Lunss Couture Reviews 200

Reply from Lunss Couture

Jan 7, 2020

Sorry for the unhappy design experience on LUNSS. We checked your customization communications with our designer. All the details of your design were well checked and confirmed by you before production. We are sorry that you don't like the result so much. We offered alteration option. Please do understand that if there is extra fabric cost during alteration, we will charge for it at reasonable price. If you insist to cancel order, full refund is not available because this is a customized item, which was made by following your requirements. We state the details in our Return Policy.
https://www.lunss.com/doc/return
We've processed the refund after getting your confirmation on 31st Dec.2019. We will keep your dress for three months. If you change your mind, please feel free to contact your designer.
Thank you for your kind understanding.

Reply from Lunss Couture

Nov 8, 2019

We are sorry for your misunderstanding.
We have been running Lunss.com for more than 9 years, and concentrating on dress customization. Here are dresses designed and made by us, which will come exactly the same as shown.
https://www.lunss.com/dresses
And in our gallery, there are many beautiful photos for your design inspiration, which is stated in each page. And our designers always check all details with customers before production to make sure to reach their ideal result.
https://www.lunss.com/gallery
Thank you.

Reply from Lunss Couture

Oct 10, 2019

We are sorry for your unhappy design experience on Lunss. Your four reviews here are highly valued, and we checked your whole design communications with our designer.
You received your order on 19th Aug. 2019, and contacted us the first time for after-sale service on 13th Sep. 2019, which was after you gave us the first review on Trustpolit on 3rd Sep.2019. According to our Return Policy, returns must be initiated within 3 days after your order is delivered. Please do kindly check Return Policy before doing any shopping for better understanding, and contact seller first before giving any negative judgment. We always understand how important a wedding gown is for a bride-to-be, and understood how you feel when you don’t like the design result, so our designer had been checking the dress issue with great patience, and tried our best to solve the problem. We do believe you can see this from your customization page, which recorded all the communications. We don’t publish it here for protecting your privacy.
Even though our designer has explained quite well to you on your customization page and partial refund has been processed, here we summarize and explain it again.
1. Issue you mentioned on review on 3rd Sep on Trustpolit
a. Zipper is broken - we checked your feedback photos that the zipper is not broken. The invisible zipper might get stuck a little bit at portion with thick fabrics like waistline. Please get help to zipper it up when putting on the dress. We put on the dress on mannequin for QC and it was in good condition, otherwise we couldn’t send you the finished dress photos before shipping.
You complained about the zipper is not invisible in the later communication with our designer. Here we attach a link to explain to you what the invisible zipper is. You can see we did use invisible zipper on your dress.
https://www.google.com/search?q=invisible+zipper&rlz=1C1SQJL_zh-CNUS799US799&oq=invisible+zipper&aqs=chrome..69i57j0l5.2845j0j8&sourceid=chrome&ie=UTF-8
b. Your parcel was wrapped with tape - as we explained that this is an international air transportation, we had to wrap the parcel to reduce the shipping fee since the parcel volume will affect the shipping cost. Most online buyers wouldn’t like to pay shipping fee over hundreds of dollars only for a nice package. We do understand there might be some customers attach great importance to the packaging, we will consider about adding an optional choice of a shipping method with better package, this shipping method will be much more expensive then.

2. Your second review on Trustpolit about no Reply from us on 14th Sep.
Your first contact to our designer was on 13th Sep. Your designer was on leave, and you can see her working status on the customization page. She replied you on 16th Sep. We always require designers to keep their working status updated on customization page to let their customers know if they are available. We do feel sorry to keep you waiting. Please kindly understand we don’t have 24 hours service for the moment. Our working time is also listed on footer of our website. If you have customization order, our designers always reply in 24 hours in their working days.

