This was my second purchase from this store and it was one of the worst experiences ever. I ordered a playsuit for my friend and did not receive, and still have not received it. It may not be their fault for why I have not gotten it yet because the postage service that they use is very bad. They say they put it outside your house, but I called and they said there was no proof of delivery, but insisted me that it was delivered already. However I understand that it may not be in their hands, but the customer service that I received from them was horrible. I had to message them at least 2 times before I got a response, and I did not spam them at all! I waited at least 3 or 4 working days for a response and never got one before messaging them again. Also for the first few times I did not even get a proper response, all they said was to call the place which I did and complained again. In the end and after more than a month, and many raging messages I finally received store credit as a refund. But this was AFTER I had to suggest it to them. So I was forced to purchase from them again.
Great prices but worst customer service EVER! All I wanted to do was exchange two dresses. If they didn't have my size then I was happy to get a store credit. In order to get this store credit, I'll need to return the dresses within 14 days. How am I suppose to do this if they don't even reply to an email? Instead they spend all day posting pictures on their Facebook page which is apparently more important! I love shopping online and have never experienced bad customer service like this. I won't be shopping on this website again. I'll also be advising my friends not to either. Really disappointing.
I had ordered once from here before and had a great experience. Nice dress and quick delivery. So I decided to order again and this experience was vastly different. I ordered three items and only received two. I inquired about my missing item and it took forever for them to respond. They asked me if I wanted credit or refund and I chose refund. I still have no received it. I've sent numerous inquiries about it and my last response was that they'd already informed management and there was nothing else they could do and I would receive an email from PayPal confirming my refund as they are the ones who process it. I have yet to receive it of course. 8 months. 8 freakin months and this still isn't resolved. Horrible service. It's a pity because the clothes I did receive were lovely.
I have never purchased from Lucy in the sky and NEVER will again!
I initially ordered a black jumpsuit in September / October 2015 after receiving the item which was way to big and clearly not marked as per the size indicated I requested a store credit which I then received. The store credit was not even for the initial amount paid.
It took me a while to actually use the store credit as nothing was appealing to me to purchase however knowing my store credit was soon to expire on February 8th 2016 I purchased a cream and floral dress using my store credit and adding additional money.
Upon receiving the dress on 24 February 2016 I noticed the sleeve was not properly sewn and the hem was incomplete with a red sticker even still stuck to the item - see attached images.
I made initial contact with Clare from Lucy in the sky customer services on 25 February 2016 sending images of the faulty item. After going back and forth having to send more images and further explain what was clearly a faulty item Clare advised her management are accepting responsibility and apologised for the faulty item. Clare offered me either a refund, a store credit or to get the item fixed and they would reimburse me the cost. I chose to have a refund which was approved on 3 March 2016 and advised they would process the refund once the dress was returned.
After returning the item at my own expense via express post on 3 March 2016 to the Sydney address provided I then had to follow up again on 11 March 2016 as I had no response and according to Australia Post tracking the item had been delivered on 4 March 2016 and was waiting for collection at the local post office.
Finally on 16 March I received a response from Clare advising they had issued a store credit which was a little confusing considering they had approved a refund.
On 17 March after following up I received an email which looked like internal screen shots of refund processes and after questioning what the email had meant was told by Clare refunds would take 10 days process.
Still having not received my refund on 7 April 2016 I followed up again and was told by Clare that she had followed up with management regarding the refund and "there was nothing more that could be done" - not the answer I was hoping to receive. Clare also told me to follow up with my bank if I was having issues with obtaining the refund amount from Paypal. I use Paypal often so I was fully aware how to transfer money that was in my PayPal account to my bank account so thought this was a little strange. At this point after checking my PayPal account daily there was definitely no refund that had been received.
After being very polite and patient this entire process by this point I was at my breaking point and extremely frustrated! I advised Clare to follow up again with management to see what the delay was. This just was not good enough considering they were the reason for this issue when they provided a faulty item.
In response I received a very condescending email advising "the reason this was not refunded dear, is because you paid with a store credit and the store credit was originally issued"
Clare then went on to say there was a small amount which I paid via Paypal and funnily enough I finally received this refund in my account after receiving this email....only 6 weeks later!
After 6 weeks of torture having to deal with condescending business owners who clearly have had no customer service training I am now told I cannot have the entire refund that was approved and will have to have a store credit which I don't want to use because they supply faulty items.
After a lengthy 6 week process I am drained and disgusted in this company they offer little to no customer service and the quality of their items are terrible. I cannot even believe this company is still in business!
Don't put yourself through and buy from Lucy in the sky that is 6 weeks of my life I will never get back!
Store Representative
Hi Briarna,
Firstly, thank you for the feedback - we are a growing company and though 99%+ of orders are placed and dispatched without issue, there have been evidently some growing pains with what we are doing. We totally acknowledge this - these issues are being worked through, and we sincerely apologize for any inconvenience.
