Lulu Guinness Reviews 404

Magnificent bags, exceptional service and super fast delivery! Loved the new tote bags for summer and day to day backpacks.

I am a Lulu Guiness fan and have many handbags.
I recently bought a pair of earrings which I was not entirely happy with.
I contacted their Customer Service and a lovely Lady called Daniella replied. Her attitude and service was fantastic. I have worked in a customer facing industry so can understand how a good customer service experience is key to a business.
Daniella was professional but understanding and I am very happy with the outcome.
Thank you Daniella for all your help.

I purchased last minute a bag for my friends birthday. I emailed customer service as I wanted to receive next day delivery so i could give to my friend so she could take away on her holiday. I thought it would be a push but was very impressed it did arrive the following day of ordering and was so beautifully packaged. The bag was gorgeous so may have to treat myself!

Purchased hand luggage case (hard case) had delivered April 2024, only used on a plane 3 times and that was with me under seat so not thrown around. Used it in this country to visit family so again not thrown around. Took on holiday in July and at the airport in UK whilst walking through duty free the strap handed snapped. The actual clasp snapped and bag fell to floor. Thankfully bag ok one mark but strap now useless. This is the sort of case you need strap to carry as handle not great. Emailed Lulu Guinness on return, sent photo's explained everything and they have now come back saying out of warranty and here are some people you could pay to have a repair job done. Now yes it is out of warranty but the workmanship is not up to standard and they should be the ones to sort out the problem. All that is needed is a new strap, not the case but the cost of buying or having it fixed for a customer is very unfair. You purchase from what you think is a quality company and expect quality goods but in fact they are poor workmanship and the company do not want to know. Would not buy from them again and would suggest customers think seriously before buying.

Response to Lulu Guinness reply
Thank you for your reply, but I have already done this and this was the reason I have let customers know that you aren't interested in your customers and are happy to sell poor quality goods to us. Your Customer Service team have emailed today saying nothing they can do and there are some contact people I can contact and pay for the repair myself which is not fair as this item is faulty or just really poor quality.

Having purchased a lovely bag for a birthday present it was clear on giving the present that it wasn’t what was wanted. I bought on 8 July for a birthday on 31 July. Clearly I had to purchase in good time and couldn’t give it before the birthday.

I contacted Lulu Guiness customer service to see if I could return it. I realised I was about 10 days outside their 14 day returns period, but thought they might be a bit flexible given the circumstances. I would even have accepted a credit note.

But no! There was a definite refusal to even consider helping.

I’m not even able to exchange for a more acceptable item.

Given this experience I wouldn’t recommend Lulu Guiness to anyone and won’t be buying from them myself again.

It’s a pity because I do like their quirky designs. But if there’s no commitment to customer service why would you deal with this company.

PostScript after LG reply:
The reply from LG simply reinforces my belief that there is no commitment to customers. I will definitely never buy from them again and will recommend friends and family to avoid them as well.

Beautifully made products and good prices.
Had a small discrepancy which was quickly sorted by Daniella. Amazing customer service! Would definately recommend products, delivery and service

I made a purchase recently and even though the item came faulty, customer service was the best.I had a response within 24hr, Nikki and Danielle helped so my item could get replaced with no problem. Best customer service team

Excellent support in helping to replace a damaged handbag.

Ordered a bag that didn’t arrive. Admittedly, this was DPD that was at fault. I opened the issue with customer service. Rather than sending out a replacement, they’ve opened up an investigation that has been open over a week. I’ve not received my bag and they’ve kept my money. Despite asking for a replacement as it is a birthday present, I’ve been told to wait for the investigation to conclude. Appalling customer service. Being treated almost like I’m lying. Will never buy anything from them again.

I recently had a very good experience with customer service. It was reg. an order for which I needed to cancel after having ordered, I was afraid it was not going to be possible as normally they ship and make you pay return instead. However, it was not the case here and they did so nicely and kind. Very satisfied as sometimes this happens.
Will place order again and trust you can always find help with the team.

Absolutely appalling - do not purchase from this company. I purchased one of the acrylic lip handbags in February. I opened the package fully one month later to use it only to find that there was a crack on the underside. To confirm I have never used the bag and it still has all labels attached. Customer service are saying that as it is over 14 days since purchase they will do absolutely nothing. They are blaming me for the damage when I have never even used the bag.

am truly disheartened by some of the negativity I’ve seen directed towards Lulu Guinness on here. I have been a loyal customer for years, and my experiences have been nothing but exceptional.
 
One of the standout aspects of this brand is the customer service, particularly from Daniella, whom I have had the pleasure of getting to know on a personal level. Her background in high-end service is impeccable, and she has worked with some of the most distinguished clients in the fashion industry. To see people attempt to tear her down from behind a screen is not only unfair but also unwarranted.
 
Lulu Guinness is a brand that embodies quality, style, and sophistication. Every purchase I’ve made has been met with outstanding craftsmanship and attention to detail. Their designs are timeless, their service is top-tier, and they have always gone above and beyond to ensure customer satisfaction.
 
It’s easy to criticize from behind a phone or keyboard, but I urge those who have had genuine experiences with the brand to share them. Let’s give credit where it’s due rather than allowing unwarranted negativity to overshadow years of dedication and excellence.
 
I will continue to shop with Lulu Guinness, and I encourage others to experience their wonderful products and service for themselves before making judgments based on a few disgruntled voices.

