For an order of three shirts I received only two, the last one wasn't sent. I have send a message to the customer service and got an answer within an hour. They investigated what went wrong and it see... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Fantastic customer service today from the Lyle and Scott team with emails resolving my inquiry over a parcel I had problems sending it back because I think I’d messed up doing the return details. They... See more
Company replied
Love the product, also love getting a bargain. When sale came up I jumped on it. Fast prompt delivery and great prices. Unfortunately great service can't be said for the carrier who left my parcel ou... See more
Company replied
This is not my first time of writing a review for Lyle and Scott. And my views haven't changed since. Love the brand and love getting a bargain whilst they have sales. Items wear well and don't disc... See more
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Company details
Written by the company
Quality menswear since 1874.
Contact info
4.4
Excellent
2k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 1 week
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Fantastic customer service
Excellent customer service. The issue was sorted the same day it was raised. Fantastic communication with customer services.
25 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Helen,
Thank you so much for your wonderful 5 star review. We are delighted to hear that your issue was resolved on the very same day it was raised.
Providing prompt support and keeping our customers fully informed throughout the process is something we take great pride in, so it is fantastic to know that our communication met your expectations.
Your kind words about our customer service team are truly appreciated and will be shared internally. Feedback like this means a great deal to us all.
Thank you again for taking the time to share your experience.
Kind regards,
Customer Support
Lyle and Scott
Excellent customer service.
Excellent customer service.
Had a faulty jumper. After supplying evidence a replacement jumper was sent out immediately by Royal Mail. Tracey in customer service was excellent.
17 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Neil,
Thank you very much for your fantastic 5 star review. We are so pleased to hear that you had a positive experience with our customer service team.
We are sorry that your jumper was faulty, however it is great to know that once the evidence was provided, the replacement was arranged quickly and sent out without delay. Ensuring issues are resolved promptly is very important to us.
Tracey will be especially happy to read your kind comments. I will be sure to pass your feedback on to her, as recognition like this means a great deal to the team.
We truly appreciate you taking the time to share your experience and for your support.
Kind regards,
Customer Support
Lyle and Scott
Reply from Lyle & Scott
Hello Matthew,
Many thanks for taking the time to leave us a 5 star review! We are very pleased to hear that our Customer Support team we able to assist here.
Your feedback is incredibly valuable to everyone here at Lyle & Scott, and we are grateful that you took the time to share your experience.
If there is ever anything further we can assist you with, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle & Scott
Good customer service
Really responsive and polite customer service. Sadly, it wasn't the news that I wanted to receive but I cannot fault the service.
20 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Gregory,
Thank you very much for your wonderful 5 star review. We are so pleased to hear that you found our customer service team to be responsive and polite.
While we are sorry that the outcome was not the news you were hoping for, it truly means a great deal to us that you still felt the service provided could not be faulted. We always strive to communicate clearly and respectfully, even when the circumstances are not ideal, so your understanding and kind words are greatly appreciated.
Your feedback is incredibly valuable to everyone here at Lyle & Scott, and we are grateful that you took the time to share your experience.
If there is ever anything further we can assist you with, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle & Scott
Worst customer office ever
The address on the parcel of my order was incomplete, so it couldn't be delivered to me. Both the courier and I wrote several times to the Lyle & Scott customer office, asking them to contact the courier in order to release the shipment, since only the sender was allowed to do it. They did not and ignored us, so now the shipment has gone back to them. I paid for goods I never received and did not hear from them since February 6 or received any kind of support. Beyond disappointed and angry.
6 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Carlo,
Many thanks for taking the time to leave us a review. We are disappointed to read this as we did reply to yourself on the 6th of Feb 12 minutes after you sent us a ticket. We are still waiting on any acknowledgement from yourself. Our customer support team advised that you would need to contact the courier directly as you inputted the wrong address on your order. As we advise on our website FAQ’s we strongly encourage customers to take time when placing their orders.
We would be more than happy to support in getting this resolved for you, but we need a response from yourself on what the correct address is?
We have also had zero communications from the carrier about this as the process after the order ships is the customer needs to contact the carrier to change this with them directly.
