Returned the bags for a refund as ordered plain and arrived with their logo embossed on the front and looked tacky. Their website states a refund within 7 working days but still waiting despite provi... See more
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The initial website etc is lovely, randomly stumbled onto this website while looking for a new everyday black bag. Ordered a personalised one almost a week ago and have not have any delivery info.... See more
Company replied
Timely delivery. Beautifully packaged. Bag bought for holiday to contain a bottle of water, passport, phone, hotel key etc more elegant than a backpack using the canvas/nylon crossbody strap. It's... See more
Just bought my second JLR bag, a slightly bigger one this time. Absolutely love it and still able to use cross body as it comes with a detachable long leather look strap. The embellishments..,,tassel... See more
Company replied
3.2
Average
812 reviews
No history of asking for reviews
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I haven’t received my bag yet ) I…
I haven’t received my bag yet ) I bought it for my friends birthday) I will be more than happy to review the bag when it arrives I will say that the company has been a pleasure to deal with and I will in future order from them again. The quality looks beautiful.
April 16, 2025
Unprompted review
Reply from Johnny Loves Rosie
Hi - thank you for your honest feedback, we're so pleased that you're happy with the service we've provided. Thank you for your valued feedback. Team JLR x
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My bag arrived beautifully packaged it…
My bag arrived beautifully packaged it is well made but unfortunately it is to big for what I bought it for I have emailed JLRLondon asking if I can exchange it for a smaller one and haven't heard anything from them.if you buy a bag make sure its the right size.
April 4, 2025
Unprompted review
Reply from Johnny Loves Rosie
Hi Shirley, thank you for your feedback and we're so pleased you love the Stella! We apologise that it's not the size that you'd initially hoped for. It's one of our larger bags. If you're looking for a smaller medium sized bag, we'd recommend the Taylor Midi. I can see your order was delivered to you on 10th April - we have checked our inbox, and there's no correspondence from your email address that's associated with your order. Please could you let me know what email address you've sent the email off? If you've emailed our customer service email - hello@jlr-london.com, please be assured you will have received a response within 2 working days. Best wishes, Melissa xx
I still have not received my bag
I still have not received my bag
Despite several emails and phone calls I have not even been acknowledged by this company ..not once ..not even a confirmation email at the time of buying but took my money quick enough £103 ..
I want a fill refund asap after being treated this way
April 13, 2025
Unprompted review
Reply from Johnny Loves Rosie
Hi Lynn,
Thank you for your review. We're so sorry to hear about your recent experience and completely understand your frustration. We’ve now processed your full refund of £103, and you should see this reflected in your account, depending on your banks processing times
Your order was for a pre-order item, which meant it wasn’t immediately available for dispatch. Unfortunately, when you reached out, the emails were sent to an old, unmonitored inbox, which meant we missed your messages.
As a very small business run by just two people, we always aim to provide a personal and positive experience, we have been working around the clock to get all the pre-orders out, and apologise if any form of communication was missed in the meantime.
Thank you for your feedback — we genuinely appreciate it and are using it to improve.
Warmest regards,
Melissa
I love my new JLR bag
I love my new JLR bag, its wearable everyday & goes with everything & is my first vegan leather bag which is a bonus! It came with a few different strap options and a lovely keyring.
April 9, 2025
Unprompted review
Reply from Johnny Loves Rosie
Amazing! We're so pleased you love your bag. If you haven't already, it'd be great to receive a review on our website to add to our 5* review rating. Many thanks, Melissa x
Bag falling apart
My bag started to fall apart within under a year, without heavy use. I’ve reached out to the support team and they’ve stopped replying. The website clearly states ‘replace or repair’, however JLR are saying they will give me store credit to use. Every bag on their website is more expensive than what I spent a year ago, so this keeps me spending money with a company that does not produce good quality bags. I’m still waiting on a response from the team as I cannot see any store credit in my account. I will update this review if anything changes.
April 1, 2025
Unprompted review
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Reply from Johnny Loves Rosie
Hi Julia,
Thank you for your feedback, and we're so sorry that you haven't received your order yet. We completely understand how frustrating delays can be. As you ordered the Belgrave in Tan, which was listed as a pre-order at the time of purchase, we wanted to reassure you that this delay is due to unforeseen shipping hold-ups with our sea freight delivery to the UK.
We're working hard to get your bag to you as quickly as possible. Our shipment is landing with us this week - when we receive the item we will send this straight out to you. We truly appreciate your patience and your valued custom. If you’d like any further updates or need assistance, please don’t hesitate to reach out to our customer care team at hello@jlr-london.com —we’re here to help.
