Review Time
I have been a long time customer of Lucky Brand. One time I ordered to have something shipped to a different address. They seemed to have saved that as my default address and no where in your acct is there a place to update that. The second I placed the order and saw the shipping error I emailed them and I also did contact through their website. It was Wednesday before Thanksgiving. They claim they can't change any order once it has been placed because it is already gone to shipping. Well I checked two days later and UPS hadn't picked it up. I have no way to received the order, it was a Christmas order, and no one has seen it anywhere they shipped it and they have no proof of delivery either but refuse to give me my money back. Terrible company. Lost me as a customer but more importantly spreading the word on them so others don't get screwed.
I ordered a top. It came damaged. They wanted to charge me $8 to mail it back. I contacted customer service and they said they would email me a label that would come from UPS. That was November 18th. I have not yet received the label. I have emailed, chatted and called multiple times. This is the worst customer service I have ever received. I was ready to just bite it and pay the $8 but I am not sure that I would even receive my refund. Sooooo I will drive 20 miles to the nearest store in XMas traffic and hope that the sales people at the store will credit me immediately..... stay tuned... NEVER BUY FROM LUCKY BRAND!!
Placed order online - Received an item I didn't order 10 days later. 4 calls to customer service and online chats to get this resolved each end the same way: You will receive a UPS return label within 3-5 business days. (? What century are we living in ?) Once the return label is received I will need to drop off the item at a UPS store to return. (10 days maybe to process?) Once the return is received and processed by Lucky within 3-5 more business days my refund will be issued. So now going on 30 days. And at that point I can choose to re-order and hope this time I receive the correct item.As I understand it, you are under no obligation to return an item you did not order.. (Which I gladly would have done at the beginning of this process if it hadn't turned turned into such a lengthy drawn-out nightmare, or if they shipped the correct item right away.)However a seller is legally obligated to either issue a refund, or ship the item that was ordered if the correct item is never shipped / received.In the age of Amazon and other really streamlined online retailers it is pretty crazy to be so far behind.. and to back up the absurd online shopping experience with terrible customer service.
Lucky Brand’s online return policy is horrible and it does not work!! I tried and waited for 3 different return labels over a period of 3 weeks. Each time they ordered a return label…I had to wait a week to see if I got it before they would request again. I finally gave up and drove 2 hrs round trip to a store to make the return. Will never buy Lucky Brand again!!! Way to frustrating for $100 jeans!!
The jeans I ordered are completely ill fitting. Awkward irregular fit, not actual length as ordered. Started a return online yet no confirm email regarding return. Called customer service and I swear the agent (a young woman I had to spell everything out for) could not have cared less about helping my situation and honest to God she sounded like she was drunk or very stoned. The most incompetent customer service agent I have ever encountered "what do you want me to do about this?" "um I dunno what a QR code is let me look that up" I communicated that we need a QR code or 'return confirmation' email which was not generated per the webpage. She acted like I was inconveniencing her and that I asked for the theory of relativity. Are these people serious? Is this company for real? Does someone actually pay this girl to represent the company? I hesitate returning anything via mail because they are so untrustworthy and going downhill nowhere fast. Do not waste your time w/ this company and their atrocious customer service online. Be wary of calling that 800 number because you will get nowhere fast and they have the most inane lunatics answering their calls. If you must buy their product, only shop at their actual locations, don't resort to online shopping with them, you are met w/ unsavory results each and every time.
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.
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Official Website of Lucky Brand Jeans. Shop our entire line of Womens Jeans and Mens Jeans & Graphic T-Shirts.
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