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Forum Index > Off-topic Talk > Dealing with Lutel... Yup, I used the "Correct" Site Reply to topic
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Richard Miller




Location: Santa Barbara
Joined: 16 Jun 2014
Likes: 22 pages

Posts: 84

PostPosted: Tue 07 Mar, 2017 5:50 pm    Post subject: Dealing with Lutel... Yup, I used the "Correct" Si         Reply with quote

I have always heard good things about Lutel swords, and the two that I had handled were both excellent performers. Being a man who likes to do research before making a decision, I checked several different sources, including here. It was here that I discovered that there had been some trouble with their old manager, but the new site (Lutel-Handicraft) was A-OK.
I guess I should have dug deeper.
The ordering process was smooth, and PayPal made international payment much easier than it has been in the past, so I thought all was well.
It was not.
I was told that my sword would be delivered in 2-3 months. The months dragged by and I began to wonder if all was lost. After seven months and several Emails, I was told that my sword was to be shipped and would take about five days to arrive. I verified my shipping information and felt relieved that I hadn't tossed my money away to Eastern Europe, with no recourse.
A week passed, and right about the time I began to wonder where my sword was, I received an Email informing me that a mistake had been made in shipping, and that I was about to receive the wrong sword. They had sent me a sword meant for another person in the U.S., and would I mind forwarding his sword to him. They said that they would reimburse me any shipping costs. I sent the unopened sword to it's intended owner. and Lutel reimbursed me as promised.
Then almost eight months after I originally ordered my sword... A SWORD ARRIVED!!!
Not the sword that I ordered, mind you... but it was definitely a sword. The grip was the right color, and the guard was the right shape, but I ordered a XVIa Longsword. The sword that I received was sort of a XIIIa with a narrow half length fuller. The scabbard and belt were good quality and in the style and color were what I ordered, but it was definitely NOT a Type XVIa .
Of course, I sent them an email explaining that the blade was not a XVIa, that it was not a diamond cross section and it has a flat, rounded point. The response that I received from Lutel was: "Is that a problem for you?"
Well, yes! That is a problem! I asked them how we were going to go about getting the correct sword, and waited. After a few more weeks (Apparently their site was down????) I contacted them again.
This time I was told that all I have to do is disassemble the sword, pack up the blade and ship it back. Once they receive it, they'll send me a new blade at no charge, other than ANOTHER $50 shipping and handling.
WRONG!
I'm not a cutler. I'm a paying Customer!
Long story short... (too late) a few days have elapsed since I suggested that they send me the correct sword and I'll ship them the old one, and I haven't heard back.
Looks like I may be selling a Lutel soon. I'll let you know how well it cuts.

-Rick Miller
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Lloyd Winter




Location: Los Angeles
Joined: 27 Aug 2011

Posts: 172

PostPosted: Tue 07 Mar, 2017 7:39 pm    Post subject:         Reply with quote

This is disheartening. I'm waiting for a sword from them and am starting to get anxious.
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Fisher Lobdell




Location: Kansas city
Joined: 03 Nov 2016
Reading list: 14 books

Posts: 65

PostPosted: Tue 07 Mar, 2017 8:31 pm    Post subject:         Reply with quote

I'll pray for you and your sword. Blush
1 Peter 5:8 - Be sober, be vigilant; because your adversary the devil, as a roaring lion, walketh about, seeking whom he may devour:

Absence of evidence is not necessarily the evedence of
Absence. Ewart Oakeshotte.
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William Swiger




Location: Reston, VA
Joined: 23 Feb 2011
Likes: 50 pages
Reading list: 9 books

Posts: 443

PostPosted: Wed 08 Mar, 2017 3:26 am    Post subject:         Reply with quote

I have ordered three swords from LUTEL and all were what I ordered. Projected delivery times were all off by a few months which I have found to be the norm with just about all my customs. I include LUTEL as a custom as they make the swords on order even if not a true custom. I actually ordered one sword from their site and requested a different blade type with no problem.

Getting the wrong blade would be a major issue for me as well. Best of luck getting this resolved or not.........

