The dress and hat were lovely but the sizing was all wrong. I bought age 5-6 and the size would fit a 3 year old - way too small. There were no return options (even though I had paid for delivery) , s... Voir plus
L'entreprise a répondu
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
Great clothes. Was a problem with lost order but eventually resolved satisfactorally hence loss of one star.
Ordered two blankets and 2 baby vests. The vests are a wonderful peacock pattern and are so vibrant and a wonderful change from baby pastels. The blankets however are even more fabulous. They are wond... Voir plus
No communication Took 3 weeks to deliver I emailed and left messages on Facebook got nothing back When my order arrived they sent the wrong size ! I ordered 0-3 they've sent 9-12 months This c... Voir plus
L'entreprise a répondu
À propos de l'entreprise
- Magasin de vêtements pour enfants
- Magasin de vêtements pour bébés
- Magasin de puériculture
- Magasin pour enfants
Écrit par l'entreprise
ORGANIC AND ORIGINAL, UNIQUE AND UNISEX These are the four key points we always strive to work towards with the direction of our brand. We believe in high quality cotton garments that are made to last and can be reused as much as possible by constantly growing little people, no matter the gender. Buy well and buy less is a sustainable choice that we support by using 100% organic cotton in everything we make. It increases the life cycle of each garment, as well as encouraging pre-loved clothes to be shared and passed on in our LS Forever Bags.
Coordonnées de contact
Royaume-Uni
- info@lucyandsam.com
- lucyandsam.com
3,2
Moyen
728 avis
Demande des avis aux clients
Cette entreprise invite régulièrement ses clients à laisser des avis, qu’ils soient positifs ou négatifs.
A répondu à 93 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Great clothes
Great clothes.
Was a problem with lost order but eventually resolved
satisfactorally hence loss of one star.
6 juillet 2026
No return option customer service non existent
The dress and hat were lovely but the sizing was all wrong. I bought age 5-6 and the size would fit a 3 year old - way too small. There were no return options (even though I had paid for delivery) , so I contacted the company by email to ask for return instructions.To date I have had no reply. Customer service non existent . Very disappointed.
25 juin 2026
Réponse de lucy&sam
We're very sorry to hear that the dress was not the correct fit and that your experience has been disappointing.
We take sizing very seriously, and all of our garments are thoroughly fit-tested before production. Based on your comments, it is possible there may have been a labelling error, with the incorrect size label attached to a smaller garment. We would very much like to investigate this.
We also apologise if you were unable to locate our returns information. Our returns policy and instructions are available on our website here:
https://www.lucyandsam.com/pages/delivery-and-returns
We have searched our customer service records but have been unable to locate any emails regarding your order. Could you please let us know which email address you contacted? For all order queries, please contact us at hello@lucyandsam.com
Once we receive your email, we'll arrange the return immediately and issue you with a full refund. We hope you'll give us the opportunity to put this right.
Thank you
Sam
Ordered on 21st June and money taken…
Ordered on 21st June and money taken from my bank account BUT still nothing received!!
21 juin 2026
Réponse de lucy&sam
We're very sorry for the inconvenience caused.
Unfortunately, there was an issue with the Royal Mail delivery of your order, and we were not made aware of the problem until we saw your review.
For any future order queries, please contact our customer service team directly at hello@lucyandsam.com, where we'll always aim to respond as quickly as possible.
We're pleased to confirm that this matter has now been resolved and a full refund has been processed for your order.
Once again, we sincerely apologise for the inconvenience and appreciate your understanding.
Many thanks
Sam
Beautiful clothes excellent customer…
Beautiful clothes excellent customer services thank you :-)
18 juin 2026
Beautiful shorts and shirt!
Beautiful shorts and shirt!! Excellent quality. Super service all round!
16 juin 2026
Prompt service & good products.
8 juin 2026
Good service
Clothes are colourful, attractive and practical and grandchildren love wearing them. Good value for money
Lasted well so far. Customer service excellent - queries answered within 24 hours
29 juin 2026
Avis spontané
Absolutely brilliant will definitely 💯…
Absolutely brilliant will definitely 💯 order again
24 mai 2026
The company has taken my money
The company has taken my money, ignored emails and failed to deliver my order.
Are they still trading?
21 avril 2026
Réponse de lucy&sam
Hi,
We’re very sorry for the delay and understand why this has caused concern.
Lucy & Sam is still trading and has been operating since 2012, building a strong reputation based on many years of positive customer reviews and fulfilled orders. Unfortunately, over the last few weeks we have experienced major disruption caused by a warehouse relocation which significantly impacted both dispatch times and customer service responses.
We completely accept that the lack of communication has been frustrating and we sincerely apologise for this. Outstanding orders are now being processed and dispatched, with delayed shipments expected to leave within the next 2 days.
