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Lulu's Fashion Lounge

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Reviews Lulu's Fashion Lounge

Lulu's Fashion Lounge Reviews (26)

Hi [redacted]! Thank you so much for reaching out to us! I am so sorry to see that the dress did not arrive in time for you event. I see that your original order was placed for $67.23 which included a 2-day label for $18.00. One of our representatives upgraded the order over the weekend to a 1-day...

shipping label on us. The original fee for the 2-day label was refunded and will post back into your account in 3-5 business days. After your refund, the updated amount that you paid is now $49.23. I am so sorry for any confusion, but we have not collected extra funds for this. Since we do not keep full card information on file, the only way to charge a card is for the customer to call in or place an order online.If you have any further questions or concerns feel free to email back or call us at 1-866-918-5858.Have a lovely day!XOXO

Hi [redacted]! Thank you for reaching out. I am so sorry if you did get my response. I have issued the remaining  $3.00 out of the $16.00 total. The $13.00 was already refunded. You are are able to keep the credit that was sent for the orders as well. Have you been able to check your bank...

statement for these refunds? I am happy to send you the transaction IDs via our business email if you would like. If you have any further questions or concerns feel free to email back or call us at 1-866-918-5858.Have a lovely day!

Hi [redacted]! Thank you for taking the time to leave a review. I am sorry that you had to go through so much trouble to get your order cancelled. As two orders were placed for two different sizes, these were not the same transaction. We do not store payment information so the only way to place two...

orders for different sizes is to submit the orders separately. I do see that we we were able to get this XS order refunded. We have refunded you for your canceled order in the amount of $102.00. Here is the refund transaction ID:[redacted]. This will post in 3-5 business days. :) Again we are sorry for any trouble on our site. If you have any further questions, please feel free to reach back out to us!Have a lovely day! XOXO

Unfortunately, since we offered the courtesy for a late return and did not receive contact for another month outside the return policy when the return was attempted again, we were unable to further extend the courtesy. She was made aware of our return policy when she attempted to initiate the return, in chat, on the postcard she received with her items, and on our website: [redacted]. We are happy to grant courtesies, but due to the extensive amount of time that passed between contacts we were unable to accept her late return.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. However, I have still not received a return label for these items and their online returns system is still not yet available to return these items, see attached.  Therefore, I would like to keep this Revdex.com issue open until the business has delivered on it's promise of return and full refund.  Thank you,[redacted]

Hello!  This customer reached out to our Customer Service about the fit and sizing on some Final Sale products. These items are on clearance and are not returnable. I have updated her order to allow all her items back for a full refund. I have also emailed her a free UPS...

return label. We are happy to offer her a one time courtesy to send her Final Sale items back!  Thank you!

Hi [redacted], Thank you so much for reaching out about this concern. I am so sorry to hear that this package has not arrived and you are having issues with our site. I will go ahead and refund this order in full. I am also sending you a gift voucher to redeem as an apology.  Again, we...

are so sorry about this, but I am happy to resolve this for you! Have a great day! XOXO

I am rejecting this response because: I am deaf and hearing impaired that is why I "bombarded" themwith emails!  lulus sent me dirty clothes! they had stains! I notified themof this  the day I got the package and they said "no problemwe will refund you"    now they are fighting me and they even BLOCKED my email from emailing them!  they are nasty rude people

Customer returned the Thinking Out Loud Black Backless Jumpsuit with signs of wear to the hygienic area of romper. Please see image for reference: [redacted]. As a courtesy, we issued the customer a refund in online credit since this romper was returned to us...

worn and essentially damaged. Customer was not happy with this resolution so we issued a refund back to her original payment method as a huge one time courtesy. As stated in our return policy, we do not accept returns that have been worn/damaged. The total amount paid for the Thinking Out Loud Black Backless Jumpsuit was $52.68 (including tax). This amount in addition to the $5 shipping cost would result in a $57.68 refund. This refund was issued on 8/12. This is the full amount originally paid, and the full amount refunded. Here are two refund transaction IDs for your reference: [redacted] ($52.68), [redacted] ($5). Lulus is not withholding any amount for damages. We can only refund the amount the customer actually paid for the item.

It looks like this issue was resolved on 1/27/16. We have since issued a refund in online credit for the amount of the gift, plus an additional $10 for any inconvenience this situation may have caused. If you have any further questions or concerns, please do not hesitate to contact us. Thank...

you.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. However, I do think it's important to make the public aware of what I feel was blatant customer wrongdoing. I was accused of something I didn't do, and as a first time customer of this store, I will never shop there again. It took my calling upwards of 10 times and asking for manager after manager in order to get my money back.

I am rejecting this response because: I was never told the items were no longer on the website nor was I told that there was a time limit on my return.

Hi [redacted]! Thank you for contacting us. I am so sorry to hear that your item was back ordered and was not able to be shipped to you. It does look like this was an error on our behalf with an inventory discrepancy. I see that we have cancelled this and issued a refund on 3/03. I have looked into...

this further and we do have a restock date of Estimated Arrival: March 24, 2017. I am going to send you a voucher via email for $25.00 in store credit which will cover overnight shipping. I have also signied you up for the notification. When the restock email comes in, you can replace the order with your credit! If you have any further questions or concerns feel free to email back or call us at [redacted].Have a lovely day, XOXO.

