Lovelei Reviews 147

I honestly cannot believe how badly trained the customer service reps are for this company, emails and direct messages via social media replies are unprofessional and ill-mannered and when I made it clear how disgusted I was with the communication I was then blocked! How very childish for a business. They are really slow with product distribution so if you want something fast it won't happen, if you inquire delivery time you get awful unfriendly replies. Much better companies out there doing the same thing with professional friendly customer service.

Response to the reply: This reply is partly untrue the conversation happened privately on direct messages, I also communicated through emails, take responsibility for your errors as a business, the public are open to leave comments on social media posts if a service isn't good enough, what does it say about the business that deletes negative comments and blocks people? As I can see from other reviews people have received the same defensive, rude and unprofessional responses. Not sure why this business has even succeeded at all with attitude like this from it's staff and it's owner.

I Cried on my Wedding Day - Unfortunately cannot recommend.

I purchased my bridal robe and my bridal party robes, knowing that on their website it takes 35 working days to deliver because of the current climate. I was fine with this because It should still have arrived within a fine time period to get the robes boxed and ready for my postponed wedding day.
However once it was getting close to the 35 days I contacted the company to see if I could get an ETA on how the order was coming along. I don't believe they even had the robes in at this point and it was only notified to me then that I wouldn't receive the pyjamas from my order either.
I was assured the order would arrive on time.... when it got to the crunch point where I knew it wouldn't arrive on time, I asked if the order could be cancelled.... Of course it was ignored... Long story short I had waited so long for these robes to arrive I couldn't get any substitutes (even though my poor bridesmaids ran through 2 sets of shopping centres to find SOMETHING we could wear) and I ended up crying on my wedding morning, overheating in a thick dressing gown substitute because of the stress and disappointment of it all. I arrived home after the wedding to find they had been delivered. Too late.

They are however very good quality robes - but If you want anything - make sure you order 5-6 months in advance just to be sure!

I placed an order of 3 sets of pjs for me and my bridal party back in July, however I am still waiting on my order. I have tried contacting customer service, yet every one of my emails have been ignored. My wedding has had to be postponed to next year therefore all I specified in my emails was an update on my order, but as their customer service won’t even respond to my emails, I have no idea if I will even receive my order. I am very disappointed by their service.

Very good service and great quality items we received sooner than expected, overall excellent.

The items are lovely its just a pity the customer service is so shocking. I am still an item short I have waited 2.5 months for a Xmas jumper that will now be wearable for a week as opposed to the month intended
Now I appreciate that covid has effected deliveries however I believe this order was lost and made up quickly. When I queried about it I was questioned about it rather than reassured. There was very little in the way of an apology or reassurance at all .better customer service training is needed. I had to chase several times before finally arriving the 19th Dec it was ordered in October and arrived without the gift box. Shocking service. Its such a pity as the items in themselves are very nice. But the whole thing has put me off ordering again

Ordered my items in the beginning of November 2020 and still they have not arrived ??? Apparently it’s closed for Xmas yet I still have had no response to previous messages sent. I’m really disappointed!! As the things look really lovely .

I ordered matching family Christmas Pyjamas and there was a mix up due to Covid and delayed deliveries. However I issued my concerned as I was worried I wouldn’t receive them in time for Christmas. After discussions we agreed to change to another design of pyjamas and they let me choose the personalisation and got these to me by the next few days. They kept me informed with all the delivery information. Once arrived they looked amazing. The kids are going to be so happy on Christmas Eve evening/ Christmas morning. You have saved Christmas. Very hard this year for small business to get everything right and mistakes happen but so pleased you were able to put things right for me. Cannot wait to wear them next week. Merry Christmas x

I have ordered 5 personalised Christmas pyjamas on 1st October and I haven’t received anything yet...I have sent emailed and all I got back was that they are working on Christmas deliveries now however I got no guarantee I will get them before Christmas! They are all presents and it leaves me in a vulnerable situation. It has been a lot more than 35 working days so I don’t understand why service is so poor...

Update: Since my first review Lovelei has contacted me and explained the situation. They have been trying to sort out my order but unfortunately it was out of their hands as the supplier closed down due to COVID-19. They have been great and gave me a full refund of my order. I wish them good luck in the future and I’m looking forward to placing another order with them when everything settles down.

I ordered some Mollie robes for my wedding back on the 1st November and I’ve not received these. I can’t seem to get in touch with anyone as my emails aren’t getting any response. I really want these items but I feel like I have no other choice now but to dispute this payment with my bank as I’ve paid for items that haven’t arrived.

Very unimpressed.

I have been waiting since the 18th of October for my order of 3 custom pjs worth £85. I have sent multiple email which seem to be consistently ignored. I would just like to know if I am ever going to receive my items or if I can get a refund. It is past the 35day dispatch and I have heard nothing. The lack of communication is really poor.

Would avoid ordering again :(

I had seen a number of negative reviews for this company and I just wanted to share something positive. I received the pyjamas I ordered yesterday and I love them so much. I wouldn't hesitate to order something else in future.
Yes, they took a while to come BUT that was clearly stated on the website when I ordered. They were certainly worth the wait.

