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Post by nucleusaccumbens on Jan 17, 2015 16:08:16 GMT -6
Hey everyone, given LD's recent increased workload and changes in the estimated delivery dates, a lot of us are unsure when to expect our deliveries. I hope the moderators will be OK with people discussing their order details here (and keeping them out of the reviews thread). I think it's a legitimate topic for the community to discuss, since this is affecting a large number of people, and LD's handling of this issue will shape the opinion of the brand for a long time.
I've tried chatting and emailing a couple times this week, but haven't received a response. I ordered back in early October November, and haven't heard anything since.
EDIT: Corrected my order time.
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Post by quick on Jan 17, 2015 16:10:49 GMT -6
Gee, I ordered in early Nov and I was expecting delivery within a week or two.
Sal told me 10 weeks from order date in late Dec but that likely wont happen.
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Post by dz00 on Jan 17, 2015 16:17:44 GMT -6
Early November new site order. Hoping for Valentine's Day delivery.
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Post by wdw on Jan 17, 2015 16:27:35 GMT -6
Early November for my first order and don't realistically expect a dispatch until mid-Feb at best.
No response to an email early this week, so things seem different now from even a couple of weeks ago.
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Post by goon on Jan 17, 2015 16:36:09 GMT -6
Ordered Nov 3rd, # in the mid 300s. Guessing Valentines Day as well.
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Post by Deleted on Jan 17, 2015 17:03:08 GMT -6
KS. July 2014. Seems like a write off at this point. LD custy service has gone dark. Tried reaching you. No phone, no email, no member messages. Are you breaking up with me? Dirty_Denim ? You here brother? SOS. No matter what, we can still be friends. I just want to know if I can ask that other denim out, she's been all over me like a cheap suit. |
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Post by Deleted on Jan 17, 2015 17:43:01 GMT -6
CS declining? Understandable that sewers are hard to find but not answering the phone is troubling. Sals instagram continues to be updated but much less activity here. Looks like they were in LA. They continue to put the cart in front of the horse.
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Post by Deleted on Jan 17, 2015 17:44:19 GMT -6
Ordered Oct 7th. Getting the "they are being worked on, will ship soon" status since November 7th when I first inquired.
In the months that followed, I was told "all old site orders are shipping now. We are starting cutting new site orders" Yeah, real vague.
Jan 6th-7th I was told "they are on the final stage, just need to get to quality control. Probably will ship late this week but to play it safe, lets say early next"
Thursday Jan 15th I was told "Your jeans are at the details station. There are just one or two little things to do and they will go to quality control which is a short pause. " and shipping promised to happen by Wednesday, January 21st.
Sal said he will 'look into it' but I haven't heard from him.
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Post by exophobe on Jan 17, 2015 18:28:59 GMT -6
For those of you emailing, are you sending the message from your account page? It makes it very easy for them to track the message and respond to you, since you have to select the order you're inquiring about. This doesn't help you KS and Old Site orders, though I still think it'd be best for Lawless to input those old orders into the new system, send a status update and "we f!@ked up" message, and then they can actually get these things under control as the shop is catching up. It's easier to run a business from the armchair than it is to actually run a business, though.
L.A. is all about getting on top of this monster they're in the early stages of wrangling. They have to put in energy there if they're going to handle the volume they are trying to drum up.
Finally, I sent a message from the new site about order 116 today (slightly concerned that 206 shipped) and it's cut, pending sewing apparently, but no estimate on delivery date. In other words, I got a response pretty quick using the method described above. I've also seen that chat has been available today -- for those of you worried that customer service has fallen off the planet.
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Post by Deleted on Jan 17, 2015 18:46:03 GMT -6
i can definitely understand the frustration, especially from those still waiting for KS orders. email responses to my own inquiries had slowed down, and then my KS order finally shipped...but then was eventually lost in transit. thankfully Sal and Roman saw what had happened and offered me a solution. they didn't have to do it, i'll never get what i actually ordered, and i'll have to wait some extra time...but i absolutely appreciate that they volunteered to help me out with a solution i'll ultimately be happy with. i don't think CS is absent...i think they're just buried. i think their crew is pretty lean and while i agree that some of the steps they're taking seem to be putting the cart before the horse...i have no doubt that they're doing the things that they think need to be done to right the ship...and i'll give them the benefit of the doubt that they know better than i do from 1700 miles away.
waiting sucks...but i'm sure everything will get sorted and lawless will be a go-to option for many of us after the dust settles.
