Many reviewers highlight fast, personal customer service that resends missing items, sends replacements, and includes vouchers or small gifts. Several customers praise the clothing quality and attention to detail. A recurring negative theme is parcels that never arrive or international shipping breaking down. A few reviews mention enquiries going unanswered and refunds that were not processed.
Examples from available reviews (Jul 2017 – Mar 2026).
Support solved problems and followed up to ensure satisfaction.
“So helpful Solved all my problems and then followed up to make sure I was happy”
Customer praised both superb service and excellent clothing quality.
“the clothing is second to none!”
Goods did not arrive, courier lost them and customer service was absent.
“Goods purchased don't arrive”
Refund promised twice was not received after a return.
“This refund has not happened yet”
Many reviews name specific agents and describe quick, tailored solutions. Customers point to clear fixes such as immediate replacements, reshipments, apology cards, and follow-up checks. A smaller set describes missing support or refund promises that were not resolved.
Several reviews mention vouchers, bulk-discount codes, and occasional compensation after shipping mistakes. Beyond that, comments on price or long-term value are rare.
When everything runs smoothly, many shoppers describe easy ordering, fast delivery, and simple returns. Another group reports parcels lost in transit, delivery failures after reaching the destination country, and orders cancelled or never received. These delivery problems drive the most negative buying experiences.
Multiple reviewers praise the build quality and fit, using phrases such as "second to none" and noting the "attention to detail". A small number report shrinkage or sizing changes after washing, pointing to isolated quality or care issues.
Most customers describe quick, clear replies from customer care and timely order updates. The main complaints focus on no response from brand contacts and messages left unanswered, including one case where the Head of Brand did not reply. In a few individual cases, refund communication also broke down.
Sentiment is largely positive when customer service steps in quickly to fix problems. Separate reviews end on a sharply negative note when delivery or refunds remain unresolved. Overall, the feedback splits between high satisfaction linked to responsive support and dissatisfaction tied to logistics failures or silence in communication.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (8) · Reviews (1) · Quotes shortened · As of: March 2026
Customer support replaced a lost parcel and provided a 20% voucher.
“they even gave me a 20% discount voucher.”
Michael promptly resolved a missing-item issue in the order.
“Was an item missing from my order Micheal very kindly sorted it out quickly.”
Customer service was personal, attentive and went beyond expectations.
“A special thank you to Marcus for the outstanding service.”
Customer service was excellent despite some delivery issues.
“Customer service was excellent a few issues with delivery though.”
Shipment did not arrive for the reviewer.
“shipment didnt come”
Communication was fine, but shipping failed after Portugal arrival.
“The problem is the shipping once it arrives in Portugal.”
Provided good aftersales support when problems occurred.
“Good aftersales when you have a problem”
Customer service replaced an out-of-warranty gilet with a new one.
“they still went over and beyond and provided me with a brand new gilet”
Support solved problems and followed up to ensure satisfaction.
“So helpful Solved all my problems and then followed up to make sure I was happy”
Customer praised both superb service and excellent clothing quality.
“the clothing is second to none!”
Helpful, fast response; order arrived quickly and clothes were perfect.
“order arrived quickly and the clothes were perfect”
Received an excellent, quick and reliable response.
“Excellent, quick response and reliable.”
Customer service resolved a failed return and provided fast help.
“no problems with my return after an initial failed return.”
Replacement issued immediately after parcel was lost; excellent customer service.
“Was issued replacement immediately.”
Reviewer thanked the company for trying to resolve the issue.
“Thanks for trying.”
Customer service is top tier with no-quibble returns and refunds.
“Top tier in terms of customer service”
Sweatshirt quality was great and service was even better.
“Great quality sweatshirt, even better service. Thanks Tracey”
Customer service team was excellent, proactive and caring.
“Excellent pros”
Marcus resolved an initial order difficulty professionally and respectfully.
“handled and resolved quickly by Marcus in a very professional and respectful manner.”
Tracey was very helpful and resolved the order issue personally.
“Tracey was no end of help in getting matters resolved.”
Customer service promptly re-sent a missing T-shirt and kept me informed.
“She really went out of her way to help and solve the problem.”
Head of Brand did not reply after promising a possible kit.
“I didn’t hear back for almost two weeks”
Prompt and positive response allowed me to order stock timeously.
“Prompt and positive response to my enquiry allowing me to timeously order an item of stock .”
Received quick and friendly service response.
“Great service.”
Customer support was perfect and much appreciated.
“Your support is perfect!!!”
No one replied to the reviewer's message or enquiry.
“Nobody replied me!”
Customer service was friendly and provided a quick helpful response.
“I had a great experience with Lyle & Scott customer service.”
Customer support corrected sizing and reprocessed order within ten minutes.
“All carried out within 10 minutes.”
Customer service responded quickly and parcel notification followed shortly.
“They got back straight away”
Head office sent a free sweatshirt after resolving a wrong-size store error.
“send me a free sweatshirt to cover my expenses”
Reviewer praised the customer support as amazing.
“Amazing customer support”
Service was fast, friendly and reliable.
“fast, friendly, reliable”
Received a fast response from customer service.
“Fast response”
Received a swift response and an order update simultaneously.
“A swift response to my query & an update on my order at the same time.”
The purchase was an easy experience for the reviewer.
“Easy experience!”
Customer support quickly reshipped after shipping problems and used personalised approach.
“the customor support team made sure my package was shipped immediatly.”
Return handled with friendly, quick and effective service.
“Very good service and perfect support with my return.”
Customer care operative Michael resolved newsletter and discount registration issues quickly.
“Micheal from your Customer Care Operative helped me in a very fast and friendly manner!”
Received a quick, simple, polite response and likely will reorder.
“Quick, simple and polite response with an easy fix.”
Steve was approachable and willing to explore proposed opportunities.
“I found Steve to be very approachable and willing to explore the oportunitites proposed.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Lyle & Scott is a Scottish clothing brand known for knitwear and casual clothing. It started in Hawick and has built a heritage around knitted pieces and wardrobe staples. The range includes menswear, womenswear, childrenswear, and accessories, sold online, in retail stores, and through wholesale partners. The brand uses recognisable design cues, including a distinctive logo, and centres collections on woven and knitted fabrics.