Lulus
3.9
5.3
Overall Score
Author: Kalicia Bateman
LAST UPDATED: November 14th, 2021
Lulus Fashion Lounge (Lulus for short) started out as a mother/daughter dream back in 1996. Since then, they have grown to become a leading online retailer in women's fashion that offers clothes, shoes, and accessories. Their story started back in the 1990s when jobs were hard to come by. The mother/daughter duo, Colleen Winter and Debra Cannon, wanted to start a café, but found a niche with clothing styles instead. Apparently, the mother/daughter dream is doing well. The business has received investment capital from HIG Growth Partners. This investment firm has a ton of capital and routinely invests $5 to $30 million in businesses. Lulus delivers stylish outfits and good customer service on a consistent basis.
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The Good
- Great Product Line
- High-valued Products at Affordable Prices
- Free Shipping on Orders Over $50
Lulus provides its customers with an enjoyable shopping experience from the following:
Great Product Line
LuLus, while limited in the number of brands and selections that they carry, are known for offering a high volume of each brand. When looking through the lulus boutique style selections, you will typically only see a few items that are sold out; this is substantially lower than many other online clothing companies. They also have a quality accessories line. You will find makeup, purses, handbags, and scarves. While the selection of makeup was somewhat limited, you can find a lot of stylish options that would fit the clothes available through their clothing options. The jewelry is also classy, pricey, and affordable. They also have a great search tool to peruse their women's clothing products. There are modeled pictures of many pieces of fashion attire to help assist shoppers in making the right purchase.
Lulus dresses are particularly well-known. Customers of the boutique online can even sort dresses by occasion or trend. Users can find prom, cocktail, party, formal, vacation, graduation, wedding, or bridesmaid dresses quickly and easily through Lulus boutique-style site.
High-valued Products at Affordable Prices
The prices throughout the company site are competitive with other women's fashion based on the higher-quality nature of their clothing items. While you will find lower costs for some items, the quality offered through their site allows you as the shopper to get valuable bang for your buck. The investment backup that Lulus has to accompany it is definitely worth mentioning as a positive. HIG Growth, who now backs Lulus financially, is a prestigious growth investment firm that has provided them with welcomed support.
Free Shipping on Orders Over $50
One area customers are able to save in costs is with shipping. If the total amount of your order is over $50, the company offers free shipping (as long as your location is inside the continental United States). This amount would not include any coupons you may have used during your shopping. Orders with ground shipping can take up to 5 days to be processed. Expedited orders are shipped the same or next business day (depending on what time of day you order). Ground shipping has a flat cost of $5.
The Bad
- Women's Clothing Only
- Not Low-end Clothing Costs
- Limited Mobile App
- Return Policy
The negative aspects of shopping with Lulus are:
Women's Clothing Only
Based on our ranking criteria, the more people who are able to shop at a particular store the better option the store is. Lulus only offers clothing for women, making their potential shoppers not be as many as some other large retailers. However, for women (particularly those Lulus is targeting as customers) this is not a negative and instead provides them with an almost exclusive brand they can be a part of. If you don't fall into this category, then the limits on the customer type will be seen as a negative.
Not Low-End Clothing Costs
As was described in the good section, Lulus offers quality clothing items. They do not offer a great deal of low-end, low-cost apparel items. This does not mean their prices are necessarily high, however, it does mean they are not the greatest destination for consistent bargain shopping on low-quality clothing.
Mobile App
As a successful online retailer, you'd expect an accompanying mobile app. Though one exists, it appears to only be available in Chinese. This is obviously problematic for English-speaking users.
Return Policy
Our Lulus reviews contain many customers who are unhappy with the customer service experience when it comes to returns. Lulus will only grant free return shipping if the order is postmarked within 10 days of the delivery date. Unfortunately, that falls on Lulus side to ensure that happens in a timely manner. If their service does not mark it in time, the customer will have to pay the extra fees.
The Bottom Line
Lulus exclusive styles are made its customers in mind. The company buys and designs sophisticated, chic and modern styles.
We recommend Lulus for customers who are looking for trendy clothing options. We felt like Lulus price range was spot on for a trendy "mid-line" clothing provider. The classiest lulus dresses we found on their website were in the $200 range, whereas we also found classy dresses for about $50. This pricing option makes it easy to find a great fitting dress or other apparel at a great price. Lulus reviews have been mixed thus far.
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Lisa ,
Although dresses were nice they did not fit and return policy states they can be returned as long as tags are still on dress. I tried dress on for all of 3 minutes and put back in box- tags never removed. LULUs claims there were no tags on dress when returned which is not true. They refuse to refund money.! Tags were on dress but there is no way to prove that. Total RIP off - would not recommend doing any business with this company if you think there is any chance of having to return item. Very disappointing.
*update* company has reached out and is now stating they will refund money- thank you LULU's
5 years ago Edited September 14, 2021
Reply from Lulus
Hi Lisa!
Thank you for sharing your review. We are so sorry to hear of your disappointment regarding your recent return. This doesn't sound like a typical situation and we would love to look into this for you! If you could please email us at love@lulus.com using the subject line, "Review Moderation" and your order number, our team would love to get you taken care of right away!
Hoping to hear from you soon,
XOXO
Thank you for sharing your review. We are so sorry to hear of your disappointment regarding your recent return. This doesn't sound like a typical situation and we would love to look into this for you! If you could please email us at love@lulus.com using the subject line, "Review Moderation" and your order number, our team would love to get you taken care of right away!
Hoping to hear from you soon,
XOXO
Feb. 17th, 2021
Sarah Williams Wilmington, NC
Wrong Color Bridesmaid Dress
We all ordered matching bridesmaids dresses from Lulus in blush. Wedding day comes and I do not match the other bridesmaids. They send me dusty lavendar instead of blush. When I reached out to Lulus they claimed it was likely just a difference in dye lot. We all ordered our dresses within two weeks of each other and every other dress was identical. Additionally, my dress was not slightly off-tone, it was a different color. Their first offer to make it right was a 15% discount - their customer service regarding this has been a complete slap in my face.
