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:10/03/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/02/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/09/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:05/17/2024

  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.

  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

  Date: 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

  Date:05/01/2024

  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.

  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

  Date: 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 Answer

  Date: 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.
  
  

• Initial Complaint

  Date:04/19/2024

  Type:Delivery 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.

  Order number *********. The company will not give me my refund on 2 dresses because of some dog hair on them. The dresses are in absolute perfect condition with all tags attached. They were just tried on. I have 3 dogs. As dog owners knowdog hair gets on everything. They said they can only give me store credit but I need it refunded to my original form of payment.

  Business Response

  Date: 04/22/2024

  Hello *****, Thank you for sharing your feedback and review with us. We've checked into your order and see you've received a full refund back to your original payment method for all of the dresses you returned including the two that arrived with dog hair on them. We would never want any of our policies to come as a surprise so we list return conditions directly on our website *****************************************************************************************.

  
  We know online shopping can be hard and we would love to help you feel comfortable and confident trying on our products to avoid any issues in the future! Please feel free to check out our Guide to Try-Ons and Clothing Returns article here: ***********************************************************************. We are sorry again for any frustration this has caused. If you ever have any questions or concerns please don't hesitate to reach out to our team, we are here for you! xo

• Initial Complaint

  Date:03/19/2024

  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.

  Upon seeing an advertisement on Pinterest for shoes from lulus.com, I decided to click on the site to see their wares, as I am in the market for a pair of shoes for an event. Once redirected to the site, a pop-up discount for 15% site wide came up. I clicked on it, and it asked for my email. I put in my email and received the promo code as advertised, yet when I chose my shoes and went to check out it would not work. It said my merchandise was not eligible for promotions. Fine. I get it. My complaint is, there is NOTHING in the advertisement of 15% off Site Wide stating something to the effect of, "certain merchandise does not apply". I feel this is VERY deceptive practices. A lure which makes one believe anything on the site is 15% off. Shady.

  Business Response

  Date: 03/21/2024

  Hello *****, Thank you for taking the time to share your feedback with us. Please know that we are listening! We do carry some items on-site that are exempt from promotions but we never want that to come as a surprise! Any products that are ineligible for promotions will have a disclaimer stating so underneath the price on the product page. We are always looking for ways to improve the shopping experience for all of our valued guests and have passed your feedback along to the appropriate teams to look into the opportunity to improve verbiage in our promotion details. If you have any questions or further feedback please don't hesitate to connect with our customer care team directly ***************************/customerservice)! We are here to help! xo
  

• Initial Complaint

  Date:02/03/2024

  Type:Order 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.

  Hello, I just bought a bracelet with you guys not even a month ago, and it randomly broke on me today. I do not feel this should be happening after only a few weeks. I would like either a refund or a replacement. I am happy to provide a photo. Please advise.

  Business Response

  Date: 02/06/2024

  Hello *********!

  We are so sorry to hear that the bracelet broke! This is not a typical experience at all and we are so happy to see that you connected with our customer care team and they were able to provide you with a full refund for the bracelet of $42.23 on 2/4. Depending on your banks policies it can take 3 to 5 business days for these funds to post. Again, we are so sorry that this happened! If you have have any questions or concerns contacting our customer care team is perfect. We are always here to help! 

  If you have any questions please let us know.

  Have a wonderful day!

• Initial Complaint

  Date:12/08/2023

  Type:Delivery 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 ordered a final sales dress and paid expedited shipping. As of today, I am showing tracking that I wont receive the item in time for my event this weekend. I was presented with 2 and 3 business day shipping options prior to check out and I selected shipping that would get the item to me by Friday, December 8. Today, Lulus sends me a tracking updated that shows the item will not be received until the following week, December 11. As a customer, it seems scam like to offer shipping for additional fees on a final sales item that Im not even going to receive. They have already taken my money, but Im the one now with less money, no dress and the fewest options/recourse.

  Business Response

  Date: 12/18/2023

  Hello! We are so sorry to hear that ******'s order experienced a shipment delay of 1 business day. We can understand how disappointing this must have been! We are happy to see that Autumn was able to connect with our ************* team and a full refund has been issued for order as of 12/08/23 02:23 pm. 
  
  If there is anything else that we can assist with, we would love for Autumn to reach out (******************************************************)  so we can ensure she is feeling taken care of. 
  
  Best, 

• Initial Complaint

  Date:07/21/2023

  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.