Warmest wishes,
The JLR London Team
Fantastic Company
Ordered a personalised item, it arrived within 2 days of ordering and is absolutely stunning. The quality and service is excellent. I would highly recommend and will be purchasing more items from JLR. Their customer service and communication is a breath of fresh air! They are people that really care about your order.
March 27, 2025
Unprompted review
Reply from Johnny Loves Rosie
Hi Joanne, we're so pleased that you love your bag - thank you for your honest feedback and valued custom. The JLR team xx
For a start you can send me the item…
For a start you can send me the item that I ordered TWO WEEKS AGO !!!!!!!
March 29, 2025
Unprompted review
Reply from Johnny Loves Rosie
Good morning Pamela, thank you for your review. I have taken a look at your order and I can confirm you've placed an order for our Medium Taylor Tote in Black which is currently on pre-order and has been on pre-order since February. After placing your order you will have received an additional email after the order confirmation to state that this product is on pre-order. We can only apologise for the delay in sending this to you, we strive to fulfil orders next day if not same day, so we can provide our customers with the best service possible. As this is on pre-order this inevitably will take a little longer to get to you. We apologise for the inconvenience. As soon as the Taylor Totes arrive with us, we will ship this out to you. If there's anything else I can help you with, please email hello@jlr-london.com and we will be happy to assist. Regards, Melissa, JLR London x
Dear JLR Customer Service Team,
Dear JLR Customer Service Team,
I received my order, and I wanted to take a moment to thank you for the fantastic delivery experience. Everything arrived within the specified timeline, and I truly appreciate the care and attention to detail in the packaging.
I absolutely love the tote bag, it looks amazing! The entire presentation, from the packaging to the finer details, is just perfect. Thank you for such a great experience!
March 27, 2025
Unprompted review
Reply from Johnny Loves Rosie
Hi Tina, thank you so much for the lovely review - we are so thrilled to hear the bag met your expectations and you loved the packaging. As a small business, comments like this are very valuable and have a big impact on us, we love hearing your feedback. At JLR London, we strive to ensure every bag we make is to the highest quality with beautiful presentation, so we're very pleased that this has resonated. Regards, Melissa at JLR London
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Not received the bag yet
Not received the bag yet, ordered on the 13th March.
Feeling a bit disappointed with it, as needed for the weekend just gone.
March 26, 2025
Unprompted review
Reply from Johnny Loves Rosie
Hi Sarah, thank you for your review. I can see from your order that you've ordered our Kensington in black, which is currently on pre-order. When you ordered this would have stated on the description and you would have received an email after your order confirmation to state that it's on pre-order and will not be dispatched until we receive stock. I hope this helps, if there's anything else we can help you with today, please email hello@jlr-london.com and we'll be happy to assist you. Thank you, the JLR London team
Bag was just glued together, not stitched and fell apart!
I’ve bough one of the JLR bags on 17 May 2021.
I wasn’t really using it that much and it was in storage for a couple of years. When I got it out I was shocked to see the state of it. Bag wasn’t even stitched together, just glued. And where bag was still holding together there was lots of brown glue stains, and edge was becoming loose too.
I was very disappointed and shocked to see that!
Bag literally just fell apart! As I said above it wasn’t stitched together, glue was the only thing holding the sides of the bag from falling off.
I’ve paid £45.95 for this bag, so it wasn’t even that cheap.
I understand it’s been a while, since I bought it, but bag wouldn’t fall apart even after a decade or more, if it was a decent quality at the first place and stitched together. For this reason I believe that I’m being very reasonable by raising my complaint.
The bag isn’t fit for purpose, the quality is extremely poor, I never seen anything like this in my life! I had even cheaper bags before and nothing like this ever happened to any of my bags!
I’ve made a complaint to JLR and first they were not even getting back to me. Then I’ve emailed them again and asked them to get back to me, if they care. Someone did get back to me straight away and the reply was even more baffling: “We do have a 365 day warranty for each of our lovely bags and I have checked your order and it was purchased in 2021 so you have exceeded this unfortunately.
Our bags are of the highest quality of vegan leather and if you are storing these they do need a moisture pouch that is included in the bag to ensure that no condensation is seeped into the bag.
Did you store it with the moisture pouch it came with?”
Do they really think that a moisture pouch will help to keep the bag together, if it was never stitched together at the first place????? Furthermore, it was made look like it’s stitched together, just to fool the customer even more and make them think that it’s well made, but it’s not.
I found their question about the moisture pouch like an insult.