Great bag bought as a gift…very quick delivery

Incredible shopping experience from Lulu - customer services were so helpful and ended up getting the bag of my dreams - the iconic lips clutch in red!

Purchased the birdcage bag for my niece which arrived broken with uneven and snagged stitching, a broken tweeter and the base buckled and unsecured to the sides. Bag is made from CARDBOARD with a price tag of £345. Nobody seemed surprised that this was the quality of merchandise they are sending out and there was no apology for the quality or hassle/disappointment. They hung on to my money for weeks. They stopped replying to my emails until by chance I filled in an online satisfaction survey then suddenly got an email saying my order had been refunded; only my name needed to be filled in and they didn't do that either. This is another level of bad and a whole month of hassle just to get my money back. Special shoutout to Daniella for reaching a new level of vacuous. They are exploiting their customers, are lazy, rude, indifferent and their product is just trash.
EDIT: Lulu Guiness could not respond to my emails or refund my money for weeks but within a couple of hours they had tried to remove my review. Strangely- someone has posted 'don't listen to bad reviews' as if this was a direct response to what I had written. I suggest you do. I didnt look at reviews for this established company to my detriment and I'm furious they try to silence the customers that have been treated poorly. And I'm fairly sure the person who has posted 'don't listen to bad reviews' is a friend of the company as nobody who is a long term customer would suddenly decide to write a review like that.

Had to return tshirt as did not fit over 3 weeks now since tracking shows returned but no refund ! . Emails responded to with generic response , live chat and phone line never open . I remain with no product and no refund . I did initially plan to buy different size as liked the product but now wont reorder of purchase any other items for fear of needing to return !

Do not purchase from this company. They are dishonest and liars. I have been waiting for a clutch to come back in stock for week. despite the fact that they claim they don't know when things would be restocked, I received a Facebook. message telling me that the item that I wanted would be posted on the website "soon" I immediately wrote back and asked why they couldn't just send me an invoice or tell me when it would be posted. I received no response. I sat on the website for a few hours and saw nothing posted. after too much time spent, I fell asleep. I woke up this morning to receive a message telling me that the clutch posted and was immediately sold which I know was a lie. Im disgusted as to how they would to something like this. It should not be this difficult to purchase something. I have disputed the clutch I already bought and will be sending it back as I want nothing to do with a company that would behave this way. Integrity is everything, and they do not have it!

The bag did not fit my phone so had to go back (this is a basic requirement of any type of bag these days). Ok, my fault for not getting out a measuring tape before buying. This wasn’t a big deal and expected a smooth refund transaction.

Disappointing packaging - black and white and very cheap in appearance for a not cheap product.

Finally, I posted it back (had to go to Royal Mail - no other option) received an email it’s arrived and… nothing. No refund. Write customer service who directed me to their policy that it takes up to 14 days to process and refund. Very matter of fact, not apologetic. I read a response to one of the posts here and it’s the same tone - it really does not paint the brand in a good light.

This refund delay of hundreds of pounds is unacceptable. If your warehouse and finance teams are functioning in this way, there’s a fundamental operational problem. I used to work for a Richemont brand and this is simply wrong, not how luxury works, and a great way to anger customers. Do better.

So here I am, writing my first Trustpilot review because I’m so irritated with Lulu Guinness.

EDIT: they received the bag on 17/02. I received the refund on 10/03. 22 days after they received the item, or, if you want to be generous, 3 working weeks…

My husband purchased me the red lips clutch bag on 24/12/25 unfortunately he did not read the spec....what man does? And did not realise it would be too small to accommodate a phone.
He gave me the bag yesterday as it is my very special birthday and he knew this was the bag of my dreams.
He realised that he should have ordered the medium sized one.
He reached out to them as soon as I had unwrapped the bag and explained he should have ordered the medium size, he asked if he could return it ...obviously unused and pay the difference a further £100 for the medium size. He was not asking for a refund. He got a standard reply saying as it was past the 14 day refund policy it could not be returned or exchanged there was no budging on their part.
I find it hard to believe that if someone purchases an item for a gift then they cannot exchange it for an alternative item because the person purchasing ordered it prior to the receivers birthday not realising that if it was the wrong item that the receiver would be able to exchange it.
We are only talking about 14 days after the expiry returns period, surely they could use some discretion. I cannot even use tge bag it is far too small its impractical.
From a reputable company this leaves a very sour taste for something that has been on my bucket list for years.
Really disappointed in them and feel very badly let down.

The quality of lulu guinness has changed. I've had bags in the past that have been perfect and looked good years later, I should add that I take very good care of them. A designer piece doesn't come easily to me, it's a treat, I save up for a long time for something special. In this case it was the red lips vanity and I was so excited. The description said it comes with a storage box, which I would expect and I imagined opening the packaging to see the lulu branding which would then sit in my wardrobe looking fabulous. But there was no branding, no luxury designer experience. The box it came in with labels, tape and scuffs was the storage box which opened to reveal a case in a plastic bag. This was so disappointing. I actually got a better experience from temu with its lovely tissue paper wrapped vanity case in a dust bag inside a box, for 1/8 of the price last year. It may seem petty, but as I said, this is hard come by for me, a designer item is a big saved up for treat. This fell flat and before I fully unpack it, I may just decide to return it.