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 firstname.lastname@example.org, and we'll get this issue resolved as soon as possible. Again, we sincerely apologize for any inconvenience.
asta.richter would not shop at Lucy in the Sky again.
Terrible customer service
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 email@example.com, and we'll get this issue resolved as soon as possible. Again, we apologize for any inconvenience.
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!
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 firstname.lastname@example.org.