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Reviewed June 16, 2022
Tried to return a hat, which I purchased two of different sizes, and decided to keep one. Lids.com denied my request, being 5 days late from their own "policy". For the record, Fanatics, which owns Lids, has a 365-day return policy, while Lids has a 90-day. Confusing, being the same company. Could've at least offered a exchange credit, in my opinion. Within the same week, back with customer service, on why a hat wasn't delivered yet. Stated it would be delivered in 3-7 business days. Now on day 14. I would not recommend to shop here.
Reviewed June 15, 2022
I made a purchase of a custom jersey as a birthday present. The website told me that it would ship the next day, so I ordered as I needed it in a week. When I received the email confirmation it told me that the shipping date would be more than a month later. I immediately called to cancel the order, but was told that the order was already started, and couldn't be cancelled. (If it takes a month to put custom name and numbers on a jersey, then they have bigger issues than customer service).
Once the Jersey arrived I tried to return it, but was told that custom orders can't be returned. I have argued relentlessly that their website promised next day shipping on the order, and that was the only reason that I bought it. They don't want to stand by the promise that the website makes, and refuse to refund my money. Lids is a shady unethical company that lures you in with false shipping dates. I will not buy from Lids again, and would advise anyone not to shop there.
Reviewed Jan. 13, 2022
Worst shopping experience of my life. Lids.com (AKA Fanatics) should have a disclaimer on every product page that states that it will take over a month for orders to be delivered (if at all). Please DO NOT order from this site or you will wait endlessly for a product that is never coming. Waited over a month, only for their support team to tell me that my order was "Lost in transit" twice. It's basically a scam website that doesn't honor any delivery commitment. You have been warned.
Reviewed Sept. 13, 2021
Scammed me out of $150 and then refused to refund me. Worst company I have come across. Do not shop here unless you want to be ripped off. Hours of my time and hundreds of dollars wasted on a company that does not care about customer service.
Reviewed Aug. 28, 2021
I ordered a jersey from them. I ordered on August 12th, and the shipping time said 3-7 days. I waited a month to finally receive my order. When I opened the package the jersey wasn’t there! Very shady.
Reviewed Aug. 18, 2021
I'm 55, so talked to many Customer Service agents in my life. Lids is the WORST I have EVER encountered. Their CR people are rude, unhelpful, inept (I had to give them the product ID - they couldn't find it). They did bait & switch with coupons. God forbid you have a return - that will cost you $9.99 for shipping!!! No one should EVER purchase from this company. Class Action lawsuit should be filed for deceptive practices. BUYER BEWARE!!
Reviewed March 23, 2021
I made a return and asked for my receipt back and I was denied... When I came in the associate was on a personal call and I waited although I shouldn't have to. I greeted her and she didn't greet me back... Fine. I explained I had a return. She asked why, I stated it had nothing to do with the hat. She snatched my receipt and I asked her "Did you just snatch my receipt ma'am?" And she said, "No why would I do that"? I stated, "You did, so only you can answer that." I explained she didn't greet a customer and made me wait for her on a personal phone call.
I explained that, "I am the only customer so you can continue your call when your done with me so please don't be rude"... She abruptly wanted me to sign a receipt and said, "Have a good day!" I asked for my original receipt with the returned receipt and she gave me nothing!! She stated, "Store policy is no return receipts!!" I have never heard of such.. I asked her name and she refused. She stated she does not give her information out.. I expressed I would be lodging a complaint and it was then I asked to take a picture of my receipt and also recorded her disgusting customer service. She then states her name is Taylor.... I will NEVER SPEND MY MONEY HERE AGAIN....
Reviewed Dec. 30, 2020
I went to Lids at Concord Mills and the worker had an attitude before I even went inside. Because of Covid, they only allowed a few people inside at a time, which I understood so I did not mind waiting. He first had an attitude when he let the door down and told me I had to wait. Once I went inside, I politely asked for help with customizing a hat and he still acted as if he did not want to help me so I just said thank you and left empty handed. This experience bothered me because I work in customer service as well so I understand how annoying it can be at times, but treating customers poorly when they’re being nothing but respectful to you is unacceptable. This is not how you should treat people who are coming to spend money with you.