Revdex.com:
Thank you so much for your assistance with this matter. I have accepted the store credit they've provided and mailed the product prior to September 2 as they've instructed. However, my initial reason for contact was that they did not publish my review that the product doesn't stretch or have extra fabric for alterations. All reviews on the site are 5 out of 5 stars. When I attempted to publish my review, there were 8 reviews there. Now the site has 9 reviews, none of which are mine. The store claims they are looking into why my review, the only not 5 out of 5 star review wasn't published.

Hi [redacted]! Thank you for reaching out to us about this order. I am sorry to hear that your order had a back ordered item. Your return is processing but I will make sure that you are refunded fully to the card you paid. There will be a $7 deduction for using our label. We offer 30 days to...

make a return. If the return is postmarked within the first 10 days of receiving the package, the label is free. After this time, there will be a $7.00 charge from your refund. I will reach out to the refunding team to make sure this is processed today. If you have any further questions or concerns feel free to email back or call us at [redacted].XOXO

This company scams you from your money. They claim they refunded back to your PayPal account but it never went through PayPal they give you false transaction numbers they lie to try to keep your money! After numerous emails they finally admitted it didn’t go through PayPal

Review: I purchased a bunch of items from Lulu's, kept two of them and sent back the rest of return. I was accused of "wearing and washing" two of the items (jean shorts) and therefore would not be getting my money back for these two items. Their claims are untrue; I did not wear or wash anything I returned. I'm being treated unfairly and I want my money back. And, if my word wasn't enough, the two shorts they claim I wore and washed are the SAME SHORTS in TWO DIFFERENT SIZES. Obviously if I wore one, I wouldn't have worn both - I couldn't even get my leg into the small size.Desired Settlement: These two items totaled $84 and I want a proper return of these items and my money back. It's already been 3 weeks that they've had these items, and I have yet to even get my money back for the other items that I "properly" returned. In total, they are holding on to hundreds of my dollars. Please help me fight this battle and make Lulu's understnad that they can't treat a customer this way.

Business

Response:

On 6/10/16 Lulus.com received a return from order [redacted]. Two of the items within this return showed significant signs of wash/wear. Per our return policy, returns must be received in new condition; unused, unworn, and unwashed. Items returned with obvious use are subject to refusal. On 6/13/16 we let the customer know that these (now damaged) items were ineligible for return (due to signs of wash/wear). Customer insisted that they did not wash or wear items (only tried them on). As a courtesy, we offered a refund in online credit. Since the customer was still dissatisfied with this option, we eventually offered a refund back to the customer's original payment method in good faith. This refund was issued on 6/15/16. Please see images of washed/worn items below:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. However, I do think it's important to make the public aware of what I feel was blatant customer wrongdoing. I was accused of something I didn't do, and as a first time customer of this store, I will never shop there again. It took my calling upwards of 10 times and asking for manager after manager in order to get my money back.

Review: I followed appropriate return procedure and returned two dresses after getting online and letting them know that I would be sending the two items back. After filling out the online form, I was told I would receive an email with the postage attached. The email I received had blank postage. I them contacted the customer service chat, where I was told I would receive an email with a new postage. I did not receive any email. I had to contact customer service AGAIN in order to get the postage emailed to me properly. After I finally got the postage, I packaged up two dresses and mailed them back to LuLus. After several weeks, I only received repayment for one item. When I notified them, I was told that I would need to contact [redacted] because the item must have been damaged or something when they received it. Because I did not have a [redacted] account when I sent it, I can not file a [redacted] complaint or tracking on the item at this time. When I let them know I could not do the [redacted] tracking, I was told that I would have to figure something out and that it could not have been LuLu's fault that my item was missing.Desired Settlement: I have spent over 4-6 hours working on this trying to get refunded on an item that I returned properly. Ideally I would like some reimbursement for my time and aggravation as well.

Business

Response:

Order [redacted] initiated a return for two items, however we only received one item within the package. She was issued a refund for the one item we received on 5/25/16. Since the customer from order [redacted] insisted she returned a second item within the same package, we advised her to start a missing item/damaged package claim with [redacted]. It is the responsibility of the "sender" to file a claim with [redacted] in regards to missing and/or damaged items within an order. In this instance, the customer is the "sender" and our company is the "recipient". If [redacted] closed this investigation in favor of the customer, we would have refunded the customer's original payment for the cost of the missing item. Since the investigation was not successfully completed, and the results where inconclusive, Lulus.com was unable to issue a refund to the customer's credit card.

I never received my dress. They claim USPS delivered but I never received the item. Now, they have to do a investigation before they will refund my money. I order everything online and this is the first bad experience I have ever had in my 16 years of online ordering. I will never order from Lulus again. They were not even pleasant on the phone with customer service at Lulus and the rep did not even apologize. Now, I am on hold with USPS.com for almost a hour. This has been such a nightmare! :(

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