I have ordered some boots which have not arrived, When contacting customer services I am told they cannot refund me until the courier advises that they are actually lost with no time scale given. This is totally unacceptable as my contract is not with the courier but with Lovell Rugby who have my money and have not supplied the boots I ordered

Ordered 22nd November 22nd stuff for my son for Xmas still waiting 8 e mails sent one shocking reply from some plonker ..where is my stuff will it be here for xmas???does anyone know if care?? Money gone out 3 weeks ago you've taken my money no orders I phoned no answer what an embarrassment

Ordered some shoes on eBay. Sent me the wrong size shoes. I followed the returns procedure on eBay and sent them back the next day to the address on the paperwork that eBay generated. After weeks of the parcel not being delivered, I contacted them only to be told they're not using that warehouse during the pandemic, and that I should have checked their website for instructions. Bear in mind I sent them back before lockdown, and I didn't buy from their website, I bought from eBay, so why should all check all their points of purchase and compare their returns procudures? By that logic I'd expect their staff to spend the same amount of time checking what they are actually sending me and we could avoid the problem in the first place. It's also not my fault if they forget to update their returns procedure on eBay. The customer service rep stopped responding after suggesting serveral times that I was at fault the return couldn't be delivered. After two months I got a refund, but less the postage costs. So the cheeky ***** send me the wrong item and I'm out of pocket for the delivery, and they won't even refund me my own cost for having to sending the incorrect item back. So to summarise, I'm over £10.00 out of pocket and they had my money for two months and I've wasted a couple of hours dealing with some customer service rep on eBay who suggest I'm at fault. Just avoid them, it's not worth the hassle.

I know I should have checked before ordering but didn't realise returns needed to be paid for. I then lost the tracking number and even though all the paperwork was enclosed, they wouldn't help. Delivery in the first place was slow (before Covid19) and not free either! On line companies need to be better than this

Shocking. Paid for items that the website said was in stock and later turned out they never had them to sell. Also asked basic questions about which weights fitted which bars. They didn't know and apparently they couldn't ask there suppliers. Seriously the worst company I've dealt with Selling phantom products and not even knowing basic answers to what they sell. Sounds very much like a fake website to me.

I have never had such poor service - I paid for express delivery and called the company when my trainers hadn't arrived. They told me I had signed for them. I was at work. They had left them with an elderly neighbour down the street and a courier had forged my signature. No card was left to tell me where they were. I finally got the trainers 4 days later - too late for the tournament my daughter needed them for. No paperwork in the parcel. No courtesy call from the company to apologise for my signature being forged. I would give no stars if I could.

Ordered boots, never came, contacted Lovell said not their problem blamed Hermes, Hermes claimed rugby boots were posted through the letter box! Jokers then blamed Lovell. Took 10 days to get a refund following Lovells pointless advice of waiting more time. Wrote similar comment to this on their Facebook page, got banned for "racist comments" but could not substantiate. All in all no customer service and no willingness to listen or rectify. Never using again.

After looking through the website and carefully selecting the size based on the chest measurements, I ordered what I thought would be the correct fitting shirt. Unfortunately, there is a glitch on the website so what I ordered wasn't what I originally wanted. Lovell decided not to take responsibility for this mistake and said I had to pay to get a refund. The person on the phone spoke to me as if I was lower than him and failed to admit that the website has problems. It's a shame as I have ordered before and now Lovell have lost a customer. Now I'm stuck with a product that I didn't order and nobody wants. Never order from Lovell.

Got in contact with lovell rugby and was replied to straight away. Had a problem with a pair of boots which was quickly resolved. Constant contact throughout process with very quick replies. Cannot fault at all! Would recommend to anyone

Ordered a few pieces of kit and paid for express delivery. Parcel didn't arrive on the designated day. I called the following day to be told it wasn't Lovell's error, it was Parcel Force's. They promised me they would speak to Parcel Force and then call me back. No one did. I had to call four times throughout the day for updates. I called again, just as they were closing, and was told that they had passed my number to Parcel Force and they might call me. No guarantees though, and still no apology, just the usual blame throwing. Sure, I'll probably get a refund, but that's not the point. That'll take a few days to come through and even then, I still won't have the kit I required for the game I have tomorrow. Extremely disappointed and frustrated. LT

Best rugby site around. Diverse range of products and always deliver promptly. Have been buying from here for ten years and never, ever had a problem. One request though. Can they offer official numbering (premiership, Canterbury etc) styles for personalisation of shirts. That would be ace

this is the worst customer service i ever had to deal with damn. i been buying from them a long time and its getting worst and worst. i order my stuff two weeks before preseason and its not here yet. they said i have problem with my address cause they send it to my old address. i ask them i need my stuff asap but i have to wait till the order get back to the warehouse and they will send it to me. now i have to wait another 2 weeks wow this is my last time ill use this side.

I have bought 3 pairs of boots, one personalised over the last three years. Always top class service and when I bought a Super 15 shirt which was too big they happily returned it and replaced it with what I wanted. Out of all the rugby sites online Lovell is the one I always go back to time after time, and I really like the free delivery if you're buying a few items. Another bonus I find is the variety of clothes and equipment, and the wide selection of shoe sizes; as often most websites do not have my size.

Would have given them no stars if possible. Absolutely aweful service. Paid for my item and it still has yet to arrive. They say it was delivered but guess they assume I waste mty time trying to get multiple items. They won't send another one out "in case the other one arrive". It clearly hasn't and won't. Total ripoff merchants - don't use them under any circumstances. Absolute rubbish!!!!!