Complaints

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.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a pair of earrings from Lovisa at the ************************* (Store #*****, Receipt #******) on June 19, 2025. The earrings were never worn and are still in perfect condition. When I attempted to return them, I was told they are final sale due to hygiene reasons.However, this return policy was not disclosed to me at the time of purchase. There were no signs in-store stating this policy, and the cashier did not mention it. I also did not receive a printed receipt, only an emailed one, where the return policy appears at the bottomonly viewable after the sale was completed.I believe this is a case of poor transparency and misleading practices. If a product is final sale, that information should be clearly communicated before the customer paysnot hidden after the fact. I feel the store failed to give proper notice of its return policy, which led to an unfair denial of my return.

  Business Response

  Date: 07/17/2025

  Hi BBB
  
  Thanks for getting in contact with Lovisa again. Please inform the customer to contact ******************************* with the receipt and items of purchase, plus the below so we can refund them.
  
  Unfortunately, we are unable to issue a refund through our online system so we will need to organise this manually.
  
  So that our ****************** can process your refund, please provide the following details:
  
  Account Name (this must be a full name):
  Account Number:
  Bank:
  Routing Number:
  Amount:
  
  Please ensure these details are correct as it may cause delays in issuing your refund.
  
  Once the ****************** has issue your refund, please allow 5-10 business days for the funds to reflect into your account.
  
  Warm ****************************************************** x

  Customer Answer

  Date: 07/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This interaction has 2 different orders: First order was made in store; find the details **********: April 12th, 2025 01:33:28 PM Receipt no: ****** Store no: ***** Store address: ***************************************************************************************** Second order was an online order which was delivered late Order US87640.I waited to have the online order before I came in to store to kill 2 birds with a stone if I had any issues with the new items.This issue involves the manager of the store falsely accusing me of being disruptive when I was anything but disruptive. I would actually appreciate if the **** footage was pulled for the 9th of May 2025 from 1:15pm to around 2:15pm of same day was pulled and investigated. I would be the lady in a black dress and green bag and was mainly at the till area. I interacted with 3 different agents including the manager. You will see me on the phone trying to get someone from your customer service and At numerous times I had other customers come over to checkout and I gave them their space and interacted with them a few to ensure I was not in their way. I would be attaching a breakdown of my interaction due to character limits.I left 2 items from my store order behind which had severe discolouration from just 1 wear and 3 items from the online order behind which were unopened at this location. I am happy to discuss refund on these items after an investigation is performed.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 purchased 19 earrings by mistake from the Company website. I received the earrings and wasnt satisfied the way they look. One of the earrings was defective ,once I opened the package. A few of the other earrings are smaller ,than the actual pictures the Company advertised on their website. The earrings are very cheap and not quality made. I just want to return the earrings and get my refund.

  Business Response

  Date: 04/12/2025

  Hi there,

   

  The customer has not reached out to the customer care team once to facilitate a return or discuss their dissatisfaction prior to this complaint. Please advise the customer to close this complaint and reach out to the team regarding this as we cannot help if we have no evidence of the customer attempting to return and being denied. 

   

  Regards, 

  Lovisa Customer Support 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23147708
  
  I am rejecting this response because: the Company doesnt respond to their emails in a timely manner. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 purchased multiple pieces of jewelry and it didnt arrive. I try making a claim but the carrier said they have to make the claim. I would like a full refund to my original form of payment.

