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.
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 been a customer with Lucy in the Sky for 2 years now. I used to have zero complaints with them until now.
I placed an order for 2 items on Feb 28, and another for 1 item on March 1. I only received 1 of the items within about 7 days, but I thought it was strange that it shipped as "partial shipment". I've never experienced any kind of e-commerce site that ships items as "partial shipment".
Weeks went by and still did not receive my other 2 items. I work in e-commerce, so I understand if a product is out of stock - it happens. However, I was NEVER informed that it was out of stock. I only knew that from work experience and also by checking their website I could clearly see the item was not even available in my size.
The email I received from "Clare" said how "we acknowledge that it has gone past the amount of time needed to dispatch the items" and I was promised $10 store credit for waiting. That was a complete and total LIE. I NEVER received the $10 store credit to this day.
I consistently checked the website to see if any of the items would be restocked. I realized finally that one of the shirts were available in my size again. Yet, STILL they did not even prepare the item for shipping. I had to send an extremely irate email letting them know that I can clearly see my size is available online now.
It is absolutely ridiculous that a customer has to remind you to send a package for them!
If I had never consistently checked up on my order Im sure I would have never received it because it would have gone out of stock - again.
What's even worse is that the other shirt I wanted was never restocked in my size and it is no longer even available on the website. I ordered the "open shoulder collared shirt dress in mocha", which is now displayed as "product not found".
At that point I completely lost it. How can you promise to send an item that you never even expected to restock in the first place?? On top of that, no one even bothered to inform me that this shirt is no longer available, which I find very sketchy.
I am supposedly being processed for a refund at this moment, but by reading other reviews - who knows how long that could take.
My advice - BUYER BEWARE!!
I like the prices and the clothes on their site. Even the quality isn't too bad (for what you're paying). However, NOT WORTH THE HASSLE.
It's a shame a company with so much potential has gone to absolute shit.
Will not be returning to shop here - ever.
Store Representative
Hi 'mba1222',
Firstly, thank you for the feedback - we are trying something new and we acknowledge growing pains with our operation. That doesn't excuse poor customer service or anything clearly.
We're happy to hear that you like our prices and the variety on our website. Our aim is to provide good quality styles, without the regular retail mark-up (physical or online), with free shipping included. We're almost there in making it work without any issues whatsoever, which we are thrilled about, but again, that doesn't excuse these issues from this specific time period.
Unfortunately, we cannot locate your order through the information provided so we cannot help further - we cannot see any orders placed with your username details ('mba1222').
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 - we will also look to compensate you for all the problems. Again, we sincerely apologize for any inconvenience. We do care about what we do, so the feedback is greatly appreciated.
Had the worst experience ever!!! Ordered two dresses and did not get my order for over a month I had to e-mail and remind them about it... they sent me only half my order. It is three months later and I still haven't seen a refund or the dress that I ordered!
Worst customer service, worst everything! I will never ever ever every oder from this place again! Still waiting for my money!
Ridiculous how you have to remind them about your order or about your refund.
Store Representative
Hi Acher,
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 have been now worked through, and we sincerely apologize for any inconvenience.
Also, we do process all payments - credit card otherwise - through PayPal. What this means is that you have the right as the buyer to receive your money back at anytime, this can be done via your initial PayPal receipt in your email. I just mention this because we choose to process payments like this, just so the buyer has piece of mind.
Unfortunately, we cannot locate your order through the information provided so we cannot help further - we cannot see any orders placed with your username details ('acher').
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 do care about what we do, so the feedback is greatly appreciated.
Blcunningham96 would shop at Lucy in the Sky again.
Amazing store
I placed my first order with this store in mid April, and received most of what I ordered within a week, with only two items having delays. The clothes were way better quality than I expected, true to size, and when I contacted customer service about the delayed items, they responded quickly, professionally, and offered me a credit for the inconvenience. I've had issues with online stores in the past where clothes arrive looking nothing like what you saw online and customer service flat out ignores you so I was pleasantly surprised by the clothes and customer service I received from Lucy in the Sky. What I love most about the clothes is the fit. I wear a DDD bra size and have a fairly small frame (size 4 dress), so clothes rarely fit my body right. Most stores I like tailor their clothes with very little room in the chest. The clothes I got from Lucy fit me perfectly because they left a bit of room and stretch in the chest area. Definitely will order again!
This is not a real review, statistically speaking, when compared to all the other reviews. It follows a very generic PR formula.
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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!
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.