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Initial Complaint
02/06/2025
Complaint Type:
Product Issues
Status:
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.
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
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
01/10/2025
Complaint Type:
Product Issues
Status:
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.
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
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
12/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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
12/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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.
Initial Complaint
11/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased heels from this company on October 12th, 2024 and received them a few days later. After receiving, I immediately returned them as they were inaccurately described on the website as far as sizing and quality. Not only did I get an email from the company stating their returns are taking longer than usual, I had to wait even longer to even get a response back about my return and didnt hear from them until November 7th. They then stated since the shoes were tried on and worn they cant refund me, although i immediately returned them the following few days after receiving, waited long to hear back, the shoes came with all proper packaging they came in, AND were terribly quality and cut my foot. I explained this to the company and they still will not refund me for the items I paid for and did not keep, stating they can either send them back to me or donate them. In an email they sent me, they even admitted I returned the shoes well before the 30 day period as well so it is clear I did not keep them long at all. They didnt even offer store credit nor an exchange. As someone who has always purchased from this company for years this is unacceptable. The shoes are brand new. Shoes are supposed to be tried on and walked around in to make sure they have proper fit, does this company assume we have to walk on air? Very unhappy and have a cut foot from an item with poor quality as well. I have never heard of any company not accepting a return for trying on an item especially immediately returning and with all packaging.
Business response
11/12/2024
Hello ******* Thank you for sharing your review and feedback. We checked into this and understand that the quality of the heels were not what you were hoping for and we will be passing this feedback along to the appropriate teams.
As stated in our return policy, all items must be returned in a new, unworn condition. Unfortunately, with the extensive wear showing on the bottom of the shoes, they are 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! *****************************************************************************
Again, we are truly sorry for any frustration, if you have any other questions please don't hesitate to let us know. xo
Customer response
11/13/2024
I am rejecting this response because:
The shoes were already in poor quality once arriving to me, immediately shipped back. I order from this company a lot and have for a long time and as a customer they should do the right thing. Since they refuse to refund or even exchange them or offer store credit as any store should, they said they can send them back to me or donate them. Im not paying for something Im not keeping so I asked for them to be re shipped and the company never got back with me nor shipped them back to me. I have paid for an item that I dont even have, and that is a company that basically stole from me. (Crossed out my picture in photos due to public reasons.)

Business response
11/18/2024
Hello ******* Before shipping all of our products go through an extensive quality control check. Upon return the heels were not returned in the same condition that they were shipped out in. I do see that we have reshipped the heels back to you. Here is a link to your tracking information:
*************************************************************
If you have any other questions or concerns please don't hesitate to reach out. Have a great day.
Customer response
11/22/2024
I am rejecting this response because: The shoes were finally returned, but not in the original packaging I sent them in. When I sent them back, they had all original packaging and the box. Again, the shoes were tried on to see if they can be walked in, and did not fit properly and were of poor quality. To not be offered a refund upon immediate return, or even store credit, is extremely unprofessional of a business and I do not recommend anyone purchase from here.
Initial Complaint
10/03/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order on 9/29/2024 through ****'s mobile website. Due to my payment option, I was not able to update my shipping address (this seems to only be the case on mobile devices). This resulted in my order being delivered to an address where I no longer reside. I was confused because the last I order that I placed on 10/23/23, I used my current residential address, and (incorrectly) assumed that the change would be reflected in my account information. ****** is at fault because they do not allow customers to update their address information outside of checkout, where it does not save, or by "contacting" their non-existent customer service. I called twice, sent an "email" using the form on their website, and waited to be connected to a customer service representative via chat for over 30 minutes. This is unacceptable service for an issue that could easily be resolved in less than 10 minutes.
Business response
10/07/2024
Hello *********, Thanks for your review and we are so sorry for any wait you experienced while reaching out to our customer care team, we appreciate your patience! We checked into this and see that you connected with our team and we were able to issue you a full refund for your order 521184376. Again, we appreciate your patience and understanding! If you have any other questions or concerns please let us know. Have a wonderful day! **
Customer response
10/07/2024

