Lucky Brand Reviews 295

I ordered a top. It came damaged. They wanted to charge me $8 to mail it back. I contacted customer service and they said they would email me a label that would come from UPS. That was November 18th. I have not yet received the label. I have emailed, chatted and called multiple times. This is the worst customer service I have ever received. I was ready to just bite it and pay the $8 but I am not sure that I would even receive my refund. Sooooo I will drive 20 miles to the nearest store in XMas traffic and hope that the sales people at the store will credit me immediately..... stay tuned... NEVER BUY FROM LUCKY BRAND!!

I contacted the agent to learn how to exchange or make a return that was not offered on their site. The agent was agressive, rude, and unhelpful. The pants I ordered were too big and I'd hoped to exchange them. They don't offered exhanges, rather you can pay $8 to send them back- only to order the same pants again. And pay for shipping again. This will be my last order with Lucky.

I generated an order to the wrong address. I called in at once with the order number to cancel and am being told NOTHING can be done!!!!!

NEVER BUY FROM THIS PLACE

This site borders on being illegal. They grab your credit card information and keep it forever! I wonder if that is also happending at the stores because I don't remember giving them a couple of the cards they had stored online when buying from the website. Their customer service kept me online for nearly 30 minutes over a simple request to remove all payment information from my profile. The person claimed it will take "several days to process."I do not believe it will happen. It should take a second. 99.999999% of all websites allow users to remove their payment information. NOT HERE! I do not think this is legal.

If you try to chat with them, they will not answer the chat request--I waited over 10 minutes. I emailed "bolt merchant support" who sent back a robo email that said I was clearly trying to send an inquiry to bolt rideshare in Europe, so unless I replied to their robo email I was going to be ignored. WHAT????

A scam, pure and simple. I don't know who bought this company, but they have changed a wonderful company to a scam artist. I now have to change my card because I purchased from them. UGH!

Lucky Brand’s online return policy is horrible and it does not work!! I tried and waited for 3 different return labels over a period of 3 weeks. Each time they ordered a return label…I had to wait a week to see if I got it before they would request again. I finally gave up and drove 2 hrs round trip to a store to make the return. Will never buy Lucky Brand again!!! Way to frustrating for $100 jeans!!

Horrible service. I returned a pair of jeans because they were too large and I didn't like the look. They deducted $8.00 from my return because they didn't fit. When I advised the representative that this was very poor customer service she appologized and said that is their policy. I will never order from Lucky again.

Cancel and refund when requested. If not refund cost to ship item back.

I purchased 3 pairs of jeans from their online store. One was a mistake and the other was a correction — so two separate orders.

The correction jean didn't button and upon further inspection was a size smaller than what was labeled (it happens). I returned that pair and the mistake pair. The original instructions were to send them via USPS, which I did. It cost me $13+ to return them.

It appears they do have UPS return labels but I never saw those until after the fact because I followed the instructions in the email. They deducted an additional $8 x 2 for the returns despite never using their labels (which they could easily prove by verifying the tracking that was assigned to the returns) so I was out $16 + the original shipping for the two orders.

After providing them with evidence, they ignored one order and focused on the other. They repeatedly gaslit me with excuses and acted like they never got the information I provided them. This exchange went on for over a month until I finally gave up, which is what they want.

This is no longer the original Lucky Brand company but a hedgefund-run entity that will screw its customers at every opportunity right down to a nickel because they're more concerned about their investors than they are about the people that keep them afloat.

If you feel you must support this company, buy from their online store on Amazon Prime (no 3rd party retailers) so you can ensure you don't have to pay for returns and get screwed in the process if the jeans don't fit or are sized incorrectly. Besides, it's way cheaper than buying from their online store. Take note that the colors represented online don't always match what you receive.

Frankly, I'd avoid them altogether. Their jeans' quality has decreased considerably as they are not the same as the ones I purchased in the early millennium, which have seen better days. They even short you by a belt loop. It's ridiculous.

Placed order online - Received an item I didn't order 10 days later. 4 calls to customer service and online chats to get this resolved each end the same way: You will receive a UPS return label within 3-5 business days. (? What century are we living in ?) Once the return label is received I will need to drop off the item at a UPS store to return. (10 days maybe to process?) Once the return is received and processed by Lucky within 3-5 more business days my refund will be issued. So now going on 30 days. And at that point I can choose to re-order and hope this time I receive the correct item.

As I understand it, you are under no obligation to return an item you did not order.. (Which I gladly would have done at the beginning of this process if it hadn't turned turned into such a lengthy drawn-out nightmare, or if they shipped the correct item right away.)

However a seller is legally obligated to either issue a refund, or ship the item that was ordered if the correct item is never shipped / received.

In the age of Amazon and other really streamlined online retailers it is pretty crazy to be so far behind.. and to back up the absurd online shopping experience with terrible customer service.

Horrible, horrible customer service! I paid for a pair of jeans that I have NEVER received. I've made 7 phone calls over past 2 months and have never once gotten anywhere with them. This company feels entitled to STEAL your money. Stay away. You've been warned.

Love the pattern of this shirt, came apart at the seam after one wash. Their clothing is just not as durable as it used to be. Disappointing

They have cheapened out. Don’t expect us to pay for rags. Their clothing is like junior dept. Cheaply made!

The jeans I ordered are completely ill fitting. Awkward irregular fit, not actual length as ordered. Started a return online yet no confirm email regarding return. Called customer service and I swear the agent (a young woman I had to spell everything out for) could not have cared less about helping my situation and honest to God she sounded like she was drunk or very stoned. The most incompetent customer service agent I have ever encountered "what do you want me to do about this?" "um I dunno what a QR code is let me look that up" I communicated that we need a QR code or 'return confirmation' email which was not generated per the webpage. She acted like I was inconveniencing her and that I asked for the theory of relativity. Are these people serious? Is this company for real? Does someone actually pay this girl to represent the company? I hesitate returning anything via mail because they are so untrustworthy and going downhill nowhere fast. Do not waste your time w/ this company and their atrocious customer service online. Be wary of calling that 800 number because you will get nowhere fast and they have the most inane lunatics answering their calls. If you must buy their product, only shop at their actual locations, don't resort to online shopping with them, you are met w/ unsavory results each and every time.

Attrocious customer service. I could elaborate but why bother as I won't be dealing with this company again.

Order placed successfully, got a confirmation email and order #, and then....nothing for weeks. Apparently, they just dropped my order for no reason. Feels like bait and switch since everything was ON SALE when I originally ordered everything, and now it's not. This is the 2nd time this has happened. I'm done with them.

Michael Hill generated an overwhelming experience with Customer Service!!!

Worse jeans I have ever purchased.
Blue dye from jeans has ruined all of my furnishings in my home. It has stained my skin on legs and even hands and is difficult to wash off. Customer service just keeps responding with the same canned response.

Part of an annual holiday in the USA was to stock up on Lucky Brand jeans and other clothing. Sales assistants were always helpful and the clothes were good value. Clearly not any more! It seems the brand is on a downward spiral and it would be better for everyone if they just closed down completely.

Size is not consistent. I bought two pairs of shorts, same size, different patterns. One was too big, one was too small. And the fact they don’t have reviews on the site sucks. No wonder they’re bankrupt. Way to show off Brooklyn hippies.

Monday July 25 I recieved the BEST customer service from your Assistant Manager. She offered suggestions and was super kind. She's a great asset to Lucky outlet! Ill be back!!!