Liorys レビュー 41

Liorys からの回答

2025年8月11日

Hi,

We’re really sorry to hear that your items didn’t fit as expected, and even more so that you’ve had trouble getting in touch with us. That’s far from the experience we want to provide, and we sincerely apologise for the lack of response.

While we’re currently operating with a simplified return process to reduce waste and make things more efficient, the fact that you didn’t receive clear instructions, or any follow-up despite multiple attempts, is completely unacceptable, and we take full responsibility for that.

We’ve now located your order and confirmed that your refund has been processed. The amount should reach your original payment method within the next few days, depending on your bank or card provider.

You don’t need to return the item, we’d never want to inconvenience you further after all this trouble.

We’re a young brand going through a period of very fast growth, and while that’s exciting, it’s also exposed some gaps in our systems that we’re now actively fixing, especially around customer support. Your feedback is being heard, and it’s helping us build something better.

Thank you for your patience, and again, we’re truly sorry for the frustration caused.

Warm regards,
The Liorys Team

Liorys からの回答

2025年8月11日

Hi,

We’re truly sorry for the experience you’ve had, and we completely understand your frustration, receiving a faulty item and then feeling ignored when you reach out is incredibly disappointing, and we take full responsibility for that.

We’ve now processed a full refund for your order, and the amount should appear back on your original payment method within a few days, depending on your card provider. You do not need to return the item.

This situation is absolutely not what we want for any of our customers. We’re a growing brand and, while we’ve been working hard to improve our logistics and customer support, we clearly fell short in your case, and for that, we’re sincerely sorry.

We’re also reviewing what went wrong in your communication with us, so we can ensure no message is left unanswered going forward. Every bit of feedback helps us improve, and yours is being taken seriously.

Please rest assured: we are a legitimate business committed to quality and customer care, and we’re actively building a better experience for everyone who shops with us.

If there's anything else we can do to make things right, don’t hesitate to reach out at contact@liorys.com, we’re here and listening.

Warm regards,
The Liorys Team

Liorys からの回答

2025年8月11日

Hi,

We’re genuinely sorry to read about your experience, and we truly appreciate you taking the time to share it even when it’s difficult to receive.

We completely understand how frustrating it must have been to receive an item that didn’t fit properly, and even more so not to receive the replacement or any clear follow-up. That’s absolutely not the level of care we aim to provide, and we take full responsibility for this breakdown in communication.

We’re a small but fast-growing brand, and over the past few weeks we’ve faced an unexpected surge in demand which unfortunately impacted our ability to respond as quickly and attentively as we should have. That’s not an excuse, just context we’re working hard to change. Your feedback is being taken seriously, and we’re actively restructuring our support team and operations to ensure this doesn’t happen again.

We’d never want you to feel ignored or unvalued, and we’re truly sorry for having left that impression.

Please feel free to reach out to us again (or email us at contact@liorys.com with the subject “Trustpilot Follow-up”), we’d love the chance to make this right for you.

With our sincere apologies,
The Liorys Team

Liorys からの回答

2025年8月1日

Hi Bea,

Thank you for your review — and we're truly sorry for the frustration caused during this experience. We completely understand how disappointing this must have been, especially for such a meaningful occasion.

We’ve since located your daughter’s order and can confirm that the refund was fully processed on July 25th. We also sent a follow-up email with the details to ensure everything was resolved on your end.

As a new brand still building our systems and processes, we are learning from feedback like yours every day and working to improve how quickly we respond and assist.

Thank you for your patience — and again, we’re very sorry for the inconvenience caused.

Warm regards,
Liorys Customer Care

Liorys からの回答

2025年7月18日

Hi, thank you for taking the time to share your experience.

We’re genuinely sorry that the reviews at the time made you feel unsure about giving us a chance. We completely understand your caution, and we’re glad the refund process was smooth for you.

We’d also like to share that we’ve since changed suppliers and significantly improved the quality of our products. We’re listening carefully to every review and actively making changes from the materials used, to our customer service structure, to logistics, in order to deliver the experience our customers truly deserve.

