Lenni The Label

Size guide is wrong, zero customer service – In summary, size guide is completely wrong, items are bad quality, and customer service is atrocious/non-existent. My friends and I were looking for matching outfits to wear as part of our work Xmas party. Based on their size guide we ordered sizes 8, 10 and 12. One friend sized up to the size 12 for added comfort. The shipping was fast, so… Read more

that’s something. Unfortunately the dresses looked and felt really cheap compared to the product photos. But that’s the risk we take with shopping online, and if that were the only issue we would’ve taken it on the chin. Weirdly the tags say “made in Asia” instead of mentioning a specific country, which seems unnecessarily evasive.

Nevertheless, we tried on the dresses but could hardly get them on, they were so tight. I’d ordered the size 8 but even the size 10 was small on me. Size 12 fit me but of course the proportions were off since I’m actually a size 8, so shoulders and waist were too big and the length too long. We measured the dresses and found they were all consistently smaller than the size guide by a few centimetres in the bust and hip. Meanwhile waist measurements were either correct or larger than the size guide.

We could acknowledge that as a size guide, there could be a little amount of discrepancy. However Lenni’s website clearly states that the size guide is based on body measurements. Yet the garment measurements are much smaller than even the body measurements, so no one can expect to fit into the dress even if they were after a skin-tight fit and had no need to sit in them, which from the product photos with the model, is not the brand’s intent.

I sent an email to them about the issue, with photos of the measurements taken. Their website says they have a 24-48 hour response time. Over two weeks I followed up 3 times with no response. Eventually my friend called them out on Instagram twice before they finally agreed to respond the next day, which they did.

They sent a stock standard response saying they could not offer a refund as the items were purchased on sale. Whilst we were aware that sale items could not be refunded, the purchase was made based on false information. They also made the contradicting points that 1. The size guide should only be taken as a guide, and 2. They have found the garments to be true to size. They are therefore saying their size guide is accurate. Our photos with measurements showed very clearly otherwise but they did not acknowledge them. They offered store credit (though we’d have to pay the cost to post them), but we had no interest in dealing with them again.

So I lodged a dispute with Amex who reviewed my case and returned my money within 48 hours (thank you Amex) and gave Lenni three months to dispute the refund. I emailed Lenni a few weeks out from the three month deadline, asking if they had any intention to dispute as I just wanted this to be over. I followed up after a few days but no response. Have not heard anything from them to this day since that initial stock standard response that took weeks of follow ups to get.

Incredible that a brand like this can treat customers so poorly. We should’ve looked at reviews before ordering because clearly this is not a one off issue. I’m just glad the three months have finally passed so I can write this review and get rid of these dresses.