Caitlin S.

UPDATED REVIEW: Spoke with a manager on the phone and will let me return garment and get a refund. Yay! Thanks Lulu's, I really appreciate the resolution (although I would have preferred not to pay shipping, at least they will refund my money). I was browsing on their site last week for an upcoming event and am happy to go back and purchase knowing they will correct their wrongs!

OLD REVIEW: I have shopped at Lulu's several times - I love their dresses, the price point is good and the shipping is pretty fast. Safe to say, I would've been a customer for life.

UNTIL NOW. I wore a jumpsuit ONE TIME and hand washed it per the instructions on the garment -- the white became totally stained from the black pants. They won't replace per their policies as stated:

"We do not replace damaged or defective merchandise that was:

-damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp objects, etc.)
-damaged by misuse, general wear, or activities other than the intended purpose

Please note the life expectancy of any product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. Products damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced."

Yea, those are totally legit policies in regards to refunds and replacements, however...

MY SITUATION IS NOT DESCRIBED BY ANY OF THE ABOVE. Clearly they don't believe in customer retention or backing their products -- instead they hide behind this policy even when the situation isn't the customer's fault and simply followed what their recommendations were.

Shame on you, Lulu's.