Excellent communication and love my new bag Lucia so much it is such great leather for the style.

***Update 14th March*** The bag has arrived and to be fair, they did keep in touch and the delivery was fine. I am however, keeping the review at 3, because of a couple of things. The description says it is leather, but it certainly doesn't smell like leather and I'm not convinced it is. It is quite stiff but I know leather can be like that. The catch can be a bit tricky to get in completely as there's no resistance but it does work. The plusses are, it's a good size bag and it does looks nice. I will keep it but I won't be purchasing any more as I do think it is overpriced for what it is. This was around £117 with a discount, but I would say its worth around £50-£60. I've ordered an Eliza bag and have just received an email telling me there will be a delay as the boxes were mis - labelled by the factory, so were sent back by Customs. The message also said it was a pre-order. No it wasn't. It was an order. I really hope that this is not a scam. The fact they have sent an email informing me of the delay is good hence why 3 stars and not one. I saw this on Instagram with someone I know modelling this, so thought it to be trustworthy. I have a feeling they may be overwhelmed with orders as this person has a lot of reach. The delivery is due on the 15th so I would expect the bag very soon after. It was not a cheap item. I also hope they address this issue with the factory, as this should have been checked before they were sent.

Awful experience and horrendous customer service. Never have I had to chase a company multiple times to get a basic response despite the mass posting on other social media. Replies to my query about a bag and eventual returning of an order were extremely blunt. Despite not stating this under the terms and conditions, they are refusing to refund the total price including delivery. I have never been treated so badly by a brand who have been so unresponsive, which others appear to have experienced too. This has been ongoing for months.

Got the double zip cross body bag as a gift. Zip is very rough, with sharp teeth and catches on clothing. Furthermore the LRM gold discs fall off as the clasps on both zips have a large gap. This means it also catches on clothing and other things you may carry such as other shopping bags and I’m constantly trying to untangle myself from it! This bag has thus far ruined 4 of my jumpers! Have been back to the store who referred me to LRM’s customer service and initially they requested photos. I sent these and have chased SEVERAL times but now they do not respond at all. Reading other reviews above it seems poor customer service is typical of LRM bags so I would urge caution in buying one of their bags.

I bought a bag for my partner for Christmas, with the initialling. After using it a few times the initialling is coming off. Emailed customer services they were quick to ask for a picture but since we have sent this we haven't heard back. We have sent multiple emails and nothing for over a week. Such bad Customer Service. Wouldn't recommended at all, not fit for purpose. We have faulty goods and they can't even respond. Update they have finally responded and want the bag back to ‘fix’. You can see from the response below their ‘customer service’ is awful and rude. Do not buy from this company the product speaks for itself, A bag used a few times and the initiating is wearing off. Read the reviews, wish I did before buying for my partner. The customer shouldn’t have to wait for you to fix it after it being used a few times. As said in my email I will be contacting trading standards.

Disappointing service! I bought a bag as a present on the 21st dec (morning) using next day delivery so that it will arrive in time for Christmas. During this time their socials have been advertising how you still have time to get it before Christmas.. blah blah blah. It never turned up and since then I have been trying to get in contact with them through email which they don’t reply. I only hear from them if I message via social media which tells me to send an email!

Husband bought me the Lucia cross bag…wanted a good quality bag for ages! Only used it for special occasions….out for dinner recently and my bag fell to the ground, the strap broke off completely ! Haven’t had it a year….Policy is 6months warranty, really disappointed , expected better for a bag that’s just shy of £100!

Purchased a bag online that arrived smelling of urine. LRM insist it’s the natural smell of leather. It’s absolutely not. I have 5 other items (yes I’m a loyal returning customer) that smell of beautiful leather. This smells of urine. Nowhere near the smell of natural leather. They insist it is and so will not refund me as they don’t deem it faulty. The bag cannot be used as the smell is so strong. They told me to clean it (yes clean a brand new bag!) with washing up liquid no less. Thoroughly disappointed, actually love a lot of their bags but out of principle i certainly won’t be parting with any more of my money.

I am extremely disappointed. I ordered a bag as a gift and when it came it had all black marks on the inside. I got in contact and was told to send the bag back and they will send a new one. If has been 2 weeks since I sent it back and I have heard nothing at all. This is ridiculous as I thought LRM were a good company but feel they have minimum professionalism and I will definitely not be ordering from them again. I hope this gets there attention as my 3 emails haven’t.

Just received my fabulous Lucia bag. It’s super stylish and and just that bit different to other bags around this price on the market. So pleased with it. LRM were also really helpful to the point of sending an independent photograph to ensure l ordered the right colour. My bag arrived in two days, beautifully wrapped. Very much looking forward to wearing it and to adding to my collection.

My husband gifted me their heart bag for me for our wedding day with my new initials embossed. Within 3 months of use the strap broke off the bag, I contacted LRM and they told me they don't stock this bag anymore, I didn't want a different one as I'd wanted their heart bag for years and it was sentimental from my wedding day. They then told me to get it fixed at a cobblers, at my own expense I may add. I had it fixed at a boot mender, they did the best they could and that was that. A few months later the strap is breaking again and now the zip has broken. I contacted them again and because it was out of the 6 months policy they weren't going to do anything, baring in mind I reported the original issue 3 months into using the bag (within their policy) and then it broke again. After going back and forward with emails (them ignoring many of my emails until I prompted them) and me stating my statutory rights they offered a £15 credit note. The bag was £80 new and broke after 3 months use, I paid myself to have it repaired and they offer me £15 to use on another purchase with them so they can take more of my money? Absolutely not. I've seen many reviews that their bags are of poor quality, and then they don't want to reply when someone complains. I'm not one to complain, but I feel in this case I've been well and truly done over. I honestly wouldn't bother, it's a shame cause they're a business I've followed and wanted a bag from for years so the quality and service is very disappointing.

First purchase from LRM & it did not disappoint. I ordered the Lucia bag in black with a gold monogram, which came beautifully packaged & the quality did not disappoint. Will definitely be purchasing from them again soon.

Avoid, avoid, avoid. My leather bag started wearing within a few months, I contacted the company and they said it was outside of their 6month refund policy, my second email they just ignored. I would have expected better wear for leather.

I would really recommend the Pippa bag, I purchased it around 6 months ago and have had a lot of compliments about it since. The personalisation is showing no signs of wear either, will definitely be buying more bags from LRM in future!

I am now on my third LRM bag. I have the Phoebe, Pippa and Lady cross body bags. I love them all for different occasions. The leather is beautiful and the fact that they are personalised is great. The service I received was excellent.

Fantastic quality product with hassle free ordering and service. Will be using again.

Just purchased my 7th handbag from LRM. I absolutely love these bags, the quality is amazing and the leather is excellent. Been purchasing these for all my family. I will be back for more

Brought as a gift for my wife, absolutely loved it. Great value for money, high quality leather (smells great) will purchase again.

Bought the Rosie bag and loved it so much ended up getting one each for my mum and sister. Have since bought a Lola bag in green and found it so useful that it goes to work with my laptop in and also big enough that I don’t need a separate shopping bag when I go to the shops for some retail therapy (big enough to hide purchases)! Would highly recommend.

Lovely quality bags, lovely packaging and great service xx