LUCRIN Geneva Opiniões 

Resposta da LUCRIN Geneva

6/10/2026

Gentile Mariella,

La ringraziamo per aver condiviso il suo punto di vista. Comprendiamo perfettamente la sua frustrazione e siamo sinceramente dispiaciuti che questa custodia non abbia soddisfatto gli standard a cui l'abbiamo abituata.

Esaminando le sue foto, i nostri artigiani hanno constatato che l'usura visibile è parte del naturale processo di invecchiamento della vera pelle dopo 16 mesi di utilizzo quotidiano. Il normale sfregamento schiarisce fisiologicamente i bordi e, vista la porosità della pelle, il rilascio di colore durante la pulizia è generalmente una reazione ai prodotti utilizzati, piuttosto che un difetto del materiale. Ogni finitura della pelle ha caratteristiche uniche, il che spiega perché questa custodia sia invecchiata in modo diverso rispetto alla precedente.

Trattandosi di normale usura e non di un difetto di fabbricazione, non ci è stato possibile offrire una sostituzione. Le abbiamo proposto lo sconto del 10% semplicemente come gesto per ringraziarla della sua fedeltà, e in nessun caso per sminuire le sue preoccupazioni.

Rispettiamo pienamente la sua decisione di declinare l'offerta e ci dispiace davvero non essere riusciti a trovare una soluzione che ritenesse adeguata. Apprezziamo sinceramente il suo supporto in tutti questi anni: se dovesse cambiare idea e desiderasse utilizzare il suo sconto, può sempre contattarci direttamente all'indirizzo customer@lucrin.com.

Cordiali saluti,

Krishnen
Customer Experience team
LUCRIN

Resposta da LUCRIN Geneva

5/10/2026

Dear Nick,

Thank you for reaching out and sharing your honest feedback regarding order US000168300.

I completely understand why you’re so upset. Spending a lot of money on a custom, vegetable-tanned leather piece and receiving something different is a huge letdown.

We take this very seriously. Making you feel like you were caught in a "bait and switch" goes completely against what we stand for at LUCRIN.

I am looking into this personally right now. I’m pulling up your order details and talking directly to our workshop to figure out exactly what went wrong with the leather and the engraving.

I will engage further with you on our customer experience channel customer@lucrin.com.

Thank you for your patience while I get this sorted out for you.

Warm regards,

Krishnen
Customer Experience team
LUCRIN

Resposta da LUCRIN Geneva

5/10/2026

Dear Matt,

Thank you for taking the time to share your thoughts here following the email conversations you had with one of our customer experience specialist. I completely understand your point - when you order a premium piece, finding a stray foil speck and an unexpected logo takes away from the clean finish you were anticipating.

I do want to clarify our process, as our immediate goal when you reached out was to replace the item entirely. We offered a full, straightforward exchange to get a flawless card holder into your hands. When you kindly let us know that the imperfection wasn't a big deal to you and that an exchange wouldn't be necessary, we still wanted to do something to make up for the disappointment.

The 10% discount was provided simply as an extra gesture of goodwill because you had decided to keep the item, and not to proceed with a proper return.

Your feedback regarding the website photos is incredibly valuable, and I have shared it directly with our team to ensure our online images clearly reflect our branding placement.

If you happen to change your mind and decide you would like to proceed with that original exchange offer after all, please just reply to our email thread. Our door is always open, and we are more than happy to sort it out for you.

Warm regards,

Krishnen
Customer Experience team
LUCRIN

Resposta da LUCRIN Geneva

2/10/2026

Hello Max,

Thank you for your review.

I completely understand your frustration regarding your Luxury Wallet Case - iPhone 16, and I'm sorry for the stress this delivery delay has caused.

Taking a look at your order from Thursday, September 24th, I see you chose our 3 to 4 working-day priority shipping. Since weekends aren't included in transit times, Monday was actually just the second business day - so that original UPS delivery estimate was a bit early. That being said, four days without a tracking update is definitely not normal, and you shouldn't have to guess where your package is.

I'm handling this for you personally. I've just reached out to our direct contact at UPS to find exactly where your package is stuck. If it turns out they have lost it, we won't leave you waiting; I will have a brand new cover expedited to you immediately.

I also want to sincerely apologize that you had trouble reaching us by phone. While checking I noticed that you sent us an email today, I will discuss further with you on the email thread.

Thank you for your patience while I get this sorted out for you.

Warm regards,

Krishnen
Customer Experience team
LUCRIN

Resposta da LUCRIN Geneva

2/10/2026

Hello Cindy,

Thank you for recognizing the craftsmanship and leather quality of your wallet. An everyday accessory should offer absolute peace of mind, and it is entirely understandable that a weak magnetic hold disrupts the experience we intend for you.

Our MagSafe wallets are designed for a secure, reliable connection. We want to resolve this immediately, as this does not reflect our standard. While magnetic strength can occasionally be impacted by non-MagSafe phone cases, this may also be an isolated defect with your specific piece.

To assist you further, I am following up with you directly from customer@lucrin.com. Please look out for my message so we can discuss on a possible solution for you.

Warm regards,

Krishnen
Customer Experience team
LUCRIN

Resposta da LUCRIN Geneva

1/10/2026

Hello Siri,

Thank you for sharing your feedback. We understand that when you rely on a specific planner layout, any change to the format can be an unexpected adjustment.

For the 2027 edition, our team introduced a revised layout to offer a cleaner aesthetic. While this was an intentional design choice, we truly value your perspective and understand your preference for the familiarity of past editions.

We take our clients' insights seriously, and your feedback will be shared directly with our product development team.

To assist you further, I am following up with you directly from customer@lucrin.com. Please look out for my message so we can discuss a return if this new format simply does not suit your workflow.

Warm regards,

Krishnen
Customer Experience team
LUCRIN

Resposta da LUCRIN Geneva

1/10/2026

Sehr geehrter Herr Pat,

vielen Dank, dass Sie sich die Zeit genommen haben, Ihre Erfahrung mit uns zu teilen.

Wenn man in ein Premium-Produkt investiert, ist es absolut verständlich, dass es enttäuschend ist, wenn die handwerkliche Qualität nach weniger als einem Jahr nachlässt. Dieses Maß an Abnutzung entspricht in keiner Weise dem Standard an Langlebigkeit, den wir bei LUCRIN an unsere Produkte stellen.

Ich möchte gerne die Gelegenheit nutzen, dies für Sie in Ordnung zu bringen. Bitte kontaktieren Sie mich direkt unter customer@lucrin.com mit Ihren Bestelldetails oder einigen Fotos des Artikels.

Wir werden Ihr Anliegen genau prüfen und eine angemessene Lösung für Sie finden.

Herzliche Grüße,

Krishnen
Customer Experience team
LUCRIN

Resposta da LUCRIN Geneva

30/09/2026

Dear April,

Thank you for taking the time to share your feedback on Trustpilot. We noticed your recent rating and would greatly appreciate the opportunity to understand where your experience may have fallen short of expectations.

At LUCRIN, our commitment to your journey extends far beyond the delivery of our pieces. We take every note to heart to ensure we continually honor the trust you place in our brand.

I have personally reviewed our records to see how we might best assist you, though I was unable to locate any previous correspondence or calls regarding your order. I do see, however, that order US000162954 was placed on July 20, 2026, and delivered to you on July 23, 2026.

Were there any issues with the craftsmanship or the condition of the item you received?

It would be my pleasure to make this right for you. I have just sent a separate, direct email so that we may discuss your concerns privately and find a prompt resolution.

Warm regards,

Krishnen
Customer Experience team
LUCRIN