It is so not worth it you guys! Just do not shop with them if it is an important occasion.
7 years ago
Reply from Lulus
Hi Sarah,
Thank you for taking the time to share your review with us. We are so sorry that you received the incorrect color dress, and we sincerely apologize that you didn't receive the assistance you needed when you contacted our customer service team. We see that since the time of your review, you have been in touch with one of our customer service supervisors. We hope that through this communication with a supervisor, we have been able to provide further assistance and a more appropriate resolution for your concern.
We pride ourselves on quality and service, so we don't want a customer to receive an incorrect item. As your order was placed in October of 2018 and the color difference wasn't discovered until the day of your event, we realize that our options to find a solution for this inventory mistake were limited. We have issued you a full refund for the cost of the dress to your original payment method. This refund has been processed within our system, and you should see reflected back within a few business days depending on your bank's policies.
We have reviewed your order and contact with customer service and agree that there was room for improvement on our part. We apologize again, as this isn't the standard to which we hold ourselves as a team. The 15% coupon initially provided to you was sent as a gesture of our apology while we requested further information, rather than with the intent to resolve your concern. When communicating with us directly you provided additional feedback about the subsequent exchanges you had with our customer service team. We take our customers' comments to heart, and want to improve our processes and service wherever possible. We assure you that your feedback, provided both by email and through your review, will be shared with our departments for further review. We understand your disappointment in the service you received, and we hope that in our subsequent communications we have been able to better address your concerns.
We would love to do something to make this up to you beyond the full refund we issued, so we have sent you a total of $50 in store credit and a coupon which you're welcome to combine with this credit! We're eager to regain your trust in Lulus as a company, and we hope you'll give us the opportunity to make this up to you if you place another order. If you do have any questions, please don't hesitate to respond to our recent email or give us a call at 866-918-5858. We're in the office daily and we would be happy to help however we can!
Enjoy the rest of your day! XOXO
Thank you for taking the time to share your review with us. We are so sorry that you received the incorrect color dress, and we sincerely apologize that you didn't receive the assistance you needed when you contacted our customer service team. We see that since the time of your review, you have been in touch with one of our customer service supervisors. We hope that through this communication with a supervisor, we have been able to provide further assistance and a more appropriate resolution for your concern.
We pride ourselves on quality and service, so we don't want a customer to receive an incorrect item. As your order was placed in October of 2018 and the color difference wasn't discovered until the day of your event, we realize that our options to find a solution for this inventory mistake were limited. We have issued you a full refund for the cost of the dress to your original payment method. This refund has been processed within our system, and you should see reflected back within a few business days depending on your bank's policies.
We have reviewed your order and contact with customer service and agree that there was room for improvement on our part. We apologize again, as this isn't the standard to which we hold ourselves as a team. The 15% coupon initially provided to you was sent as a gesture of our apology while we requested further information, rather than with the intent to resolve your concern. When communicating with us directly you provided additional feedback about the subsequent exchanges you had with our customer service team. We take our customers' comments to heart, and want to improve our processes and service wherever possible. We assure you that your feedback, provided both by email and through your review, will be shared with our departments for further review. We understand your disappointment in the service you received, and we hope that in our subsequent communications we have been able to better address your concerns.
We would love to do something to make this up to you beyond the full refund we issued, so we have sent you a total of $50 in store credit and a coupon which you're welcome to combine with this credit! We're eager to regain your trust in Lulus as a company, and we hope you'll give us the opportunity to make this up to you if you place another order. If you do have any questions, please don't hesitate to respond to our recent email or give us a call at 866-918-5858. We're in the office daily and we would be happy to help however we can!
Enjoy the rest of your day! XOXO
Aug. 13th, 2019
Kat Culver City, CA
I bought two pair of faux leather leggings for $88; they had over 100 glowing reviews so I felt confident that I would be getting pants that I loved. The first half dozen times I wore the pants they were amazing, they fit and looked great. Now, they're totally stretched out and look like garbage. The waist stretches all the way up to right under my boobs and the crotch is totally bagging and sags when I walk more than a couple steps. They look awful. Now I either throw them in the Goodwill pile or pay $45 (per pair!) to take them to the tailor so they fit properly. I wish I never bought from this company. Their clothing is absolute junk. I found negative reviews of the leggings but they're listed several pages in, I feel like they hid the negative reviews in the back where people couldn't see them.
7 years ago
Reply from Lulus
Hi Kat, Thank you for taking the time to share your feedback! We're so sorry to hear of your experience with these leggings, and we would like to assist however we can. Could you respond with your order number and/or email address so that we can locate your purchase and look into this further? Hope to hear from you soon! XOXO
Jun. 14th, 2019
Jamie
I ordered two dresses that were ready to ship. I got an email immediately that one item was on back order but when I ordered it, it didnt say that. And then they said my WHOLE order is on back order even though it clearly stated that "To ensure fastest shipping, some items might ship separately." Nope. They are probably both never even coming even though online they are still both able to be ordered. If something is on back order dont let MORE people buy it.. I dont want a refund - I just want my correct dresses to ship. So frustrating. Especially when you order them for a reason and you dont know if youre going to have to order elsewhere.
7 years ago
Reply from Lulus
Hi Jamie, Thank you for your review! We're so sorry to hear of your experience with this order, and we would like to assist however we can. Could you respond with your order number and/or email address so that we can locate your purchase and look into this further? Hope to hear from you soon! XOXO
Jun. 7th, 2019
Shameka Las Vegas, NV
I ordered a jumpsuit to wear this March to a wedding and when it arrived it did not fit the way I’d hoped. I initiated a return and sent the item back in its original packaging. A few days later, I receive an email stating the garment did not meet the return requirements and was worn and stained. I immediately called their customer service. I did not wear this outfit for more than five minutes let alone stain it. Calling their customer service I was told I could not have a refund only an online credit of my purchase price of $100. I was told they could send me pictures, but conveniently they were unable to attach the pictures to any of the 3 email attempts. I told the lady Laura, while it’s not her fault, I will NEVER order from them again, and that she might as well send the jumpsuit back for me to donate because that online credit will sit there for eternity. She claimed they would send it back and I requested that in writing, which I have yet to receive. Total scam artists. Save your time, money, and energy and go to a legitimate store.