Reviewed Dec. 8, 2020
My son went into Lids to have a picture put on a hat. They told him that they needed to convert a file for him so he can have it printed on a hat. They charged him $25 to convert his picture in a different format. He went there in November and never heard back from them. He tried multiple times to call the Palisades store and never got an answer. When he finally got the salespersons whose name is Brandon on the phone, Brandon told him he didn't want to do business with my son and hung up on him. I then called the store myself and spoke with Brandon. Before I can finish my sentence Brandon hung up on me. I called back and got Brandon again, he said for me to call back tomorrow to speak with someone else because he didn't want to deal with me. He then hung up on me again before I could ask why. I called a 3rd time and got no answer so I continued to call until they answered.
I asked Brandon to not hang up on me since I was not disrespectful and just wanted answers. He finally spoke to me and still had an attitude. After asking him nicely to please assist me he did forward the file to another store since he was not going to be of any assistance to us. I find this extremely unprofessional and lacking any type of customer service that you would expect from a company with a long reputation. I was extremely shocked with this entire experience and cannot understand how Lids can have an employee with such a bad attitude working for their company.
Reviewed Dec. 2, 2020
I stopped in Lids in the Asheville mall to check out some hats and I was being helped by a gentleman named Chevis and he kept being interrupted by another worker named Jess who was being rude. I thought she was being very unprofessional and lacks the respect for her fellow co-workers when he was answering all my questions and was very helpful, I got slightly upset with her and left without purchasing anything.
Reviewed Nov. 3, 2020
I ordered some hats from Fanatics yesterday and they automatically entered a expedited shipping cost of 14.99 to my order which I didn't order or see until I paid already so I called back and canceled the order. I then ordered from Lids thinking they were a different company and they didn't apply my discount code from their website even though it said it was applied but after I punished complete order it removed it. I found out Fanatics and Lids are the SAME company and they both tried to scam me out of my money. I canceled that order too. They play games on their website to get you to pay more so be very careful when ordering and check your receipt.
Reviewed July 28, 2020
I ordered two hats, the ones that came were not the ones I wanted. Tried to return but their site will not recognize my order number of my email. No phone number to to call. Stuck with 2 hats that worthless... DO NOT ORDER FROM LIDS.COM.
Reviewed June 26, 2020
Today my 16 year old wanted to purchase a hat from Lids since he's never owned one. We shopped at Lids at the Square1 Mall In Saugus MA. I felt very proud allowing him to feel independent, and do his own shopping while I waited for him right outside the store. Until, he was told by the Lids employee who typically introduce themselves with the “Hello, can I help you?” Line.??? That she was not interested in helping him. She told him he could not try on the hats, and she could not tell him his size. (NOT EVEN A GUESS??)? She walked away from him leaving him with no choice but to walk out.
I decided to go in with him and help him in getting a hat Because it broke my heart to see the disappointment in his face. This employee ignored me while speaking on the phone the whole time, then refused to help me when I asked for her help directly at her. The worker fixing the store door helped us!!!! While she stood behind the counter. I am raising my kids to know when and how to approach these situations especially in these trying times, but for a 16 year old brown kid to think his skin had something to do with the poor customer service is REAL ENOUGH FOR ME TO WRITE A Review!
Reviewed April 11, 2020
I ordered a baseball shirt with my fiancee's name on it on February 19. 2 months later they tell me it will be another 2 months. I asked for a refund several times but when called they denied it. I have several letters of request one point telling me my email was not on file. Frauds and liars all.
Reviewed March 19, 2020
I ordered two hats for $41.98 plus $7.99 shipping, a total of $49.97. When I received the hats in two separate boxes, they were a size too small for my head. I took a trip to a Lids location to make an exchange and they claimed I could not do it in store and had to ship the hats back. I followed the prompts on Lids.com to initiate a return. I found out that return shipping would cost $9.99. That’s an absurd amount for a package that weighs well under a pound. They populated two return labels, one for each hat. I only used one label and put both hats in one box with the other label because I thought they might charge me twice. To get the right size, I’d have to make a new order and pay $7.99 shipping again. That’s $25.97 in shipping for a simple exchange for size. That’s a lot of money to ship two hats that weigh next to nothing.
But it gets better... they did charge me $9.99 twice for shipping despite me sending the two hats in one box. Out of the $49.97 I paid initially, I received $18.03 refunded to me. So two hats that did not fit which I simply wanted to exchange cost me $31.94 only to end up empty handed. I recommend you do everything you can to avoid shopping online with this company. They are clearly thieves and can’t be trusted to provide quality service. I’ve never seen anything like this before. Their customer service never responded to my message about this theft. I will never do business with this company ever again.
