Lily and Bean Arvostelua 

⭐ 1 Star – No Customer Service, No Communication, No Resolution

I am extremely disappointed with Lily & Bean and the complete lack of customer service.

My order 153125 was shipped with UPS, but the parcel was returned to Lily & Bean. Since then, I have been trying repeatedly to resolve this issue.

I contacted Lily & Bean several times, but received no meaningful response. I also tried to contact the carrier to find out what happened to my parcel and whether anything could be done, but I was unable to get any proper assistance from them either.

I have been left completely on my own to chase both the retailer and the carrier, with no clear answers, no proper communication and no resolution.

What is particularly frustrating is that I have successfully received an order from Lily & Bean before using the same address. If there was an issue with the delivery, I expected the company to actually investigate it and help me — not simply leave me without a response.

This is not the level of customer service anyone should receive after paying for an order.

I did not expect anything unreasonable. I simply expected my order to be delivered and, when something went wrong, I expected the company to communicate with me and take responsibility for resolving the problem.

I strongly recommend thinking twice before ordering if you need reliable customer service or support when something goes wrong.

Extremely disappointing experience.

We are an international transport company in the Netherlands and delivered a shipment to Lily & Bean Ltd in the UK in 2025. Import duties were due on this shipment and, as agreed, these charges had to be paid by the receiving party.

Unfortunately, Lily & Bean Ltd repeatedly failed to pay. We contacted them numerous times over many months, always requesting payment in a professional and reasonable manner.

To make payment as easy and inexpensive as possible, we even arranged a new international payment request service through our bank specifically for this situation, so they could avoid unnecessary banking fees.

Instead of paying, we were met with one excuse after another. First, they suggested sending us their credit card details, which is obviously not an acceptable or secure payment method. Then they said they would pay by credit card themselves, only to later claim that they suddenly could not use a credit card after all. Finally, they started suggesting Apple Pay as another reason why payment could not be completed.

From our perspective, there always seemed to be another excuse instead of simply paying what was owed.

We are hardworking transport professionals who completed our part of the agreement and only expected to be paid accordingly. After giving Lily & Bean Ltd many opportunities to resolve this matter, we have lost confidence in their willingness to meet their payment obligations.

Based on our experience, we cannot recommend doing business with this company. If you value dealing with reliable and trustworthy businesses, we recommend looking elsewhere.

We stand by this review as an accurate reflection of our experience. Should Lily & Bean Ltd resolve this matter fairly and demonstrate a genuine commitment to honouring their obligations and treating their business partners honestly, we will gladly update this review to reflect that outcome.

My wife purchased a bag with stars and her initials on it. It was not as described and of very poor quality quality. Customer service is poor at best and an offer 30%refund is totally unacceptable. The excuse given was it is hand made and therefore not perfect. We did not expect perfect but did hope it would be made a bit better than looking like it was made by a primary 2 kids first attempt. I would avoid this company in the future and it looks like we will just have to write off the £124 ! I now know why they have no contact number for customer services.

Fun enough after this review my wife has now received an email stating they will offer a full refund. I will update again when. Money received

The customer service with Lilly & Bean is A+++++
I was gifted a bag from my family for my wedding and needed to be changed. Jenna was AMAZING to deal with and showed great care and empathy for my concerns. Will definitely order from them in the future.

Wow, just wow! The quality of the Lily & Bean products is exceptional. It feels like a piece of art, because it is! I love that my bag is 100% unique, and hand painted. I bought the Lily Soft Fawn Tote JUMBO and this will become my every day, everything bag without a doubt. I'm a busy mum, so this is the perfect bag.

Great customer service , love this product!!

I have had my bag since 2016 and just bought another! I use it for GYM, Baby and weekends away ! Couldn't not recommend more!

Great service and beautiful products, I’d definitely recommend. I have both the jumbo tote bag and the lemon beaded clutch and absolutely love them. I always get compliments when I take the clutch out, and the tote still looks as good as the day I got it, even though I use it all the time!

Absolutely terrible. Bag was so much smaller than expected for the price. Image was misleading. Stuck it out and the shoulder strap broke on the second day. I reached out and they offered to send me a strap with a video to do it myself. Terrible. Will never order gel this company again.