3. Your third review on Trustpolit on 17th Sep.
a. No reply – our designer replied you on 16th Sep after she came back to work. Here we explain it again, we state in our website about our working time and designer’s working status on customization page. We normally response in 24 hours in our working time.
b. Our designer Tansy is refusing to acknowledge that my dress is completely ruined without saying sorry – we checked her replies about the issue. She had been very polite and professional during the whole process. She has been our ace designer who has serviced more than thousands of customers with many great works. We do understand how angry and upsetting about the design result. All our designers have to communicate with many customers every day. Designing process and checking the issue of the finished dresses are complicated work. We require them to give the best patience to all customers, and at the meantime, we do hope the customers they are serving could be more understanding and coordinated, because a perfect design came out based on the both parties.
c. We asked for video to show us the size issue – you ordered this customized dress in standard size US 8. We did make the dress in standard size US 8. And we showed you the photos of finished dress on our mannequin in size US 8 for your confirmation before shipping. If we made the wrong size, the dress for sure couldn’t be put on the size US 8 mannequin. A video to show your designer how you measured yourself, and show how the finished dress looks on you will help your designer to figure out where the problem is. Otherwise we can’t tell anything with one front photo of the dress on you. We always would like to solve the problem in your favor. But this need your kind coorperation. Venting spite can’t solve any problem, do you?
d. Some strings and few unsewn lace – we checked there are only few on these, and they are very easy to be solved. We offered options for you that you could either ship it back, we fix them for you, we cover the shipping cost, or you get it solved by your local tailor, we will pay for a certain amount of alteration fee. We do feel sorry for this, and will require our QC personnel to be more careful on checking this before packaging.
e. Cheap material – if you know fabric knowledge better, take the dress to your local tailor, or go to your local bridal shops to have a comparison with their gowns over 1000 dollars, your will know your dress materials are not cheap at all. We have been running this customization business for more than 9 years with great success for reason – WE NEVER USE CHEAP FABRICS. For a customized wedding gown with private designer serving and great quality fabrics, 459USD is the price you would never get from your local bridal shops or designers. You paid 528USD total for your order, of which the customized dress costs only 459USD, the extra 69USD is the rush service fee you paid for shortening production time.

We didn’t get any required feedback video and how the dress looks like on you on the back, but we still offered you 20% of refund of your dress cost, and you agreed to take the refund, and we’ve processed the refund on 23rd Sep. 2019. We do believe you’ve already received the refund.


4. Your 4th review on Trustpolit on 7th Oct.
This is the review after you agreed to take the refund and close the case.
We noticed that you kept bringing up new “problems” even you agreed to close the case. We do hope this is not a malicious to mislead our potential customers. We don't rule out any possibilities to publish your customization page here to show where the true problem is even we don’t want to bring things there.
Dress color is not ivory – Different fabrics present ivory color with slight difference. We have color choice of Pure White (fabrics get blenched in a professional sense, normally high-end lace fabrics not available in pure white) and Ivory. Here we insert a google link for your better knowing about the White and Ivory color of chiffon fabric. Your dress was mainly made of chiffon, organza and lace fabric. As we explained, lace we use is always in ivory color, blenched white lace is not available and is very rare in fabric market. There is no chance for us to make your dress in White lace.
https://www.google.com/search?rlz=1C1SQJL_zh-CNUS799US799&biw=1535&bih=695&tbm=isch&sxsrf=ACYBGNR_FuZI6KoKsLOLz0YZMBU0r_ao9g%3A1570679577589&sa=1&ei=GaueXcrHI8KU-gSR5IyQDQ&q=white+and+ivory+chiffon+fabric+comparison&oq=white+and+ivory+chiffon+fabric+comparison&gs_l=img.3...27824.28082..28503...0.0..0.259.505.2-2......0....1j2..gws-wiz-img.HIe59eCd1RA&ved=0ahUKEwiKuJyy5ZDlAhVCip4KHREyA9IQ4dUDCAc&uact=5#imgrc=_

Thank you.

Reply from Lunss Couture

Oct 10, 2019

We are sorry for the unhappy design experience on Lunss.com
We checked your design communications with our designer. Your provided measurements for the dress were not correct. Please do measure your body by following our measuring guide strictly. This is very important for getting a well-fit dress.
https://www.lunss.com/how-to-measure
Your dress was made with your custom size, rather than standard size. Your measurements are across size US 8 (hip line), US 12 ( bust ), US 14 (waist line). We can only present you the dress on our standard mannequin US 8. It can't be put on to US 12 or 14. We believe it is very easy to understand.
We remade the dress with your new measurements only charging half price of the dress. We do sincerely hope it fits you well and you are satisfied with the new dress.
If you check any other famous brands on Trustpolit, there are always some negative reviews. No matter good or negative reviews, we highly value and appreciate all voices about us, and never make fraud.
Thank you.