If you would prefer a refund instead, please email hello@lucyandsam.com and our team will prioritise resolving this for you.
For all order queries and updates, please contact hello@lucyandsam.com directly.
Lucy & Sam Team
Could have been better!
Placed an order online which didnt arrive for a long time and they werent responding to emails asking for updates. I then heard from them saying they were moving offices i believe, and dispatching of orders had been disrupted. The items did eventually arrive and my daughter in law was very happy with them.
I would order from them again.
26 avril 2026
Réponse de lucy&sam
Hi,
We’re very sorry for the delay to your order and the lack of response to your emails.
Over the last few weeks we have been dealing with significant operational disruption caused by a warehouse relocation, which unfortunately affected both dispatch times and customer service response times far more than anticipated.
Lucy & Sam has been trading since 2012 and has built a strong reputation based on many years of positive customer reviews, so we are extremely disappointed that recent customers have experienced delays of this nature.
Outstanding orders are currently being cleared and should be dispatched within the next 2 days. If you would prefer not to wait any longer, please email hello@lucyandsam.com and we can arrange a refund for you instead.
For all order queries and updates, please contact hello@lucyandsam.com directly.
Lucy & Sam Team
Total scam website
I placed my order over 3 weeks ago but have not received it.
Queried this with the retailer with no response.
Please look through the website which is incomplete and all social media is AI generated. I believe this to be a scam website.
28 avril 2026
Réponse de lucy&sam
Hi,
We fully understand your frustration regarding the delay to your order and sincerely apologise for the lack of communication during this period.
However, Lucy & Sam is not a scam website. We have been trading since 2012 and have built a strong reputation over many years based on thousands of genuine customer orders and positive reviews.
We recently experienced major disruption following a warehouse move which significantly impacted dispatch times and customer service responses. Whilst some of our newer marketing assets and social content do incorporate AI-generated imagery as part of our creative direction, this does not affect the authenticity of our products or business operations in any way.
All delayed orders are currently being processed and dispatched, with outstanding shipments expected to leave within the next 2 days. If you would prefer a refund instead, please contact hello@lucyandsam.com and we will prioritise resolving this for you.
For all order queries, please email hello@lucyandsam.com directly.
Lucy & Sam Team
I have STILL not received my order!!!
23 avril 2026
Réponse de lucy&sam
Hi,
We are very sorry that your order has still not arrived and completely understand how frustrating this must be.
Unfortunately, a recent warehouse transition caused major delays across our dispatch operation and customer service channels, and the disruption lasted significantly longer than expected. We appreciate this has had a serious impact on customers waiting for orders.
Lucy & Sam has been trading since 2012 and has built an excellent reputation over many years, which is why we are working urgently to resolve all delayed shipments as quickly as possible.
Outstanding orders are currently being cleared and should be dispatched within the next 2 days. If you would rather receive a refund instead, please email hello@lucyandsam.com and our team will arrange this as a priority.
For all order queries and updates, please contact hello@lucyandsam.com directly.
Lucy & Sam Team
Shocking
Shocking - it’s been weeks and I’ve not received it. No reply to my last email I can understand a temporary delay as I was first advised, happy to wait a week I understand delays in business processes at times. However it’s coming up to 4 weeks now, with no update email,
26 avril 2026
Réponse de lucy&sam
Hi,
We completely appreciate your frustration and sincerely apologise for both the delay and lack of updates.
Over the past few weeks we have been dealing with a warehouse relocation that unfortunately caused far more disruption to our dispatch process and customer response times than originally anticipated. Whilst we initially expected only short delays, the knock-on impact lasted much longer than we were advised ourselves.
Lucy & Sam has been trading since 2012 and has built a strong reputation from many years of positive customer feedback, so we are extremely disappointed that recent customers have experienced this level of service.
The backlog is now being cleared and all outstanding orders are expected to be dispatched within the next 2 days. If you no longer wish to wait, please email hello@lucyandsam.com and we can arrange a refund for you instead.
For any order updates or support queries, please contact hello@lucyandsam.com directly.
Lucy & Sam Team
Order placed three weeks ago and still…
Order placed three weeks ago and still no response when I ask further a delivery date children’s clothes should be sent in a timely manner as babies especially grow so quickly I’ve emailed twice now a x just get replies that Yvette bust and will send it soon hopefully clothes will be worth the wait - and still fit !
26 avril 2026
Réponse de lucy&sam
Hi,
We’re very sorry for the delay and completely understand your frustration, especially with baby clothing where sizing windows can be very short.
We recently underwent a major warehouse move which caused significant disruption to our fulfilment and customer service operations, and unfortunately this took far longer than anticipated to resolve. Whilst this is not the level of service we aim to provide, we can assure you that outstanding orders are now being dispatched and your order should be sent within the next 2 days.
Lucy & Sam has been trading since 2012 and has built an excellent rating based on many years of positive customer reviews, which makes this recent disruption especially disappointing for us as a business.