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. I am writing to provide an update regarding a complaint (ID ********* against Lulus Fashion Lounge LLC that was submitted on 10/3/2024. A resolution was reached with the business and the complaint can now be closed.
Initial Complaint
10/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 8/22/24, I purchased the site totaling $198.50. I ordered four items: 2 dresses, 1 jumpsuit, and 1 romper. It arrived at my home on 8/25/24. Unfortunately, there was one item that did not fit and I initiated the return of the item on 9/15/24, 21 days after delivery. Once the return was initiated, I mailed the package off and Lulus received it. After initially receiving an email confirming receipt of the item and a statement from the company saying that the amount ($70.02) would be returned to my original payment, I received an email from a company representative on 9/30 stating that the company would no longer honor my refund will be applying for store credit - over 1 week after the item was returned and received. Unfortunately, the return was initiated on the last day of the window and I was unable to drop the package off that day. I was unaware that the package had to be postmarked by the 21st day to the company until the email from customer service stated they would not honor the refund. Though I asked for escalation on two occasions, the company's representatives denied it. **************** then forcibly applied the amount as a store credit on my account, however, based on the interaction with the representatives, I do not plan to [patronize ************************** again.I would like my money refunded as a sign of good faith from the company. This is not my first purchase from the company and it was an honest mistake. Given the state of the world and country, I feel it is morally wrong to place purchases on someone they do not want, and would greatly appreciate the refund for the dress.
Business response
10/04/2024
Hello,
We appreciate Haminat sharing her review with our team! We never want our policies or what to expect to come as a surprise so we do our best to have our return policy clearly outlined on-site (https://www.lulus.com/customerservice/returnspolicy) to limit any confusion.
Returns must be postmarked within 21 days of delivery to be eligible for return. Returns postmarked after 21 days are not eligible to be returned and will not be accepted for a refund of any kind. Haminat's return window required returns to be postmarked by 9/15/24 and the return was postmarked on 9/23/24. For this reason, we are unable to process a refund to the original form of payment. We're so sorry for any inconvenience and disappointment this may cause!
We never want our valued guests to feel stuck with items they don't love or that don't work out. We were happy to make a one-time exception to process the refund in the form of online credit as an alternative to the return being refused and reshipped back to the address on file. We truly do our best to help in the ways that we can and we are so sorry that this is not the desired outcome. We are hopeful that the credit can be used to find something else that may better suite Haminat in the future. If there is anything else we can help with, absolutely let us know! Our Customer Care team (https://www.lulus.com/customerservice) is available daily and will always gladly help in the ways that we can.
Thank you for your understanding!
Customer response
10/08/2024
I am rejecting this response because:this is the first time this has happened and the delay from the business that I was no longer eligible. If that was the case, it should not have taken a week to contact, nor should I have received the emails that my refund was processing.
Business response
10/14/2024
Hello Haminat!

Thank you for getting back to us! We checked into this and see we received your return on 9/25 and reached out to you on 9/29 letting you know about the exception we made for online store credit. We try to process returns as quickly as possible but it can take us 3 to 5 business days to process a return once it has been delivered. We'd love to help out so we've removed the store credit and have issued a refund back to your original payment method! Depending on your banks policies this will post back to your account in 3 to 5 business days. If you have any questions please let us know! Have a wonderful day! xo
Customer response
10/14/2024

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.
Initial Complaint
06/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a dress from Lulus online. I washed it and followed the instructions exactly as indicated on the label. The dress stained my hands black while I was handling it, it stains everything that it comes in contact with; it is defective. This should not happen. I read reviews for the dress recently, which is some thing I am certainly not required to do prior to purchasing. One individual left a review where she indicated the same issue with the dress and Lulus responded. I am including a screen shot of the review. This proves that Lulus was aware of the issue with this item and yet they continued to sell it. I am expecting full refund immediately including any taxes and shipping fees. I have reached out to Lulus customer service, and they want photos of the issue. I can provide a photo of the dress of course but I am not rewashing the item in the bathtub because then I will have to clean the bathtub again, and I am not ruining another towel to show the transfer of black stain. My order number is *********.
Business response
06/12/2024
Hello! We are truly sorry to hear that this happened! This is not a typical experience at all and whenever a customer receives a defective item we do our best to work with all of our teams in order to prevent it from happening again in the future.
We'd love to check into this more to ensure ***** is feeling taken care of and make this right so we've reached out to her directly via email. We look forward to connecting with her soon! xo

Customer response
06/12/2024

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.
Initial Complaint
05/17/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
May 12th I made two orders at lulus.com One for a navy blue long dress - $91.80 that I paid a rush fee and received in time.The second order on the same May 12th, of $123 for a short dress black with starts in gold + a golden sandal, for this second order I also paid the rush fee. Today is May 17th and I still didnt receive the second order. Lulus doesnt send any order confirmation, nothing. Extremely disappointed with this store, feeling cheated.
Business response
05/21/2024
Hello ***, Thank you for sharing your review and feedback with us! We checked into this and we are so happy to see you spoke with our customer care team and they were able to help with this! The second package looks like it did not have expedited shipping applied when the order was placed so this is why the package shipped with standard shipping. Again, we are so sorry for any frustration this may have caused and for any confusion with the order number. If you have any questions please don't hesitate to reach back out to our customer care team. We are here to help! xo
Initial Complaint
05/01/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered from ****'s on April 29th. I bought $539.20 of clothing for a professional photo shoot. During checkout it gives you an estimated arrival time. My estimated arrival time was May 9th. I'm leaving to go out of town on May 13th so I thought even if they had to go over a little with the arrival time I would be good. I proceeded with my order and received confirmation and it stated once again in the email the estimated arrival time was May 9th. However my order shipped out on April 30th and I received a tracking number. When I clicked on the tracking number it is now stating that my items will be delivered on May 17th. I'm in a panic because I needed those clothes for this photo shoot. Furthermore I will not be in town on May 17th and this package needs to be signed for. What are my options? Can I have this packaged rerouted to a different shipping address so that it comes quicker. I have friends and family that could send it out. Can I pay extra now for expedited shipping or cancel my order and reorder but use a different shipping address to get it here sooner. I really need to get my items here by at least May 12th or purchasing these outfits would be for nothing. Please advise.
Business response
05/02/2024
Hello! We are truly sorry to hear that the estimated delivery date changed when you placed your order! This is not a typical experience at all and we'd love to look into this more. We've reached out to you via email to help and make this right! We hope to hear back from you soon! xo
Customer response
05/04/2024

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.

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