Hi there! Jessica here from Lumiere. I wanted to jump in as customer satisfaction and feedback is so important to us.
Firstly, regarding the chin pad; the design of these nosebands has recently been updated to make them more adjustable. The original design offered maximum padding with gel cushioning, & was designed for a noseband that was a very correct fit, but the pad would be out of alignment if the fit wasn’t correct (eg on a really large or small hole). We have now come up with a new design and as of 2022 stock this is rectified.
Secondly, sincerest apologies that you didn’t receive a response from the customer service team. We use a ticket system for all of our channels (email / Facebook / instagram) so nothing is missed. We would love to hear from you via customer@lumiereequestrian.com so we can look into what occurred with your original ticket and resolve this for you.
Regarding crank vs non-crank nosebands. Trends come and go in all things, and currently there is a trend away from crank closures due to a perception that they can be leveraged to close too tight. The risk of this is only in the hands of the user, but regardless, we received overwhelming requests to change to a standard closure which is why that change occurred. We listen to our customers. There was a period of time where we needed to re-shoot all of our bridles to reflect this change, which didn’t happen overnight. Our images are now almost all updated.
Apologies to anyone that feels it is an overstep for a company to jump in on a forum chain, but information lives on for years on the internet and there are some simple things here that I could provide a quick answer for to remove any confusion or concerns. 