London Undercover Reviews

Got the product sooner than expected, was in good condition. Also I made a mistake on my order which the customer service sorted out very quickly and with no judgment! Would buy again.

I recently bought a travel back from Aer at London Undercover as they are the only resller within the European continent.

Initially, I had my doubts about their site as they only sell umbrellas. After reading several positive reviews, I still ordered from them as I really had little choice. And with success, my parcel arrived just 4 days later (including weekend) via DPD in the Netherlands!

Shortly after my order, I also contacted their customer service via e-mail because I had used a wrong e-mail address while ordering. The mistake was solved within 10 minuntes, incredibly fast! Excellent service!

I bought one of your umbrellas and only just got to use it yesterday in the horrid torrential downpour and I must say it kept me AMAZINGLY dry, I felt as though I had been surrounded by a hedge of protection from being wet. I am extremely pleased I bought it, can already tell it will serve me well and also a great investment. Also I had an issue with delivery and Miles was extremely helpful and accommodating. I want to send my thanks to him. Much gratitude.

Absolutely first class service. Ordered after there cut off time of 12pm and still the goods arrived next day. In fact have placed 2 orders and the first bag I did not like, they sent me an RMA goods returned and refunded instantly. 2nd order was exactly what I wanted. Aer today and here tomorrow (that my catch phrase). Thanks guys!’

I called just after the delivery cut off, spoke to two different people and managed to have the umbrella delivered today. Beautiful umbrella, looks amazing and a superb service from both staff I spoke with. I will be back and can highly recommend!

5* customer service

Really impressed - everyone I spoke to at LU was very friendly and willing to help. Sorted out the issue we had quickly and without any hassle. Couldn't recommend more.

The quality of this umbrella is second to none. I love it. Amazing service too as I only ordered it yesterday! Can’t recommend enough!

Very disappointed by the service by LU especially after reading all the reviews. They have no handle on their delivery partners and from my experience are not customer focused at all.

I ordered an umbrella due to be delivered by their delivery partner (DPD) - despite me being at home and at the front of the house, DPD did not knock and left without delivering the product. There was no card left (I would have also heard the letterbox go if they had left one).

LU called me back when I wrote to them regarding the 'missed' delivery. Unfortunately this is where it all very quickly went downhill. They completely took the word of the delivery partner and advised me that they had been outside and why wouldnt they have tried to deliver the parcel (on the flip side, why wouldnt I answer the door!).

Following this I asked why DPD could not redeliver on another day (as they have done for other parcels I've had delivered) and was advised that they told LU they do not redeliver in this area - this seemed to accepted completely by LU despite other parcels being redelivered with no issue. The irony was that the parcel was not delivered to a local pick up point but back to a depot so had to be redelivered to this local area 2 days later anyway. Again, LU taking DPDs side without considering the customers experience or point of view.

My real frustration came from the conversation with the customer service agent. Firstly telling me that I was raising my voice (my opinion is that I was not) and then after advising me to let him finish, continuously cutting me off when I was speaking.

He then decided to passively aggressively suggest that instead of myself walking down to the local shop that he get on train to walk to the shop that was in my local area just to walk the product over.

I was then advised that talking to DPD is like to talking to brick wall and that these are they way things are - same could be said for my conversation with LU and then I was proceeded to be told about a personal delivery with a different delivery partner which was somehow relevant to our conversation.

It would have be great to have had some customer service which listened to their customer along with an apology and some empathy - but instead it was a frustrating interaction with LU. Definitely would not recommend them or use them again especially if I want anything delivered.

Response following London Undercover's response (edited 15 Jan 2022):
- DPD may have been there but again not consideration that they did not attempt to deliver this. I was aware of the time slot and awaiting this delivery. Some consideration on the customer perspective would be appreciated.
- The shop was 5 minute walk away however was not available to pick up until 2 days later therefore DPD had to 'redeliver' to this area. Again London Undercover accepting DPD's excuses with no consideration for their customer or the fact that DPD have redelivered other parcel to this area.
- The customer service agent also spoke with a great deal of hostility but again all the negativity is put on the customer.
-I DID NOT reject the offer to have this redelivered via the depot. This was was not offered. Please retract that as a claim that it was.
- The hand delivery option was said in a defensive mode and the way this was conveyed was to highlight where the shop was in relation to the delivery address rather than a practical solution. This was not conveyed a real solution.
- You may support other customers but I did not receive any empathy from London Undercover and in my case they did not support me as customer in anyway.

I got an AER bag from London Undercover. LU are the only official stockist of AER bags in the UK but the bag I wanted wasn't available online as it was out of stock.

I emailed LU just to figure out whether they were expecting any more stock in the next few weeks before I went on holiday (I wanted the bag for while I was away) and got an email back very quickly from their customer service rep, a very friendly & helpful person called Freddie.

Freddie informed me that while they didn't have any of the product I wanted online, they did have just 1 left in one of their London stores and if I was local they would be happy to put it to one side for me to collect. Unfortunately, I live in the north of England so couldn't get to one of their stores but they very graciously offered to get it sent to my home next day delivery completely free of charge.

This was such a refreshing and genuine bit of customer service, that I would definitely go out of my way to buy from them again. We should support businesses such as this who demonstrate good customer service.

Worth noting that the bag is spot on too, great quality and well packaged!

Good Job Freddie & London Undercover!

Cheers, Will.

I ordered Aer bag and it was really fast and easy transaction, the price is fair and the delivery is on time.

After placement of order; véry quick handling of order and shipment. Unfortunately for my 2nd order I had a small local issue with the parcel company which was handled by London Undercover with great speed and service; all done for me without any potential risk of losing the parcel or money spent on my side. Upon reception of product, the umbrellas were carefully packed and turned out beautifully made with a keen eye for detail; including the ornately done personalization engravings. I live in The Netherlands but both from a service and a quality point of view, I cannot find that locally and would certainly recommend going abroad for that extra that makes a good product and experience a great product and experience and buy a product that will give that extra sense of quality and style to your look and presentation.

Really nice and helpful staff, great range of beautiful umbrellas

Perfect in quality and style! The service is also a perfect experience!

Perfect in quality and style! The service is also a perfect experience!

Considering the brand is environmentally aware, prices are fair and products are still of high quality. Straightforward to order, was kept informed when my delivery would come and it came much sooner than expected! Great service from start to finish, would definitely recommend.