Complaints

This profile includes complaints for Lulu's Fashion Lounge, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lulu's Fashion Lounge, LLC

  195 Humboldt Ave Ste B Chico, CA 95928-5786

• 

  Lulu's Fashion Lounge, LLC

  2336 Park Ave Chico, CA 95928-6707

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* company! I ordered two dresses for my daughter. She is usually a size small which was out of stock so I ordered a medium and an extra small. When the dresses arrived she tried on the medium and it fit. Since the medium fit, she never tried on the extra small, I just returned it. I just got an email that the return was received but I will not be credited the refund because of a stain. We never even opened the package so this is a blatant lie. I am very disappointed in the dishonest nature of this company. I see through other complaints this isnt the first time they are not refunding returns. I will never shop here again and plan to share this terrible experience with as many people as possible through social media. I know some influencers so will ask them to share too. Really terrible customer service and criminal activity / that is basically stealing from your customer.

  Business Response

  Date: 05/06/2025

  Hello. We would like to start off by thanking *** for taking the time to share her experience with us. At Lulus, we're committed to ensuring customer satisfaction and constantly improving our shopping experience. We've looked into ***** return and see that our customer care team has already assisted her with information and a full refund to her original payment method. We appreciate her patience and understanding, as this is not the typical Lulus experience. If *** has any further questions or needs additional support we encourage her to reach back out to our team. We are here to help in any way we can!

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:04/25/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed with expedited 1-day shipping not received.Order Date:4/23/2025 Order Number: ********* Shipping Partner: OnTrac Tracking Number: 1LSCYHI004YAYNU Expected Delivery: 4/24/2024 Calls to **************** at ******************************* 4/24/2024 - was told package was in transit with carrier Thursday 4/24/2024 - was told no information on package was available, no contact number for shipping partner was available, was told reshipping overnight was not an option as shipping ends at 5p (had been on the phone for 45 mins and shipping had closed while on the phone) and would not be able to replace the order until Monday Friday 4/25/2025 - spoke with a supervisor who explained that the package has not been scanned by shipping partner and is probably lost ****** and ******* from **************** were amazing, I appreciate their patience and willingness to help. Unfortunately, the company having no direct real time communication with their shipping partner is not only problematic, but its not sustainable. I paid for a product and I paid for expedited shipping I even proactively reached out to the company when I realized that my package had not been scanned within 24 hours. I did everything right as a customer, yet Im on the losing end with no product and pending refunds.

  Business Response

  Date: 04/29/2025

  Hello. We would like to start off by thanking **** for taking the time to share her experience with us. It is incredibly valuable to us!  At Lulus, satisfaction is our top priority and were always looking for ways to create exceptional shopping experiences for our guests. We were so sorry to see that her package had not started tracking with the appropriate carrier after being successfully shipped from our facility.
  This is not at all a common occurrence or one we want any of our valued guests to have. ****** experience has been escalated to the proper teams to investigate further and to look into how something like this can be prevented in the future. We appreciate the partnership she's had with our team as we did our best to help provide immediate resolutions in the ways that we could given the time restraints we had with her expedited order. A full refund has been processed to the original payment method for the order (no return required for the delayed delivered product) and an additional online credit was sent in hopes that we have the opportunity to regain her trust and show her what a positive shopping experience she can have with us moving forward.
  We are a brand built on customer feedback and ****** comments and concerns are so important to us. Trust that we are listening! If she has any further questions or concerns, we would encourage her to let our team know. We are here and ready to assist in any way that we can!
  

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  

  The refund was received, the $50 credit for future shopping was received, and the product was delivered while I was away on Saturday.

  Thank you to ****** and ******* who assisted me on call # 2 and call # 3.

   

  -EDB

  
  

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned 7 items totaling $620.10 (after fees) within LuLus 21-day return window. I initiated the return on May 8th and had until May 25th to postmark the package, which I did. However, since more than 120 days have passed, I can no longer access tracking details to confirm the postmark date.I was never notified by LuLus that my return was deemed late or that I would receive store credit instead of a refund to my original payment method. I only discovered the $620.10 in store credit when I recently attempted to make a purchase. When I contacted customer service, they claimed the package was postmarked outside the window but couldnt provide a postmark or delivery date. They also acknowledged I should have received an email, which I did not.Customer service said they could issue a refund to my credit card if I provided proof, knowing the tracking information is no longer accessible. This lack of transparency and communication feels deceptive. I made multiple purchases after the return, unaware of the store credit. LuLus needs to rectify this. Even if I cant provide tracking proof now, its concerning that LuLus also cannot. This raises serious questions about their practices.

