Lulus has a rating of 3.92 stars from 545 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Lulus most frequently mention customer service, great quality, and many compliments. Lulus ranks 82nd among Women's Clothing sites.
Proactively asks for customer feedback
This company responds to reviews on average within 2 days
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Miguel from customer service gave me back my full refund without any hesitation. I appreciate him for that. It's my first time shopping on the site, some of the clothes worked out for me some didnt. And I was nervous about the returns/ refund because I didnt know the policy's. Will be back shopping at lulu, thanks Miguel! Happy holidays Phone call date: Wednesday December 13th 9:30am
If you need an outfit or article of clothing for a special occasion, look elsewhere. The shipping takes forever! The website said it ships in 1-2 days, So you'd assume 3-4 days after that to get to you. Nope! It's over 2 weeks! Ridiculous in today's online shopping world. When you track your shipping the graph just sits on the same location for days and days while you're trying to figure out what else you can wear for a holiday event once you realize your entire plan is blown by their freakishly sluggish shipping.
If you need an outfit or article of clothing for a special occasion, look elsewhere.
The shipping takes forever!
The website said it ships in 1-2 days,
So you'd assume 3-4 days after that to get to you. Nope! It's over 2 weeks! Ridiculous in today's online shopping world. When you track your shipping the graph just sits on the same location for days and days while you're trying to figure out what else you can wear for a holiday event once you realize your entire plan is blown by their freakishly sluggish shipping.
I ordered a couple of curvy fajas placed the order in SEPTEMBER and it's now DECEMBER and I still haven't received my package I tried emailing them, no response, I reseted my password so I can log in and check up on my package, got an email with absolutely nothing on it just blank. My 13 year old son bought them for me and they basically robbed his money because my package is no where to be found.
Products used:
NONE
Hi, Adrian! We're sorry to hear of your disappointing experience. It does sound like your review may be intended for a different business.
We'd love to look further into this right away so we've reached out via Sitejabber's verification system to request your Lulus order number or email address. We hope to hear from you soon so we can get in touch. Xo
Although dresses were nice and good quality I returned as neither of them fit. Tags were still on dresses as they were only tried on for less than 5 min and then placed back in box for return. LULUs claims tags were not on dress when returned which is false. How do I prove tags were on dress? Lulus refuses to refund- will never buy dress again as there is no way to prove tags were on dress when I mailed back-- total RIP off - do not recommend if you feel dress may not fit! Terrible company.
Tip for consumers:
Do not expect a refund
Products used:
None
Hi Lisa! Thank you for sharing your review. We are so sorry to hear of your disappointment regarding your recent return. This doesn't sound like a typical situation at all and we would love to look into this for you right away! If you could please email us at love@lulus.com using the subject line, "Review Moderation" and your order number, our team would love to get you taken care of! Hoping to hear from you soon, XOXO
I wish I had better things to say about Lulus. I bought some business casual pants on sale, and while they are definitely super cute, they're clearly made out of cheap materials. Of the three pairs I ordered, one's zipper broke immediately, and another has a giant tear in the pocket. Haven't checked the third pair but there's likely something wrong with them too. I think if you're going to go for fast fashion, you might as well go to one of the super cheap places, because honestly the quality is nearly worse.
Hi, Sarah! We're so sorry to hear that you've had this experience. We'd love to help take care of this right away! We've reached out via Sitejabber's verification system to request your Lulus order number or email address. We hope to hear from you soon so we can get in touch. Xo
I bought 5 items, wasted $150+ and could not get a refund on any! Cannot reach customer service on chat, text, or phone call - all robots that don't connect you. Call literally hangs up after a minute of wait time. They stop you from responding on the chat by blocking your area to type. They charge your phone carrier a fee to text.
All items came super cheap - shoes looked like they had glue coming out all seems. Ordered a small dress, it was XL with a S label sewed in.
Will never purchase again. Terrible experience.
Tip for consumers:
Dont
Products used:
None
Hi, George! Thank you for taking the time to leave your review. We are so sorry to hear of your trouble getting in touch with our team. This does not sound like a typical Lulus experience at all. If you could please provide your Lulus order number, we would love to personally reach out to ensure you are taken care of right away! We hope to hear from you soon. Xo
I orders some cute outfit from them last week for around 150 usd and woke up this morning with a 70$ Duty fee to receive my package. THIS IS HORRIBLE. You have no choice but to pay it as you've already paid so much for the package. Duty fees should NEVER be this higher for a 3 dresses. APOLDE.
