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Lulus has a rating of 3.99 stars from 548 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 48th among Women's Clothing sites.
Proactively asks for customer feedback
This company responds to reviews on average within 3 days
No critical highlights yet
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.
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.
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.
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.
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
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
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
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
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
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
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
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.
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.
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
Lulus makes their return process look easy but you will be out over $50 if you try to make a return. You get docked the shipping cost for both ways which will be over $30 (the return shipping is more expensive) and they will NOT refund you the sales tax, which is unheard of. Instead, after back and forth with them passing me to different departments because the customer service rep couldn't do simple math, they linked me a to Canada Border Service Agency's website to mail a form to the government to get my sales tax instead. They provided no guidance at all and said it was their standard policy. I've had international refunds before and this has never happened before. They always refund the sales tax. It makes no sense why Lulus wouldn't refund the sales tax and get the refund from the government themselves. This has been the worst customer service experience of my life. They don't even have a customer service phone line. I have warned all my friends and will never be shopping here again.
Hi, Hailey
Thanks for taking the time to share your review. We're sorry to hear that cost of shipping and returning was higher than expected. We're actively working to improve our international guest experience. Without an order number provided, we are unable to see if your order was placed before or after some of these changes have been implemented. We would love to get in touch further so we've sent you a request through Sitejabber's verification system in hopes we could be provided with your order info.
Please feel free to reply at your earliest convenience so we can reach out! Xo
I used only once, washed it according to the instructions and this happened. Also I left a review at lulus but they never published it. I learned that they're not honest with their reviews, they only publish the good ones. I won't buy again at Lulus.
Tip for consumers:
Look for reviwes out of Lulus website.
Products used:
Dress
Hi Lidia, thanks for sharing your review. We're so sorry to hear that the Brings You Back Wine Red Two-Piece Midi Dress tore after being hand washed in cold water and hang-dried. This should not have happened and we'd love to take care of this for you.
Please know that the best way to reach us for help is by reaching out to our Customer Care team (lulus.com/customerservice).
We are in compliance with all FTC guidelines and do not withhold any customer reviews from publication on our site. We moderate all reviews by hand to ensure all feedback is personally read. This can cause a small delay, however, every review we receive is published. Your recent 1-star review will be published within the next 72 hours.
In hopes we can help turn this experience around for you, a member of our team will be reaching out to you directly via email. We look forward to getting in touch. Xo
Ordered a dress for wedding, weeks later was told that they messed up and don't have it in stock and they dress won't be coming. Now I'm scrambling last minute trying to find a dress.
Products used:
Dress
Hi, Jena Thank you for taking the time to share your review. We're so sorry to hear of this unusual inventory discrepancy. We'd love to look into this further in hopes of turning this experience around for you! Could you please provide your Lulus order number so we can reach out? We hope to hear from you soon. Xo
I recently made my first purchase from Lulu's. I'm 5' tall and don't have a typical body shape so I need to purchase multiple items to find the best fit (as do so many women), and often an item doesn't work for my body shape & needs to be returned. After making my first purchase from Lulu's I read their "excessive return" policy, which states anyone who makes frequent returns are banned from future refunds or returns. With this policy, Lulu's is outright excluding people who don't have the typical body shape & rely on purchasing & trying on multiple items in order to find a fit. Now I'm afraid to make another purchase at Lulu's because I'm afraid I'll be banned from refunds. So I will not purchase from Lulu's again & will continue purchasing at companies that have a fair return policy. NOT RECOMMENDED.
Tip for consumers:
Do not purchase here if you require purchasing & trying on multiple items & sizes to find the best fit. If you make too many returns you will be BANNED from future returns from Lulu's.
Products used:
dresses
Hi J L, thank you for taking the time to share your feedback with us. We want you to feel comfortable and confident with our policies and in your purchases. As an ecommerce business, we embrace returns as a part of the shopping experience, and strive to make sure every customer is happy with the products they purchase and keep!
