Lane Crawford Reviews 19

I ordered an item (19 Dec) and it only shipped out the day it was supposed to arrive (23 Dec). They canceled the jacket I ordered as their only system is not synched with the warehouse stock. The rest of the 3 items (2 jelly cats and earmuffs). It still hasn’t arrived Christmas Eve. . Guess we will miss out on Christmas presents because their service and logistics are so weak and disorganized.

I ordered a cuff from here. I got a completely different item from what was pictured on the website (and I know this because I actually own the cuff and wanted a second one to wear on both wrists).

I have emailed, and called numerous times. I cannot even get a bloody DHL shipping label to send it back to them. I keep getting their voicemail, and their email address response is a joke.

I ended up having to call my credit card company to dispute it. I just want my money back.

Scam Alert!!! Don't buy!!! I bought a LIMITED EDITION candle from their web as it sold out anywhere. I paid a much higher price plus a C$45 delivery cost for that. However, the item they sent to me is TOTALLY DIFFERENT from what’s in their product image. They sent me an ordinary candle which I could buy at any local store at a much cheaper price. They refused to refund me the shipping fee even when they send me the WRONG item. Totally wasted money and time.

We were attracted by the sale of a table online, then we went to Pacific Place yesterday and we’re told that it should be displayed in the IFC. The sales lady who stood near a mirror square simply told us it was for the watch! We were fully interested although it was not difficult to tell we would not buy it anyway, she simply ignored us even when my sister attempted to open the door. Would we be asked to compensate if we accidentally break it without knowing how to open it properly? With no customer there at that time, she had nothing to do but chose to walk away! What a funny lady!

They don't send tax invoice/receipt of your purchase and don't answer email or live chat queries in timely manner. Very average customer service!
Delivery was fast however.

Slight hiccup by them locating payment and asking for my transaction if. Other than that Fast delivery great item!

It’s Hong Kong based so they process slowly. They make you take a picture of your credit card and send it to them or have you call your bank to get an approval code. Absurd and difficult to do business with.

Great service, fast delivery to Germany ( only 4 days) !!. All was perfect.

cheating lying c*nts

made an order, but they didn't have it anymore, so they started asking verification for my amex which has never happened in my life, only to reconfirm the order stock áfter verification
miraciously the item wasn't available anymore

Lovely service!

Went to buy La Nuit De L Homme which is my favourite winter perfume and the service by the staff was excellenf..very cheerfull and surely visit again causeway bay shop in future

I have to admit I was dubious to use this website from previous online order issues and having to present bank statements etc.
I thought I would give it a go as it was selling a bag I was desperate for, no problems with my card payment (visa) going through, no further questions around this. I reached out to the customer service beforehand to explain my worries, spoke to Monique who reassured me about the process.
I ordered a bag to the UK, paid on the Wed and it arrived on the Fri. Monique and co thank you for your efficiency, I would recommend to anyone, maybe speak to CS beforehand if you're worried :)

Bought beautiful denim jacket.
Ordered on Tuesday and got it on Friday in Ireland!
Great service and very pleased with my purchase.
Will definitely shop again :)

I visited the IFC branch of Lane Crawford on the 5th May 2018 and I attended the concierge desk to return a Marc by Marc Jacobs top I had purchased from them which had not been worn and clearly had all the tags in place showing the price of $1990. HKD. On closer inspection the sequin detail on the front of the top was defective and I returned the garment to them to find a solution.

As a Lane Crawford gold card membership card holder I handed my card over to the two assistants on the concierge desk and they searched through my records and located the transaction relating to the faulty garment. One of the members of staff said she would then speak to a supervisor to see how we proceed with the matter. As I had been waiting a significant amount of time I said I would take a seat in the shoe section and the female assistant said they would come and find me. After waiting fifteen minutes nobody had come back to me so I returned to the concierge desk where it appears the supervisor had been walking up and down the shoe section to try and find me but did not know who she was looking for as she had no description or was I pointed out by the other staff who had been dealing with me; were they just going to allow me to just sit there.

