply to that original email so our team can assist you right away.

Warmly,
Larroudé Team

larroude.com からの回答

2025年12月23日

Dear Christine,

Thank you so much for taking the time to share this — we truly appreciate it. Hearing about your positive, problem-free experiences means a great deal to our team.

We’re especially grateful that you chose to add your voice to the conversation. As you mentioned, feedback is often driven by moments of frustration, so your perspective helps bring balance and gives a fuller picture of what many of our customers experience.

We’re delighted to know you’ve enjoyed both pairs of your Larroudé shoes and that they’ve met your expectations in comfort, style, and craftsmanship. Your confidence in ordering again is the greatest compliment we could receive.

Thank you again for your trust and support. We look forward to welcoming you back.

Warmly,
Larroudé Team

larroude.com からの回答

2025年12月23日 に更新

Hi Ac,
edit*
My sincere apologies for the delay. The order was temporarily held at customs, which caused the unexpected wait. Since you requested to cancel the order, we’ve gone ahead and waived the return fee as a courtesy.

Please note that we did respond to your email and let you know that if you needed further assistance, you could reply directly to continue the conversation. We also attempted to return two missed calls and followed up via email when we were unable to reach you.

If there’s anything else we can assist you with, we’re here and happy to help.
----------------------------------------------------------------------
We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

larroude.com からの回答

2025年12月17日

Hi, KM
We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

larroude.com からの回答

2025年12月8日

Hi Anne,

We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

larroude.com からの回答

2025年12月8日

Hi Kate,

We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

larroude.com からの回答

2025年12月17日

Hi Marianna,

We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team