While we do reserve the right to limit or refuse service to customers that show excessive return activity, most of our customers will never fall into this policy as it only applies to customers who are purchasing and returning at a rate far above normal frequency. We define this as (i) $3,000 of returns in a 12-month period, combined with a return rate of 80% or more or (ii) $1,500 of returns in a 6-month period, combined with a return rate of 80% or more. This policy is not intended to deter or punish new customers who are still learning how our product fits their individual bodies!
We offer many features to support our customers in finding items they’ll love, such as a team of personal stylists who are able to offer suggestions for fit and style based on your body type and personal preferences! It is our hope that with the tools we offer, and having this policy in place, we can reduce waste, keep product prices affordable, and ultimately improve the overall shopping experience for our guests.
Thank you again for taking the time to share your thoughts. Please do not hesitate to reach out (https://www.lulus.com/customerservice) if you ever have questions or would like personalized assistance. We're happy to help! Xo
Extremely poor customer service! Their website crashed several times during their sale and they would not honor the promo code even after me reaching out multiple times. I have been a long time customer and now they have lost me as a customer for good because of their poor customer service skills. Their clothes are hit or miss, some of them are very cute while some of them look nothing like the pictures. Make sure to keep the tags on because they won't return it without one. I don't recommend this company, they don't value their customers.
Hi, Lisa! Thanks for leaving your review. We're so sorry to hear that you missed out on our sale due to technical difficulties! We'd love to look further into this. Could you please provide a previous Lulus order number? We will personally reach out via email from there! Xo
Awful company. Paid over 200 dollars for my order. Its 44 days later and still no sign. All their customer service did was send me a tracking number, didn't even bother to check the tracking information themselves. Clearly shows no update to the tracking history since 3 days after I placed the order. Rang my local post office and they confirmed that its up to Lulus to check this out as they also have no further tracking information. Ive asked for a refund - no response from them. First and last time I will ever order from this company again.
Hi LL,
Thank you for taking the time to write a review. We're truly sorry that your package's transit it taking longer than expected! One of our team members has reached out to you directly via email in hopes of providing further assistance with this.
Due to the current events with COVID-19, transit times for international packages are expected to be delayed. It does seem your package is experiencing this impact, however it scanned in transit yesterday (May 12th, 2020) so it is on its way to you!
As the delivery time is taking longer than anticipated, we have issued you a refund for your original shipping cost. These funds should reflect back to your account within a few business days depending on your bank's policies.
We apologize again for the impact these extenuating circumstances have had on your order's transit. If you have any additional questions or concerns, please feel free to respond to the email we sent you! We would be happy to help however we can.
Enjoy the rest of your day! XOXO
I only spent $500 on some dresses for a birthday gift so not a huge customer, but they refused to allow returns of the ones that didn't fit because it past the 30 days allowed. Guess I should've waited until the day before her birthday to order them.
Hi, D. H. Thanks for leaving your review! We would love to get in touch with you to help with this! Could you please provide your Lulus order number so we're able to reach out? We hope to hear from you soon, xo.
If you live in Canada expect to pay duty when they ship via DHL. Added 25% to the cost. That's bull. Get should figure out how to do business in Canada and use proper trade agreements, or at minimum include these fees in the price and take care of the duties in advance. Total crap.
Tip for consumers:
Consider the hidden shipping costs to Canada add 25% to the final cost.
Products used:
Nearly all
Hi Bernard! 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
I actually received my order in a timely fashion however the size they put in the shipment was NOT the size I ordered. My email receipt and packing slip had the accurate size on them but what I got was not it. Ok, mistake no big deal. However, I have been trying to contact them for 3 days via email, phone calls, and live text on their website with ZERO response or follow up at all. I will be refusing payment and never ordering from them again.
Hi Jill,
Thank you so much for leaving your review. We are so sorry to hear of this inventory mistake and for our longer reply time than usual. We are currently experiencing an influx of contact and we are working as quickly as we can to make sure we respond as quickly as possible. If you could please provide your Lulus order number, we'd be more than happy to personally reach out and have this taken care of for you right away.
