Lids.com Reviews

Less than 30 minutes after receiving the package, I placed a call to Lids Customer Service. I waited on hold for 36 minutes before following the instructions to receive a call back. On December 17th, I sent an email via Lids.com to customer service inquiring about the missing shirt. I received a message that I would be contacted within the next 72 hours.

On December 18th I flew from California to Indiana. At this point I had not received a call back regarding the missing shirt. As the shirt was for an event in Indianapolis, this is obviously an item I no longer desired. On December 20th, four days after reaching out to Lids to reach a resolution, I was informed that perhaps a better way to get ahold of someone with your company was to use the social media site Twitter. Running short of options, and with poor customer service quickly turning into theft, I utilized this option before filing a claim with the Internet Crime Complaint Center at ic3.gov.

On December 22nd, nearly a week after calling Lids customer service I received a call back. This gentleman also tweeted me that he would like to resolve the issue. On December 23rd, I returned the gentleman's phone call. I was instructed that he was out to lunch, and that he would call me back as soon as he returned. The call never came. That was the last time I spoke to anyone at Lids on the phone.

On December 24th, I received an email from Brittany stating she read that I spoke to someone on the phone and she assumed the issue was resolved. Later that day I received an email from Amanda stating that my card had been refunded the total of the purchase. This is untrue. On December 29th, I received an email stating that the original order, in full, 26 days after initial purchase, was being shipped to me.

At this point, exhausted and supremely disappointed with the customer service offered online and over the phone, I aimed simply to receive the package and then return it to the nearest Lids as promptly as possible. Concerned that another transaction involving my credit card could result in further erroneous charges, I had resolved to get the balance put on a gift card and to walk away.

I received this package on Tuesday, December 30th. I opened the box and found what appeared to be a hat and shirt wrapped in a red bag. I deliberately neglected to open the bag. On Saturday, January 3rd, I entered Lids store #5848 in the Westminster Mall in Westminster, CA. I spoke with Mike, who I later learned was a store manager. I told him I needed to return an online purchase and was only seeking to have the balance put on a gift card. He indicated that was fine and that he could help me. He asked what the items were. I told him the package included one hat and one t-shirt. Mike told me he would be unable to process the return of the shirt because his store does not carry apparel, but that I could return the shirt at the Lids Locker Room inside the Macy's located within the mall. I sought only a gift card.

We then proceed to the Lids Locker Room on the first floor of the Macy's in the Westminster Mall. We explained our situation to the employee on duty, Jesus, and that we were only seeking to have the balance on a gift card. While he was very polite, it was just his second day at work, and he was unable to assist us. He was prompt in calling his supervisor, Erin.

Erin explained to us that she would be unable to process the return because her store was on a different POS system. She told us that we would be able to process the return at the Lids within the mall. We explained that we had just come from there and they told us to come to the Lids Locker Room. Erin told us that if we went back to the Lids, they could call her to discuss the return. Frustrated, but clearly devoid of options, we returned to the Lids within the mall.

Upon returning to the Lids in the mall, we explained our situation to an employee named Jo. We told Jo that we were only seeking a gift card. Jo informed us that they should be able to process the return within the Macy's and that we should return there. We explained to Jo that we had first come to the Lids, then were sent to Macy's and then were told to return to the Lids. We informed Jo that we were not interested in walking back down to the Macy's. We sought only a gift card.

At this point Jo called Erin at the Macy's and learned that they were in fact on a different POS system and were unable to process the return. Jo then told us that if we wanted to process the return we would have to go to a Lids Locker Room, either the one located at The Block in Orange, or the one located at Spectrum in Irvine.

Running short of options, I told Jo I would go to the Lids Locker Room in Orange to process the return within the next week. Jo then handed me the box. I told Jo that before I left I would feel more comfortable if we verified that the Lids in Orange would be able to process the return. He told me he was 100% certain that they would process the return. Still, I told Jo Id feel more comfortable if we called to double check. I sought only a gift card.

What occurred next will turn the stomach of anyone, like myself, who has worked in customer service. Jo placed a call ON SPEAKERPHONE to an employee named Bruno at The Block in Orange. With my girlfriend and myself standing an arms length from Jo, and completely within earshot of the conversation, Jo explained the situation to Bruno.

