luckybrand.com

Buyers using their online store should avoid

I purchased 3 pairs of jeans from their online store. One was a mistake and the other was a correction — so two separate orders. The correction jean didn't button and upon further inspection was a size smaller than what was labeled (it happens). I returned that pair and the mistake pair. The original instructions were to send them via USPS, which I did. It cost me $13+ to return them. It appears they do have UPS return labels but I never saw those until after the fact because I followed the instructions in the email. They deducted an additional $8 x 2 for the returns despite never using their labels (which they could easily prove by verifying the tracking that was assigned to the returns) so I was out $16 + the original shipping for the two orders.After providing them with evidence, they ignored one order and focused on the other. They repeatedly gaslit me with excuses and acted like they never got the information I provided them. This exchange went on for over a month until I finally gave up, which is what they want. This is no longer the original Lucky Brand company but a hedgefund-run entity that will screw its customers at every opportunity right down to a nickel because they're more concerned about their investors than they are about the people that keep them afloat.If you feel you must support this company, buy from their online store on Amazon Prime (no 3rd party retailers) so you can ensure you don't have to pay for returns and get screwed in the process if the jeans don't fit or are sized incorrectly. Besides, it's way cheaper than buying from their online store. Take note that the colors represented online don't always match what you receive. Frankly, I'd avoid them altogether. Their jeans' quality has decreased considerably as they are not the same as the ones I purchased in the early millennium, which have seen better days. They even short you by a belt loop. It's ridiculous.

Date of experience: Oct 26, 2022