I recently ordered from Lovelei and I must say I am so so happy with the products I received. Great quality and the personalisation is a lovely finishing touch. Thank you so much!!

I ordered a medium tshirt on 30th October. I received it at the beginning of December and it is a medium not a large. I have emailed 3 times since I received the parcel and still haven't had any contact from the company. The product was a Christams present and I am now highly concerned that it won't be delivered in time.

LoveLei always deliver amazing quality products. They are so personal and will do anything you ask. Orders are always delivered on time and communication is fantastic. I would definitely recommend this company!!

I placed an order on the 9th September 2020 for 2 pairs of personalised Christmas Pyjamas, I opted for payment Via Klarna.

i contacted them on the 26th October 2020 (which was 33 working days since the order was placed) and asked for clarification as to if the order had been received and if so when i should expect to receive it,

The next day (27th October) i received a response to say that the order had been accepted but the order was going to be dispatched 'around middle/end November' and that i would receive a dispatch notification when this had happened. I was more than happy to wait and to be lenient because of the current situation and the stresses that must be on small businesses.

Yesterday, 6th December, 63 working days from placing the order, I e-mailed them to ask when i should expect to receive the order as I need to post them to the recipients this weekend for them to arrive in time fo Christmas, and if they weren't going to arrive to please cancel the order.
I then got a response this morning (7th December) stating my order had been cancelled and they 'see I have put in a Klana Dispute'. - I didn't realise i had opened a dispute, this is the first time i have ever used Klarna, I simply pressed the button to say i have not received the items yet, which is accurate.

This experience has been terrible, 3 full months is more than enough time to fulfil an order and if it isn't you should be offering the products!

The fact there has never been an 'i'm sorry there has been a delay' or any form of them taking ownership of the fact that they have oversubscribed themselves to orders they clearly can't complete is ridiculous. I will be advising everyone i know to avoid this company in the future.

Having looked at the other reviews on here I shouldn't have ordered in the first place and i'm sure they will find the time to respond to this in their usual rude way rather than contacting customers regarding their orders.

Merry Christmas (i'm off to panic buy some Christmas pj's because apparently ordering in September doesn't mean you will actually have them in time for Christmas!).

What an a incredible experience I had with Lovlei! I needed an urgent order to match previous gowns that we had ordered from them. Not only were they able to accommodate us in that they were able to use a font that they no longer offer on their site, but they got the order to us in about a week, and just in time for my sister to bring them from London to South Africa for me. A big big thank you! Definitely recommend!

6 of my co workers ordered products for over 200 £ each. Not delivered. No answer to emails (wrote about 30 emails), phone ringing but no one picks up. Extremely upset, they are now reported to all payment channels and card companies and will also be reported to the police in UK. Complete scam.

Disgusting company! Order matching personalised pyjamas and they sent one pair and have refund the others even though they were ordered in September. Now I have one pair of pyjamas that don’t match anyone else and no one will reply to my emails! Disgusting company considering everyone is struggling and trying to shop through smaller companies! Delete comments faster than they reply to emails!

Ordered on 1st October but still no delivery or dispatch confirmation.
Tried emailing, no response, tried messaging on social media, comments deleted and an ‘out of office’ response received. I understand times are difficult for everyone but communication is key, a simple response telling me when or even if the items are coming would have sufficed.
It’s getting to the point where I see no other option than to make a big fuss, by all means, to either get my money back or the goods ordered. These items were Christmas presents and it’s getting too late to order elsewhere. I’m guessing you’ve scammed me because I can’t see any reason not to respond considering I’ve given you ample time.
My patience is wearing very thin Lovelei.
I would not recommend.

Update: Order received so was going to edit my review but not after that response.
Times are hard for everyone so that is not an excuse for poor communication and terrible customer service. I shouldn’t have to make a ‘fuss’ to get a simple answer as to when I can expect my delivery. 8 weeks had passed since I placed my order and I received the initial confirmation but I heard nothing further despite emailing twice.
Also one of my items was packaged poorly in comparison to the other. One was perfectly presented and the other looked like a child has scrunched it up and threw it in a box. I wasn’t going to mention it but since you felt the need to be rude I thought you should know so you can improve on that too.

Not an option to leave zero stars!!!

Order placed on the 29th September for un personalised goods still not received anything! Sent an email got a reply saying the pyjamas were on the way and I would be a priority that was 2 weeks ago!! Email sent again no reply this time! Customer service is shocking. You shouldn’t be taking orders for items you do not have in stock. You blame covid for things taking longer etc but other companies who do similar items don’t seem to have any problems getting and sending out goods. Happy to take money from customers. The 35 days delivery is up on Tuesday of next week if the goods are not delivered by then I will be taking up a case with PayPal for a refund! You also remove all comments from your social media platforms leaving email the only way of communication which you do not bother to reply to! Worst company I’ve ever purchased from!

Avoid this company if you can!!