Whilst I give them a 4 star I think that the refund process was smooth, easy and quick from start to finish. Money in my account within the week of returning. I have read other reviews with customers... See more
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Review summary
Created with AI, based on recent reviews
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I received outstanding customer service from Lace & Beads. I needed to return my first dress as it was too small but had only a short time to replace with a bigger size in time for my neices weddi... See more
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Amazing service and the dresses are gorgeous. I have to mention the Customer Services Team in particular, who went above and beyond to help me make the right decision on my wedding dress. Sadiq could... See more
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I had an excellent first experience with Lace and Beads, I ordered a dress a size up after reading reviews that the dresses ran small. The dress was stunning but ended up being too big. After consulti... See more
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Company details
Written by the company
With over 40 years of expertise in delivering innovative fashion statements, Lace & Beads is dedicated to understanding the needs of its customer and creating a look that can transform an occasion. Founded in the heart of London, Lace & Beads offers a versatile product, designed and crafted for every customer. Our team of designers take inspiration from current trends and translate them into premium styles. We pride ourselves on quality workmanship entwined with both elegant classic shapes and exciting on-trend styles. This refreshing look is tailor-made with you in mind!
Contact info
London, United Kingdom
- +442073230535
- customercare@laceandbeads.co.uk
- laceandbeads.co.uk
4.1
Great
345 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 90% of negative reviews
Typically replies within 1 month
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Love love love 🥰
Beautiful dress, lots of compliments. I had to reduce the neckline a bit, but it wasn't a problem because there is enough material. LOVE ! ❤️❤️
May 28, 2024
Reply from Lace & Beads
Thank you for sharing your thoughts with us! We’re thrilled that you’re happy with the dress and its quality. Your feedback means a lot, and we look forward to continuing to provide you with beautiful, high-quality pieces.
Good quality dress
Good quality dress. Looks just like the photo. Straight forward returns process (purchased 2 sizes). Accurate sizing. Happy daughter.
May 28, 2024
Reply from Lace & Beads
We thank you for the positive review. It's wonderful to hear that you had a positive shopping experience. It's always a relief when what you order matches up with what you see online, especially when it comes to clothing. And having a straightforward returns process is definitely a plus, especially when ordering multiple sizes to ensure the perfect fit. It's great to hear that your daughter is happy with her new dress. If you need assistance feel free to contact us.
So happy with my purchase
So happy with my purchase. Bought it on bank holidays weekend. And panicked with I realised there wud be no postage, as I needed it for the following weekend and I live in Northern Ireland. Sent a wee email to company explaining. Offered to pay additional postage to get it here quicker. But they never took additional payment - and sure enuff. I received the dress on the Thurs. ready for the wedding. Fit like a glove. And on the day everyone commented on the dress saying it was like something from a Dior ad. So so so happy with the purchase, fit, and service. Never felt as well a fit. Told everyone where it was from. Wud defs buy from here again. Thankyou! Site recommended a 10 based on details (was sold out) - I’m normally an 8…
Chanced an 8 and fit perfectly. So be careful of fit.
May 28, 2024
Reply from Lace & Beads
We thank you for the positive review. What a fantastic experience! It sounds like the company went above and beyond to ensure you received your dress in time for the wedding. It's great to hear that the dress fit perfectly and received such high praise. Sharing your positive experience and recommending the site is incredibly valuable for other shoppers. It’s great to hear that the sizing worked out well for you even though you had to take a chance with the size 8. If you need any more assistance or have questions in the future, feel free to contact us.
Pleasant surprise
Initially, I was a bit worried due to my previous experiences with other stores, but I was pleasantly surprised by how outstanding and brilliant this experience was. My daughter needed a dress for her prom and loved the ones available at Lace & Bead. We ordered a few dresses to choose from, and they arrived exceptionally quickly. The dresses were very well-made and of excellent quality. We kept one and returned the other two. On the third day, we received confirmation that our returns were processed and the remaining amount was refunded without any fuss. It was hassle-free shopping with great customer service. Highly recommended!
May 23, 2024
Reply from Lace & Beads
We thank you for your positive review. It sounds like Lace & Bead provided an exceptional shopping experience, turning your initial worries into satisfaction. It's wonderful that your daughter found a prom dress she loved and that the process of ordering, returning, and getting a refund was seamless and efficient. High-quality products and great customer service make a big difference. Thank you for sharing your positive experience, and I'm sure it will help others feel confident in shopping with us. If you need assistance in the future, feel free to reach us.
Beautiful dress
Beautiful dress, came promptly and the quality was excellent, highly recommend.