7 years ago
Reply from Lulus
Hi Shameka, Thank you for your review. I'm so sorry for your negative experience with this return. We did receive your product review on our website as well, and following that review we issued you a full refund for the item to your original payment method, without return. At that time, a supervisor did call you at the phone number we had on file to let you know the refund was processed. I truly am sorry for the frustration this return caused, however I hope that we've been able to improve your experience with this refund. If there's anything else we can help with, please don't hesitate to be in touch. We'd like to assist however we can, as we really want to regain your trust in us as a company! Hope we hear from you soon! XOXO
Feb. 5th, 2019
Hope Rio Vista, TX
Worst clothing place! I normally don't write reviews unless there is something to share. I recently ordered something off of Lulus and it was just a simple dress but when it came in it came in horrible quality and the size was not as told. As you have 10 days to return your item you don't get your tax or shipping refunded. I paid $50 for this low quality dress which was nothing like it was described. But I only got $36 back. They charged me $7 for "not returning item on Time" when I did. I was just extremely disappointed for the quality of the clothing when I paid so much and when I tried to return it only got a little bit more then half of my money back.
7 years ago
Kerriann Los Angeles, CA
First and last time ordering from Lulu's solely based on my customer service experience. I contacted customer service because my package has been sitting in a facility less than 1 mile away from me for over 3 days. I contacted UPS to pick up but they stated that I could not due to the shipping service Lulus selected. When I spoke to a representative by the name of Heather H. , she informed me that my package was scheduled to be delivered the next business day (which I already knew) and there was nothing she could do. I told her that I would not be home to receive my package and I needed it today. Instead of being understanding, she berated me and had the audacity to tell me that Lulus didnt choose the shipping for me , and next time I should spend more money on expedited. I purchased my item when Lulu's was offering FREE SHIPPING, so my shipping was defaulted to that. Furthermore does that make it okay for my package to be sitting down the street for me for over 3 days because of the cheapest delivery service you chose to use with your company? Then I spoke to another representative, Hannah B, who only offered me the option to pay an additional cost to pickup my package. Before I could respond she stated she had to leave and ended the chat.
I am done with Lulus and I will be letting family and friends know not to give them any business.
8 years ago
Reply from Lulus
Hi Kerrian!
Thank you so much for taking the time to leave your reviews and bring this to our attention. We are so sorry that you did not get your package when expected. I apologize for the service you received and that it was less than perfect, which we pride ourselves on.
I had a supervisor call to discuss this order and arrival date, reviews and possible solutions! We hoped that we were able to turn this around for you and resolve this for you.
I look forward to your reply!
Thank you!
Thank you so much for taking the time to leave your reviews and bring this to our attention. We are so sorry that you did not get your package when expected. I apologize for the service you received and that it was less than perfect, which we pride ourselves on.
I had a supervisor call to discuss this order and arrival date, reviews and possible solutions! We hoped that we were able to turn this around for you and resolve this for you.
I look forward to your reply!
Thank you!
Oct. 9th, 2018
Chris West Mifflin, PA
The site follows your every move like you're a shoplifter. 4x now I was asked to verify I'm not a bot with over $300 in my cart. Then, it didn't like my car or street sign verification choices, which I might add, were correct multiple times. It bounced me out of their site, with words I will remember "It doesn't look like you are serious about shopping here'. WTH? 3 items over $300 in my cart and I was still shopping. Life is too short to deal with absurd rules.
Took the hint, and left insecure Lulu in the dust. Dropped twice the amount at Nordstrom in 15 minutes on a site didn't make it awkward for me to shop.
8 years ago
Crimson Schwartzkopf Bryan, TX
I place two orders within a week of each other. Received one fairly quickly. Not a fan of the material so I decided to only keep one.
Second package has been a nightmare. I'm anal about tracking my packages and love to know where it's at in the process. I place several orders in one week and this is the last one. There was a small delay, derailment, totally okay with that. Life happens. But what people don't know is that Lulu's uses SurePost. It's a hybrid of UPS and USPS. They work together, and I guess this can work. This time it's been a nightmare.
My package was sent to USPS "per sender's request," i.e. the SurePost agreement Lulu's has. This was not done with my first package. While sitting at the post office, the address is deemed undeliverable and the tracking says this message:"The post office was unable to deliver the UPS SurePost® package as addressed. Please contact the sender for assistance."
So I contact the sender. (I would like to add this message was added, but I hadn't heard anything at all from anyone from the company stating that my address was deemed undeliverable. I only found out do to my anal nature in following packages.) The sender confirms my address is correct, says they don't know why this is the way it is, and they recommend I go pick it up at my local post office.
We have three in my city, so i would first need to contact all three to see where it is. They say I can just wait it out, it'll be returned to them, and then sent back out and hopefully delivered. This option will take a while. Yeah no. I have a job, I don't have time to go to the post office (will be either one or two trips depending if I guess right!) to pick it up. That's why I had it delivered there and not the post office.
I tell them to cancel the order, refund me, and that they can pick it up themselves. (At this point they had ignored other questions I had about the process because I'm worried this would happen in the future with other packages. A natural concern.) I explain that I have a job, I wanted it delivered to my house and I don't care enough about the clothes to deal with this.
The next response is that they can't cancel the order because it's in transit, but when it's delivered I can refuse it or return it through the normal refund policy. Clearly this new person did not read the problem I was having since my package is in limbo and isn't going to be delivered to me. And what happened to the item being sent back to the facility to be redelivered to my place? Why can't they mark this order? Intercept it when they do receive it again?
This shouldn't be my job to clean up a mess that was created before it even touched my hands. They are the sender and they confirmed the address was correct, so why am I doing all the grunt work? There has to be a way that the SENDER can approve a package to be returned. If the point of contacting the sender is so they can fix the address, then maybe that can just change the address to their returns facility.