During the conversation Bruno explained to Jo several times that he had to process the return in full. Each time Jo responded that he did not want to process the return because of an audit that was due to take place on Tuesday. Bruno reiterated, several times, that audit or not they had to process the return. Again, when I entered, I sought only a gift card.

Jo then ended the phone call. Shockingly enough, Jo then informed us that if we went to speak to Bruno at the Lids at The Block, he would process the return for us. Flummoxed, I stated that we clearly had just heard the entirety of the conversation, and I was now aware that he had to process the return. I asked, knowing that, why we would go to The Block.

Disturbingly enough, Jo told myself, and my girlfriend, CUSTOMERS, that he did not want the shirt in his store due to the upcoming audit. In no uncertain terms, I told Jo that I had absolutely, positively no interest in their upcoming audit and I expected the situation to be resolved immediately. At this point any semblance of customer service truly disappeared. Mike, the manager of store #5848 snatched the receipt out of Jo's hand looked at myself and my girlfriend and stated: "I'm not going to argue over a ** t-shirt."

Perhaps in a poor effort to backtrack due to his disgusting customer service, or blinded by his own anger, he processed the return for $64.79. Nearly $20 more than I paid, and put it on my credit card. We entered only seeking to have the balance placed on a gift card. A refund to my credit card was a resolution that I was not seeking when I initially entered the store.

Somehow, Lids has managed to give me more money back than I originally paid yet leave me completely dissatisfied. Infinitely more important to me than $20 is the delivery of prompt, competent customer service that does not involve the use of profanity and to not have my time wasted. Thankfully this nightmare of a transaction has reached a conclusion. I submit this document simply to ask two things. First, is this the level of customer service that is to be expected from Lids, and second, with so many different places to buy my apparel, is there any reason I should continue to shop at Lids? I hope your audit at store 5848 went well.

Finally, on the 4th they contact FedEx to tell them they plan on shipping my shirt - I can see this on the belated order confirmation with tracking. They actually GET the shirt to FedEx on the 6th, and the shirt arrived yesterday afternoon, Feb. 9th. So yes, it arrives in 3-5 business days IF they actually take it to FedEx. I waited over half an hour on hold today at which point I was told it was my fault.

Evidently they "suddenly" (her words) had to close for inventory on the exact day I ordered, but they placed a warning on the website to that effect, so it's my fault. There was no warning, I swear it! I assured the woman I would NOT have ordered the shirt if such a warning had been evident, as I had to have the gift by the 1st. I would have surfed on and bought it elsewhere (as I plan to do from now on). Why wasn't this noted in an email after I placed the order? No answer to that except, again, "it was on the website." They did, finally, agree to refund the shipping, but I would never order from this company again if I had to have something by a certain date.

She told me she has no control over locating the package (even though she is the one who placed the order) and that I needed to call customer service. So I did, and waited on the phone for over an hour, got no answer. After hanging up, I got in touch with someone via chat. It is now 1/28 and she had tracked down my package for me. It is still in the warehouse. After apologizing she asked if I wanted a gift card, I told her no.

I want my hat. I did not pay $37 for a hat that I can not wear during the super bowl. It should not take this long for me to receive my package. I asked instead of the gift card: is there a way to express ship it so I can receive it in time, she said no. I then told her I wanted to cancel my order, and again she told me no and that I can drive to the closest lids to return it once I receive it. I know she was just doing her job, but this is horrible customer service on the companies end. I ordered something on 1/17 and I should have it by now, and it also shouldn't have taken over an hour to get a hold of someone (when no one even answered).

Over the weekend my husband and I were in the mall, and went into the Lids store. I was hoping to get better information on my order, and the employee told me that he would have to call the same 1-800 number that I do, and there is nothing he can do. He also told me that if they do not have the hats that they will never get back to me and they will delete the order on their end with no correspondence. I cannot believe a company today can get away with advertising merchandise for sale that they do not have, and treat customers like this. I will never order anything from them again, and will not buy anything from their store. Sorry excuse for a business.

