Greenghost Posted October 19, 2006 Share Posted October 19, 2006 Mr. Chung, After e-mails to you and your company address with no response, I will appreciate if you could contact me via this forum. Back in August I placed and order for 90.00 USD out of what you only shipped about 80.00 of the order, to make the things worst, from what I ordered there was some Airdoc decals and the Isradecal F-16 Sufa decal. The person responsible for shipping only throw away the decals in a regular envelope with other kits and no protection so far, as you can imagine both decals get damaged. The damage is not a disaster and even I probably can live with it would be nice to have at least a "won't happen again" response. I have learned the lesson and won't order decals again from you, however according to your policies I'm entitled to a discount coupon that never arrive with my first order, so my questions to you are. What will happen with the pending order that you have already charge to my credit card? How can I make efective my discount coupon if I want to make another purchase. I will appreciate your prompt response. Saul Quote Link to post Share on other sites
gtypecanare Posted October 19, 2006 Share Posted October 19, 2006 (edited) Mr Chung, I have sent you some emails in regards to this order CM0610-012461, please contact me as soon as possible. So we can resolve some issues! Thank you! George Canare Edited October 19, 2006 by gtypecanare Quote Link to post Share on other sites
EF Posted October 19, 2006 Share Posted October 19, 2006 I placed and order and my credit card was charged on May. Still nothing! And I see my order hasn't been shipped yet, why? Quote Link to post Share on other sites
gtypecanare Posted October 20, 2006 Share Posted October 20, 2006 Thanks Raymond for resolving the issues with my order. Quote Link to post Share on other sites
Greenghost Posted October 21, 2006 Author Share Posted October 21, 2006 Mr. Chung, It looks like you actually have read this thread since gtypecanare said that his issue was resolved. Would you be so kind to contact me. I would like to place another order but I'd hate to find that you will charge my card, no kits shipped and no e-mail responses, in addition I'd like to know if are you going to honor you coupon discount policy or not? Again I will appreciate if you can contact me. Regards GG Quote Link to post Share on other sites
Mattcooke Posted October 23, 2006 Share Posted October 23, 2006 Hey GG, contact him via PM.His ARC name is Raymond Chung or contact him via email:raymond@luckymodel.com. When I have a problem I just contact him via PM or email and I mostly get a response very quickly. I've so far had no problems with Luckymodel.Great company and service. Daniel Quote Link to post Share on other sites
VFA-103guy Posted October 23, 2006 Share Posted October 23, 2006 Guys- I will back Raymond up 100%, and for this thread to be in the bad trader section is uncalled for. Lucky Model is one of the best on line dealers in the industry next to Sprue Brothers, and Raymond is an honest trader/seller. Brian Marbrey Quote Link to post Share on other sites
CW4 Erick Swanberg Posted October 23, 2006 Share Posted October 23, 2006 Second that exactly what Brian said Erick Quote Link to post Share on other sites
afterburner Posted October 24, 2006 Share Posted October 24, 2006 Second that exactly what Brian said Erick Yessir. I'll chime in too- top notch from Lucky Model and Raymond. Quote Link to post Share on other sites
Greenghost Posted October 24, 2006 Author Share Posted October 24, 2006 (edited) Gents, With all do respect, this is not a popularity contest. If you did not read well my post I said I have e-mailed his company and his personal address, I have posted this thread and still no answer after 2 months. If you have something good to tell about Lucky Model go ahead and posted in the Good Treader forum. I'm seated here waiting for response and the guy has 10.00 USD from me, those are the facts. So buy at your own risk, if you dare, do so only with On Stock items and No Decals. Chances are that you don't receive any response. GG. Edited October 24, 2006 by Greenghost Quote Link to post Share on other sites
VFA-103guy Posted October 24, 2006 Share Posted October 24, 2006 Gents,With all do respect, this is not a popularity contest. If you did not read well my post I said I have e-mailed his company and his personal address, I have posted this thread and still no answer after 2 months. If you have something good to tell about Lucky Model go ahead and posted in the Good Treader forum. I'm seated here waiting for response and the guy has 10.00 USD from me, those are the facts. So buy at your own risk, if you dare, do so only with On Stock items and No Decals. Chances are that you don't receive any response. GG. You're right, it's not a popularity contest, but you still have no room to complain. You ordered an item he didn't have in stock for starters, and he maybe waiting for a shipment to come in. Also, he sent you what he had in stock. I say you need to give him the benefit of the doubt instead of blasting him here on the boards, and exercise a little more patience. You're not the only customer Raymond deals with. Whenever I talk with Raymond, through email, it takes him a week to 2 weeks just to get back with me. As for the damage on your decal items, he can't be responsible for what happens to items during shipping. And to believe that Raymond or any of his crew would intentionally just throw decals unprotected in a box with your models is highly unlikely. For all you know, customs may have inspected your package, opened the envelope with the decals in it, and just threw the decals back in the box. The scenario is very likely to happen. Quote Link to post Share on other sites
