ComplaintsforLuLaRoe

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Repetive emails I did not sign up for from consultants. I unsubscribe and still recieve them.

  Business response

  01/31/2024

  *****, 

  You have been unsubscribed from receiving emails from LuLaRoe. If you continue to receive emails, this can be from multiple Retailers you may have joined a ******************** in which your email was obtained by multiple Retailers, the most popular site used for this is called Sonlet. LuLaRoe does not have access to unsubscribe you from emails coming from Independent Fashion Retailers. Sonlet is in no way associated with LuLaRoe. If you have used Sonlet you may contact them for assistance. 
  
  

   

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of Halloween leggings at the end of September and in October on the 15 th I received a message saying they would ship in October and I said I need for zhalloween she said ** would received them in October but csnt get her to answer after that. Never received .********************************* is her name.She should never be able to sell ***************

  Business response

  01/09/2024

  ******, 

  I am sorry to hear that you have not received your order, the retailer you purchased from is her own business therefore any remedy would need to come from them directly. We can reach out to her on your behalf, please visit lularoe.com and scroll to the bottom of the page. Click on "Contact Us", fill out the form and provide a full copy of your purchase receipt, this is to confirm the individual you purchased from was an authorized LuLaRoe Retailer. 

  Thank you. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am tired of being overcharged. Every invoice and there are well over a 100 LulaRoe is charging tax for the items purchased and then charging me tax on usps charges! Kansas law is clear on charging for products ordered. USPS does not charge anyone tax including KANSAS! I’m tired of this California company overcharging me for this! NO OTHER COMPANY DOES THIS BECAUSE ITS AGAINST THE LAW! I don’t care what crazy California law they go by but the rest of the country doesn’t do this. I want a refund on all usps taxes charged! IMO it’s stealing California got themselves into the mess they’re in and now their customers get taxed for usps when usps itself collects no taxes. I’ve addressed this with corporate, the retailers and I will say corporate “customer service” is RUDE and resolve nothing!

  Business response

  05/17/2023

  Hello!

  Depending on Jurisdiction, Shipping and Handling may be subject to Sales Tax. Kansas is a location where shipping and handling charges are taxable. Please refer to page 14 (Internet Sales) of attached Publication.

  If you have any questions or concerns, please reach out to [email protected] and they will be able to further assist.
  
  Thank you.

  Customer response

  05/23/2023

   I am rejecting this response because:
  
  You being a California business are trying to squeeze everybody dry! I will file a complaint against you with our attorney general. Your California company is the ONLY COMPANY THAT DOES THIS, no one else just you! So you can kiss my business goodbye and hurt your reps even more but California doesn’t care that state is ruined and trying to take everything they can for people who deserve nothing 

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Canceled my lularoe business and still haven’t been given instructions on how to return my items. I expect a FULL refund as items I received were not the items on the website. I will file a chargeback on my card if this is not resolved.

  Business response

  02/07/2022

  ********, 

   

  An email with instructions should have gone out, however if you did not receive it you can contact us at ###-###-####, Monday - Friday from 7am - 3:30PM. You may also reach the cancelations team directly at ******************@lularoe.com. 

   

  Have a great day! 

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by Lularoe Compliance I’m January of 2022 telling me I was violating my contract by selling off discontinued items by the company that were 5+ years old but still part of my inventory under their suggested retail price. I took down all of my posts as instructed and let them know I will not openly advertise. Then I received further harassment daily by Lularoe compliance showing me screenshots of other people’s social media on particular Facebook pages that they supposedly don’t approve consultants to be on, stating that it was me on those social media accounts. For two weeks this went on and I was asking what I had done and how I had violated my contract with them to show me where it states where in particular we can and cannot sell our items on Facebook. I received no answer from anyone. After many attempts to contact compliance ask for supervisors, which I was denied, emailed ****** emailed **** continually asked for the violation I was being accused of in writing I was denied all answers. The only person they would let me speak to was ********* ****** who evidently is the only person in compliance, she was rude and had no answers for me and just said I should know what I did just because they emailed and told me. I said it doesn’t work that way I need something in my contract that states where I can and cannot sell my items there are some locations listed but specific pages on Facebook are not one of them. All she tried to do was get me to sign off on something that she could not even prove to me. On January 26th I received a generic fill in the blank piece of paper signed by no one in particular canceling my contract.

