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 ordered four items in the one order on 3 December 2015 and I was advised I couldn't use my store credits with my order, so I paid for my order in full. I was advised that the first item was shipped separately seven days after I put my order in, that the second item was shipped almost fourteen days after the original order date and I then received an email stating that the third item was no longer in stock almost three weeks after I had put my order in and paid for it. I had emailed them previously chasing up where all my items were only to be fobbed off with excuses and dates that shipping never occurred. I received my first item on 23 December, the second and third items in early January. I was furious as it had taken over a month to receive three items (their website states 5-7 days) and I still had no notification of the fourth item being shipped. All staff were extremely unhelpful and refused to refund my money as I needed all the items for the Christmas period. I was finally able to receive advice that the fourth item was never shipped, I had to request a refund and I am still waiting for the refund over three months later for one item. When Lucy in the Sky was originally Australian owned, I ordered all the time, they were fantastic, lovely and shipping was super fast. Since now being American owned it has turned to absolute dust and they also don't advertise that they are no long Australia owned. I would never ever order again from Lucy in the Sky and I would urge you to rethink about your next order. I have tried contacting them to let them know my frustrations and as always, they did not care nor offer a refund or anything of the kind.
hayleyshaye would not shop at Lucy in the Sky again.
GONE DOWNHILL- AVOID
I have ordered of Lucy a lot in the past, they were really quick and I received my package in a number of days. Something has changed, and now they're terrible. I ordered 3 items 3 weeks ago. They have so far only shipped 2 of them, and they shipped them after the 2 week mark! Its now been 3 weeks, and 1 item hasn't even been shipped, and the other 2 haven't even left the US yet. My guess is I'll receive 2 after the 4 week mark, and the other one- who knows?! Dont order off here,
MaireadDoyle would not shop at Lucy in the Sky again.
DO NOT ORDER FROM HERE
This is by far the worst service I've ever come across. I don't make much money so was excited to spend when I got paid and this website kept popping up on my Facebook feed. I got an email 2 months later saying ONE of the items was delivered. I never received it there was no sign of even an attempt of Delivery. I had been emailing asking to cancel and they said I would get a refund in the next 10 days but not for the one item that was delivered as they said they don't need proof of signature. So for the other two items I waited for the refund and after a further two months I have still yet to get my money back they don't reply and have been so horrible when they do. DO NOT ORDER. There's plenty of reliable websites like Asos or Misguided that you can stick to.
This was a horrendous experience shopping with this site, and I will never be shopping here again.
I placed three different orders and only received one. The quality was horrible and I requested to return the item. Customer service was extremely unhelpful and said they would provide a return label, which they never did, even after multiple request.
The two items that I never received, I am still trying to get my money back for, which seems it will not happen. They keep saying they will give me store credit, which has not happened, and now I can't even access my account.
Store Representative
Hi acd2,
Sincere apologies for any problems - clearly, there appears to have been some issues with your order.
We do check every style before it dispatched and unlike some other online stores, what we photograph is physically what we dispatch. In the case of any issues with quality or sizing though, we do pay for all return postage.
Unfortunately, we cannot locate your order through the information provided so we cannot help further - we cannot see any orders placed around the date of 02/18 with your username details ('acd2').
For us to resolve this problem, can you please contact us at 213-278-0968, (M-F, 10-5 PST) or at pay@lucyinthesky.email, and we'll get this issue resolved as soon as possible. Again, we sincerely apologize for any inconvenience.
We haven't received any contact from you here. As we could not link any orders from the details provided, we cannot help resolve the issue.
Again, can you please contact us at pay@lucyinthesky.email and we'll resolve the issue ASAP, and we'll look to compensate you for any issues, which we completely acknowledge are not ok.
asta.richter would not shop at Lucy in the Sky again.
Terrible customer service
I purchased from their online website and it said the item would take 5-7 days to deliver. It had been about 2 1/2 weeks and still no item yet.
I e-mailed customer service, they replied back saying it was back ordered (I got no e-mail informing me). Then I got an e-mail (3 days later) asking if I would like to wait for the back order or get re-funded. I immediately e-mailed back saying I wanted a refund.
I then get my item mailed to me (another week later I may add--total 3 weeks late) so I e-mailed back saying I wanted to return the item and get my refund like I asked for.
Customer service said they never got my request for a refund, and they do not offer refunds! I could not even return my item because it was shipped WITHOUT a receipt or purchase information!
This whole company is just very unprofessional, not helpful, and the item I purchased was bad quality after all this! I would NOT recommend this company to anyone!
Store Representative
Hi asta.richter,
Firstly, we apologize for any issues with your order and we appreciate your feedback.
As per our shipping timeframes, most orders ship within 2 business days and are delivered in 1-3 business days (if domestic). Unfortunately, some current styles may take up to 10 business days to be shipped, as outlined again in our shipping timeframes. Normal shipping timeframes are being restored within the next couple of weeks.
We outline that for any returns, all a customer needs to do is to contact us within 7 days of receipt of the order - as long as the style is in original condition, there is no issue. We pay for return shipping for all domestic orders, the label has all your information so no receipt is needed.
Unfortunately, we cannot locate your order through the information provided - we cannot see any orders placed around the date of 03/14 with your username details ('asta' and/or 'richter').
For us to resolve this problem, can you please contact us at 213-278-0968, (M-F, 10-5 PST) or at pay@lucyinthesky.email, and we'll get this issue resolved as soon as possible. Again, we apologize for any inconvenience.
We haven't received any contact from you here. As we could not link any orders from the details provided, we cannot help resolve the issue.
Again, can you please contact us at pay@lucyinthesky.email and we'll resolve the issue ASAP, and we'll look to compensate you for any issues, which we completely acknowledge are not ok.
I have emiled you multiple times, yes you do remember me and my order because we emailed back and forth. I still have the emails and your company refused to help me or try to refund me. I emailed your customer service and then they stopped replying back to me. Overall, such poor customer service and not helpful to customers especially when in fact the problem was not even my fault. Again, anyone looking to shop here do NOT, save you time and money!
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.
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