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Post by jbreitenbucher on Jan 17, 2015 19:38:52 GMT -6
Did anyone see Sal's IG posts instagram.com/dirty_denim/ Regular updates would a very easy way to alleviate some of the frustration and Sal actually being in AZ so he can physically check on order status rather than rely on secondhand info will be good. As others have said they seem to have all been in LA this past week getting everything in line for another facility with 20 or so more sewers setup to decrease the lead time. One can only hope that CS returns to more of what people have come to expect and that more than 20-30 orders a week start going out. |
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Post by Deleted on Jan 17, 2015 19:56:49 GMT -6
jbreitenbucher it's good to see stacks of completed items ready to be shipped
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Post by Deleted on Jan 17, 2015 20:02:38 GMT -6
Did anyone see Sal's IG posts instagram.com/dirty_denim/ Regular updates would a very easy way to alleviate some of the frustration and Sal actually being in AZ so he can physically check on order status rather than rely on secondhand info will be good. As others have said they seem to have all been in LA this past week getting everything in line for another facility with 20 or so more sewers setup to decrease the lead time. One can only hope that CS returns to more of what people have come to expect and that more than 20-30 orders a week start going out. Maybe I just misread or didn't understand, but Sal does not live in AZ, he flies in from NY |
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Post by Deleted on Jan 17, 2015 20:10:53 GMT -6
They MAY become my go to after:
1- I receive my 3 orders
2- I'm very happy with the product
3- they are consistently meeting a schedule
4- they aren't running big sales just to raise capital
5- they offer products I want
We'll see!
I think the LA facility will be great for them, but it's a long term solution. If anything it will only have negative effect short term.
Also noticed on Instagram Sal using people's full proper names. I for one think it's uncool to do without their permission. (Maybe he has it?)
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Post by Deleted on Jan 17, 2015 20:13:59 GMT -6
Did anyone see Sal's IG posts instagram.com/dirty_denim/ Regular updates would a very easy way to alleviate some of the frustration and Sal actually being in AZ so he can physically check on order status rather than rely on secondhand info will be good. As others have said they seem to have all been in LA this past week getting everything in line for another facility with 20 or so more sewers setup to decrease the lead time. One can only hope that CS returns to more of what people have come to expect and that more than 20-30 orders a week start going out. Maybe I just misread or didn't understand, but Sal does not live in AZ, he flies in from NY i think he mentioned a relocation to az is the plan (and he's been in az/la for the last 2 weeks i believe) |
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Post by thenakeddenim on Jan 17, 2015 20:18:27 GMT -6
I placed my order on 14th Jan. But fruitless attempts to get hold of someone at LD. Finally created an account here to talk to Sal. But he has since gone silent. Waiting to get my orders refunded. I can't do business with a company that has no existence with CS. It's really bad.
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Post by exophobe on Jan 17, 2015 21:25:17 GMT -6
I placed my order on 14th Jan. But fruitless attempts to get hold of someone at LD. Finally created an account here to talk to Sal. But he has since gone silent. Waiting to get my orders refunded. I can't do business with a company that has no existence with CS. It's really bad. As in three days ago? I'd recommend sending it through your order status page if you haven't done that already. To be frank, if you're this upset about the process two business days in, you're probably better off with a cancellation anyway. |
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Post by Deleted on Jan 17, 2015 21:39:20 GMT -6
Dude, you placed to order 3 whole days ago lol. Half of the time between then and now has been weekend. What do you realistically expect from these guys? Should someone be manning the phone/CD email 24-7 waiting just for you to make inquiries?
There's "Bad CS" and then there's "Unrealistic customers with a ridiculously high sense of power and authority because they spent a few dollars" and lastly, there is "Customers who have taken a very high level of kindness, flexibility and individual service and ran too far with it". From my observation, most people's issues are some mixture of at least 2 of those 3 things.
