I contacted Lee via the website after a pair of jeans I purchased got a hole in them, after only 3 months. Within 24 hours, I'd had my first email from them asking for photos and product details and w... See more
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I ordered two pairs of jeans from the Lee EU site. They arrived within six days of placing the order. I've had to return them ,simply because I ordered the wrong size.The jeans themselves are great ,... See more
Company replied
I ordered 2 summer tops. Package was delayed 2 weeks at firtst. Then sent to wrong pickup point 30miles distance. Then cancellation was not possible. Customer needs to initiate contact al the time.... See more
Company replied
I could not ask for better service from start to finish. Having nor worn Lee jeans for many years I was given excellent advice on the best fit for the style I was after. I also had several questions... See more
Company replied
Company details
Written by the company
Backed by over 125 years of purposeful design and craftsmanship, Lee’s® movement-inspired innovations, versatile styling and superior fit continue to inspire generations of brand loyalists. Shop the official Lee online store for a variety of designer jeans, shorts, shirts and more. Experience why Lee has been a popular brand since 1889.
Contact info
United Kingdom
- eu.lee.com
3.1
Average
227 reviews
Replied to 88% of negative reviews
Typically replies within 2 weeks
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I tried to return an order with Lee and…
I tried to return an order with Lee and there was no option anywhere on the website to get a return label, I then requested one form customer service which send me a return label that had already been used, resulting in me not being able to return the package. I asked for valid return label m but did not get any responses till now. If free returns are advertised it needs to be made possible for the customer to easily return the item.
27 November 2022
Unprompted review
Reply from Lee Online Store
Hi there,
Thank you for reaching out and for your feedback regarding our service. I am sorry to hear that our service was not up to standard. Unfortunately at this moment there is no option for Customers to create a return label, although I will make sure to flag this with our development team and hopefully this is something that can be added in the near future.
Again I am deeply sorry that our service was not up to standard. I hope you have a better experience the next time you decide to use our service.
We appreciate your feedback, as this is always highly valued and helps us to improve going forward.
Best wishes,
Ciaran,
Customer Care Team.
US Lee is not genuine...cheating
My order Id: L000036700.
I purchased a shirt in cash on delivery...size and quality was not good...so, returned it... customer service is not at all active...i didn't get my refund till now.... CHEATING... All options to contact are closed...fake website and people... No one is there to answer... I regret that I chose this website to buy shirt... always Amazon and Flipkart is best ever...these are deceiving and looting websites.... please think many times to go to these kinds of websites... not worth...i lost my money...
19 October 2022
Unprompted review
Reply from Lee Online Store
Hi there,
I am sorry to hear about your troubles around getting your refund. I have looked into this a little more and i see you are posting from India ? This Trust Pilot links to the European site - https://eu.lee.com
I have tried to access your account with the reference you have provided, however this is not a sequence Ref we or our USA site uses and so it is possible you have placed your order elsewhere in which case i am unable to assist.
However please feel free to visit our website and fill in the contact us form to provide more information - marking in the comments for Teresa and i will come back to you
kindest regards
Teresa
In love with the brand AND customer service
In love with the brand for many many years. And now in love with their customer service as well. First time afters so many years I had an issue with a retour. My motto: it's not about the problem, it's about how you solve the problem. And Lee's customer service in the Netherlands (Marco) is the absolute master. He was on top of it and did not let go until it was solved. And kept in touch on updates all the time. Thanks!
Very happy customer forever :)
7 September 2022
Unprompted review
Reply from Lee Online Store
Hi Kim,
Thank you so much for your kind review! I'm really glad to hear that my colleague Marco was so helpful and I will be sure to pass your lovely feedback on to him!
Have a wonderful day,
Best,
Theo
Customer Care Specialist
Great and fast Service
Great and fast Service. Lara helped me very well With my claim. Also very friendly. I will make my future purchases with a Good feeling at your store.
12 September 2022
Reply from Lee Online Store
Hi Thomas,
Thank you very much for taking the time to leave a review. I will be sure to pass on your kind feedback to my colleague Lara!
Have an excellent rest of your week!
Best,
Theo
Customer Care Specialist
Reply from Lee Online Store
Hi Ingo,
Thank you for taking the time to leave your feedback. I'm so glad to hear you had a great experience and are happy with your purchase!
Have an excellent rest of your day!
Best,
Theo
Customer Care Specialist
Nice customer service
Lara did a great job. She replied immediately and took care of a important topic to me for a Jeans delivery.
Many thanks for your nice support.
Have a lovely day !:)
16 June 2022
Reply from Lee Online Store
Hi Romy,
Thank you so much for your feedback. I'm really glad to hear that my colleague Lara was able to provide you with top-class support! I'll be sure to pass on your kind words to her!