  Business Response

  Date: 04/23/2025

  Hello, we appreciate the concerns ****** has shared. We understand the frustration regarding ******** refund, and sincerely apologize for any confusion. Our return policy is designed to be transparent and can be found on our website at *************************************************************************.
  Although *** tracking information automatically expires after ************************************************************************************** two parts on May 1st and May 4th, 2024. Upon return, it was noted that the return was postmarked 24 days after the delivery date. These dates are calculated directly from the return tracking when it was still active.
  We strive to provide the best quality service through all parts of the ordering and return journey. However, as time passes, we become extremely limited in our options to assist as the order was placed close to a year ago. This is not something that we are able to adjust due to the age of the order.
  We truly value ******** business and want to ensure a better experience moving forward. In the future, we encourage ****** to reach out to our team immediately if there is any questions or concerns with future orders, returns, or refunds, so we can help her effectively.
  Again, we're very sorry for the disappointment this situation has caused. Please let us know if there are any other questions.
  xo
  

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a return for a dress that didn't fit. All I did was try on the dress and put it back in the bag. They are denying me a refund due to hairs/fibers on the dress. The dress is not damaged in any way and they I can only assume are going to resell the dress there's no way they would damage a dress and a hair is on it. Why would I not be allowed my refund. This is the second time this has happened to me with this company and I wrote the first one off but this is bad business. I will not buy from them in the future and advise anyone thinking of shopping there the same. As they basically do not offer refunds.

  Business Response

  Date: 04/23/2025

  Hello, We appreciate the concerns ******* has shared. We aim for our return policy to be transparent and never want our policies or what to expect to come as a surprise so it can be viewed directly on our site at *************************************************************************************** returned with damage, signs of use or wear, scuffs or markings, makeup, hairs or fibers, dander, dust or dirt, deodorant, perfume, or otherwise do not meet our return policy requirements and will not be accepted. Sadly, due to the hair received on ********* return, we are unable to restock the item for resell. We value ********* business and encourage ******* to reach out directly to our customer care team if she has any other questions. Again, we're very sorry for the disappointment this situation has caused. Please let us know if there are any other questions. xo

  Customer Answer

  Date: 04/23/2025

  I am rejecting this response because:

  Id like a picture of the hair on garment that is causing me to not get a refund. The item is not damaged, and they are going to sell it again so they are selling the same item multiple times. 

  
  

  Business Response

  Date: 04/24/2025

  Hello, please find attached a photo of the item after our team's cleaning. Due to health regulations outlined in our return policy, we cannot resell it. However, recognizing that this was unintentional, we'd be happy to make a one-time exception for *******. A full refund has been processed to her original payment method, and the store credit has been removed. Please be aware that this is a non-recurring exception. She should see the funds in her account within 3-5 business days, depending on her bank. We are committed to providing a positive shopping and return experience for all our customers and hope ******* feels confident in her future needs. Please let us know if you have any other questions. xo

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a dress for my daughter prom the dress looks nothing like the picture. I email them and ask to return they are giving me the run around about the dress it's been 4 days I just want to send the dress back and get my money back

  Business Response

  Date: 03/21/2025

  Hello. Thank you for sharing this review. The review received is for a different company. We encourage ****** to revise her review for Luluslly (*****************************), as we are Lulus (******************************) and not affiliated with Luluslly in any way. We are hopeful she is able to connect with the intended company so this is resolved for her. Best!

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two dresses on sale. When I got the confirmation email, only one dress showed up. I noticed a refund in my Apple wallet but it didnt give me a price, so I assumed the second dress was out of stock and they were only sending me one. I got dress 1. Then got an email dress 2 was shipped. Dress 2 never arrived. I contacted consumer support saying #2 never arrived and that they have actually overcharged me. Both dress were supposed to be $68 each. They said I ordered the dresses in two different days so I didnt get the discount, but that is a lie. After contacting CS, I got another email that a third dress was shipping. They charged me for that. I disputed with my credit card and they gave me that money back. However, they didnt give me the money back on the other two dresses but I made a mistake in my original dispute. I was never and never asked LuLus CS to give me a refund for both dresses. In fact, me realizing the overcharge and contacting them went down when I was wearing dress #1 already at my friends wedding. I only asked for a refund on the second dress that I never got and a refund for the amount they overcharged me. They stopped responding to my emails. I am not asking for a full refund. My credit card refunded me two of the charges. However, I never received a refund of the $134 of the dress that 1) never came and 2) was supposed to be $68 not $134

  Business Response

  Date: 03/06/2025

  Dear ******,
  
  Thank you for reaching out to us. We sincerely apologize for the issues you've experienced with your orders. We understand how frustrating this must be.
  
  We've taken immediate action on order *********, escalating the open dispute to our claims team. A full refund of $105.11 for the missing dress has been processed.
  
  To ensure you receive the full benefit of your discounts, we've also proactively applied the 30% coupon from order ********* to the dress you kept. This results in a $30.24 refund, making your final cost for the dress $70.58.
  
