Don’t Buy La Mundial Boots
:mad: I ordered a pair of tall boots and paddock boots at the same time. (Capital Challenge 2011) I finally got my tall boots 4 months later. They do fit, but I have not seen the paddock boots YET. That makes 6 months, going on 7.
Every time I call I get the runaround and I am told they will ship that Friday. HA, no way.
NON PROFESSIONAL< NON PROFESSIONAL
I
I retract my rave review!
As previously posted, I ordered tall boots from them and they arrived more or less on time and perfectly fitting.
Even after hearing the complaints here, I decided that it was good the first time, so let’s try it for custom half chaps!
I was measured in November at LAEC by their rep, but not the same one as last time. I also asked her if I could order boot trees even though I had purchased my boots earlier, and she said sure, no problem, we have your measurements on file!
I should have trusted my gut. I kept asking her what the options were for the half chaps, and she had no idea. She said she “forgot her book” and couldn’t look it up. When I offered to check the website, she said they weren’t on the website. So I asked for a few things and said, “why don’t you have them call me before they start the order.” I never got a call, so figured my description on the order was enough.
5 months later (2 months late) my order arrives. The half chaps look like they were made for someone 3 inches taller, with elephant feet (I wear a 6.5), and were quite thin and flimsy. The boot trees are HUGE and don’t even fit in my boots with them unzipped.
I sent them an email basically saying “this is a mess, and late, I don’t have time to ride in my disintegrating half chaps anymore, I’m sending them back and I expect a refund.”
The first email they sent me was addressed “Dear Customer” and stated that they didn’t know about the shape of my feet (you measured me!) and tried to blame the lack of fit on me. Really? The second, Dear XXX with my last name spelled wrong, even though my name was all over everything.
They bottom of their order sheet basically says “no refunds or chargebacks, we’ll work with you to make it right.” My position is, you breach your end I don’t have to wait until you get a rep out here to talk to me and then another 5 months for a replacement while I tear a hole in my leg with my old half chaps.
American Express agrees - I already have a temporary credit, pending final. So while I’m retracting my earlier endorsement of La Mundial, I will say “go AMEX” and next time, I’ll order the Parlantis. Or, in the case of half chaps, the Grand Prix.
Hello from La Mundial - new customer service and sales teams
Hello Everyone,
I wanted to say hello as I am the new U.S. Marketing Manager for La Mundial Custom Boots. To those of you who love your boots - I am overjoyed; I have my own pair and love them as well! To those of you who may have experienced issues in the past - I first would like to apologize. As some of you have mentioned, we had issues with sales reps in the past who made inaccurate measurements and they have since been let go.
I am posting in this forum to let you all know that 1) we have established a new sales team specifically trained to measure for La Mundial Boots, and 2) we have grown our Customer Service team to ensure that all our customers receive excellent service.
To those of you who still have outstanding issues, I would like to invite you to get in touch with our customer service team at (561) 459-1629 (a Florida #) or customerservice@lamundial.com to discuss options to ensure your satisfaction. We now maintain a repair team in Texas, for basic repairs, and also offer repair services here in Quito for more extensive issues.
Again, thank you to everyone who has been a La Mundial Customer in the past and please feel free to message me at customerservice@lamundial.com if I can help you with anything.
-Genevieve
Marketing Manager, La Mundial Custom Boots
Fun Size - Following up to specific customer issue
To Fun Size - I wanted to specifically apologize to you. I had heard about your situation and it sounds like as you mentioned, the rep did not know how to order half chaps. If there is anything else we can do to help you at this point, please let me know directly at customerservice@lamundial.com. Again, I apologize for the issues you dealt with, especially after you were so happy with your first pair of boots.
-Genevieve
[QUOTE=Fun Size;6271327]
As previously posted, I ordered tall boots from them and they arrived more or less on time and perfectly fitting.
Even after hearing the complaints here, I decided that it was good the first time, so let’s try it for custom half chaps!
I was measured in November at LAEC by their rep, but not the same one as last time. I also asked her if I could order boot trees even though I had purchased my boots earlier, and she said sure, no problem, we have your measurements on file!
I should have trusted my gut. I kept asking her what the options were for the half chaps, and she had no idea. She said she “forgot her book” and couldn’t look it up. When I offered to check the website, she said they weren’t on the website. So I asked for a few things and said, “why don’t you have them call me before they start the order.” I never got a call, so figured my description on the order was enough.