We look forward to your reply! Xo
I bought a dress from lulus 6 weeks ago. L I tried it on briefly and it fit so put I put it in my closet, unworn with tags left on. I just pulled it out as I'm trying to pack for my upcoming cruise and noticed that the sides are longer than the back. It's an asymmetrical dress, but the back should be the longest part. The sewing is sloppy. It seems like a defect. I went online to try and initiate a return, and it would not allow me to do so. I hate to spend this much money on what feels like a defective item! 30 days is such a short time to use as a hard deadline for returns. I expect better quality in a dress at this price point!
Hi Kati, thanks for leaving your review! We are so sorry to hear of your disappointment with the dress you received. We'd love to look further into this and offer a resolution here! If you could please provide your Lulus order number, we'd be happy to personally reach out via email. You can also get in touch with our customer care team directly by going to: lulus.com/customerservice. We look forward to hearing from you, xo.
Terrible customer service and lies! I spent $400 on four wedding dresses to try on. All fit poorly and I immediately placed them undamaged back in the bags and returned them within the 10 day window. Lulus claims they don't pass quality control because of pet hair and makeup (eerily similar to another reviewers post on a different website). They sent me two photos of one dress crumpled up with pet hair and makeup on it, without any proof that this item is mine. Also-why did I not get a refund for the other three dresses if only one of them has supposed hair and makeup on it. The kicker is I wasn't wearing makeup when I tried these dresses on and I do not even have a pet! This is obvious fraud. They refunded me with store credit which I do not want! It does not say on their website that items will not be accepted for a full refund. I am so devestated as I had planned on using the money that they stole from me to buy my wedding dress. Now my wedding dress budget is even smaller than before and has been tarnished by this experience. What kind of company treats their customers like this?!
Tip for consumers:
Don’t shop here if you think you might want to return something.
Hi, Bryn! Thank you for taking the time to share your review. We're sorry to hear you had trouble with your returns. Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or otherwise do not meet our return policy are subject to denial. It looks like three of your returns were refused due to various short, black pet hairs while the fourth item was refused due to a stain on the strap.
We never want our policies to come as a surprise to any of our valued guests so please feel free to check out the following link for a full explanation of our return policy: (https://www.lulus.com/customerservice/article/what-is-your-return-policy.)
We'd love to have our Customer Care team get further in touch with you in hopes of providing further resolution! We've requested your Lulus order number through Sitejabber's verification system. Please reply at your earliest convenience and we will reach out as soon as possible! Xo
I ordered express shipping for my wedding shower and the box never showed up. I was devastated, so I contacted them for a refund. They basically said I have to start an investigation with UPS which could take 8 days then they would consider a refund. What I ordered was not super cheap so it was really challenging to figure out a back up plan. I ended up having to where the same dress I wore to my engagement party. Here I am 15 days later with no refund. I do NOT recommend, I will not shop here ever again.
Tip for consumers:
Don't.
Products used:
Never got them
Hi Samantha!
Thank you for your review. We are so sorry to hear of your disappointment in this claims process. Shipping carriers are liable for lost packages and we do have steps in place to hold them accountable. We've reached out personally via voicemail and email to ensure you're taken care of with an immediate resolution.
We hope to get in touch soon!
Be very careful if you are an international shopper! Shopping from Canada was an absolute nightmare. Purchased items and it is virtually impossible to get a full refund. Was on the phone for an hour with customer service only for them to tell me they don't help international clients. They sent me to a webpage where someone responded and said that I'm not entitled to receive my sales tax back ( as well as shipping which is not included!) how is this possible? No other international store does this at all! They told me they will email me a link to the Canadian website where I can mail in a form to get a refund through the government? Never ever shopping here again. Have told all my Canadian friends to avoid at all costs.
Hi, Mirriam
Thank you for sharing your feedback with us. We're so sorry that you were unaware that shipping fees and taxes are not refunded upon return. We never want our policies to come as a surprise! We do our best to provide this information on-site. It can be seen in a few different places here:
https://www.lulus.com/customerservice/article/int-what-is-your-return-policy
https://www.lulus.com/customerservice/article/int-how-do-i-make-a-return
https://www.lulus.com/customerservice/article/int-am-i-responsible-for-my-own-return-shipping-costs
Prepaid duties and taxes are forwarded to your local customs authority and therefore, are non-refundable, as they are not affiliated with Lulus in any way. Only the recipient of an order can claim these fees back. You will need to reach out to your local customs office directly with your return confirmation for further assistance. We are so sorry for the inconvenience this may cause!