  You'll find the refund receipt attached to this message, and we've also sent a refund confirmation to your email address for your records.

  We truly appreciate your patience and understanding as this was not a typical experience. If theres anything else we can help with, please let us know!
  
  Have a wonderful day,
  

  Customer Answer

  Date: 03/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Thank you for listening to my concerns. 
  
  

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three dresses from Lulus on Friday 1/17/2025. The dresses arrived at 10pm on Wednesday January 22nd. I tried all three dresses on that night and determined none of them would work. I put them all back in the return bag and initiated the return on January 23rd at 10:24am. I received confirmation on January 26th that my return was in process and they confirmed on January 29th that my return was received. On Tuesday February 4th I was told that my return was denied of the Heavenly Hues Black Maxi Dress due to having hair and fibers on it (dress was not damaged and not worn for more than a minute). It was clear it was hair from my head from trying on. Im not surprised it stuck based on the nature of the material type as well as it being black. It is easily fixed by a lint roller and wasnt even obvious since I didnt notice when packing all the dresses back up. They said the other two dresses were fine, however all three dresses stayed together and were packed together. Ive now gone back and forth with them and they are denying my refund and will not give me the $88 back that the dress was. This has been poorly handled and they are giving me what seem to be machine generated answers to my concerns. I think they are wrongfully keeping my money and there is no reason I should be denied a return. I know they would just lint roll it and turn around and sell it.

  Business Response

  Date: 02/10/2025

  Hello *********. Thank you for sharing your review and feedback. We checked into this and we are sorry that the dress didn't work out for you. 

  As stated in our return policy, all items must be returned in a new, unworn condition. Unfortunately, with the extensive hairs/fibers the dress was returned with, it is not something we are able to restock or resell. We know shopping online can be hard so we provide a complete quick guide that you can reference to ensure your returns are accepted for a refund and you can view our full return policy here! *****************************************************************************

  I see that we have reshipped the dress back to you. Here is a link to your tracking information:

  *********************************************************************************************************************

  Again, we are truly sorry for any frustration, if you have any other questions please don't hesitate to let us know. xo

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After placing a $200 order and expedited shipping to guarantee arrival, my order never came. I reached out multiple times to see what could be done, and after days on end of not hearing anything back, I get notified that there's nothing that they are willing to do in regards to this.

  Business Response

  Date: 01/13/2025

  Hello *******. We are sorry to hear that you have not received your package! This is not a typical experience at all and we'd love to check into this more to see how we can help! Can you confirm the order number? Looking forward to hearing back from you! **

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to return a product to **************************, i unintentionally packed and returned the wrong item on 11/29 to **************************. On 12/1/24 i email customer service that this occured. On 12/2/24 i received an email that they should recieve the product on 12/2/24 and will return it for an additional $5 shipping charge. I paid the $5 shipping charge. As of today, ************************** states they have lost the item and are refusing to return or reimburse me for the returned item. I would like ****** to either return my item in the next 30 days or they may compensate me with the cost of a replacement item which is $145. *** Package - 1Z2A92E49054375905

  Business Response

  Date: 12/26/2024

  Hi ********. Thanks for taking the time to share your review. We are so sorry to hear that you mailed Non-Lulus items back to our facility by mistake. We completely understand how stressful and disappointing this experience must be for you! When non-Lulus products are returned to us in error, our team will always do our best to help in the ways that we can.
  We never want our policies or what to expect to come as a surprise so we do have information made available on-site regarding Non-Lulus item returns. Lulus is not liable for any items returned to us by mistake. We cannot guarantee we will be able to send back your item(s) and cannot compensate you for ineligible items returned to Lulus.
  If you'd like to see more information on this, please check out our article on site here:
  *****************************************************************************************************************
  To prevent any issues in the future, we recommend carefully packaging your return and ensuring you are only including products you intend to return to Lulus. If you have any questions from here, do not hesitate to let our team know. We will gladly assist how we can! **

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned several items on 11/25 because I thought the return policy was 30 days. However, the *** told me that because it was past 11/20 (the 21 day **** after delivery), I was only given store credit. I had returned over $700 in merchandise and I would like the full refund to my credit card.

  Business Response

  Date: 12/12/2024

  Hello *********! Thank you for sharing your review with us today! We are sorry for any confusion with our return policy. As an exception this time, we can have the refund swapped. Please keep in mind we would not be able to make this exception again in the future. After checking the order it looks like you paid $592.73 with your card and the remaining amount was paid for using store credit. We can issue a full refund for what you paid for on your card back to your card, $592.73, the remaining amount of $150.52 would be refunded back to the store credit that was originally used to pay for the order. Depending on your banks policies you will see this post back in 3 to 5 business days. The credit will be applied back to your Lulus account in 24 to 48 hours. If you have any questions please let us know. Have a wonderful day! xo

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.