Reviewed Jan. 24, 2020
Order was said to have been delivered, but after two days of searching, it showed up at the post office. It was originally shipped by FedEx with a FedEx tracking number, and Lids email said it had been delivered. Called FedEx and found my order was shipped via something called "smart post." FedEx delivers it to the post office which is then supposed to deliver it to the customer. As a customer, I'm wondering how I was supposed to know this. I called Lids and the customer service rep was snotty and claimed "everyone else gets their packages," so no restitution offered, no real care and no apologies.
Reviewed Jan. 8, 2020
Lids wants to charge me $9.99 for shipping to return a hat. I can mail it on my own for $3.00, but you have to use their site in order to get the address for shipping. I will never use this company again. Buyer beware!
Reviewed Dec. 27, 2019
Terrible company. I have never heard of a company that has both online and retail locations, and you can't return items in store. Got this for my husband for Christmas, and he didn't like the print, so we tried to return in store. No can do. I started the online return process, and they want to charge $9.99 for a return label, when I already paid them shipping in the first place to get this piece of crap here. Never will buy from them again.
Reviewed Dec. 27, 2019
I ordered 2 separate autographed NHL shirts for Christmas for my 2 grandsons. Both were over $250.00 each. I received them but they shoved both into 1 nice presentation box. How do I choose which grandson gets the nice display and the other a generic box. For that price 2 boxes would be expected. I called Lids more than 1 week before Christmas to ask for another box. They were very nice but did nothing. I purchase a lot of sports related items for my grand-kids and I will never purchase from LIDS again.
Reviewed Dec. 27, 2019
Ordered stocking cap 19.99 with 5.00 off promo and free shipping, was charged on my PayPal additional 24.99 for expedited shipping!!! Customer service says part of a promo to be delivered by 24th was nowhere on my receipt for Lids but showed up on PayPal receipt after processing. I would never pay almost 3 times cost of hat for expedited shipping. What a stinking con artist company at Christmas time sticks it to customer!!!
Reviewed Dec. 27, 2019
I received the wrong hat from Lids after they had charged me $23 for shipping in order to receive the item before Christmas. When you receive the item, there is no return label, and if you have to make a return, you must contact the help center just to obtain a return label. There is no call line, you have to join an online chat. I went on in the afternoon, and the chat line turned me away because there was no one to help. It wouldn't even put me in line. I went on at midnight assuming that there would be no wait. It finally put me in line, and I waited about 5 minutes before it said that there was no one to help me, and it directed me to the "submit a question" page. I tried again a few minutes later and was finally connected with a customer service representative. However, the representative was largely unhelpful and quite incompetent.
First, I requested to exchange the wrong item for the correct one. Second, I requested a refund on the Guaranteed by Christmas shipping because I could not give my uncle his gift on Christmas. I am almost convinced the representative was a robot because I explained the items that I had received versus the items I was should have received 4 times before claimed she was able to understand the situation. After this, she sent the return label for the incorrect item, so I explained to her that it was wrong. Once she finally understood, she said that the item I had received was out of stock and she could only offer me a refund. After this, she explained that she had put in an order for the hat that I had already received (I ordered two; one was sent correctly). She said that once it came in the mail, I would have to return that one as well so I wouldn't be charged for it; and when I asked her to just cancel that order, she said she couldn't.
Now I have to send two orders back and will not be receiving the item I originally ordered. She said someone else would be emailing me about getting a refund on my shipping, so she couldn't even take care of that for me. The entire chat took over an hour for nothing to really be taken care of. The inaccessibility of help and the incompetence on every level is almost inconceivable. I am extremely unhappy with this experience and will not be ordering from Lids again.
Reviewed Dec. 24, 2019
I placed an order on Thursday added one day 15.99 shipping was supposed to arrive Friday afternoon. Never received it. I didn’t get no notification that they changed to Saturday. I call Lids they tell me to call another line to get tracking information because they didn’t know why or where the package was at the moment. I call the LS line that they gave me. They couldn’t even tell why the driver didn’t deliver the package. She continues to tell me wait till the end of Saturday to see if I get the package if not call them back and she took my number to pass the message to the driver.
Saturday arrives and nothing gets delivered again! I call lids once again because at this point I had to go to the mall and purchase the items to make sure I had them. They tell me it was delivered at a different location than the address I PROVIDED! && I couldn’t get a refund till a whole 24hrs from the time it was “delivered” to the made up location because it’s one of the policy’s. So I call Sunday to get my refund and the man on the phone proceed to process another order instead of refunding the amount! Horrible experience. Never again will I shop online with lids. Horrible service!