Our customer support team have contacted you again and we are looking forward to your reply.
Kind Regards,
Customer Support, Lyle & Scott
Great service.
Customer services responded in a timely manner in answer to my questions and then once my order was placed it arrived promptly two days later nicely packaged. Very pleased with my order and the very polite and efficient team at Lyle & Scott. Thank you.
19 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Martyn,
Thank you very much for your wonderful 5 star review. We are so pleased to hear that you had a great experience with us.
It is fantastic to know that our customer service team responded to your questions in a timely manner and that your order arrived promptly and nicely packaged. We always aim to provide a smooth and efficient service from start to finish, so your kind comments mean a great deal to us.
We are especially pleased that you were happy with both your order and the polite and efficient support you received from the team at Lyle and Scott.
Thank you again for your support. If we can assist you with anything in the future, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle and Scott
outstanding customer care
prompt response. entirely personal. no quibble at sorting out a replacement. follow up to see we were happy - so different from what we come to expect from customer service. tremendous.
18 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Jonathan,
Thank you so much for your wonderful 5-star review. We are absolutely delighted to hear that you experienced outstanding customer care with us.
Providing a prompt, personal service is something we genuinely pride ourselves on at Lyle and Scott, so it is fantastic to know that this stood out to you. We are especially pleased that arranging your replacement was straightforward and that our follow-up gave you confidence that everything had been resolved to your satisfaction.
Your comments about how different your experience felt compared to typical customer service truly mean a great deal to our team. Feedback like yours motivates us to continue delivering the level of care our customers deserve.
Thank you again for taking the time to share your experience. If we can assist you with anything in the future, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle and Scott
Excellent service.
The customer service responded to my complaint promptly, kindly, and in a very accommodating manner. I will continue to be a customer, as this experience left a very positive impression—especially in a situation where not everything went smoothly.
13 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Ben,
Thank you very much for taking the time to leave us such a fantastic 5 star review. We’re absolutely delighted to hear that our customer service team were able to respond to your complaint promptly, kindly, and in an accommodating manner.
While we’re sorry that not everything went smoothly initially, it’s wonderful to know that the way your concerns were handled left you with such a positive impression. Providing supportive and solution-focused service, especially when things don’t go to plan, is exactly what we strive for.
Your continued loyalty truly means a great deal to us, and we’re so pleased we could turn your experience into a positive one.
Thank you again for your valued support of Lyle & Scott. We look forward to welcoming you back again soon, and if you ever need any assistance, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle & Scott
Product received was faulty and not of…
Product received was faulty and not of good quality.
That said, customer services was prompt and refund received within 1 day.
17 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Richard,
Thank you for taking the time to leave your feedback. We’re very sorry that the product you received was faulty and did not meet the quality you expected. We completely understand how disappointing this must have been.
At the same time, we’re pleased to hear that our customer service team was able to respond promptly and that your refund was processed quickly. Ensuring a smooth and efficient resolution is something we take very seriously, and it’s wonderful to know that this part of your experience met your expectations.
Your feedback is important to us and will help us continue improving the quality of our products and service. We hope to have the opportunity to provide a flawless experience for you in the future.
Kind regards,
Customer Support, Lyle and Scott
I have been buying their lounge wear…
I have been buying their lounge wear for many years now (usually through House of Frazer stores). Recently bought few from the online House of Frazer store and the items I received were substandard, I know I used the same style previously which still feels new but the ones I recently bought started showing piling inside and outside, I threw one. When I contacted the customer support they aksed to provide pictures of the items (which I have yet to share) but they also aksed to contact HOF for any refund/replacement matters I didn’t find the communication very useful
7 February 2026
Unprompted review
Reply from Lyle & Scott
Hello,
Thank you for sharing your feedback, and we are very sorry to hear about your recent experience. We truly value long-term customers like you, and we completely understand how disappointing it must have been to receive items that did not meet the standard you’ve come to expect from our products.
Regarding your recent order through the House of Fraser online store, we do ask for photos of affected items so we can properly assess quality issues and ensure the best solution for you. We never received any response from yourself after multiple chasers.