I tried calling a local store, to see if they can look up my order through their system, but was told they are unable to and must tell customers to call 888-564-4287. The same number that puts you on hold indefinitely. I used the chat service and waited 2 hours to get a response. The automated message let me know it would take an average of 18 minutes, but after the 18-20 minutes it would start counting the time over again. Once I did get connected, I was again placed on an indefinite hold waiting for the rep. After explaining to me that my order had been shipped that day, at approximately 1200 pm ET, it will take 1-2 days to deliver. I explained that I received an email stating it was shipped the day before and I paid for over night (my mistake: next day air). While I was responding (the processing time makes sense, please explain the difference between over night and next day air) I was disconnected and was told it had been several minutes without getting a response from me. I thought if I was typing, the rep would see "RESPONDING" on her screen, as I would see on mine???? Also, I do not have the Superman skills in typing, but typing one sentence does not take a few minutes.....hmmm.

Bottom line, understanding that December is a very busy time of the year, you would think LIDS would have more staffing to meet supply and demand. LIDS customer service is by far the worst I have ever experienced and it definitely leaves you very frustrated and angry!!! Because I could not make contact with LIDS and talk to an actual person, I was concerned that I may have just ordered from an "ONLINE SCAM". After reading all the reviews and comments, it is evident that I am not the only victim. Note to LIDS: "CUSTOMERS, are the whole reason your company exist."

I am told that a request was sent to the distribution center to investigate the order for the baseball cap and I have to wait for an answer. I filed a complaint with Paypal since I paid the company using this service. I will never buy from this company ever again. I should have read the consumer affairs review on this company before wasting the time. And that is all I have done since this purchase, waste my time. Do not buy from this company.

I was able to place my order and received the discount. After all that fiasco, I came out of this transaction rather pleased with their service and response. I have updated my ratings.

Original Review: Nov. 29, 2014

I am extremely dissatisfied with LIDS Customer Service and would like to share my experience. I was planning to buy 3 hats over Black Friday. I called the customer service number as I wanted to find out if I can sign up for the Lids Club Membership - I had wanted to find out if I apply the 20% membership discount with the 35% discount that was offered for Black Friday. I called the LIDS Customer Care Department at about 10 am CT (on Nov 28). I stayed on hold for over an hour before trying the callback service (where you claim a customer will not lose his/her place in line). About an hour later, I finally received a call back from your customer service rep but there was only elevator music on the line. Somehow, the customer service rep managed to leave me a voicemail and explained that she would be calling me back in 15 mins. She never did.

I tried calling Lids Customer Service Department again at 10:30 pm CT to get the clarifications so I can make a decision on my purchases. While I was on hold, I thought I might as well apply for the LIDS Club Membership and would try to link my online account to the newly applied card. Unfortunately, I was unable to do so but was still on hold with your customer service line. At 11:15 am CT, I thought this was getting ridiculous and tried the chat service instead. Spoke an customer service rep named Tera. She told me that I will only get my membership number within 24-48 hours and therefore cannot link my account to the membership. She also mentioned that the Black Friday sale was over. Tera was utterly useless, with zero redeeming quality as a customer service rep.

While waiting for Lids Customer Service Clowns to provide some clarification for me, I had lost out on the Black Friday discounts. When I told Tera to cancel my Lids Club Membership as I no longer had any use for it - she had the cheek to tell me that I cannot cancel my account as it was already processed. I have already informed American Express to open a dispute once that $5.49 is posted. Lids is not getting a dime from me. Their customer service department is a joke and a disgrace. I think they probably have one customer service rep sitting in a closet space, in some off-shore location. What a bunch of clowns - I am not going to try to shop with them again.

I sent an online inquiry to LIDS which was never acknowledged. I also phoned Customer Service & waited on the line for an hour to speak with an agent. The agent was very unhelpful & unsympathetic about my concerns, even trying to blame the delayed delivery on UPS. This was completely unfounded since the order was processed on a delayed basis by LIDS & had nothing to do with UPS. After some back & forth, the agent offered to refund the shipping charges (which has not occurred). Unfortunately, this situation mirrors the level of service that I have previously experienced in a LIDS store. This will be my first and last, purchase from LIDS.

As the night went on, we were more angry. So my wife called Lids customer service. My wife told her what had happened and she said the watch had arrived at the store December 27 at 11:04 am and who signed for it. We drove over 40 minutes again back to the store Sunday, December 29. Went in and the same employee working said it wasn't there. We told him when customer service said it was shipped there, what time and who signed for it. He looked a little more and said it wasn't there. We called customer service while we were in the store and got a different person and he said they shipped things to the wrong store a lot. Then he transferred us to a District Manager and he told us they ship items to wrong stores sometimes. He said he would reship it to our home within a week. After telling him of our dissatisfaction with the company and poor customer service he was going to give me a $15.00 gift card.

