I called from Massachusetts to the…
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!!!!!!!
Gary Abrams
Bought my first pair of Lucchese boots…
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
Janet Burzlaff
Shout out to Julian!
Julian has been super helpful throughout the process on Order #2408894From 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.
DC
I’ve always admired Lucchese for its…
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.
Adam
Recently bought a new pair of 2,200…
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
Rick Massey
Lucchese in my opinion are unethical
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.
Don Courtney
Lucchese Boot Problem
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.
Eizabeth Vought
Lost boots from Lucchese
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.
Bob Stanbridge
Bought a pair in 2020 because I've…
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.
eric sily
The Worst of The Worst!
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.
Ron
On vacation in Bozeman, made the mistake of buying Lucchese boots.
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!
Gail
The most expensive and most worthless…
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.
Mike Kaup
Order Fulfillment and Customer Support
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.
Steve
Horrible customer service at Santa Fe…
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
GSD Mom
Guess they don't want a sale
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.
Theodore DiVito
No durability
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.
Jack Maycock
Quality and service gone wrong
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.
Ken
AVOID! Misleading Photos, but very poor in real life!
Twice since June of this year I have left a 1 star review for the boots on their website and twice, I’ve confirmed the review and they have NEVER once posted any of them! VI live in the UK, husband is from Houston and I searched for a year for the perfect cowboy boot. The bad omen started when it took them 3 weeks from placing the order and to them actually shipping them, which took so many calls and emails from myself and my husband, who works on an island off the coast of west Africa, to keep chasing them to find out what was going on! My husband bought these as a gift and what an awful nightmare. Laurelie NO.M4951-NA-B-6 was what came out on top for everything for me and the look of them. I knew that I would have to pay the $150 delivery charge via DHL. I have a shoe wardrobe filled with designer shoes and never once have I had to return any. When I received these, they were very badly made. The heel on these have a dancers Cuban heel! They are AWFUL! Nothing like heel that is advertised! The inner side of the heels angle inwards instead of outwards in the photos and make them a lot smaller than they should be…by centimetres! The inner heel should angle outwards and start after the boot seam..not my pair…they start way before the seam and make them like a dancers Cuban heel, quite literally! Awful to wear when I tried them as well, as the boot is far too top heavy for the size and narrowness of the heel and my ankles wobble all over the place, so very unsafe to any wearer, as they heal is far too narrow and short and stubby. I was told I could return them, but I would once again have to foot the delivery charge, even though it was a manufacturers fault and NOT MINE! I was in tears when I first saw them. When I finally managed to get hold of someone on the phone, I was in tears with them as well I emailed them all the photos and they did not once comment on how bad they or that there was anything wrong with them in comparison to what they had advertised. How could they get it so wrong?!? Even the person that was attaching or crafting that heel on the boot, must have realised!! They are very badly made. Not worth all the money they are asking for. The leather was Scuffed around the tops as well. They literally hide ALL their negative reviews because they are so bad to what they are actually shipping out to customers. I very much doubt the positive ones on their website are true/genuine comments actually made. These are now hiding in a corner in my shoe wardrobe, never to see the light of day ever again. My sister wouldn’t even take them as a gift as she said they look nothing like a cowboy boot and said the heel actually look deformed in comparison to what is advertised. Ugly is what she actually said, as well! Another reason I went for this company is that I’m actually half Italian. Most of my designer shoes are actually mostly made in Italy (red soled shoes, especially). Im sorry to say and you can just not compare these to that now, how they were when the company first started as they are in no way in the same league as what they think they are and nor longer made by Italians with the craftsmanship seen on on these boots. Shockingly, deceiving company and even more shockingly deceiving photos on their website and to their boots sold. You would have thought when they are sending any product out like these, especially more so, overseas to the UK, they would have at least checked them over because, if someone had of actually done that..they would have seen the heels were-not as they should have been and should never have been shipped or passed any type of quality control! Avoid this Company at at all costs! Literally! If I could upload the photos of what I have, I would, but there is no option to, which is very very disappointing. If you saw the before and after, or what you should receive and what you don’t actually get, you would see that as a great excuse as not to buy anything from them. I leant the hard way! Stay well clear!I’ve only done a couple of reviews on trust pilot in my life time, because I’ve had to use them rarely and only when companies like this, think they can get away with it and need to be genuinely told and warn the customers, they are selling products that’s shouldn’t be sold and is unfair, is when I get on here. Hiding r negative reviews on their website, and people have to come on trust pilot to share them Is a huge sign how much they are misleading customers.ALSO, notice that ‘Laura’ is only replying to only the ‘positive’ (if at all genuine) reviews and NEVER to any negative comments, which their are sooo many of, so still being ignored!I have managed to upload a picture of the heel and boot as my profile picture, so you can see how little the heel is, compared to what they have advertised!They also reported me to trustpilot, saying my review here was a scam! I had to send copies of my receipts! I was shocked.
Cats
I’d like a refund, please.
I emailed via an email address I got off your website, on September 11th and again on the 19th, but have yet to receive a reply. Today I asked my question via live chat on your website, but still… no reply. Pitiful! Just pitiful!
Hatch Bailey
Poor craftsmanship and customer service
Wow after reading all of the one-star reviews from the last year, Lucchese must be being managed and run by someone new. The reviews from a couple of years ago vs. this year are night and day. I ordered the Priscilla exotics and the first set of boots were scuffed and so I returned those thinking it was just a one- off. I also worked with David Cabral as a lot of these other unhappy clients did. The second set of boots arrived with a crushed ankle. Both of the Lucchese boxes were dusty when they arrived- dusty enough I had to take a damp cloth to it before I opened the box not wanting to ruin anything. I wish I could upload photos here. There is something fishy going on with this company. I think they are fulfilling online orders with outlet store bound merchandise. I’m not going to keep spending upwards of $2,000 to keep finding out though. It’s so heartbreaking because they could be such incredible pieces.
Elizabeth Arnold
