• Lulus

2021 CUSTOMER CHOICE AWARD

Lulus

Overview

Lulus has a rating of 3.96 stars from 547 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Lulus most frequently mention customer service, great quality, and many compliments. Lulus ranks 50th among Women's Clothing sites.

  • Service
    65
  • Value
    65
  • Shipping
    69
  • Quality
    61

Proactively asks for customer feedback

This company responds to reviews on average within 3 days

Positive reviews (last 12 months): 47.4%
Positive
9
Neutral
3
Negative
7
46
See all photos

What reviewers want you to know

Positive highlights

Critical highlights

No critical highlights yet

How would you rate Lulus?
Top Positive Review

“Pleasantly Surprised”

A M.
2/14/24

I love all of the items I have bought from Lulus. I was unsure about what kind of quality I would receive as well as if the items looked like they did on the site but they absolutely do. They have such a beautiful array of dresses and the quality is very good for the price. I ended up ordering two more times after I received the first item and fell in love with it.

Top Critical Review

“Don' t shop at LULUS”

ANGELA SVENKA M.
2/19/24

Save your money and a headache, this store is a scam. I order a purple, xs size dress and I paid for the 2 day delivery and they sent me a pink, Small size dress the cheapest quality and when I emailed them to ask to exchange for the correct dress they said they can't do it and that is what I ordered when I know exactly why I ordered. Worse experience ever. Now I have to go buy another dress because they won't even exchange it for the correct dress.

Reviews (547)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (174)
Thumbnail of user am1226
1 review
1 helpful vote
February 14th, 2024

I love all of the items I have bought from Lulus. I was unsure about what kind of quality I would receive as well as if the items looked like they did on the site but they absolutely do. They have such a beautiful array of dresses and the quality is very good for the price. I ended up ordering two more times after I received the first item and fell in love with it.

Products used:
Dresses and blouses

Service
Value
Shipping
Returns
Quality
Thumbnail of user rachelh544
1 review
5 helpful votes
May 1st, 2021

I orders some cute outfit from them last week for around 150 usd and woke up this morning with a 70$ Duty fee to receive my package. THIS IS HORRIBLE. You have no choice but to pay it as you've already paid so much for the package. Duty fees should NEVER be this higher for a 3 dresses. APOLDE.

Tip for consumers:
Don’t bother if you are from Canada

Service
Value
Shipping
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi Rachel,

Thank you for sharing your review! We’re truly sorry to hear that your purchase ended up costing more than expected. We do have a disclaimer at checkout that must be selected to give our international customers a heads up that customs fees may apply, as we never want these fees to come as a surprise!

Duties and taxes are imposed by your country's government because you are importing items. They are not related to Lulus.com, so we cannot predict their cost or control how you are charged. We understand how disappointing this can be so we also have this information stated on our site under: https://www.lulus.com/customerservice/shippinginternational

If you have any concerns about the amount you paid for customs fees we suggest contacting your respective Customs Department directly.

If there is anything we can help with from here, please do let our Customer Care team know and we would be happy to do what we can.

Best, xo

Thumbnail of user lloydfenixjnkkf
12 reviews
0 helpful votes
March 24th, 2024

The dresses are very well made; they thought of everything including built in bra is some cases. The try-on feature is an excellent idea; specially, their size do run small, so Do pay attention to the size chart even if it doesn't seem right according to you normal size.

Thumbnail of user clohisy7
1 review
0 helpful votes
May 9th, 2023

We ordered a dress and received it quickly but unfortunately, it was not the dress we ordered. I contacted customer service and they reassured me that I would not be charged any return or restocking fees. I sent the dress back and we received a full refund in less than a week. Though our purchase didn't work this time, I would definitely shop with them again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi, Rosemarie!