Greenghost Posted October 24, 2006 Author Share Posted October 24, 2006 You're right, it's not a popularity contest, but you still have no room to complain. You ordered an item he didn't have in stock for starters, and he maybe waiting for a shipment to come in. Also, he sent you what he had in stock. I say you need to give him the benefit of the doubt instead of blasting him here on the boards, and exercise a little more patience. You're not the only customer Raymond deals with. Whenever I talk with Raymond, through email, it takes him a week to 2 weeks just to get back with me. As for the damage on your decal items, he can't be responsible for what happens to items during shipping. And to believe that Raymond or any of his crew would intentionally just throw decals unprotected in a box with your models is highly unlikely. For all you know, customs may have inspected your package, opened the envelope with the decals in it, and just threw the decals back in the box. The scenario is very likely to happen. Again, you are not reading...I have wait for 2 months=8 weeks>2 weeks, I have and continue giving the benefit of doubt, I just want a word from him. You don't have the facts only feelings, I have bought decals from you, two bobs, great models, squadron, meteor, flight decs,sprue brothers, hannants, aussie decals-southeast hobbies, zotz and others in the forum and never complain. From Lucky Models I bought decals and Isradecal conversion set all throw in a regular envelope, no cushion, no cardboard, no protection=decals damaged. You don't have facts, I don't know you so I won't discuss my feelings with you. Regards GG Quote Link to post Share on other sites
Kelly Quirk Posted October 24, 2006 Share Posted October 24, 2006 8 weeks with no response? I'd be complaining too.... Quote Link to post Share on other sites
afterburner Posted October 24, 2006 Share Posted October 24, 2006 (edited) GG we are not trying to take away from the issue here, which is that you are disatisfied with the service. From your end that is understandable. I used to sort packages and Customs regularly is rather unfriendly with envelopes etc. Raymond knows better than to send the pieces in a shoddy envelope as Customs would not recognize that resin is delicate. That, unfortunately is beyond Raymond to control and within reason to decline. As to the contacting, I have always gotten a response, ALWAYS. Sometimes it does take a week or two. It could be a variety of things like spam filters etc. Try emailing again, and cc it to his email and luckymodel's address. Edited October 24, 2006 by afterburner Quote Link to post Share on other sites
Raymond Chung Posted October 29, 2006 Share Posted October 29, 2006 Mr. Chung,After e-mails to you and your company address with no response, I will appreciate if you could contact me via this forum. Back in August I placed and order for 90.00 USD out of what you only shipped about 80.00 of the order, to make the things worst, from what I ordered there was some Airdoc decals and the Isradecal F-16 Sufa decal. The person responsible for shipping only throw away the decals in a regular envelope with other kits and no protection so far, as you can imagine both decals get damaged. The damage is not a disaster and even I probably can live with it would be nice to have at least a "won't happen again" response. I have learned the lesson and won't order decals again from you, however according to your policies I'm entitled to a discount coupon that never arrive with my first order, so my questions to you are. What will happen with the pending order that you have already charge to my credit card? How can I make efective my discount coupon if I want to make another purchase. I will appreciate your prompt response. Saul Dear Saul, Sorry that I have not been "watching" this forum for a while. And would like advise your email address, I have not received any message indicate a damaged decal (or your message may send to the customer services email info@luckymodel.com already, but I will look after this for you). We have simiar case that some customers does not receive our email due to "SPAM" control blocking the email in/out. (e.g. AOL.com) For the decal packaging, normally, if the customer only order decal, we will put a cardboard to back it up to avoid being blend. However, if the decal come with a kit, we will normally wrap the kit with decal with bubble