Lucchese Bootmaker Avis 1 706

I ordered a pair of boots over a month ago. From the start, the experience has been incredibly frustrating. I initially received incorrect order confirmation details, and when the boots finally arrived, they were too small. I wanted to exchange them for the correct size.
Your online customer service is essentially nonexistent, so I had to call in to request the exchange. I was told an exchange would be processed. While I did receive a return label, I never received any confirmation that the replacement pair was shipped.
Since then, I have sent two emails and followed up with another phone call, with no resolution. Given the premium prices you charge, this level of customer service is unacceptable.
It also appears that only one person is handling customer inquiries—the same individual answers every time, displays no urgency or customer service etiquette, and provides no clear information.
If your business is not properly set up to support e‑commerce orders and exchanges, you should not be selling through your website. At this point, I am out $1,000 and still have no idea what the status of my order or exchange is. This ordeal has been going on since end of February!

Lucchese, in my opinion is a company of very questionable repute. I mistakenly ordered a pair of boots online. Within minutes of receiving confirmation that I had placed an order, I requested cancellation of the order. I received no response until the arrival date of the boots. The response advised that the boots had shipped and that I could initiate a return through their returns portal. Well, the returns portal is disabled. I have called Customer Service, left 2 messages, and no response! My next action is to contest the charge with my credit card company. Avoid Lucchese like the plague!

I returned a pair of Exotics boots, $4,995, and after 2 months I’m still waiting from my credit. Don’t purchase from Lucchese, a terrible company. All marketing and no resolution for the customer. Lucchese quality blows.

Buy Chisos boots, the very best in boot making and customer service.

I called from Massachusetts to the Lucchese Store in Charlotte, NC. an INCREDIBLE young lady named Marcie answered the call and took every second she could to help me locate a Lucchese boot that I very much wanted but could not find on the Lucchese website. This young lady went FAR FAR above and beyond to help me find the boot that I wanted that I searched for several days before but was told it was out of stock. Marcie just took the football and ran with it. Great Customer service in this country today is tough to come by and most still do not get it. Marcie has it and did everything and more to find the boots and hook me up. She should be in the top management side for Lucchese. Its people Like Marcie that make buying quality detailed exotic boots a true and fun experience. THANK YOU MARCIE AND LUCCHESE CHARLOTTE, NC!!!!!!!

Bought my first pair of Lucchese boots from their San Antonio location. Dayle made this a wonderful experience, especially since I bought them sight unseen living in DFW. She was very professional and made this experience first class as you would expect from Lucchese.Upon opening my package, I smelled the beautiful aroma of quality leather. The craftsmanship was excellent. These will last a lifetime as workbooks as I do take great care of all my leather products from shoes to saddles. Thank you Dayle for your guidance in sizing and expedited delivery. Janet Burzlaff

Julian has been super helpful throughout the process on Order #2408894

From updating the order address post payment to shipping me a missing item in my original parcel overseas; he has gone out of his way to ensure customer satisfaction.

I’ve always admired Lucchese for its craftsmanship and reputation, which is why I purchased a $3,500 pair of boots. Unfortunately, my experience has been heartbreaking.

When the first pair arrived, the leather was so dry that it tore significantly the moment I tried them on. I requested a return (which required some persistence) and received a replacement. Sadly, the second pair arrived in noticeably different hide, showed signs of repairs, and appeared refurbished. To make matters worse, this was the last available pair of this style—leaving me stuck with damaged, non-pristine boots at a premium price.

For a brand with such a prestigious name, I expected far better quality control and customer care. I sincerely hope Lucchese will stand behind its promise of excellence and make this right.

Recently bought a new pair of 2,200 dollar boots in El Paso Texas, when I got home and removed from box, I noticed a slice in the leather, from when made, I immediately contacted them and sent pics, they told me to bring them in, once they received them, they sent boots to Dallas tx, they would not honor their warranty or craftsmanship! They are horrible. Ricky Massey

Lucchese in my opinion are unethical , liars & have no shame. We will be taking them to court. Got a pair of boots as Christmas present for my wife, they arrived, WRONG SIZE, NEVER WORN? Sent them back. Lucchese insisted they were worn , UNTRUE.My Credit Card company put the funds back in my account. In February, lady representing Lucchese called APOLOGIZING & offering us a discount for a new pair . Then in APRIL, Lucchese contacts my cc company to say the boots were WORN and wanted the $945 returned to them .
Now we need to SUE LUCHESE for gross misrepresentation & basically FRAUD.
These guys are SNAKE OIL SALESMEN.

Overall I like Lucchese boots, but in the last few years 4 Lucchese boots I have purchased by mail have a suede or rough leather inner vamp portion on the inside of the boots versus a smooth leather lined inner vamp. The rough leather/suede inner vamp makes it extremely hard to get the boots on and off because socks do not slide well against this type of interior texture. In other words, the inner vamp should always be a smooth leather so feet slide into the boots easier. All the other many brands of western boots I own have smooth leather inner vamps and there is no problem slipping them on or off my feet. Somebody at the Lucchese factory that is making the boots is unaware of this problem. I tried to explain it to Lucchese's customer service number at 888-582-1883 and they said this is the first time they have heard of it and didn't really seem to care… I can return them, but maybe somebody at Lucchese will visit their factory to make sure they fix this problem in the future. I find it hard to believe I'm the only one with this problem.