Off the top of my head I can think of so many different ways they can approach this, but the customer service reps are being lazy and not thinking things through or fully reading what is going on with this situation.
This is ridiculous and it shouldn't be the customer's job to fix a delivering issue when the sender should be more than capable of doing this. I shouldn't need to be calling the different places, looking on the websites for frequently asked questions and capabilities. For an online company that deals exclusively with delivered goods, you'd think their employees would be more adept with delivering issues.
8 years ago
Hailey Meridian, ID
I ordered a dress for my graduation from Lulus because they gave me an in store credit after messing up my first order BAD. (I ordered a dress for prom three weeeks before prom and the didn’t email me till a WEEK after I ordered the dress saying they had a site error and my dress was not in stock. So I ordered a new one but I needed two day shipping so I could have it altered or fixed if needed, well they “forgot” to do that and I had to order a THIRD dress and get the fast shipping, to only receive an average- not so cute - wrong size dress.) Anyway, so I order this black dress for my graduation (order number 67653312) and I receive it and it’s super cute and I’m like okay awesome maybe Lulus isn’t such a rip off site after all. So I wore the dress ONE time for about one hour and it breaks in the middle of graduation. The strap popped clean off. So I the whole top of the dress was falling and I had to leave my high school graduation early. I emailed the Lulus company and have several pictures and they won’t even give me a refund. Such a horrible experience and I wasted my money here twice.
8 years ago
Ashley A. Jacksonville, FL
Lulus is kind of like an online Rue21 or Forever21. It looks cute for one wear and then falls apart. I order the Artemis White Peplum top, washed it according to the instructions, and it unraveled badly in several places. I contacted Lulus and they said they couldn't do anything about it because I had already worn it. I told them that it was clearly a manufacturer defect and they still wouldn't help me.
Previously I had also ordered a red velvet floor length dress that had lace in the back-- and the lace was so thin and cheap, it actually rolled in on itself along the edges. I figured maybe this was a one time mistake, so I gave them another chance by ordering the peplum top. I've decided they just don't have any pride in the quality of their product. I will not be purchasing from them again.
8 years ago
GWYN SHERMAN Orlando, FL
I purchased over $1000 of Lulu clothing. I returned 1/2 of it due to it not fitting me. Sent back within hours after opening the box, folded, creases crisp, all labels on the merchandise. I returned several pair of pants. One 1 pair had a yellow spot in the intimate area as they called it so wouldn't provide me with a refund. I couldn't get the jeans up my thighs so not from me. All the back up of my return is supported. The heads are $200!! with holes in them for that matter. Interesting out of 10 items received that one pair of white pants have a small spot they are saying I must have done. Who looks at seems when trying on clothes, especially if they don't fit. You just get bummed they don't fit so you quickly take off and try the next one. Now I lost $200. I spent over $600 in my order and now I wish I can return it all. They are not making sense with this situation and it is very offensive. I will not let this go.....THIS IS SO WRONG!!
8 years ago
Molly Chiesl Vista, CA
Total scam! I will never buy from them again. Watch out ladies! I ended up ordereing two sizes of the same dress. A size medium and a size small. The dresses arrived on time and I tried on the small which fit perfect but was to short and I didn’t want to wear flats to a ball. So I didn’t even bother taking the medium out of the packaging since I knew it would be too large. I requested a return form online and sent both dresses back the next day! Well....... 10 days later I received a package from them in the mail so I opened it and lo and behold it was the another dress like the ones I had returned. I didn’t even open it because I knew there must be some mistake. What’s crazy is the dress Actually had a cigarette burn on it that you could see through the clear plastic bag. So I emailed costumer service to let them know that a) I haven’t received my refund yet for my returns and b) I received a 3rd dress that I didn’t order and c) the dress has a cigarette burn........ long story short I I was accused of wearing this dress and burning ahold in it with a cigarette. They denied my return for a dress that I never opened and that I never wore..... oh and it wrecked of cigarette too- and I don’t even smoke.... I will be returning this dress as well reversing the charge through my credit card company! Unreal.... huge scam. I was so so so excited to purchase their dresses for next spring/summer since I just lost all my baby weight....sadly, they will lose my business as well as the business of all my coworkers, girlfriends and family.
8 years ago
Sarah S Los Angeles, CA
I ordered four dresses from Lulu's, and despite the slightly cheap material, I was happy with my order. However, I returned one of the dresses just a few days after I received my items expecting the free return they had promised on their site (within TEN days!), but they still charged me shipping. When I asked why, they stated that they only processed the order after the ten days had passed, even though I had sent it back before. Never before have I been unjustly billed for a company's lax and leisurely processing time. DO NOT ORDER FROM THIS SITE! They will lie and try to take your money over blurry fine print, and their customer service is impersonal and incapable of looking into specific issues rather than simply reciting what is already printed on their website.
9 years ago
Makenzie Baird Kuna, ID
Originally I had purchased four bridesmaid dresses from LULU's. I will admit they came very fast so that was nice, however one dress did not match the color of the other dresses. Another one of the dresses had a tear in the seam. The whole process to send these dresses back was a nightmare. I was able to send them both back for free. However, as well as sending me 2 replacements for the dresses, they refunded my card! I was very confused. Me being an honest person, I called them and pointed out to them that the refunded me as well as exchanged my dress. I immediately was told that I needed to pay them back in 3-5 days when the refund hit my card. They made me feel that I was stealing, when in fact I was calling them letting them know they refunded me when I wasn't supposed to be. So I had to sit around for a week waiting to receive a refund that I should have not gotten in the first place because for some reason they could not VOID the refund. I then had to call them back to RE-PAY for the dress. I was very irritated. I honestly feel that they should have let me keep the refund that was their mistake in the first place. Anyways, I went ahead and called them back to repay for the dress. I thought I could put this whole company behind me after this. Instead, two days later, I look at my bank statement and they DOUBLE CHARGED me for the one dress! I am so upset and disappointed with this company. I would not recommend anybody shop at this website. Now I have to wait 3-5 business days for MY MONEY to go back into my account. The only way that I would every consider shopping with LULU's again is if they did the right thing and refunded me the entire amount that they took from me in the first place. Until that ever happens, I will not shop here. If any of my friends or family ask me advise on shopping here, I will go back to this experience. This company really needs to pull it together to prevent other customers from experiencing this.