Thank you for taking the time to share your review. We're so glad that you were able to connect with our Customer Care team after having this unusual experience. Our team is absolutely here for you! If there is anything else we can help with, please feel free to let us know. Xo

Thumbnail of user blazeb14
1 review
0 helpful votes
December 13th, 2023

Miguel from customer service gave me back my full refund without any hesitation. I appreciate him for that. It's my first time shopping on the site, some of the clothes worked out for me some didnt. And I was nervous about the returns/ refund because I didnt know the policy's. Will be back shopping at lulu, thanks Miguel! Happy holidays
Phone call date: Wednesday December 13th 9:30am

Products used:
Mostly sweaters

Service
Value
Shipping
Returns
Quality
Thumbnail of user angelasvenkam
1 review
2 helpful votes
February 19th, 2024

Save your money and a headache, this store is a scam. I order a purple, xs size dress and I paid for the 2 day delivery and they sent me a pink, Small size dress the cheapest quality and when I emailed them to ask to exchange for the correct dress they said they can't do it and that is what I ordered when I know exactly why I ordered. Worse experience ever. Now I have to go buy another dress because they won't even exchange it for the correct dress.

Service
Value
Shipping
Returns
Quality
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hello Angela! Thank you for taking the time to leave us your feedback. We are sorry to hear about your experience with your order! This is not a typical experience at all and we will be emailing you directly to ensure you are feeling supported and taken care of. We hope to hear back from you soon! Xo

Thumbnail of user sjune997
1 review
2 helpful votes
March 28th, 2023
Verified purchase

I wish I had better things to say about Lulus. I bought some business casual pants on sale, and while they are definitely super cute, they're clearly made out of cheap materials. Of the three pairs I ordered, one's zipper broke immediately, and another has a giant tear in the pocket. Haven't checked the third pair but there's likely something wrong with them too. I think if you're going to go for fast fashion, you might as well go to one of the super cheap places, because honestly the quality is nearly worse.

Value
Shipping
Quality
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi, Sarah! We're so sorry to hear that you've had this experience. We'd love to help take care of this right away! We've reached out via Sitejabber's verification system to request your Lulus order number or email address. We hope to hear from you soon so we can get in touch. Xo

Thumbnail of user carmenn150
1 review
0 helpful votes
January 21st, 2023
Verified purchase

Just received my purchase order and beyond happy that I could not pass up the opportunity to tell everyone! I will admit I was worried about the quality the fit and delivery I ended up purchasing a plan B and C elsewhere so that my disappointment wouldn't be too bad but when my purchase arrived in accordance to the method I chose, my review meter began. As I tried on the piece it blew my mind and exceeded my expectations-
Lulus has just gained a frequent customer! Thank you! Now for the shoes…
Carmen
Queens NY

Thumbnail of user lisalinscott64
3 reviews
3 helpful votes
November 17th, 2023
Verified purchase

If you need an outfit or article of clothing for a special occasion, look elsewhere.
The shipping takes forever!
The website said it ships in 1-2 days,
So you'd assume 3-4 days after that to get to you. Nope! It's over 2 weeks! Ridiculous in today's online shopping world. When you track your shipping the graph just sits on the same location for days and days while you're trying to figure out what else you can wear for a holiday event once you realize your entire plan is blown by their freakishly sluggish shipping.

Service
Value
Shipping
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi, Lisa.
Thank you for taking the time to share your feedback. We're so sorry to hear that your order took longer to arrive than expected. We see that your order for the Flourish With Style Black Floral Mesh Bustier Bodysuit was placed on Monday, November 13th, and delivered on Saturday, November 18th. This is typical for our standard ground shipping. Most orders placed with standard shipping arrive within 4-10 business days, however, we do have a handful of expedited shipping options as well if you ever need your package faster! We want you to love every purchase! Please know that our Customer Care team is here for you. If you have any questions or ever need assistance, absolutely reach out! Xo