Anyone who has shopped at Lids knows you can't get much there for $15.00. That means I would have to give them more money to get something I want. That plus the hassle and gas I used it was not enough. He had nothing to say. So we said, "Forget it, we want to cancel the order and get our money back." He said okay and hung up. I will never shop there again and will tell everyone I know to do the same.

The thing that bothers me is they are very rigid and will not work with customers or even try go the extra mile to help them. They can keep the money. I got the hat fixed and I won't be buying another thing from them. I used to be a good customer too. I spent over $1,500.00 this year alone. I won't be spending another penny with Lids. They care very little about their customers. They own part of new era so who cares about a measly guy like me. They won't care about you either when something goes wrong. Don't buy there!

So I left and talked to a friend and found out that was total BS and that they don't like returns and I went back there later that day. I asked for the same hat I tried on and the employee I had talked to earlier said they sold it already, but the other employee told me that they hadn't sold that kind all day. So I had to drive all the way over to Camarillo to get the hat I wanted.

Returning the hat I bought through Lids.com was even worse than that. I called them and told them I wanted a size smaller but explained to them that their hats ran big so I shouldn't be charged for shipping again but they were going to charge me again anyway. I also had to pay $7.00 to send the hat back so they could send me the 7 1/4 one. I got a call about a week later saying that they got my hat and wanted to know which one I wanted. So I told them again that I wanted the same style, a size smaller, and they told me that they didn't have that hat in that size. If they had checked that before telling me to send the hat in, I could have just taken it to the store and got a different hat instead of paying for the shipping ... again. So I settled on a different hat and It has been two weeks since then and still no hat. I will never shop through Lids ever again and I am going tell everyone I know who wears hats about it.

I spent 15 minutes and found several items I wanted sewn to the hat. I began to tell her what 6 designs I wanted added to the hat. "I can put no designs anywhere on the front of the hat, I can only add them to the sides," she said. I advised her that I was not adding to or changing the M, I was putting the items a minimum of 1/4 inch from the M. "No, I can't put anything, anywhere on the two front panels of the hat," she said. I again stated, "It's not going to touch or add anything to the trademarked M". She replied, "I can't do that." I said, "Okay, I guess you can't sell me a hat."

This sales person had no interest in selling anything in the store. She made no effort to assist me in getting the hat I needed for a friend. Most importantly, she never attempted to show me what could work. She actually enjoyed simply stating "no, I can't do that" over and over again. I have purchased 7 hats from Lids. All were personalized and expensive. I'm done with Lids.

There was nothing they were willing to do, yet they kept ensuring me it'd arrive early next week. What good is that if it arrives after Super Bowl? This was for a Super Bowl party. I'm having 30 people over and now my plans are ruined! Finally, after dealing with customer service for god knows how long, the lady came back and said they're going to expedite it to arrive on Saturday. Did anything ever arrive? No. Did they ever even ship it? No. They are liars and will do anything to get you off the phone so someone else can deal with you later. Worst customer service ever.

On January 27th, I got email that the shipment was ready for UPS. Saturday night, UPS had not picked up or by Monday night. LIDS customer service assured me the parcel was at UPS and would ship immediately 2-days by air. Shipment actually went through UPS Arrival Scan on Wednesday Feb 1 after 4pm. It will arrive on Friday, Feb 3 end of day, well over a week after our fund raising event. This is a total financial loss for our club. Please get the word out about how unreliable this company is so that other consumers are not harmed by them.

Today on the 13th, I received a package from Lids with (1) hat Blk Blk Houston Astros 7.5. On the 8th, I advised the Lids rep that this was a gift for someone. Is this how lids operate? I think lids should be ashamed of its operating procedure and should look into their warehouse procedure? How are you going to send me one hat when I ordered three? How are you going to send me a receipt for three hats and send me one? Very confusing. I called 22 times since October 1, 2009 and never received answer or always receive incorrect answer. "Somebody will call" is the answer most of the times but no one calls.