lucy&sam Opiniones 

Respuesta de lucy&sam

Actualizada el 19 may 2026

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

Respuesta de lucy&sam

19 may 2026

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

Respuesta de lucy&sam

19 may 2026

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

Respuesta de lucy&sam

19 may 2026

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

Respuesta de lucy&sam

13 may 2026

We’re really sorry for the experience you’ve had and completely understand your frustration. The warehouse move created significant unexpected disruption to our operations and unfortunately this impacted a number of customer orders more than it should have.

We appreciate that the delays and lack of timely delivery were unacceptable, and we fully understand your decision to request a refund. We are currently working hard to resolve the backlog and improve communication during this period. Thank you for your feedback and again our sincere apologies for the inconvenience caused.

Respuesta de lucy&sam

13 may 2026

We’re very sorry to hear this and completely understand your frustration. We have recently been moving warehouses and unfortunately experienced some serious unexpected delays during the transition.

The good news is that orders are now being dispatched again from today, and we are working through all outstanding orders as quickly as possible. Thank you for your patience and support while we resolve this.

Respuesta de lucy&sam

26 ene 2026

Hi,

We have no record of you ever placing an order with us, so this review does not reflect a genuine customer experience of our products or service.

For clarity: our current website uses some AI-generated assets as part of our creative presentation — this is not deception. Historically, we have also carried out 50+ professional photoshoots with real babies and toddlers over the past 15 years, so we are well aware of the realities of child modelling, including the pressure often placed on children to achieve images.

Based on your public review history, it appears that posting negative reviews is a frequent activity. Accusations of false advertising from a non-customer are misleading and unfair.

Lucy & Sam Team