Bad experience with Lost Worlds

[mihai]

Sorry for this experience. Thanks for sharing it with us.
Who knows what changes in personnel/machinists caused this drop in quality... Maybe without orders in this difficult time he had to downsize... However I can't comprehend the attitude. You pay an arm and a leg for a jacket and you are on your own. Unbelievable.

Frankly I was thinking of ordering a 1500$ standard jacket(no customization) but seeing this... I won't anymore. It just freaks me out parting with so much money and get an ill fitting product. Not to mention quality issues and bad customer service.
I guess I'll stick to my existing jackets(quite a few...I barely remember some of them) and not take any chance with LW.
It's a shame since I ordered years ago a B-2 in and everything went smooth. Things changed perhaps. Now willing to find it out.

 

[Monitor]

Wow man sorry to hear that. Did you send them the pics and all? How can you refute the measured size, fit pics, stitching? Didnt carlos just get a new jacket based on a fit pic?

Emailing the photos of the shoddy stitching was the first thing I did. I was offered to return the jacket for an inspection which...

1) Didn't sound to me like they'd actually agree on a remake
2) I had to pay $80 - $100 for shipping back to the US

That would mean me having to drop another truckload of money on this jacket because of something that isn't my fault. I couldn't immediately agree to that, especially while not knowing what the outcome would be.

When I sent in the measurement pics the following day, I was told what I quoted above and was offered a base refund which is just as unacceptable.

Basically, every option I was given was setting me back $200 to $550, on top of what I had already spent on this jacket.

My last email went unanswered to this day.

 

[ton312]

The entire matter could’ve been resolved by LW emailing a postage paid return label, a promise to remake the jacket to spec and his assurance to absorb any customs fees. Imho anything less is piss poor customer service. This jacket has flaws. LW is a bunch of hype with little to back it up. I’ve owned my share. Yeah the heavy flat leather is cool and blah blah blah... I’m not saying they aren’t nice jackets. I’m also not saying I’d ever buy another one. Customer service counts. In some ways, it becomes more important than the finished product.
Everybody makes mistakes. People who can’t admit that are not worth dealing with. My biggest pet peeve is a person who can’t admit they were wrong. Horrible, insecure and weak personality trait.

 

[JMax]

Tough to sew thick leather, Stu says? Let him say it to all those manufacturers of stitch-perfect boots we see here on the TFL. That leather is often 8-oz, Stu. This is the lamest, intelligence-insulting excuse I have ever heard.

It is a lame excuse but not for the reason you seem to state (that LWs is incapable of working with that leather).

LW jackets normally are stitch perfect and tightly stitched. IMO, only the top Japanese brands and Thedi compare in that department. They should build Monitor one and stop dropping the ball. @Monitor i’d be interested to hear how this ultimately plays out.

 

[Monitor]

@Monitor i’d be interested to hear how this ultimately plays out.

It doesn't. LW stopped responding to me. The last email I sent to them was...

"Okay, so basically I can let go of $450 + the shipping expenses back and forth? And after I received a jacket with empty stitch holes and missed rows of stitching, all of which I ultimately decided to ignore, labeled 42 that's larger than a 44 that I have, after I asked multiple times in our previous exchange if the 42 will be smaller and was assured that the difference will be 2"?

I received a jacket labeled 42 that's bigger than the exact same jacket labeled 44. Am I to understand that's my fault somehow and no basis for a full refund?"

 

[dudewuttheheck]

Wow, this is a real shame. I'm really sorry all of this happened to you. Personally, I would not even be OK with the stitching issues given the price of the jacket and more importantly, the fact that Lost Worlds is capable of making world class jackets. My Aero had some imperfect stitching, but that wasn't a big deal to me because of the cost and expectations. With Lost Worlds, the expectations are different.

However, the sizing issues and customer service problems are even worse. It is quite clear that the sizing is off and it's their fault, not yours. The way you have been treated is also completely unacceptable. How could they not give you a full refund at the very least? They should be apologizing, admitting fault, and offering to make you a new jacket. They aren't even doing the bare minimum.

 

[JMax]

The entire matter could’ve been resolved by LW emailing a postage paid return label, a promise to remake the jacket to spec and his assurance to absorb any customs fees. Imho anything less is piss poor customer service. This jacket has flaws. LW is a bunch of hype with little to back it up. I’ve owned my share. Yeah the heavy flat leather is cool and blah blah blah... I’m not saying they aren’t nice jackets. I’m also not saying I’d ever buy another one. Customer service counts. In some ways, it becomes more important than the finished product.
Everybody makes mistakes. People who can’t admit that are not worth dealing with. My biggest pet peeve is a person who can’t admit they were wrong. Horrible, insecure and weak personality trait.

Definitely not a good look. Disappointing response, to put it mildly. That is one of my biggest pet peeves too. Fix it and carry on, it’s easier and better for business.

 

[draš katalenić]

It doesn't. LW stopped responding to me. The last email I sent to them was...

"Okay, so basically I can let go of $450 + the shipping expenses back and forth? And after I received a jacket with empty stitch holes and missed rows of stitching, all of which I ultimately decided to ignore, labeled 42 that's larger than a 44 that I have, after I asked multiple times in our previous exchange if the 42 will be smaller and was assured that the difference will be 2"?

I received a jacket labeled 42 that's bigger than the exact same jacket labeled 44. Am I to understand that's my fault somehow and no basis for a full refund?"

Really bad experience. Hope other members will learn something from this.

 

[ton312]

Definitely not a good look. Disappointing response, to put it mildly. That is one of my biggest pet peeves too. Fix it and carry on, it’s easier and better for business.

