Lucy & Lola Arvostelua 3 355

Really disappointed with my order. The sweatshirt arrived missing the sleeve embroidery entirely, which should have been caught during quality control before dispatch. I also received the wrong promotional sticker.

I contacted customer service politely to raise the issue, but overall the experience has been frustrating and not what I expected. For the price paid, I would expect much better attention to detail and quality checks.

I have had three purchases now and sadly my last is a huge let down and upsetting. I bought a sweatshirt which is good quality and embroidery is great but the big issue is they did my toy poodle brown when he was black. Both dogs I had done have passed within the last 5 months. How can anyone mistake black for brown is beyond me. They have responded to my email but sadly to say they are sorry to let me down. This was in memory of my two dogs and whilst one is right in looks and colour the other looks like him but colour not right. Shame as I would be a regular customer but not now.

After reading some reviews, there seems to be a trend. I have had a similar experience where I have ordered my customised hoodie to be delivered before a specific date (as per their delivery periods shown on their website) and there have been no updates or communication on my item being shipped or ready for delivery.

After emailing them, I was told today that my item hasn't been made yet despite me approving the design on 1st May. It was meant to have been shipped by 18th May and its still not been made even. When I asked why it hasn't been made yet, no response. At this rate, I'm going to miss giving my friend her present on her birthday.

Will never order again or recommend.

Ordered a fleece with my very senior staffy embroidered on and i'm so happy with it. I wear it so so so often!
Loved the digital proof i was sent and they were really transparent on order timeframes. It looks EXACTLY like my dog! A keepsake for life and a great quality fleece.

Absolutely fantastic customer service. My sweatshirt arrived missing some details. The embroidery was perfect but I had ordered some sleve embroidery that was missed. Upon returning the sweater for this to be added DPD lockers malfunctioned and the sweater went missing. The customer service was impeccable and although it took some time (due to DPD investigations) Lucy and Lola replaced my sweater, full embroidery, yet again perfect, and I am extremely happy.

The process itself is very slow so make sure you plan ahead if you are getting a gift. The embroidery itself is very nicely done however I have a big issue with the sizing. I ordered a sweatshirt in a size small and it is absolutely massive, the shoulders are very wide, bulky and ill fitted and it comes all the way down to my thighs (I am a UK 8-10, 5'5''). It's such a shame because it would be a really nice product if they could create something that fits well.

Love the idea and concept of the product and great artwork. Really disappointed with the service. After chasing the order as it is 10 days late with no updates the order has arrived today. Only I ordered a tshirt and have received a sweater.
Sizing is also very big compared to the website so please size down. Sweaters are huge. Very disappointed and would not recommend due to the haste.

Okay this is not in reflection of the clothing but in relation to the customer service. I love that they offered unlimited iterations but for my order, I had so many questions that needed answers being unfamiliar with this all, yet every time they replied with the updated version, they would just say “here are the updates you requested” or similar. I had inquired about what would actually be doable for my sweater like the dark rim that’s around my dog’s eyes which they had in the digital mockup but it wasn’t present in the embroidered version. There were also various shades and undertones that got lost in the embroidery as well - again I asked if they would show and whenever the team responded they never would answer a single one of my questions! It was extremely frustrating because if they had just told me it wouldn’t show up, I wouldn’t have asked them to make the update/wasted their time. I wish the communication had been clearer and made me feel like they just wanted me to be done rather than to enjoy the experience as much as the outcome. Quite miserable and will probably not order again.

I ordered a fleece with custom pet embroidery on 27th March using a gift card. What should have been exciting turned into over a month of delays, poor communication, and a product that doesn't fit and isn't worth the money.

Timeline:
- 1st April: approved proof
- 9th April: answered their query same day
- 20th April: told order was made, expect dispatch soon
- 24th April: still no dispatch, had to chase
- 24th April: Emily replied saying stock issues resolved, order with packing team awaiting "final quality checks" before dispatch
- Week later: still nothing, had to chase again
- 5th May: order finally arrived

Website states 10-14 days after approval. It took 34 days with no proactive updates. I responded promptly to every request but had to chase twice for basic information about my own order.

When it finally arrived, the fleece is massively oversized - definitely not a UK women's 10-12. Turns out they use "unisex" fleeces sized on men's sizing, so a male medium is nowhere near equivalent to a UK women's 10-12. This should be made crystal clear on the website before ordering.

The fleece itself feels quite cheap quality. The embroidery has loose threads hanging off the back - apparently this passed Emily's mentioned "final quality checks" before dispatch. The embroidery design is fine, but the execution and finishing are sloppy.

Because it's a custom item, I can't even return it. I'm stuck with an ill-fitting, poor quality fleece that's not worth what I paid, after over a month of chasing and broken promises.

Poor service, misleading sizing information, cheap materials, sloppy finishing that somehow passed quality checks, well over double their stated timeframe, and no option to return. From recent reviews here, I'm clearly not alone in experiencing these problems.

Wouldn't order again.

I just wanted to take a moment to leave some feedback regarding the absolutely wonderful experience I had with Emily throughout my recent order enquiry.

Although unfortunately we weren’t able to proceed with the order in the end due to stock limitations, I genuinely felt compelled to write this because exceptional customer service deserves to be recognised — and Emily was truly exceptional.

From beginning to end she was kind, patient, understanding and incredibly thoughtful in every interaction. What could have easily become a disappointing experience actually felt warm, personal and reassuring thanks to the way she handled everything. In a world where customer service can often feel rushed or robotic, speaking with someone so genuinely caring made a huge difference.