I sent a pair of boots back to the US from Australia at my cost for a warranty inspection and repair, Customer Service said the boots were sent back to me after being repaired but no boots arrived and now I'm having trouble with Customer Service answering my emails. I've requested the GM's email but nothing has been forthcoming. I'm at my wits end; they have my money and now my boots!
UPDATE:
Management have reached out to me and apologized for the miscommunication and are in the process of returning my boots.
Sending exotic boots to Australia is very problematic and this takes time.

Bought a pair in 2020 because I've always wanted a pair, a big selling factor was their lifetime warranty. Well I didn't know they changed it to 1 year warranty recently and won't uphold the lifetime one for people that bought boots before. Actually no good reason to buy Lucchese boots unless you want to flash money. Durango boots are better quality, cheaper, and way more comfy.

If I had the option to eliminate a one star rating, I would do in a heart beat.
Notice that while on Lucchese controlled website their products receives 4.5 stars, Trustpilot’s reviewers give Lucchese 2 stars.
Probably the worst pair of boots I have ever wasted my money on. I did return, however, it took Lucchese 6 months to return my $500.00.
What a joke and what a bunch of novices who pass themselves off as expert boot crafters.

On vacation in Bozeman, Montana in February, 2024, made the mistake of purchasing Lucchese caiman and ostrich boots ($1000). I had a pair of leather boots made by Lucchese and it took a long time to break them in, but once done, they were fine. I like buying American made products. BUT NEVER ANOTHER LUCCHESE! The way these boots are made are terrible! Looks great from the outside, but near impossible to slip your foot into. It is made incorrectly! Of course, with only 1 month to return for refund, I kept trying to make them work and missed this impossibility short window for refund. Don’t buy Lucchese! Too much money for a poorly made, poorly fit boot!

The most expensive and most worthless boots I have ever purchased. I spent over $800 on a pair of boots and the split completely across the top before I even got through one heal cap. These boots were worn almost exclusively for indoor activities and never abused. I wrote Lucchese giving them an opportunity to correct their poor product and the only was response was sorry to inform you the damage cannot be repaired.

Have purchased with Lucchese several times. They have been good until now. Placed an order and for boots and belt via website. Paid $55 for next day air via UPS based in rep advising they would go out same day. Now it looks like order won’t be fulfilled for at least 4 calendar days with the order arriving 5-6 day from purchase. Not a huge deal, but don’t pay for next day air with them. To make matters much worse I have called and emailed their customer support with no response inside of their stated business hours. Recording says reps are unavailable. Ultimately I will undoubtedly be out the $55 for shipping because Lucchese surely won’t take care of that. Whatever. However, they will be getting a few thousands dollars in merchandise returned, losing a customer that would have Patronized their business for many more years, and losing a promoter of their business since they can’t even answer their phones. Good products. Very poor service. Would expect more from a company whose entry price point starts around $600.

Horrible customer service at Santa Fe store. Absolutely the worst
And when I called corporate they promised me a phone call back. I have never received a phone call back. And if u notice, they don't even take the time to comment on anything but a 5 star review. This company gone to s%^# how sad. Hopefully they fired Mary, the rudest sales person EVER

Guess they don't want a sale. I saw a very expensive pair of designer boots that retail for over $1200. Unfortunately they don't run in wide. So I called and emailed several times, was told to give measurements which I did and I could order a custom set. I was told the cobbler would call me. Well 3 business days have elapsed. No call. And I even reminded them. Guess I'll take my business elsewhere.

Looked great when they arrived, worked fine for about a year, then I noticed the welt coming apart. Now the boots are completely unwearable due to the welt basically dissolving. I worked indoors on carpet. I used their leather conditioner and cleaner. I even switched shoes for carpentry and car maintenance all for nothing. Tried to contact Lucchese and their online chat couldn't even tell me if they could be repaired in-house from my order information. Wife told me to treat myself to some good boots. Should have dug a little deeper to find a more reputable maker. My previous $150 boots lasted 5 years twice in a row. These $400 boots didn't make it 18 months with gentle treatment. Buy somewhere else if you want something that lasts long enough to make the cost worth it.

I recently ordered two pairs of boots based on my satisfaction with a pair of ropers I bought 15 years ago and still enjoy wearing them.

Juan, from the gateway store, had what I wanted.

He told me there was no difference in size between a 14D roper and a classic. There is a huge difference.

Your website shows a calf of 15 ¼” for Dora size 8; it was exactly 14”. That is an entire 1¼” off-spec. My wife’s calf is 14¾”, so it should have worked with a ½” to spare. Mine, I struggled to get the boot on and took several minutes with help to get it off.

I paid $109.82 return shipping to find out his and your website info was wrong.

Today is Wednesday, mid-day. I texted the manager to find out when my refund was going to happen. He said they would call me for my card info when they received them. I sent him proof of delivery, delivered two days ago in the am.

Lucchese has gone downhill in service and product quality.