  On June 24, 2023 I ordered dresses and a pair of shoes from ****'s with the total after taxes being $507.37. The order number is: GE4134371346US On their website it clearly states that they ship to ******, prices are shown in ******** dollars and duties are included. Also, shipping to ****** was free, which told me that they were set up for ******** customers. My order arrived quickly and without any problems, but unfortunately the items I ordered didn't fit correctly. Within 4 days of receiving my order, I sent back all of the items in my order- all unworn other than trying them on, and in perfect condition. I paid $39 for the return shipping label from DHL, which felt steep, but it did mention in the "returns" section of their website that I would be responsible for the return cost. A few days later I was issued my refund, but it was only $409.45, which is $97.92 less than what I paid, when I should have received $468.37 when you take off the return shipping cost. I contacted customer service through email about this (each time taking multiple days to be replied to, and no phone number being provided anywhere), and was told that they don't return the taxes. They said I could try to fill out a form with ******** border services to try to get my taxes back that way, and provided an import number, but none of the other required information to complete this form, such as the import documentation or import date. I have ordered from US and international companies many times and have NEVER been asked to file documentation with ******** border services to get my money back. Nowhere on their website or returns section does it state I would be responsible for this, and they should not be accepting ******** customers if they aren't set up to do so properly. When I contacted border services she said this is not a normal request and they would be flooded if clothing companies expected individuals to do this, and that I don't even have the paperwork to complete the form.

  Business Response

  Date: 07/24/2023

  
  Hello, we have received *****'s complaint. We want to thank her for taking the time to share her feedback with us. We've been working to improve our international customers shopping experience and have partnered with Global-E, our order management system for all international orders!
  
  Global-E allows us to customize the Lulus shopping experience so that our guests are able to shop our site in their country's currency, and pay duties and taxes upfront at checkout! However, these prepaid duties and taxes are not related to Lulus in any way and are non-refundable when a return is received and refunded, as they are forwarded directly to their local customs authority.
  
  We never want this to come as a surprise to our valued guests, so we do have this information on our site under our Return Policy (*********************************************************************************************) and in our International FAQ here: ****************************************************************************************************************;
  
  Our international orders were previously handled by a separate *************************** and we are so sorry for the delay in communication that ***** experienced. We have since launched a new customer experience for our international guests this week, which ensures all customers route directly to Lulus **************** (******************************************************). We are certain this will provide our international shoppers with quicker, clearer assistance and that no one is left without a reply.
  
  Moving forward, we would be happy to provide a copy of *****'s refund confirmation. The proof of return letter attached can be used to complete the required documentation field needed in order to request a refund for the customs fees collected from the ****** *********************** She can also do so using this link: *****************************************************************;
  
  We are so sorry for the inconvenience this may have caused! If ***** has any questions from here, our ************* team would love to connect with her. Please feel free to have her reach out (******************************************************). We are available by phone, email and chat. xo
  
  

  Customer Answer

  Date: 07/26/2023

  I am rejecting this response because: the document provided is NOT the document needed by ******** border services to reclaim my duties. As stated in my original complaint, ******** border services requires the original import documents and the date of importation information, all you gave me was a receipt for what you refunded me, and it doesn't even include information about the missing taxes, only what you gave back to me. You are choosing to sell to international customers without a system in place to refund taxes, yet seem to be completely in the dark about the required documentation required for customers to get these taxes back on their own- has no other ******** ever asked you to provide this information when it adds up to a lot of lost money (in my case $60)? 

  Also, you state you have a new customer service experience, but my most recent email took 5 days for me to receive a response from your customer service team, and that response didn't even address the issues in my email. You have also stated you are available by phone, however, there is no phone number listed anywhere on your website to contact, only email and chat.

  Business Response

  Date: 07/28/2023

  Hello, thank you for sharing *****'s response. We were able to connect with Global E, our international department for further guidance and they have provided us with a B3 form, which is a ****** Customs Coding Form that can be used to claim duties and taxes back on her return. The forms are attached!

  Because these duty and tax fees are unrelated to Lulus in any way, this document is not made available in our system and does have to be requested from the carrier. We have always advised our guests to contact their local post office or customs department directly for assistance. We have never heard this to be unsuccessful until now. Please know that *****'s feedback has been shared with the proper teams. We look forward to further improving our international experience. If there is anything we can help with from here, please let us know.

  Customer Answer

  Date: 08/01/2023

   
  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.