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Post by gaseousclay on Jan 17, 2015 21:40:34 GMT -6
I placed my order on 14th Jan. But fruitless attempts to get hold of someone at LD. Finally created an account here to talk to Sal. But he has since gone silent. Waiting to get my orders refunded. I can't do business with a company that has no existence with CS. It's really bad. As in three days ago? I'd recommend sending it through your order status page if you haven't done that already. To be frank, if you're this upset about the process two business days in, you're probably better off with a cancellation anyway. That was my thought. The site specifically says it's an 8-10 week wait time. As to LD not being responsive, it could be many things. The way I look at it is most companies don't actively engage in the minutiae of details we hear from customers. I applaud Sal for trying to answer everyone's questions but he's not a robot and can't answer everyone all the time. I don't see Gustin answering everyone the way LD does, even the criticisms. |
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Post by noirkw on Jan 17, 2015 21:47:36 GMT -6
I placed my order on 14th Jan. But fruitless attempts to get hold of someone at LD. Finally created an account here to talk to Sal. But he has since gone silent. Waiting to get my orders refunded. I can't do business with a company that has no existence with CS. It's really bad. Why did you order in the first place when it's 8 to 10 weeks and 12-14 weeks realistically ? You're just wasting their time and making them put in the extra effort to cancel your order and refund when they could spent their time working on our! |
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Post by jbreitenbucher on Jan 17, 2015 21:49:36 GMT -6
Dude, you placed to order 3 whole days ago lol. Half of the time between then and now has been weekend. What do you realistically expect from these guys? Should someone be manning the phone/CD email 24-7 waiting just for you to make inquiries? There's "Bad CS" and then there's "Unrealistic customers with a ridiculously high sense of power and authority because they spent a few dollars" and lastly, there is "Customers who have taken a very high level of kindness, flexibility and individual service and ran too far with it". From my observation, most people's issues are some mixture of at least 2 of those 3 things. This is not Amazon, Zappos, L.L. Bean, etc. and I doubt it ever will be. So if anyone thinks CS is going to be like those companies then they need to stop immediately. It is completely unrealistic (It is certainly not unreasonable to want LD & CO to aspire to have CS like those companies). As far as I can tell they have three maybe four CS reps with Sal (just a guess based on names I've heard Jim, Laura, Sal, and a new person that Sal mentioned training when I was speaking to him this week) and I think the CS reps are pulling double duty (Laura is packing orders in addition to CS). This is really a small startup (I know they've been in business in AZ for a while, but what they are trying to do now is totally new to them) so that is kind of where I've set my expectation bar. |
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Post by thomasss on Jan 18, 2015 6:34:43 GMT -6
I ordered a jacket type 2 on old site, october the 26th... Haven't heard anything since.
Firts, i ordered a L and i changed in XL via mail.
As i heard some changes on old site wasn't made in production, i mailed them december the 31st to be sure the size is XL before sending it (I'm in France) as i knew almost everything should be sew from old site.
Just get an answer today (january the 18th) from Laura : she will check and keep in touch.
2 more orders on new site (november 3rd and 7th) : both are still in status "awaiting fullfilment".
here is my lawless status !!!
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Post by jbcoulier on Jan 18, 2015 7:32:28 GMT -6
Just my two cents: I called the shop two days ago and the information I got was that they were working on the new site orders around the 200s. The guy I spoke to (I didn't get his name, although he introduced himself – I was on a crappy Skype connection) was really helpful and honest. He told me that they are "swamped" with orders and that the 50% sales really overloaded them. But he also reassured me that the company will not stop until we are satisfied with the product. I placed an early November order, and he thought that mine should go into cutting in the next couple of weeks. I am still pretty stoked. I can understand some other people getting antsy, but I am still enjoying the ride. Call me crazy, but the products that HAVE been coming in have looked pretty cool and amazing for the price. Sure you gotta factor in wait time though.
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Post by Griffin on Jan 18, 2015 8:07:45 GMT -6
Sounds like the 12-14 is still working then if we get the early november orders done in a coupple of weeks, since we had xmas and newyear in between.
I actually got a notice on my 3d and newest order that is has been partially done. I think its the belt I put in there. This is a good thing since it might mean they are smart and if they have 1 or 2 persons there making belts they just go: -give us all beltorders and we will make them.
Dont know if Im right, but well see.
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Post by Deleted on Jan 18, 2015 9:12:25 GMT -6
I actually am not even convinced that 12-14 is even realistic given the accounts of many still waiting 15+ weeks later.
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