5 months later (2 months late) my order arrives. The half chaps look like they were made for someone 3 inches taller, with elephant feet (I wear a 6.5), and were quite thin and flimsy. The boot trees are HUGE and don’t even fit in my boots with them unzipped.
I sent them an email basically saying “this is a mess, and late, I don’t have time to ride in my disintegrating half chaps anymore, I’m sending them back and I expect a refund.”
The first email they sent me was addressed “Dear Customer” and stated that they didn’t know about the shape of my feet (you measured me!) and tried to blame the lack of fit on me. Really? The second, Dear XXX with my last name spelled wrong, even though my name was all over everything.
They bottom of their order sheet basically says “no refunds or chargebacks, we’ll work with you to make it right.” My position is, you breach your end I don’t have to wait until you get a rep out here to talk to me and then another 5 months for a replacement while I tear a hole in my leg with my old half chaps.
American Express agrees - I already have a temporary credit, pending final. So while I’m retracting my earlier endorsement of La Mundial, I will say “go AMEX” and next time, I’ll order the Parlantis. Or, in the case of half chaps, the Grand Prix.[/QUOTE]
Genevieve,
Thanks for posting here. I’m ready to order some La Mundial Boots measured by a bricks-and-mortar tack shop in the Pacific North West.
But I have questions:
Who guarantees fit in this case-- your company or the store who measures me and takes my money?
If the boots don’t work, what is your usual policy for resolving the problem? Do you remake them a specified number of times? Can the customer opt for a full refund at any time once the first pair of boots doesn’t fit? Is the buyer obligated to accept any after-market “fix” you (or the shop) chooses?
I ask because while this shop has great confidence in their ability to measure and sell La Mundial boots. They do not seem to use a written agreement, suggest an aftermarket cobbler in Texas who will do “miracles” like stretching leather more than 1" (which I don’t want done), and say they will “make the boots work.”
Can you fill me in?
And for the rest of you:
Does buying custom (anything) using a Visa or any other CC give you all of the consumer protecting you’d like? Or are we taking $700 risks?
Genevieve,
I do appreciate the response. I do so love my original tall boots, and will try again in the future once I see how the new US system works out.
MVP:
American Express at least has some protection, depending on which card. You can get their terms on the website.
Hi mvp,
Thanks for your further questions.
Re: who guarantees the fit? We (La Mundial) guarantee the fit, as the sales reps we work with are trained by us. So, in the event that your sales rep does not measure you properly, we will work with you on your order to ensure the boots fit. Of course the goal is for your boots to fit the very first time. I appreciate that people are willing to explain their situations, both good and bad, on this site - with 100+ years of history, we have had our share of both, but certainly the majority of customers are satisfied. I had the pleasure of attending Rolex Kentucky last weekend (an AMAZING event), and was overjoyed to meet so many happy current customers who brought their friends to order La Mundial boots.
Re: what happens if the boots don’t fit? Our boots are guaranteed to fit, and are guaranteed for a year after purchase. If the boots do not work for you, there are two immediate courses of action. If there is a minor issue, we have actually partnered with an Amish leatherworking family in Texas; we will cover the cost to send your boots to them for the repair. If the repair is more substantial, we do ask for you to send the boots back to our workshop in Ecuador (again, shipping costs paid), and then we will go about remedying the situation. If the situation cannot be resolved at that point, we review each customer’s issue on a case-by-case basis to arrive at a solution. As some of the current customers on this forum have mentioned, we do sometimes completely re-make the boots. As I mentioned in my earlier post, a lot of these issues stemmed from measurement problems from salespeople who no longer work with us.
Basically, the reason for the charge upfront and the refund policy is that the boots are of course custom-made for you and we want to avoid situations where people might change their minds during the time it takes to make the boots. However, in extenuating circumstances, we do sometimes have to revise that policy. Of course we are aware that customers have the option to reverse charges on their credit cards, but our goal is to avoid having to bring things to that point.
Again, feel free to email me at customerservice@lamundial.com anytime with questions. I am happy to help current customers or anyone considering purchasing La Mundial boots, as with mvp!
Genevieve
[QUOTE=mvp;6290294]
Genevieve,
Thanks for posting here. I’m ready to order some La Mundial Boots measured by a bricks-and-mortar tack shop in the Pacific North West.
But I have questions:
Who guarantees fit in this case-- your company or the store who measures me and takes my money?
