


Lane Crawford : Online Fashion Shop, Luxury Designer Clothes
Based on authentic user experiences
Catherine
6732 reviews
N/A
1 year ago
Avoid
I visited the IFC branch of Lane Crawford on the 5th May 2018 and I attended the concierge desk to return a Marc by Marc Jacobs top I had purchased from them which had not been worn and clearly had all the tags in place showing the price of 1990 HKD On closer inspection the sequin detail on the front of the top was defective and I returned the garment to them to find a solution As a Lane Crawford gold card membership card holder I handed my card over to the two assistants on the concierge desk and they searched through my records and located the transaction relating to the faulty garment One of the members of staff said she would then speak to a supervisor to see how we proceed with the matter As I had been waiting a significant amount of time I said I would take a seat in the shoe section and the female assistant said they would come and find me After waiting fifteen minutes nobody had come back to me so I returned to the concierge desk where it appears the supervisor had been walking up and down the shoe section to try and find me but did not know who she was looking for as she had no description or was I pointed out by the other staff who had been dealing with me were they just going to allow me to just sit there On returning to the concierge desk I was greeted by the Concierge Supervisor Suki Cho this persons delivery and knowledge of customer service was appalling and seriously needs addressing She proceeded to tell me that even though I had been told previously by two members of staff the details of my purchase were on their records she disagreed and said that the top had in fact been returned for a refund please explain why the two members of staff had located the purchase and Ms Choi denied this was the case and secondly if I had returned the item how could I physically still have it in my possession I disputed this but the member of staff could not grasp the concept of what I was saying or was out of her depth in dealing with the matter I then asked her was she going to deal with the matter to which she replied No I was astounded with her response and I asked to speak to a manager to which I was greeted by Concierge Manager Macrina To who is the rudest unhelpful person I have ever come across in my eleven years in Hong Kong she should not be in a customer service environment I explained the situation to her to which she responded I don t think I can help you her role is to assist customers She then proceeded to fold up the faulty top and try to hand it back to me which I refused to accept back as this item under Cap 26 of the Sales of Goods Ordinance in Hong Kong is not fit for purpose I asked to speak to the store manager but she refused to allow me to do this so I left the store minus the top which they still had in their possession On pursuing this matter further and on requesting details of my past sales records it appears a male member of their staff had made an error and returned an incorrect item Which has caused me to have to endure weeks of persecution by Lane Crawford staff members along with being made out to be criminal by this company and all down to one person s utter incompetence I wrote to the CEO of Lane Crawford Mr Andrew Keith explaining that since proving in writing that the Marc by Marc Jacobs top that his company sold me was faulty and receiving a refund even though his staff were adamant I had not purchased it from them to the point where his concierge staff and staff member name of Natalie Da Gama-Rose made my life miserable making me out to be a liar causing me undue anxiety and stress All along with the time it took me to resolve this matter the arrangements I had to make to ensure somebody was at my address as well as the costs incurred when they advised me in writing the faulty top would be returned to me even though it failed to arrive The travelling costs incurred and time spent visiting his branches Causeway Bay and Central in attempt to resolve this matter When in fact this could have been resolved on my initial visit if the members of staff concerned had done their job correctly I have never once received an apology from his company and my life was made torturous by his workforce especially Natalie Da Gama-Rose some of the contents of the communication received from her which I still have on record is despicable and slanderous and in her role of General Counsel Group Legal Department she should have been thorough in her investigations and considerate in the way she treats and responds to people I was unfairly treated by this company which caused me to have to endure weeks of humiliation and persecution by their staff members along with the anxiety and stress I was caused along with the out of pocket expenses I incurred all down to their negligence I requested a full apology and a refund for my out of pocket expenses but Mr Keith has not had the courtesy or good manners to respond This company has zero customer service and I advise people to avoid this company and shop somewhere your custom is valued
Dylan Grayson
6732 reviews
N/A
1 year ago
Difficult to work with
It s Hong Kong based so they process slowly They make you take a picture of your credit card and send it to them or have you call your bank to get an approval code Absurd and difficult to do business with
Marco
6732 reviews
N/A
1 year ago
Terrible customer service
Purchased a Valentino bracelet Received email stating because it was my first order they could only ship to billing adress and would reserve my item for 24 hours I replied immediately and said that was fine The next day I get an email stating my order was processed and that the next email would be shipping tracking info A couple hours later I receive an email stating my order was canceled because the item was no longer available How can that be if they were reserving the item for me First and last time shopping at lane Crawford I will stick to my European boutiques who provide awesome customer service - great items --super fast shipping I WOULD NOT RECOMMEND LANE CRAWFORD ---still haven t credited my card back yet -----
HUGO
6732 reviews
N/A
1 year ago
cheating lying c nts
cheating lying c ntsmade an order but they didn t have it anymore so they started asking verification for my amex which has never happened in my life only to reconfirm the order stock fter verificationmiraciously the item wasn t available anymore
Alison
6732 reviews
N/A
1 year ago
Customer Care at Lane Crawford
Seem to be having the same issues with returns originally loss accepted by DHL when lost in transit via DHL or maybe not recorded as returned by Lane Crawford both passing me backwards and forwards with Lane Crawford now refusing to refund in any way and not really looking into the problem They seem to manage to have put through a loss claim themselves whilst not recognising my claim 545 is a lot to lose Very poor service
Milo Fox
6732 reviews
N/A
1 year ago
Scam Alert
Scam Alert Don t buy I bought a LIMITED EDITION candle from their web as it sold out anywhere I paid a much higher price plus a C 45 delivery cost for that However the item they sent to me is TOTALLY DIFFERENT from what s in their product image They sent me an ordinary candle which I could buy at any local store at a much cheaper price They refused to refund me the shipping fee even when they send me the WRONG item Totally wasted money and time
S M
6732 reviews
N/A
1 year ago
Scam site - sends the wrong item
I ordered a cuff from here I got a completely different item from what was pictured on the website and I know this because I actually own the cuff and wanted a second one to wear on both wrists I have emailed and called numerous times I cannot even get a bloody DHL shipping label to send it back to them I keep getting their voicemail and their email address response is a joke I ended up having to call my credit card company to dispute it I just want my money back
Agnieszka
6732 reviews
N/A
1 year ago
Excellent service
Great service fast delivery to Germany only 4 days All was perfect
Man Zur
6732 reviews
N/A
1 year ago
Lovely service by the staff
Bought beautiful denim jacket Ordered on Tuesday and got it on Friday in Ireland Great service and very pleased with my purchase Will definitely shop again
Sarah
6732 reviews
N/A
1 year ago
Pleasantly surprised 5 stars
Lovely service Went to buy La Nuit De L Homme which is my favourite winter perfume and the service by the staff was excellenf very cheerfull and surely visit again causeway bay shop in future