9 years ago
Annemieke
I've purchased from Lulus several times. Their delivery time is unusually long from date of purchase to actual receipt of merchandise. Also, returns are exceedingly unnecessarily long. My latest shipment arrived minus a much needed belt for a jumpsuit I ordered. After, contacted Lulus of this error, I was told they no longer had the item in my size. I suggested they'd simply take a belt from another another package and mail it to me. This, they could not do because they "do not do this because then we'd have an incomplete outfit." I reminded them they had sent me an "incomplete" outfit although I had paid for a complete outfit! I also asked them, did they not wish to correct their error with me instead of concerning themselves with an incomplete outfit for a non existent customer?!? She replied by offering a discount. Oh great, so maybe I should put a sign around my waist saying, "I realize a belt should be holding up this jumpsuit BUT I have discount!" Ridiculous. Just do the right thing!!! Possibly then your reviews will improve.
9 years ago
Madam Spencer
I ordered a Free People top from them that was quite expensive. ONE day after I placed my order, I saw the same top at Nordstroms online for just over $14. LESS. I contacted Lulus, who claimed to have already shipped my order---(In fact they had generated a shipping label but did not ship for days.) I asked if they could please price match and gave them the Nordstrom's link proving what I was saying. In my experience, everyone has matched a price when I have shopped online for a major brand. Lulu's did nothing. They refused to give me a refund for the difference in price (which to us would have really helped), and if I had returned it, I would have to pay for the shipping, plus they would not credit me the shipping I had paid already. Frankly, I have a small business and I would never lose a customer over $14. The good will is worth that surely... I told them I would never shop there again, and I never will.
9 years ago
sandra dias
I ordered 2 dresses from Lulus both came within the time frame, but I had to pay an extra $100 because of shipping costs, and once the dresses arrived I was so disappointing in what I purchased. One dress a size M fit good on the top but the bottom was insanely tight, definitely not a size M i usually wear a size small. Needed it for a wedding this weekend but its so tight it would be inappropriate to wear it. Lulus sizing is COMPLETELY incorrect. That is one dress down the other dress which was a long gown in size small, is too big. AGAIN WRONG SIZING. The slit in the dress is crooked and the seams are so badly done that the strings are showing. The zipper is super low quality, along with the dress. Regardless both dresses cost me a good $200 CAD because prices are in US and then I got hit with $100 shipping charge which I'm out now completely. I have to return the dresses which I HAVE TO PAY FOR AGAIN, losing money for no dress. This is so absurd, I've purchase from Lulus in the past but this is the last time, I basically just Lost $100+ on nothing because I have no dresses and a HUGE headache and waste of time. WILL NOT RECOMMEND LULUS EVER OR PURCHASE FROM HERE. Extremely angry and disappointed as the to weddings I have in June I still have no dresses for. It looks like from the other reviews I've read on here that Lulus does not have good shipping, quality or customer service.
9 years ago
Dissatisfied Customer
I purchased 3 dresses from Lulu which I returned immediately upon receiving because the quality were not what they appeared to be on their website. The colors were not as bright, the fabric in two of them were rough, looked cheap, and the stitching in the other looked unprofessional. My issue however, is the length of time it takes to be refunded for returns. It has been 17 days since I returned these items and I have yet to receive my refund. I spoke to customer service on several occasions and needless to say I got nowhere. They did not seem to be particularly concerned with customer satisfaction.
9 years ago
Jennifer M. Seal Beach, CA
I spent $150 on a dress only to have it arrive damaged (2 holes in the back of the arms along the seams). I contacted Lulu's customer service team to inform them that due to time constraints I would need to have it fixed by a professional tailor, rather than return and sent a new one (they were sold out online anyway). Lulu's informed me they would refund me the tailoring costs ($58) if I provided an itemized receipt, which I did. I contacted my tailor and there were TWO additional tears in the fabric that also needed to be corrected. I went to my tailor to see the dress and called Lulus. I've sent them pictures of the dress along with receipts and the essentially they told me "sorry, we'll send you store credit when you return the dress". I DON'T WANT THE DRESS. I DON'T WANT STORE CREDIT. I WANT WHAT I'VE INVESTED INTO THIS DRESS THAT IS UNWEARABLE.
9 years ago
Emi Renton, WA
Be mindful of shipping. I needed to ship it to my workplace (as my home address often gets packages stolen), if they try to deliver it on the weekends and gets sent back to Lulus, YOU get to cover the costs.
I needed some dresses before I left on vacation and unfortunately they shipped it to be delivered on Saturday. It was sent back right away to Lulu's and I was informed that I could place a new order with expedited shipping if I wanted the items. Otherwise I would have to pay another $5 to get it shipped back out (which would be useless since my event would have already passed) OR pay a 15% restocking fee and additional $7 shipping fee (because THEY offer free shipping, they need you to pay for it when it gets shipped back). With the total of my dresses, that's a nice $31.48 Lulus gets for free and I get nothing. Last time I'll be ordering from them.
10 years ago
Brooke Lincoln, CA
This website is destined to be a scam. Got 3 dresses for graduation and the quality was nothing like the pictures presented online. Material was terrible and looked nothing like the material on the model. I was telling a friend about this and she told me (might not be true) that Lu Lu's takes their pictures from other websites and makes crappy quality items that look similar in the worst way. I sent them back today but I am worried due to the reviews on this page. I'm worried I will not get my money back. Overal, never been so frustrated in ordering clothes as I am with this webite. DO NOT SHOP HERE
10 years ago
Ann Hefel Denver, CO
Terrible customer service. I purchase 3 dresses to try on and returned 2. 3 weeks after the return, the dresses showed back up on my doorstep with no packing slip, explanation or email. I contacted the company and they said the items were 'damaged' and 'covered in hair'. They were 2 full length black gowns, and to think that not a single hair would get on them after trying them on is absurd. They took photos and emailed them to me which were laughable. I counted about 5 hairs. If people are unable to try on the clothing without the risk of it being un-returnable then you should have a no-return policy. Absolutely ridiculous, and now I have 2 ill-fitting black gowns totaling over $200 that are in perfect condition which I am stuck with. Will never use this site again.