April 29, 2024
Reply from Lace & Beads
We thank you for the positive review. It sounds like you had a great experience with your dress purchase. If you need any assistance or have any questions, feel free to ask. Enjoy your beautiful dress!
Lovely dress at an incredibly reasonable price
The dress arrived on time and for the price I am delighted with the look and quality. Perhaps the packaging could be slightly improved. For a gown like this, a hanger and a bit of tissue paper between the layers would have been preferable, even if I'd payed a bit more for P&P
April 25, 2024
Reply from Lace & Beads
Thank you so much for your kind words! We’re so glad to hear that you found our team member helpful and nice. Providing excellent service is always our priority, and your feedback means the world to us. We hope to assist you again soon and make your next experience just as wonderful!
I’m sorry it didn’t look good on me
I’m sorry it didn’t look good on me. I will return it.
May 1, 2024
Reply from Lace & Beads
We're truly sorry to hear that the item didn't meet your expectations.
Your satisfaction is our top priority, so please feel free to initiate the return process, and we'll ensure a smooth and hassle-free experience for you.
If there's anything else we can assist you with or if you have any feedback to share, please don't hesitate to reach out to us customercare@laceandbeads.co.uk
We appreciate your understanding and hope to have the opportunity to serve you better in the future.
Extremely problematic shipping
I order the dress 22th april. It got stuck in the toll and I needed to pay over 350SEK. After that the package is still stuck and my birthday party is tomorrow, when i planned to use the dress. So whenever it comes it will be an return.
April 23, 2024
Reply from Lace & Beads
Thank you for sharing your feedback and expressing your concerns regarding your recent order.
Upon reviewing the details of your order, it was placed on April 22nd at 20:28, which unfortunately fell after our dispatch cutoff time for that day. Consequently, your order was dispatched the following day, on April 23rd.
We would like to provide some clarification. As per our delivery policy, shipments typically take 4-8 business days to reach their destination. Since today marks the 8th business day since dispatch, we acknowledge that your package has taken longer than expected to arrive.
We want to emphasize that we have been transparent about potential delays in deliveries, particularly due to recent changes in customs procedures following Brexit. On our website, we have mentioned :
"Deliveries into Europe may be subject to delays due to new Brexit customs procedures. Due to Brexit, all European deliveries are now subject to taxes and customs charges. These costs and the related formalities are the responsibility of the customer/recipient. They are to be paid to the carrier."
This notice includes information about customs charges, ensuring that our customers are informed about any additional fees they may incur.
You can find more information about our delivery policy at
https://www.laceandbeads.co.uk/pages/delivery-policy
Should you have any further questions or require assistance, please reach out to us at customercare@laceandbeads.co.uk
Beautiful dress
April 22, 2024
Reply from Lace & Beads
We thankyou for your positive review. It sounds like you're admiring a beautiful dress. Finding the perfect dress can really elevate an occasion or simply brighten your day. it's wonderful to appreciate the beauty in well-designed clothing. If you have any questions feel free to contact us.
Perfect bridesmaid dress!
Dress is lovely and arrived quickly to the USA. I sized up after reading the comments and I’m glad I did. It fits perfectly. I’m 5.2ft 103lbs
April 22, 2024
Reply from Lace & Beads
We thank you for your positive review. I'm thrilled to hear that you found the perfect bridesmaid dress and that it arrived quickly to the USA. Sizing up based on the comments was a smart move, and I'm glad it worked out well for you. It's wonderful to hear that it fits perfectly. Your height and weight information will be helpful for others considering the dress as well. If you have any other questions or need further assistance, feel free to reach out.
Reply from Lace & Beads
We thank you for your positive review. It's fantastic to hear that you received quick delivery and that the two dresses you ordered are perfect for black tie events. Quick delivery can definitely enhance the excitement of receiving your order, especially when you have special events coming up. I'm glad to hear that you found dresses that suit your needs. If you ever need more assistance or have any other events to shop for, feel free to reach out to us.
Dress was good quality just didn't fit
Dress was good quality just didn't fit. Returning is quite difficult though
April 2, 2024
Reply from Lace & Beads
We apologize for the inconvenience caused to you. We understand your disappointment about the sizing ran smaller than expected, But hopefully this will help you for the future orders.
Providing excellent service is always our priority, and your feedback means the world to us. We hope to assist you again soon and make your next experience just as wonderful!
impossible to reach out to the support team
It’s impossible to reach out to their support team. I tried contacting them on social medias and through email and I never got a response. The delivery was done correctly and my purchase arrived quickly, but I really needed to reach out to their customer care and they are irresponsive.
