Review Time
I bought a necklace for my daughter’s birthday. Unfortunately the clasp came off. I contacted Lily&Roo and they were so helpful. I sent the faulty necklace back and received a replacement the next day. The customer service was impeccable
This company has been nothing but easy to work with. The piece I ordered is beautiful and the quality goes above and beyond. I had a little mishap with the chain and they were quick and willing to help me resolve the issue. I will definitely be purchasing from them again.
This was my first time purchasing from Lily and Roo, and it won’t be my last. I received excellent customer service when buying my item. I wanted to exchange it, and the team reached out to me quickly to guide me through the process. Their response throughout was prompt and helpful. Additionally, they shipped my order the very next day. A special thank you to Liv and Olivia for their support during this smooth process!
Well where do i start. Ordered my wife for her 60th birthday a pearl initial bracelet with a 18 carat gold plated birthstone charm. We had a weekend booked in the cotswolds and my wife's birthday was on Monday the 16th of June so was planning to give it to her on the Sunday as a surprise. I had an email to say they had not got the 18 carat gold plated charm but would i like to replace it with a 9 carat solid gold one instead. I said yes to this as i did not have the time to sort anything else out. The said items would still be delivered in the 3 working day time frame which again was fine as we wasn't going to the cotswolds till the friday the 13th of June. On the expected delivery day i received another email to say they had not got the 9 carat gold one but would i like it in a white gold one instead and they promised me it could be delivered on the Friday before 10 am at no extra cost to myself as well as offering me a £30 pound voucher for the inconvenience. Though not ideal i agreed to this.I got back to them regarding this to be told there courier had collected and i was to late they said they could get it to me on the Saturday instead again at no extra cost though not ideal for the plans i had i gave them the Benefit of the doubt and agreed to this We got back on the Sunday and low and behold no bracelet had arrived.It finally turned up on the monday of my wife's birthday and i could not believe my eyes after all that they sent me the completely wrong bracelet and the initial was so small i could barely see it so I immediately sent it back for a complete refund. I appreciate things go wrong but to get it completely wrong 3 times this was an absolute disgrace and it spoilt what hed been a lovely 60th birthday for my wife so a word of advice shop elsewhere and save yourselves a lot of heartache and grief Oh and to add insult to injury they had the audacity to send me another email with a link to get 10% off my next order REALLY i would never shop with these again 😡
Having had my necklace for two years (and worn it since the day my daughter was born), my daughter accidentally grabbed hold of it and the chain snapped near the clasp. Having contacted the Lily & Roo customer service team to ask about repair, they went one step further and offered me a full replacement (despite the necklace being out of warranty). The responsiveness and speed with which this was dealt with was next level - I now have a replacement chain on its way to me in less than 72 hours! Amazing customer service and would highly recommend!
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The home of pearl wedding jewellery, stylish engraved and personalised
necklaces, all available in gold, silver and rose gold. Subtle and stylish
diamond earrings, bracelets, bangles and rings.