10 years ago
Paige Naperville, IL
I used to buy a lot from Lulu's and normally the clothes would work out for me. However, I recently had an experience where some things did not work out and I sent for return. The instructions on how to return were misleading, and when I reached out for assistance the person was not helpful and really condescending towards me. Really cute clothes, but if that's how they treat customers I don't want to give them my business.
6 years ago
Reply from Lulus
Hi Paige,
Thank you for your review! We're truly sorry for any confusion about how to ship your return back to us, and for the lackluster customer service you received. In hopes of assisting with this, one of our team members reached out to you on 12/16 by phone and email.
Your return was transferred to the correct shipping carrier, and arrived back to us yesterday. We have since processed your return, and your refund was issued today! You should see it post back to your original payment method within 3-5 business days depending on your bank's policies.
We pride ourselves on quality and service, so we never want to leave a customer without the assistance they need! In hopes of making up for this experience, we've sent you some store credit for use on any future order.
We hope that we've been able to resolve this concern for you. If you do need any further assistance, please feel free to be in touch with us. We're in the office daily and will help however we can!
Have a great day! XOXO
Thank you for your review! We're truly sorry for any confusion about how to ship your return back to us, and for the lackluster customer service you received. In hopes of assisting with this, one of our team members reached out to you on 12/16 by phone and email.
Your return was transferred to the correct shipping carrier, and arrived back to us yesterday. We have since processed your return, and your refund was issued today! You should see it post back to your original payment method within 3-5 business days depending on your bank's policies.
We pride ourselves on quality and service, so we never want to leave a customer without the assistance they need! In hopes of making up for this experience, we've sent you some store credit for use on any future order.
We hope that we've been able to resolve this concern for you. If you do need any further assistance, please feel free to be in touch with us. We're in the office daily and will help however we can!
Have a great day! XOXO
Dec. 20th, 2019
Highly disappointed Charlotte, MI
Originally I didnt receive the dress I ordered. I had to contact them and they were fast at getting me a replacement. Shortly after one dress arrived, the original arrived as well. The dress didnt fit me, so I returned both dresses in the same bag. I have been trying to get my money back and it is becoming very frustrating. Their return department is saying they only received the one dress. Which is not true. I would not keep a dress that doesn't fit me. I just want my money back. I will never buy from this site again.
7 years ago
Reply from Lulus
Hi there, Thank you for sharing your review with us! We're truly sorry to hear about the difficulty you had with this return. At Lulus, we pride ourselves on quality and service so we would like to find a resolution for this. We reached out to you privately through BestCompany's messaging system on August 19th asking for more information so that we can locate your order, but we haven't received a response. If you could please provide us with your order number and/or email address, we will gladly contact you and provide assistance! Hope we hear from you soon! XOXO
Sep. 3rd, 2019
Cassie K Westerville, OH
TERRIBLE customer service. When items get ruined in the washer after you wash them ACCORDING TO WASHING INSTRUCTIONS, they will refuse to refund you, but offer you 30% back. I had a $128 jacket get ruined in the washer when I washed it according to instructions and they offered me $35. Seriously?!?!? Don’t waste your time or money here. Go somewhere that will fix the problem.
7 years ago
Reply from Lulus
Hi Cassie,
Thank you for taking the time to leave a review. I am so sorry for the poor experience you had with this order. At Lulus we pride ourselves on quality and service, so this is not the standard to which we hold ourselves. A supervisor has reviewed your order along with your contact with our customer service team, and reached out to you via phone and email in hopes of finding a resolution. We have issued you a full refund for the jacket to your original payment method, along with a $50 store credit as a gesture of apology. We hope to hear back from you soon, as we really want to make this right.
Enjoy the rest of your day! XOXO
Thank you for taking the time to leave a review. I am so sorry for the poor experience you had with this order. At Lulus we pride ourselves on quality and service, so this is not the standard to which we hold ourselves. A supervisor has reviewed your order along with your contact with our customer service team, and reached out to you via phone and email in hopes of finding a resolution. We have issued you a full refund for the jacket to your original payment method, along with a $50 store credit as a gesture of apology. We hope to hear back from you soon, as we really want to make this right.
Enjoy the rest of your day! XOXO
Feb. 5th, 2019
Kathleen Houston, TX
Their return policy is horrible. They say they are free and easy but they are only free for the first 10 days after it is delivered. For someone as busy as me, I normally don't have time to pick the packages up from my apartment, try them on, and then decide if it fits, and then order the return and get it to the post office in 10 days. So silly in my opinion. Will never shop at such a frustrating company when there are WAY better and EASIER companies to work with.
7 years ago
Reply from Lulus
Hi Kathleen,
Thank you for taking the time to leave a review of Lulus! I would be happy to assist you with your return in any way that I can. Could you reply at your earliest convenience with your order number and/or email address so that I can locate your return?
Hope to hear from you soon! XOXO
Thank you for taking the time to leave a review of Lulus! I would be happy to assist you with your return in any way that I can. Could you reply at your earliest convenience with your order number and/or email address so that I can locate your return?
Hope to hear from you soon! XOXO
Feb. 5th, 2019
Elaine Conroy Naperville, IL
ABSOLUTE GARBAGE. Wish I could rate it a Zero. Ordered a dress for Homecoming Dance that literally fell apart at the dance within a half hour of wearing it for the first time. I returned the dress and requested a full refund, including shipping. I was told I would receive the full refund including shipping, but did not. I don't want to waste any more of my time fighting with this garbage company. Do NOT buy from them.
7 years ago
Reply from Lulus
Hi Elaine!
Thank you so much for taking the time to write and post this review. I am so terribly sorry that you did not receive a quality item and that the shipping was not refunded which we stated we would.