warp. To your experience, it seems the packing guy just put the decal along side with the box. (Do you receive it in a box ? Or just bubble envelope ? ) If the decal damaged alongside the with kit, we will check if we can put a new packing policy to avoid the problem. This is true that we put seriously on packing job. For example, we have changed to a new carton box vendor to have a stronger carton box for shipment. For the credit card issue, I would like to take one more chance to explain our difficulities. Unlike most other on-line shop, we are using a Verify By Visa credit card on-line payment system where we don't keep any customer's credit card information. The way works similiar to PayPal payment. Therefore, when you "pay/authorized" the transactions, the system allocate the credit limit from your credit card.And we just got the "authorized" message from our bank and proceed with the order. The problem come out.. if the order cannot be fully delivered, what should we do ? Some customers want to backorder, some wants to ship everything together, some customers just want to cancel the whole things.... a lot of choice and pattern. But our banker also impose a limit for us, we have to charge the amount from the bank within 7 days, otherwise, we will no longer able to get the funds. Our current procedure to "backorder" automatically for the customer and ship in stock items to the customer first. We have no choice to "re-charge" to the authoized transactions for backorder items, therefore, we have to "charge" the original order amount from it. As many ARCers fellows may know, LuckyModel do not charge additional shipping due to partial shipment. We bear any additional shipping cost as this is the responibility of us to send the goods in the "foresaid" amount in the order. For the unshipped items, any customer can call-off the transactions, replace with another items. If call-off/cancel the unshipped items, we can arrange the refund to the credit card. However, due to the fact, our banker does not have electronics refund system, we have to fill in the refund application form for refund procedure. This does not like PayPal system which we can just click and refund within mintues. Currently, every refund would require 2 weeks to complete. We have considered changing the above policy for a long time, but our limitation to our banker and also some suppliers would create a headache. Therefore, it is sometimes we "forget" to charge customer credit card (the due day pass 7 days) and we ship the backorder out. Since our current policy is running partial computer system, partial manual process, some overlook may occur. If you find any trouble, please don't hesitate to contact me at raymond@luckymodel.com or raymondchung@hotmail.com for direct resolution. We are developing some new application system to resolve this matter in the coming months. Once the new system are in place, those problem could be avoid. I have send you a PM, if you read it, please let me know and I will resolve your issue. Regards Raymond Chung LuckyModel.com Quote Link to post Share on other sites
Greenghost Posted October 29, 2006 Author Share Posted October 29, 2006 Dear Saul,Sorry that I have not been "watching" this forum for a while. And would like advise your email address, I have not received any message indicate a damaged decal (or your message may send to the customer services email info@luckymodel.com already, but I will look after this for you). We have simiar case that some customers does not receive our email due to "SPAM" control blocking the email in/out. (e.g. AOL.com) For the decal packaging, normally, if the customer only order decal, we will put a cardboard to back it up to avoid being blend. However, if the decal come with a kit, we will normally wrap the kit with decal with bubble warp. To your experience, it seems the packing guy just put the decal along side with the box. (Do you receive it in a box ? Or just bubble envelope ? ) If the decal damaged alongside the with kit, we will check if we can put a new packing policy to avoid the problem. This is true that we put seriously on packing job. For example, we have changed to a new carton box vendor to have a stronger carton box for shipment. For the credit card issue, I would like to take one more chance to explain our difficulities. Unlike most other on-line shop, we are using a Verify By Visa credit card on-line payment system where we don't keep any customer's credit card information. The way works similiar to PayPal payment. Therefore, when you "pay/authorized" the transactions, the system allocate the credit limit from your credit card.And we just got the "authorized" message from our bank and proceed with the order. The problem come out.. if the order cannot be fully delivered, what should we do ? Some customers want to backorder, some wants to ship everything together, some customers just want to cancel the whole things.... a lot of choice and pattern. But our banker also impose a limit for us, we have to charge the amount from the bank within 7 days, otherwise, we will no longer able to get