Non Timebo Mala
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Julien M




Location: Austin TX
Joined: 14 Sep 2005

Spotlight topics: 1
Posts: 1,065

PostPosted: Wed 08 Mar, 2017 4:00 am    Post subject:         Reply with quote

Sad - I always found the Lutel team to be extremely friendly and helpful...
Asking a customer to swap the blade himself and pay additional shipping for a mistake on their part is definitely not a proper way to tackle this - not acceptable at all.

I would politely point out that the fault is on their end and that additional fees for you to get what you ordered should be on their end. Depending on the reply, I would also point out that the matter is getting some attention and provide a link to this thread.

Side note:
I have PayPal Returns - That is always useful in such cases (paypal refunds return shipping costs) It is free for 12 transactions. Never had to use it but it is additional peace of mind.
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Guillaume Vauthier




Location: France
Joined: 16 Jun 2016

Posts: 155

PostPosted: Wed 08 Mar, 2017 5:09 am    Post subject:         Reply with quote

Agree with the precedent posts, I never had problem nor difficulties with them in the past, on catalogue articles and on custom orders. The waiting delay was each time a little bit more than expected, but as William says that is also the case on other makers.

It is my understanding that their guys are getting old so they need more time than in the past - they also limited their offer to single-handed swords and longswords lately.

Be that as it may, that's quite a big mistake that they did... hope you'll find a solution soon.
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Mark Moore




Location: East backwoods-assed Texas
Joined: 01 Oct 2003
Likes: 6 pages
Reading list: 1 book

Posts: 2,256

PostPosted: Wed 08 Mar, 2017 5:59 am    Post subject:         Reply with quote

"Is that a problem for you?"---It boggles my mind to hear that coming from a maker like Lutel. WTF?! That's kinda like ordering a Porsche and having it come with a Yugo engine. Hope you get the matter cleared up, and YES...it's their mistake....YOU ought not be out a dime for them to correct it ! Wink .............McM
''Life is like a box of chocolates...'' --- F. Gump
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Nathan Robinson
myArmoury Admin


myArmoury Admin

PostPosted: Wed 08 Mar, 2017 10:30 am    Post subject:         Reply with quote

This topic is discussing a maker and a transaction, not historical arms and armour so I have moved it to the appropriate place: The Off-topic Forum.

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Joe Fults




Location: Midwest
Joined: 02 Sep 2003

Posts: 3,459

PostPosted: Wed 08 Mar, 2017 5:12 pm    Post subject:         Reply with quote

Maybe not quite like a Porsche... Big Grin

Sad to hear. Its been a good long time since I dealt with them, but when I did my transactions were smooth. However, after the messy separation of the team I just kept a distance. Wish you good luck in finding some kind of happy resolution.

"Our life is what our thoughts make it"
-Marcus Aurelius

"Those who make peaceful revolution impossible will make violent revolution inevitable."
-John F. Kennedy
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Richard Miller




Location: Santa Barbara
Joined: 16 Jun 2014
Likes: 22 pages

Posts: 84

PostPosted: Wed 08 Mar, 2017 5:27 pm    Post subject:         Reply with quote

I am baffled as well. Virtually EVERY single person to whom I spoke before making the decision to buy Lutel had nothing but praise for them. As said, I've fenced with their blunts and cut with one of their sharps, and the swords were top-notch.
The sword it self is absolutely beautiful and though I haven't cut with it (If I demand a new sword, I should return a new sword!) I'm betting it would kick ass, so to speak.
I'm checking my Email daily and as yet haven't heard back from them.
I'll keep y'all posted as things progress (or digress).
- Rick



 Attachment: 473.78 KB
This is the sword that I ordered. [ Download ]

 Attachment: 437.89 KB
This is the style BLADE that I received. [ Download ]
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Richard Miller




Location: Santa Barbara
Joined: 16 Jun 2014
Likes: 22 pages

Posts: 84

PostPosted: Wed 08 Mar, 2017 6:00 pm    Post subject:         Reply with quote

Lloyd Winter wrote:
This is disheartening. I'm waiting for a sword from them and am starting to get anxious.


I wouldn't worry too much at this point, Lloyd.
From virtually every person that I asked about Lutel, they're very reliable. I am sure that my situation is the exception rather than the rule... not that it makes it any easier on my end.
Smart money says that your sword will be just as ordered.

- Rick
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