I have a supervisor reaching out to you ASAP to review your order, refund due and you reviews that you have posted.
We are most eager to assist you and rectify this situation and mistakes on our end. I look forward to your reply! Have a wonderful day!
Thank you so much for taking the time to write and post this review. I am so terribly sorry that you did not receive a quality item and that the shipping was not refunded which we stated we would.
I have a supervisor reaching out to you ASAP to review your order, refund due and you reviews that you have posted.
We are most eager to assist you and rectify this situation and mistakes on our end. I look forward to your reply! Have a wonderful day!
Nov. 2nd, 2018
Jeannie Louisville, CO
I ordered 3 items on sale, which I knew couldn't be returned, but I still thought they were pretty on the site. I ordered based on their measurement guides. One dress was too big, one dress was too small, and the piece of jewelry I ordered didn't look like the picture and was cheap looking. Super disappointed and a waste of $50. Would not order from them again.
8 years ago
Danielle Gabay Fort Lauderdale, FL
Buyer BEWARE: DO NOT BUY FROM THIS COMPANY!!
I wish I read the reviews prior to purchasing. Their clothing is made with the worst material. They look and feel cheap and nothing like in the photos. I ordered 10 items and returned all but 2. The 2 items (final sale) were sized as Small but fit like an XL. I am so disappointment - feels like I just threw money in the Garbage. I don't think they even deserve a 1 star review....
8 years ago
Sharon Miles Jacksonville, OR
I bought a xlarge dress going by the size chart they provided. The dress is not even close to the measurements. It only covers half of my bust area. I am a size 12-14. I can't tie the wrap around my waist either and it comes so long it looks like a train. I am 5'5 tall. Of course I can't return it even though it's the dress that is not accurate measurements. Not even close. Last time I will waste my money.
8 years ago
Melody Niederst Windermere, FL
I wasn’t planning on reviewing but since I read similar stories to mine here goes:
Ordered about 10 items, kept 2 (which one was unraveling by the end of the day). Returned next day, got accused that I wore and damaged a blue shirt when it didn’t even fit me (think nursing mom). I asked for a picture, they emailed me back stating they attached the picture with no attachment. Their clothes are junk and obviously they are scam artists. Ladies, pay a little extra money form Nordstrom/Bloomingdales/revolve/ASOS and don’t deal with this sham of a company. What a joke.
8 years ago
Jacquelyn Sheridan Chicago, IL
The clothing isn't worth the customer service hassle. I had an issue with an order where I wasn't allowed to return an item (it was sent back to me), which "showed signs of wear". I suppose this makes sense in theory, except that I never wore the outfit - the wear they pointed out didn't come from me! I ended-up stuck with a $60.00 item of clothing that I literally cannot wear (it's so tight it won't zip!).
8 years ago
Kayla Phoenix, AZ
I have been trying to buy a dress through this site because my friend chose a color here for her bridesmaids' dresses. I have 1) be declined for a refund because of "pet hair and lint inside and out" which is total BS considering I wore the dress for all of 5 minutes to try it on and then it went back in the envelope for shipping back. 2) the sizing is WACKED large and XL is literally the same thing.
DONT BUY FROM THEM. Go to a more reputable and professional dress option.
8 years ago
erika parra Salem, OR
I've ordered from this site plenty of times. After only wearing a dress for the second time it ripped. Super disappointed. I take great care of my clothes and for the price I paid for some of my dresses this most definitely shouldn't have happens. Even some of my other dresses seemed to have shrieked once I've (hand) washed them which sucks. Take your business somewhere else if you want clothes that last. Clothes is cute if you plan to only wear it one time.
9 years ago
JEN B New York, NY
the cloths are great the shipping takes forever !!unless pay over 30 dollars for faster shipping, then the returns take forever to process 10 days then the refund takes 10 days and noone seems to care , they dont do exchanges so if have to purchase the other size u need , and takes about 1 mth in full to receive your money back , a big deal when u spend a lot of money!!! NEVER AGAIN< nice cloths horrible costumer service they all tell you something different!!, way to much competition on the web to do this to costumers
9 years ago
Cheeyl
Thieves!!!! They sent me the wrong item but refuse to provide me with a refund for the shipping I have to pay to send it back. The item was quite expensive and apart from the fact that they messed up royally and the item is no longer available in my size, all they want to do is give me a credit on their site instead of doing the right thing and refunding my shipping charges Both Ways. I live in Canada so the shipping is quite expensive. Unacceptable! THIEVES. What a scam to get me to buy more. I want nothing more to do with them!!!
9 years ago
Morgan Burrows
I returned a large order within the return policy window, I kept one shirt-- they charge you for return shipping + original shipping if you send back more than you keep... I ended up paying 25 dollars for a cheap/ill fitting shirt ($9 on the site) i couldn't return because it was on sale. It's been over 3 weeks and still haven't seen the money in my account. Really disappointed and feel kind of cheated.
9 years ago
Pam Wilson Washington, DC
I never received one of the dresses I ordered. Was told to take a picture of everything else and they would make a decision to either send me another one or refund my money. Otherwise they would not help me without a picture. They are a bunch of scammers. Also, the strap of one of the sandal broke while trying it on. Shoddy products. I'm done with them and I will never order from them again.
9 years ago
Fajaicea Adams Phoenix, AZ
On LuLu's website, it states that it will take 2-3 business days to process and ship orders. I made an order 01/25/17 before 5:00pm. Today is 01/31/2017 at 9:30 my order as of now still has not been given to UPS to be delivered. I have contacted Lulu's via chat asking about my order details. I am not happy about the process. I need my order before 01/06/17. Thank you.
9 years ago
Shawna Athens, OH
Lulu's, you are officially are part of the scum of the earth. Any time I hear your name, I see red and my ears start to bleed. I needed a dress for a charity ball and while it did come in a short period of time, which is your only redeeming quality, you sent me the wrong dress. What sort of company sends the wrong dress to a customer? Only you Lulu's. You ignorant slut of a company. You had ONE job. I haven't been this disappointed since the time I found out Santa didn't exist. You ruin everything and I refuse to do business with you again. BYE FELICIA.
