SmallBizGenius Analysis
Lorna Jane, an activewear retailer, receives mixed reviews regarding customer service and product quality. While some customers praise helpful staff and positive in-store experiences, others report issues with online orders, returns, and unresponsive customer support.
Category Breakdown
Scores based on analysis of 24 recent reviews
Customer Service
3.0/10Many reviewers express dissatisfaction with Lorna Jane's customer service, citing slow response times, unhelpful interactions, and difficulty resolving issues related to orders and returns. Several customers mention a lack of response to emails and frustration with the online chat system, particularly in the UK. One reviewer stated, "Terrible customer service!!!"
15 reviews mention thisShipping & Delivery
2.5/10Several reviewers report issues with shipping and delivery, including delayed orders, missing items, and packages held in customs due to missing sender data. Some customers also mention receiving damaged packages or incorrect items. One reviewer said, "Placed an order on the 15/11/23 and still not received it despite chasing multiple times."
7 reviews mention thisReturns & Refunds
2.0/10Multiple reviewers express frustration with Lorna Jane's return and refund process, citing difficulties in obtaining refunds for returned items and encountering issues with the return portal. Some customers claim they never received a refund despite providing proof of postage. One reviewer stated, "Returned item via tracked post never got a refund. No replies to my emails."
6 reviews mention thisProduct Quality
6.0/10While some reviewers praise the quality and fit of Lorna Jane's activewear, others report issues with the durability and wear of certain items, such as leggings. One reviewer noted that the fabric of their Flashdance Pants began to wear heavily within a few months. However, other reviewers mentioned owning Lorna Jane leggings for years and being satisfied with their quality.
5 reviews mention thisIn-Store Experience
8.5/10A few reviewers highlight positive experiences in Lorna Jane's physical stores, praising the helpfulness and friendliness of the staff. These reviewers appreciate the staff's efforts to source sizes and provide excellent customer service. One reviewer mentioned, "Our local shop has the most helpful, lovely staff who do their utmost to source our sizes."
3 reviews mention thisPros & Cons
What Customers Love
"Our local shop has the most helpful, lovely staff who do their utmost to source our sizes."
"I quickly reached out via live chat and was absolutely blown away by the service Hayley provided. She not only reassured me straight away that a replacement gift card would be issued, but also offered a free delivery code."
Common Complaints
"Have used Lorna Jane for years and absolutely love the products but now the company has opened a UK branch I have experienced the worst customer service. They just don’t reply!"
"Returned item via tracked post never got a refund. No replies to my emails. No contact number. So they stole my money the tramps."
"Placed an order on the 15/11/23 and still not received it despite chasing multiple times."
"Unfortunately, within three months the fabric began to wear heavily on the inner thigh, and after just six months of occasional weekend use the seat ripped. The material quality is clearly poor."
"Had a pair of Lorna Jane leggings for years, tried to rebuy them on their website and instantly had fraudulent activity on my card for a different amount within the same minute of trying to checkout."
Common Questions About Lornajane
Answers derived from customer review patterns
Is Lornajane legit and trustworthy?
Lorna Jane is a real company selling activewear, but reviews suggest mixed experiences regarding trustworthiness. While some customers have positive experiences with in-store purchases and helpful staff, many others report issues with online orders, returns, and customer service. Several reviewers mention difficulties obtaining refunds and a lack of response from customer support. Therefore, while Lorna Jane is a legitimate business, potential customers should be aware of the reported issues and exercise caution when making online purchases.
Based on 18 reviewsDoes Lornajane have good customer service?
Customer service at Lorna Jane appears to be inconsistent, according to the reviews. Some customers praise the helpfulness of staff in physical stores and report positive experiences with live chat support. However, a significant number of reviewers express dissatisfaction with online customer service, citing slow response times, unhelpful interactions, and difficulty resolving issues related to orders and returns. Many customers mention a lack of response to emails and frustration with the online chat system, particularly in the UK.
Based on 15 reviewsIs Lornajane worth it for small business?
Whether Lorna Jane is worth it for a small business depends on the specific needs and risk tolerance. If a business needs activewear for employees or clients, the potential for inconsistent product quality, shipping delays, and poor customer service could be problematic. The positive in-store experiences are a plus, but the online ordering issues raise concerns about reliability. Businesses might consider alternatives with more consistent service and quality, or proceed with caution and prioritize in-person purchases when possible.
Based on 10 reviewsWhat is Lornajane's return policy like?
Lorna Jane's return policy, based on the reviews, can be problematic. One reviewer specifically mentioned that sale items (excluding final sale) can be returned for exchange or gift voucher. However, they also experienced issues when trying to return items that they believed were eligible for return, indicating potential inconsistencies in the application of the policy. The difficulty in contacting customer service to resolve return issues further complicates the process for customers.
Based on 3 reviewsWhy are customers having trouble with Lorna Jane's UK customer service?
Several reviewers specifically mention poor customer service experiences with Lorna Jane's UK branch. These customers report a lack of response to emails and difficulty resolving issues related to orders and returns. One possible explanation is that the UK branch is a newer franchise struggling to manage customer inquiries effectively. Another possibility is a disconnect between the Australian headquarters and the UK branch, leading to communication and service gaps.
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