Luxire Custom Clothing - Official Affiliate Thread

[ericgereghty]

I don't think it's very good when companies lie to those ordering from them. Surely, you see the problem with constantly lying to multiple people about what is going on. Thats atrocious business practice. I don't think people would be as angry if they just said we are having some delays and give a realistic time. Instead, they go "this week" for months.

This. 100%. Waiting 2-3 months for a product won't kill me. Waiting 2-3 months when a company tells me it will take 2 weeks, then 3 weeks, then 4 weeks, then silence, then 5 weeks, is a complete joke. Under promise, and over deliver is a very basic maxim of a competent customer managing business. This is precisely the opposite, and it needlessly engenders negative feelings where there really should be none.

I wouldn’t go as far as calling it lying as I think that does not capture the intent. I fully agree that they shouldn’t give an estimate and then (sometimes repeatedly) miss it. Very annoying and doesn’t help anyone. That being said I’ve personally accepted this flaw in their business. For people who get hung up on this, it’ll probably safe them a lot of frustration and look elsewhere.

I don't disagree that this is not good business practice, but as I'm sure you know, a lie is a statement with deliberate intent to deceive. Do you think that Luxire is being intentionally deceptive with these statements? And what makes you so sure? I would be careful about using the word "lie" without very good reason to do so. As Proleet said, I agree that missing self-imposed deadlines repeatedly is very annoying -- but after 3+ years of doing business with Luxire, I have come to accept that this is not likely to change very soon. Though Luxire has never failed to deliver excellent work (eventually), I have been hesitant to recommend Luxire to friends and relatives for this very reason, to be honest. I can recognize that what I'm willing to tolerate may not be tolerated by others.

Sorry, this is bogus. If they provide deadlines they know cannot possibly be achieved, then they know what they're saying is false. That is literally the definition of a lie. I can't see why one would need to approach a factual assessment with caution. If they do NOT know their deadlines are infeasible, that may well be even more problematic.
I see absolutely no good reason why a company shouldn't strive to improve upon all aspects of customer service. This should be a constant goal. "Deal with it" is a dreadful approach, and even more so when it is condoned by customers, and used to condemn other potential customers who take issue with it. Talk about the bigotry of low expectations. I love Luxire, and have no qualms with supporting them, but I simultaneously don't accept the notion that the status quo should remain the status quo simply because it's the status quo.

 

[breakaway01]

I see absolutely no good reason why a company shouldn't strive to improve upon all aspects of customer service. This should be a constant goal. "Deal with it" is a dreadful approach, and even more so when it is condoned by customers, and used to condemn other potential customers who take issue with it. Talk about the bigotry of low expectations. I love Luxire, and have no qualms with supporting them, but I simultaneously don't accept the notion that the status quo should remain the status quo simply because it's the status quo.

I don't see where I was condemning anyone in my response. And certainly you can expect/ask for better service. I think that is reasonable. My point is simply that I don't think things are likely to change soon based on the fact that this has been going on for a few years and people have been saying the same thing about their breaking deadlines. Poor service does not always equate to intentionally deceptive service but I guess we'll just have to disagree on whether this rises to the level of "lying" or not.

In any case, if you don't wish to accept the status quo then your only real option as a consumer is to stop doing business with Luxire. And yet you still have "no qualms with supporting them". I guess I really don't understand what action you recommend taking about the status quo other than complaining on StyleForum. Which you have every right to do, but this is no different than what has already been said numerous times.

 

[brokencycle]

@luxire I'm not getting responses to emails about my order from Thanksgiving. I'd like to get it before winter is over here and I can't wear the flannel items.

 

[Proleet]

This. 100%. Waiting 2-3 months for a product won't kill me. Waiting 2-3 months when a company tells me it will take 2 weeks, then 3 weeks, then 4 weeks, then silence, then 5 weeks, is a complete joke. Under promise, and over deliver is a very basic maxim of a competent customer managing business. This is precisely the opposite, and it needlessly engenders negative feelings where there really should be none.



