larroude.com Opiniões 83

Resposta da larroude.com

Há 4 dias

Hi Annie,

Thank you so much for your kind words and for taking the time to share your experience.

We truly appreciate your support over the years—it means a lot to us to hear that you’ve loved each pair. We couldn’t do what we do without amazing customers like you.

We’ll continue doing our very best to provide the highest quality products and service, and we hope to keep exceeding your expectations with every order.

Warmly,
Larroudé Customer Service

Resposta da larroude.com

Há 6 dias

Hi,

We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.

After reviewing your case, we’d like to clarify what occurred. You returned the item on December 29 after reporting it as damaged, and while the package was still in transit back to our warehouse, a chargeback was filed with your bank on January 18. Once a chargeback is initiated, we’re no longer able to process a refund directly on our end.

As soon as your return was received, we accepted the chargeback since the item had been sent back to us. This is also why your bank did not request additional information from you and was able to process the case quickly—they proceeded with the refund based on our acceptance of the dispute.

From our records, this matter was resolved back in January. That said, if you have any remaining concerns or questions, please don’t hesitate to reach out to us directly—we’re always happy to help.

Warm regards,
Larroudé Customer Service

Resposta da larroude.com

7/04/2026

Hi,

I’m sorry for the frustration this situation has caused.

After reviewing your case, we can see that a chargeback was filed for this order through your bank. Once a chargeback is initiated, the refund process is handled directly by the bank rather than by us. As a result, we accepted the dispute and canceled the order on our end.

In this situation, the timeline and method for the refund are determined by your bank or credit card provider, which is why you may not see a pending credit from us directly. We recommend reaching out to your bank for the most accurate update on how and when the refund will be reflected in your account.

If you need any documentation or confirmation from our side to assist with your bank, please don’t hesitate to let us know—we’re happy to help.

Warm regards,
Larroudé Customer Service

Resposta da larroude.com

26/03/2026

Hi Kelly,

We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

Resposta da larroude.com

16/03/2026

Hi Jill,

We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

Resposta da larroude.com

24/02/2026

Hi Karen,

Thank you for sharing your feedback, and we’re truly sorry to hear about your frustration. We never want any customer to feel ignored, and we sincerely apologize for the inconvenience caused by the delay.

We’d like to clarify a few details regarding your order. Your purchase was placed as a pre-order, with an estimated shipping timeframe of mid-February. When you reached out to us on January 29, our team responded the same day to explain that the item was on pre-order and provided the expected shipping date.

Unfortunately, the shipment was later delayed due to circumstances beyond our control. As soon as we were informed of this delay, we reached out to you via email to notify you and offered a future discount as an apology for the inconvenience.

Yesterday, when you contacted us again requesting to cancel your order and receive a refund, we processed this immediately.

We truly regret that this experience did not meet your expectations and understand how disappointing delays can be. Your feedback is important to us and helps us improve both our communication and service moving forward.

Thank you for giving us the opportunity to address this.

Warm regards,
Larroudé Customer Service

Resposta da larroude.com

16/02/2026

Hi Denisa,

Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations, and we appreciate the opportunity to clarify what took place.

Our team was already in direct communication with you via email regarding your concerns. After reviewing the photos provided, our Quality Control team did not find any visible manufacturing defects. We also did not receive any audio or visual evidence confirming a squeaking issue with the shoes.

Even so, we made every effort to assist and offered a partial refund as a goodwill gesture. We also provided next steps to help resolve the situation.

Regarding the hair clip mentioned, this item is included as a complimentary gift with purchase. While we aim for all items to arrive in perfect condition, we are unfortunately unable to replace or resend complimentary items.

We’re truly sorry that you feel disappointed and value all customer feedback as it helps us improve. Should you wish to continue the conversation, our support team remains available to assist you directly.

Warm regards,
Larroudé Customer Service

Resposta da larroude.com

9/02/2026

Hi Victoria,

Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience did not meet your expectations.

After carefully reviewing our communication with you, we would like to clarify the situation. After you reached out to us, our quality team reviewed your case and the photos you provided, and explained that the soles of this style are made from natural leather in a light, clear tone. Because of this, signs of wear, scuffs, or dirt can become visible more quickly — which is a natural characteristic of the material and does not indicate a manufacturing defect. Since the boots were confirmed as not defective, we did not suggest a repair by a cobbler.

