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Lulus has a rating of 3.6 stars from 551 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 56th among Women's Clothing sites.
This company responds to reviews on average within 2 days
The dress came on time and I gave them the correct measurements, but unfortunately it was a little too big. The customer service was amazing though. I got the dress for my sophomore prom and thankfully I have two more proms that will hopefully go well and I will be ordering again from this website. :)
Lulus used to be great and easy to buy from. I've literally been buying from them for 7 years now... however, my most recent experiences have been enough to make me never want to buy from there again. First of all, 90% of their items are CHEAP quality and are priced highly expensive. And it's only gotten worse over the years. Most of their casual clothing alone is priced between $50 - $90. Casual clothing! I'm talking about literally a tee shirt you can find at Target for $15. Two expensive dresses I bought from them, one was casual and one was formal; both of them ripped and fell apart on the first wear. You think you're getting good quality items based on the price, but you're not. I've seriously bought better quality clothing off of Amazon before. But, the thing that has recently turned me against them is their ridiculous return policy. First of all. Lulus sizing is constantly off. It's never been consistent for as long as I've been ordering from them. But, I am also someone who is in-between sizes. So I usually have to purchase an item in different sizes to see which one fits better. Which means that I end up returning the sizes that don't fit. However, Lulus now has a policy where if you return over a certain amount of money/certain amount of your orders within 6 months to a year, they will put your account on a "modified return policy". They are also supposed to warn you and inform you if they're going to do this to your account. They did NOT warn me, nor did they inform me that they did this to my account. I only found out that my account was placed on this policy because when I tried to return an item, it told me I could only receive store credit for it and that my account is also subject to being blocked from ordering from them anymore. When I complained about this, they told me that it should've been clear upon checkout, and that I should have seen it there. But nope! I checked out like I always have and everything was exactly as it always is. So let me see if I understand this correctly... they price all their items at unreasonably high amounts, their sizing inconsistently varies, and yet they expect you to get your size correct and expect you to like everything you order or else your account gets penalized for returning items back too much. How is this fair to people who fluctuate in sizing and are not always consistent in clothing? Do they expect all of their customers to look like the models on their website? Do they expect people to like how every single thing looks on them? Maybe if the items were actually worth their prices, people wouldn't have to return so much. I mean really... who wants to pay hundreds of dollars for clothing that's not even gonna last long? It's just very unfair. This is an ONLINE clothing store. It's not like customers can just come in and try on clothes to see if they fit. I have never experienced a store (online or an in-person) that has a policy like that. People should be able to purchase and return as much as they want without getting penalized. They clearly implemented this policy because they just care about how much money they're losing from returns. Oh and one more thing. They recently started charging restocking fees on every return. Most retail stores only charge restocking fees if you return an item that's damaged or has visibly been worn. Well now at Lulus, even if the tags are intact and it hasn't been worn or even opened, they will still charge you a restocking fee. And yes, I confirmed that with a customer service rep. She said it's a new fee that they are charging on any returns. Like really... Anything else y'all want to do to prevent customers from getting their money back? I will no longer be purchasing from here. I can't continue to buy from a place that doesn't value their customers. No customer should ever be penalized for needing to return items that don't fit them or that they don't like. I have loved Lulus for a very long time but, they have completely lost my loyalty. Time for me to find a new and better place to shop. I hope this helps to warn other customers.
I ordered a dress and it fit well and looked very nice, but after wearing it once it had ripped at nearly all the seams (and not because it was too small). I called to see if something could be done about this, because I feel like a dress should last more than just one wear. The woman who helped me was very nice and extremely helpful and shipped me a new dressed and gave me a label to send back my defective dress. Definitely the best customer service experience that I've ever had.
I can't say enough good things about this site! The style and quality of the clothing are really good, and the customer service has been above average. Twice I needed to call to instigate a slightly complicated return, and both times the customer service agent I spoke with was friendly, helpful and patient. I will definitely order from this company again.
I was very skeptical about buying at Lulus first, but I took the risk anyways and I loved the results. I got 6 dresses and they were are all great quality, one dress needed lil bit of alteration but other than that Im very pleased with my purchase. I will definitely be ordering more from Lulus.
Easy to order. Easy to make returns. My daughter found the exact dress she wanted for her Prom. Even with alterations, it was much less expensive than the major retail stores. Very good quality. She looked beautiful.
Inexpensive but good quality- super cute selection for all sorts of occasions. Sizing is slightly off, I have sizes ranging from medium to XL that all fit but I think just because different brands that they carry.
I bought a dress from lulus 6 weeks ago. L I tried it on briefly and it fit so put I put it in my closet, unworn with tags left on. I just pulled it out as I'm trying to pack for my upcoming cruise and noticed that the sides are longer than the back. It's an asymmetrical dress, but the back should be the longest part. The sewing is sloppy. It seems like a defect. I went online to try and initiate a return, and it would not allow me to do so. I hate to spend this much money on what feels like a defective item! 30 days is such a short time to use as a hard deadline for returns. I expect better quality in a dress at this price point!
