Lulus

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!

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.

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.

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.

Just be aware, that you need to pay a huge duty/tax. I ordered dresses for $180 CAD and paid an additional $77 CAD in duties. Dresses are made in China and are of medium quality: better than Shein, but worse than H&M or Le Chateau. I will not be ordering again. Customer service was nice, and dresses arrived in 10 days.

Service was fine, it's hard to identify what size you are and a lot of products look a lot different in real life than on the model. I always have a hard time identifying my size from LuLu's - even if I bought something before that fits. Size seems to vary greatly by item. However, it was easy to return and I got my money back quickly.

I ordered the dress and waited several weeks after it said it was shipped only to find out it was "lost at the warehouse" and I was never told. Upon calling, it took a bit of work but a new dress was located and shipped out to me. Thought some sort of a discount would have been provided but no consolation for the trouble or delay was given. Luckily I love the dress! Had I not called I would have paid for a product that I never received.

I ordered a dress for an event and was sent not only the wrong dress but the wrong size. I've been ordering from Lulu's for years and unfortunately this isn't the first time this has happened. I was happy enough with the look of the replacement dress, but it's two sizes too big and will need to be taken in. There is no time for a return because I fly out Wednesday and the correct dress (if they even send the correct dress, I really don't trust their warehouse at all at this point) isn't due to arrive until Tuesday. I can't wait until Tuesday to find out if the dress arrives or not as I need to make alterations to the dress I have. I was happy with the customer service in that she did try to work with me and give me options, but I feel like in a case like this where I'm going to have to go spend more money because of the company's mistake they could at least offer some store credit or something as an apology.

Hi everyone,

I made my first order on Lulus website and was so excited to receive it until I got the notification by my post office that I had to pay extra 71EUR of taxes and duties... Yes, I live in France. I did not think about checking any reviews on internet before ordering so I was not aware of this at all... This was such a bad new for me even though I tried out the outfits and dresses I bought and that they fit me perfectly... I mean I was ready to pay this price for clothes even if it is already super expensive in my opinion, but knowing that I will have to pay duties/fees every time I will order is clearly cooling me down about my next purchases on Lulus...

So this will happen to you if you ship your order outside of the USA obviously!

Regards,
Laurene R

I am extremely happy with here
Their products look exactly like the pictures, and if you go by heir size guide, fit well! I'm always iffy about ordering clothing online, but the lulus sizing charts are very accurate and reliable, so I never worry about whether something is going to fit or not! They never fail to disappoint! Would highly recommend trying them out.

I have been ordering from Lulus since I was a sophomore in high school (2010). Their clothes are super cute, especially when you get tired of seeing the same ole stuff in the mall. I never hesitate to place large orders here and I am always satisfied with the quality of the clothes and sandals.

I recently placed an order of about $200 (a pair of sandals and 3 dresses + expedited shipping) in anticipation of going on a trip for my anniversary. I was so excited to see that my order had arrived. Except when I opened the large box, I discovered that only the sandals had been shipped. From there I call customer service to confirm everything was sent in one shipment. Everyone I spoke to was kind and expressed a willingness to help. However, what doesnt sit well with me is the fact that their protocol for something that would obviously be a packing error, is to shift the blame passively on the customer and whoever delivered the package. Now I am waiting probably 10 or so days for someone to close the investigation and tell me that the items were misplaced somewhere along the way.

I have the upmost respect for customer service as this is an industry that I work in and I understand that the customer is not always right. But from my perspective, I placed my trust in this company, and now I am going to possibly suffer a loss from this mixup. But hey, at least I got the shoes.

I reached out to the Lulu's customer support team multiple times (at least 5-6 at this point), and I have gotten slow responses, evaded answers, and lack of resolution.

I was supposed to be sent 4 items in total. After I place the order, 2 items are placed on backorder. Since then I have tried to get an accurate refund for about a month. Lulu's has an incredibly inefficient and error-prone returns/cancellation system, which is causing incredible frustration despite my following the required process exactly. Lulu's needs to give me the refund I am due.

I returned the 3 items I was actually sent, even the backordered one, within 2-3 days of my receiving them. Yet, Lulu's is still trying to charge me return shipping costs on what should be free return shipping and also trying to claim that they haven't received items that I returned in the same package as another item they said they did receive. During this process I have faced no less than 3 errors on the part of Lulu's sales/returns department, so it is safe to say I am not convinced. I have bought online for years, and never faced such unhelpful customer service, except maybe the 1-2 unscrupulous sellers on eBay. This is the first time I have purchased from Lulu's. I have so far been refunded less than half of what I am due and have now reached out to PayPal to try to get a better resolution.

--- update: after leaving this review someone from Lulu's did help me find a resolution, so I am now very happy with that. Finally, I can put this situation to rest, and I appreciate their courteous tone throughout the ordeal.

I was lucky to find 3 dresses from Lulus on Facebook Marketplace for low prices. The dresses are so nice and fit perfectly. I can not deny that their products have a good quality. They have a loooot of choice on their website and totally my style! I was so excited to buy more clothes from Lulus.

Unfortunately, this site is NOT AT ALL accommodating for Canadian customers. I should have read the reviews before. It cost me 280$ CAD for my order but I had to pay 100$ CAD for duties. It's waaaay too much! I'm use to buy online and pay duties, but it was never that much!

It's a shame because I love their products (it's true, it's good quality) and I was ready to recommend it to my friends (especially my bridesmaids) but at the end, it's too expensive. It is not at all suitable for Canadians customers.

I bought a dress (Melena Lavender Lace) that does not fit well - the sizing is a lot bigger than it says - and I'm not even sure I'll proceed to return it, after reading all the reviews from Canadians... saying that you wont receive the total refund.