April 2, 2024
Reply from Lace & Beads
Thank you for reaching out to us. We're delighted to hear that your recent order was arrived quickly.
We sincerely apologize for the delay in responding to your email. This does not align with our usual high standards of customer service, and we regret any inconvenience it may have caused.
Please be assured that addressing customer inquiries promptly is a top priority for us. We are actively investigating the issue to ensure it doesn't recur in the future.
Additionally, we're thrilled to announce that a green version of the Ophelia dress you've been seeking will soon be dropping next week. Keep an eye on our socials for updates on its availability.
Your satisfaction is of the utmost importance to us, and we appreciate your patience and understanding. Should you have any further concerns, please don't hesitate to contact us at customercare@laceandbeads.co.uk.
Reply from Lace & Beads
We Thank you for your positive review. It sounds like you've had a wonderful experience purchasing when it comes to online shopping with us. If there's anything else you need assistance please don't hesitate to reach out to us.
Reply from Lace & Beads
Thank you for the kind words! Helping people is what I'm here for, so I'm glad to hear that you find the assistance valuable. If there's anything else you need assistance please don't hesitate to reach out to us.
The dress I got fitted well but the…
The dress I got fitted well but the colour wasn’t as I thought it would be so I returned it. I think there was a mix up with the returns address and this caused my return to be delayed, that being said, they were super polite and helpful in resolving the issue for me and I got my refund. Really good customer service and good quality clothes.
April 12, 2024
Unprompted review
Reply from Lace & Beads
It sounds like you had a mixed experience with your dress purchase, but overall, it's great to hear that the customer service was helpful and that you were able to resolve the issue satisfactorily. While it's unfortunate that there was a mix-up with the returns address causing a delay, it's wonderful that the staff were polite and efficient in addressing the issue and ensuring you received your refund. It's also reassuring to know that you found the quality of the clothes to be good despite the color discrepancy. If you have any further questions or need assistance in the future, feel free to reach out anytime.
Reply from Lace & Beads
We apologize for the inconvenience caused to you. We understand your disappointment about the international shipping cost, But hopefully this will help you for the future orders.
If you have any further queries or concerns, please do not hesitate to reach out to us directly at customercare@laceandbeads.co.uk
Don’t Waste Your Money
Purchased a dress. Their site is not clear that customs charges are not included. They charged me a whopping 12.99 to deliver to Ireland. Plus the 20 something in customs charges.
All of that could be overlooked if their dresses weren’t poor quality. It looks nice but it is NOT worth the price point. To make matters worse, I received my dress and when I went to try it on found the zipper was broken. I emailed customer support and sent a message on Instagram with no response. I have a week before my event so I am not sure what I am supposed to do at this point. Avoid this brand.
April 5, 2024
Unprompted review
Reply from Lace & Beads
Thank you for taking the time to share your feedback with us.
We sincerely apologize for any confusion regarding the customs charges associated with your recent purchase. Transparency is of utmost importance to us, and we strive to ensure that all relevant information, including customs charges, is clearly stated on our website. However, we acknowledge your point and will work diligently to make this information more prominent, particularly on the checkout page.
Regarding the quality of the dress and the issue with the broken zipper, we are deeply sorry for any disappointment this has caused you. Please rest assured that each of our products undergoes rigorous quality checks to uphold the standards we aim to deliver to our valued customers, such as yourself. We understand that this particular instance falls short of our usual standards, and we are committed to addressing it promptly.
In response to your inquiry, we did receive your email on April 10th at 06:50 , and we responded on the same day at 21:13, requesting the images of the broken zipper to assist us in providing you with the best possible resolution. Your satisfaction is our top priority, and we are eager to work with you to resolve this matter satisfactorily.
Didnt get my order
March 4, 2024
Reply from Lace & Beads
Thank you for sharing your feedback with us.
We apologize for the inconvenience caused to you.
Upon investigating the matter, we found that your package encountered unexpected delays during transit to Kuwait. Despite our efforts to track and resolve the issue promptly, it seems the package may have been lost in transit.
As a result, we have initiated a full refund for your order and informed you via email. You can expect the refunded amount to be reflected in your account within 3-5 business days.
If you have any further queries or concerns, please do not hesitate to reach out to us directly at customercare@laceandbeads.co.uk
Reply from Lace & Beads
We Thankyou for your valuable feedback. I'm glad to hear that both the ordering and delivery processes were successful. If there's anything else you need assistance feel free to contact us.
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