Sorry, this is bogus. If they provide deadlines they know cannot possibly be achieved, then they know what they're saying is false. That is literally the definition of a lie. I can't see why one would need to approach a factual assessment with caution. If they do NOT know their deadlines are infeasible, that may well be even more problematic.
I see absolutely no good reason why a company shouldn't strive to improve upon all aspects of customer service. This should be a constant goal. "Deal with it" is a dreadful approach, and even more so when it is condoned by customers, and used to condemn other potential customers who take issue with it. Talk about the bigotry of low expectations. I love Luxire, and have no qualms with supporting them, but I simultaneously don't accept the notion that the status quo should remain the status quo simply because it's the status quo.

Not saying you’re wrong but Having worked in and with a lot of different cultures gives me a more nuanced perspective.

 

[luxire]

A large number of orders do get fulfilled within a week of order being placed. Some do get delayed too.

We have been fulfilling the Presto orders in 2 days flat. One big reason is that the orders are not complex.

There a lot of pieces to the puzzle. What we do is quite unique, I do not know if any other company in the world is doing it. It has its own complexities. We are constantly at work to make things better. We do see improvements at times and sometimes they just bomb.

We will keep working on it. We would rather see people discussing the quality and appreciate our hard work in making these garments instead of just cribbing about delays.

 

[luxire]

@LuxireStudio
Can I get a reply to my message and my email please? At least tell me what's going on, I've literally received no communication since last year, and my PM hasn't been answered. Is my order even in a queue? Can I at least get an updated estimate?

The LuxireStudio handle does not usually respond to PMs. Could not find an email from you that has not been responded to.
Have left a message for the style specialist who works on your orders.

 

[luxire]

@luxire I'm not getting responses to emails about my order from Thanksgiving. I'd like to get it before winter is over here and I can't wear the flannel items.

Sent you a PM.

 

[luxire]

....
I see absolutely no good reason why a company shouldn't strive to improve upon all aspects of customer service. This should be a constant goal. "Deal with it" is a dreadful approach, and even more so when it is condoned by customers, and used to condemn other potential customers who take issue with it. Talk about the bigotry of low expectations. I love Luxire, and have no qualms with supporting them, but I simultaneously don't accept the notion that the status quo should remain the status quo simply because it's the status quo.

One thing that is not there is the acceptance of status quo. After christmas, the whole non-tailoring team is working on finding long-term solutions to these problems of delays.
The order-sheet generation, probably the biggest reason for delays, is being revamped. We are also adding more people to the team.
For order status, an automation software is in testing now.

 

[brokencycle]

Sent you a PM.

Thanks. To be clear, I didn't send my email until closer to Christmas, so most of the delay is my fault. I just didn't want to leave the impression that I haven't heard anything for two months.

 

[Isolation]

The LuxireStudio handle does not usually respond to PMs. Could not find an email from you that has not been responded to.
Have left a message for the style specialist who works on your orders.

I made an order and sent instructions for 3 jackets on the 7th of December then an update on the 13th that has still not been replied to.

I also received this email on the 5th of December following aforementioned order in October and me asking for an update due not not having heard anything since then (October, that is).

“We would like to express our sincere apologies for the delay in response.
As we are occupied handling all the order request from our latest sale, we will be requiring an additional 2-3 days in hands to attend to your concerns.”

But never actually received an update, ever, much less 2-3 days. That was the only email I had received since October.

 

[Don L]

My December 15th order just shipped. Good correspondence throughout. Answered every inquiry.

 

[Xune]

order just shipped

Same for my order from 15th and 25th November! Can't wait to receive them after that wait.

 

[SimonC]

(Wonders if Luxire is actually secretly a PyschD candidate’s thesis project)

 

[Sneaky Pete]

This. 100%. Waiting 2-3 months for a product won't kill me. Waiting 2-3 months when a company tells me it will take 2 weeks, then 3 weeks, then 4 weeks, then silence, then 5 weeks, is a complete joke. Under promise, and over deliver is a very basic maxim of a competent customer managing business. This is precisely the opposite, and it needlessly engenders negative feelings where there really should be none.