While House of Fraser handles the refund or replacement process for online orders purchased through their site, we are committed to supporting you as much as possible as stated. Once we have the photos of the affected items, we can advise on next steps and work with the retailer to help resolve the matter.
We would kindly ask if you can reply and share the photos so we can share guidance on the next steps.
Kind regards,
Customer Support, Lyle and Scott
Great customer service…
The item I bought was a tad large when delivered and no longer on the website, the staff where able to find me the size I required in the warehouse and the exchange was made. Great customer service
9 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Gareth,
Thank you very much for taking the time to leave us such a fantastic 5 star review. We are absolutely delighted to hear about your positive experience.
We understand how disappointing it can be when an item isn’t quite the right size, especially when it’s no longer available online. It’s wonderful to know that our team was able to locate the correct size for you in our warehouse and arrange the exchange smoothly. Going the extra mile to find a solution is exactly the level of service we strive to provide.
Your kind comments about our customer service truly mean a great deal to the team, and we’re so pleased we were able to ensure you received the item you wanted.
Thank you again for your valued support of Lyle and Scott. We look forward to welcoming you back again soon, and if you ever need any assistance, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle and Scott
Requested a return & refund a month…
Requested a return & refund a month ago. You received product, within days, but ‘forgot’ to issue refund & I had to chase you - VERY poor!!
17 February 2026
Unprompted review
Reply from Lyle & Scott
Hello,
Thank you for bringing this to our attention, and we are sincerely sorry to hear about your experience.
While our returns and refunds are processed automatically through our system once an item is received, on this occasion the refund was unfortunately not completed as expected. We want to reassure you that this was not 'forgot ' about however, we fully appreciate how frustrating it must have been to see your return delivered and then have to contact us to have the refund issued.
This is certainly not the level of service we aim to provide, and we truly apologise for the inconvenience caused. Your feedback is being taken seriously and will be reviewed internally to help ensure this does not happen again.
As soon as you contacted us, our team prioritised your case and resolved the matter well within our service timeframe. Nevertheless, we completely understand that you should not have needed to chase this in the first place.
If there is anything further you would like us to look into, please do not hesitate to get in touch. We appreciate you taking the time to share your feedback.
Kind regards,
Customer Support, Lyle and Scott
It was very quickly and professionally
It was very quickly and professionally
17 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Taras,
Thank you very much for taking the time to leave us a fantastic 5 star review. We are absolutely delighted to hear that your experience was handled quickly and professionally.
Providing efficient, straightforward, and high-quality service is exactly what we strive for, so it’s incredibly rewarding to know this was reflected in your experience. Your kind feedback truly means a great deal to our team.
We greatly appreciate your support of Lyle and Scott and look forward to welcoming you back again soon. If you ever need any assistance, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle and Scott
Reply from Lyle & Scott
Hello Aamir,
Thank you very much for taking the time to leave us a fantastic 5 star review. We are absolutely delighted to hear that you found our team very supportive.
Providing helpful, understanding, and responsive assistance is something we truly strive for, so your kind words mean a great deal to us. It’s always incredibly rewarding to know that our support made a positive difference to your experience.
Your feedback will be shared with the wider team, as recognition like this encourages us to continue delivering the high level of service our customers expect from Lyle and Scott.
Thank you again for your support. We look forward to welcoming you back again soon, and if you ever need any assistance, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle and Scott
I just wanted to share a really great…
I just wanted to share a really great experience I had with Lyle & Scott.
I placed an order a while ago, but unfortunately the package seemed to get stuck somewhere in transit and basically disappeared. It was pretty frustrating at first, since there were no updates and it looked like it might be lost for good.
So I reached out to customer support — and honestly, they were amazing. Super friendly, quick to respond, and very understanding. No complicated back and forth, no stress. They immediately arranged a replacement shipment, and it arrived really fast. I was genuinely impressed with how smoothly and professionally they handled everything.
Then, about two weeks later, the original package unexpectedly showed up! I contacted them again, sent it back, and as a thank-you they even gave me a 20% discount voucher. Totally didn’t expect that, but it was such a nice gesture.
