LAlacemade.com★★★★★
Fight them to not get scammed!
This is a continuation of Order# 175648 from MARCH 17 2026. While the situation has ultimately been resolved after 4 MONTHS, I hope to share this experience especially when RETURNING items to Lacemade.
It involves the Cairo Adventure Dress that was delayed for 3 MONTHS. I was advised to replace it with an in stock dress, and I chose Belle's Gilded Corset Dress, which was more expensive than Cairo. Instead of simply switching the items, customer service initially wanted and INSISTED to charge me for the replacement dress. It's only when I posted here in Trustpilot that they said it was all a mistake. Mind you this comprised of several emails telling them it made no sense that I should pay an extra charge for the replacement. Ultimately, they shipped the rest of the order WITHOUT the replacement dress, which was Belle's Gilded. And I had no other option but to ask for a refund for my original choice, Cairo Adventure.
This is where it becomes even more convoluted. I bought the entire order by redeeming my accumulated POINTS, which is something you earn according to MONEY spent. And your tier corresponds to a certain amount of points earned. In my case, as Eternal Princess, every $1 spent meant 3 points. And these points can be redeemed into gift cards.
When I asked for my refund for Cairo Adventure, they just sent me the shipping fee cost. They did not want to refund my points saying it is a discount that I used. That made no sense at all as Lacemade itself differentiates discount codes (usually it's a 15% one) from gift cards, and you CANNOT even stack them. When you use a gift card, you pay full price.
Simply put, what they wanted was for me to accept that I do not get my Cairo Adventure Dress and the points I spent to avail it. My refund was just for the shipping fee of a dress that's non-existent. I asked them how they could think this was fair at all when I spent my money to accumulate said points and now I'm also losing them. Eventually, someone else replied to say they had refunded my points! I don't know if it is another "operational error by the staff" as they claimed in my other post, or if they finally saw the logic (or lack of).
I was able to get a final replacement dress using the said points. I was gonna let all this go until I met another Lacemade lover who essentially got scammed $100 worth of points. She returned a dress thinking she could get her points (and yes, she should have gotten them back), only for customer service to WITHHOLD them. So yes, she has neither the dress nor the points spent to avail it.
Another angle to consider is how LM also sells via TT shop now, and at least within TT, they explicitly say that with any canceled/refunded order, the points you used to redeem would be refunded back to your account.
2026-09-18Helpful 3
LAlacemade.com★★★★★
Blind Bags Nightmare Part 2
For Order #164612 purchased Jan 21 2026 and resolved Mar 31 2026:
RECAP of PART 1:
I received 10 damaged and incorrect sized items from my blind bags. Initially I was offered a $10 refund for a $150 order. When I told them other customers were given a better solution, they agreed to send 10 replacement items as long as I sent back the 8 incorrect sized items. Submitting the return request took two weeks and a half for them to approve said return.
Mar 5: I informed customer service that the return package of 8 incorrect items were en route, and asked them for the tracking number for my 10 replacements. They sent me tracking information for the first 5 replacements and promised to send the other half eventually.
Mar 11: I received a ShopApp notification that OnTrac, the local courier, is unable to deliver due to incomplete address. Since I knew Lacemade would was off hours, I texted and filled out OnTrac’s contact forms to find out what was wrong. I then emailed Lacemade customer service, and since as it was an urgent shipping matter, I reached out to Lacemade’s Royal Concierge service, a one on one correspondence through WhatsApp run by the same Lacemade Discord admin, to expedite my request, which is for customer service to check my shipping information, coordinate with OnTrac, and reply to my email. OnTrac replied to my email asking me to do the exact thing: have the merchant, Lacemade, contact OnTrac and update my details. Right off the bat I told OnTrac customer service that Lacemade customer service takes a while to reply so I just re-supplied them with my shipping address.