Sorry, this is bogus. If they provide deadlines they know cannot possibly be achieved, then they know what they're saying is false. That is literally the definition of a lie. I can't see why one would need to approach a factual assessment with caution. If they do NOT know their deadlines are infeasible, that may well be even more problematic.
I see absolutely no good reason why a company shouldn't strive to improve upon all aspects of customer service. This should be a constant goal. "Deal with it" is a dreadful approach, and even more so when it is condoned by customers, and used to condemn other potential customers who take issue with it. Talk about the bigotry of low expectations. I love Luxire, and have no qualms with supporting them, but I simultaneously don't accept the notion that the status quo should remain the status quo simply because it's the status quo.

I completely agree with under-promise and over-deliver, and that Luxire sometimes does the opposite. There is no excuse and I am not making one. However, I don't think it's quite as black and white as "they are lying". The people answering the emails may not have proper communication with the people making the clothing, and give an estimate or hoped-for (rather than accurate) status. I don't think it's a deliberate attempt to deceive, but I suspect a combination of a misplaced desire to not offend plus some incompetence and poor internal communication. My expectations are accordingly reduced. The quality of the goods so far has been good, and that price and quality not everything is going to be perfect.

 

[ericgereghty]

I don't see where I was condemning anyone in my response. And certainly you can expect/ask for better service. I think that is reasonable. My point is simply that I don't think things are likely to change soon based on the fact that this has been going on for a few years and people have been saying the same thing about their breaking deadlines. Poor service does not always equate to intentionally deceptive service but I guess we'll just have to disagree on whether this rises to the level of "lying" or not.

In any case, if you don't wish to accept the status quo then your only real option as a consumer is to stop doing business with Luxire. And yet you still have "no qualms with supporting them". I guess I really don't understand what action you recommend taking about the status quo other than complaining on StyleForum. Which you have every right to do, but this is no different than what has already been said numerous times.

I think it all boils down to malice. No, I don't believe there's any malice in it, but it's not honest, however you slice it. For what it's worth, the "condemn" bit wasn't leveled at you, just a springboard to the general sentiment when I see people gripe about the issue. Obviously, this doesn't include the absurd "complaints" from some, which deserve all the ridicule.
It isn't problematic enough to remove my business entirely, but there is some loss to be had when customers may abstain from purchases because of the issues mentioned here. Holding feet to the fire, especially on an influential forum like SF (I think for the menswear crowd, that's a fair assessment), can have its benefits.

Not saying you’re wrong but Having worked in and with a lot of different cultures gives me a more nuanced perspective.

I HATE to go with something that could be attributed to a MAGA mindset, but I don't really abide the cultural differences. Business practices ought to transcend them, in my opinion.

One thing that is not there is the acceptance of status quo. After christmas, the whole non-tailoring team is working on finding long-term solutions to these problems of delays.
The order-sheet generation, probably the biggest reason for delays, is being revamped. We are also adding more people to the team.
For order status, an automation software is in testing now.

This is awesome to hear! Onward and upward!

I completely agree with under-promise and over-deliver, and that Luxire sometimes does the opposite. There is no excuse and I am not making one. However, I don't think it's quite as black and white as "they are lying". The people answering the emails may not have proper communication with the people making the clothing, and give an estimate or hoped-for (rather than accurate) status. I don't think it's a deliberate attempt to deceive, but I suspect a combination of a misplaced desire to not offend plus some incompetence and poor internal communication. My expectations are accordingly reduced. The quality of the goods so far has been good, and that price and quality not everything is going to be perfect.

That's fair. Like I said above, I doubt there's real malice about it, and the "by the definition" post is (slightly tongue in cheek) most definitely a black and white reading of it. At the end of the day, I'd just love to see realistic wait periods given. It isn't the waiting for me. Assuming we don't wind up waiting 6-12 months for a shirt or pants, I think many would have no issue with it. I for one think 2-3 weeks from order to arriving at my door is insanely impressive, so if that were to "fall" off to ~6-8 weeks, I'd have zero issue with it. Just about properly calibrating expectations.