Henri-Lloyd Avis 43

Terrible Customer Service - Not what I expected from Henri - Lloyd. I returned a pair of shorts from an online order as too small. After emailing I eventually received a refund 17 days later, but only a partial refund! No explanation why and no response to my emails either. The shorts were returned in the immaculate condition received with labels etc, yet a £16 reduction!! I like the clothes but won’t ever order online again.

Absolutely horrendous customer service! Probably the worst I’ve ever experienced. My first time ordering from them and it’s been an absolute disaster. I ordered my partner some items for Mother’s Day and nothing turned up. I’ve emailed 5 times, I’ve called 4 times, left voicemails and every one has been ignored. The ridiculous thing is, I’ve received automated email acknowledging my emails but had zero contact! I’ve been bombarded with marketing emails but literally zero contact in regard to my order. Absolute joke of a company. They will probably reply to this with some poor excuses just to try and contradict what I’m saying but I’m not having it. Terrible service. Definitely will avoid in the future

Had my eye on a few pieces, placed a second order over a week ago and still waiting.

Charged extortionate postage again, probably best avoided.

The lack of customer service will undoubtedly bring this company back to administration.

I am extremely happy with the customer service I received from Henry Lloyd. The issue was handled quickly, professionally, and with great care.

A special thank you to Amanda, who was incredibly helpful, kind, and efficient throughout the whole process. She made sure everything was resolved in a fair and positive way.

This level of customer service really builds trust in the brand. Thank you very much!

Surprised by some of the reviews. My experience was excellent. Fast delivery. Ordered 2 sizes and sent one back. Return postage was free. Money credited back to me 5 days after I posted it back. The coat is fantastic. Great service. Thank you.

My order was placed on the 25th December and despatched on the 29th December but on the 9th of January I still have not received the item I have paid for in full.
Royal Mail have claimed repeatedly that my property was inaccessible which is complete rubbish - I have contacted HL to advise this using all forums (FB/ tel and email) and have received zero support or guidance. After years of giving them my custom, I will not be buying from them again.
Update 12/01/26: Adding another star purely based on the superb customer service from Henri Lloyd employee Charlie in their Dartmouth retail outlet. After my item finally arrived it was too big but Charlie sorted out a seamless exchange - the HL online team could learn a lot from him about customer service.

Ordered a jacket 2 weeks ago, tracking says dispatched 29/12/25 yet royal mail are still expecting it. Tried emailing Henri Lloyd and had no reply. I appreciate Christmas can delay things but 2 weeks is a ridiculous amount of time and no reply means if I do buy Henri Lloyd again it'll be through a 3rd party

It has been over 2 weeks since ordering. I got an email to say my package (containing well over £300 worth of items) was dispatched on 29th December. There is no sign of it on the tracking at all as of today.

Customer Services initially blamed it on the couriers and took absolutely no responsibility or any action to correct the problem. Now they have simply stopped replying to me and are just ignoring my request for a refund.

I asked them if they consider themselves a premium brand or offered a premium service. They don’t know!

I’ve asked them to escalate to management, take some responsibility. I’m simply being ignored.

Please do not entrust your money to these charlatans, they have plenty of competitors, who I’m certain would provide a much better service.

***

Update to the review above.

The package was finally received today.

As the delivery was so late, I no longer want the items because I had to purchase alternatives. I’ve used the Henri Lloyd returns portal to arrange the return and it’s telling me the refund amount will be £30 less than the amount I paid!!

I’ve yet again tried to contact customer services for clarification, again without a reply. Perhaps they blocked my emails?

I’m just astonished by this whole awful experience.

I’ve been a good customer to this firm over the last few years, ordering many items across multiple orders.

I’m sorry but never again!!

Ordered 23rd December,
Despatched and on its way 29th December, yet...
5th January and Royal Mail still don't have it. Worried it is lost and no response from HL customer service and no indication/out of office when bought that there would be any delay outside of the 3 bank holidays. Can see other people having same experience too which is concerning.

