0 stars. A complete failure of product, sizing and service.

I spent nearly R2,000 on three “made-to-order” items from Lovu. They arrived more than 3 weeks later and were so comically oversized they were completely unwearable, despite having provided accurate measurements upfront.

After immediately raising the issue, Lovu collected the garments, claiming they would re-tailor them in “good faith.” Good faith is demonstrated through outcomes. After weeks of delays, courier error, missed deadline, and two attempts to fix the problem, the outcome is the same: the garments are still enormous and unwearable.

These items were purchased for a business trip. The altered garments arrived after I had already left and still bear no resemblance to my measurements. Their “extra small” could easily pass as plus-size. The workmanship is poor, the fabric cheap, and the quality completely misaligned with the price point. You could honestly get better value (and sizing) at Mr Price. I should not have to spend a fortune on additional tailoring for items that were meant to be custom-made.

Service failures included: • Delivery delays exceeding three weeks • Sending the wrong parcel to the courier • Rushed overnight shipping to correct their own error • I was assured alterations would be completed in time for a business trip • Removing complimentary leggings (also the wrong size) before returning the order

Rather than taking accountability, Lovu hides behind its internal refund policy and incorrectly relies on it to deny a refund. Internal policy does not override the Consumer Protection Act, which requires goods to be of acceptable quality and fit for purpose. These are not.

Lovu has stated they will “defend their position” publicly. The facts speak for themselves: if these garments had been altered to my measurements, they would fit. They do not. No customer should have to spend a fortune on additional tailoring for bespoke items at that price point.

For a brand that prides itself on custom fit and craftsmanship, the experience has been the exact opposite. I will never shop at Lovu again and strongly caution others before spending money with this brand. There are far better local South African businesses offering genuine craftsmanship and customer care. This is not one of them.