ComplaintsforLucky Brand
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Complaint Details
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Initial Complaint
10/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
An order was placed online Aug. 1, 2023. TUpon reciept, I went online to start the return. However, the computer would not allow me to start the return as the computer has the order status as never being shipped (see attachment). I called customer service and was told I could not return the items because I had not received them. I told them that I had received the order. The order status did not change, so I could not return for refund (covered in the company's return policy). I contacted my credit card co. *********** which sided with Lucky Brand because Lucky Brand has proof that the items were delivered and I cannot get a refund for items that were delivered. I just want to return the order and get my refund, but since the order is in the their system as never shipping, I called Lucky Brand again and asked, if I could cancel the order that was showing as never shipped. I received an email stating that a refund would post (see attachment) to my original form of payment. The refund never posted. I was told to wait weeks, four weeks because the financial department was "behind." After waiting, I spoke to ******* who promised I would receive a manual refund check since the refund hadn't posted to the credit card. See attachment of confirmation email from ******* stating this. I was told I would definitely receive the check and would not have to call again. No check, spoke to customer service again and was told I had to wait indefinitely for the refund check because the financial department was " behind." I notice now that the company has an F rating with BBB. If the order never shipped, I deserve a refund. If the order shipped, I should have been allowed to make the return for a full refund. They told *********** that the order was delivered. They tell me I never received it and therefore can't return it. I could not find the address for corporate, I believe I attached the complaint to a storefront address.Initial Complaint
12/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
12/6/22 I ordered two pieces of clothing from Lucky Brand. I have an account with them in which I have used my old address from 3 years ago but I have ordered from them since updating that address. I chose to pay using kKarna which is a quick order, where you don't see all of the details. On Klarna I have my correct address. After placing the order immediately saw that the wrong address was listed. This must have been an error from Lucky Brands system. I contacted them then and there. They told me they could not see my order because it was so newly placed and that they could not put in a request. I contacted them an hour later and they said there was nothing they could do. I called them and they again basically told me too bad. I would not be able to get this package from an old address where I no longer live. They basically sent it without helping me at all and I would be out of money. Luckily it was sent with **** I paid an extra 20$ to *** to request it be held at their site. I'm not sure if it will even go through. I would like to be refunded for an order I may or may not even receive. In this modern day it's ridiculous that a package could not be rerouted after a purchase was just made. Also it's poor customer service to just tell me too bad and offer nothing. My order number is ********. I would like to be refunded for the purchase if I'm not able to get it. On top of that they were Christmas gifts.Initial Complaint
06/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order #******** I placed an order on 6/22/22 and paid for 2 day shipping. I was notified the next day that the order was shipped. When I went to track the order it still said that ***** is awaiting the item. I called Lucky Brand about this. They admitted the they did not enter the shipping details correctly and refunded me the $15 I paid for 2 day shipping. My shipment now is supposed to arrive on a later date. When I contacted Lucky Brand again, they told me that my order could be lost in the mail. I asked them to please send out another unit as this was selling out quickly. They refused to help me with this and told me I had to wait till after June 28, 2022 to get refunded. I contacted Fed Ex and they told me that Lucky Brand never sent the item to them. I called Lucky Brand again to speak with a manager and nobody would transfer me over. I am very frustrated with this company! Nobody can me help with my order problem. The least they can do is refund me which they don't want to do until after a certain date. I want my money back and I will never ever buy from this company ever again!Initial Complaint
06/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We ordered some clothes from lucky during a sale, and they sent us someone elses order. **************** sent us a *** return label to send that order back, and told us we had to give them a credit card number to have our original order reshipped, even though we originally paid via PayPal. They said that our card wouldnt be charged, but that they had to have something to be able to process the order (even though we had already paid through PayPal). They said nothing about this all being contingent upon the wrong order that they sent us being returned. We returned the order to a *** access point at CVS, and they didnt give me a tracking number, but said they sent us a confirmation email. We cant find that email unfortunately, but thats really beside the point. Come to find out, they did charge our credit card, but for twice the original order cost, because when they reshipped the order, nothing was on sale. And now they wont give us a refund to our credit card, because theyre saying they never got the order that we returned. Its so frustrating, and weve spoken with at least 7 different representatives and several supervisors. Absolute worst customer service Ive ever experienced, and Ill never buy anything from them again in my life.Initial Complaint
06/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered two pairs of jeans online, and they never arrived. I emailed Lucky but never heard back from them. I forgot about the jeans for a while and also was in Europe for a few months. Finally when I returned, I called Lucky, but they would not refund me because it had been more than 30 days. That policy makes sense for a return, but I never had the product to begin with, so it does not make sense. Lucky should issue a refund in such a case.
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.