Awful customer service
I have been a loyal LUCA Goalkeeping customer since 2023, purchasing two to three pairs of gloves each season for my son. Until this purchase, I had always been impressed with both the quality of the gloves and the friendly service I received when placing orders.
Unfortunately, my most recent experience has completely changed my opinion of the company.
Both pairs of SUPRA PRO gloves I purchased had wrist straps that were noticeably shorter than previous LUCA gloves of the same size, preventing them from fastening securely. After comparing them with three previous pairs of LUCA gloves, the difference in strap length was obvious. Despite this evidence, my concerns were initially dismissed with the explanation that all straps were “standard sizing”. It was only after I supplied photographs and measurements that the difference was acknowledged, before later being attributed to a different manufacturer.
While the staff are friendly and approachable when taking your order, I found the attitude very different when reporting what I believed to be a fault. Rather than investigating the issue from the outset, I felt my concerns were repeatedly dismissed and the focus shifted to the company’s returns policy.
The gloves were tried on indoors only and never used. A full refund was initially offered, including return postage, but this was later withdrawn solely because the protective film had been removed during inspection. In my view, this failed to properly recognise my statutory rights where goods are alleged to be faulty or not fit for purpose under the Consumer Rights Act 2015.
As a long-standing customer, I expected a more understanding and customer-focused approach. Instead, I was left feeling that customer service ended once a problem was reported.
It is genuinely disappointing to end a relationship with a company I had supported for several years, but based on this experience, I will not be purchasing from LUCA Goalkeeping again