The ordering system is so easy, the people making the product clearly really care about the quality and making sure you get what you pay for. The quality control where they send you a draft of what yo... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
Ordered some goods, and OMG I love them. I had to change the proofs a couple of times, and nothing was too much trouble for them. I wanted my rainbow bridge fur baby's name and a pawprint on th... Näytä lisää
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 perio... Näytä lisää
The products are super cute I love them and get a million compliments for my jumper. My friends and mum immediately looked into getting their own. I did reject the initial design and they took on my... Näytä lisää
Yrityksen tiedot
Yrityksen kirjoittama
Custom Pet Embroidery Brand dedicated to creating wearable works of art for you to treasure
Yhteystiedot
Lucy & Lola Unit 1 Copley Hill Business Park, CB22 3GN, Cambridge, Yhdistynyt kuningaskunta
- hello@lucyandlolashop.com
- lucyandlolashop.com
4,2
Hyvä
3 t. arvostelua
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Just being ignored now!
It’s a shame as the product is pretty decent, but it’s not worth it for the shoddy customer services & the absolute headache this has bought. Bought an item, & got sent a discount code. Code doesn’t work. Apparently it only works on “non-sale” items. Does it say on the leaflet? No. Does it explain this at checkout? No. I then get a patronising email from Naomi, the production manager, telling me I’m using the code wrong. It’s only for matching items. Naomi, look at my order & read my previous emails. I tried to purchase an EXACT copied jumper for my kid. I even said “use the same print”.
I’ve since sent video evidence that there is no explanation of why the code doesn’t work at checkout out & they’ve gone silent on me despite me asking to now cancel my order. I have noticed a few changes on the website though guys since my email, so no need to thank me that your IT was as shoddy as your customer services.
And the mad thing is, this code now works on sale items!?!? I cannot keep up. I don’t think you guys know what’s going on!
I simply want a full refund on my 2nd order. The ASA have my complaint so it’s good that you’re looking at your IT in time for them!! It may have been different if you were more willing to be accountable for your errors & acknowledge it, but to try to talk to me like I’m stupid, not great for customer relations??
9. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Lucy & Lola
Thank you for taking the time to share your feedback. We're really sorry to hear about your experience and appreciate you bringing this to our attention.
We never want any customer to feel dismissed or frustrated when contacting our team, so we're sorry to read that this was how the interaction came across. That certainly isn’t the experience we aim to provide. We also understand how confusing it can be when a promotional code doesn’t apply as expected, and we appreciate you highlighting the issues you encountered during checkout.
We would genuinely like the opportunity to review this properly, including the discount code, your second order, and your request for a refund. So that we can look into everything in detail, please could you contact us at hello@lucyandlolashop.com with your order information. Our team will be happy to investigate and support you further.
Thank you again for your feedback, it helps us review and improve our processes.
Great customer service
Great customer service. You’re regularly sent designs, which can be adapted as often as needed. Good quality sweatshirt and the embroidered design was brilliant. Very pleased.
10. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for your lovely review! We’re thrilled to hear that you’re happy with the customer service, the quality of the sweatshirt, and the embroidered design. It’s great to know that the proof process worked well for you and allowed you to get everything just right.
We really appreciate your feedback and look forward to creating more pieces for you in the future!
C'est la deuxième fois que je commande…
C'est la deuxième fois que je commande un produit et la première fois il n'y a eu aucun problème mais cette fois-ci m'a commande à eu un retard énorme sans que j'ai aucune informations de la part de Lucy&Lola shop. C'est moi qui ai du renvoyer des courriel régulièrement pour savoir ce qu'il ce passait ( encore aujourd'hui ma commande n'est pas arrivé).
De plus j'avais choisi un produit sur le site qui finalement n'existait plus donc j'ai du changer mon chois au bout de plusieurs semaines que m'a commande était passer.
Il semble qu'ils avaient des soucis avec leur site et des gros changement mais ces erreurs ne devrait pas arriver et surtout informer les clients bien plus tôt ça évite les inquiétudes et je ne devrait pas aller quémander des informations sur ma commandes car je n'avais pas d'information !
