I placed an order for the better half, clicked search in her sizes, when I placed the order, within an hour of order confirmation I contacted customer support, only to find out they are shipping the item in the incorrect size, but if it don’t fit (that it won’t ) please return the item. Is this just to frustrate the customer, no size confirm at time of order. No size confirm with email invoice, but contact your service to clarify and more less told tough. Not our problem,
This will be the last order from me if you can’t address a simple thing prior to clicking order.
Now I have to mess about returning something all because your too egar to grab the money not confirm sizes just a photo of the item ordered.
This doesn’t sound like any experience I’ve had when ordering from Lovehoney.
Just out of curiosity, and to try and help, did you select an option for sizing on the product page before adding it to cart?
Most items have a range of sizes, and there’s a drop down menu on the listing to select a size. This selection also reflects when looking at your cart, and at checkout.
On the rare listing that doesn’t have a selection, there will be a sizing guide handy.
I’ve popped some screenshots down below that might help out.
I had 2 options, 6-16 or 18-22
I know I have to order 18. That I selected prior to order.
I then ordered the items later received email of not the same model I ordered right item different model.
I contacted the support, to triple check size was told 6-16 was sent nothing can do.
Had there been confirmed size before clicking order in the list and size inclusive with the email order. I wouldn’t of asked what size in the order
All I know I clicked the size I wanted and from then on blind
Hi there,
This is a forum and not customer services, so you’ll not get your issues sorted here.
But as a regular customer, I’ve never had this issue you’re describing. It is true that the size isn’t stated in your confirmation email, but as you can see from @RacyRosalee’s last photo which shows her basket, the size is stated there which is the confirmation that you’re saying you didn’t get.
If you use a PC or laptop, its possible that you’ve scrolled on the mouse, which has changed the size you initially chose.
The forum can provide help in terms of product experience and advice, but if you expect Lovehoney advisors to sort your issue through the forum, that’s not going to happen. I wanted to manage your expectations so that you weren’t waiting for an answer from them that was never going to come.
My suggestion of scrolling on the mouse was from experience, which is why I suggested it. I didn’t presume to know what device you used to make your purchase, which is pretty clear as I used the word ‘if’.
If customer services had’ve been able to change your order when you contacted them, they would have
As stated earlier this forum is for members. The main site has customer service so that would be what you need to use. My experience of LH has been they offer exception customer service and really go out of their way to assist you.
Had customer service of been of help, based on email only contact, live chat was not working 24/7
Phone not being answered
So at the mercy of email only.
I wouldn’t be here moaning because I couldn’t get customer service.
Not sure when you tried contacting them, as now into weekend may be worth waiting until Monday. I am afraid to say at times you just have to accept things and return things when you receive them. No one can get things right 100% of the time. They really do try their best.
I’m sorry you had this issue when ordering, I was simply trying to assist in figuring out what may have happened as a fellow customer.
I made no fantasy claims of scrolling with a mouse in my post? I hadn’t made any comments after my response attempting at assist, that was another member of the forum.
You selected the 18-22 size, then that’s what should have been in your cart. I’m unsure of how it could have changed whilst ordering, as I’ve not seen that happen on the shopping site before, and wanted to try and help.
I made no blame on user error, I simply asked questions and provided some info in order to see what may have occurred.
You did the right thing and contacted LH customer care as soon as you saw the issue, and it’s unfortunate you didn’t get the result you were after.
Other forum members may have encountered this issue themselves, or perhaps might have some information regarding it.
As the site clearly says 24/7 customer service. Trying to contact them to confirm issues, then getting an email to say items been shipped, kinda defeats the wait till Monday when items are arriving Monday.
See the issue now ?
Or does 24/7 customer service mean something I don’t know ?
I’m sorry to hear you have had an issue with your order, and I am sure that is very frustrating but please be aware this forum is not monitored by customer care and the community staff don’t work weekends, and even if they did, they can’t do much about errors with orders.
People here will always try and offer their experiences or opinions but we are just other customers.
