LaceMade’s Abysmal Communication
LaceMade has been an utter nightmare to communicate with. As a Luminary Princess, I have been trying to get my rewards to be added to FOUR SEPARATE ORDERS, only for customer service to stall, flounder, and make the customer run around, chasing their rewards for showing the brand support. I do not use Discord. At one point I did, but I no longer am apart of that online community, specifically the LaceMade official server. Utilizing Discord is the ONLY way to claim your rewards, and when brought to customer service’s attention via email that it’s a platform I am uncomfortable using, they let me know that rewards are ONLY run through the server and it’s impossible for tier rewards to be attached through their email customer service. First of all… why? I let email customer service know of my reservations for using the platform. They assured me that by going through their Discord’s ticketing system, my Luminary gifts would be handled quickly and shipped swiftly. I chose to believe them, because why wouldn’t I? One order goes by. #192311. I message the Moderator to please attach my rewards to my order. The Moderator does not act quick enough and my rewards are not attached. Luckily I placed another order shortly after, #192401, and they tell me Luminary Rewards cannot be sent with US exclusive items. Only orders that are coming from China are eligible. Annoying, but whatever. Now I know. Second order goes by. #196812. Item shipped within a day, and despite messaging the Moderator right after placing the order, my items were not attached. Moderator is blaming me for their inaction because I did not provide my email address, which is attached to my order number, which I provided. With almost every message I’ve sent, I let the Moderator know I would not be sending sensitive information in the ticket. Why? Unpaid employees can see these tickets and access the information that was given in confidence. This appears to fall on deaf ears. I am prompted to send it every time, the moderator promptly ignoring me when I explicitly say I will not send that information when it is easily accessible with my order number. My final attempt, #200160, was unsuccessful. I chose to order a “pre-order” item to allow time for the Discord Moderator to coordinate my Luminary gifts with ample time. I messaged the ticket immediately after ordering, and within 10 hours, my “pre-order” blouse had shipped. I’ll never complain about LaceMade shipping items quickly given THAT is an enigma in and of itself, but this is literally the one instance where I needed at least a couple of days so the moderator could figure it all out. When asked about why my “pre-order” item had shipped, as well as why the Moderator hadn’t responded to my ticket and inquiry, I was once again blamed for not providing my email address. It’s a tireless cycle that I’m suspect I’ll never escape from unless I just drop it, which I assume they’re wanting me to do. So, want to spend thousands of dollars on this brand? Don’t expect so much as a thank you, even if they crumb-trail you along, pretending they’re grateful for your loyalty, that’s all you’ll get: crumbs. So incredibly disappointed and heartbroken. I will not be returning to purchase from this company anymore.