I ordered a purse on 11/27 for my mom for Christmas. I have not received any shipping info after 2 weeks, so I emailed. I emailed twice, no answer. So, the I sent 2 WhatsApp messages, no response. I attempted to do a voice call, no answer. Anyone else have this difficulty?

A FUIR!
J’ai passé une commande le 6 juillet pour montant de 375€, nous sommes le 9 décembre soit 5 mois plus tard, et toujours pas de nouvelles de ma commande. Je regrette mon achat!

Ordered a bag weeks ago & had an e-mail 2 days after ordering to say it has been dispatched. Ive bot heard anything for weeks, no bag delivery, no tracking updates, nothing! Contacted customer services & they state they’ll get back to you in 24hrs…still waiting after 4 days! Absolute scam of a company, wouldn’t buy from them or recommend them!

I have a few items from L&B, all great quality, however on one of my suitcases the wheel broke after an about 18 months. I could not believe when I emailed how quickly they replied, and the lady in customer services Lucy sorted me a free replacement within days. All the items from there are beautifully made I have 3 other suitcases, 2 beach bags and also a beautiful personalised vanity case / bag. Beautiful products and exceptional after care. Thank you

Will never buy again. Ordered a customised beads bag, received on time. However, I found stain on the inside pocket and a coin inside!!! Looks like it was someone else’s return and they just reused it. Also, there are multiple loose ends so the beads start to fall before use. Very disappointed, definitely not worth 162 pounds

I’ve had a deeply disappointing experience with my recent Lily and Bean order. I placed an order on June 22, 2025, and to this day, I haven’t received it. The order was meant to be a gift for my niece for a special occasion, which has long passed.

Despite multiple follow-ups with customer service, I’ve received no valid response or resolution. I’ve reached a point where I’ve lost confidence that the issue will be addressed without escalation.
I have asked for a refund but it was rejected because it is under process, which doesn’t make any sense for a bag to be under process for 4 months!

Lily and bean wins award of worst customer service ever.

I have ordered something over 8 weeks ago and have sent multiple emails with no response or notification of my purchase being shipped. I’m now going to have to try to dispute the charge. I would not order anything from the company

Terrible
I bought two personalised bags the most important was a wedding clutch for my new daughter in law to have on her wedding day - I discussed via instagram messages prior to ordering and followed the ordering instructions
Both bags were made incorrectly - I advised them they promised to get them made again and sent via next day delivery to arrive before the wedding day - once again they failed - it arrived after the wedding - the only means of contact is chat and I repeatedly asked for someone to call me but they did not.

Whilst they refunded me for both bags, which was appropriate, they cannot take back the fact that they ruined a special moment. I did not want anything for free I wanted what I ordered in a timely manner, so I have to make all aware to not rely on them to meet any deadlines because they may well let you down (twice)

I ordered a personalised bag from Lily & Bean back in June 2025, and the original invoice said it would take 6 weeks. Their website also says it can take up to 10 weeks for custom orders. It’s now been over 14 weeks, and I still haven’t received my bag or a refund.

I’ve had to contact them multiple times just to get any response, and all I got were vague updates pushing the delivery date further back, no real solutions, no proper apologies. Since their last message in August saying it’d be a couple more weeks, there’s been nothing.

Honestly, I’ve been burned by this experience and just want to warn others. This kind of delay and poor communication seems to be a pattern for years, there are loads of similar reviews here and online.

If you’re going through the same, I recommend reporting them to Citizens Advice or Trading Standards. Under the Consumer Rights Act 2015, products must be delivered within the agreed or a reasonable time, and you’re entitled to a refund if they’re not.

Buyer beware, and don’t be afraid to take action if you have also been misled.

I was shopping for my Girlfriends birthday and these were absolutely perfect, and it came when it said it was going to, no delays and completely stress free. Also, my girlfriend loves it as it’s personalised so it’s a 1 of 1 everytime you buy, I will be re visiting this website at Christmas!

What on earth are you replying to? Who’s is Lin? Ridiculous