Luluguiness Reviews 27

Tried to order Dressing gown that was on sale.with caption extra 20/ off sale items.the code would not except discount.contacted customer service after they looked into was told it was only certain items on sale that offer was applied.
I said very misleading as it clearly said above extra 20/ off.
So disappointing and breaking code of advertising.

I just purchased my new sets of tote and this was delivered promptly. I have always loved their quality high end products. The totes I have been giving as presents and their luggage is so gorgeous. My favourite luggage of all. Well done LuluGuiness for creating such lovely lips items. Will continue to be your patron.

I would class this company as a scam. They advertise high value desirable products at a sale price to entice you to the site and then cancel the order which has that desirable item. Told them to cancel whole order and was told they couldnt. I rejected remainder of order on delivery as they advised and now they wont refund as say i have no proof of return!!!

I ordered a bag nearly two weeks ago, they dispatched the item via DHL and I received notification, when clicking on it it said I needed to call DHL, after many wasted hours it said that the waybill number had changed and it had in fact been delivered, the delivery was made to Birmingham and I live in the South East , Lulu guiness customer services suggested I call DHL to sort out however I pushed this and eventually they told me it had been sent back to them, they would send it back to me and offered me free delivery on my next order (I would never order from them again) nearly a week later and still no bag and getting ghosted by customer services….trrrible way to run what’s perceived as a premium company.

Terrible quality for premium product, purchased a backpack which broke after only 6 weeks. Contacted customer services and agreed a replacement. No update a week after they had received my return so contacted customer services who advised the item was now out of stock. Only options offered were store credit or I could select something else for my replacement. Advised I wanted a refund, which is a legal requirement given the item I purchased was faulty! No response 3 days later after chasing. For a company that positions themselves as a premium retailer this is not acceptable. Stay away…I know I will from now on.
PS. Still no refund at time of writing!

The customers service is simply terrible.

The tone is very friendly but they copy paste generic answers to very specific questions.

I've asked for clarification due to a typo in website, complete disregard my query.

I purchased from them a second time and got some socks. Brand new from packaging I noticed they had a hole where the heel joined with the body. Poor quality control indeed, I contacted them.

They insisted I send back the pair of socks (£6) – rather than send me a full refund and let me keep the faulty socks as a point of good will – they're rather waste postage and have the faulty socks back which will end up in the bin to make a point. Very inconsiderate company. I've unsubscribed and will never buy from LG again.

Purchased a lulu vanity case and it had scratches and digs all over it. Tried to contact customer services from 11am but you get put through to an automated service saying "sorry we cannot take your call right now, call back later". Have sent several emails and had no response. Stay clear of this Company

I have never dealt with a company that is this abysmal. Placed an order delivery date 2-5 days and charged for delivery on a very expensive bag !!! Chased three times for an update on delivery, got automated response, tried to call got automated voice message!! I thought LULU GUINNESS WAS A LUXURY BRAND clearly not on customer care, response and expectations!! I have purchased from many luxury to high street brands and never had an experience like it. I will be returning my item when it eventually arrives as I will not spend my hard earned money with a business, who could not give a TOSS !!

They are trying hard to rectify the laziness of their couriers - customer services respond quickly to emails - and a real Iive human seems to have written them! Waiting to find out if bag is gorgeous...

Amazing!
Love the customer service so reliable and swift

Great service. Items arrived by courier within days. I had a querie which was responded to promptly and explained fully. The quality and design of the items I bought was great. The price point was fantastic and it was free p&p.

Been purchasing online at Lulu Guinness for a couple of years, and have always very happy with my purchases; not only with the quality of items, but also with the speed with which they were shipped and received. This seems to no longer be the case- been several weeks since I placed an order, for which they received the funds, and my order is currently still stuck at “processing”. It’s impossible to communicate with customer service as my emails have gone unanswered. This says very poorly of Lulu Guinness- no matter how much I have enjoyed the brand, once this issue is resolved I doubt I will be back.

I bought a lulu guiness Fiona Holdall from QVC, Retail price was £99 selling for £50 i thought what a bargain.WELL i was wrong, When it arrived i was more than disappointed £50 for a plastic holdall it's not even worth £5 never mind £50 lulu guiness used to stand for for quality but this is just rubbish.
Selling this for £50 is just GREED.
Suggest you start selling quality products at a sensible price or you are going to lose a lot of customers.

I have been trying to about 3 weeks now to get a returns label, 3 emails no response. Two telephone voice messages left, no response. I will soon have to raise a dispute as I am going to run out of time in the returns policy.

No returns label provided in parcel. Left email and voicemail and no response. I'd expected better service when more people are ordering online during COVID.

Amazing!
Love the products and the customer service was great!

I purchased two handbags from the Lulu Guinness website this morning. It took over twenty minutes to make payment. The site had me enter payment details four times, totally rejecting PayPal despite having it listed as an acceptable form of payment. I then used a credit card which went through only to see they had overcharged me!

I have called their advertised phone numbers three times leaving my contacts and sent them two emails only to be completely ignored.

What happened to ‘customer care’ which used to be part and parcel of this good brand?

So after the following (still pending monies back in account) I checked
reviews on trust pilot and SURPRISE

Bag in aske lovely but to be returned, 2 days later on 22nd January recieved by LG but after several emails to customer service and after being to refund basically by end last week, I called and they were quick to say "lots of orders in sale" lots of returns " busy" OH and my email said the refund would be done asap NOT then so thinking that them stating that mo ies returned within 3-5 days was not correct.
On phone she stated that was it done NOW (today) and again may take 3-5 days !!

Slow, poor customer service, quick to take monies on point of sale SLOW when going the other way it's as if they DELAY monies back !!

Love love love the products. The one star is for using dpd as delivery. Just worked at home to get parcel, sat at window from 1015. Three people in house. Bell working, all windows open, back up option logged of leaving parcel in porch, but of course it’s dpd so I get text at 1030 saying they tried to deliver and we weren’t home, they left a card did they? Of course not because people who were never there can’t leave physical evidence
Honestly I try not to buy from companies who use dpd it’s too stressful

For a long time I have absolutely loved this brand but it was only recently that I put my first order. Living in Denmark, the delivery is not cheap but as I got a good bargain on a bag and a purse, both on sale I decided to treat myself :) I make my order on June 5, and recieved it IN DENMARK two days later! The bag and purse are both absolutely gorgerous! And the quality is definitely there.The only thing keeping me from ordering more is the 25 pounds that is the cost of a delivery to Denmark. The packing was well done neither the bag or purse had faults and I am loving them!