Reviewed Dec. 24, 2019
My online order was supposed to be delivered today by FedEx. My tracking number states the store was closed at 6:05pm which the mall is open tonight until 11pm so the driver is lying. I called FedEx. Great customer service. I call Lids.com and HORRIBLE to deal with. Won't even pick up the phone to call FedEx. Oh sorry maybe it will get there tomorrow. This is a Christmas gift with a guaranteed delivery. I am sure that is BS too!
Reviewed Nov. 24, 2019
We had a hat embroidered today and it looked awful. They would not re-do the work nor give us our money back. The girl doing it seemed to be a newbie and was constantly on the phone with her manager for help. The thread broke and stopped at least 15-20 times just on the first letter of embroidery. That was while we were there. Who knows how many it times it stopped for the rest of the letters. The girl was having problems with the machine the whole time and kept adjusting it. The embroidery on the hat looks shoddy and not fluid. It looks like a kid tried doing it. She called her manager who wouldn’t do anything remaking or refunding. Said store policy is no returns. We were told to pay for the hat before it was made and weren’t told anything about any ‘store policy’. We Spent $43 for a hat that will never be worn!!
The girl's excuse was that the letters were big and that’s why it looks the way it does. If it was a seasoned employee they could have warned us about that issue and we would have gladly had the font smaller. Truth is was the machine kept breaking the thread so she had to keep starting over and adjusting the hat so it missed areas. She didn’t seem concerned about it and she saw what the first hat we had done there years ago looked and how precise the stitching is. The dark gray hat is the one that the embroidery didnt turn out good. The light gray is the one that we had done about 5 years ago. The light gray hat embroidery was crisp and flows well. The one we had done today is very sporadic with the stitches.
Reviewed Nov. 8, 2019
I'm a CUSTOMER of 6 yrs buying online, all was good, ton of hats of all variety. Now just sports. Had a access pass to buy things at 10% apparel. 20% for hats in the clearance area. Every 100.00 dollars spent you get 10.00 coupon. Now this company was brought out by Fanatics. All change for the worst. They don't even send you a invoice on what you brought. You have to figure out which item goes with order. Disaster! I wish they never sold out. They were better than Fanatics.
Reviewed Oct. 16, 2019
I placed an online order for $100 gift certificate paid with PayPal. It was for my son's birthday. I put his email, name and a message in the form. It has now been 36 hours and I've spent at least 1.5 hours talking to customer service that can't help me. Apparently they are sending it to me and then I must forward it to my son. Live chat for 40 minutes and the girl was no help. Today on the phone for 30 minutes (mostly on hold), no help. I guess I'm the first one ever to buy an online gift certificate because they have no idea how to process one or even the procedure. Just wait 24hrs is the answer. Never Again.
Reviewed Oct. 9, 2019
I ordered a jersey with the expected shipping date of no later than September 30th. On October 3rd I received an email letting me know that the jersey will not be shipping until further notice. It is now October 10th and they are still unable to specify when the jersey will even begin the shipping process. Their website is still promising shipping dates 7-days after order but, they still aren’t fulfilling orders from weeks previous.
Reviewed Sept. 16, 2019
Bought a few shirts for my wife. She wears a medium everyday of the week but I wanted her to be able to put some insulation underneath the items so I ordered her a large. Guess what? I guess Pakistan or wherever doesn’t have our size charts here and it was still too small! Here is the crime....so it Lids charges me 5 dollars to ship and of course bills me for it, when I return it, you download a label which is prepaid but Lids charges you and takes it out of your refund money!!!! They charged me 11.50 to ship it back hence they took 11.50 from my refund! What a ** company.
Reviewed Aug. 28, 2019
- Refunding is ridiculous. They charge you for the return label which was 14$ plus sales tax??
- Customer service is extremely hard to get a hold of.
Reviewed Aug. 24, 2019
I've never experienced this. I always shop at Lids but this time I decided to go online and order... I was checking my order and I notice it's still says pending. I went to live chat and was told this BS about Security Credit Check. WTH does that have to do with me purchasing a hat online. I buy stuff online all the time but this really threw me off... I've never went through nothing like this before. Well I know one thing I will never purchase online again. I should have went into the store like always. It's always something.
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