Thumbnail of user dashad2
1 review
2 helpful votes
April 28th, 2018

Customer service/loyalty mean nothing to this company. I truly love the designs and overall quality but goshhh returns are a nightmare. I purchased shoes, received them, tried them on... super cute and of course kept them, read threw away a box because hey I really didnt need it.
Once it was time to wear my pretty shoes I realize they are defective, left and right simply dont match what a disappointment. Unfortunately I had to return them but guess what. They refused to accept and after about 10 emails back and forth they still want to send me back these shoes for me to keep claiming they are not resellable... well maybe you shouldnt resell defective shoes, just a food for thought

Thumbnail of user nicoles2415
1 review
1 helpful vote
July 30th, 2023
Verified purchase

Ordered 2 items for a summer wedding somewhat last minute. Items arrived to my door (Canada) in 6 days.
Dress was lovely size large and shoes size 7 (fit slightly big). Long story short they were a hit! Will order again :)

Products used:
Dress, shoes

Thumbnail of user carlyp63
1 review
0 helpful votes
February 1st, 2023

I love this store! I came upon it looking for bridesmaid dresses and was unsure if it was legit initially. After some google research, I learned it was indeed a legitimate business so I decided to order and give it a try. I have not been disappointed since. The size guide is extremely accurate and helpful. The clothes fit how they look in the pix, and they are delivered quickly. I'm very pleased. Each piece I've ordered is even prettier in person.

Tip for consumers:
The size guide is spot on.

Products used:
Shirts, jacket, swimsuit cover.

Service
Value
Shipping
Quality
Thumbnail of user adriana399
1 review
0 helpful votes
December 10th, 2023

I ordered a couple of curvy fajas placed the order in SEPTEMBER and it's now DECEMBER and I still haven't received my package I tried emailing them, no response, I reseted my password so I can log in and check up on my package, got an email with absolutely nothing on it just blank. My 13 year old son bought them for me and they basically robbed his money because my package is no where to be found.

Products used:
NONE

Shipping
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi, Adrian! We're sorry to hear of your disappointing experience. It does sound like your review may be intended for a different business.

We'd love to look further into this right away so we've reached out via Sitejabber's verification system to request your Lulus order number or email address. We hope to hear from you soon so we can get in touch. Xo

Thumbnail of user anahitai
26 reviews
1 helpful vote
April 3rd, 2023

I was extremely pleased with the quality of this dress. I bought it a size up so that it would be elegant and still be flattering on my hourglass figure. The color is a more true turquoise blue than shown in the picture, which is fine because I didn't want something that was too purple or too bright. The other great thing about this dress is that the built-in underwire is removable so you don't have to deal with finding an ugly bra underneath!

Thumbnail of user georgec1286
1 review
12 helpful votes
December 9th, 2021

I bought 5 items, wasted $150+ and could not get a refund on any! Cannot reach customer service on chat, text, or phone call - all robots that don't connect you. Call literally hangs up after a minute of wait time. They stop you from responding on the chat by blocking your area to type. They charge your phone carrier a fee to text.
All items came super cheap - shoes looked like they had glue coming out all seems. Ordered a small dress, it was XL with a S label sewed in.
Will never purchase again. Terrible experience.

Tip for consumers:
Dont

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi, George! Thank you for taking the time to leave your review. We are so sorry to hear of your trouble getting in touch with our team. This does not sound like a typical Lulus experience at all. If you could please provide your Lulus order number, we would love to personally reach out to ensure you are taken care of right away! We hope to hear from you soon. Xo

Thumbnail of user kaitlynt44
1 review
1 helpful vote
February 18th, 2022
Verified purchase

Not only does this site prove great quality purchase after purchase, but they are also stepping up their game recently with a "Wedding Guest" attire tab. They have mapped out exactly what dresses to wear for outside or inside weddings, all without upstaging the bride. I have shopped from Lulu's many times in the past, and also rely on them for a new spring or summer wardrobe, but with the first wedding I've ever attending coming up in October, I was thrilled to find that Lulu's exceeded my expectations yet again.