9 years ago
Haley Cleveland, OH
I've never been pleased with anything I've gotten from Lulus. I've had problems with material looking super cheap, not fitting as described in sizing chart, shoes were super tight and cut off blood circulation, see through clothing. At this point I have ordered 6 dresses and a pair of shoes and sent them all back. Thought I had originally just chosen wrong for my body type/not payed enough attention when ordering, but now I've just realized to never order from them again.
10 years ago
Nichole M. Seaford, NY
Never heard of any store not refunding your shipping after returning something within 10days! I am out of $9 shipping and their customer service is horrible!!!! Got stuck in a chat with "Olivia" who all she claimed to do was get me a $9 credit! They are a scam and just like to take people's money so I'm out of money on my refund! I will never shop here again!!! Shoppers beware!!!! You will lose out on money with shipping if you return and item!!!!! don't shop here!!!! There sizing isn't accurate and because of that I have to be out of money!!! STAY AWAY!!!!!
10 years ago
Emmac Candia, NH
This company is a sham. They don’t take returns although they say they do. They have been stalling me for 2 weeks now when I ask for the address to return. Their phone # is disconnected. Do not buy from them, it’s all a Chinese ripoff website.
5 years ago
Reply from Lulus
Hi Emmac!
Thanks for leaving your review. We're so sorry to hear of this disappointing experience. We definitely want to look further into this right away, as this does not at all sound like a typical Lulus experience. We are located and ship within the United States and would be more than happy to help however we can. If you could please provide your Lulus order number, we'd be happy to take a look and see how we can help!
Looking forward to your reply! xo
Thanks for leaving your review. We're so sorry to hear of this disappointing experience. We definitely want to look further into this right away, as this does not at all sound like a typical Lulus experience. We are located and ship within the United States and would be more than happy to help however we can. If you could please provide your Lulus order number, we'd be happy to take a look and see how we can help!
Looking forward to your reply! xo
May. 13th, 2021
Michelle Morgan Hill, CA
I ordered two dresses. Spent almost 200$. Both see through and very thin. One too big and I got busy and it went past 30 days and now I can’t return. 89$ down the drain. They should post return policy right when you purchase it.
Not ordering from this company again.
7 years ago
Reply from Lulus
Hello Michelle, Thank you for sharing your review with us! We're so sorry to hear that the material and fit of these items wasn't as expected. At Lulus, we pride ourselves on quality and service so we would like to find a resolution for this. We reached out to you privately through BestCompany's messaging system on 7/10/19 asking for more information so that we can locate your order, but we haven't received a response. If you could please provide us with your order number and/or email address, we will gladly contact you and provide assistance! Hope we hear from you soon! XOXO
Jul. 12th, 2019
Jenny Chicago, IL
Lost two of my returns. Had to contact customer service finally received one of my returns. The other return they said it was not Lulus item and were going to have to ship it back to me. I had them check the item and it was in fact Lulus item. Overall, horrible service. I have never experienced anything like this from Lulus.
7 years ago
Reply from Lulus
Hello Jenny! Thanks for taking the time to leave a review! We're sorry to that your experience with this return wasn't up to our standards. We want to look into this further and provide you with assistance! We reached out to you by private message on June 19th in hopes of getting your order number and/or email address, but we haven't received your reply. If you could provide us with that information to locate your purchase, we would be happy to get in touch and find a resolution! Looking forward to speaking with you! XOXO
Jun. 28th, 2019
Angie Tavenner Whitsett, NC
I ordered for the first time and very disappointed. The sizing was way off and when I asked to return and send me a bigger size they would only offer me a 20% discount on next order. Won’t shop again since I am $60 already.
7 years ago
Reply from Lulus
Hi Angie, Thank you for your review. We're so sorry to hear of your disappointment in your first purchase experience! We want to assist with this however we can, and hope to regain your trust in Lulus as a company. We're unable to find an order in our system under your name. Could you please respond to provide us with your order reference number and/or the email address associated with your order? Once we can locate your purchase, we would be happy to find a resolution for you! Hope to hear from you soon! XOXO
May. 20th, 2019
Ofelia Moreno Valley, CA
Wow.... im kind of scared now. The bad reviews are greater than the positive. Who wants that kind of a hassle. Dealing with returns or not delivered when you need the item. Ill stick to the mall. Im sad though, they have such cute dresses.
7 years ago
Reply from Lulus
Hi Ofelia,
Thank you for your review. We're so sorry to hear that you have concerns based on other reviews. At Lulus, we're always taking steps to provide the best possible online shopping experience and we listen closely to customer feedback. We would love for you to shop with us, so that you can experience Lulus products for yourself! If you do have any further questions or concerns please don't hesitate to reach out to our customer service department directly. We're in the office daily from 5 AM - 9 PM PST and would be happy to assist you!
Enjoy the rest of your day! XOXO
Thank you for your review. We're so sorry to hear that you have concerns based on other reviews. At Lulus, we're always taking steps to provide the best possible online shopping experience and we listen closely to customer feedback. We would love for you to shop with us, so that you can experience Lulus products for yourself! If you do have any further questions or concerns please don't hesitate to reach out to our customer service department directly. We're in the office daily from 5 AM - 9 PM PST and would be happy to assist you!
Enjoy the rest of your day! XOXO
May. 14th, 2019
ZH
DO NOT ORDER FROM THEM. THEY ARE THIEVES. I ordered a dress, never received it. They told me, there was a mistake with the address so the order was returned to them. But instead of refunding my money, they took 20$ for what they claimed was return fee, restock fee and more shipping feeS. SO I never received anything but lost 20$.
9 years ago
Erin Glaberson New Egypt, NJ
Bought a shirt for $38. By their size chart I would be a large. The shirt was so large it was falling off me. Buttons broke off after I tried it on. It was final sale so I couldn't return. Will never buy anything here again. I'd rather go to ASOS where I have free shipping and returns. The clothing quality is terrible at lulus.
9 years ago
