Worst customer service
I rarely leave negative reviews, but this was by far the most frustrating return process I’ve ever experienced.
I spent over $200+ with Mama Luma. One of the children’s boots arrived defective, yet I was required to pay $49.35 out of my own pocket to return the defective item because the company would not provide a prepaid return label.
I mailed the return on May 8 and never received my refund. I had to contact the company myself, only to be told they wouldn’t process it without the tracking number.
Obtaining that tracking number became an ordeal. I went to FedEx multiple times, called customer service twice, and even searched through my credit card statements to identify the exact shipping date before I was finally able to retrieve it.
What disappointed me most wasn’t just the refund delay—it was the complete lack of customer service. At no point did anyone try to investigate the return using my order number or warehouse records. The responsibility was placed entirely on me, despite the fact that I had already returned the merchandise and paid to ship back a defective product.
Mistakes happen. What defines a company is how they resolve them. Unfortunately, this experience showed me that customer service is not a priority. I will not be shopping here again and cannot recommend this company based on my experience.