“4 out of 5 items that I ordered arrived smoothly, but the last one has descended into farce. I still do not have it 17 days after my order was placed when it was due within 3, but the worst part is the customer service. Something internal has gone wrong and I keep getting messages (maybe as many as 50!) to say things like they are chasing their warehouse team/things need to be coordinated/they will update me asap, but nothing of any substance, despite me (1) being told 2 days ago, that someone will attend to the issue manually and get the item shipped asap and (2) specifically asking for no more courtesy replies that actually contain no useful information. They have discounted the item, but I wanted it for a birthday present 6 days ago, so it will be at least a week later than that when/if it arrives and a minimum of 15 days later than stated at the time of purchase. Mistakes will happen, but Lost Universe just appear to be incompetent when it comes to resolving one.”
Thank you for leaving a review! We are extremely sorry to hear that you are not satisfied with the service provided. Please, accept our apologies for such a big delay in sending the items to you. Your order was shipped out with an express delivery yesterday so you should receive it shortly. Additionally, 20% refund for the item that was delayed has been processed and should be already shown in your account. Thanks for your understanding and patience, we do hope you will be shopping with us again.
Thank you for leaving a review!
We are sorry to hear that you had this impression.
Please can you contact us at help@lostuniverse.com so we can help you further?
“Nice looking cushion.... although it's very clearly much much much smaller than portrayed in the picture... I wouldn't have purchased this if I'd have realised its actually size. Camera zoom and angle was a bit naughty and deceitful I feel.”
We're so sorry to hear that the order wasn't everything that you were expecting. If you've still got any queries with the order or you would like to return it then please contact our customer care team via email at help@lostuniverse.com. We're always happy to help.
Thank you for leaving a review!
We are sorry for this situation and any inconvenience caused.
Please can you contact us at help@lostuniverse.com so we can help you further?
“Sent me a wrong item, and not telling me I have to sort it before they can send me refund or anything, when it was there mistake, I don’t have time for all that, and now they haven’t responded to my message. Will never use again”
Thank you for leaving a review!
We are sorry for any inconvenience caused.
Please can you contact us at help@lostuniverse.com so we can help you further?
Thank you for leaving a review!
We are sorry to hear that you have experienced this issue.
If we can be of any further help, please contact us at help@lostuniverse.com.
“First order lost at Hermes central hub. Not the suppliers fault but it is how you deal with customers when things go wrong that is the key to success. After contacting customer service was advised I would have to deal with the carrier myself with the issue! After further emails and chat contact reminding them that under consumer regulations it is the supplier not the customers that are responsible for the carrier as they contracted the service with them, they have promised a further update. Will wait and see if the items ever arrive but based on this first order experience, have been put off using again due to the lack of customer support shown when initially notified of the issue. Note all the above is evidenced by emails and chat screenshots in support of this review. Now waiting to see if over £200 worth of order ever makes it to me
Update: So replacement order has arrived but 3 our of the 8 items ordered were not even mentioned on the despatch note so am now on chat yet again. Told it is an IT issues (how can this be good customer service!!!) So out of a £216.00 order, I am still missing over £75 worth of paid for items!
Am losing faith completely in this company!!!”
We're so sorry to hear that the order wasn't everything that you were expecting. If you've still got any queries with the order or you would like to return it then please contact our customer care team via email at help@lostuniverse.com. We're always happy to help.
“First & last time I use this company. Ordered a desk & they sent the wrong one. I’m now having to wait in for 5 hours for a courier to pick the desk & they won’t send out the correct item until they have received the old one. Originally picked this company because we were looking for a quick delivery however a week down the line & we have no desk & are £150 out of pocket.”
We're so sorry to hear that the order wasn't everything that you were expecting. If you've still got any queries with the order or you would like to return it then please contact our customer care team via email at help@lostuniverse.com. We're always happy to help.
“Bogglin arrived damaged and with no extra padding in the box so it was free to bashed around in transit. Customer service wasn't helpful at all. Won't buy from here again.”
We're so sorry to hear that the order wasn't everything that you were expecting. If you've still got any queries with the order or you would like to return it then please contact our customer care team via email at help@lostuniverse.com. We're always happy to help.
Thank you for leaving a review, Hannah. We are sorry to hear about the issue with your order and the lack of communication from Lost Universe. We try to improve daily and apologize for any inconvenience caused.
Thank you for leaving a review Joanna and we are sorry to hear that there is an ongoing delay with your pre-ordered purchase. If you've still got any queries with the order or you would like to return it then please contact our customer care team via email at help@lostuniverse.com. We're always happy to help.
“I am very disappointed by Lost Universe. I preordered a Boglin last May, and was supposed to get it at some point in August, and never got it. I never had any update about the delay. I contacted them but their customer service representatives are not consistent: One says it's out of stock, another one says It's been shipped, but I never had any update or information about the shipping, whereas I am supposed to be informed by text and mail. I used to be fairly happy with LU but now I wouldn't recommend this website at all.To me, the transparency and shall I say, the honesty, seem to be questionable.”
Thank you for leaving a review, Jonathan. We are sorry to hear about the delay with your order and the lack of communication from Lost Universe. We try to improve daily and apologize for any inconvenience caused.
Thank you for leaving a review and we are sorry to hear that your order hasn't arrived yet. Please can you contact us at help@lostuniverse.com so we can help you further.
Thank you for leaving a review! We are sorry to hear that your item haven't arrived yet. Please can you contact us at help@lostuniverse.com so we can help you further.
“80% of my order wasn’t in stock but allowed me to go ahead and purchase online! I bought the products as gifts only to be told by email that I’m being refunded for those items. I wish I was made aware that these items weren’t in stock sooner (at time of order) so I could at least had a birthday present ready in time for my cousin!!”
Hello! We’re sorry that this order didn’t work out, but we hope we can help you with some awesome stuff in the future. We’re here to help when you’re ready!
“Purchased a xrocker bed and on order form it said 4-5 days delivery this was not the case and told me xrocker delivery within 10 days! False advertising! Then eventually bed arrives I put up and LED's aren't working properly rang up and complained nothing, eventually I got a email 3 days ago say xrocker will arrange for it to be collected! Xrocker haven't been in contact and I'm left with a half built bed with no solution... absolutely dreadful customer service and this will stop me from using company again”
Thank you for leaving a review! We are sorry to hear about the issue happened. Please can you contact us at help@lostuniverse.com so we can help you further?
