luckybrand.com

Do Not Order Online

I live in a rural area, which requires two lines for my address; my street address and route contract+box number. When I set up my account everything appeared fine with my mailing address until I received the email confirmation and there was only my route contract+box number, no physical address, which means I can only receive USPS. I called immediately and was told that addresses are limited to one line only and they can't change a customer address, nor can an online order be cancelled. I asked how the order would ship but they couldn't tell me. Lucky proceeded to ship my order Fedex so, of course, it was undeliverable. The order went back to Lucky and it took 2 weeks and a phone call to get my refund.When I called to ask about my refund, I asked again about changing my address. I was told again that customer service can't change an address, to log in online and change it myself. Except, there is currently no way to change any personal information, not my physical address, my mailing address, my email, nothing. I don't understand why I was allowed to use both address lines provided when I entered my mailing address only to be told that I can only use one line. HOW WOULD ANYONE KNOW THAT? And why was the SECOND line used and not the first which contained a physical address? This is the weirdest and dumbest point of sale operation I have ever seen in my life. I can't change anything in my account by phone or online so I won't be able to re-order or place an online order in the future.Unless you love dealing with customer service, skip ordering online from Lucky Brand Jeans. They are just not set up to properly handle online orders at this time.Edited to add; FYI Lucky took shipping costs out of my refund for the order I never received, the order that was mismanaged from the jump due to their incompetence. I'm reporting them to my state's Attorney General's Office.

Date of experience: Jan 02, 2025