If the boots don’t work, what is your usual policy for resolving the problem? Do you remake them a specified number of times? Can the customer opt for a full refund at any time once the first pair of boots doesn’t fit? Is the buyer obligated to accept any after-market “fix” you (or the shop) chooses?
I ask because while this shop has great confidence in their ability to measure and sell La Mundial boots. They do not seem to use a written agreement, suggest an aftermarket cobbler in Texas who will do “miracles” like stretching leather more than 1" (which I don’t want done), and say they will “make the boots work.”
Can you fill me in?
And for the rest of you:
Does buying custom (anything) using a Visa or any other CC give you all of the consumer protecting you’d like? Or are we taking $700 risks?[/QUOTE]
^^^
Thanks you very much!
Having seen your boots in person, I think La Mundial does a very nice job for the right price.
I also have ordered custom boots from companies based in the US. I’m no stranger to ordering custom, paying up front, making sure I have chosen someone with lots of measuring experience… or to my own weird legs.
I get it! That’s why I wanted to ask up front.
I will double check and make sure the store local to me has a rep who was trained by you. They have one person who does all the measuring (for three companies), so she sounds pretty expert.
I will call or e-mail you, Genevieve, and make sure you all have had good experiences with this store. It does no one any good if things get messed up between my legs in North American and your factory in Ecuador, right? I’ll do some “due diligence” on my end to help.
MVP, thanks again - if you do have any issues with the rep, as you said, definitely let me know! I agree, it sounds good if the person at the tack shop does measuring for 3 different companies. Let me know how it goes!
[QUOTE=mvp;6292906]
^^^
Thanks you very much!
Having seen your boots in person, I think La Mundial does a very nice job for the right price.
I also have ordered custom boots from companies based in the US. I’m no stranger to ordering custom, paying up front, making sure I have chosen someone with lots of measuring experience… or to my own weird legs.
I get it! That’s why I wanted to ask up front.
I will double check and make sure the store local to me has a rep who was trained by you. They have one person who does all the measuring (for three companies), so she sounds pretty expert.
I will call or e-mail you, Genevieve, and make sure you all have had good experiences with this store. It does no one any good if things get messed up between my legs in North American and your factory in Ecuador, right? I’ll do some “due diligence” on my end to help.[/QUOTE]
Genevieve -
I lost a pair of custom boots in our barn fire, and because I had bought them used from someone else, I am having trouble replacing them.
Do you all keep an inventory or a list of any “off” boots you may have from folks that had to have their orders re-made?
If you happen to have any boots returned that fit a USA ladies 9.5 foot, a tall height, and a wide calf (17"), please let me know, I would love to give someone’s return boots a try 
I have three pairs of these boots and adore them!! They are super easy to break in, but still last. My oldest pair I have had for two years and ride 3+ horses everyday in them. I think the key is to get measured correctly the first time. All three of mine were based off those measurements and are perfect. You can’t beat the quality for the price (as long as they fit).
Hi naters,
So sorry to hear about the barn fire - that is terrible news.
I will check on whether we might have any returns in stock that could fit you. Otherwise, we have reps in York, SC, and Waxhaw, NC, if you decide you want to get measured at some point!
Genevieve
[QUOTE=naters;6294085]
Genevieve -
I lost a pair of custom boots in our barn fire, and because I had bought them used from someone else, I am having trouble replacing them.
Do you all keep an inventory or a list of any “off” boots you may have from folks that had to have their orders re-made?
If you happen to have any boots returned that fit a USA ladies 9.5 foot, a tall height, and a wide calf (17"), please let me know, I would love to give someone’s return boots a try :)[/QUOTE]
You have reps here?? Can you PM me their contact info? Thank you!
Dini Jones from Equine Divine measures for La Mundial in Aiken, SC.
Just received my second pair. Love them, prefect fit and no break-in!!
any reps in lexington VA area?
A friend has brown La Mundial boots that are beautiful. Both my trainer and I want a pair. Have anyone who measures for them in this area? Anyone who might be coming to the Roanoke show?
thanks
La Mundial -
Can you PM me the contact info for the NC rep please? Thank you!
I ordered La Mundial boots jan 16 in Ct. The Check was cashed on Jan 18. Still have not seen boots. Called numerous times, still don’t have boots. Now no one is even answering phones.
Just received mine, love em, ordered while in Ocala in feb, got them yesterday!
so I wonder where mine are. You ordered yours after I did. They have been paid, yet I can’t seem to get an answer from anyone.
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