You have a lovely day too :)
Best,
Theo
Customer Care Specialist
Great customer service
I had a few questions about the materials of the jeans and after that I needed assistance picking out replacements for some old pairs of Lee jeans. Shirana at Lee provided excellent service, explained everything I needed to know in detail and sent me two good recommendations to replace my old pairs.
14 June 2022
Unprompted review
Reply from Lee Online Store
Hi Tomas,
Thank you so much for your feedback! I'm really glad to hear that we were able to provide you with the correct advice and recommendations to suit your style!
I will be sure to pass your kind words on to my colleague Shirana :)
Wishing you a wonderful day,
Best,
Theo
Customer Care Specialist
I could not ask for better service from Lara/Lee
I could not ask for better service from start to finish. Having nor worn Lee jeans for many years I was given excellent advice on the best fit for the style I was after.
I also had several questions relating to the discount I was entitled too which was addressed to my total satisfaction by Lara. Thank you Lee 😀
2 June 2022
Reply from Lee Online Store
Hi,
Thanks so much for your review! Our team take pride in their knowledge of our extensive product range, so I am so glad we were able to advise you regarding the best style and fit for you! I will be sure to pass your kind comments on to my colleague Lara :)
Wishing you a very pleasant day,
Best,
Theo
Customer Care Specialist
Lara was super helpful and attentive
customer service staff was super helpful and attentive. She even followed up and gave me an update once the matter was resolved.
17 May 2022
Reply from Lee Online Store
Hi,
Thanks so much for leaving a review and I'm very glad to hear Lara was able to help you. I will be sure to pass on your kind words to her :)
Have a great day!
Theo
Customer Care Specialist
Reply from Lee Online Store
Hi,
Thanks for taking the time to leave a review for us! I'm really glad to hear that we were able to answer your message promptly.
Have a great day!
Theo
Customer Care Specialist
So satisfied!!!
13 May 2022
Reply from Lee Online Store
Hi Linda,
Thank you so much for your kind review! I'm glad that we were able to assist you with your issue.
Have a wonderful day,
Theo
Customer Care Specialist
Super customer service.
8 May 2022
Reply from Lee Online Store
Hi,
Thanks so much for the comment! We are happy to have been able to help you :)
Have a fantastic day!
Theo
Customer Care Specialist
Lee Kundendienst Team / online order
I would rate the website itself with 2 to 3 stars since there was an technical issue and the filter is not working well, HOWEVER, I received great support for several questions and issues from Lara (Lee Kundendienst Team) - that's the reason I will give 5 stars!
5 May 2022
Reply from Lee Online Store
Hi,
Thank you so much for your review and I'm glad to hear you were happy with our support. I will be sure to pass your feedback on to Lara!
Have a wonderful day,
Theo
Customer Care Specialist
Please Avoid.....
Item still not Received..I have tried to contact this company via customer service 5 times today and never replied..I tried to cancel this order ever before they claimed to have processed it and refused to cancel and Refund...what a disaster this company is..Again!!!!please Avoid!!!
29 March 2022
Unprompted review
Reply from Lee Online Store
Hi Damien,
It was a pleasure to speak with you on the phone just now. As I mentioned, if ever you are in need of a quick response then please do give us a call and we will be there for you! For emails our normal response time is 24 hours, so we will still get back to you quickly there too, but best to ring for urgent matters.
Unfortunately as we also informed you as well cancellations or changes to placed orders is not possible, but our returns are free! So even in the event of an error, fixing it is nice and easy. The team and I remain at your disposal if any further doubts!
Sincerely,
Felicia
Great customer service!
18 March 2022
Unprompted review
Reply from Lee Online Store
Thanks so much for the recognition! Means a lot to Joana who you worked with. I have passed on your kind works :)
Have an excellent day Joakim!
Felicia
Return did not work out, service helped me out and was very supportive and friendly.
I had an issue with my return and called the helpdesk (germany) The assistant was very helpful, explaining the general process and started a query to provide my refunds. The service was very kind and supportive. Usually, it is a bit difficult with helpdesk support.
9 February 2022
Unprompted review
Reply from Lee Online Store
Guten tag Georg,
We very much appreciate the recognition. Even if things go wrong, we are always there to help. Give us a call back anytime!
All the best,
Felicia
I have not received my order
I have not received my order. To date I have not received a reply to my message about this nor have I received a refund.
25 January 2022
Unprompted review
Reply from Lee Online Store
Hi Monic,
Thanks for getting in touch. Please check your inbox for a response from our Customer Service Agent Marco. On January 14th he replied to your email and provided you a link to track your parcel, indicating that they had not reached you at home so it was waiting for collection at a parcel shop in your area.
We will re-send you this info by email again, but if you still don't see it feel free to give us a call: 0 800 360 00 04
Hope to hear from you soon!