I shared all these details in the Discord community as I needed some support in handling such a stressful situation, and other customers had shared about their own order issues. A Discord moderator replied to my post saying that Lacemade was not to be blamed for the delivery mishap. I told them that the package was not even delivered yet, and that OnTrac itself requested Lacemade to update my information. Another mod “tried to help” by showing me how to contact OnTrac, and yet I have already posted all of that and even included screenshots of my correspondence with them. Maybe they did not see my post? But how and why would they reply to it if they had not read it?
As Lacemade is based in China, both customer service and the admin replied in the evening telling me that my package has been delivered, and to simply check in with my neighbors. They did NOT supply me with a tracking confirmation/link/proof that it was delivered. Meanwhile, I kept refreshing my OnTrac tracking link and it still had the same notice: missing address information; delivery not completed. I was getting nowhere so I emailed OnTrac once again to ask them what else I had to do/provide to ensure delivery as Lacemade was not helping at all. I brought this up to the admin via WhatsApp, how customer service refused to help me update my shipping details and simply dismissed my order as delivered. The admin became defensive of their colleague and insisted that I use 17track.net to track my package as it was the most accurate service, and that customer service was correct in telling me my package was delivered. I then emphasized to her that OnTrac is my LOCAL courier, the package is still with them and has NOT been delivered. I even provided an updated tracking link, and screenshots of OnTrac’s customer service asking Lacemade to update them on my behalf.
Then radio silence from both the admin WhatsApp and customer service via email.
Mar 12: Miraculously, my order was delivered. This was WITHOUT Lacemade customer service and the admin coordinating with OnTrac as I was the only one in communication with them.
The same day that I received my first 5, I went ahead and asked for the tracking of my remaining 5 replacements.
Mar 18: Customer service replied with the tracking number. Shockingly, it had already been in transit for the last 9 days and was held up from delivery because, again, you guessed it, it had missing shipping information. It was undergoing the same issue as the first batch!
Now did Lacemade help me this time around? I've maxed out on the 4000+ characters again so see you at PART 3 of 4 soon.
PS:
If you read Part 1, you would have seen how Lacemade assumed I am *still* trying to get my replacements. Let me reiterate how this issue has already been resolved. However, I do believe that it is NECESSARY to discuss the level of jumping through hoops I had to undergo to get my resolution. It is no longer enough to describe all this as "bad service" when in my case they have REFUSED to help me.
2026-06-16Helpful 4
LAlacemade.com★★★★★
Princess Wish? More like Princess Nightmare
For Order #161857 purchased Jan 11 2026 and resolved April 7 2026:
Apart from their usual designs, I have collected the premium line from this brand, their most expensive dresses, which include Princess Sissi ($499), Falling into the Milky Way ($459), and the more recent, Princess Wish ($399.90).
For the first two dresses, I was fortunate to not encounter any problems. The admin who provides one on one service via WhatsApp (Royal Concierge) and Discord, was even so surprisingly accommodating when I have made said purchases. Sadly, this experience seemed limited to me as, being an active member of their Discord back then, I’ve witnessed 3 Princess Sissi customers be made to chase after their premium items. Two of them were given fake tracking numbers and ghosted by customer service and admin, while the third one had hers lost in the mail and ultimately abandoned by the brand. When her post office needed Lacemade to intervene, they simply kept sending her an automated message of the parcel being “in normal transit” despite tracking number showing otherwise.
I knew all of this since I, too, had many other order issues, and I openly spoke about them in the Discord server. There was solidarity and empathy in sharing customer experiences especially when customer service refused to reply to our emails. This was way back in early March before they banned after-sales talk or any discussion of order issues from the Discord server.
Going back to Princess Wish, I asked the admin about the ETA and was informed that the piece was delayed in its production. I relayed this to my group as all 4 of us purchased Princess Wish to go to an event together. We were all then pleasantly surprised to receive the tracking notification a month after purchase (available Jan 11, shipped Feb 10). The excitement was palpable as other customers posted about their upcoming Princess Wish delivery!
Of course, if it seems too good to be true, then it probably isn’t.
The first two princesses who received theirs all reported their deep disappointment in this $400 mess. Not only was it made with poor quality fabrics, the lace-trimmed neckline had a sad sagginess to it. With my experience as a seamstress, I knew this piece had undergone clear attempts to fix it. Unfortunately, they did not even bother to steam the creases or even clean up remnant threads, which was just an unacceptable presentation for a premium dress.
