Lucy & Yak Anmeldelser 877

Excellent help from my contact email, though sadly the style I had asked for is discontinued. I was advised to advertise on L & Y “in search of” Facebook page but I found it impossible to know how to put the template into a post. Some more guidance for the less able technically would be appreciated.

I accidentally put an old address in for the shipping address, I then emailed the company immediately and Hannah was very quick to respond.

Size was too big for my grand daughter, the matter was resolved without any fuss and very quickly. Unfortunately you were sold out for this item , so a very speedy refund was given .thankyou

Always been very happy with both the items and the service.

I’ve been looking at this store for years and my first time in contact with their customer support was after receiving a gift of yaks that were unfortunately too small. However their support (specifically Hannah!) could not have been any more helpful - even with the little amount of details I had to give about the order, they easily set up the exchange/return for me. Such a lovely, great team behind such a great brand :)

TERRIBLE CUSTOMER SERVICE

Got ahead of the game buying my wife 2 jumpsuits for Christmas at the end of October. Used the size of her Yak dungarees she has for sizing. Opening them Christmas day and she didn't even need to try them on to see the top half was massively too big for her.

We loved (notice the past tense) Lucy & Yak, so reached out to try and exchange them through their online customer services.

We were given a "unfortunately due to our policy blah blah" dismissive message from Liz to begin with. We were unhelpfully adviced to flog or swap them on Facebook (of all places!?) I replied asking if there's nothing that can be done. Mind that we don't want to refund them, just exchange for something that will fit.

Had another dismissive message this time from Kat, parroting the same policy. Yes I am aware of the return policy, I read it. I contacted customer support to try and find a solution. At this point I don't know if these were even real people or just AI generated responses.

So yes very dissatisfied with the non-existent customer services

I certainly won't be buying from Lucy & Yak again and will be telling this cautionary tale to everyone I know. Which here in Whitstable, I'm sure are a lot of Lucy & Yak's clientele.

Abysmal business practice.

Will give them to a local charity shop if I'm not too irritated to just chuck them in the bin.

EDIT IN RESPONSE TO LUCY AND YAK BELOW:

It wasn't feedback on your extended returns policy. Rather an abysmal review of your customer services...

As I said, I understand the policy. Its a bad policy. Just seems like a great way to lose customers. Why have customer services agents that Parrot a policy rather than resolve customer issues...

I would understand the policy if we were trying to return for money back rather than just exchange for the right size... Just awful practice with snarky responses from what I thought was a great company. You tout that you're all about good ethical practices, any yet in practice your policies ensure that your products end up in landfill.

Extremely disappointed with L&Y! Went on to the app to order from their sale Boxing Day morning, found lots of items at incredible price of £14, so added them to my basket, however when I went to check out the prices of 3 of the items increased from £14 to anywhere between £26-42!! When I complained to L&Y they said it was a “glitch” but that they were entitled change pricing at any point, including when items are in your basket or going through the payment process. I feel this is a case of using algorithms to assess when lots of items are being bought they increase prices? Expected much more from an ‘ethical company’ 😞

E mails to entice you to look
At the sale . Items at £14 duly added to basket , go to check out and the price has gone back to £42 .. when questioned was directed to the small print that they are able to change prices at any given time even if in your basket . The algorithm working at its finest I’d say . Very disingenuous sale practice .

I ordered a present for my sister from Lucy and Yak, after 10 days it still hadn’t arrived. Although the gift was never delivered it was returned to L&Y. While I received a refund promptly it was all a bit disappointing.

La commande était livré très rapidement. Je l'ai commandé le 23 décembre et elle est arrivée le 24 après midi. Les articles sont de bonne qualité et le rapport qualité prix est excellent. Merci pour votre serieux.
Je recommande++++

Amazing service. Didn't feel Like your typical corporation. I had an issue eith my girlfriends order and someone from the team sorted it asap. During Christmas.

The delivery was well over the stated time and ordered days before their supposed cut off date for Christmas. I sent several emails providing all necessary information including order number and a screenshot of the tracking. All I got in responses were condescending responses explaining how deliveries work and giving me tracking numbers I already had, no acknowledgement that their delivery times were clearly wrong. The last email then added a snarky point that they "couldn't be responsible for local delivery times", bearing in mind, by the time the item had even arrived in my country, on the tracking, it was already the afternoon of the last day of their delivery window, so there was no chance of it ever arriving on time. The customer service feels like AI: condescending and unhelpful, ignoring the information provided and failing to acknowledge the customers problem or accept any responsibility. Having worked in customer service for a long time I would hate to believe there are real people behind the screen giving these responses. For this same reason I don't normally leave feedback because I know it is a difficult job but in this case all interactions were particularly frustrating and at minimum an acknowledgment of the problem and reading the information I provided instead of churning out generic answers and essentially saying "just track it yourself and it might show up some time" would have been nice. Thankfully I am not a regular shopper here, I was buying Christmas gifts, so I can avoid in future.

Had issues with needing to return an item and staff was super helpful and responsive to emails. Got issue resolved quickly. Items that I received were great just needed a different size.

I measured myself and ordered according to the size table on their website (according to the table my hip was even 2cm too big). Then I went on a city trip to London and saw that there is a popupstore of them nearby. I went there and ended up buying the dress two sizes smaller. I then contacted the „customer service“ for a free Return label but no help was given whatsoever. I sent them a picture of the dress on me that showed that its way too big. The website says its a regular fit. It was their mistake but I has to pay for the return… The dress is nice though.

I purchased a top just 8 days before it went into the sale and was refused a refund of the price difference, no matter how unreasonable that is. I explained that I’m a new mum and physically cannot get to a store to return and repurchase an item, yet there was absolutely no flexibility, empathy, or goodwill shown.

What’s even more disappointing is that Lucy & Yak loudly promote sustainability and women empowerment, yet their actions completely contradict this. Forcing unnecessary returns, extra travel, and waste is not environmentally conscious, and refusing to support a new mum is not empowering women.

After reading other reviews, it’s clear this isn’t a one-off — Lucy & Yak seem happy to shout about their values publicly, but are far less interested in actually helping women when it matters. The response felt cold, dismissive, and performative rather than genuine.

This experience has completely changed how I view the brand.

Lucy & Yak were recommended to me by my daughter. I’ve been very pleased with the items I’ve purchased, returns and queries have been dealt with promptly. I will be ordering again.

Ella from Lucy and Yak and and honestly deserves all the praise for helping me with so quickly with this order, the type of service you usually wait a week for, shout out Ella!

There was an issue with the delivery from Royal Mail. When I contacted Lucy & Yak for help they were extremely prompt in resolving the issue. I was very impressed with their customer service and would happily shop with the again as a result!

Délai de livraison interminable, commande passe le 2decembre. Expédition dans la journée finalement envoyé le 8decembre nous sommes le 16et toujours rien en vue. Le lien pour suivre le colis ne fonctionne pas. Aucune idée d'où il se trouve!! Vraiment pas sérieux première et dernière commande 😠

Staff at the junction 32 castleford outlet are absolutely amazing! They go out of their way to provide great customer service also to add the shop layout is perfect for those in wheelchairs/prams no bumping into one another.

Each time I’ve gone they are always so welcoming and if you don’t want want to talk they give you space. The re-yak system is amazing when you want to get something new but don’t know what to do with your old stuff. Definitely recommend going to the outlet each time you go it’s always changing it up!! Even some of the new pieces online can be in shop👀