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John Lobb Quality and Service?

post #1 of 7
Thread Starter 

A little over a month ago, I got my new pair of JL Campus suede loafers. After very moderate wear (I have worn them maybe 5-6 times), the back stitches are already coming apart!

 

I have tried to contact JL in the US, but they told me to contact the seller, as they only handle items that were purchased DIRECTLY from them. They were not even able to give me the email address of the factory.

 

I filled a contact request form on johnlobb.com -- still no response.

 

Does anyone know who I should contact? Is this normal at all?

 

So far, my impression is that the quality is substandard and the service is non-existent. This is not an R marked pair, and I would expect them to stand behind the quality of their shoes, especially for the price.

 

 

 

post #2 of 7

You could always contact the Factory Manager:

 

stephen.johnson@johnlobb.co.uk

post #3 of 7
Quote:
Originally Posted by danou View Post

A little over a month ago, I got my new pair of JL Campus suede loafers. After very moderate wear (I have worn them maybe 5-6 times), the back stitches are already coming apart!

I have tried to contact JL in the US, but they told me to contact the seller, as they only handle items that were purchased DIRECTLY from them. They were not even able to give me the email address of the factory.

I filled a contact request form on johnlobb.com -- still no response.

Does anyone know who I should contact? Is this normal at all?

So far, my impression is that the quality is substandard and the service is non-existent. This is not an R marked pair, and I would expect them to stand behind the quality of their shoes, especially for the price.





Why not contact the store you purchased them from? Assuming you did not buy them seconds from another individual.
The retailer may be able to contact Lobb for you.
post #4 of 7
Thread Starter 

No, they are not seconds.

 

Thanks for your replies - I bought them in England, but live in the US.

 

After several back-and-forth, the US store accepted to forward them to the factory... Let's see what the end result is, but this level of resistance (if generalized) is definitely tarnishing the experience.

 

These shoes are beautiful and fit like a glove, but hey, don't act like used car salesmen. Not for that price.

post #5 of 7
Quote:
Originally Posted by danou View Post

No, they are not seconds.

Thanks for your replies - I bought them in England, but live in the US.

After several back-and-forth, the US store accepted to forward them to the factory... Let's see what the end result is, but this level of resistance (if generalized) is definitely tarnishing the experience.

These shoes are beautiful and fit like a glove, but hey, don't act like used car salesmen. Not for that price.

You are right the service needs to match the price. I have always had good luck with them but always bought from US so never been in that situation.
What US store did you contact if you dont mind? There are several locations
post #6 of 7
Thread Starter 

Costa Mesa, CA.

post #7 of 7
Quote:
Originally Posted by danou View Post

Costa Mesa, CA.

Yea i think they handle the emails and orders via the US website so thats probably the store that would be the most likely to take care of the problem if shoes were not purchased from them directly
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