Laura S.
⭐ 1 STAR
⭐ 1 STAR — BUYER BEWARE! TERRIBLE CUSTOMER SERVICE AND AN UNACCEPTABLE REFUND POLICY! I am beyond disappointed with Lids, and after this experience, I have absolutely no intention of ever purchasing from this company again. On October 2, 2026, I placed an order for an Ohio State sweater in a size SMALL. When my order arrived on October 8, I opened the package to discover that Lids had sent me a size 2XL instead. Not a minor sizing discrepancy — an entirely different size! To make matters worse, when I contacted customer service, I learned that the size SMALL I originally ordered is now OUT OF STOCK. While I cannot prove why the incorrect size was shipped, the fact that my actual size is now unavailable certainly raises questions about how this order was fulfilled. But the incorrect merchandise isn't even the most infuriating part of this experience. It's how Lids has chosen to handle THEIR mistake. Despite acknowledging the situation, Lids refuses to issue my refund until I return the incorrect item, they receive it, inspect it, and investigate how the error occurred to ensure it doesn't happen again. I was informed that my refund would take an additional 7–10 BUSINESS DAYS AFTER they receive the return! Let me make sure I understand this correctly: I ordered the correct size. I paid for the correct size. Lids shipped the wrong size. Lids no longer has the merchandise I actually purchased. And now I am expected to do the legwork to correct their mistake AND wait potentially weeks to get MY money back? Why should a customer be financially inconvenienced because of a company's fulfillment error? Why should my refund be dependent upon an internal investigation that has absolutely nothing to do with me? And their proposed compensation for this entire ordeal? A 10% DISCOUNT CODE FOR A FUTURE PURCHASE! Seriously? After this experience, what on earth would make Lids think I would EVER want to purchase from them again? A discount code is completely meaningless when a company has already destroyed a customer's confidence in its ability to fulfill an order correctly or resolve a problem fairly. Mistakes happen. I understand that. But outstanding customer service is demonstrated by how a company responds when something goes wrong. Lids had an opportunity to take responsibility, apologize, promptly refund my money, and restore my confidence in their business. Instead, they chose to inconvenience the customer further and offer an insulting 10% incentive to spend even more money with them. I did not receive what I ordered. I cannot receive a replacement because it is out of stock. And I cannot even receive a timely refund for an error I did not make. This is, without question, one of the most disappointing customer service experiences I have encountered. My advice to potential customers: Think twice before ordering from Lids. If they make a mistake with your order, be prepared to spend your own time fixing it while they hold onto your money. Lids, you haven't just lost a sale. You've lost a customer — permanently. Order #279-6591-8825