Tip for consumers:
Don’t bother if you are from Canada
Hi Rachel,
Thank you for sharing your review! We’re truly sorry to hear that your purchase ended up costing more than expected. We do have a disclaimer at checkout that must be selected to give our international customers a heads up that customs fees may apply, as we never want these fees to come as a surprise!
Duties and taxes are imposed by your country's government because you are importing items. They are not related to Lulus.com, so we cannot predict their cost or control how you are charged. We understand how disappointing this can be so we also have this information stated on our site under: https://www.lulus.com/customerservice/shippinginternational
If you have any concerns about the amount you paid for customs fees we suggest contacting your respective Customs Department directly.
If there is anything we can help with from here, please do let our Customer Care team know and we would be happy to do what we can.
Best, xo
I love all of the items I have bought from Lulus. I was unsure about what kind of quality I would receive as well as if the items looked like they did on the site but they absolutely do. They have such a beautiful array of dresses and the quality is very good for the price. I ended up ordering two more times after I received the first item and fell in love with it.
Products used:
Dresses and blouses
The sizing was all over the place and so was the quality. I didn't realize the return policy was 30 days, thought it was 60. Bought them online and after I mailed them back, they said no refund. I'm out about $500 and the only thing they offered was to "donate" the clothes. Will never, ever order from them again.
Hi Nicole, thank you for sharing your review! We're so sorry to hear that your return was not accepted outside of our Return Policy. We're happy to hear that you've been in touch with our Customer Care team and they've been able to take care of this for you! If there is anything else we can assist with, absolutely let us know. Xo
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'm so disappointed in myself for not reading reviews prior to ordering from LuLus. Seems to be a common issue as I received an email regarding my return and it stated that due to hair and fibers, I could only get online credit. I like many others have stated, tried dresses on once, immediately after a shower, no makeup, no deodorant, and no pets. Once tried on, I immediately put back into the packaging and box for return. These were both black dresses and would virtually be impossible not to have a fiber or hair on it. I would bet had I looked closely, I would have seen hairs or fibers upon opening, What a complete disappointment. Due to principle, I will look into options of getting my money back. And I wouldn't have given any stars for a rating but it wouldn't let me post otherwise.
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.
Hi, Liv Thank you for taking the time to share your feedback. We're so sorry that you had trouble with your store credit and to hear you were unsatisfied with your experience after contacting our Customer Care team. We'd love to review the conversation and try to turn this experience around for you.
We've requested some info from you via Sitejabber's system so a member of our Customer Service management team can look further into this! We hope to get in touch soon. Xo
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.
Products used:
Dress
Miguel from customer service gave me back my full refund without any hesitation. I appreciate him for that. It's my first time shopping on the site, some of the clothes worked out for me some didnt. And I was nervous about the returns/ refund because I didnt know the policy's. Will be back shopping at lulu, thanks Miguel! Happy holidays
Phone call date: Wednesday December 13th 9:30am
Products used:
Mostly sweaters
Lulus makes their return process look easy but you will be out over $50 if you try to make a return. You get docked the shipping cost for both ways which will be over $30 (the return shipping is more expensive) and they will NOT refund you the sales tax, which is unheard of. Instead, after back and forth with them passing me to different departments because the customer service rep couldn't do simple math, they linked me a to Canada Border Service Agency's website to mail a form to the government to get my sales tax instead. They provided no guidance at all and said it was their standard policy. I've had international refunds before and this has never happened before. They always refund the sales tax. It makes no sense why Lulus wouldn't refund the sales tax and get the refund from the government themselves. This has been the worst customer service experience of my life. They don't even have a customer service phone line. I have warned all my friends and will never be shopping here again.
Hi, Hailey
Thanks for taking the time to share your review. We're sorry to hear that cost of shipping and returning was higher than expected. We're actively working to improve our international guest experience. Without an order number provided, we are unable to see if your order was placed before or after some of these changes have been implemented. We would love to get in touch further so we've sent you a request through Sitejabber's verification system in hopes we could be provided with your order info.
Please feel free to reply at your earliest convenience so we can reach out! Xo
I used only once, washed it according to the instructions and this happened. Also I left a review at lulus but they never published it. I learned that they're not honest with their reviews, they only publish the good ones. I won't buy again at Lulus.