The rest of my group received theirs and it was the same sad story. When I got mine, I admittedly was in denial that I spent $400 for a dress that not only fit poorly but was falling apart. The satin ribbons were unfinished and barely stitched onto the dress, aside from the fraying lace collar. I wanted to fix it myself, until a ribbon literally popped off with the return tag, and I realized there was no saving it.
I shared all this in the Discord community server. It was then that I saw the true colors of the moderators/ambassadors. When talking about order delays and issues, one moderator was quick to describe customers as “wielding our pitchforks” when we should supposedly be “cordial and communicative” with customer service. Another even went as far as to tell me that I am having all these order issues exactly because I have ordered a lot. Here I was thinking my brand loyalty would at least be appreciated, and not used against me. You would think spending at least $10000 and achieving the Eternal Princess tier would afford you more thoughtful and careful service. Sadly, they even accused me of creating a toxic space in the server, for voicing out customer order issues. Needless to say, I was branded a “troublemaker” all because I could not stand customers being left in the dark. Shockingly (or not), the admin herself told me via WhatsApp to stop helping others and just keep sharing outfit pictures. lol
All this said and done, I now see how the behavior of moderators and the admin not only shields but also enables the incompetence of customer service. The fact that they eventually banned talks of order issues in the COMMUNITY server should be telling of how they aim to silence customers. They don't want others to compare and collate their experience of unresponsive and neglectful customer (dis)service.
Ultimately, I got refunded Princess Wish on April 7 2026. As you already expect, it was 2 months of endless emails, with customer service playing their delaying tactics.
Once again, I wish I could upload screenshots.
2026-06-14Helpful 3
LAlacemade.com★★★★★
Beware of the Blind Bags, now rebranded as Archived Bags Part 1 of 4
UPDATE June 15 2026:
Lacemade has been so used to receiving reviews of unresolved orders that they automatically assumed I am writing this one because I still have not received mine. I’ve made clear in this post that this is AFTER THE FACT. The issue has been resolved, and I even added the date. But that does not mean I cannot discuss in full detail the difficulty I had in dealing with them. If anything, reviews should not be edited to their favor just because they finally got scared of a Trustpilot review and now have scurried to fix the issue after months of radio silence and neglect.
For Order #164612 purchased Jan 21 2026 and resolved Mar 31 2026:
PART 1 of 4
I am writing in detail as not only was I a loyal shopper of this brand, but I was also an active member of their Discord community server. This review should therefore provide my holistic experience with this company.
Now that the Mystery Blind Bags, rebranded as The Archive Sale Bundle, have been brought back, it is time to share the nightmare I had to go through in supporting this product. Maybe then you would understand the type of company and staff you are dealing with, and maybe that would inform your purchase for the better.
Sept 2025: I purchased my very first blind bags. It was the best way to grow my collection as I only had a few Lacemade pieces back then. Each time they brought them back, I would purchase AT LEAST 10 of them, with my biggest purchase ever totaling 47 blind bags in Jan 2026. Needless to say, I reached the highest tier for this brand, Eternal Princess, in the span of 3 months all because I enjoyed opening the blind bags!
Since it was the Discord admin that promoted the product within the server (before mass emails were sent), they knew of my big purchases and have always warned me about the possibility of duplicates. I did not mind since I gifted, traded, and sold the extras anyway. Moreover, the product description also mentioned minimal damage that does NOT affect wear.
Jan 2026: A batch of my order arrived promptly. However I received two damaged pieces — actual holes in a dress, specifically for their Sweet Dreams Awakening Nightgown. The shirring and one of the side seams were ripped apart/open. There was also Amie’s Summercamp Corset Dress, which arrived unfinished. The corset part did not have the grommets/holes to thread through and lace up the corset. The ties for the straps were also cut off. Aside from the damaged pieces, I received at least 8 items ranging from M to 0XL when I only ordered XS or S. Some of the bags that the pieces came in were also mislabeled, so I had to individually check the size tag. Lacemade is lucky that Trustpilot does not allow photo uploads as you would be shocked that they allowed such items to be shipped out at all!
