Sunday, November 8, 2026 · Customer reviews of US businesses
The Fair Hearing score
Average
54 reviews
Lilly & MaxSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
We are incredibly grateful that you took the time out to share your feedback with Lilly & Max. Customer satisfaction is our top priority and we are thrilled that you enjoyed your experience – it means the world to our entire team!Please notice: Shipping delay may happen occasionally, especially during the current situation. We will make our best effort to help you out of any problems you have during the transaction.
Lilly & Max (lillyandmax.com) has 54 customer reviews on The Fair Hearing, with an average rating of 3.4 out of 5.
Showing 18 reviews with 1 star · Clear filters
Order took over 3 weeks to ship my order and then, when i emailed them about it, it suddenly said it was shipped and “delivered” in the same day, but my package never came. They’re claiming since i received a delivery email that it must have been stolen and won’t give me a refund or a new product.
By Jennifer B.
I ordered The Explorer Fat Cat back pack and received a cheap knock off from amazon that cost 54.00 NOT the 88.00 I paid. What a SCAM and a RIP OFF!
By Maija Mikkola C.
Response from Lilly & Max· Sep 24, 2021
Hi Maija Thank you for your purchase with us. I'm so sorry that you had a negative experience with us. I've looked into the issue, and it seems that we sent the backpack out from our Amazon warehouse for fast shipping. Customer satisfaction is always a number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you. You can return the product if you don't want it. Please contact us on ([email protected]). Our support team will be happy to assist you. :-) We sincerely apologize for the inconvenience this may have caused. Best, Team Lilly & Max
I ordered about 20 days ago and still haven’t received my order. Very disappointed in this type of customer service. No tracking number just an email saying order was processed.
By Elshaday A.
Response from Lilly & Max· Aug 23, 2021
Hi Elshaday Thank you for leaving a review. I have tracked the package via USPS, it was delivered on August 20, 2021. Have you not received it yet? If not, please contact us on ([email protected]). Our support team will be happy to assist you. :-) Best, Team Lilly & Max
So I ordered the chic cat backpack for 79.99 and I recieved a dumb Texans brand cat backpack that goes for 40 bucks on Amazon what a joke will not order from your company again
By Steven H.
Response from Lilly & Max· Jul 12, 2021
Hi Steven I'm so sorry that you had a negative experience with our service. Customer satisfaction is always a number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you. As much as I hate to see you go, I completely understand how upset you must feel. I apologize again for any trouble we may have caused you. Good luck with everything! Sincerely, Team Lilly & Max
Disgusting and incompetent fools that completely screwed up the order with the wrong size and then wanted me to pay $$$ to return and threatened to close the order if I did not give them a tracking number in 5 days. They take no responsibility for their mistake. RUN AWAY FROM THIS FRAUD COMPANY ! CANNOT BE TRUSTED !
By Michael
Response from Lilly & Max· Jul 2, 2021
Hi Michael Please accept our most sincere apologies for the inconvenience you experienced for the mix-up your last order. We have sent you your correct order and please keep the initial package. We have also taken pains to figure out how your initial order was messed up and fix it so that it will never happen again. We have also punished the customer service representative for her mishandling of your situation. Again, I would like to apologize for everything that happened. I hope that you will not take this as the way we normally do business here at Lilly & Max and will shop with us at another time. If you ever have any problems with our company again, please contact us directly. Sincerely, Team Lilly & Max
Horrible experience with mailing. Style have not received the collar ordered April 26 and today is May 11
By JM
Response from Lilly & Max· Jun 1, 2021
Hi Jaclyn, Thank you for your feedback and we're sorry to hear that you're displeased with the shipping time frame. We are working on improving the shipping experience for our customers. Please know that we’re here for your best look ever! Best, Team Lilly & Max
Still no e-mail telling me my package was shipped and still haven't received it but I did get an e-mail to review the service and product before it was fulfilled thanks!
By jim
Response from Lilly & Max· Jun 1, 2021
Hi Jim, Thank you for your feedback and we're sorry to hear that you're displeased with the shipping time frame. We are working on improving the shipping experience for our customers. Please know that we’re here for your best look ever! Best, Team Lilly & Max
I could not give my Item back after it was the wrong size I can throw it away !!
By nannette R.
Response from Lilly & Max· May 7, 2021
Hi Nannette Thank you for bringing this to our attention. I’d like to sincerely apologize for the experience. As a result of your feedback, we are providing our team with additional customer service training to prevent similar situations from happening in the future. In the meantime, we're working to make this right. Our team will do everything they can to fix it as fast as possible. That being said, if there’s anything else that we can help you with at the moment, please feel free to reach out our support team([email protected]) and I would be more than happy to help. We do appreciate your business and hope to earn back your trust. Thanks again, Team Lilly & Max