the funds. Our current procedure to "backorder" automatically for the customer and ship in stock items to the customer first. We have no choice to "re-charge" to the authoized transactions for backorder items, therefore, we have to "charge" the original order amount from it. As many ARCers fellows may know, LuckyModel do not charge additional shipping due to partial shipment. We bear any additional shipping cost as this is the responibility of us to send the goods in the "foresaid" amount in the order. For the unshipped items, any customer can call-off the transactions, replace with another items. If call-off/cancel the unshipped items, we can arrange the refund to the credit card. However, due to the fact, our banker does not have electronics refund system, we have to fill in the refund application form for refund procedure. This does not like PayPal system which we can just click and refund within mintues. Currently, every refund would require 2 weeks to complete. We have considered changing the above policy for a long time, but our limitation to our banker and also some suppliers would create a headache. Therefore, it is sometimes we "forget" to charge customer credit card (the due day pass 7 days) and we ship the backorder out. Since our current policy is running partial computer system, partial manual process, some overlook may occur. If you find any trouble, please don't hesitate to contact me at raymond@luckymodel.com or raymondchung@hotmail.com for direct resolution. We are developing some new application system to resolve this matter in the coming months. Once the new system are in place, those problem could be avoid. I have send you a PM, if you read it, please let me know and I will resolve your issue. Regards Raymond Chung LuckyModel.com Mr. Chung and others, First of all if you read my original post, you will find that the only thing that I wanted is to have communication with you, it is very unfortunate the way that the thread derivate but that happens when people get emotional and attached to issues that in reality are not their own, please accept my sincere apologies. Although not very important I will explain the issue with the decal to benefit of you and other customers to avoid happen again. My order include 2 aftermarket decals so as you know they come packaged separately one was Isradecal IAF-55 for the Sufa F-16D including a CD and also an AirDoc A-7D decal, along with that was the IsraCast 72002 conversion kit for the F-16B and the Fujimi A-4M which is pending. The issue was that both decals and the conversion kit were place in a regular envelope all together, no box, maybe the person from packaging thought that the CD would help to protect both decals and the conversion kit is in its own box, at being in the same envelope and with the way that envelopes are handled, both decals get damaged, to my luck the damage happend to versions that I'm not interested in using that is way I can live with that and I'm really not interested in making a big deal out of it but maybe somebody could be affected if that practice continues. As far as the pending amount I understand perfectly what you explain, I have wait longer for some pre-ordered items with no problem, I just would like to know if you think you will ever be able to fill the order for Fujimi A-4M or should I cancel and look for it somewhere else? On the other hand as far as availability and shipping times I'm extremely happy with Lucky Models and would like to place another order I just want to know what should I do to make the discount coupon effective since the coupon didn't arrive with my first order. Finally to avoid all this fuzz, I would suggest that somewhere in you website is clearly stated the way that order-payments are handled so everybody knows upfront what is going on. You have my e-mail now I'm sure we will continue a good customer-supplier relationship. Thank you. Quote Link to post Share on other sites
Henrik B Posted October 29, 2006 Share Posted October 29, 2006 I just want to know what should I do to make the discount coupon effective since the coupon didn't arrive with my first order. I don't think you get a physical coupon, if I remember correctly from my first purchase two years ago you get a email with a code that you enter when you place your next order. If you have had problems with emails from/to you you may have tha answer right there (have you recieved ANY emails from luckymodel? You should get one when your first order ships, for instance, and a order confirmation. It may be that you emails get through but their replys get lost... Just a thought). Quote Link to post Share on other sites
Greenghost Posted October 29, 2006 Author Share Posted October 29, 2006 To all, Mr. Chung has contacted me and we have been able to sort out everything, I don't find adding more messages to this thread valuable, if administrators want to close it would be fine. If somebody else has any concern and want to contact me directly please do so via PM. Thanks GG Quote Link to post Share on other sites
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