Lukiegames

[saracover]

Hi there, My name's Sara and I'm one of the owners here at Lukie Games. This thread was brought to my attention and I just wanted to take a moment to address a few of the issues some of you have been having.

For international shipping we use a shipping consolidator, XPO, which allows us to offer free shipping to Canada on orders over $25. Shipments are not taken to the post office, they are picked up from our location 5 days a week by the consolidator and then moved from our location outside Miami to a distribution center in the US. Usually that is an international distribution center down here in Miami but sometimes it is Chicago, Seattle, or New Jersey - it depends on exactly where it is going. From there they leave the US and go into the local postal systems. The USPS doesn't touch the package until the consolidator delivers it to them which is sometimes a couple of days after they pick up from us, and the USPS doesn't always process the packages immediately either. So by the time you see any kind of stamp on the package it has been a couple of days. For example if you place an order on a Friday it might be packaged that day but depending on the pickup schedule XPO might have already come, so they won't actually take it until Monday. Then the USPS might not receive and process it at the main distribution center for another day or two. It could be Wednesday or Thursday before it is stamped and moving out of the country. Even if you place the order on a Tuesday - picked up on Wednesday, at the USPS distribution center on a Friday but they may not process it until Monday. The USPS is in very bad shape financially and has been cutting back services; non-expedited shipments, domestic or international, are not a priority for them. They will process them when they get around to it.

Of course this consolidation service is only used for the free shipments to Canada, so if you pay for shipping it will ship via the method you choose, which is much faster. If you need your package right away we strongly recommend you choose a paid shipping option. Please keep in mind that the least expensive option that is guaranteed to be faster than the first-class consolidated is USPS Priority International which starts at $19. We obviously can't ship $25 orders for free and pay $19 on shipping.

International shipping is free or fast, not both The free shipping to Canada is delivered within 2 weeks over 95% of the time, but if you really need it right away and don't want to take a chance on it being delayed go with Priority or Express shipping.

Also regarding items out of stock, we NEVER intentionally sell something we don't have in stock. Never have, never will. We do make mistakes sometimes, and occasionally an employee may mis-list a game under the wrong name, but less than 0.5% of our orders have a mistake like that. In the last 6 months we've installed a new warehousing system, inventory system, and scanning system to make that number even lower.

As an FYI Ebay is our outlet only, our primary business (roughly 75%) is our website. Later this year we will actually be rebranding our Ebay store to it is clear that is only a secondary overstock channel, so you won't be seeing Lukie Games on Ebay much longer.

Finally we have experienced phenomenal, far higher than expected growth in the last year thanks to our loyal customers and fantastic employees. This year we will be in both the IRCE second 500 as one of the largest ecommerce companies in the world and the Inc 500 as one of the fastest growing companies in the United States. There have been a few bumps along the way but we are dedicated to giving our customers the best possible service which is why we have been investing so much in improvements and why we've hired so much additional staff.

If anyone has any questions, unresolved problems, or suggestions on how we can improve please feel free to email me directly, it's sara AT lukiegames.com

Thanks!

Sara Cover

[Breetai]

I just clipped out the main point:

For international shipping we use a shipping consolidator, XPO, which allows us to offer free shipping to Canada on orders over $25. Shipments are not taken to the post office, they are picked up from our location 5 days a week by the consolidator and then moved from our location outside Miami to a distribution center in the US.

In the end, what really pissed me off is their apparent* lying to my friends about shipping dates.

*See, I am giving them the benefit of the doubt here. I can even understand why they would say an earlier date to try and save face, but that doesn't make it right.

...and my asterisk has been explained. I'm glad I put that in there, so I don't look like a 100% fool.

Thank you, Sara, for that explanation! I will pass this on two my two friends who had the same confusion. This also explains why every American in this thread never mentioned this shipping date discrepancy.


