Lucy & Yak Anmeldelser 877

Had a faulty item, the team resolved it and gave me several options on how I wanted to proceed with it. Honestly the best customer service and support I could have received!!!

They are an excellent sustainable clothing brand. I appreciate everything they do in terms of sustainability and ethics. They are very transparent and trustworthy. Some of their prints fade a bit too quickly. The quality of their clothing has been going downhill recently.

Amazing! Emily was super helpful and prompt with help on my need to action a return, thanks Emily!

I can't thank the customer service team enough for quickly and efficiently solving my problem. They were kind and understanding. I am so impressed as this kind of service is rare these days. Fabulous products with a brilliant team and great customer support.

Absolutely love Lucy and Yak dungarees.
So comfy to wear and I always get compliments.

I love Lucy&Yak for their ethical production, and when I've had a faulty item their customer service has been top notch. However, I'm reluctant to recommend them because the sizing is such a mess! There are 4 issues as I see it, plus a bonus pricing issue, together these have caused me to give up a long-running L&Y obsession, which is a real shame. In short, I'm fed up of returning/exchanging, and the constant new releases and special discounts are making it feel like fast fashion (and like you're getting ripped off if you pay full price):

1. They refuse to show actual garment measurements. Having those would solve most of the issues below. Seems like a no-brainer...

2. The size charts only show body measurements, and these are unreliable enough to seem almost arbitrary. I've always had trouble deciphering which of their styles will fit my bottom half—and yet, my waist and hip measurements are EXACTLY THE SAME as one of the lines on their sizing chart! You'd think that would make things easy, wouldnt you? Hell no. Sometimes it comes up huge, other times it just isn't cut to fit hips that are wider than the waist (despite the body measurement chart being the same as me...?) I think they make some items to have an androgynous fit, but have a curvy female-presenting body on their fit chart... how are we meant to know what's what? Have given up on purchasing items for the lower body.

3. Every style fits differently, so you end up sizing up in some styles, sizing down in others, and when a new style comes out there's no way to tell except hope another customer with a similar body type leaves a review with the sizing info you need. You can see this by checking any L&Y fan forum, all the discussions about when to size up once, twice, or not at all. Its exhausting to keep track of. Why expect the customers to do all the work for them? (Refer to point 1).

4. L&Y will periodically change the fit of a certain style but keep the name of it the same—so as well as all the info above, you also have to keep track of whether something is "new fit" or "old fit". Sheeeeeesh.

5. Bonus pricing issue. I don't mind paying more for something thats been ethically produced: I'm their target market. However, when items are launched at a high price only to be massively discounted in a sale or put into their outlet a few months later, it erodes trust in their pricing structure. I've been on the wrong side of this: eyeing something up for a while, finally deciding to buy, then seeing the price slashed the following week. I've also been put off buying a new item because it's so expensive, then picked it up half price in a sale after a month or two (it doesnt feel so much a bargain as feeling bad for the people who literally just invested at full price, and questioning why that price was so high to start with). And countless times I've bought something in the sale and then seen its price reduced by a fiver or something before it even arrives in the post. What do they want me to do, buy a second so I can return the first? Ugh. I also had to unsubscribe from their emails because they release a dizzying amount of new stuff. If we're going to invest in a few relatively expensive but ethically produced items per year, then we need to know what the choice is—which is impossible if there are weekly drops. It's all a bit fast fashion in my eyes, and geared towards impulse buys. I had to step away, it was too much. Currently the website tells you there's "special pricing on the app", so yeah, more of the same. Too stressful, no thanks.

The good news is, other ethical online retailers are available—both for basics and fun/dopamine items. But if Lucy&Yak made a few changes to reduce these frustrations, they could be up there with the best.

I bought my dungarees at the sale in London this year.
I went with my daughter who is a total convert.
Now, at the age of 72, I have had breast cancer for the second time in 22 years.
Post mastectomy and reconstruction, as I am healing, I have found the dungarees to be a blessing. They are both comfortable and easy to remove and put on.
Go Lucy and Yak.
I have a soap box......
Over 70s don't neglect mamagrams! One third of people who get diagnosed with breast cancer are over 70. Nag friends and relatives.
Being a woman is not easy, but we are not HELPLESS.
Madelaine

I have shopped with Lucy and yak for a couple of years or so now.
In store and online. Always had a great experience. Most recently I had an issue with a pair of jeans that have developed a tear after a few wears. I emailed customer service with an image and the whole situation was dealt within a couple of emails.
Fantastic customer service and care as always 🫶

Fast, polite and useful response

EDIT: and as you can see by their response, they are trying to switch the narrative to “this customer has an issue with being flagged and is unreasonable” to anyone reading, and not the true issue which is the way they handled it. More evidence of discrimination and is manipulative of the facts.

Length of time taken wasn’t even the biggest issue either, but the constant lying and ignoring the evidence originally. And they’re still lying here by saying they need to investigate when these issues come up. They weren’t even going to investigate until I brought it up. I dunno how many times I need to say this. I think they’re being deliberately obtuse when they know exactly what I’m saying and don’t want to have to admit wrong doing.

The flag was removed, but as always only after I asked why and the response I got was (paraphrasing): “you said you weren’t returning so we didn’t think we had to remove it”, which… what? When I questioned the logic of this then got the gaslighting (I hate to throw that term, but that’s what it is) of them again trying to spin it as me being annoyed at being flagged as a risk. “We hope you understand that it’s to protect our business and we have to flag our high risk customers and investigate” which has nothing to do with my question of “why would you keep the risk flag on after I proved I wasn’t a risk just because I’m not going to purchase direct anymore, especially after saying you hope I reconsider and come back?”