J'avais fini par demander un remboursement de ma commande puis le lendemain j'ai eu un mail comme quoi le bon de commande était près ( donc que mon colis serais bientôt en route) et 3 jours après réponses du service client qui me dit que mon colis est parti ( donc pas de remboursement) et on m'a offert une compensation pour ma prochaine commande. Malheureusement je ne recommanderais probablement pas ...
J'aime beaucoup ce que vous faites mais ça m'a gâcher mon expérience en tant qu'acheteur...
10. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for taking the time to share your feedback with us. We’re really sorry to hear that your recent experience didn’t match the positive one you had with your first order.
We completely understand how frustrating it must have been to experience such a long delay and to feel that you had to chase for updates on your order. You’re absolutely right that customers should be kept informed, particularly when there are unexpected delays or product availability issues. We sincerely apologise for the lack of proactive communication during this time.
We’re also sorry for the inconvenience caused when the item you originally selected was no longer available and you had to choose an alternative several weeks after placing your order. We understand how disappointing that can be.
While we’re pleased that your order has now been dispatched and that our team was able to offer a gesture of goodwill, we’re truly sorry that the overall experience left you feeling this way. Your feedback is very important to us and will be shared with our team as we continue working to improve our communication and overall customer experience.
If there is anything further we can do to support you, please don’t hesitate to contact us at hello@lucyandlolashop.com.
Great memorial
It was just what I needed to be able to remember my little boy. He is missed so much. The quality is amazing and the likeness is so true. I love that you can have them edit the design if something doesnt look right.
9. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you so much for sharing your experience. We’re truly touched to hear that the piece helps you remember your little boy and that the likeness and quality met your expectations.
We’re also glad that our team could support you with any edits to ensure it looked just right. Your kind words mean a lot to us, and we’re honoured to have created something so special for you.
Overall great
Overall, everything was great but my order was just shy of the 7 days turnaround that was paid for. This was the only thing that was a bit of a letdown but everything else was 10/10.
2. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for taking the time to leave your feedback. We’re so pleased to hear that you were happy with your order overall and that everything else was 10/10.
We’re sorry to hear that the order arrived just outside of the 7-day turnaround that was selected. We understand how important those timeframes are, particularly when they’ve been chosen at checkout, and we appreciate you highlighting this.
Thank you again for your support and for sharing your experience with us, it really means a lot.
The sweatshirt was good quality and my…
The sweatshirt was good quality and my two cockerpoos looked fantastic. I've ordered another one.
9. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for your lovely review! We’re thrilled to hear that you’re happy with the quality of the sweatshirt and that your two Cockapoos look fantastic.
We’re even more excited that you’ve placed another order, we can’t wait to create it for you!
Read the reviews !
Original order placed 01/02/2026 and their advert promised delivery for Valentine’s Day .
On the 19/2 I emailed them to ask why I had heard nothing.
They responded saying I had not approved the proof image (it was in junk)
The image was not correct so I rejected it.
A new image was sent on the 25/2 which I approved .
Still I heard nothing .
On checking junk I had an email dated 03/03/2026 saying my order had been prepared and was ready to dispatch.
At the time of writing review it is 15/03/2026 and that order has not been mentioned since nor received .
So has it been sat there for 12 days ??
I have emailed again and am waiting a response but I have however decided to take it up with my bank as from the 01/02 to 15/03 is simply unacceptable and I am clearly never going to see this order .
The initial lead time was 2 weeks !
Even though their emails have gone into spam , the length of time passed is simply unacceptable and if I see another advert for them on Instagram professing to how good they are I will burst !
I do not recommend this company , totally perplexed as to how they have 4.2 stars to be honest - check the 1 star reviews where they will respond saying please contact is when the review is saying customer service is poor 🤷🏼♀️
Feels like a scam to me and as I said I’ll be raising a dispute with my bank .
15. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Lucy & Lola
Thank you for taking the time to share your feedback. We're really sorry to read about your experience and understand how frustrating the delays must have been, especially given that the order was originally intended for Valentine’s Day.
So that we can properly investigate what has happened with your order, we’ve requested some additional information and would really appreciate the opportunity to look into this for you in more detail. Our team would be more than happy to review the full timeline and help resolve this as quickly as possible.
Please could you contact us at hello@lucyandlolashop.com, for the attention of Naomi, with your order details so we can assist further. We’re committed to supporting you and doing our best to put things right.