Exactly. LW can still sell this jacket off on eBay and profit from it, even with the flaws. . (As we all know he does). Stu is more than capable. We’ve all seen it. The CS is shit though. No excuse for that imho.

 

[Will Zach]

Based on this thread so far, LW lost $1500 worth of new orders, probably more. @Monitor deserves a full refund including shipping and duties; we'll see if LW cares.

 

[Blackadder]

Sorry to hear that. I sold my size 34 LW A-2 many years ago because it fits more like a size 38. I got it on their sale page and there is nothing wrong with it except that it is a "over-sized" 34. No actual measurement was given back then on the sale page, the jackets were merely listed as size 34. Well, I am glad I did not email them back then and it was just a $400 jacket.

 

[mtrlr]

Wow, really feeling for you, man. This sucks. I kept hearing rave reviews about LW, and almost put an order too. Glad I didn't, and probably won't for any foreseeable future.

Could we pin this thread as a warning to any new FL potential buyer?

 

[Hh121]

Probably he already got too many return request.

 

[Monitor]

Based on this thread so far, LW lost $1500 worth of new orders, probably more. @Monitor deserves a full refund including shipping and duties; we'll see if LW cares.

Ugh, but I don't want this to happen. That's the thing - the jackets are worth it.

Everyone frequenting this forum knows how happy I was with my first SD. I was in love with that jacket. I still can't think of any other maker I could readily recommend who would build you a better or maybe even equally good jacket. There's a reason why after all these years and all these jackets, I decided LW deserves my $2K. Could've gotten a Fine Creek or a RMC or anyone at all really for that kind of money ($500 extra wouldn't make much difference at this point) but I decided LW is it and this entire ordeal doesn't change my opinion about the quality of their product.

Don't hesitate to get your LW jackets just make sure to call, I guess.

 

[JMax]

Wow, really feeling for you, man. This sucks. I kept hearing rave reviews about LW, and almost put an order too. Glad I didn't, and probably won't for any foreseeable future.

Could we pin this thread as a warning to any new FL potential buyer?

Every maker would make the list.

 

[Bfd70]

Based on this thread so far, LW lost $1500 worth of new orders, probably more. @Monitor deserves a full refund including shipping and duties; we'll see if LW cares.

At least right? I’m guessing the proprietor isn’t a member here but should be familiar with TFL effect right? I’m sure guys posting pics here in wjaywt thread are responsible for more business than the lousy photos on the website.

This is another example why i think if possible otr is a much better way to go. Drop the dough. Get excited. Wait 6 weeks to 5 years only to have it show up and sort of fit. No thanks.

 

[handymike]

Sorry to read about this @Monitor. My fingers are crossed for a better outcome.

 

[HoosierDaddy]

Off the rack is not 'the way to go' for many of us longer arm and torso folks. I've had quite a few Aeros that were made dead on to my ordered 26 1/2" sleeve length and 26 1/2 " body length. None that 'sort of fit'. Same with Thedi. If you measure yourself correctly and sure of the fit you want, at least these two companies will deliver according to what numbers you send them. They always have for me. It's a shame that LW has such an attitude...but then again Stuart has always been prone to a condescending mood and will cut off communication if the customer or inquirer dares to use any critical comments.
HD

 

[Logician]

DISCLAIMER: This is an account of my experience purchasing from LW & in no way do I wish to question the quality of their product, which is superb. I still believe that they make some of the best leather gear around and this isn't to be taken into question.

I'll split this post into several parts so let's start with the ordering process...

PART 1...

You all know how impressed I was with my previous LW jacket. I'd rave about it often enough but since it was a 44 and I wear a sz. 40/42, I decided to treat myself to a remake, done entirely to my specifications. Loads of money but again, it's a great jacket to say the least.
This alone ought to tell you how highly I (used to) think of LW!

There had been enough talk about how off-putting communication with LW is and while I found the emailing to be a bit crude, it was... Well, for the better part serving the purpose.
However, things would get vague whenever I inquired about the sizing. Uncertain whether to go with a 40 or a 42, concrete sizing information was something I couldn't get a straight answer on and all my questions on the matter were either ignored or dismissed.

Ultimately, though, I was assured that the chest and the waist circumference on the 42 will be 2" smaller than on the size 44.

The jacket arrived four days ago. Inferior construction compared to my earlier jacket became apparent the moment I opened the box and it didn't take much examining to notice empty stitch holes, loose threads and an entire row of double stitching, where the machinist seem to have missed and decided to do another row right next to the first one because who cares.

Regardless of how big of a deal you find this to be, I promise you that my other LW is an absolutely perfectly made jacket - I'd rate the construction with a pure 10/10 - which is precisely what I believe I was buying.

Immediately & without even trying the jacket on, I emailed LW, asking what gives. The reply I received was these aren't holes but just indentations (so I'm a liar) and that it's difficult to work with heavy leather so errors such as this are to be expected (so I'm dumb).

In the following reply though, they offered to take the jacket back for an inspection though no guarantee of a remake/refund was mentioned.

I answered that I would sleep on it because this would mean wasting more money for the overseas shipping, possible import taxes, etc., all this for an outcome that was uncertain.

Some of the issues...

A very bad experience to say the least!

 

[El Marro]

I’m really sorry to hear this Monitor. Especially considering how excited you were to receive your new jacket from LW. I can only echo what some others have said and that I hope that Stuart decides to do the right thing here.
We all make mistakes but it is how you handle the mistake and what you do to resolve it that tells the rest of the world who you really are and what you stand for.