Thumbnail of user lisas2477
1 review
24 helpful votes
February 16th, 2021
Verified purchase

Although dresses were nice and good quality I returned as neither of them fit. Tags were still on dresses as they were only tried on for less than 5 min and then placed back in box for return. LULUs claims tags were not on dress when returned which is false. How do I prove tags were on dress? Lulus refuses to refund- will never buy dress again as there is no way to prove tags were on dress when I mailed back-- total RIP off - do not recommend if you feel dress may not fit! Terrible company.

Tip for consumers:
Do not expect a refund

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

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 at all and we would love to look into this for you right away! 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! Hoping to hear from you soon, XOXO

Thumbnail of user yvonnec45
1 review
10 helpful votes
November 5th, 2017

I heard about Lulus through a friend and thought I would visit their site. I found items that seemed reasonably priced and on trend. This was my first time ordering clothing online. I received my orders yesterday, they came in two separate shipments - all 4 purchases fit perfectly. I am a bit hesitant to purchase anything from Lulus again however due to the duties applied and the exchange rate. You can expect to pay an additional $50 per $100 spent on Lulus items due to the conversion and when you receive the items an additional $30 per $150 for duties. So in all with two orders I feel like I spent $160 additional. I wish there was a Lulus Canada site.

* Lulus attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond

Thumbnail of user stacyk269
1 review
7 helpful votes
March 22nd, 2023
Verified purchase

I'm so disappointed in myself for not reading reviews prior to ordering from LuLus. Seems to be a common issue as I received an email regarding my return and it stated that due to hair and fibers, I could only get online credit. I like many others have stated, tried dresses on once, immediately after a shower, no makeup, no deodorant, and no pets. Once tried on, I immediately put back into the packaging and box for return. These were both black dresses and would virtually be impossible not to have a fiber or hair on it. I would bet had I looked closely, I would have seen hairs or fibers upon opening, What a complete disappointment. Due to principle, I will look into options of getting my money back. And I wouldn't have given any stars for a rating but it wouldn't let me post otherwise.

Thumbnail of user livh15
1 review
3 helpful votes
January 12th, 2023
Verified purchase

I've been a big fan of lulus ever since discovering them and have never had an issue until I opted to get store credit for a return instead having the funds returned to me. I have since tried making several orders where I selected to use store credit but then found later my credit card was charged instead. My store credit should have been used in its entirety but was not and this was after a few attempts to use store credit as there website explains. I finally had a free moment to contact customer service and they gave me the run around about how they could not give me back my store credit despite my issues using it on there website. After I pushed some more they offered to return it for some previous order and before I agreed to do that they did it without my approval. I then asked them to fully refund my credit and they finally did it but not without considerable effort and pushing on my part. I regret ever opting to have store credit for a return and I hope no other customer has to deal with the same thing I've had to deal with. Regarding the story credit problems I give them one star but because they did ultimately resolve it (after a considerable amount effort!) and in the past I've had good dealings with them I give them 3 stars overall. I hope they resolve the issue with store credit but until they do don't let them give it to you or else you are going to deal with a big headache trying to the money back from them.

Service
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi, Liv Thank you for taking the time to share your feedback. We're so sorry that you had trouble with your store credit and to hear you were unsatisfied with your experience after contacting our Customer Care team. We'd love to review the conversation and try to turn this experience around for you.

We've requested some info from you via Sitejabber's system so a member of our Customer Service management team can look further into this! We hope to get in touch soon. Xo

Thumbnail of user rosenberry.teressa
1 review
6 helpful votes
May 15th, 2023

I am not sure why they advertise the brand is made and shipped from the USA. While the item I received shipped from a US address the tag on the garment said MADE IN CHINA in huge letters. I don't have a problem receiving items from other countries that how the world works. I have a problem with the price point for the quality of the item. The dress I received is nice looking but it feels like I could have gotten a higher quality item from another store (that doesn't claim it's a luxury brand) for half the price. I am keeping the ítem because it is wearable (though they do run small) and honestly from the other reviews I've been reading recently I don't want to deal with the hassle of returning. I wanted to give an honest opinion for anyone doing research about purchasing items from this company. I won't be purchasing again from this site.

