Refuses Refunds and Ignores Return Requests
My mother, who is in her 70s, purchased a dress that turned out to be far too small and of poor quality. On 1st April, I assisted her in emailing Sarah & Lily to request instructions on how to return the item and obtain a refund.
They did not respond until 7th April, at which point they attempted to offer an alternative garment instead of addressing the return request. We made it clear that my mother did not want a replacement and simply requested return instructions and a refund.
Despite further follow-up emails sent on 7th, 8th, and 10th April, we received no meaningful response until 21st April. Once again, they ignored the request for a refund and instead repeated their offer of a replacement item.
There appears to be no customer service phone number, leaving us unable to escalate the matter. The lack of responsiveness and refusal to process a straightforward return and refund has been extremely frustrating.
I would strongly advise others to exercise caution when dealing with this company.