On returning to the concierge desk I was greeted by the Concierge Supervisor Suki Cho; this persons delivery and knowledge of customer service was appalling and seriously needs addressing. She proceeded to tell me that even though I had been told previously by two members of staff the details of my purchase were on their records she disagreed and said that the top had in fact been returned for a refund; please explain why the two members of staff had located the purchase and Ms. Choi denied this was the case and secondly if I had returned the item how could I physically still have it in my possession. I disputed this but the member of staff could not grasp the concept of what I was saying or was out of her depth in dealing with the matter. I then asked her was she going to deal with the matter to which she replied ‘No’. I was astounded with her response and I asked to speak to a manager to which I was greeted by Concierge Manager Macrina To who is the rudest unhelpful person I have ever come across in my eleven years in Hong Kong she should not be in a customer service environment. I explained the situation to her to which she responded ‘I don’t think I can help you’; her role is to assist customers. She then proceeded to fold up the faulty top and try to hand it back to me which I refused to accept back as this item under Cap. 26 of the Sales of Goods Ordinance in Hong Kong is not fit for purpose. I asked to speak to the store manager but she refused to allow me to do this so I left the store minus the top which they still had in their possession. On pursuing this matter further and on requesting details of my past sales records it appears a male member of their staff had made an error and returned an incorrect item. Which has caused me to have to endure weeks of persecution by Lane Crawford staff members along with being made out to be criminal by this company and all down to one person’s utter incompetence. I wrote to the CEO of Lane Crawford Mr. Andrew Keith explaining that since proving in writing that the Marc by Marc Jacobs top that his company sold me was faulty and receiving a refund even though his staff were adamant I had not purchased it from them to the point where his concierge staff and staff member name of Natalie Da Gama-Rose made my life miserable; making me out to be a liar, causing me undue anxiety and stress. All along with the time it took me to resolve this matter, the arrangements I had to make to ensure somebody was at my address as well as the costs incurred when they advised me in writing the faulty top would be returned to me; even though it failed to arrive. The travelling costs incurred and time spent visiting his branches; Causeway Bay and Central in attempt to resolve this matter. When in fact this could have been resolved on my initial visit if the members of staff concerned had done their job correctly. I have never once received an apology from his company and my life was made torturous by his workforce especially Natalie Da Gama-Rose some of the contents of the communication received from her; which I still have on record is despicable and slanderous and in her role of General Counsel, Group Legal Department she should have been thorough in her investigations and considerate in the way she treats and responds to people.

I was unfairly treated by this company which caused me to have to endure weeks of humiliation and persecution by their staff members, along with the anxiety and stress I was caused along with the out of pocket expenses I incurred all down to their negligence. I requested a full apology and a refund for my out of pocket expenses but Mr. Keith has not had the courtesy or good manners to respond This company has zero customer service and I advise people to avoid this company and shop somewhere your custom is valued.

Seem to be having the same issues with returns, originally loss accepted by DHL when lost in transit via DHL or maybe not recorded as returned by Lane Crawford, both passing me backwards and forwards with Lane Crawford now refusing to refund in any way and not really looking into the problem. They seem to manage to have put through a loss claim themselves whilst not recognising my claim. £545 is a lot to lose.

Very poor service

haven't ordered for more than a yr but returns still not as smooth

ordered the shoes because only lane crawford has it.....

returns instructions not updated on website

no email received after generating returns reference number asked to take note of the reference number

but no documents to fill up the reference number so what is the reference number for ????!!!!

only gave one performa invoice which i know DHL usually required 3-4 performa invoices

let's see how it progresss.....

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customer service is very responsive when it's nothing related to refund or monetary issue.

but when it comes to refund issue the customer service will disappear all completely

unlike net-a-porter once they receive the returned item they emailed you to inform you they receive the item and informed that they will email again when refund is issued. Net-a-porter is very magnanimous. They never shun any of my requests. They even accepted my return that was more that 28 days for a store credit.

but LC just gone quiet. No company likes a refund but they openly claimed on their website that they want the customer to be happy.

I regretted buying from Lane Crawford again that's because only they have the shoes and its unfortunate that the shoes are not as nice as it seems...

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saw the below at trip advisor !! its kinda shocking

to think a billionaire owned company would cheat someone of such little money this is laughable

"US Online Buyers Use Caution
I ordered a rare designer item that I could not find in the US. When I placed the order, the shipping time was 3 days to receive the item in the US via DHL Express. I was somewhat optimistic upon reading other reviews, that I would have a good experience. Twelve days later my package had not arrived, although they charged my card the day of purchase. In between this time, I attempted to contact Lane Crawford via e-mail many times. They did not respond to several e-mails. The responses were irrelevant to my complaint. My package was then shipped back to Hong Kong because Lane Crawford failed to provide documents for customs. I contacted DHL who confirmed that Lane Crawford had my package. I contacted my creditor and I had to open a dispute because they would not refund my money. I never received my item. The whole experience was a complete waist of time! I would never do business with them again or recommend them to anyone.

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Lane Crawford is one of the best department stores for online shopping. I grew up in Hong Kong and used to shop at Lane Crawford both online and offline because LC is one of the topnotch. Now I have moved to the United States and I still like to shop at LC website. They provide really good customer service. All of the CS that I came across were very patient and helpful no matter how silly my questions were. Besides, international shipping is fast! No hassle return for me! I would highly recommend to everyone.

Purchased a Valentino bracelet
Received email stating because it was my first order they could only ship to billing adress and would reserve my item for 24 hours ... I replied immediately and said that was fine ... The next day I get an email stating my order was processed and that the next email would be shipping /tracking info ... A couple hours later I receive an email stating my order was canceled because the item was no longer available ????
How can that be if they were reserving the item for me ??? First and last time shopping at lane Crawford ... I will stick to my European boutiques who provide awesome customer service - great items --super fast shipping
I WOULD NOT RECOMMEND LANE CRAWFORD ---still haven't credited my card back yet -----