So, think twice before you buy on this website! It's really nice clothes, but for the same price, you could find some nice ones as Lulus' around you and at least be sure of the fitting, of the final price and to be refund!_______________ EDIT____________________________________

I'm very satisfied with the customer service, sweet Kestrel reached me and made sure I had a good experience overall.

It's still not accomodating for canadian customers though and it makes me sad cause i loooove their products.

One of the dresses was not done properly, the stitching was inside out. The other dress is fine, however, it is a little big. The romper is also big and will have to be altered. I did my measurements before I bought the items and none of them fit properly. This is the first time this has happened.

They sent me the completely wrong dress. It was a different size and style than the one I ordered. I called them right away and the right dress was shipped the next day. I was very frustrated but they did mend it pretty quickly.

I ordered several pieces of clothing over a month ago. The day i received the package one of the dresses was ripped and looked worn, with the tags being taken off and then one Lulus label being safety pinned back on the dress. I decided to return it along with some of the oyher dresses and a pair of shoes ordered, and proceeded to start the return process the same day. A few days later, April 5th, i was able to get to the UPS store to return the items (within the 10 day free return timeframe). I just yesterday reveived confirmation that they have received my return and now i have to wait several more days to hear about my refund. This is horrible! Almost a month to receive my refund and not to mention no compensation for the worn, disgusting ripped dress that was sent to me in the 1st place. Customer service itself has been fine, but the return and refund of merchandise should not take this long. Never again!

Update: I did receive a refund email shortly after writing this revew, so kudos to them for finally taking care of this return/refund. Much appreciated Lulus.

UPDATES BELOW (Increased rating from 1star to 2star to 3star). Running into a return issue tonight 11/3, so started looking up Lulus.com reviews & found Nicole Ks review on 11/2 on sitejabber.com - Same Exact Thing = TOTAL SCAM! We ordered 4 dresses to choose 1 for Homecoming, promptly returned 3, got an email acknowledging credit for 1 & stating separate emails would be coming as the others were processed. Weve been emailing to follow up with them & theyve just sent this: Unfortunately, we can not refund you to your original form of payment for these item since you did not include them in the return package along with your other returns nor is there proof of weight on the drop off receipt you have provided. We can not refund you for something that has not been delivered back to our warehouse. We truly deeply apologize, we have a strict return policy we have to abide by that states," "We recommend shipping with insurance and keeping your shipping receipts until your return is processed. Lulus.com is not responsible for missing, damaged, or lost packages in transit." Please accept this online credit refund for these returns and we would advise that in the future you make sure the weight of your return package is provided on the drop off receipt. Not that these skimpy dresses weigh much, never has this requirement EVER come up before with any other seller! Setting buyers up & reiterating the offer of an online credit refund is obviously an M. O. of this business & will be of interest to the BBB or AG!
UPDATE 11/4: In last 12 hours, we have gone to the drop off location to secure documentation of the weight of package, emailed a photo of that to "Support," and followed up with a phone call to Lulus. Kathryn, in Returns, reviewed and is processing a credit to our original payment method AND issued a 20% discount for use through June (prom season :). She did not think returning in separate packages would solve the issue (Amazon used to have this issue w/ return of rental textbooks-if returned them together, they wouldn't get them all credited!), but did say using a box, instead of the bag the items are shipped in, for returns may reduce potential tampering of the packages arriving back to them. Will update further when transaction is complete...
FINALE 11/7: full credit is posted on original payment method. Rating increased another star. Bottom line=This business needs a procedural overhaul, but we will try them again (product & selection is worth another try :).

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 was so happy to get my dress. It was everything I had expected!

I am so happy with the purchase I made. The quality of the product is great. I called and chatted with the customer service and they are responsive and responsible. I cannot add how happy I am with the quality of the product and my experience with customer service.
The only drawback for me was the extra delivery charge to Canada. I was charged an extra 72$ which is 40 percent of the product price. It includes taxes, duty fee, and processing fee, which I believe is an insane amount of money. I chose Lulus because of the affordability and I think I won't purchase anything from Luluis anymore because it's not that affordable after extra charges. If I lived in the US I'd definitely buy my clothing from Lulus but for now, I won't.

Very slow delivery still haven't got my shoes, in the mail yet! Would like to know when I'm going to get my heels!

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!

I had ordered $130 worth of clothing, shoes and jewelry from Lulu's for prom. I received everything at a timely manner (I paid extra for 3 day shipping though). Once I received the dress I found it to not turn out like I wanted it, and started a return to send back the dress, shoes, and a jewelry piece. I packaged those items up and put a shipping label on it myself. A couple days later I personally dropped the package off at UPS, and even received a receipt for my package drop off.
The next week I was contacted by Lulu's saying that instead of my return they received textbooks. Textbooks? I wouldn't have put textbooks in my return package, I didnt even have textbooks around me at the time I was packaging everything up. Either this is Lulu's fault, or UPS's. Either way, I've reached out to both companies and so far neither one has been able to provide me with an explanation as to how this occurred. I'm furious that I'm now out $130 with nothing to show for it. I no longer have the items, and have no idea where they are. Now I'm expected to pay for the "return" of the textbooks, even though they are not mine. Everything on my part was done correctly. Everything on theirs? I'm not so sure. This was my first (and last) time ordering from them. (1 star).

***EDIT: After this review I was contacted immediately by a Lulu's representative. After I got her message I called her and she let me know that she'd do her best through this case. Knowing that someone was handling it all made me feel at ease. Now, a week or so later, they're still reviewing this case but I was refunded. Thanks for your help, Karen! I appreciated it a bunch!