We can see an order placed way back on September 14th for the Chiffon Playsuit in Black. This was shipped within 48 hours, and was delivered in 1-2 weeks to Australia from Los Angeles. We were contacted on September 23rd regarding a return request because the style was simply too large. No mention of any issues with quality. As we do offer the convenience of local returns to our Australian customers (we cover the postage back to Los Angeles), this was sent to Sydney, with the store credit processed in October.
The store credit value was for the amount paid - we believe the confusion may be from the fact that at that point, we did charge for shipping, and original shipping costs are not included in the store credit; this was due to the fact that we do offer free returns within the U.S, and local returns in Australia. We're still doing this with the current free shipping with no minimum though.
This store credit was used on February 7th for the Off The Shoulder Floral Dress In Cream. This was shipped for free within 5 business days of ordering, and again delivered in 1-2 weeks to Australia.
Unfortunately, this style was faulty - this is clearly obvious from the photo you sent us, and we acknowledged this. We sincerely apologize for the inconvenience with the style, as this is extremely unusual. Considering the circumstances, we gave the 3 options of just keeping the style and receiving a store credit, getting it repaired for which we would gladly reimburse the cost, or returning to our Sydney address for an original payment refund.
The style was sent back to our Sydney address and processed on the 12th of March. We believe there was some miscommunication here on our end - the order was placed originally with a store credit, hence when corresponding with Clare, she was under the impression that it was still processing when it had been refunded. I'll follow up any further issues with her communication myself as well.
This was true, but evidently, you were looking for a refund to a different payment method, not the original store credit payment method. This should have been clear to start with, and we apologize for the inconvenience. We spoke to you over the phone, and at that point, the situation became clear and with your PayPal email address, we were able to send the amount directly to finally resolve the issue.
Again, we completely understand that situations such as these are not ok - and we appreciate you bringing this to our attention. As we understand, this issue was resolved as of a couple of weeks ago.
If any issues persist, please do not hesitate to contact us at 213-278-0968, (M-F, 10-5 PST) or at pay@lucyinthesky.email.
I have the same problem as the other buyers whom purchased in the month of march 2016 . Never had a problem with this company until recently (i think they changed management). Ordered a romper and a two other items. One item came within a week or more . The other item took unusually long but nonetheless arrived . The last item wad a stripe romper that i have yet to receive since two months back when i made my order .
Emailed the company quite a number of timed regarding the status of my order . Received the same "generic" reply as what the others got ; the company said that they would ship it out within a week if i still wanted the item or refund me . They also offered a ten dollars store credit that i have also not received (lies obviously).
More than 2-3 weeks later no parcel was received . Emailed them again to remind them to send out the item . Got a reply about 3 days later that the item is sold out (oh wow took you two months to realise it was sold out ?) and they would reimburse me the amount in the form of store credit . After which i decided to google reviews of this company and am completely aghast by the recent reviews with many buyers experiencing the same plight as me .
I logged into my lucyinthesky account to check if they had indeed reimbursed me in the form of store credit but my order status is now updated as "processing refund"
Hopefully, i will receive my refund within the next few days and not suffer the same misfortune as the rest who paid for their item and did not receive a refund or receive the item . Will only update this review once i receive my refund but until then, i am majorly disappointed by the lack of professionalism and responsibility of the new management .
I made a order with Lucy in the sky, checking shipping first thinking it will only take a week (it'll be 4 weeks tomorrow since I ordered) and I'm yet to receive anything, they did a partial shipment well over a week after my order, that I still haven't received then they sent one more separate item, meanwhile I'm emailing and complaining, wondering what's happening getting offered a store credit, then getting emailed saying one of my items is not in stock, well I paid for it when it was "in stock" why is it on your website and I'm finding out over two weeks later that it's not available!
I understand there can be errors, but over two weeks later is unacceptable, then I get told I'm getting a store credit for it, why would I want a store credit when it's your error I want the money I paid for that and I asked for the rest of my items to be refunded along with that dress, I got a email confirming it being done but still waiting for that to come through.
So at this stage four weeks after my order I have two packages God know where and the worst customer service I have ever had. Will never be shopping here again. Yes prices were fair but I would rather pay double then wait 4x longer then the shipping states on there website. Very very disappointed.
I purchased a dress and once again the size and the measurement were completely wrong. They said they would send a express post bag that the company provid and 5 weeks later and I'm still waiting for it. I have sent 3 msg to customer service to let them no I'm still waiting (I have screen shot proof) and no one has contacted me back. So now I'm minus $54.95 and stuck with a oversized dress. This company is a perfect example of why people are so sceptical about buying online.
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However I understand that it may not be in their hands, but the customer service that I received from them was horrible. I had to message them at least 2 times before I got a response, and I did not spam them at all! I waited at least 3 or 4 working days for a response and never got one before messaging them again. Also for the first few times I did not even get a proper response, all they said was to call the place which I did and complained again. In the end and after more than a month, and many raging messages I finally received store credit as a refund. But this was AFTER I had to suggest it to them. So I was forced to purchase from them again.