Products used:
Dress

Value
Shipping
Quality
Thumbnail of user allyh43
1 review
4 helpful votes
September 22nd, 2022
Verified purchase

Bought 3 dresses and 2 pairs of shoes in May with the intention of purchasing a pair of shoes and a dress for graduation. Neither of the shoes fit despite being my size (they were too large and I probably would have broken an ankle) so I picked the dress I liked most and returned the other two. It is now September and I got an email from them that I have returned too much stuff lately and if I keep returning things they will limit service on my account. I haven't bought anything since this event and otherwise I have kept purchases unless they have been too large. (I am 5'0" and under 110 lbs so finding things that fit is a huge challenge) I am now super weary of purchasing anything else from them because I am afraid they won't allow me to return things. It is a shame because their clothes are super cute but are usually on the large side. (This is even if I order an x-small) Definitely give them a try because they do have some hidden gems but short people just be weary of their return policy.

Tip for consumers:
Most of their clothing is not made for small people... I suggest looking elsewhere.

Products used:
Dress

Service
Value
Shipping
Returns
Quality
Thumbnail of user davidm8531
1 review
1 helpful vote
November 24th, 2022
Verified purchase

Lulus is always a decent dining experience. We came for the prefix menu today for Thanksgiving and it was a very nice menu with many items not specific to Thanksgiving. The one issue was the 2nd course. Very strange that all three choices had goat cheese. If you are allergic to goat cheese you are out of luck. Why would a chef design a menu with three goat cheese dishes. Very odd. If someone has an allergy they should be able to do something for them prefix or not. Offer them two soups. It was just bad menu planning.

Service
Value
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi, David! We are Lulus.com, an online clothing company. It looks like your review was intended for a restaurant with a similar name. Please feel free to update your review and check us out at:https://www.lulus.com. Xo

Thumbnail of user betsykelly1982
3 reviews
2 helpful votes
July 30th, 2023

After horrific experience with Doris Wedding and Hebeos I was so hesitant to order a dress online but Lulus renewed my trust.
I ordered 6 dresses- I'm wearing 2- return the other 4 with easy prepaid QRS code via UPS and quick refund into bank account.
If you order from Doris Wedding or Hebeos you will not be able to return it. Zero return policy regardless of what it says online. Both Chinese companies that are not held accountable by BBB. Awful. Awful. Awful. I'm donating 3 dresses to woman's organization at expenses of $600.
Please see attached photos which are screen shots from email correspondence from customer service Hebeos versus Lulus.

Tip for consumers:
Investigate if company based in China- I repeat ZERO returns or exchanges. You order it you own it.

Products used:
2 dresses (one for rehearsal dinner and one for wedding)

Service
Value
Shipping
Returns
Quality
Thumbnail of user nicolew103
2 reviews
2 helpful votes
July 23rd, 2023

The sizing was all over the place and so was the quality. I didn't realize the return policy was 30 days, thought it was 60. Bought them online and after I mailed them back, they said no refund. I'm out about $500 and the only thing they offered was to "donate" the clothes. Will never, ever order from them again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user kestrelc
Tiffany S. – Lulus Rep

Hi Nicole, thank you for sharing your review! We're so sorry to hear that your return was not accepted outside of our Return Policy. We're happy to hear that you've been in touch with our Customer Care team and they've been able to take care of this for you! If there is anything else we can assist with, absolutely let us know. Xo

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From the business

Lulus.com is the style destination for trendsetters worldwide! Fans covet the popular Lulus label, emerging designer mix, and favorite go-to brands!

Company Representative

Thumbnail of user kestrelc
Tiffany S.
Lulus Customer Service
Typically responds within 3 days

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4.0
547 reviews
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