Tip for consumers:
Look for reviwes out of Lulus website.
Products used:
Dress
Hi Lidia, thanks for sharing your review. We're so sorry to hear that the Brings You Back Wine Red Two-Piece Midi Dress tore after being hand washed in cold water and hang-dried. This should not have happened and we'd love to take care of this for you.
Please know that the best way to reach us for help is by reaching out to our Customer Care team (lulus.com/customerservice).
We are in compliance with all FTC guidelines and do not withhold any customer reviews from publication on our site. We moderate all reviews by hand to ensure all feedback is personally read. This can cause a small delay, however, every review we receive is published. Your recent 1-star review will be published within the next 72 hours.
In hopes we can help turn this experience around for you, a member of our team will be reaching out to you directly via email. We look forward to getting in touch. Xo
Ordered a dress for wedding, weeks later was told that they messed up and don't have it in stock and they dress won't be coming. Now I'm scrambling last minute trying to find a dress.
Products used:
Dress
Hi, Jena Thank you for taking the time to share your review. We're so sorry to hear of this unusual inventory discrepancy. We'd love to look into this further in hopes of turning this experience around for you! Could you please provide your Lulus order number so we can reach out? We hope to hear from you soon. Xo
Just received my purchase order and beyond happy that I could not pass up the opportunity to tell everyone! I will admit I was worried about the quality the fit and delivery I ended up purchasing a plan B and C elsewhere so that my disappointment wouldn't be too bad but when my purchase arrived in accordance to the method I chose, my review meter began. As I tried on the piece it blew my mind and exceeded my expectations-
Lulus has just gained a frequent customer! Thank you! Now for the shoes…
Carmen
Queens NY
Ordered 2 items for a summer wedding somewhat last minute. Items arrived to my door (Canada) in 6 days.
Dress was lovely size large and shoes size 7 (fit slightly big). Long story short they were a hit! Will order again :)
Products used:
Dress, shoes
I heard about Lulus through a friend and thought I would visit their site. I found items that seemed reasonably priced and on trend. This was my first time ordering clothing online. I received my orders yesterday, they came in two separate shipments - all 4 purchases fit perfectly. I am a bit hesitant to purchase anything from Lulus again however due to the duties applied and the exchange rate. You can expect to pay an additional $50 per $100 spent on Lulus items due to the conversion and when you receive the items an additional $30 per $150 for duties. So in all with two orders I feel like I spent $160 additional. I wish there was a Lulus Canada site.
* Lulus attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
I recently made my first purchase from Lulu's. I'm 5' tall and don't have a typical body shape so I need to purchase multiple items to find the best fit (as do so many women), and often an item doesn't work for my body shape & needs to be returned. After making my first purchase from Lulu's I read their "excessive return" policy, which states anyone who makes frequent returns are banned from future refunds or returns. With this policy, Lulu's is outright excluding people who don't have the typical body shape & rely on purchasing & trying on multiple items in order to find a fit. Now I'm afraid to make another purchase at Lulu's because I'm afraid I'll be banned from refunds. So I will not purchase from Lulu's again & will continue purchasing at companies that have a fair return policy. NOT RECOMMENDED.
Tip for consumers:
Do not purchase here if you require purchasing & trying on multiple items & sizes to find the best fit. If you make too many returns you will be BANNED from future returns from Lulu's.
Products used:
dresses
Hi J L, thank you for taking the time to share your feedback with us. We want you to feel comfortable and confident with our policies and in your purchases. As an ecommerce business, we embrace returns as a part of the shopping experience, and strive to make sure every customer is happy with the products they purchase and keep!
While we do reserve the right to limit or refuse service to customers that show excessive return activity, most of our customers will never fall into this policy as it only applies to customers who are purchasing and returning at a rate far above normal frequency. We define this as (i) $3,000 of returns in a 12-month period, combined with a return rate of 80% or more or (ii) $1,500 of returns in a 6-month period, combined with a return rate of 80% or more. This policy is not intended to deter or punish new customers who are still learning how our product fits their individual bodies!
We offer many features to support our customers in finding items they’ll love, such as a team of personal stylists who are able to offer suggestions for fit and style based on your body type and personal preferences! It is our hope that with the tools we offer, and having this policy in place, we can reduce waste, keep product prices affordable, and ultimately improve the overall shopping experience for our guests.
