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Sarah M.

Contributor Level

Total Points
83

1 Review by Sarah

  • Lulus

5/8/19

So I had been really in-love with one of Lulu's dresses and had to wait for it to come back in stock. Even with the dress being 80 USD (around 108 CAD) I still wanted to buy them. I had read plenty of reviews on the dress but was unsure of what size to get. So I decided to go with buying both a small and medium. I didn't even think twice about looking at the return policy, as I remember seeing a 10 day free-return policy.! I found out after both dresses arrived however, that the 10 day free-shipping was for United States residence only. I also discovered that if you're a Canadian buyer, you'll have to pay the return postage (20-30$ CAD) and then also pay the return duties and taxes (about 60 CAD) so, for me to return the dress I would almost be paying for a brand new dress! Ridiculous! It's not worth it to return! So it'll remain in the plastic sleeve that they sent to me in my closetsuch a waste.

I was also deeply disappointed with the quality of the dress; for 108CAD I was expecting a material that doesn't wrinkle whenever you sit on it. After ironing it for 10 minutes, I noticed that there were even loose strings! I know it's not that big of a deal, and I can cut the strings off, however for paying 108 CAD, I would expect a more expensive material to be chosen so the dress would not wrinkle, and not have any loose strings! Now I'm worried that the loose strings may unthread. Really disappointed.

I was shocked to discover when the package arrived the tax and duties were almost 60 CAD! While I know this is the Canadian Government that implements these tax and duties, I am still so shocked. I have bought tonnes of stuff from Japan, Korea and even China and have never been once dinged for duties! Some brands already cover tax and duties for Canadian customers (Aerie, Urban Outfitters). I would strongly suggest international customers that if you want to buy items from Lulu's to read the fine print.

I guess the most upsetting thing is the lack of support for international buyers. To fellow Canadians: it is not worth buying from this brand; the quality does not match the price and you will just be disappointed. If you want to return an item you'll be expected to pay both the return postage and the return tax and duties. I will not be buying from Lulu's again. Severely disappointed with the quality of the dress, the lack of support and services available for Canadian customers.

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Tiffany S. – Lulus Rep

Hi Sarah,

Thank you for taking the time to share your feedback. I'm truly sorry to hear of your disappointing experience with this order, from the confusion regarding returns, to the poor quality of the items. We never want to leave a customer dissatisfied with their purchase, so a member of our team has reached out in hopes of providing assistance!

We've applied a discounted price to the dresses you ordered, to make up for the quality not being as expected. As a gesture of apology we've also swapped the coupon on your order to give you the best discount possible, and refunded your original shipping fee. We want to do something to help with a future order, so we've also sent you a $25 store credit!

We really value you as a customer, and we're eager to regain your trust in Lulus as a company. If there's anything further that we can assist you with, please don't hesitate to contact us. We would be happy to help!

Have a great day! XOXO

Sarah Has Earned 3 Votes

Sarah M.'s review of Lulus earned a Fraud Buster vote

Sarah M.'s review of Lulus earned 2 Very Helpful votes

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