We hope you might consider giving us another try in the future 🤍

Liorys からの回答

2025年7月17日

Hi Holly,

We’re truly sorry for the experience you've had — and for the delay in responding to your emails. Please rest assured that we are not a scam. If that were the case, we wouldn’t be delivering products or processing refunds.

That said, we fully understand your frustration, and we apologise for not being able to meet your expectations this time. We’ve processed your full refund today, and it should reflect in your account within the next few days depending on your card issuer.

We’re a small and growing business, and while we’re grateful for the demand we’ve received, it has also come with some growing pains. We are actively improving our customer support processes and working closely with new suppliers to enhance the quality of our items and the speed of returns and refunds.

Thank you for your feedback — we’re taking it seriously and using it to improve.

Kind regards,
The Liorys Team

Liorys からの回答

2025年7月17日

Hi Nicki, we're truly sorry you’ve had this experience. We’d like to reassure you that we are not a scam, we are a small business still refining our processes, and unfortunately, this has led to delays that are completely on us.

Your refund was processed today and should appear in your account shortly. We’ve also taken your feedback seriously and are working hard to improve both product quality and response times.

Thank you for your patience, and again, our sincere apologies for the inconvenience.

Liorys からの回答

2025年7月17日

Hi Daisy, thank you for your honest feedback and we’re really sorry that the jeans didn’t meet your expectations.

The buttonhole design you mentioned is how our supplier currently manufactures the item, closed intentionally so it can be adjusted for comfort and fit. That said, we understand this isn’t the standard in the UK, and we’ve already requested that future pieces be sent ready to wear.

We’ve processed a full refund for you and there’s no need to return the item. We're also looking into improving the overall quality of this model.

Thank you again for helping us grow, we’re a new brand doing our best to improve every day.

Liorys からの回答

2025年7月17日

Hi Hayley, we’re really sorry for the delay in getting back to you and for the experience you had with your order.

We’ve now processed a full refund, and there’s no need to return the item. We’re a small team currently expanding and training new staff to ensure we can respond more quickly and offer better service going forward.

Thank you for your feedback, it helps us improve.

Liorys からの回答

2025年7月9日

Hi, we're truly sorry to hear this. We're a small UK-based brand still getting organised, and unfortunately we didn’t meet your expectations this time. Your refund has already been processed, and we’re working hard to improve product quality and our customer service. Thank you for your feedback, it helps us do better.

Liorys からの回答

2025年7月17日

Hi, we’re truly sorry you had such a disappointing experience. We understand your frustration and want to confirm that your refund has already been processed in full.

Liorys is a new brand, and although that’s no excuse, we’re still establishing our logistics and support operations. We’ve faced unexpected growth recently, which unfortunately impacted our response times, something we’re actively working to improve.

We are not a scam, and we take every piece of feedback seriously to improve both product quality and customer experience. Thank you for taking the time to share your concerns, we genuinely hope to earn your trust in the future.

Liorys からの回答

2025年7月17日

Hi, we’re truly sorry to hear about your experience and the disappointment caused.

We acknowledge that your order didn’t arrive on time, and we deeply regret that the item didn’t meet your expectations. We've now processed your full refund, and we apologise for the lack of communication during that period.

As a new and growing brand, we’ve faced unexpected demand, which unfortunately affected both our delivery timelines and our response time. That’s not the standard we aim for, and we’re now expanding our customer care team and improving quality checks with our suppliers to avoid this in the future.

Thank you for your honest feedback, we’re learning from every case.

Liorys からの回答

2025年7月17日

Hi, we’re really sorry for the delay with your order and for the frustration caused by the lack of communication. We completely understand your disappointment and want to confirm that your refund has already been processed in full.

We're a new brand and have recently faced a sharp increase in orders, which unfortunately affected both delivery times and response rates. We're currently expanding our support team and improving our processes to ensure faster, more reliable service going forward.

Thanks again for your feedback, it truly helps us improve.