Stranded with wrong product after false promises

This review pertains to the Lamy online shop operated by LUKS where I made an order for 4 items including an expensive fine nib pen. The first issue was their failure to manage expectations in that a week after ordering I was still completely in the dark regarding an approximate shipping/delivery date - the order remained processing. I would be happy to wait even a month if I had any idea of the approximate timeline. Not a major issue though, I would just contact them to find out.

I emailed the support address to find out when I could expect the order and received an auto-reply with some links to Skullcandy info and a whatsapp number to continue support. I messaged and was told a representative would contact me. Two days and nothing so I messaged again and was told I would be contacted that day. Nothing that day. Eventually I received a call and I asked when the order would be shipping and they said they would process it now (almost felt like they needed this prompt to action the order). The next day the pen and one other item arrived, but without ink, which I was told the day before would be included by the customer services person. The pen was also a medium nib pen though I ordered a fine nib, so I couldn't use it. I phoned immediately and was told I would be contacted to swap out the nib. Ok, so far it hadn't been smooth but all was still fine - they were just inefficient at communication and mistakes happen.

Then a full six days passed without contact. I had the pen with the wrong nib still - the wrong product they had delivered. I phoned again and was told a courier would come the following day to swap it. So the following day I rearranged my plans to be available to swap the nib. Nothing. The next day I did the same to allow an extra day's grace. Nothing. This is the final straw and an unforgivable customer service failure: lying to me directly twice on the phone, inconveniencing me and leaving me stranded with the wrong product for over a week.

Almost a month after ordering I still have the wrong product even after hounding customer services with multiple calls. Having been deceived by their reps I am now done and have expended all the time and energy I care to, after writing this review.

Lamy is a fantastic brand which, in my one-time experience, is very poorly represented by this local group. The company feels lackluster; I received no sense that they cared about my satisfaction nor that there was an passion involved in this operation, from the buggy store (without shipping estimates) to the customer support to the execution. It is a pity because if they had managed expectations and been more competent I would have certainly used them again. Perhaps the missing piece is dedication to excellence, instead of dedication to profits. Ironically the more corners you try to cut to save on costs, the more you end up spending to deal with dissatisfied customers, and the fewer returning customers you will receive - I will not use Lamy SA online shop again; the experience does not fit the brand. This is retail karma - do it with pride and love and everyone wins or else grift and get reviews like this one.