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December 2023 by J B
One of the worst customer service interactions I've ever had. My wife and I walked out of the door to the store both looked at one another and almost spoke in tandem about our displeasure with how we were treated. It was a "Pretty woman" movie moment if we have ever had one. The two gentleman who were working were the most dismissive, rude and condescending clerks I've ever encountered not just in the stockyards but anywhere. We were visiting the stockyards during the week on a slow day to get some sun, walk around and have lunch with two young kids in toe and stopped in both Lucchese stores because my wife wants a nice pair of boots for Christmas and we were debating between going the custom route with Allens boots and Lucchese. I own many diverse businesses so I get that sales people who likely work on commission want to size people up when they walk in but these two gentleman sized us up entirely wrong and treated us like trash had walked through the door. No greetings, short answers to our questions and when they should have taken a moment to converse with us about what we are asking they answered like we were a bother and just wanted us to leave. My wife and her family are involved in the stockyards at various levels and she is a former Miss Texas Rodeo so she knows her horses and her boots she wasn't asking questions that someone window shopping would ask but nonetheless these two gentleman were some of the worst and downright rude people I've ever encountered. Stay away. Just stay away. This store being inside the drover must just be a tourist trap looking to take advantage of people visiting Fort Worth. We wanted to plan a weekend staycation away from the little ones and both of us go get fitted for a nice pair of boots and check out the reindeer but this store will never see a dime of our money if they employ people who are downright rude, dismissive and make you feel less than. We walked in wearing normal street clothes and tennis shoes with two kids we were out for a day to get some sun not in cowboy couture but that doesn't matter. You treat all customers the same with respect and consideration. They failed miserably at this. There are more pleasant people to shop with who will take care of you and make you feel like your purchase is not just a purchase but a lifetime investment in something that you will have for a very long time. Custom boots are about the experience, the personalization and the memory because you're going to wait a year to receive them... the only memory I have from the Lucchese store inside the Drover is how they sized us up as someone who is poor and wanted us out the door because we had two kids with us and were in normal clothes. You made the wrong call sir.
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October 2023 by Jennifer Peterson
I really hate to rate a 1 but my experience after the day of ordering our custom boots (and spending over $6k) warrants a warning to those looking to get a pair of custom boots at this location. I’ll keep it short- we were told we would get our boots in February, and when we didn’t hear from the location we called. We were then told my husband’s boots would be finished now in June and my order was never put in due to a clerical error. We were upset, but understanding. June comes along and two weeks in we have not heard anything. My husband called and we were told that the main team was in El Paso and that they would call us back the next day. We never received a call, so I called in. I was then told their system was down and someone call me Monday. No problem. No one called on Monday. I called two weeks later and was told that they didn’t have any information and I requested a manager called me the next day. A manager did not call me the next day so I had to reach out yet again. I explained my situation and the manager let me know that my husband’s boots would now be in September, and they did not have an update on mine. I was extremely frustrated. She let me know if she would update me again on Friday after she gets back in town. It is now Friday at 3 PM. I still have not heard back from her. They have offered us free items due to our experience however, I do not want the free items I just want my boots. Very very disappointed.UPDATE- It is now September 2023 and I still have no boots and no timeline.
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September 2023 by Elizabeth Arnold
I am pretty heartbroken about my experience. I fell in love with the Priscilla exotics, ordered a pair and they were scuffed. I returned those thinking it was just a one-off bad luck and ordered another pair and they came with one of the boot ankles crushed. I have to return those as well. No apology, no trying to fix the situation- nothing. There is definitely something fishy going on with this company. In reading some other reviews from the last year or so, it seems like we are all dealing with the same customer service individual as well. I guess I also wasn’t the only one to be receiving their boots in a very dusty and beat up Lucchese box. I had to wipe down both of mine with a damp cloth when they arrived- not the cardboard shipping box, the actual Lucchese box. I suspect they are sending out defective merchandise that is bound for the outlet stores to fulfill their orders. They clearly know that they have the industry by the balls, it just sucks that the boots you want so badly cannot arrive as advertised. The Lucchese brand is supposed to be perfection, that is why people are willing to pay for them at such a high price point. I am hoping my love for these boots will fade. So disappointed. ?
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July 2023 by Dion Carpenter
I don't know much about this company but heard about through a rude passenger from out of state named Dorothy/Beth. After reading the 1st couple of reviews I realize maybe it's just company wide. Had Dorothy not raised her voice at me I would have confirmed location before leaving parking lot.Frisco and Ft worth are quite the opposite ways. I only felt bad for the other ladies not you. Karma shouldn't have bit them too. Enjoy TX and be polite and not entitled to your drivers.
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June 2023 by Bonny Bell
Ordered a custom pair of boots. Measurements were taken of my husbands feet but when He got his boots (11 months later) they did not fit right. They took them back and stretched them, still much too tight so we shipped them back. Two weeks later they were returned. They said they stretched them all they could. One boot is still way to tight, the other is slightly to long and the heel is too wide. We will never get boots from them again and will not recommend them.
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June 2023 by Matthew Lutz
Horrible customer service. I've had the absolute worst experience trying to order lucchese boots. For how expensive they are, the terrible customer experience is truly shocking.
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April 2023 by A Greenley
This place is a joke. Their customer service is terrible and the boots are over priced for what they are. They aren't even comfortable. I ordered a pair of Celeste booties that were discontinued a few years ago through their custom site. I paid $1400 and waited 4 months for them to arrive. I wore them twice and the leather ripped. Lucchese had me send them in for inspection. I was told that they would need to be remade. This after emailing and calling them for 2 months. It has now been 8 months and my boots still haven't been made. I have to reach out to them every couple months to see what is going on because the promise to be made by dates keep changing and they don't update me. I have now had to request a refund since it's going on my third "they'll be ready to ship by the end of March" lie.
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April 2023 by Jacob Kurtz
This location recommended I stretch a pair of big tile gator boots that were nearly unwearable. Now they fit like a glove and I love ‘em. Thanks Justin and Paige (hoping I got names right).
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February 2023 by a g
Staying at the Drover so we wanted to check out the shop. We own several pairs so thought this might be an opportunity. The shop is tiny with two women working. Did not greet us nor offer any assistance even though we were the only ones there. Unacceptable for this type of establishment.
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December 2022 by Dylan Caldwell
I've seen a lot of nice things in my day. I've seen one off custom items. What I saw here at the Lucchese shop was without question truly bespoke. While we just stepped in to see the shop we got to see how a true bespoke bootmaker does it. On display were boot blanks and clicker press cutters along with cut down boots showing how all the items are made. There are great examples to show where each boot can start from with what appeared to be endless personalized changes. There were books and books of different types of leathers and textures that could be layered or chosen for different areas of the boot to give you just that perfect feel. No shop such as this could be complete without an exceptional staff. Although we were not there to buy we were still treated very well in their shop! A very nice lady was going thru a build out of her boot and we got to enjoy the way her ideas were incorporated into what can be done. A truly wonderful experience of a bespoke boot shop. I'll be back one day for mine. Thank you for having us!
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December 2022 by Colin Campbell
Friendly staff and great quality western wear. Perhaps the gold standard for western attire.
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December 2022 by Roxy Maddex
Love LOVE the attention to detail and customers. Black ostrich quill for the win.
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December 2022 by John HF
Some beautiful product!
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December 2022 by Craig Bortner
Kenny is the best.