If the items are no longer suitable by the time they arrive, or if you would prefer a refund instead, please email hello@lucyandsam.com and our team will prioritise resolving this for you.
For all order queries, please contact hello@lucyandsam.com directly.
Lucy & Sam Team
Wouldn't recommend
No communication
Took 3 weeks to deliver
I emailed and left messages on Facebook got nothing back
When my order arrived they sent the wrong size !
I ordered 0-3 they've sent 9-12 months
This company is an absolute shambles..would not recommend and will definitely not purchase from again
Avoid at all costs
25 avril 2026
Réponse de lucy&sam
Hi,
We’re very sorry for the experience you’ve had and completely understand your frustration.
We recently underwent a major warehouse move which caused significant disruption to our fulfilment operation and customer service response times, and unfortunately this took far longer than anticipated to resolve. This is not the level of service we aim to provide and we sincerely apologise for both the delay and the incorrect sizing issue.
Lucy & Sam has been trading since 2012 and has built an excellent rating based on many years of positive customer reviews, which is why we are especially disappointed to hear this.
Please email hello@lucyandsam.com with your order number and we will arrange either a replacement in the correct size or a full refund as quickly as possible.
For all order queries, please contact hello@lucyandsam.com directly.
Lucy & Sam Team
No delivery, no reply
My order was estimated to arrive on 01/05/2026. It did not.
I emailed hello*lucyandsam.com on 11.05.2026 and received no reply.
I also emailed info*lucyandsam.com on 13.05.2025 but received no reply.
My tracking status has been changed to delivered but I have not received the items.
The lack of response and ability to speak to anyone is shocking.
I am worried I have been scammed out of my money.
16 mai 2026
Avis spontané
Réponse de lucy&sam
Hi,
We’re very sorry for the delay and lack of communication you experienced and completely understand your concern.
We recently underwent a major warehouse move which caused significant disruption to both our fulfilment operation and customer service response times, and unfortunately this took far longer than anticipated to resolve.
We can assure you this is not a scam. Lucy & Sam has been trading since 2012 and has built an excellent rating based on thousands of previous customer reviews over many years.
We are currently working through all delayed orders and delivery issues as quickly as possible. If your tracking is showing as delivered but the parcel has not been received, please email hello@lucyandsam.com with your order number so we can urgently investigate this with the courier.
For all order queries, refunds or delivery issues, please contact hello@lucyandsam.com directly and our team will prioritise assisting you.
Lucy & Sam Team
Réponse de lucy&sam
Hi,
We’re very sorry for your experience and completely understand your frustration.
We recently underwent a major warehouse move which caused significant disruption to our fulfilment operation and customer response times, and unfortunately this took far longer than anticipated to resolve.
Orders are now being processed again and all outstanding orders should be dispatched within the next 2 days. If you would prefer a refund instead, please email hello@lucyandsam.com and our team will prioritise this for you.
For all order queries, please contact hello@lucyandsam.com directly.
Lucy & Sam Team
Placed an order on the 25th of April…
Placed an order on the 25th of April and received an order confirmation email . I've still not received my order
I've tried emailing them and contacting them on their facebook page but have had no response ..my comments have been deleted on some of their Facebook posts
They're quick enough to take your money but not respond
Avoid buying from them as you won't get your items and they don't respond..very , very poor customer service
If they do finally sent it my granddaughter will have grown out of the size I've ordered !
25 avril 2026
Avis spontané
Réponse de lucy&sam
Hi,
We’re very sorry for the experience you’ve had and completely understand your frustration.
We recently underwent a major warehouse move which caused significant disruption to our fulfilment and customer service response times, and unfortunately this took far longer than expected to resolve. We appreciate this is not acceptable and sincerely apologise for the lack of communication you experienced.
Your order should now be dispatched within the next 2 days. If the sizing is no longer suitable due to the delay, or if you would prefer a refund instead, please contact us at hello@lucyandsam.com and we will prioritise resolving this for you.
For all order queries, please email hello@lucyandsam.com directly so our team can assist as quickly as possible.
Lucy & Sam Team
Item still hasn’t arrived 3 weeks after ordering
Item was ordered 23/4 and due for delivery on 5/5. Today is the 14/5 and it has still not arrived. Dreadful service. Would never order from here again.
23 avril 2026
Réponse de lucy&sam
Hi,
We’re very sorry for the delay and completely understand your frustration.
We have recently undergone a major warehouse move which unfortunately caused significant disruption to our order fulfilment and took far longer than anticipated. Whilst this is not the level of service we aim to provide, we can assure you that orders are now moving again and your order should be dispatched within the next 2 days.
If you would prefer a full refund instead, please email us at hello@lucyandsam.com and our team will arrange this for you.
Lucy & Sam Team
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.