The Lacy Bra レビュー 1,395

The Lacy Bra からの回答

2022年4月24日

Hi Shelley,

Thank you for taking a few moments to provide feedback.

My name is Paula and I am a customer support supervisor. I just wanted to apologize on behalf of our company for all the trouble we caused you.

We clearly mishandled your case, it could have been resolved so much easier. We are working to improve our processes so that our customers don't have to go through the same frustrating experience that I see you did.

I am not very familiar with your particular situation, but I would be happy to take a closer look and find a way to resolve the issue.

Please contact me directly at paula@thelacybra.com. I will be more than happy to personally assist you.


Best,

Paula

The Lacy Bra からの回答

2022年5月9日

Hello Dianne,

Thank you for providing feedback!

We are delighted to hear that your replacement has come and that you are pleased with your new bra.

Customer satisfaction is very important to us, which is why we do everything we can to provide the best products.

Thank you for choosing to do your shopping with us!

We hope to see you at our shop again soon.

Best,
Paula

The Lacy Bra からの回答

2022年5月9日 に更新

Hello Sian,

Thank you for sharing your feedback!

I am glad to hear that you are enjoying your Lacy Bra. It is our goal to stand out from other brands.

Customer Satisfaction is very important to us and that is why we give all our best to develop high-quality and comfortable bras that our customers love.

Thank you for choosing to shop with us!

We look forward to seeing you back at our shop soon.

Best,
Paula

The Lacy Bra からの回答

2022年4月16日

Hello Jennifer,

Thank you so much for taking a few minutes to leave us a review!

I am really sorry to hear that the bra we sent you was not the right size for you. And that due to stock issues, it was not possible to get a replacement. Please accept our sincere apologies for all the trouble we have caused you.

As for our return policy, it is truly the customer's responsibility to pay for the return. Our European return center is indeed located in Slovakia. We would love to have a return center in every country we ship to, but since we ship our products to three continents, that would be almost impossible to do at this stage of our development.

That said, I understand that you are unhappy with the options you have been offered, and I can very much see your point. I would like to have the opportunity to find a solution that is satisfactory to you. Please contact me at paula@thelacybra.com, and I will be happy to assist you.

Best,

Paula

The Lacy Bra からの回答

2022年4月16日

Hello Denise,

Thank you for taking a few moments to leave us a review!

It seems you had quite an unpleasant experience with our company. I am so sorry to learn that we have disappointed you so badly. Please accept our sincerest apologies and give us a chance to sort this out together!

Regarding returns, indeed, our return center for European customers is located in Slovakia, and the cost of the return shipping is always the customer's responsibility. We would love to set up a return center in every country we ship to; however, given that we ship our products to three continents, it would be nearly impossible to do that at this stage.

I’m not sure what exactly happened and why your returned package was sent back to your address, but I will definitely have this investigated and make sure it doesn’t happen again in the future.

Nonetheless, I understand how frustrating this whole experience must have been for you, and all I want right now is to find a way to make it right.

Please reach out to me directly at paula@thelacybra.com. I will be more than happy to offer you a better alternative.

Best,

Paula

The Lacy Bra からの回答

2022年4月16日

Hello Lady,

Thank you for bringing this situation to our attention.

I understand how frustrating it must be for you to contact us and not receive a response. Please accept our sincere apologies.

My name is Paula and I am a customer support supervisor. I am not sure exactly what happened and why you did not receive a response, but I can certainly do some research and find out what went wrong here.

Again, please contact me directly at paula@thelacybra.com and include your order number and name. I would like to get to the bottom of this and provide you with a satisfactory solution, regardless of what the initial problem may have been.

I look forward to hearing from you!

Best,

Paula

The Lacy Bra からの回答

2022年4月13日

Hi Ken,

Thank you for taking a moment to describe your experience with our company!

I understand that shopping with us has turned out to be quite disappointing. We have to admit that we were not adequately prepared for the ever-increasing volume of orders. As a result, processing orders for some models has taken longer than usual.

As a general rule, it takes about 10-15 days for an order to be delivered. This is the timeline that we usually provide our customers. However, despite our best efforts, exceptions may occur. Our shipping partners have also not had an easy time in recent months.

I understand very well how frustrating this whole situation must be for you, especially since you mentioned that you did not receive any useful information to find out what was going on with your order.

I'm not sure if you decided to get a refund via PayPal in the end, but if you haven't been able to get a refund, or if you still want your order, please reach out to me directly at paula@thelacybra.com, and I will be more than happy to speed up the process for you.

Best,

Paula

The Lacy Bra からの回答

2022年4月11日

Hallo Danielle,

Dank u voor uw feedback!
 
Het spijt me vreselijk om te horen dat de producten die u hebt ontvangen anders passen, hoewel u duidelijk dezelfde maat en hetzelfde model hebt besteld. Dat is onaanvaardbaar!

En om het nog erger te maken, bleek het veel moeilijker dan het had moeten zijn om onze klantenservice te bereiken. Gelieve onze oprechte verontschuldigingen te aanvaarden.
 
Mijn naam is Paula, en ik ben de Supervisor van de Klantenondersteuning. Ik ben niet bekend met uw specifieke situatie, maar mijn team en ik kunnen zeker wat onderzoek doen om erachter te komen wat hier mis is gegaan.

Neem alstublieft rechtstreeks contact met mij op via paula@thelacybra.com. Ik wil dit tot op de bodem uitzoeken en u een bevredigende oplossing bieden.

Ik kijk ernaar uit om van u te horen!

Het beste,

Paula

The Lacy Bra からの回答

2022年4月16日

Hello Lisa,

Thank you so much for taking the time to write a review!

I am very sorry to hear that the bra we sent you was not the right size for you.

We always offer free exchanges and would be happy to send you a better-fitting bra at no additional cost to you. And rest assured, you won't have to go through the hassle of sending the item back either. You can keep the bra that you have already received.

However, if you would like to return the product instead and receive a full refund, you can do that as well.

In fact, our European return center is located in Slovakia. We would love to set up a return center in every country we ship to, but since we ship our products to three continents, that would be nearly impossible to do at this point.

I am not sure exactly what happened and why the address was not recognized, but I would be happy to investigate this further and make sure we find a satisfactory solution for you.

Please contact me directly at paula@thelacybra.com, and I will be happy to assist you further.

Best regards,
Paula

The Lacy Bra からの回答

2022年4月11日 に更新

Hello Kate,

Thank you for taking a few minutes to share your experience!

We wish to extend our sincerest apologies concerning the issues that you have faced.

Unfortunately, despite our best efforts, shipping was very slow due to the global circumstances we all know about. We have made some changes in this department and hope that things will improve soon.

I also understand that trying to speak to a Customer Support agent turned out to be a much more difficult task than it should have been. We are actually working on simplifying our procedures and hiring and training more people so that customers don't have to wait this long.

Nonetheless, I’m happy to hear that you got your money back. If there is anything else we can help you with, please feel free to contact me directly at paula@thelacybra.com. I’d be more than happy to assist you myself.

Best,

Paula