Naomi
Quality product and great customer service
Great customer service, fantastic product and great quality product.
Only minor suggestion would be to make it clearer when the design is ready. I got an email and it says that the website also told me it would be ready, but didn’t get anything from the website or know how that works.
Incredibly minor, overall fantastic.
2. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for your wonderful feedback! We’re thrilled to hear that you’re happy with both our customer service and the quality of your product.
We really appreciate your suggestion regarding clearer updates when a design is ready. Your feedback is valuable and will help us improve the experience for future orders.
It’s great to hear that, overall, you had a fantastic experience, thank you for taking the time to share your thoughts!
Great product and great customer service
Loved my top and got to review and amend the picture easily.
23. helmikuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for your lovely review! We’re so pleased to hear that you loved your top and found the process of reviewing and amending the design easy.
It’s always our goal to make sure each item turns out just as you want it, and we’re delighted that we hit the mark for you.
Lovely jumper but sizing is way off
Lovely jumper but sizing is way off, i got a medium and it fits me like a dress, just too long. Had to give it to my husband. Pity as I was looking forward to wearing it.
23. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Lucy & Lola
Thank you for taking the time to leave your feedback. We’re really pleased to hear that you liked the jumper, but we’re sorry to hear that the sizing wasn’t quite right for you.
We do provide detailed size guides on our website to help customers choose the best fit before ordering. If you’d like to review the sizing of the item you received against the size guide listed online and there appear to be any discrepancies, please do get in touch with our customer service team at hello@lucyandlolashop.com and we’ll be happy to look into this further for you.
Thank you again for your feedback, and we hope we can assist further if needed.
Love my order!!
6. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you so much for your wonderful feedback! We’re thrilled to hear that you love your order and hope it brings you lots of joy.
Great customer service
Great customer service. Superb design and marvellous quality. Would definitely use Lucy and Lola again.
6. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for your fantastic review! We’re delighted to hear that you’re happy with the customer service, design, and quality of your order.
We can’t wait to create more pieces for you in the future and really appreciate your support!
Beautiful jumper
The jumper is beautiful and arrived within the timeframe given by Lucy and Lola. They managed to capture my kitties faces perfectly.
27. helmikuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for your lovely review! We’re so pleased to hear that the jumper arrived on time and that we were able to capture your kitties’ faces perfectly.
It’s wonderful to know you’re happy with your order, and we hope it brings you lots of joy!
Poor communication left me with a bag I…
Poor communication left me with a bag I didn't want.
I ordered a bag, signed off on artwork, waited 2-3 weeks and then contacted customer service because there had been no update.
Apparently issues with supplier meant my bag wasn't in stock but was assured it would be in stock the week after.
I waited again and heard nothing. So I chased again and the bag was still not available.
It shouldn't be the customers job to chase, especially more than once if the company can't meet SLA. The team were lovely and quick to respond but it's poor customer service.
Because the bag wasn't available I was given the option to choose from another range and whilst the embroidery is great, the bag quality is really poor.
Supply issues happen but it shouldn't be on the customer to chase for updates. The embroidery is lovely but it's not worth it if it becomes a job to get it delivered.
6. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you for taking the time to leave your feedback. We’re really sorry to hear that your experience didn’t meet expectations.
You’re absolutely right that customers shouldn’t have to chase for updates, particularly when there are supplier delays on our side. While supply issues can occasionally occur, we should have communicated more proactively to keep you informed, and we apologise for the inconvenience this caused.
We’re pleased to hear that you were happy with the embroidery itself, but we’re sorry that the alternative bag option didn’t meet the quality you were expecting. Your feedback is really valuable and will be shared with our team as we continue to review both our communication processes and product ranges.
If you’d like us to look into your order further or see how we can help, please feel free to contact us at hello@lucyandlolashop.com with your order details and we’ll be happy to assist.
Thank you again for your feedback.
I have a few issues with my experience…
I have a few issues with my experience but the product is as ordered and does look very good. However the inside of the hoodie where the embroidery is looks a total mess, there are clumps of thread everywhere and long threads just left exposed. So I’d give it a 7/10
I placed my order on Feb 10th and had to chase up my order after nearly 3 weeks of nothing, I had not even been shown my edit for approval and I emailed on the 26th then received an email back saying they sent it on the 16th and I looked everywhere and I never got it.. so finally my edit was approved and then I got a dispatch email on Mar 9th which I think is standard from approval to dispatch so that was good.