Please know that we're listening and that we're actively working to improve our international experience. If there is anything else we can assist you with, please feel free to let us know. Xo
I feel discriminated against and the shopping experience was made worse when the site refused to take my money for invalid reasons. My billing address is from another state but still valid. The company took my money for 24 hours and never process my order. Horrible experience.
Hi, Denisha!
Thank you for your review. We are so sorry for the disappointment this shopping experience has caused. The error we received from your bank let us know that the charge was declined by your bank due to an incorrect billing zip code upon checkout. The pending charge you are seeing in your account is a pre-authorization charge from your bank and does not indicate funds processed by Lulus. That charge will fall off as soon as your bank processes the declined attempt. We understand how this can be frustrating and we are so sorry about this. It looks like our team has set up an order for you and this has been resolved. If there is anything we can do for you from here, please let us know. We'd be more than happy to help! Xo
Legally businesses cannot charge people for sending unauthorized packages, or packages that people never placed an order for. I received an order that I did not make, and lulus decided to charge my card on file for it. This literally is illegal. Will be reporting as fraud.
Hi, C i! We're so sorry to hear an order was placed using your payment method. We would love to look into this for you right away! Could you please provide your Lulus order number? We will personally reach out via email from there! We hope to hear from you soon, xo.
I would not recommend purchasing from this website if you are located in Canada. A dress listed on the website as $89 ended up costing me $170 CAD. Now that I need to return the dress, I will be losing about $60.
Firstly, note that the price you see on the website is in USD. When you check out, the price that you pay at this point does not include the conversion (which could be expected), duty or tax. These are all charged after the fact. I was surprised when DHL was texting me asking for money and honestly thought it was spam. I do not feel like this was made clear before I checked out, but very possible I just missed it.
However, now that I need to return the dress, I am losing the shipping, duty and tax. Email communications I received from the company say that return shipping is free within 10 days, but apparently this does not include Canadians and I am on the hook for that as well. I had an unsatisfactory exchange with customer service about how this is misleading and they basically said "thanks for your feedback <3 xo".
Honestly, all of this wouldn't be that terrible if the size guide on their website hadn't said that I was a 97% match for this dress and their customer service was more helpful. If you are positive that the dress will fit, go ahead and order. If not, know you will be losing a considerable amount of money on the return.
Hi, Erica!
Thanks for taking the time to share your review. We're sorry to hear that the duties and taxes collected by your customs department were higher than expected. These fees are not related to Lulus in any way and we have no control over the fees that are imposed.
We never want these additional fees to come as a surprise to our valued guests, so we do have this information on our site here: https://www.lulus.com/customerservice/returnsinternational, as well as a box at checkout to acknowledge that additional duties and taxes may be imposed by your respective government.
Please know we are actively working to improve the experience for our international customers. Trust that you are heard. We will be sure to pass this feedback along to the proper teams. Please know that we are listening! Xo
CREDIT CARD FRAUD VISA... -------- They take small money many time from my banking account.
Hi, Stephane! Thanks for sharing your concerns with us. We would love to get in touch regarding these charges! We do need a little bit more information from you in order to do this. Could you please email love@lulus.com directly with your first and last name? We look forward to hearing from you! Xo
My order is late and there is no way to track it. I'd like a full refund. The tracking number is invalid OR the order never shipped. There is no way to contact the company by phone (on hold indefinitely- "We are experiencing longer than expected wait times") and chat support never connects you to an representative.
Hi, Sara! Thank you for leaving your review. We'd love to personally reach out to ensure this is looked into and taken care of. Could you please provide your order number? We would be happy to get in touch via email from there. We look forward to your reply! Xo
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Lulus.com is the style destination for trendsetters worldwide! Fans covet the popular Lulus label, emerging designer mix, and favorite go-to brands!
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