She never once made me feel like “just another order”, and her communication was consistently lovely, empathetic and professional all at once. You can really tell when someone puts heart into what they do, and Emily absolutely does.

Honestly, if every company had someone like her handling customer care, online shopping would be a far less stressful experience for everyone ❤️

Please pass along my sincere thanks to her. Even though this order didn’t work out, she left such a positive impression on me that I would happily shop with you again in the future because of the kindness and attention she showed throughout.

Wishing both Emily and the whole team all the very best.

I placed an order over 4 weeks ago now, and I am still waiting for it to arrive after being given a delivery date of 29th April.

I have chased this up 3 times and been given the same copied and pasted email that ‘my order is in production waiting on delivery’

While I appreciate the company may be waiting on a delivery this should be reflected on the website for production times.

For the price you pay you’d expect a decent service and not the same copy and pasted email.

Hope my order will arrive at some point… if ever

My first time ordering from Lucy & Lola and unfortunately I won’t be ordering again. Ordered a jumper as a gift on the 7th April. The website and emails I received told me it would be 2-3 weeks maximum. I intended to give it as a gift on the 2nd May. It had not arrived by this time and I had had no communication from them. I emailed and asked what was going on and they said they didn’t have the right colour thread in stock. I would’ve appreciated them telling me this. They apologised for the delay. 5 weeks later my order has arrived. Embarrassed to say the least for missing my friend’s birthday even though I ordered within good time. There are plenty of shops that do the exact same products on Etsy, and I’m sure are a lot faster! Use them instead!

I would also like to add that I ordered from Lucy & Lola at a time when they had an offer on for free gifts if I spent over a certain amount. I did. I received no free gift. I won’t be shopping here again.

Took 6 weeks for items to arrive with constant chasing up and when the items did arrive they were incorrect.

The sweatshirt turned out amazing! The likenesses to my cats were spot on based on the photos I provided and the material is super comfortable! I’ll probably be ordering one for my husband too 😂

A five star piece as always, love my new item!

The product overall was really good however, my shopping experience was awful! Firstly when ordering the product online I was then contacted via email that I actually needed to pay an extra £17 in addition to what I already paid. I did not appreciate this hidden cost, it's a really bad experience for the customer. The product is quite expensive already, and I had already used a discount code which then didn't apply to the extra £17. I thought it couldn't get worse, after approving the design on 24th March, I then had to wait until 27th of April until the order had even shipped. They never contacted me that there would be a delay - instead I had to email them. This product was intended to be a birthday present.
I wanted to leave an honest review as I hope it motivates you to improve your customer experience and are up front regarding the extra costs.
Unfortunately it has let down what is a really lovely product.

It is very addictive to buy stuff personalised about your pet.

Purchased a hoody several years ago from this company and loved it so decided to indulge in a dry robe and I can honestly say, its brilliant!!

Took a couple of tweeks to get my boy perfect but I absolutely love the results.

Great customer service, great delivery, great item - roll on the Winter! 🤣

I hate leaving bad reviews, especially for small businesses but I was recently left really disappointed. I've ordered twice, first time last year was pretty good though I found the fluctuating pricing near Christmas unethical. The sweatshirts arrived and were of good quality and the sizing for small and medium were perfect. The embroidery was really good although they seemed to change some colours.

The second time wasn't so good. I got two sweatshirts of my family dog (a small for me and a medium for my mum). I put my mums away not really checking the size as I assumed it was the same as the last medium I bought. I bought it 3months early due to an offer and the delivery time. A free backpack I received was nice but the embroidery was off centre (can't complain since it's free). But when I gave the jumper to my mum for her birthday, we found out that it was more like the large on the chart, so looked ridiculous on her. (I showed the measurements on the email to customer services and later a comparison of the old medium with the new one). I thought I'd maybe got one that was incorrectly labelled as it was massive compared to the last medium which is said to be suitable for 10-12. Instead it's 48 inches chest and 30inches in length which if you google is said to be XXL or XL, probably like a size 18-20. The person on customer service just said that it was a medium and that there can be 2cm difference in size (the difference is much bigger between these though) and then that the old one may have shrunk (it hasn't). I've since noticed that the fabric looks different and the codes/names on the care labels have changed. This hasn't been mentioned on the website (which it should have). The quality doesn't seem as nice and I guess the new medium must also be a lot bigger now. The person on customer service was polite but hasn't mentioned that the sweatshirts have changed, so it kind of feels like I was lied to. The embroidery is really nice, but they didn't include some small markings my dog has on the proof image. I guess maybe they were too small.
Overall, I just think since the size difference of the jumper is so big, it should've been mentioned that they'd changed them or I should've been offered a smaller replacement since it's kind of misleading to change the sweatshirts but not say. It's also strange that the medium is now so much bigger since the small size hasn't changed as much.
Update - was given a 35% off code so added a star.

Like other reviews for Lucy & Lola, the delivery and wait times are shocking. Placed an order over a month ago, and I’ve had to keep chasing where it is up to. I had to get the colour and top changed due to my own mistake, this probably contributed to a day or two.

The illustrations took awhile, at first they forgot to include one of the pets - after that, it took awhile for the next 2 iterations to be sent.
After accepting the proof, I hadn’t heard anything back for a while so chased only to be told that my order hadn’t passed their quality testing. It would have been helpful to know this, rather than being left in the dark.

After getting confirmation the order was made, I received an email from the courier that they’re expecting the parcel (23rd April).

Currently (28th April), I still haven’t heard anything else, despite chasing for an update, almost feel like they’ve took my money and ran.

Whilst the business idea seems wholesome and great, their communication on order updates is significantly lacking.