Lucy & Yak Reviews 909

Quick to help! Flexible and happy to help me with a bulk buy order of aprons for my wedding.

the funnest trousers ever ! My favourite brand for sustainable and ethically made clothing. return process super easy!

Very upset, I am 78 years of age and placed an order for the first time on the 15th July for items for my Grandaughters birthday, within an hour of placing the order emailed as realised I had order a long pair of dungarees instead of petite. I emailed straight away and asked if this could be amended and did not receive a reply until 2-3 days later stating already been processed and that I can pay £2.50 for a returns label to return the wrong item.
With the amount of people that are named on the site you would think someone would be on top of replying to emails quicker. So now have to get the returns label and trust I receive my replacement before my Grandaughters birthday

Love Lucy and yak good quality lovely colours bright colours just love the dungarees got lots now but need more for my collection Thankyou Lucy and yak 👍🌈

The customer service is amazing. I've heard the best things about their clothing and it's good to know there's a good team behind it as well.

Edit:

This shop reaction is ridiculous, sorry.

To point it out: This whole mess never had happend, if the Customer "Happiness" Team anwsered my first message. (in a reasonable time, I'm talking about days, not minutes or hours!! )
The order was already late. Tracking stated, it was never picked up at L&Y warehouse by this moment. False tracking states can be caused by illegible labels. So this already could have been used as a hint for major delivery issues.
But the customer service chose to not react at all.

And if a company wants to, it's easily possible to create a new billing process and send the items a second time. Period. It's a basic standard fix!

Customer and company enter into legal contracts. If a company is fully paid, there is no good reason not to fulfill, if the company is able to.

And to be honest: after been given this amount of time to think about it, I really wonder, what really happens to L&Y returns - if L&Y defends itself against fulfillment with hands and feet, but without any reasonable argument.
But every customer who reads this, is old enough to think this point over independently.

Original post:
I ordered clothes for my daughter to Germany. She has a physical limitation. So finding clothes that fits her AND that she loves to wear is not that easy.

But with ordering clothes by L&Y, nearly everything what could go wrong, went wrong.
It already took much to long until the parcel arrived in Germany. Than DHL wasn't able to deliver the parcel because parts of the adress were missing at the adress label. I contacted the customer support several times and gave them information about the missing parcel and that I got a notice from DHL about the delivery issues caused by the incomplete adress information. And I (several times...) wrote to Lucy & Yak, that I don't want a refund, but the clothes I ordered.
I was told, re-adressing and re-delivery wouldn't be a problem.
Because of the long shipping time, the items I bought were sold out before DHL had a chance to do the first delivery attempt. So replacing an order about the same items for a second try is impossible.

Now I got a *Happy Joy* themed mail telling me the refund that I explicitly NOT wanted is processing.
I know, this is a copy and paste text, but to be asked for feedback, why the clothes weren't right for you and the reason, why you returned them while still waiting for their delivery (and had several conversation about it with the customer sevice) is really, really irritating. I truly have no idea why I shoud be happy about the situation.

After several mails to the customer service again there is still no real good explaination for this, except another mistake happend and nobody from the Lucy & Yak knows how (or is willing) to fix an accidental refund. (Like nobody knew how to fix a wrong adress label before...)

They get back an original packed parcel. All they would have to do is to create a new bill, put the correct adress label on the already packed parcel and send it again. This is less work than taking everything out of the box, check it, get it into the online shop and sell (and pack...) all the stuff again.

This is so far my worst online shoping experience ever. :-(
Mistakes happen, things are going wrong. But as a professional business partner it's your job to find solutions and fix the problems you caused. Pass on all the work and circumstances to your customers is unprofessional, lazy and unfair business.

Final remark: If you are advertising as an inclusive and welcoming to people with disabilities company, it's not the best idea to ask people to choose alternative items after you refused to deliver the items they already bought. If people just want to get new clothes fast, not matter of the right fit and style, there is absolutely no need to order in another country, write several messages to the customer service and wait for weeks. Second (or third) choice clothes are available everywhere, so no need to order that circuitously.

Lucy & Yak have changed alot recently, I didn't realise the reward points had gone, so missed out on redeeming voucher. They now charge postage, insurance and for returns. If I had known they now charge for returns I wouldn't have ordered. Shame this will be the last time I use them. I get this is not just a Lucy & Yak problem, postage costs have gone up, but the high Street is dying and its becoming more and more expensive to shop online. I don't live anywhere near a store.

Absolutely terrible experience from start to finish. My order failed to arrive not once, but twice. To make matters worse, despite being told I'd receive a refund, that refund also never materialized—twice! If I'm to believe their word, they've now messed up a delivery and a refund multiple times. This is completely unacceptable and a waste of my time and money.

I have several pairs of Lucy & Yak Alexa trousers which I live in as they are so comfortable. Have had returns processed with no issues and I found a fault in an item that they dealt with quickly and efficiently.

Love the shop, love the clothes. I really live in everything I ever ordered.
Delivery to outside of the UK is no problem either.
Also I don’t think I was ever in contact with a better customer service. Whenever I had a question or problem they went the extra mile to make sure it was solved/answered.

Poor customer service. Purchased an item that unfortunately didn't suit / fit.
Attempted to return via their website in good time but functionality was not working. Dropped them an email instead to initiate the return (same day - before returns cutoff). By the time I had responded to their response the return deadline had passed and they would not honour it despite us emailing in good time and their broken website page not allowing it to be completed yourself.
Surely if they have website issues the return deadline clock should be stopped when you make contact to initiate the return. Expecting to complete multiple follow up emails back and forth should not be expected!
Hoped for better and left disappointted?
Fix your website and do better please!

Incredible experience! Prompt & helpful! The clothes are incredible quality too

I do normally love Lucy & Yak and it’s not really a big grumble but a little frustrated with sale items advertised via Facebook and Instagram. I’ve followed links to sale items on these platforms and seen the items are in stock at the time. So I put my order through and get a confirmation which is great.

Unfortunately this is this second time I’ve had an email saying “Your order has been cancelled because we did not have enough stock to fulfill your order”. I get a discount on my next order and a full refund which I’m greatful for but it’s just really annoying that this has happened twice now. I just get let down thinking I’ve finally got a sale item before it’s out of stock only to get this email a few days later. Just think they need to look into why this is happening considering these two orders were months apart.

Purchased the crossbody bag recently, 3 weeks into having it, it fell off me whilst walking and the link/stitching had broken and fallen off, so i was dissapointed that this had happened only having it 3 weeks and only used lightly a hand ful of times, however when i contacted customer service, they dealt with it really well and really quickly within 2 days i got a replacement and a free returns label to send the broken one back.

Overall, very happy with my purchases, and can fault their customer service.

Brilliant customer service amazing stuff thank you so much.

Very helpful throughout. Speedy and easy returns. Prompt reimbursement

I had an issue with a pair of shorts I ordered, and got a response super fast. The whole process was really easy and I think it’s really great that they encourage you to make use of the damaged item so it doesn’t go to waste.

Responded to my email super quickly when I had a problem with my return. Turns out it was my mistake but they dealt with it super quickly and were lovely! Thank you so much :)