Even though the item was confirmed as not defective, we still wanted to support you and ensure your satisfaction. For this reason, we issued you a store credit as a courtesy and explained the material characteristics in detail.

We’re truly sorry that this situation was disappointing, and this is not the experience we aim to provide. We always strive to be transparent about our materials and to support our customers in the best way possible.

Warm regards,
Larroudé Customer Service

Resposta da larroude.com

30/01/2026

Hi Christine,

We’re truly sorry to hear about your experience, and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

Resposta da larroude.com

Actualizada a 6/02/2026

Hi Nancy,

We have just resent the email that was originally sent on Wednesday. Could you please check your inbox (and spam folder as well)? Let us know if you did not receive it and we will be happy to assist you further.

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We’re very sorry for the frustration this situation caused and truly appreciate you taking the time to share your experience.

We have reached out to you privately and are happy to confirm that this matter has already been resolved.

Thank you for your continued support and for being a loyal customer — it truly means a lot to us. We hope to have the opportunity to serve you again in the future.

Warmly,
The Larroudé Team

Resposta da larroude.com

27/01/2026

Hi Cali,

Thank you for bringing this to our attention, and please accept our sincere apologies. This experience is not reflective of the standards we hold ourselves to.

While suede is a delicate material and may show minor variations due to transportation, the condition you described does not align with what should be expected from a new product . We completely understand your frustration.

We also want to acknowledge that your initial support interaction did not correctly identify that, even for final sale items, any product received in damaged or compromised condition is eligible for resolution. We regret this oversight and apologize for the confusion it caused.

We would also like to confirm that your full refund has already been successfully processed. Depending on your bank or payment provider, it may take a few business days for the funds to reflect on your statement.

We truly appreciate you taking the time to share your feedback. It helps us refine our internal processes and ensure we deliver the level of quality and service our customers deserve.

Warmly,
Larroudé Team

Resposta da larroude.com

Publicada a 27/01/2026

Hi Cate,

We’re truly sorry for the long wait time you experienced and for any frustration this caused. We completely understand how valuable your time is, and this is not the experience we want for our customers.

After reviewing your case, we can confirm that our team has already resolved the issue with you. The concern was related to a perceived $10 shipping charge on your exchange order, and we were able to verify and clarify that no shipping fee was charged.

Your feedback is very important to us and helps us improve our service and response times.

Thank you for your patience, and please don’t hesitate to reach out if there’s anything else we can assist you with.

Resposta da larroude.com

27/01/2026

Hi, Kaitlin

Thank you for reaching out, and we appreciate the opportunity to clarify this for you.

We recently transitioned to a new communication platform, and during this change, any emails sent that did not receive a reply within the same email thread were automatically closed by the system. This is why your previous messages unfortunately did not receive a response, and we sincerely apologize for the confusion this caused.

Regarding your order, we’d also like to clarify the timeline. Your order was shipped on January 21st. The item purchased, the Inês Pump, was a pre-order, and as noted in your order confirmation email at the time of purchase, it was expected to ship in early February.

We’re happy to confirm that your order was actually shipped ahead of the originally communicated timeframe. In other words, there was no delay—your order was fulfilled according to, and even earlier than, the timeline shared during checkout.

We truly appreciate your patience and thank you for your understanding. If you need any additional assistance, please don’t hesitate to reply directly to this email so we can support you promptly.

Warmly,
Larroudé Team

Resposta da larroude.com

27/01/2026

Hi,

Thank you for reaching out and bringing this to our attention.

We would like to clarify that there was a situation related to FedEx in which we were informed that these charges would not be applied. Unfortunately, despite that confirmation, the fees were still charged.

Given this scenario, in order for us to move forward, we will need a copy of the charges received along with the corresponding order number. This information is essential for us to formally escalate the case to FedEx so they can review and remove the charges accordingly.

Without these two items—the charges and the order reference—we are unable to take action on our end.

Please feel free to reply here with your order number and the documentation, or contact us directly by sharing the email address used for the purchase so we can locate the order and assist you properly.

