Hi everyone - brand new member here. I've been reading up on indies now after years of collecting, and I have a question, for anyone who might be willing to humor me:
Has anyone ever had an issue with Lemming Lacquer?
I've only heard a bit about the brand here and there, but I've bought from A LOT of indie makers, and Lemming is the only one I've ever decided to never buy from again based entirely on my interaction with the maker.
What happened was, I ordered two hauls from them and found that one polish, out of close to two dozen, seemed to have dried out; it still worked, but it was globby (unlike the lacquer's sisters) and there were gaps that wouldn't fill in the bottle. I read in the maker's policies and they stated that they replaced faulty polish, so I sent a cordial email describing the issue. After waiting longer than I'm used to from other makers to hear a reply, I was asked for photo and video, and provided these. After I didn't hear back again for even longer than the first time, I reached out again, and I guess the reason she didn't bother to reply was that she thought it looked like a faulty bottle. I explained again that it wasn't just the bottle but the formula that was very dry, and she kind of flippantly told me that she could "make me a new one if she has to" (or something to that effect). A) This didn't make much sense because it wasn't a pre-order and the item was still listed as available on her website, and B) I responded that I would really appreciate it if she could please? and then never received a replacement, or even a response.
I get that there are errors, especially after almost 10 years of polish buying; I always try to be as nice and patient as possible when letting a maker know an error has occurred. Lemming is the only maker who has *ever* made me feel like an annoyance to them. And only the second to take so long to respond that I had to email again to get a response (Different Dimension being the other, but once she contacted me, she was very nice and swift with correction - full disclosure, in her case, it was a major cap leak.) But, even if I was wrong, and it really was just a faulty bottle and the formula was perfectly as it should be - I've made mistakes before - still, every other maker I've ever emailed has been very kind and very quick to replace whatever leaked or broke or didn't work. So maybe I'm just spoiled by the amazing customer service of most other indie brands - BKL, KBS, even The Don Deeva treated me better. I'm just surprised, because from what I know, Lemming's a staple of the community... I just didn't receive the experience that others seem to have had before me.
TL;DR Lemming Lacquer's customer service, when cordially asked about a dry polish, was surprisingly bad. Anyone else experience this?