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2,5
18 avis
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A répondu à 33 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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I requested an exchange within 30 days, they agreed, told them the size I need, but then they sent me confirmation email which I missed for
a few days thinking they shipped the right size already as I confirmed it, but then after a couple of days they sent me an email saying my 30 days period has past!! What?!!what kind of customer service is this?!!! Stay away!
Totally disappointed with this company. I sent money for shoes, and the shoes do not fit , they are too big . This experience has been a nightmare, this company has not helped me at all to resolve this issue. but they kept my money. I am so upset and really not happy with their customer service. I am a professional business owner and have never experienced this type of treatment with other business Companies. Totally disappointed.
Réponse de Londonlake
Hello Dorothy,
We’re sorry to see this review, particularly because the description of your experience does not reflect the extensive correspondence and assistance provided by our Customer Loyalty Team.
When you first contacted us regarding the sizing of your shoes, we reviewed your original order and confirmed that the size purchased was a US 6, which corresponds to an EU 37. We also provided you with our sizing guide and specifically clarified that an EU 36 corresponds to a US 5.
After that clarification, you confirmed the US 6 / EU 37 sizing, and we processed a courtesy replacement for you without requiring you to return the original pair.
More than two months later, you contacted us again and explained that both pairs were too large and that you would instead like to try an EU 36 / US 5. We understand that sizing can vary between styles and that this was frustrating. However, the replacement had already been provided as the one-time courtesy exchange previously discussed.
When you subsequently requested a refund, disputes had already been opened with your financial institution for the transactions. Once a chargeback is initiated, the matter must proceed through the bank’s dispute process, and we are unable to separately issue or modify the disputed transactions while that process is underway.
We respect every customer’s right to share their experience, but we also believe it is important that the circumstances surrounding an order are represented accurately. Our team responded to your concerns, reviewed your original order, provided sizing clarification, supplied a replacement pair as a courtesy, allowed you to keep the original pair, and continued corresponding with you when you contacted us again.
We’re sorry that neither pair ultimately provided the fit you were hoping for, and we will continue to cooperate fully with your financial institution regarding the open disputes.
Best Regards,
Customer Loyalty Team
London Lake
I had to contact London Lake's customer service because the shoes I ordered were too wide for my feet. They responded almost immediately and offered several options to resolve the issue. I chose to receive store credit toward another purchase, and they sent me the credit code right away, making it easy to reorder a different style.
I was very impressed with how quickly and professionally they handled everything. Their customer service is excellent, and the quality of their products is very good. It's refreshing to deal with a company that truly stands behind its customers. I would definitely recommend London Lake and would not hesitate to shop with them again.
Réponse de Londonlake
Thank you so much for sharing your experience!
This company is not in the US, it is in China, still waiting for order placed 20 days ago, its lost . You cannot cancel or change your order on the site, they make you email them. Asked for my money back and to cancel my order before it even shipped. Never did cancel it. I had to file complaint with my bank. Do not order from them
Réponse de Londonlake
Hello,
Thank you for sharing your experience. We’re very sorry for the frustration and concern this has caused.
London Lake is a U.S.-based business. Some of our products do ship directly from our international supplier/manufacturing partner, which may cause the tracking origin to show outside of the United States. We understand how that can create confusion, and we apologize if the shipping experience was not clear enough at the time of purchase.
We have also updated our Shipping Policy page to make this information clearer for customers going forward.
We also understand how frustrating it is to wait longer than expected for an order, especially if the tracking appears delayed or unclear. We would like to review your order, shipping status, and cancellation request, but we are unable to identify the order from the information provided in this review.
Please contact our support team with your order number, email address used at checkout, or full name on the order so we can locate the purchase and review this properly. If your order was lost in transit or there was an issue with how your cancellation request was handled, we want the opportunity to make this right.
I ordered a pair of shoes from London Lake. The product page displayed U.S. shoe sizes, including size 6 and 6.5. I ordered based on the U.S. sizing shown on the website. However, the company shipped shoes labeled only as EU size 37, which does not match the advertised U.S. sizing and created confusion about the size I was purchasing. I contacted the company and requested a prepaid return label because I believe the item I received does not match the advertised product. The company refused to provide a return label or resolve the issue. I believe this is misleading advertising and an unfair business practice.
Réponse de Londonlake
Thank you for sharing your experience. We’re very sorry for the confusion and frustration this caused.
We would like to review this order and help resolve the issue, but we are unable to identify the order from the information provided in this review. Please contact our support team with your order number, email address used at checkout, or full name on the order so we can locate the purchase and review the situation properly.
Some of our shoes are manufactured in EU sizing and displayed on our site using the closest U.S. size conversion. That said, we understand how receiving a shoe labeled only in EU sizing could create confusion, and we are reviewing the sizing language on the product page to make this clearer for future customers.
Once we’re able to locate your order, we’ll be happy to review this further and work toward a fair resolution.
None of these positive reviews are genuine. They’re all written by AI and this is a scam site . Stay right away , they’re scamming you
There’s something delicate about the vera hollow knit sweater. You do have to be careful. But it’s worth it.
The fitted blazer surprised me most. Structured shoulders but still easy to move in. I usually hate stiff jackets but this one doesn’t fight back.
These boots are cute but also comfortable which is rare. I’ve worn them two days in a row already.
The westline leather boots looked sharper in person. Slight sheen but not shiny. They softened after a few wears.
The soft knit maxi dress honestly made getting dressed too easy. I threw it on with sneakers and somehow looked like I planned it. That rarely happens for me.
The siena platform sandals feel light even though they look chunky. That threw me off at first.
Received my boots all crumbled up in a bag, when I opened up the package it smelled of chemicals and boots were 1-2 sizes too big, not impressed! Not to mention it took 3+ weeks to receive my order…no bueno
Bought the black beanie.
Absolute poor quality.
Made from plastic bottles. Not cashmere. Hard, scratchy material.
Nice bait and switch.
Last thing. I barely wore the beanie three times and a hole appeared at the seam.
I put it in the garbage.
I ordered a pair of boots. The packaging was the first red flag as the knee high boots were folded in half in a plastic bag. Once opened the emitted a very strong chemical odour. And the fit around the calves was way too small (I’m 5’8 with a healthy BMI & Body Fat %, so I’d consider myself average). Unfortunately, when I requested the return they failed to provide an address and offered a partial refund instead, which they are now refusing the honour. Buyer Beware!! The quality is not as depicted and they do not operate ethically. 10/10 DO NOT recommend!!! ⚠️
I wrote them an email and called but zero response so far. Supposed to be my first order. Disappointed already.
Shit product. Completely different to what I ordered. Looks cheap and boring. Don't buy!
Product ships directly from China. This is a Chinese company, not American. Don’t waste your money
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