Lipsy – Crap Courier & Customer Services
Why is Lipsy’s customer services so inept? Last year I tried making an order from their site and every time I went through the checkout process, an error page would come up (through no fault of mine, their site was “under maintenance” – why have the website up and running if that was so?! – and I was charged for each attempt I made this order, even though it hadn’t processed! So I was charged £120 three times – and after a dozen phone calls to Lipsy customer services nothing was resolved. Had to wait over a month for my refund!
On the 12th of January this month I also bought a purple Lipsy Ric Rac Bow dress in the sale for £18, and almost 2 weeks on have still not received it. I emailed Lipsy customer services with regards to this and they took a screenshot of the tracking details (see below) of the parcel which claimed it had been delivered to my letterbox on the 15th of January at 7.10pm. I emailed them back, claiming that it had not, and pointed out that the courier had not included the full details of my address – it was meant to be sent to “Top Attic Flat” yet the address through tracking stated “Top A”. After no reply to my email I then contacted Lipsy via phone, and they claimed they would get in touch with the courier and phone me back. Received no phone call. I attempted to email them once again, and was told that the courier claimed she had delivered the parcel personally to me. Wait a minute, the tracking details state that it was delivered to my letterbox, and I was at work at the time of supposed delivery and can prove so via a timesheet!
I replied back, stating this and asked them to get in touch with the courier and ask if she had delivered it to the very top flat, for a description of myself and to describe the unique sign we have on our front door (which cannot be compared to any of the other flats below us). Yet was replied with this: “You will have to write to Lipsy Customer Services if you have not received your order.”
Hold on, am I not emailing Lipsy customer services – why do I need to write to you?!? Sounds like buying time to me. Just glad it wasn’t anything more expensive. Have written the letter anyway and sent it first class recorded as i’m sure if I sent it any other way they would try to claim they didn’t receive the letter. Still waiting for a response.
I have nothing against Lipsy, have bought from their site for years and love their fashion but how am I supposed to shop with confidence from their site when their courier and customer services are so incapable of doing their jobs properly?
Have you had any bad experiences from Lipsy? Make a comment below.
Sorry just passing by… (and pardon my bad english :p)
I totally agree with u that they should really do something about their customer service and change a courier or something…
last time I bought two dresses from them, it was supposed to arrive on Tue, but it didnt arrive on that day so I went to Hermes website and check on it… the status was “post code error”. I was worried so I went to hermes’ customer service and filled out the form telling them how to get to my house, and their reply was asking me to contact Lipsy instead! Seriously!!
Well, the dresses arrived at last, after one whole week…
So after I tried them on I decided to return one of the dresses to them… I made sure I posted it more than one week before the 28-day of return policy.. now it’s been almost 3 weeks and I still havent heard back from them!!
This is so frustrating because I love their clothes but this totally discouraged me from ordering from their site again.
This happens when company doesn’t care about the customers because in courier services case we have to any how trust them and that’s why they take the advantage of that.
I have used internet ordering for years and the first time I return an item to Lipsy (my first ever order with them ) IT WENT MISSING! They have told me I must pursue Royal Mail. I have NEVER had a parcel go missing via Royal Mail. They are cowboys of the first order.
I have no experience about Lipsy. In that case I want to give you advice when you are searching for courier services. Don’t choose the first one you see. To get the best courier services you need to do a little extra research.
I had a similar experience. I ordered by special next day delivery and it had not arrived 4 days later. When I rang up and said I had paid for next day (eventhough my p&p should have been free as the top banner advertised FREE delivery over £100 spend which they conveniently removed after id rung and emailed them). When I rang they told me that the next day delivery was more of a “preffered” guideline time for delivery than a garuantee. Yet when i logged into my orders I was met with a message explaining that my parcel would be delivered on [date] which was the day after I had placed the order. If its not next day delivery service then it should not be called NEXT DAY. Common sense, Lipsy. After many phonecalls and complaints i was refunded my postage but my dresses still arrived far too late for the event. Disappointed. By the way my hermes is notorious for their shoddy service they are a budget courier but exxtremely unreliable. Also, their name sounds like my HERPES which is quite appropriate because they are basically a diseased company.
Hi, I am now having a bad experience with Lipsy. I placed an order on line on Monday which apparently didn’t go through so i did it again and it went through. I have now been charged twice! I got an email to say that only 1 item had been dispatched instaed of the two (tracksuit top and bottoms). So now i am waiting to get half a tracksuit, who wants half a track suit? I dont know why they have taken payment for 2 sets of tracksuits either as from what their email said i will only be receiving a tracksuit top. They aren’t cheap either. I rang the customer service team and got a very defensive person who only made me feel worse about the whole thing, furthermore i think that she lied to me to get me off the phone saying that i will refunded for everything i have paid for including delivery etc. I bet this wont happen. They must be making a fortune so why not put extra money into training for this kind of thing. When you are paying what you do for their clothes you expect a much better service. I have now emailed them and guess what? NO REPLY. I am so disappointed with them.
I ordered a dress for my daughter for the first time and it was a disaster. They charged me twice and I still havent received the dress. They promised next day delivery she needed it for Saturday and that was Wednesday we are now on the Wednesday of the second week and I still havent got it and they say it has been dispatched. I ordered matching shoes from Misguided 32 hours after ordering this dress and received the shoes without any problems. I have told them to forget it and I am now awaiting refunds!They couldnt care less!!!!