Cecil and Lou

Sizing is soooo off. PJs run very small...rompers run sooooo huge. NO CONSISTENCY! And to top it off their customer service is awful. No response and dont accept returns...WILL NEVER ORDER AGAIN FROM THEM.

I purchased 5 items advertised as on sale and in my cart for 15$ each. When the charge came through on my card, it was for full price of 45$ each! I contacted customer service within 5 minutes of the transaction and asked them not to ship if they could not correct the charge. I provided proof with pictures that the items were advertised and in cart as sale. They also continued to email me asking me to purchase the items in my cart for 15$ for 2 days after the sale. They shipped the items anyway and have refused to refund the difference or provide a shipping label for return. The cutomer service for this company is horrific. The phone number provided is never answered. I left messages that were never answered and called all day at different times. Shop at your own risk or shop Sitchy Fish or Smocked Auction- not this company!

I ordered in plenty of time, according to the website, for my items to arrive by 4th of July. I never received even an order confirmation and had emailed several times about the status and the fact I needed them prior to the 4th, as they were specific to that holiday. Finally got a response only to say they couldn't return or exchange. One of the outfits that was monogrammed had red buttons that bled onto the outfit even before washing. The customer service was bad and clearly they don't value their customers or having them return. I WILL NOT BE PURCHASING EVER AGAIN!

I placed an order and never received it. I attempted to have the item sent again. They foolishly offered me a 24 mon. When I had ordered a 3 mon size.
They finally, after over 15 emails, gave me a credit but refused to credit the shipping cost! I've received no explanation as to what happened. So, they expect me to pay for shipping on something I never Received! Their last email, I believe #25, states " we are unable to refund the shipping since it did ship".
Wait a minute... who is "we"? It's your company, your error and I' m expected to pay for it. They have finally offered a credit for future purchase! There will be no future purchases! I now have to dispute the charge with my credit card company. They could have been so courteous, apologetic and willing to make me whole in this transaction. Instead, they ve chosen to waste my time and lose a customer over 8.00! Not a very intelligent customer service policy.

I am so overwhelmed and distressed over the horrific communication and customer service afforded by this company. I placed an order on 12/31 for a baby shower that I have coming up. I ensured that I placed the order with enough time, as listed by their website. I have tried contacting this company for an update and receive ZERO updates, even though I have attempted to follow their protocol. Email responses state to allow a response 24 hrs. It's been ten days.

But if you visit their website, you receive a text from someone asking if you need help buying. That person, of course, can only assist with purchases. BUYERS beware and Cecil & Lou, I beg you- please respond!

I ordered the Blue and Red Daisy Print Smocked Short Set for $40.00. The first time that my granddaughter wore it, three of the four straps tore. Her teacher had to take clips and clip the straps together so the top wouldn't fall off during the day. Cecil and Lou wouldn't take it back and they wouldn't replace it because it had been more than 10 days since it was delivered. That 10-day policy is quite intentional; they don't won't to deal with returns, so they set their return policy at 10-days. No one wanted to help. In fact, when I emailed about the issue; they asked me for pictures which I sent. They then emailed back to say it had been more than 10 days, so there "was nothing they could do." I then asked why I had to send the pictures since the broken straps didn't make a difference. No answer from them. I recommend staying away from this company.

Have ordered before and order was delayed and customer service response was rude. Gave them a second chance and placed another order. Worse experience. They don't have the product they "sell". So their delivery times are all lies. IF they get the product in, you MIGHT get your order in the month they originally said. MIGHT. They have just chosen to not respond to ANY email requests for information. They don't care about providing good customer service. They hardly care about even providing the products they sell.I'd LOVE to put a picture of the dress I bought, but that would require them to ship it, or respond to emails regarding shipment, but they don't. And I think we are far enough removed from the pandemic to stop blaming it. Stop selling product you don't have in stock.

I love Cecil and Lou and have made several orders over the last year, but I am currently very frustrated with my recent order experience. I placed an order for over $200 yesterday, and I never received an order conformation. They are impossible to get ahold of and the text customer service is terrible. It's been over 24 hours and they haven't been able to help identify or confirm my order (yet my card was charged immediately!). My online account also did not show my recent order. The lack of communication/answering a simple question is beyond frustrating. My mother in law also made a large order a month ago, got charged and never received her items. I'm very upset and disappointed.

I've been trying to get someone to provide me with a phone number all day to know if they'll. The chat person does not answer and they don't answer in the email when you ask for a phone number. My order was sent to the wrong address. I have no idea where they got that address from but it's not what I put in when I ordered it. I emailed them to advise of their mistake and the only response I got back was telling me where it was sent. They said nothing about correcting it. I already knew where they sent it because when I got the tracking number, the address was incorrect and nowhere near where my daughter lives. Never again will I order from Cecil and Lou.

I have ordered 2 sets of zipper pajama onsies for my son. The first set we liked a lot so I ordered another set only to find that they were not made of the same material and overall not the same item. I have been emailing with their customer service for a week. She first tried to get to take a tape measurer and measure the pajamas, she asked me to send photos of them, and now she says I can return them but I would have to pay the shipping, restocking, etc. I will never ever buy anything from this company again. Going back and forth with customer service for a week over baby pajamas is ridiculous. They think if they do that, you'll just drop it and move on. If she had started with allowing me to return no questions asked or by applying a credit to the item I thought I was getting, it would have been a totally different outcome.

They sent me the wrong order and I can't get anyone to respond. I just want the correct order sent to me. The fabric feel cheap but there is a no return policy. The outfit they sent me is not my style and as my husband said looks like window curtains.

I ACCIDENTALLY ORDERED 2 OF THE SAME PRINT ON A PRE-ORDER--I RETURNED ONE TO THEM AFTER CONFIRMING THIS WITH THEM--HAVE ALL MY DOCUMENTATION.
I DID ANOTHER PRE-ORDER WITH THEM AND ASKED THAT MY CREDIT BE APPLIED BEFORE CHARGING MY CARD FOR THE BALANCE--AGAIN WITH ALL MY DOCUMENTATION. SAID THEY CANNOT HONOR MY CREDIT ON THE ORDER--CANCELLED MY ORDER. I WON'T BE PURCHASING FROM THEM AGAIN.

I used to love this brand but their sizing is so inconsistent from piece to piece. They have a no return and no exchange policy so I just won't be taking the chances anymore.

Just when I thought I found a new little boutique for my little girl was SO WRONG! My little girl is super tall for her height so I always and I mean always order 2 sizes up just for height. I know for certain I ordered a 6 and not a 5 for my daughter, but of course this particular store is set on they make NO mistakes! Didn't even offer me a return, I had to ask for one just to find out I'll be getting store credit, pay to return and also a restocking fee of course.
I will stick to smocked auctions, Etsy, and stichy fish as I know they value their CUSTOMERS

I am so disappointed with this retailer. My order got lost in the mail and it was impossible to get ahold of anyone. I will never purchase again.

Their return policy is laughable and honestly pretty close to robbery. Do yourself a favor and DONT PURCHASE THROUGH CECIL AND LOU! Go to every Smocked Auctions or Smockingbird!

We ordered outfits 5 months ago never received. They will not respond or give money back. Its a scam and reporting to BBB