I chose to use Lulu's for my bridesmaid dresses. One of my friends didn't order the dress when everyone else did, so they sold out (because they are the cutest dresses!). After a full day of emailing back and forth with the super patient customer service reps, the dresses came back in stock with the best luck ever, and they sent me a personal email with a coupon code!
Being in customer service isn't an easy job, and I super appreciate this team! Not to mention, the quality of dress that I chose is perfect!
I bought two super cute dresses from Lulu's, one of which I LOVE! The other one didn't really suit me but thought I'd give it a try. When I ended up returning it (from Canada to US) I forgot to include a return slip with it (which was super dumb on my part!). The employees at Lulu's were super helpful and always replied right away. Definitely recommend their products!
I ordered 2 dresses. Both dresses are extremely tight in arms. They will not allow me to return them for store credit which is ridiculous. The whole way they handle returns is ridiculous too. I'm forced to throw away $80 on dresses that are cheap material too. Unhappy with dresses and how they run their operation. Stay away from this business!
Tip for consumers:
Cheap material. Shipping takes forever. If you don't like the way it fits, too bad, you're stuck with your purchase.
Products used:
Dresses
Hi, Cher! Thanks so much for sharing your review. We're sorry to hear the dresses ordered didn't work out for you. We offer refunds to the original payment method within 30 days of delivery unless they are purchased as a Final Sale item. We would love to look further for you! Could you please provide your Lulus order number so we're able to get in touch? We hope to hear from you soon!
Cute, fun youthful clothes that give you such a feel good vibe, but even better is the service. The pictures and description of every item are detailed, including the models measurements and size she is wearing. Deliveries are prompt and returns are hassle free. They set the bar high for on-line shopping.
Service was fine, it's hard to identify what size you are and a lot of products look a lot different in real life than on the model. I always have a hard time identifying my size from LuLu's - even if I bought something before that fits. Size seems to vary greatly by item. However, it was easy to return and I got my money back quickly.
The quality is great, sizing consistent, and I love being able to find dresses that are unique online and not have to worry that they will fall apart. Returns are pretty streamlined and I've always had a good experience with them.
I've ordered from this place for Prom and other school dances and my dresses came on time and fit me perfectly. I've tried other online stores but nothing compares to the quality of Lulus. Their fabric is so soft and both dresses I bought were well made and have lasted me a long time. You also can't beat the sales they have. I will always buy my dresses from here.
I have ordered 3 items from Lulu's and each had met or exceeded my expectations. Beautiful garments, great quality, easy ordering, and prompt delivery. I even exchanged one dress for a smaller size and the process was easy and fast!
Absolutely love this website. Products are amazing, but what sets it off from the rest of the amazing customer service. I feel like I'm talking to a friend when I write them or call them. Very very helpful and friendly.
I'm quite impressed that after I gave them a lesser rating due to the duties/fees that applied when I picked up my order they not only explained themselves but also offered to refund my shipping charges (not the duties but the shipping charges on the company's end). Clearly it was something "I" missed when I placed my order (that I would have to pay the excess fee's) but I still think in the future (to avoid these complaints) they should include the charges somehow into their prices. Super impressed with the quality as stated before and will order from them again :)
I had never ordered from Lulu's before so thought I'd give it a go. I wasn't impressed at all when I found out I had to pay $25 in customs/duties. I realized after (from reading the fine print) that they do tell you you'll have to pay it and they have no control however, I never have to pay it with other companies or else they include it in their costs (I think that would be better than getting an unexpected bill at the end). I was super happy with the quality and feel like the clothes/shoes fit true to size tho :)
* Lulus attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
The value of a company is how they respond when something goes wrong and lulus has gone above and beyond. I ordered a shirt as a present for my sister for Christmas. Well Christmas rolled around and no present. I reached out to lulus who got back to me right away. Basically usps lost the package 12/10. The package was completely out of their hands at that point but they took the time to reach out to usps and then follow up with me to see if I had received my package. They took care of the situation for me and offered to send me a replacement which I accepted. They were so quick to respond and were extremely professional. Not only is their team great but I ordered a dress for myself for a New Years work party. It fit perfectly and got So many compliments. They have earned a lifelong customer. I can not recommend this business enough!
Not only did I have to pay over 50$ in duty fees to Canada, I received the wrong item for my order. They told me they would not pay return shipping and duty from Canada, even though Lulu's made the mistake of sending me the wrong item.
When I contacted the customer rep, they refused to refund my order. Only offered me 25$ in online credit for future purchases which cannot even be applied to the shipping fees and duties that I would have to pay to make the return.
Essentially, I am having to pay for a mistake that they made on their own end and am stuck with an item that I did not want in the first place.
*********Edited Review************
After writing this review, management was quick to respond and resolve the issue. I have to say their customer service is wonderful. Although I am not entirely sure if I would purchase again, since some items were not exactly how they appeared online and heavy duties to Canada. However, customer service was definitely amazing!
* Lulus attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Thanks to Karen and Monique for resolving my issue. They ordered a new item and I revived it on Friday just in time for my friends wedding. Great to know issues can be resolved this quick. I really appreciate their quick and professional response.