They don’t listen, are manipulative and twist the narrative to make the person complaining appear unreasonable. Considering their customer base is a high percentage of minority, disabled and LGBTQ+ folk, of which they claim to care and target their branding towards, this is unethical. They are fortunate I’m not a more vulnerable customer because the legal trouble this can cause them if that were so is pretty big.

(Also I’m pretty sure they do “appreciate my frustration” they seem to get a kick out of it to be honest 🥲 )

———

See my previous review. Account was flagged so portal returns were disabled for me. This is fine, I understand why these things happen, except I never got any notification to let me know and resolve. I was the one who reached out, I got an immense amount of push back despite doing so, lies about not being able to remove the flag, proof ignored because "well our system says this happened". Does your system now use AI? Because I swear to god it sounds like it does the way it's being described.

And now, on Thursday, so not the day before the weekend, after asking a chronically ill person (which they know, because I've stressed this to them) with Autism and ADHD to expend an immense amount of energy to dig through receipts and photos for proof items were sent only to be told after doing so that the manager is now away until Monday.

The Manager then gets back to me today, and despite thanking me and saying the issue is resolved, has now stated I have to do all returns manually through them yet again. There was no intention to resolve this situation despite what their reply to my review says.

This was a brand I loved. It's all I wear. I've travelled all over for limited prints to support them and recommended them to others. I'm not asking for special treatment because of this, but I did everything asked (again, I REACHED OUT TO THEM TO RESOLVE IT FIRST ANYWAY) and they have been awful to me throughout the whole process when I'm clearly a loyal customer who doesn't want to cause them any trouble. They don't actually wish to resolve it. I feel humiliated and belittled. Why lie and say it will be resolved when proof provided, only to go back on your word after thanking me for helping to resolve the issue? Either they thought I wouldn't have the proof, or they were needing the proof but had no intention of restoring my returns portal access. Either way that's a disgusting treatment of a customer.

Once all refunds are processed I'll be requesting closure of my account. The last few years L&Y have shown they are not the brand they once were.

I visited the new L&Y store in Chester today — my first time at any of their locations. I had been really looking forward to this visit and had planned my day around it, travelling in from Northwich with my 5-month-old baby. I carefully timed the trip to coincide with his nap so I could browse peacefully and treat myself, something I haven’t been able to do in quite some time as a busy, sleep-deprived mum of two.
Unfortunately, what should have been a positive experience ended in tears.
While in the store, a staff member began loudly playing with another customer’s dog very close to my pram, which startled and woke my baby. As a result, I had to leave the store prematurely, feeling disappointed and upset. I later returned to explain why I had left, but the conversation with the staff member felt dismissive. They repeatedly emphasised that the store is dog-friendly, without acknowledging my concerns or how upsetting the situation had been for me.
I’ll admit, I was emotional — not at my best — but I was also incredibly frustrated. I had looked forward to this moment of self-care for weeks, and it felt completely disregarded.
Beyond the incident, I also felt largely invisible during my visit. Other customers with and without dogs received compliments and attention, while I — clearly struggling with a buggy and a baby — was not once approached or offered help. It left me feeling unwelcome and overlooked.
In my opinion, while being dog-friendly may appeal to some, a clothing store should prioritise hygiene and customer comfort. At the very least, there should be some balance and consideration for parents with young children, who also deserve to feel supported and valued in retail spaces.
Sadly, while this store may be welcoming to dogs, it did not feel welcoming to me as a parent.

Spent £65 on a pair of trousers. Wore them 3 times before they wore through between the thighs. £21.666 per wear. Absolutely disgusting quality.

I was hoping the response would be SURE we can grab a pair of those pink ZEBRA PRINT dungarees from 8 years ago and sell them to you. The person did give me some hope, though. She said, "you never know^.!

Great Brand. Stylish and really well made clothes and superb customer service.

Excellent customer service. Love this brand, clothes and ethics.

Overpriced trousers disintegrating after 3 wears. Have washed on 20 and line dried. Don’t waste your money on the chuck trousers.

So I contacted Lucy and Yak, they have offered me a credit note. They got back to me quickly and were incredibly helpful. Would definitely buy from them again.

The “Package Protection” is a bit of a con, Lucy and Yak are legally responsible for the package should it be lost, damaged or stolen in transit. Buy it for piece of mind if you like but it gives you zero extra cover above what you’re legally entitled to by purchasing something online. Also, if you return something you are legally entitled to a refund on the outbound shipping if you paid it on your delivery. Return delivery is your responsibility but the outbound should be refunded by default. Lucy and Yak know this but will hope that you don’t.

Edit: Their reply confirms the above, the returns are done through their courier so if anything goes missing or is damaged they are legally responsible for it, you as the customer will never be out of pocket if you do or don’t have that extra cover. Also, no comment on the outbound shipping fee so got to assume they know they’re required to refund it but won’t

The support service of the Company were extremely kind and helpful! I wanted to change my size last minute because I picked the wrong one and they did that no problem:) Even after I had an additional question they remained very patient! The size change actually worked and today I’ve finally received my dungarees🥰 they are really beautiful and good quality, if you are a bit unsure about the sizes I would recommend the bigger one tho🫶🏻

Cassie was incredibly helpful and didn’t make any of my questions sound silly or unimportant! Thank you :)

I have been a customer for 5 years and my experiences so far have always been great.