SmallBizGenius Analysis
Lids receives overwhelmingly negative reviews, with customers frequently citing issues with customer service, shipping, and product quality. While some praise in-store experiences, the online experience appears to be significantly flawed.
Category Breakdown
Scores based on analysis of 96 recent reviews
Customer Service
2.0/10Customers consistently report negative experiences with Lids' customer service, describing it as unhelpful, disrespectful, and difficult to access. Many reviewers mention being directed to foreign call centers with language barriers or receiving no response to inquiries.
40 reviews mention thisShipping & Delivery
2.5/10A significant number of reviewers complain about delayed shipping, incorrect orders, and items damaged in transit. Some customers report paying for expedited shipping that was not honored, while others describe packages being lost or misdelivered.
35 reviews mention thisReturns & Refunds
2.0/10Many customers express frustration with Lids' return and refund policies, citing high return shipping costs, long processing times, and difficulty obtaining refunds for undelivered or incorrect items. Some reviewers also note that online orders cannot be returned in-store.
25 reviews mention thisProduct Quality
3.0/10Several reviewers report receiving products of poor quality, including stained shirts, misshapen hats, and items that do not match the advertised description. Some customers also claim that products are not officially licensed despite being advertised as such.
15 reviews mention thisWebsite Experience
3.5/10Some reviewers describe issues with Lids' website, including an unreliable ordering system, inaccurate product information, and difficulty canceling orders. A few customers also mention deceptive advertising practices, such as prices that are not honored at checkout.
10 reviews mention thisIn-Store Experience
8.0/10A small number of reviewers report positive experiences at physical Lids locations, praising helpful staff and a good selection of merchandise. However, these positive comments are overshadowed by the numerous negative reviews regarding online orders and customer service.
8 reviews mention thisPros & Cons
What Customers Love
"The Locker Room by Lids in Beachwood is one my favorite LIDS. The selection of apparel is sweet with some good deals."
"Switched my hat twice. Happy with the one I got. It was a Christmas present originally and they did not know what to get me and then I had to discuss the size."
"After dealing with a few issues I was able to connect with Ruth and she was so helpful and help me solve my problem. She was very kind and great to work with you don’t come across people like her every day!"
Common Complaints
"Customer Service is truly another level of DISPRESPECT to the american consumer. The automated support is a waste of time, only to forward you to an english-as-second language call center."
"I ordered a jersey, site stated it would be delivered by 12/06-now its says being delivered Jan 16th."
"Ordered a jersey, it was too large, wanted to exchange it. They only offered returns not exchanges. Had to pay $11.60 to return the jersey, and then would had to pay more for a replacement as it was no longer on sale. Terrible customer service."
"I ordered an XT Large T-shirt that was 40 bucks. They sent me a T-shirt that was wide enough for a wwe wrestler but so short, it would not even come to the top of my jeans."
"They advertise prices that they do not honor. Pay close attention to your cart upon checkout if you do decide to go with this shady company."
Common Questions About Lids
Answers derived from customer review patterns
Is Lids legit and trustworthy?
Based on the analyzed reviews, there are significant concerns about Lids' trustworthiness, particularly regarding online orders. Many customers report issues with delayed or incorrect shipments, difficulty obtaining refunds, and poor customer service interactions. While some customers have positive experiences in physical stores, the overwhelming sentiment suggests that Lids struggles to fulfill online orders reliably. Small business owners should exercise caution when considering Lids for bulk purchases, as the risk of encountering these problems appears to be substantial.
Based on 45 reviewsDoes Lids have good customer service?
The vast majority of reviewers express dissatisfaction with Lids' customer service. Customers frequently describe unhelpful, disrespectful, and difficult-to-access support representatives. Many reviewers mention being directed to foreign call centers with language barriers or receiving no response to their inquiries. The negative feedback regarding customer service is a recurring theme throughout the reviews, suggesting that this is a significant area of concern for Lids.
Based on 40 reviewsIs Lids worth it for small business?
Given the numerous negative reviews concerning shipping, customer service, and product quality, Lids may not be a worthwhile option for small businesses. The risk of encountering delays, errors, and difficulties with returns could outweigh any potential cost savings. Small business owners may be better served by seeking out alternative suppliers with a more reliable track record and a stronger commitment to customer satisfaction.
Based on 30 reviewsWhat is Lids' return policy like?
Customers report that Lids' return policy can be problematic. Many reviewers complain about high return shipping costs, long processing times for refunds, and the inability to return online orders in-store. Some customers also mention that they were not offered exchanges, only returns, which added to their frustration. The combination of these factors makes the return process cumbersome and potentially expensive for customers.
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