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Business Profile

Online Retailer

Lucy In The Sky, Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 472 total complaints in the last 3 years.
  • 76 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/04/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a dress and have Ive been trying to return it with no response from the company. Their policy says they respond within 24 hours and it has been longer than that. They gave me a hard time about returning it as well. I just want to send the dress back and get my money back.

  • Initial Complaint

    Date:03/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought an item from lucy in the sky about a week or two ago and the item came in malfunctioned. The dress I got was a corset but when it arrived there were holes in the inside of the dress and pieces of plastic were falling out of it. I received one email from them back saying I could get a replacement dress and Ive heard nothing since (been three days). I expressed how important this is to me as I have an event in a week and now would have spent money on something for nothing because I cannot wear that dress since it is falling apart. I havent gotten any emails back and there is no other way to contact them. I was given the option to get a new dress sent to me and I went with that option not even a refund because I understand how hard it is to refund. The dress didnt cost me a lot only around $40 ish dollars but the point is that I ordered this and I shouldnt have to buy a new dress and spend more money at another company with such little time that I have left because this company is being unprofessional.

  • Initial Complaint

    Date:03/17/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently placed an order from Lucy in the Sky for my daughter, ***** **** (through her account), and when the dress arrived, she noticed a hole next to the zipper. Additionally, the overall quality was unexpected. The fabric irritated her skin, making her feel unbearably itchy and prickly due to her eczema. I understand that Lucy in the Sky typically offers refunds in the form of store credit, but I also read the policy that under certain circumstances, they allow refunds to the original payment method. Given the defective condition of my item, she reached out to their team to request a full refund. However, they refused and insisted that the flaws were likely due to the factory process which I find highly irresponsible for a clothing company. Despite their response, her photos clearly show that the dress is unwearable. Given the products condition, I believe a refund to my original payment method is warranted. My daughter and I are truly disappointed with the responses from their team and our overall experience purchasing from Lucy in the Sky. I would greatly appreciate any assistance from the BBB in resolving my request.

  • Initial Complaint

    Date:03/07/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The business refuses to send money back to me. I provided explanations why a store credit does not work for me, numerous times (see attachment). They keep saying I agreed to their return policy - I admit to not reading their fine print - but who doesn't give refunds in the retail world? There is nothing the retailer has that I want (my husband made the purchase originally without my knowledge). They don't want to make an exception in this impossible situation. I want a refund sent to me as a check or credited to the credit card.

  • Initial Complaint

    Date:02/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i ordered a dress for my daughter from Lucy in the Sky. It is a yellow dress ( described on their website as 'Shimmer Lace Up Dress in Yellow'). when dress arrived, it is yellow with a lime green liner and the laces in back are also lime green, which shows through. she did not like the color. it is advertised as yellow, not yellow and lime green. so we packaged the dress back up and paid to ship back for a refund. my daughter did not even try on as she did not like the color. i then received the package back in the mail with a hand written note on the label 'stained'. i have looked over the entire dress. it is perfect. i chat messaged lucy in the sky inquiring about this. they sent a photo which looks like a shadow on the inside seam of the dress and said it is dirty. mind you, we did not try on this dress and there is nothing on this dress that is 'stained' in any way. not make up, not deodorant, no soil or liquid stains. it was in the exact condition that they sent it to **. the representative told me since they already shipped it back to me they will not make an exception regarding the color, again telling me it was stained. i told her it was very poor customer service and i was reporting them to the BBB and she disconnected our chat. horrible service. i have the dress in front of me. there are absolutely not marks or stains. i attached photos of the dress, and order. i could not send photo of chat when i was trying to resolve it directly with them as the agent disconnected our chat and it disappeared when i said i was contacting BBB. requesting refund

  • Initial Complaint

    Date:01/28/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sent a return back 2 weeks ago and the postal service said they were unable to deliver it because the business is closed. The company said they will only give a (store credit) refund when they have received the product. Their store being closed and unable to deliver at is however not my fault and I have done everything correct. I was initially fine with the store credit refund because I was planning on exchanging the dress I bought for another item but now I want a full refund back to my method of payment because I will not be shopping here again after this.

  • Initial Complaint

    Date:01/23/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order number ******* We returned the dress because it did not fit right. We were suprised to have the dress returned to us. I sent the following email on Jan 21. Today I received my return of order ******* back, and online is says it was returned back to us due to it being dirty. There is absolutely nothing on the dress. My daughter tried it on for 3 minutes and then we put it back in the packaging due to the fact that the top of the dress hung oddly. Please send us a new return label, as there is nothing wrong with the dress.I received the following in return: ***** *. (Lucy in the Sky)Jan 22, 2025, 8:59AM PST Hi, Per our FAQ: All items MUST BE RETURNED IN NEW UNUSED CONDITION. If a product is returned with signs of use or wear, damage, scuffs, makeup, hair, deodorant, perfume or any other signs of wear, it will not be accepted and returned at the cost of the customer. This was the condition we received it in- (picture of dress with speckles of white on it) Regards,LUCY IN THE SKY, INC. From:********************************** Wed, Jan 22 at 6:58 PM Thank you for getting back to me. I checked the dress again, and there are no flakes on it. Rather, what you took pictures of is the outer layer from the inside, and it is glitter showing through. Please send me another return label. image2.jpeg image3.jpeg Best, ******** This is the response I got on 1/23 ***** *. (Lucy in the Sky)Jan 23, 2025, 8:58AM PST Hi, Once an order has been shipped back, it can no longer be accepted for return. Regards,LUCY IN THE SKY, INC.

  • Initial Complaint

    Date:01/15/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Company did not believe me that something I returned had been unworn/unused by me no matter how many time I reiterated it. Did an exchange, then claimed they do not do exchange. Was refunded by them in prior purchases. Very very poor customer service and just want to send back their dresses and to be properly refunded to my credit card.

  • Initial Complaint

    Date:12/20/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On October 30, 2024 I ordered two dresses. They were too small so I returned them. The return was accepted by the company and the app said it was refunded. I never received a refund. Before the return was accepted, I ordered two more dresses. I returned those as well. The second order was returned to me as "damaged." No refund given. I accepted that. I wrote to the company seeking the refund for the first order. They just returned those two dresses to me yesterday as "damaged."

  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered a dress which was faulty due to poor material and construction. I requested a refund because the structure of the dress was not the same as the advertised dress. The customer service representative even admitted a fan blowing on the model to make the dress look full, not limp and lifeless. They have refused to issue a refund and only have offered store credit. Based on the service and quality of the product received, I do not wish to have a store credit.

Lucy In The Sky, Inc is NOT a BBB Accredited Business.

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