“I’m still waiting to receive my item I ordered 5 weeks ago! Wouldn’t buy from this company again. They’re in no rush to send out a replacement and keep telling me it’s in stock, then there’s a delay with them receiving stock. Sounds like nobody has actually bothered to find out where my order is. Very poor service received.
If it doesn’t arrive this week I will be expecting a full refund as it shouldn’t take this long for a basic item to arrive.”
“I should have done some research about Lost Universe before placing an order with them. I placed my order at the beginning of December as the website mentioned that it would take between 5-7 days to dispatch it. After 11 days, the order had not been dispatched and I had not received any update via email. I had to call their Customer Service twice, they mentioned they would call me back but they didn't. I finally cancelled my order as I am going to my hometown this Friday and it would have not arrived on time (it was supposed to be my brother's Christmas present). Will never buy through Lost Universe again.”
Thank you for your review. I can see that the order was dispatched by Royal Mail, and they just need to update the tracking - this is usually done within 48 hours, but they are dealing with such a huge amount of parcels that their online tracking is updating much slower than usual and has been crashing over the last few days.
Deliveries are running slightly slower at the moment (about 7-10 working days).
If you haven't received it in the next few days please do let us know and we will chase it up for you at help@lostuniverse.com
Hi Dennis, Thank you for your review.
I can see that the order was dispatched by Royal Mail the day after you ordered, and they just need to update the tracking - this is usually done within 48 hours, but they are dealing with such a huge amount of parcels that their online tracking is updating much slower than usual and has been crashing over the last few days.
Deliveries are running slightly slower at the moment (about 7-10 working days).
If you haven't received it in the next few days please do let us know and we will chase it up for you at help@lostuniverse.com.
Hi, Thank you for your review. I can see that the order was dispatched by Royal Mail, and they just need to update the tracking - this is usually done within 48 hours, but they are dealing with such a huge amount of parcels that their online tracking is updating much slower than usual and has been crashing over the last few days. It should be with you shortly.
Hi, Thank you for your review. I can see that the order was dispatched by Royal Mail, and they just need to update the tracking - this is usually done within 48 hours, but they are dealing with such a huge amount of parcels that their online tracking is updating much slower than usual and has been crashing over the last few days. It should be with you shortly.
Hi Ami,
Thank you for your review. The tracking on your order is showing that it was delivered on Saturday 12th. If this is not the case please do send us an email at help@lostuniverse.com so we can investigate this with Royal Mail for you.
Hi, Thank you for your review and we're sorry to hear the item came faulty! We hope the customer service team have been able to sort the refund for you. If not please do drop us a message at help@lostuniverse.com so we can help.
“Took to long to ship items. When I inquired it seemed they had forgotten my order and in the end had to refund me for one item as it wasn’t available after two weeks after ordering. Wouldn’t use again”
Hi Neil,
Thank you for your review. We are so sorry you were let down this time on this order. It looks as though our supplier let us down on our stock quantities. We are always looking to improve so really do appreciate your feedback.
“Fed up of businesses asking for reviews before items are even received
Asking about deliveries what a joke no notification yet after 10 days who knows when it will turn up
Always quick to take money though”
Hi Adrian, Thank you for your review. We are happy to see your order arrived but are terribly sorry for the delay in shipping. We will certainly be looking at ways to speed things along and really appreciate your feedback. LU
Hi Donna, Thank you for review. We are always looking to improve and will certainly be looking at our correspondence and keeping customers up to date. We really appreciate your time and feedback. LU
“I ordered on the 19th November and still haven’t received my parcel. I had no updates on issues with my parcel until I followed up and currently my parcel is stuck with a delivery company with no response from Lost universe on next steps etc.”
Hi Lesley, Thank you for your review. We can see from the tracking on your order that it has been dispatched and it's on it's way to you. Royal Mail are dealing with a huge amount of parcels at the moment so delivery is a little slower, but it should be with your shortly. LU
“You are asking me to review a item I still haven't received. Still waiting for a item I purchased 3 weeks ago for my sons birthday which was 2 weeks ago! Like a lot of customers have been saying, it says 3-4 days fast delivery, far from it! Every email I recieve from customer service blames the delay on royal mail, I've since ordered many items from other companies that I've arrived by royal mail, so I don't believe what you are saying. I would like the item to arrive ASAP, you were soon to take my money so I expect a prompt delivery. Shocking company to then send a review email, it's like laughing in my face.”
Hi Rick,
Thank you for your review. We can confirm that the order was shipped by Royal Mail and should certainly be with you by now! With that being said, we have issued a full refund for your order and this will appear in your account shortly. We do apologise for the trouble with delivery and thank you for your feedback. LU
“Atrocious service. Felt as if lied to the whole way through after chasing product gor a month after order. Never got it but got a refund, even that wasn't done properly.”
Hi Sandra, Thank you for your review. We are so sorry to see what happened on your order. The item was dispatched and it looks as though it has been massively delayed by Royal Mail. We do hope it still arrives at some point, but glad to see you received the full refund in the meantime. LU
“I placed an order the middle of October and still not received it. I have had to chase on several occasions to find out where my order was. Apparently it was despatched last Monday but I don't have it yet!”
Hi Keeley,
Thank you for your review. This item was a pre-order, but was sent out last Monday as soon as it arrived with us. Royal Mail are running a little slowly at the moment, but it should hopefully be with you in the next couple of days. If not please drop us an email and we can sort this for you at help@lostuniverse.com. LU
“Absolutely appalling service. Huge delivery delays (over 2 weeks) without keeping your customers notified of progress. Lies regarding dispatched goods. Broken promises. Customer service telephone line doesn’t always work. 72 hour wait for email responses. You cannot be trusted as a company to do the right thing. I think Trading Standards should be notified as you are not fulfilling orders honourably.
Disgraceful amount of intensive social media marketing taking place to get more trade, when you can’t even look after current customers who are waiting over 2 weeks for their purchases. Your strategy is morally wrong. You sincerely don’t seem to care about your customers at all.
As for the questions in the review - my delivery was not on time. You never sent it. The situation took weeks to resolve from the date of purchase. Battled to get a refund. By means of apology you offered an insulting 10% of next purchase - how on earth do you think people would buy from you again after such a horrendous experience!”
Hi there, Thank you for your review. We are so sorry for the issues with this order and really appreciate your feedback on how we can improve in the future. Do get in touch if you have any other questions or if we can make it up to you in any other way. LU