I’m very very disappointed and all I want is to have my money back, because all I can do now with this bag is just throw it away.
JLR didn’t get back to me regarding my latest email, which seems like they don’t care, which is a real shame!
I don’t think I would ever buy from them again.
February 11, 2025
Unprompted review
Reply from Johnny Loves Rosie
Dear Aleksandra,
Thank you for reaching out and sharing your feedback. We’re truly sorry to hear about your experience with your bag, and we understand how frustrating this must be.
At JLR London, we take pride in the quality of our products and always strive to provide the best possible service. Our bags come with a 365-day warranty to ensure that any manufacturing defects are addressed within a reasonable timeframe. As your purchase was made in 2021, it is unfortunately outside of our warranty period.
That said, we appreciate your concerns regarding the construction of the bag. While our designs do incorporate high quality stitching for durability, we regret that your bag did not meet your expectations over time. Storage conditions can also impact materials, which is why we recommend using the moisture pouch provided to help maintain the bag’s longevity.
We sincerely apologise if our response came across as dismissive, as that was never our intention. We value all customer feedback and will certainly take your comments into consideration as we continue to improve our products and service.
If there’s anything else we can do to assist, please don’t hesitate to reach out to us directly at hello@jlr-london.com.
Best regards,
The JLR London Team
Beautiful bag - LOVE it!
I absolutely ADORE my Mini Taylor leather bag in stone! It came beautifully packed and is already a firm favourite with plenty of storage within classic lines. Would highly recommend JLR.
January 24, 2025
Unprompted review
Reply from Johnny Loves Rosie
Thank you Julie for your lovely response, we are so pleased you love your purchase just as much as we loved designing the bag. As a thank you for your review, here's a 10% off discount code for your next purchase: CHECKOUT10. Team JLR x
Best Christmas present
Was given across the body bag for Christmas, absolutely stunning product and much more room than similar bags. Beautifully packaged and promptly delivered. So delighted I bought two bags to give as gifts, again promptly delivered, stunning bags, great price, quality products, delivered promptly. Will order again.
January 14, 2025
Unprompted review
Reply from Johnny Loves Rosie
Thank you Lynne for your lovely response, we are so pleased you are thrilled with your purchase. At JLR we think thoroughly into the design and practicality of the bags so you can fit your every day essentials plus more. As a thank you for your review, here's a 10% off discount code for your next purchase: CHECKOUT10
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Absolutely delighted
I received my bag in great condition, Beautifully packed. The quality is perfect and the colour as seen online. It is roomy and I can fit my small makeup bag, my iPhone, car keys, credit card holder and tissues all inside the three zip pockets with room to spare. Both straps are also a good length. Absolutely delighted!
January 10, 2025
Unprompted review
Reply from Johnny Loves Rosie
Thank you so much for your lovely feedback. We are always pleased when our customers are happy. We work so hard on our collections with expert craftsmanship & design, luxury and practicality in mind. As a small business your comments mean the world, so thank you 🖤
Don't trust JLR London
Don't trust JLR London! Won a competition on the 1st December, to win 2 free bags of my choice its now been a month and a half and I've received nothing. They've used the excuse of Black Friday and Christmas, but if they truly can't handle orders during that time, why run a competition? I've won things from far busier and smaller companies during this period with no issues whatsoever. I've never experienced such shoddy dismissive customer service that leaves you feeling hopeless.
January 13, 2025
Unprompted review
Reply from Johnny Loves Rosie
Hi Lewis, thank you for your review. Your prize has left JLR London, and will be delivered to you this week. We do apologise for the delay in sending these out to you. We are a growing, small business with only 3 staff members. We unfortunately had a flood in our warehouse, due to the cold weather conditions, so this has put a hold on orders over the Christmas period and the first couple of weeks of 2025. We do not like our customers waiting for their orders, and therefore I hope you can understand these unforeseen circumstances. We have great reviews and are trusted by over 100,000+ women! I hope you love your bags and in particular the Stella and Santorini. They're beautiful bags and we hope your partner loves them. JLR London
Quality gone way down hill
I used to love JLR so much. I had one of their bags for years and used it every single day and only after about 4 years did it get slightly grubby. As a massive fan, I got one for my birthday recently, exact same bag in a different colour, literally the exact same and the quality is awful. It's really not worth the price anymore. I contacted them and sent photos as it was rusting, warping and the glue lifting after just 2 months... They got back to me to say that can happen and that was it. They know the quality has gone bad and they don't care. Nobody even tried to replace or take a look to see if it was faulty, they just said yeah that's that. Really sad because I was such a fan and would have religiously bought with them but not anymore.
