A Word Of Caution Regarding Luke's Ultralite

I have always heard good things about Luke’s Ultralite. Even a search of the internet turns up nothing negative, which is why this surprises me so much.

According to one of the parties involved, there are some extenuating circumstances. I don’t know if that is true or not but I have been exceptionally patient, offering my sympathies on multiple occasions. I have allowed them ample time and opportunity to make this situation right but we are now 8 weeks overdue on this order, the refund I was promised has not materialized, and I now get no response to my emails. At this point, I am feeling very ripped off.

I would advise anyone thinking about doing business with LUL to wait a while. Perhaps they will get their act together. Perhaps, we will start to see a bunch more incidents like this one.

I have opened a claim with PayPal. Hopefully I get my money back.

For anyone interested in the details, I will provide them below.

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After many emails back and forth with Luke hashing out the details, I made payment for a custom “half quilt” on 12/27/2017. I was told that the lead time was currently 4.5 – 5 weeks.

On 02/06/2017, 6 weeks after placing my order, I received an email from Luke’s brother Mark who apparently handles customer relations.   The email reads as follows:

“Good evening Nick and thanks again for choosing Lukesultralite.  Your order has been cut and sewing will begin.  It should be mailed this weekend or by Monday.  Have a wonderful evening!!

Mark Stegner, Customer Relations at Lukesultralite”

 

They’re running a little behind. No big deal.

 

On 02/23/2017, 10 days after I was told it would ship, I send an email to Mark inquiring about the order, since 10 days is plenty of time for even FedEx to get the package to me. No response. So I send another email on 02/25/2017.   I receive this response the following day, 02/26/2017:

 

“Nick  I am sorry for the delay in getting back to you.  Luke was involved in an auto accident and is recovering. He will be sewing your order this week.  We greatly appreciate your patience. Thanks so much!!

 

Mark Stegner, Customer Relations at Lukesultralite”

 

My response 7 minutes later:

 

“No worries.  Sorry to hear about the accident.  Hope he’s not too banged up.

Nick”

 

And Mark’s response 2 days later on 02/28/2017:

 

“Thanks Nick Your order will be sent very soon.  Thanks so much for understanding!!

 

Mark Stegner, Customer Relations at Lukesultralite”

 

Stuff happens. At this point, 9 weeks since placing my order and 4-4.5 weeks overdue, I’m getting a little antsy but I still have plenty of patience. When I start losing my patience is 10 days later, on 03/10/2017, when I have received no email, ship notification, or package from Luke’s Ultralite. So I send Mark another email:

 

“Mark,

Wondering where this order is.  We are now at 10+ weeks on an order that was quoted at 4.5-5 weeks.  I understand that stuff happens and I’m not in a terrible big hurry but I was told this was going to ship 4 weeks ago and then again 2 weeks ago.  Haven’t seen it yet.

At this point I am starting to have some reservations.

Please let me know the status of this order as soon as possible.

Thanks,
Nick”

 

Mark’s response 1 day later, on 03/11/2017:

 

“Good Afternoon Nick   We are still behind with sewing.  Would you feel better if we refunded your money and then sent you an invoice when we are ready to mail?  I am sorry for the delays. Just let us know what you would like us to do.  Have a great rest of the weekend!!

 

Mark Stegner, Customer Relations at Lukesultralite”

 

And my irritated response, 2.25 hours later:

“Mark,

Thank you for the offer of a refund but, at the moment, I would rather not have to start over.  I have a feeling that a refund would push me further down the priority list.

What I would like is an honest estimate of shipment for this project.  So far, I have been told that the materials were cut and would be sewn and shipped the week of 02/06/17.  Next I was told that the quilt would be sewn the week of 02/27/17.  Now, we are at 03/11/17 and you’re telling me the quilt still hasn’t been sewn?!

I am not unfamiliar to waiting for custom items to be made.  I understand the process.  I also understand that, in this case, there were some extenuating circumstances, what with the auto accident.

I was quoted a 4.5-5 week lead time.  We are now over 10.5 weeks.  That’s irritating but I can understand why you are behind (though it is starting to seem that the accident is not entirely to blame).

What I cannot understand is the lying about adjusted timeframes.

Please give me an honest estimate for completion and shipment of this order so that I may then make an informed decision about whether I want a refund or not.

Respectfully,
Nicholas —“

 

Mark’s response less than an hour later:

 

“I am sorry you feel I am a liar  I will provide you an update in the morning.  Have a great evening!

 

 

Mark Stegner, Customer Relations at Lukesultralite”

 

And the following morning, 03/12.2017, this message to both me and his brother Luke:

 

“Luke please respond

Mark Stegner, Customer Relations at Lukesultralite”

 

Then, silence. So I send him an email 5 days later, on 03/17/2017. Nothing. So I send another email 4 days later, on 03/21/2017:

 

“Seriously, Mark?  You promised me an update 9 days ago.  Haven’t heard from you.

You guys could have quoted me a 14 week wait in the beginning and I may have been alright with it.  But this constantly making new deadlines and failing to meet them is incredibly unprofessional.

It seems to me that you have a serious issue.  Perhaps Luke is AWOL?

At this point, I need a real update and/or a cancellation and full refund.

I will give you until 5:00 P.M. on 03/22/17 to respond to this email.

I am done waiting on you folks.

With (waning) respect,
Nicholas —“

 

Surprisingly, I received this response a mere 1.25 hours later:

 

“Nick  I am sorry for the lack of response on my part and the delay in getting your product out.  This AM Luke was transported to one of our local hospitals and we are awaiting an update  on his condition.  My wife and I will be heading there shortly.  Please let me know if you want your refund and I will get it to you.  I am sorry for this you have been very patient.  Thank you!!

 

Mark Stegner, Customer Relations at Lukesultralite”

 

My response, 0.5 hours later:

 

“Mark,

I am very sorry to hear about Luke.  I was under the impression that his injuries were much less severe.

I’m sure this has been a trying time for you and dealing with angry customers does not help.  My apologies for adding to your stress.

Please do provide me with a refund.

May I respectfully suggest that you update the the note on your homepage to better reflect the situation?

Gods be with you and your’s,
Nick”

 

The following morning, 03/22/2017:

 

“Luke please reimburse Nick  Thanks      Nick  Luke got out of the hospital today   I know he will get your refund out today or tomorrow.  We value you as a client and are sorry this has occurred.  Have a great afternoon!!!

 

Mark Stegner, Customer Relations at Lukesultralite”

 

That was 7 days ago and I have received no refund. Nor have I received any response to the 4 emails I sent to Mark or the 1 email I sent directly to Luke.