[/quote]Also regarding items out of stock, we NEVER intentionally sell something we don't have in stock. Never have, never will. We do make mistakes sometimes, and occasionally an employee may mis-list a game under the wrong name, but less than 0.5% of our orders have a mistake like that. In the last 6 months we've installed a new warehousing system, inventory system, and scanning system to make that number even lower.[/quote]
That has happened and has been rectified on my case (only a $4 game, so no biggie) and with one of my friends (a variant on the same title, but with a $50 different. A refund was given). So, no problems here that have not been resolved.

Finally we have experienced phenomenal, far higher than expected growth in the last year thanks to our loyal customers and fantastic employees. This year we will be in both the IRCE second 500 as one of the largest ecommerce companies in the world and the Inc 500 as one of the fastest growing companies in the United States. There have been a few bumps along the way but we are dedicated to giving our customers the best possible service which is why we have been investing so much in improvements and why we've hired so much additional staff.

So, how crazy did it actually get over Memorial Day weekend? I guess that could be attributed to the mail system, but, in all honesty, that is when things got slow.


Anyway, thank you for getting these questions cleared up. I guess you kind of had to before I gave you guys a bad name, but it does show that you are trying which pretty much redeems you fully in my books.

[Breetai]

From Sara at Lukiegames, as posted at NintendoAge:

Well the good news is we're working on a lot of that [offering cases for Genesis games, and offering games for more consoles]. For Genesis it's a technical change we have to update in our system. We're planning to get that updated over the summer. Platforms like Turbografix and Sega CD we already have some, just building up before we get it out there.

Nice to see a major reseller is going to offer more stuff on her site. Hopefully she'll learn how to spell Turbografx.


As for me, it was the case that they didn't have CIB copies of the Saturn games that seem to be lost in the mail. They resent me order and I choose a few other items instead (as opposed to just getting a refund). I'm giving them the benefit of the doubt and continuing to do business here.

[Breetai]

Wow Lukiegames... what piss poor service you now have.

Buddy ordered a rather expensive game ($50-60 range). Got it in... yeah, he got the game all right, in a f$#*ing case for another game in the series.

Buddy contacts Lukiegames about the error. Their response? "Since we charge $3 for the cases, we will refund you $3."

Seriously? Lukiegames can go screw themselves I say. A $50-60 game is ordered. They make an error on a rather expensive case by sending the wrong one, and offer a THREE DOLLAR DISCOUNT? Sara, looks like you have let your company's customer service go to shit. Seriously, that is low. The customer should be send, for free and with priority shipping, the correct case on an expensive game like that. Not a $3 discount. @$$holes.

[gtmtnbiker]

The customer should be send, for free and with priority shipping, the correct case on an expensive game like that. Not a $3 discount. @$$holes.

Which game was it? I agree with what you said but perhaps the case is not available. In that case, they should have a no-cost return and a refund of your money. Has your buddy complained?

If that doesn't work, then initiate a chargeback with the credit card company.

[Breetai]

The customer should be send, for free and with priority shipping, the correct case on an expensive game like that. Not a $3 discount. @$$holes.

Which game was it? I agree with what you said but perhaps the case is not available. In that case, they should have a no-cost return and a refund of your money. Has your buddy complained?

If that doesn't work, then initiate a chargeback with the credit card company.

My friend wants to keep it anonymous, so I can't say the game. It IS a game that I think every single member here would be VERY pissed off about if this happened to them. It was advertised and purchased as a CIB game. So yes, the case should have been available.

He did not complain again about it after the initial complain AFAIK. In my opinion, he should be send the correct game free of charge by priority parcel, as this was totally their fault. They are a very large re-selling retro game company and it is very likely that they have more than one copy of this game in stock. If not... they are perfectly capable of finding another one. It's an uncommon game, so it is available if you look around online enough.

[garrett123]

I bought a n64 from them 2 years ago, the controllers didnt work(worn out), and they replaced them when I sent them back.

[ExedExes]

They always come up in searches on eBay, and I always think back to this thread and how many people get everything messed up, and I close it and move on.

[Zing]

In my saved searches, I exclude Lukiegames.

[bryan_65]

I just had Lukie Games buy an E Bay lot off me....don't know what to think about that. I hate re-sellers.