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 02/21/2023 I PURCHASED A CHOKER(NECKLACE) FROM LOVISA **********, ** STORE RECEIPT #****. ON 03/01/2023 I RETURNED THE CHOKER TO **************** ** STORE LOCATION INPARAMUS, ** $29.84. I RETURNED TO THE ** STORE ON 03/08/2023 AND SPOKE TO THE STORE MANAGER VERIFYING I NEVER RECEIVED A REFUND. AFTER ABOUT 45 MIN, WE CONFIRMED THAT THE RETURN WAS DONE INCORRECTLY. THE EMPLOYEE DID THE RETURN AS A CASH REFUND AND NOT A CREDIT RETURN. THE STORE MANAGER REACHED OUT TO THE DISTRICT MANAGER MAKING HER AWARE OF THE INCIDENT AND I WAS TOLD TO EMAIL THEIR CORPORATE OFFICE BECAUSE THERE WASN'T ANYTHING THE COULD DO AT THE STORE LEVEL. FIRST OF ALL IF THE RETURN WAS VERIFIED THAT IT WAS DONE INCORRECTLY WHY COULDN'T THEY TAKE CARE OF IT IMMEDIATELY. I HAVE WRITTEN TO LOVISA.COM AND STILL HAVE NOT RECEIVED ANY RESPONSE OR HELP. THE MANAGER AT THE ******* STORE LOCATION TOLD ME THAT SHE CAN HELP ME ONCE I RETURNED TO LET HER KNOW I EMAIL THE COMPANY. SHE WAS RUDE AND ANNOYED THAT I CAME BACK TO QUESTION HER ABOUT HOW WAS I GOING TO BE REFUNDED. I WOULD LIKE FOR SOMEONE TO BE RESPONSIBLE AND ASSIST IN MY REFUND!

• Initial Complaint

  Date:12/28/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 went into the *************** store on 12/21/22 to purchase a $20 gift card. The store manager ****** was helping me. She rang through the transaction and my payment showed completed, however the *** system could not complete the transaction and activate the gift card. She called someone and they said it was probably a bad gift card to try again. She repeated the transaction and had me swipe my credit card a second time with the same results. She then advised me to come back to the store if I see the now 2 $20 transactions hit my card and they would refund the money. I walked around the mall for a while more and one of the transactions hit my account. She tried to do a refund but because the transaction didnt complete in the *** system, there was no receipt to refund off of. She submitted a ticket to her company and said she would call me by the end of the day to resolve the issue. No call ever came. Two days later the second transaction hit my account, still with no call from her so i went back to the store. She claimed she was about to call me and that I had to call customer service to resolve the issue. There is no workable number listed, only an email. I have exchanged several emails with customer service and they are not understanding the issue let alone correcting it. The last correspondence was 12/27 and i have stopped receiving replies from them. One of their suggested resolution steps was to have a member of the ***************** team call me. I have provided my phone number and all relevant information and have not received a call or an email back stating that someone would contact me to resolve the issue. I am out $40, with no gift card and no one attempting to resolve the issue quickly.

  Business Response

  Date: 03/09/2023

  ******(Lovisa) Mar 9, 2023, 18:53 GMT+11 Hi *********, Thanks for staying in touch with Lovisa Customer Care. As mentioned, in this case we happy to arrange for a member of the ***************** team to contact you and arrange an alternative refund method that better suits you, provided we are able to do so. While we would be happy to process a manually refund via our finance department, we completely understand not wanting to provide personal information via email. In this case, as an alternative solution, we would like to offer you a gift card to the value amount paid for this transaction, plus a little extra to apologise for the overcharge ($45 USD total). This gift card can be used online or in store, and is valid for 3 years Should this be the preferred resolution, please confirm this is the correct email address for us to send this gift card to. We look forward to resolving this for you. Warm Regards, Bringing brilliantly affordable fashion jewellery to the world. *** | ** | ** | SAF | *** | ** | ASIA email: ******************************* www.lovisa.com Thank you for contacting Lovisa Customer Support.

  
  

  Customer Answer

  Date: 03/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Please note that I will choose the gift card option as a means of resolving the issue.  I had asked for a retail manager to call me prior and received no response.  The correct email for the gift card is ***********************.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 03/27/2023

  Hello, I provided a response on 3/9 to the resolution of my complaint, however I still have not received anything from the business.My complaint# is ********. PLease advise on next steps.

  Sent from ********************************;***********************