I feel the frustration comes with the 24/7 customer service issues.
Being limited to an only email facility is not a 24/7 customer service. The live chat and phone was not working.
But they managed to package and ship with tracking number with no joy trying to resolve issues within an hour of ordering.
Leads to unnecessary running about, I get they have grate products grate prices. But lacking the 24/7 customer service they preach all over the advertising and website. They should do what it says on the tin
As everyone has advised this isn’t the place for venting complaints, us as customers can only advise you so much. Sorry to hear you’ve had these issues though.
I’m slightly confused though, on your confirmation email I’m pretty sure it should state what you’ve ordered. I checked back at my last tester email and it states ‘plus size’ indicating it would be the 18-20/22 (sometimes listed as (1XL/2XL)
If it is user error, that is unfortunately your mistake and you’ll have to follow the normal returns procedure. Before ordering did you not double check the size option you chose? I’m not blaming, I just know with myself when im ordering I triple check everything. If somehow you’ve ordered the correct size, you have the confirmation email to confirm that and it’s Lovehoney that have made an error with dispatch, I would expect them to take responsibility and send the correct size out.
Hopefully you get it sorted - I’ve emailed them on the weekends before and someone has responded, it can just take a few hours.
You’ve got a point there with the email @ChloJakes. I had checked back for the last lingerie I bought in Nov 2022 which was the Fierce wet look panelled bustier and the email just states plus size. The bustier comes in a Queen and Curve size within that and it doesn’t specify which size I bought (I bought the Curve), it lists the product number though, but thats a faff.
I had also bought the regular and plus size stockings, the regular doesn’t state any size and the plus size states that its plus size, but again, there’s Queen and Curve sizes and it doesn’t specify which I bought, I bought the Queen.
So 2 takeaways from this, LH really should specify the actual size we buy AND I need to buy more lingerie, it was nearly a year ago I bought that!
If it had said size on email order. I would of know the error.
Because it didn’t I enquired.
Trying to resolve something prior to shipping was not 24/7 as detailed.
Everyone defending a lack of advertising 24/7 customer service is hilarious.
It’s like walking into a room and everyone has two p to throw in comments.
Issues with all comments
Was customer service 24/7 as advertised ?
Did customer use the 24/7 service as advertised?
Did love Honey live up to 24/7 customer service?
We all know of human error. But if the service promised isn’t there it removes my human error. Places it at LH 24/7 customer service.
So as 5 plus wanted to repeat what one said just to feel one of that gang.
Is that not against use of forum rules bullying?
I wouldn’t need to keep replying is some just read the 1st reply.
This isn’t a case of bullying, so don’t even think about going down that route.
We’re trying to help as best we’re able to with the information we’re going on. As @JoCat has mentioned, maybe this is something for Lovehoney to develop regarding sizing on emails if it’s not clear.
Could you attach a pic of your email confirmation so we can see?
It seems the issue you’re truly having is with the customer service. Are you unhappy with the delay it’s taking them to respond to you?
24/7 customer services doesn’t mean all issues can be fixed instantly. As per the website, if the order has been processed (and Lovehoney are pretty quick at this) there is nothing they can do. So contacting within an hour is too long, it doesn’t matter if it’s but phone, livechat or email. Regardless of where the fault lies on the error, the only option Lovehoney have is to have you return the parcel when it arrives. Yes, it is frustrating but it’s the only way Lovehoney can operate as such a huge business and actually send people’s parcels out.
Point 1.
Zero support regarding the failure of Customer service 24/7 fact
Point 2, Five plus have repeated same reply.
Point 3 if I feel that the general repeat of same reply is tedious and becoming a #Bullying feel I have the right of that “Opinion”
I tied to send screen shot of email say I don’t have that privilege.
Thanks for your added size 9s to the defence of comments above.
But no worries it will arrive here by Monday and then I’ll have to return item wait 14+ days for the correct size to be sent all for Giggles because the 24/7 customer service is not 24/7 customer service.