Speaking of photos, I promptly emailed customer service about the order. At that time, each blind bag contained 3 pieces and was sold at a discounted price of $49.99. I had 10 items, meaning 3 blind bags, that needed to either be refunded or replaced. They replied with an offer of $10 for me to keep the said items. Imagine being offered $10 for an order worth $150.
It took a lot of back and forth via emails and openly sharing about this experience in the brand’s Discord server that I was given a better resolution. I was talking, updating, and coordinating with other customers who had the same horrendous experience. Some of us were offered replacements, while others the $10. Needless to say, it was interesting how they gave us different solutions. When I mentioned the former to customer service, they finally agreed to send me 10 items as replacement instead of the whopping $10 refund.
Now for the nightmare schedule:
Feb 9: I was told to submit a return request for the “8 incorrect items”, then I would get the 10 replacements.
Feb 11: I received a rejection notice for said request so I asked them how to proceed in returning the incorrect sized ones.
Feb 13: They replied that I do not need to return the damaged items.
Feb 15: I told them I was returning the incorrect sized ones, NOT damaged items, and asked them how I would do that when they rejected my initial return request.
Feb 19: They replied with the same thing, that I do not need to return the damaged items WITHOUT informing me how to return the incorrect sized ones that they wanted back. On that same day I just sent them a screenshot of their email to me, and I submitted another return request.
Feb 26: The return request was finally approved.
I thought it would all be over but it took another month of emailing, and of course, things did get worse.
Please wait and check for PART 2 of 4 as I can only review every 24 hours.
2026-06-11Helpful 8
LAlacemade.com★★★★★
Order# 175648 from MARCH 17 2026
Update on June 5:
Received the three items. Nothing about the Cairo Dress. Nothing from customer service. I wish there was a way to upload screenshots of the email correspondence as it’s easier to show the staff’s weaponized incompetence that way. It’s going to be THREE MONTHS of waiting by June 17. And to think I bought the dress during the exclusive access time frame. And not to mention the 75+ new dresses they’ve released since Mar 17 drop. You can check using the New Dream category on their website.
Update on May 27:
Customer service totally ignored what they wrote here on Trustpilot and changed it back to Cairo. They shipped the three items from that order but I’m back to waiting for the said dress. What was the point then?
Update on May 24 and 25:
My last convo with customer service via email (on the 24th) was that I wanted the order reverted to Cairo since they were making me pay for Belle’s Guilded and I was NOT going to do that. However, as you can see from their reply here on Trustpilot, they’ve confirmed that they would send Belle’s Gilded without charging me, and that they would ship it ASAP.
Update on May 23:
They emailed me back saying REPURCHASING is the way to exchange. Why in the world would I pay again for an item I’ve already paid for and now just want to exchange for a cheaper in stock item all because the former preorder item is going to take longer?
Order# 175648 from MARCH 17 2026
Did not get an update until I emailed them on May 5. As usual one item, Cairo Adventure Dress, is in preorder so they have not shipped it out, even if the other items are in stock. As per their advice, I switched to an in stock item, Belle’s Gilded Corset Dress. This was the resolution of all 3 weeks of emailing lol.
Lo and behold, I am now being charged for Belle’s Gilded, a dress I chose as per their advice of switching out a preorder for an in stock item, and a dress that costs less than Cairo Adventure. They should be refunding me!
Understand that since March 17 until the time of this writing, May 22, the brand has had several drops. It’s laughable how I have gotten their promotional emails for the new drops when they haven’t taken the time to update me about my orders. If you don’t email them about your order, THEY WILL NEVER REACH OUT TO YOU. I know this as I’ve ordered enough to reach their highest tier within 3 months. I have NEVER received items on time.
So yes, the 2-3 month long delay and severe lack of customer service is a feature of this brand.
2026-05-22Helpful 2