We appreciate your understanding and look forward to resolving this as quickly as possible.

Warmly,
Larroudé Team

Resposta da larroude.com

12/01/2026

Hi, Myra

We’re truly sorry to hear about your experience and we sincerely apologize for the frustration this has caused. This is not the standard of service or quality we strive to deliver at Larroudé.

In order to better understand what happened with your order and provide a resolution, could you please share your order number or the email address used at checkout? We would love the opportunity to review your case in detail.

We truly regret the inconvenience and appreciate your patience and understanding.

Warmly,
The Larroudé Team

Resposta da larroude.com

12/01/2026

Hello, Jin

Thank you for sharing this. We’re truly sorry for the delay and for the experience you had.

Your order, placed on November 6, was affected by an unexpected production delay related to our quality-control process. While the intent was to ensure we did not ship anything that fell short of our standards, we recognize the impact this had on you — multiple revised ship dates and no shipment is unacceptable, and we apologize for the inconvenience and lack of reliability.

Regarding communication: our first email response is an automatic acknowledgment to confirm we received your message. After that, your inquiries were handled by members of our Customer Experience team. We understand how it may have felt otherwise, and we regret that the communication did not meet expectations.

As requested, your full refund was processed on January 10 to your original method of payment. Depending on your bank, it may take a short period to reflect on your statement.

We appreciate you bringing this to our attention, and we are reviewing both our production timelines and customer communication process to prevent this from happening again.

Warmly,
Larroudé Team

Resposta da larroude.com

8/01/2026

Hello,

Thank you for your message. We’d like to provide a clear and factual timeline to address the concerns raised.

You first contacted us on December 1, and our team replied by email on December 2. You responded the same day, and on December 3, we followed up with you again and provided the return label needed to move forward.

Today, you attempted to reach us by phone. We did miss the call at 12:31 PM, and we followed up shortly after at 1:08 PM via email. Every time you reached out, we responded and ensured the process continued without interruption.

As shared previously, we stand behind the quality of our shoes — all of our products are made with 100% genuine leather. You submitted two separate requests: one initially processed as a gift card (per your selection), which was later deactivated and refunded, and the second refunded directly to your original payment method.

We understand how frustrating this experience felt, but we want to be clear that you were supported through every step and every channel once you contacted us.

If there’s anything further we can assist with, we remain at your disposal.

Warmly,
Larroudé Team

Resposta da larroude.com

8/01/2026

Hi Jon,

Thank you for sharing your feedback — we’re truly sorry for the frustration this experience caused. We want to clarify what happened with full transparency.

At the beginning of the process, we offered a replacement, which is our standard first step when an issue is reported. At that time, a refund was absolutely an option as well, and we regret if that was not clearly communicated. Had we known you preferred a refund from the start, we would have proceeded that way immediately.

We shipped the replacement as quickly as possible, and unfortunately, due to a process failure, the second pair arrived with a defect. That is not acceptable and falls short of our quality standards. For this, we offer our sincere apologies.

To make this right, we removed all return-related fees and processed a full refund to your original form of payment. No store credit was imposed.

This case has been escalated internally, and corrective actions are already in place to prevent this from happening again. While we can’t change what happened, we can — and do — take responsibility for it.

We’re truly sorry this experience didn’t reflect the level of care and excellence we strive for at Larroudé.

Warmly,
Larroudé Team

Resposta da larroude.com

31/12/2025

Dear Todd,

Thank you so much for taking the time to share this incredibly thoughtful review. It truly means a lot to our team.

We know that online shopping can come with concerns—especially when it comes to fit—so hearing that your exchange experience was seamless and fast is exactly the standard we work hard to deliver. A 12-hour turnaround on a Saturday is no small feat, and we’re thrilled it made a difference for you.

Steph will be absolutely delighted to hear your kind words. She represents the level of care, ownership, and responsiveness we strive to bring to every interaction.

We also genuinely appreciate you addressing the broader conversation here. We take feedback seriously, learn from it, and continuously evolve—because great customer experience isn’t a moment, it’s a commitment.

Thank you for trusting Larroudé and for helping balance the narrative with your experience. We look forward to welcoming you back again soon.

Warmly,
Larroudé Team