Their reply really shows that they don't care, such a copy and paste job. I talked about how I already contacted them and they're like 'if you haven't contacted us email us', very silly.
July 1, 2024
Unprompted review
Reply from Johnny Loves Rosie
Thank you so much for sharing your feedback, and we're truly sorry to hear about your recent experience. We deeply value the loyalty of our customers, and it’s disheartening to know that we didn’t meet your expectations this time.
It’s clear from your long-time support and love for our products that you have high standards, and we completely understand your disappointment. We sincerely apologise for the issues you encountered with your new bag. Quality is something we’re incredibly passionate about, and we’re concerned that your experience was not up to our usual standards.
We’d love the chance to make things right. If you haven’t already, please reach out to our customer service team again at hello@jlr-london.com, and we’ll do everything we can to resolve this issue. We truly appreciate your feedback, as it helps us continue to improve and ensure that all of our products meet the quality you expect.
Thank you again for being a part of our community, and we hope to have the opportunity to restore your confidence in our brand.
Customer service let the experience down
Nice bag but I wouldn’t say the quality matches the price. I bought in Black Friday sales and my order got lost with Royal Mail. Took them ages to come back to me and agree it was lost, then said the items were out of stock and could I choose a replacement (no they were gifts). Suddenly found the items and sent them again but in that time they had gone more on sale, I asked - since my order had taken over 2 weeks to arrive - could I get a price match since the items had gone down, and was told no. So, nice bags (if expensive) but not very good customer service.
December 6, 2024
Unprompted review
Reply from Johnny Loves Rosie
Thank you for sharing your experience, and we apologise for the frustration you encountered with both the delivery and customer service. We completely understand your disappointment, especially when gifts are involved and you expect a smooth experience.
While we're glad to hear that you like the bags themselves, we’re truly sorry that our service didn’t live up to your expectations. We recognise how important timely communication and resolution are, and it’s clear that we fell short in this instance. Your feedback is invaluable, and we're taking it to heart to ensure we improve our processes and prevent similar issues in the future.
Regarding the price match request, we regret that we couldn’t accommodate that at the time. We understand how upsetting it can be when there are delays, and we’re always looking for ways to better support our customers in these situations.
We really appreciate you choosing our bags and giving us the chance to make things right. Please feel free to reach out directly if you’d like further assistance with any remaining concerns—we want to ensure your future experiences with us are seamless and positive. Thank you for your patience and understanding!
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Bought a Taylor tote bag
Bought a Taylor tote bag, advert clearly states comes with 2 straps, bag arrived with only 1 strap
December 25, 2024
Unprompted review
Reply from Johnny Loves Rosie
Thank you for your review, we value your feedback. We'd like to look into your order, please could you provide us with a little more information on your order? Please send us your order number and query to hello@jlr-london.com and we will look into this for you with a resolution. Team JLR
Customer service not very good
Customer service has gone terrible. Used to be good. Was advertised as two straps but you only get one. They have replied saying it is a generic description. But the description of the bag says you get two straps.
December 24, 2024
Unprompted review
Reply from Johnny Loves Rosie
Thank you for taking the time to share your feedback, and we’re truly sorry to hear that your recent experience didn’t meet your expectations. We sincerely apologise for the confusion regarding the straps.
We take product descriptions very seriously, in the description on our website, it states that you'll receive a 'High-Quality Cotton Canvas' strap and a leather strap with 'Gold Plated JLR Hardware'. These straps are as standard when you purchase the Taylor tote. Our patterned cotton straps are an added extra.
Please reach out directly to our customer service team if you haven't already to hello@jlr-london.com, and we’ll be more than happy to investigate this further. We value your feedback and are committed to improving our service to ensure a better experience for you moving forward.
The price does not match the quality.
The bag arrived, very well packaged, it was beautiful, but only the first few days. 10 days after use, unfortunately the leather started peeling. I am disappointed because it was a nice personalized gift. Expensive bag for over £100, the quality does not match the price.
December 17, 2024
Unprompted review
Reply from Johnny Loves Rosie
Hi Ralitsa, Thank you for your review, We have checked your order so could you please email us directly with some images of the bag so we can rectify this for you, We have sold hundreds of these bags from our new collections and haven't experienced any issues mentioned above so we would very much like to sort this out for you so you can enjoy your lovely purchase. Please reach out to hello@jlr-london.com and our customer service will be more than happy to help! Thank you so much and have a wonderful Christmas!
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