Orderd 2 weeks ago, had a “despatch” email next day with tracking number but all it says Royal Mail “sender has advised us they are sending us the item” , it’s not updated since and item has not actually been handed over to Royal Mail , sent emails and fb messages with no reply, tried calling the number on website today it is just an answer machine , seen multiple comments on their facebook page with other people in same position not received orders and had no response or communication from the company , seen a company response to a review below saying they have been closed but no mention of it to customers on ordering or any email communication but have still been making facebook posts over past week a few times a day aswell as sending out marketing emails for sales !!! very poor customer service this

EDIT - to reply to bottom comment, 29th was still 9 days ago and RM just says the same tracking we are expecting it, no mention on ordering it doesn’t come from the uk etc , still no replied to emails ,more comments on the fb people in same position and terrible service

Awful customer service don’t respond back to emails and don’t answer their phones .

I bought something off the website as a Christmas gift which was different on the website to what I actually received. I questioned this and was told that I was in the wrong. Now that I want to return the item no one is replying back to me so I can raise a return on their website. There is a return portal which would be easy but they have extended their Christmas returns to 60 days which I fall into the category of, but because of this, I have to email them to get a returns label because the portal isn’t working because it thinks that I’m out of the 30 day returns period which I’m not due to the extended Christmas returns. I have sent numerous emails and tried calling but I am getting no luck and no one seems to be helping me. I have messaged on Instagram and Facebook and of course no response. I’m starting to think that this company is not very legit. If they finally reply to me and I am able to return the item then I will delete this review but until then I have no faith.

Two weeks now still my order hasn't arrived email them six times tried to phone them cant get in touch zero customer service steer clear you have been warned going to have to call my bank now let them know what's going on BIG WASTE OF TIME

Buongiorno,
ho acquistato 3 Henri Lloyd Consort RW Jacket e con molto rammarico ho dovuto constatare la superficialità della manifattura oltre all’utilizzo di prodotti scadenti;
il primo acquisto presentava cuciture approssimative (fili non fissati e cuciture non in linea) nella parte posteriore dove si aprono le code;
il secondo capo presentava una tasca esterna mancante di cucitura interna, con un buco della grandezza di una mano intera; la sorpresa maggiore è stata constatare come dopo poche ore di utilizzo i polsi internamente avevano perso il colore;
il terzo capo ripeteva nuovamente la perdita di colore internamente nei polsi.
Il rivenditore di Verona presso cui ho acquistato (on line) le giacche ha sempre dimostrato disponibilità e rapidità nelle 3 sostituzioni, ma alla fine sconcertato da cotanta bassa qualità e mancanza di controlli chiederò il rimborso.
Trovo inspiegabile come un brand storico come HL possa produrre con simile scarso livello di qualità sia nella manifattura che nei materiali usati!
Una risposta è pur gradita.

A fantastic company. Great quality clothes with excellent customer service, quick response and very lovely people to help with my query. Thank you!

Henry Lloyd once again proved why they are one of the most reliable sailing and lifestyle brands out there.
Great quality, clean design and attention to detail — their products simply feel premium.

What impressed me the most was the customer service: quick, friendly and genuinely helpful. I had a sizing issue with my sweaters and the support team handled it smoothly and professionally, offering a solution that went far beyond standard procedures.

It feels like a brand that really cares about its customers.
Highly recommended — both the products and the experience.

It problems with return program

Terrible customer service.
They don’t answer phones or respond to emails.
I’ve just had a message asking me to email them…. I’ve done that but they don’t answer emails..
Complete incompetence.

I cannot reccomend Henri Lloyd enough. I was bought the wrong size jumper and it was too late to sort a return out. I dealt with an amazing lady in customer services called Amanda and she went above and beyond to sort it out, when she really didn't have to at all. Shes an absolute credit to the company.
I will be making sure buy from Henri-Lloyd a lot more in the future. Great quality and stunning looking clothes.

Bought my Henri lloyd jacket second hand love the quality

HL45743 - Return, not processed

Sent back a week ago using the pre printed method. No update to my email account as to where the garment is in the process, just silence. The material was poor and the sizing ridiculously small, I would avoid this brand it looks high end but on closer inspection it's definitely not and also very poor system for returns.