Hannah Banana Blog and Forum

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.