Overall I’m quite happy with my order/experience I just wish the backing of the embroidery was taken care of as it going to be so easy to accidentally pull a thread and literally ruin the whole thing.
10. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Lucy & Lola
Hi Alex! Thank you for taking the time to leave us a review. I'm really sorry to hear that you're disappointed with the backing of the embroidery. I would be more than happy to review this further with you if you wish to contact the customer service email (hello@lucyandlolashop.com). I look forward to hearing from you. Naomi
AMAZING QUALITY
What a wonderful company! A genuinely wholesome UK company from humble beginnings. Such talent! Feels great to support such a wonderful team. The quality of the garments and the detail of my gorgeous puppy was amazing! My mums even cried with happiness! A beautiful gift to give for anyone.
I ordered a T shirt and the full zip fleece, JUST STUNNING, top quality embroidery.
They are so accommodating when they send their art work over to review! It’s so exciting and amazing skills from the team. I kept making little adjustments and they made them accordingly and were so passionate to get it right. I’m a big fan and have even ordered more products. You won’t be disappointed order now everyone!
27. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Lucy & Lola
Thank you so much for your incredible review! We’re absolutely thrilled to hear how much you love your T-shirt and full zip fleece, and that the embroidery captured your gorgeous puppy so perfectly. It’s wonderful to know your gift brought such happy reactions from your mum, that really makes our day!
We’re also so pleased that you enjoyed the artwork review process and that our team could make adjustments to get everything just right. Your support and enthusiasm mean so much to us, and we can’t wait to create more special pieces for you.
Dressing gown nowhere to be seen
Ordered a dressing gown on the 30th January for my mother in law for her birthday, and it still hasn’t arrived. Apparently the item is out of stock due to a supply issue but orders are still be taken for it.
I’ve ordered several items before, and have always been pleased with them however the dispatch time is not accurate. No response to my recent email, not happy with the service provided and sadly, would not recommend this company.
30. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Lucy & Lola
Thank you for taking the time to leave your feedback. We’re really sorry to hear about the delay with your dressing gown order, especially as it was intended as a birthday gift.
While supply issues can occasionally arise, we completely understand how frustrating it is when dispatch times don’t match expectations and when communication hasn’t been as prompt as it should be. That’s certainly not the experience we aim to provide.
We have requested some additional information so that we can look into your order further and support you as quickly as possible. Our team would really like the opportunity to resolve this for you.
Please feel free to reply to our email or contact us at hello@lucyandlolashop.com, for the attention of Naomi, with your order details, and we’ll be happy to assist further.
LOVE Lucy & lola clothing very good…
LOVE Lucy & lola clothing very good quality. Every year I always get something crufts. Highly recommend.
8. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Lucy & Lola
Thank you for your wonderful review! We’re thrilled to hear that you love Lucy & Lola clothing and that you enjoy getting something special for Crufts each year.
Your recommendation means a lot to us, and we look forward to creating more quality pieces for you in the future!
Items never shipped.
Not convinced I will ever receive the items I ordered *seven* weeks ago… we’ve been going back and forth via email, and three weeks in a row I’ve been told “it’ll be shipped this week.”
On the off chance my items actually exist and are shipped to me, change the timeline listed on your website. If you said up front that I’d get my items in two months, I’d order earlier. But if you say 2-3 weeks and I have no shipping information two months later, it explains all the bad reviews.
8. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Lucy & Lola
Hi there, thank you for taking the time to leave us a review. I'm so sorry to hear how disappointed you are. To be able to support you further, please contact our team via email on hello@lucyandlolashop.com and I will assist you on your order. Naomi
One of a kind gift!
I ordered an embroidered backpack for my brother’s 30th with his two cats and was honestly blown away by how good it came out! An actual work of art. I can’t wait to see his reaction when he opens it!
2. maaliskuuta 2026
Vastaus yritykseltä Lucy & Lola
Thank you so much for your lovely review! We’re thrilled to hear that you’re happy with the embroidered backpack and that it captured your brother’s two cats so beautifully.
It’s wonderful to know it exceeded your expectations, we hope he absolutely loves it when he opens it!
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