Reviews Analysed
21
We Collect & Analyse Reviews
Lily & Roo
Experiences & Reviews
Lily & Roo is a jewellery retailer specialising in pearl and personalised pieces. People researching the brand typically look for information on product quality, customer service and delivery/returns performance. This summary compiles customer feedback on those topics to help shoppers evaluate Lily & Roo before buying.
Overview & Key Metrics
Positive Sentiment
86%
Latest Review
11d
Overall Rating
4.4
Our Analysis
🎯
Service quality
Most reviewers report helpful, proactive customer service, with fast problem resolution such as replacements, exchanges and repairs.
Share
Strong
23%
💰
Value for money
A small number of reviewers raise concerns about paid-for delivery failing or returns costs, which discouraged subsequent purchases.
Share
Weak
3%
⚡
User experience
Ordering and delivery are often described as smooth and quick, and staff assist with online ordering; isolated delivery failures occurred.
Share
Strong
14%
🔧
Product quality
Many customers praise jewellery finish and personalised options; several reports note breakages, wrong engraving or flimsy chains needing repair.
Share
Mixed
19%
📞
Communication
Reviewers frequently highlight prompt, clear email responses and regular updates; only a few reviews mention poor or absent communication.
Share
Strong
15%
⭐
Overall experience
Most reviewers recommend Lily & Roo, citing quality and attentive service; a minority report delivery or returns problems that affected their experience.
Share
Strong
27%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (May 2022 – September 2025).
My husband bought me a gift for our…
"My husband bought me a gift for our silver wedding anniversary which they assured prompt delivery( which he paid extra for) well it’s not turned up an..."
Amanda Henry
Trustpilot
Sep 30, 2025
Featured for: missed delivery, poor communication
Excellent after sales customer service My beautiful pearl necklace (purchased…
"My beautiful pearl necklace (purchased 12 months earlier) snapped. I was so disappointed as I was just wearing it and had done nothing to provoke it...."
sarah hookes
Trustpilot
Sep 30, 2025
Featured for: snapped item, prompt repair
Incredible product & amazing customer service
"Ordered a necklace for our friends 30th & sadly it arrived with the wrong engraving the team incredible and sorted out within hours for us to return t..."
Chloe Burridge
Trustpilot
Sep 30, 2025
Featured for: wrong engraving, quick fix
I ordered a pair of earrings and a…
"I ordered a pair of earrings and a necklace. When the necklace came found it was too small for the person it was intended for. When I..."
Baljinder Bains
Trustpilot
Sep 30, 2025
Featured for: returns not free complaint
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
S
Stephanie Steele
trustpilot.com
Sep 30, 2025
Excellent service
Beautiful jewellery. Bought my daughter a necklace for graduation and it broke. I emailed to see if there was anything that could be done,...
A
Amanda Henry
trustpilot.com
Sep 30, 2025
My husband bought me a gift for our…
My husband bought me a gift for our silver wedding anniversary which they assured prompt delivery( which he paid extra for) well it’s not turned up an...
B
Beth Lamb
trustpilot.com
Sep 30, 2025
Really beautiful jewellery
Really beautiful, high quality jewellery. I keep coming back here any time I want...
A
Angie
trustpilot.com
Sep 30, 2025
Most caring & considerate jewellers
Their jewellery is beautiful but their customer service goes above & beyond. I unfortunately recently lost 1 of their curved initial...
M
Mette Sadr-Salek
trustpilot.com
Sep 30, 2025
Necklace for my daughter’s wedding…
I purchased a necklace for my daughter for her wedding. It was beauti...
E
Elizabeth Lawton
trustpilot.com
Sep 30, 2025
I had a gold/pearl angle chain
I had a gold/pearl angle chain It broke as it was very flimsy had it...
C
Chloe Burridge
trustpilot.com
Sep 30, 2025
Incredible product & amazing customer service
Ordered a necklace for our friends 30th & sadly it arrived with the wrong engraving the team incredible and sorted out within hours for us to return t...
D
Daphne Brotherton
trustpilot.com
Sep 30, 2025
Very helpful indeed.
I was very impressed by the way the firm handled my order as, being 88 years old, I got in a muddle on ordering on the internet and they w...
s
sarah hookes
trustpilot.com
Sep 30, 2025
Excellent after sales customer service My beautiful pearl necklace (purchased…
My beautiful pearl necklace (purchased 12 months earlier) snapped. I was so disappointed as I was just wearing it and had done nothing to provoke it....
K
Karen Fernandes
trustpilot.com
Sep 30, 2025
Great items
...
C
Carolyn Smith
trustpilot.com
Sep 30, 2025
Wow!
It’s so refreshing to find a company who provides such high-quality jewellery and fantastic customer care. I never received my order for the earrings...
C
Consumer
trustpilot.com
Sep 30, 2025
5/5 for customer service
5/5 for customer service - inputted the wrong address for delivery and the ema...
S
Shannel
trustpilot.com
Sep 30, 2025
Lilyandroo are amazing!
Lilyandroo have been absolutely amazing. I had originally purchased a necklace from them for my wedding which is beautiful and I really wanted the bra...
R
Roger Lee
trustpilot.com
Sep 30, 2025
I needed to exchange a gift purchased…
I needed to exchange a gift purchased for my wife by a third party. L&R couldn’t have been more helpful, with very prompt email responses, ou...
G
Giorgetta Fazio
trustpilot.com
Sep 30, 2025
Absolutely incredible customer service…
Absolutely incredible customer service and products. I am so so happ...
F
Franki Galea
trustpilot.com
Sep 30, 2025
Never had customer service like it!
Never had customer service like it! ⭐⭐⭐⭐⭐ Absolutely amazing experience, as a family we have bought so much from this compa...
N
Natasha
trustpilot.com
Sep 30, 2025
Lily and Roo are very responsive and…
Lily and Roo are very responsive and helpful. Loved m...
B
Baljinder Bains
trustpilot.com
Sep 30, 2025
I ordered a pair of earrings and a…
I ordered a pair of earrings and a necklace. When the necklace came found it was too small for the person it was intended for. When I...
H
Hannah Smyth
trustpilot.com
Sep 30, 2025
Don’t go past Lily and Roo for fabulous quality and great customer service
I cannot recommend this company enough- such fine, high quality jewellery and amazing customer service. Company go ab...
R
Rebekah Bowen
trustpilot.com
Sep 30, 2025
Exceptional customer service
Exceptional customer service. Needed a replacement necklace & Breanna could not have been m...
Conclusion
Customer feedback indicates Lily & Roo frequently resolves problems quickly: reviewers cite fast replacements, pre-paid repair labels and same-or-next-day corrections. Many customers praise the jewellery’s finish and personalised options, and staff are often described as helpful. However, a minority report product breakages, incorrect engraving, missed expedited deliveries and charges for unsuitable returns. Prospective buyers should check delivery guarantees and return costs, and ask about repair or warranty options when ordering personalised or delicate items.