EDIT: Lulus was understanding (finally) and refunded me. So I guess their customer service wasnt that bad. It did take like 6 emails back and forth and this review to change their minds...

Like another person posted, I too bought a two piece dress in 2 sizes because lulus.com sizing is so off. I returned the size that did not work for me. They sent it back to me saying there was too much pet hair and lint on it and it was damaged. They said the pet hair poses a health hazard for some customers. I tried to put things in perspective by saying if I tried on this dress in a store and got the same amount of pet hair/lint on it, I wouldnt be forced to buy it. They didnt even respond to that and just said no. I wish I could post a picture to show the amount of dog hair on it to show you how absurd and ridiculous they are being.

I've ordered from this place for Prom and other school dances and my dresses came on time and fit me perfectly. I've tried other online stores but nothing compares to the quality of Lulus. Their fabric is so soft and both dresses I bought were well made and have lasted me a long time. You also can't beat the sales they have. I will always buy my dresses from here.

UPDATE: Monique from Lulu's reached out to me to handle the situation courteously, professionally, and promptly and took a solution-oriented approach to the situation. This significantly improved my customer experience. Thank you!

They mis-packed my shipment and items were missing. When I received the shipment and reached out to customer service, the missing items were out of stock so nothing could be sent. The agents did not apologize for the inconvenience or offer any sort of compensation for my troubles or work around solution (similar items, store credit, etc) other than a refund to my credit card. Plus the Lulus agents are just irritating people to chat with -- they type every single sentence with 2+ exclamation points instead of chatting like normal people.

Cant tell you how much I love this company / clothing site. I'm usually hesitant to shop online due to not trying on the clothes before and having to make confusing returns, etc. I have loved every single piece of clothing I've gotten so far (and I have ordered a lot). Everything is outstanding quality and resembles the picture online perfectly. I have made some returns due to sizing, and it is SO easy! They make the return label for you, all you have to do is print it. They also send you emails letting you know they've received your return order, when they are processing the refund, etc. I'm going on vacation and usually would go in person to shop at Express, Maurices, etc. however Lulu is so much easier, better quality, cuter stuff, and just better! Decent pricing too. I told my sister about it and she is already obsessed as well! Thanks lulu!

I love and adore this site. So many cute items and at a decent price for us CND. I had to stop buying from them though because the duties are so much! It's too bad. I order three dress and had to pay over $90 duties. I did have to send 2 back(1 was on sale so I couldn't) and I did fill out the form for our government duty free and they did give me back $60 because I had to return them. It; s too bad! LULU can you please figure out a way to work with them. So much more business would be had here.

I received an email from Lulus saying Hey VIP! Your 40% Off is here Then I started ordering some clothes for my family because I thought Lulus were offering 40% off on all clothing. Then later once in the website, I realised the 40% off is only for some selected clothing. Then I started browsing the selected clothing spending hours hoping to get 40% off and only to realise when I went to the checkout, it said The promotion code for 40% off is not valid for your country (I live in Australia). There was nothing to indicate in the sales promotion email I received to say that certain countries are excluded. I will not be wasting my time anymore trying to get discounts from these dodgy emails.

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.

I just received my first order from Lulus. Now I will start by saying that I do a lot of my shopping online. When I received my package, I was impressed with how quickly it got to me (In Canada) and the quality of the fabrics. Now I was aware that I would have to pay duties as It had mentioned it on the Lulus website so it was an extra $85 for 4 dresses. I ordered using the size charts but unfortunately 3 of 4 dresses did not work for me. I contacted lulus to start an exchange and was originally discouraged with the process but after being in contact with a customer service representative, I can honestly say I was very impressed and would not hesitate to order again. They were helpful and happy to assist me in finding a solution. The fantastic customer service will have me ordering again!

I ordered a pair of block heels that I needed for a wedding over 2 months ago, and my package has not arrived yet. I emailed the company and let them know my package had not arrived in South Africa to which they responded and claimed they had tracked it in South Africa. The tracking system is not efficient. I have contacted all my local courier companies and none of them have my order. The whole experience has been terrible and I'd like a refund because I doubt that my package will arrive.

It seems like most of the complaints come from people who order internationally. I've never had a problem here in the US. I order my clothes Saturday night on Sept 23. I was going to three days ship them because I was worried it wouldn't be here in time for my birthday. It said the estimated arrival date wouldn't be until Oct. 2. It was shipped Sunday night on Sept 24. It arrived Wednesday the 27th. I was really happy about the fast shipping and it was only $5 since I didn't spend $50 for the free shipping. The quality of the clothes are really good. It's worth the money to buy products that will last than something cheap

Not only did I have to pay over 50$ in duty fees to Canada, I received the wrong item for my order. They told me they would not pay return shipping and duty from Canada, even though Lulu's made the mistake of sending me the wrong item.

When I contacted the customer rep, they refused to refund my order. Only offered me 25$ in online credit for future purchases which cannot even be applied to the shipping fees and duties that I would have to pay to make the return.

Essentially, I am having to pay for a mistake that they made on their own end and am stuck with an item that I did not want in the first place.

*********Edited Review************
After writing this review, management was quick to respond and resolve the issue. I have to say their customer service is wonderful. Although I am not entirely sure if I would purchase again, since some items were not exactly how they appeared online and heavy duties to Canada. However, customer service was definitely amazing!