Felicia
Very disappointed--was sent the wrong item and was impossible to return it for free
Please don't order from them! Their modus operandi is to send the wrong items and then it's almost impossible to return them. Please read the other reviews from unsatisfied customers, because you'll see the similarity between their story and what happened to me. Next, I shall share my experience. I ordered a pair of jeans on Nov., 27th 2021. I received it on Dec., 2nd and it didn't fit. I went on the Lee website to generate a return, but couldn't do it, because the return function on the website does not work. I called customer service on Dec., 3rd and then I found out while speaking to them that they sent me the wrong item and the lady asked me to wait for the return label, because they have to correct in the system the item they actually sent. I sent another email on Dec., 9th to ask for a return label. They replied that they are waiting to correct the item in the system. On Dec., 12th I asked them if I could mail the package to the address on the package, because I cannot keep the package any longer. No one replied. Meanwhile I've been trying to get a hold of customer service, but no one would answer. On Dec., 14th I finally got a hold of customer service and asked if they could send me a label, if not, I would like to mail the package to the address on the package. They told me the address is correct. I mailed the package from Germany on Dec., 14th and it arrived in the Czech Republic on Dec., 17th. On Dec., 15th they emailed me a return label, but after I emailed that I had mailed the jeans. I didn't need their return label almost 2 weeks after first talking with them. The package was already on the way to the Czech Republic. Lee returned my money for the jeans today, Dec., 23rd, but did not want to pay for the shipping. They sent an email offering me 15% for my next purchase, but rest assured, that I am not silly to buy again from them! I also checked on Dec., 18th and the return function on the Lee website did not work, 15 days after talking to customer service in the first place. That is unacceptable!
23 December 2021
Unprompted review
Reply from Lee Online Store
Dear Monica,
Thank you for taking the time to explain your frustrations. I sympathize with your situation and I fully accept that this is not our regular standard of service. While I cannot retroactively remedy any of these issues, I can at the very least explain what went wrong so that it is clear to you that we have never intended for you to have such a hard time.
This summer we changed our processing systems, as with any change there were teething pains. One such pain that pops up sometimes is a misreading of an item code. Regrettably, this is how you ended up with a wrong item. This item being incorrect has a knock-on effect on the Returns process given the miss-matched code. I can assure you that any regular shipments are easily returnable from that page just by printing a label, it is simply that yours was irregular. This is of course our mistake, I just want you to feel confident that our website does more often than not function properly.
The long wait for your replacement label was directly linked to a very high volume of calls and emails that our Customer Service Team were attending to since the middle of November. With unprecedented sales during this period, we found ourselves unable to keep up. Again, this is our fault, but we want you to know that we did not mean to make you wait.
Additionally, to put your mind at ease, our regular returns policy is a very generous 30 days from the date of delivery. Had you held on until we sent proper the return label on December 15th (12 days after receipt of the parcel) you would still have had over 2 more weeks to return it. As it is outlined on our website, our returns are completely free, which is why we cannot cover the cost for returns that you arrange yourself. We appreciate your understanding.
Lastly, once a parcel arrives at our Warehouse, it must be sorted and processed. Again, the delays in this timeframe were due to high volumes of returns, but we tried our best to get through them as quickly as possible.
Please accept our most sincere apologies that this was not your best shopping experience with us. But, please do know that we appreciate your feedback and we will use it to make improvements for the future.
All the best,
Felicia
Wrong item sent out and Impossible to return items
Sent me the wrong sized jeans. Tried to return but could not generate a return online. Spoke to customer services who said I should be able to do so within 5 working days. I was still unable to generate a return so they arranged for a courier to collect. Told me courier would have the return label. Courier turned up without a return label. Had to call again to arrange another courier collection. Hopefully I’ll finally be able to return! Wrangler have my money and i have jeans that don’t fit me. I don’t get my refund until they have received my return in their warehouse!
10 November 2021
Reply from Lee Online Store
Hi Georgina,
We are sincerely sorry for the less than satisfactory shopping experience you had with us. While we cannot change what happened, we can most definitely promise to use this info to improve our service going forward. I can see that your refund was processed on November 24th and the funds should now be returned to your account. Please feel free to get in touch if you have any further doubts. We very much appreciate your patience with us and with our shipping partners. Next time will be smoother for sure!
Happy holidays!
Felicia
Really helpfully arranged a courier to…
Really helpfully arranged a courier to collect my return when the labels didn't work in the collect plus shop. Only downside is the parcel takes quite a while to arrive in the first place. Staff very helpful tho.
29 October 2021
Reply from Lee Online Store
Hi Freya,
Thanks for sharing your experience. Even if Plan A doesn't work out we are always quick to provide our customers with a Plan B!
Sorry to hear about the wait times. We are currently seeing some delays due to knock-on effects of Brexit. We hope to be back to full speed soon!
Have an excellent weekend!
Sincerely,
Felicia
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