Mistakes can happen with shipping, but great customer service makes all the difference — and Lyle & Scott absolutely nailed it. I’ll definitely be ordering again.
15 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Sebastian,
Thank you very much for taking the time to leave such a fantastic 5 star review. We are absolutely delighted to hear about your experience.
We are very sorry that your original parcel appeared to go missing in transit, and we completely understand how frustrating that must have been. However, it is wonderful to know that our customer support team was able to step in quickly, arrange a replacement without any stress, and ensure it reached you promptly. Providing friendly, efficient, and straightforward support is exactly what we strive for.
We also truly appreciate your honesty in returning the original parcel when it unexpectedly arrived. Your understanding and cooperation mean a great deal to us, and we are pleased that the gesture of a discount voucher was a nice surprise.
While shipping issues can occasionally happen, we are committed to making sure the resolution is handled smoothly and professionally, so it is incredibly rewarding to know we achieved that for you.
Thank you again for your kind words and for your continued support of Lyle and Scott. We look forward to welcoming you back again soon, and if you ever need any assistance, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle and Scott
Was an item missing from my order
Was an item missing from my order
Micheal very kindly sorted it out quickly.
Excellent service
9 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Debby,
Thank you very much for taking the time to leave your wonderful 5 star review. We are delighted to hear that, although an item was missing from your order, the issue was resolved quickly for you.
We are especially pleased to know that Micheal was able to assist and sort this out promptly. Providing efficient and supportive service when things do not go to plan is something we truly strive for, so it is fantastic to hear that this resulted in an excellent experience for you.
We will be sure to pass your kind comments on to Micheal and the wider team.
Thank you again for your generous feedback and for supporting Lyle and Scott. If you need any assistance in the future, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle and Scott
Customer service was excellent a few…
Customer service was excellent a few issues with delivery though.
13 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Karl,
Thank you for taking the time to leave your review. We are really pleased to hear that you found our customer service to be excellent. That is wonderful feedback for our team.
We are sorry to learn that there were a few issues with the delivery. We completely understand how frustrating this can be and appreciate you bringing it to our attention. While delivery is handled by our courier partners, we certainly take your feedback on board and will continue working to improve the overall experience.
If there is anything further you would like us to look into regarding your order, please do not hesitate to reach out. We are always here to help.
Thank you again for your feedback and for supporting Lyle and Scott.
Kind regards,
Customer Support, Lyle and Scott
Reply from Lyle & Scott
Hello Luka,
Many thanks for taking the time to leave us a review. We are disappointed to see that you have left a one star review. After looking on our system we are sorry to say that we have no record of an order being placed in your name.
We have also had no email or call from yourself regarding this therefore we would kindly ask if you can contact us as soon as possible so we can help where we can.
We look forward to you contacting us.
Kind Regards,
Customer Support, Lyle & Scott
Everything was fine with communication…
Everything was fine with communication with the seller. The problem is the shipping once it arrives in Portugal.
9 February 2026
Unprompted review
Reply from Lyle & Scott
Hello Rui,
Thank you very much for taking the time to leave your review and for your honest feedback. We’re really pleased to hear that you were happy with the communication from our team throughout your order.
We’re sorry to learn that your experience was impacted by the shipping process once the parcel arrived in Portugal. We understand how frustrating this can be, especially when everything else has gone smoothly. While local delivery is handled by our courier partners in the destination country, we absolutely take your experience seriously and will use your feedback to review this with them.
If there were any specific issues with the delivery, please do not hesitate to reach out to us directly so we can look into this further and see how we can help.
Thank you again for your feedback and for supporting Lyle & Scott.
Kind regards,
Customer Support, Lyle & Scott
Reply from Lyle & Scott
Hello Roel,
Thank you very much for taking the time to leave your 5-star review. We are pleased to hear that you had a positive experience with our aftersales support when you needed assistance.
Providing reliable and responsive service, especially when resolving an issue, is extremely important to us. It’s great to know that our team was able to support you when it mattered most.
Thank you again for your feedback and for your support of Lyle and Scott. If you need any assistance in the future, please do not hesitate to get in touch.
Kind regards,
Customer Support, Lyle and Scott
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