Thank you again!
I suppose to receive my dress on the 30th of April and I never received. I reached out to UPS and they said that the dress was delivered to the wrong apartment. I have the order on the website with the correct apartment and someone decided to send it to a different one. I reached out to the live chat at lulus.com and the agent was really rude and didn't try to help me. I needed that dress for this weekend and now I need to buy a new one! So disappointed!
* Lulus attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
We all ordered matching bridesmaids dresses from Lulus in blush. Wedding day comes and I do not match the other bridesmaids. They send me dusty lavendar instead of blush. When I reached out to Lulus they claimed it was likely just a difference in dye lot. We all ordered our dresses within two weeks of each other and every other dress was identical. Additionally, my dress was not slightly off-tone, it was a different color. Their first offer to make it right was a 15% discount - their customer service regarding this has been a complete slap in my face.
Hi Sarah,
Thank you for taking the time to share your review with us. We are so sorry that you received the incorrect color dress, and we sincerely apologize that you didn't receive the assistance you needed when you contacted our customer service team. We see that since the time of your review, you have been in touch with one of our customer service supervisors. We hope that through this communication with a supervisor, we have been able to provide further assistance and a more appropriate resolution for your concern.
We pride ourselves on quality and service, so we don't want a customer to receive an incorrect item. As your order was placed in October of 2018 and the color difference wasn't discovered until the day of your event, we realize that our options to find a solution for this inventory mistake were limited. We have issued you a full refund for the cost of the dress to your original payment method. This refund has been processed within our system, and you should see reflected back within a few business days depending on your bank's policies.
We have reviewed your order and contact with customer service and agree that there was room for improvement on our part. We apologize again, as this isn't the standard to which we hold ourselves as a team. The 15% coupon initially provided to you was sent as a gesture of our apology while we requested further information, rather than with the intent to resolve your concern. When communicating with us directly you provided additional feedback about the subsequent exchanges you had with our customer service team. We take our customers' comments to heart, and want to improve our processes and service wherever possible. We assure you that your feedback, provided both by email and through your review, will be shared with our departments for further review. We understand your disappointment in the service you received, and we hope that in our subsequent communications we have been able to better address your concerns.
We would love to do something to make this up to you beyond the full refund we issued, so we have sent you a total of $50 in store credit and a coupon which you're welcome to combine with this credit! We're eager to regain your trust in Lulus as a company, and we hope you'll give us the opportunity to make this up to you if you place another order. If you do have any questions, please don't hesitate to respond to our recent email or give us a call at 866-918-5858. We're in the office daily and we would be happy to help however we can!
Enjoy the rest of your day! XOXO
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
I have ordered many items with Lulu's and have typically receive amazing service. My last order contained an item I wore once that tore due to poor sewing. When I explained what happened honestly instead of trying to say I never wore the pants, I did receive a phone call stating the pants would be replaced. The customer service is amazing here if over the phone, not to mention the prices and clothing are awesome.
* Lulus attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
I feel discriminated against and the shopping experience was made worse when the site refused to take my money for invalid reasons. My billing address is from another state but still valid. The company took my money for 24 hours and never process my order. Horrible experience.
Hi, Denisha!
Thank you for your review. We are so sorry for the disappointment this shopping experience has caused. The error we received from your bank let us know that the charge was declined by your bank due to an incorrect billing zip code upon checkout. The pending charge you are seeing in your account is a pre-authorization charge from your bank and does not indicate funds processed by Lulus. That charge will fall off as soon as your bank processes the declined attempt. We understand how this can be frustrating and we are so sorry about this. It looks like our team has set up an order for you and this has been resolved. If there is anything we can do for you from here, please let us know. We'd be more than happy to help! Xo
UPDATE: Monique from Lulu's reached out to me to handle the situation courteously, professionally, and promptly and took a solution-oriented approach to the situation. This significantly improved my customer experience. Thank you!
They mis-packed my shipment and items were missing. When I received the shipment and reached out to customer service, the missing items were out of stock so nothing could be sent. The agents did not apologize for the inconvenience or offer any sort of compensation for my troubles or work around solution (similar items, store credit, etc) other than a refund to my credit card. Plus the Lulus agents are just irritating people to chat with -- they type every single sentence with 2+ exclamation points instead of chatting like normal people.
I recommend this brand, especially for shoes! The prices are low but the quality is high. You do have to look through reviews to find your size because it does vary between products, but in my last order I received 2 shoes, and they all fit perfectly! It is surprising how inexpensive they are compared to other brands and shops, but they have extremely similar qualities.
Lulus.com is the style destination for trendsetters worldwide! Fans covet the popular Lulus label, emerging designer mix, and favorite go-to brands!
Hi Kati, thanks for leaving your review! We are so sorry to hear of your disappointment with the dress you received. We'd love to look further into this and offer a resolution here! If you could please provide your Lulus order number, we'd be happy to personally reach out via email. You can also get in touch with our customer care team directly by going to: lulus.com/customerservice. We look forward to hearing from you, xo.