Lilli London

I love little trend places and was excited to go into this store. I was greeted by a lady and not sure if she was the owner, but she started to help me. I was admiring a shirt and she showed me some similar one but then told be the price and actually said, «well that may not be in your price range as we are a high end boutique» I was shocked. I was dressed very nice and actually was interested in getting it until she said that. Then she pointed to the discount rack and said that might be closer to what you are looking for. I am not sure why she was treating me this way but I went from being so excited and loving the quality of the items to just down right offended and wanting to leave. Customer service is huge in any business and suggest they work on theirs.

I purchased a $ 300 purse, reduced by the owner in support of «Support Small Business Weekend» from this high-​end, supposed to be high customer service business on 11/​25/​2011, to $ 149.50 plus tax. Long story short, the purse broke within under a month, it was a piece that was vital to both the purses security and aesthetics. Going through a serious illness & being hospitalized every 4 weeks at this time and to this date, I was unable to deal with the issue immediately. I contacted the owner Ash in February & he was very nice, told me to get it to him by 2÷25÷12, he was leaving for Australia & would return with it either replaced or repaired the first week in March. Did not hear from him, dealing w/​illness & was not priority, called in May & he was less than cordial, said he had not been able to fix it, he would contact me when it was repaired. On 8÷4÷12, after extending every courtesy I could, I emailed a request, giving him 10 days to refund my money. He did not refund my money, he did not respond to my email which Samira, I think his wife or co-​owner or both acknowledged he saw and apologized, told me it was repaired & she would send it to me which she did & include a $ 25 gift card for my troubles. The purse was returned with substandard and obvious and shoddy workmanship, their were now 2 poorly repaired spots and the $ 25 gift card was in fact a promotional postcard they send to all of their customers offering $ 25 off a $ 100 purchase so basically she so generously (NOT) offered me the opportunity to drop another $ 75 in a store that has shown that it places its customers satisfaction as a low priority. I extended every opportunity and goodwill opportunity with not only no success but an insulting ruse to «gift» me what was not a $ 25 gift card but instead what I considered an insult to my intelligence that they thought I would find this remotely a satisfactory solution to a problem that has been intentionally delayed and ignored for 9 months. I offered them the opportunity to remedy this with a refund as they had my purse the entire time in August, gave them 10 days to do so and they didn’t even find me worthy of a response. As soon as they saw this would possibly cost them money, miraculously the purse (I believe only attended to during this 10 day period) was ready and sent to my home in an envelope folded flat and without care. I would be weary to shop at such a high end store with such practices. I can only hope this will be remedied because I did find Samira to be responsive and exceptionally kind and do not know if she was aware of the substandard repairs made to this purse but by her lack of contact since I did call yesterday to once again resolve this once again, to me speaks volumes to their collusion to deny me a proper refund, although the more I hear from others and the emails responded to that I am not the only one that has had these types of problems. So I feel excellent with a fair and proper complaint that might possibly encourage change :-).