Thank you again for taking the time to share your thoughts. Please do not hesitate to reach out (https://www.lulus.com/customerservice) if you ever have questions or would like personalized assistance. We're happy to help! Xo
Extremely poor customer service! Their website crashed several times during their sale and they would not honor the promo code even after me reaching out multiple times. I have been a long time customer and now they have lost me as a customer for good because of their poor customer service skills. Their clothes are hit or miss, some of them are very cute while some of them look nothing like the pictures. Make sure to keep the tags on because they won't return it without one. I don't recommend this company, they don't value their customers.
Hi, Lisa! Thanks for leaving your review. We're so sorry to hear that you missed out on our sale due to technical difficulties! We'd love to look further into this. Could you please provide a previous Lulus order number? We will personally reach out via email from there! Xo
We ordered a dress and received it quickly but unfortunately, it was not the dress we ordered. I contacted customer service and they reassured me that I would not be charged any return or restocking fees. I sent the dress back and we received a full refund in less than a week. Though our purchase didn't work this time, I would definitely shop with them again.
Hi, Rosemarie!
Thank you for taking the time to share your review. We're so glad that you were able to connect with our Customer Care team after having this unusual experience. Our team is absolutely here for you! If there is anything else we can help with, please feel free to let us know. Xo
Awful company. Paid over 200 dollars for my order. Its 44 days later and still no sign. All their customer service did was send me a tracking number, didn't even bother to check the tracking information themselves. Clearly shows no update to the tracking history since 3 days after I placed the order. Rang my local post office and they confirmed that its up to Lulus to check this out as they also have no further tracking information. Ive asked for a refund - no response from them. First and last time I will ever order from this company again.
Hi LL,
Thank you for taking the time to write a review. We're truly sorry that your package's transit it taking longer than expected! One of our team members has reached out to you directly via email in hopes of providing further assistance with this.
Due to the current events with COVID-19, transit times for international packages are expected to be delayed. It does seem your package is experiencing this impact, however it scanned in transit yesterday (May 12th, 2020) so it is on its way to you!
As the delivery time is taking longer than anticipated, we have issued you a refund for your original shipping cost. These funds should reflect back to your account within a few business days depending on your bank's policies.
We apologize again for the impact these extenuating circumstances have had on your order's transit. If you have any additional questions or concerns, please feel free to respond to the email we sent you! We would be happy to help however we can.
Enjoy the rest of your day! XOXO
Lulus is always a decent dining experience. We came for the prefix menu today for Thanksgiving and it was a very nice menu with many items not specific to Thanksgiving. The one issue was the 2nd course. Very strange that all three choices had goat cheese. If you are allergic to goat cheese you are out of luck. Why would a chef design a menu with three goat cheese dishes. Very odd. If someone has an allergy they should be able to do something for them prefix or not. Offer them two soups. It was just bad menu planning.
Hi, David! We are Lulus.com, an online clothing company. It looks like your review was intended for a restaurant with a similar name. Please feel free to update your review and check us out at:https://www.lulus.com. Xo
I love this store! I came upon it looking for bridesmaid dresses and was unsure if it was legit initially. After some google research, I learned it was indeed a legitimate business so I decided to order and give it a try. I have not been disappointed since. The size guide is extremely accurate and helpful. The clothes fit how they look in the pix, and they are delivered quickly. I'm very pleased. Each piece I've ordered is even prettier in person.
Tip for consumers:
The size guide is spot on.
Products used:
Shirts, jacket, swimsuit cover.
Lulus.com is the style destination for trendsetters worldwide! Fans covet the popular Lulus label, emerging designer mix, and favorite go-to brands!
Hi, Lisa.
Thank you for taking the time to share your feedback. We're so sorry to hear that your order took longer to arrive than expected. We see that your order for the Flourish With Style Black Floral Mesh Bustier Bodysuit was placed on Monday, November 13th, and delivered on Saturday, November 18th. This is typical for our standard ground shipping. Most orders placed with standard shipping arrive within 4-10 business days, however, we do have a handful of expedited shipping options as well if you ever need your package faster! We want you to love every purchase! Please know that our Customer Care team is here for you. If you have any questions or ever need assistance, absolutely reach out! Xo