My opinion is this - we all know the risks of sending garments to India, and whether it is a careless factory worker or a careless shipping agent shouldn't be fundamental to the response. While it is unfortunate that moose's shirt was ruined, I'm sure he was aware that he was risking damage to his shirt when he sent it, even if Luxire's record so far has been strong. Accidents are inevitable.
Luxire, the complaints about these mishaps are only amplified by the lack of a clear policy about damage incurred while the shirt is in your possession, and while I think you handled the issue with integrity (the replacement shirt is a generous and appropriate response) I think you could have handled it more professionally by offering clearer communication. You turned a win into a loss by failing to send a clear message about what was going on and what you were doing to fix it.
I don't think Luxire's integrity is in question here, only their quality of communication.
You totally nailed my sentiment. The ultimate issue here is around communications. Whether or not the damage to my shirt was due to shipping or Luxire, they did try do the right thing by making me a replacement shirt. I just really would of liked to be keep in the loop, maybe given the chance to pick the fabric for my replacement shirt. Poor communications leads to poor perception and quite frankly some questions marks and speculation in my head to fill in the blanks.
Given the nature of the business that Luxire is in, i.e. provide full customization and online bespoke, I believe communications is even more important.