  Business response

  02/01/2022

  On January 4th, 2022, it was brought to our attention that a current Independent Fashion Retailer (******** *****) was advertising LuLaRoe product for sale at prices that are in violation of the Minimum Advertised Pricing policy as found in the LuLaRoe Restated Policies and Procedures which Ms. ***** agreed to adhere to at the time she signed her contract.  Ms. ***** was provided with screenshots of the offending posts as well as a reminder of the specific Minimum Advertised Pricing policy at this time.  At this point, Ms. ***** agreed to abide by the policy and remove all offending posts.  
  
  
  6 days later, we received another complaint stating that Ms. ***** was using one of the Administrators from her Facebook group to generate posts on her behalf that were in violation of the policy.  These posts were to then be invoiced and fulfilled by Ms. *****.  When we reached out to inform her that using a third party to create posts on her behalf that are in violation of our policies is still a violation, her only response was that, as she was not the one making the posts, we should not be able to hold her accountable for the content therein.  She refused to take action to have the posts removed and continued to have this third party create posts in violation of the Minimum Advertised Pricing policy.  
  
  
  Further, Ms. *****'s claim that she was only selling old or discontinued inventory at discounted rates is patently false.  Several of the posts reference that it's new product "hot off the FedEx truck".  Many of the items were also solid black leggings, that Ms. ***** continued to buy in large quantities even while discounting them and advertising that discount to her customers, contrary to her contractual obligation to follow the Restated Policies and Procedures.
  
  
  After 16 days of trying to reach a resolution with Ms. *****, it was clear that she did not intend to alter her violative behavior and the decision was made to seek remedial action, as defined in the Policies and Procedures, and cancel Ms. *****'s contract.

  Business response

  02/08/2022

  While Retailers are allowed to sell product at whatever pricing they choose, they are not allowed to openly advertise that product in contravention of the Minimum Advertised Pricing policy.  We received multiple screenshots of one of the individuals who functions as an Administrator for Ms. *****'s group stating the Ms. ***** was selling solid black leggings for $19, which is well below the $25 Minimum Advertised Price.  This individual is not affiliated with LuLaRoe and the post was used to drive business to Ms. *****.  Further, on January 16th, Ms. ***** made a post stating that she was going to be selling the "last of my *****'s, $5 plus shipping".  Ms. *****'s attempt to obfuscate this issue as being about her discounting product ignores the fact that the violation was in her decision to violate the Minimum Advertised Pricing policy and continue to violate that same policy through proxies even during her active suspension for doing the same.  
  
  
  Finally, Ms. ***** was not a consumer, she was an independently contracted retailer.  The terms of her contract and the policies she committed to follow were clearly explained to her and, on multiple occasions of her breaching those terms, our team worked diligently with her to help her address the violations and return to good standing.  Dating back to December of 2021, Ms. ***** was reached out to 5 times regarding the Minimum Advertised Pricing policy.  Each time she stated that she understood the policy and would adhere to it before subsequently violating it again or attempting to circumvent her contractual obligations by using proxies to act on her behalf.  The company stands by our enforcement of the Policies and Procedures that all parties agreed to and will not be reinstating Ms. *****'s contract.  The contract that Ms. ***** signed has clear provisions for mediation and arbitration if Ms. ***** would like to pursue that as an option.

  Customer response

  02/08/2022

  
  I am rejecting this response because: This is all here say I don’t have an administrator of my group acting on my behalf. I admin several people  in my 5 groups I own on Facebook because they sell on my pages so they have to be admined to do so. This doesn’t mean they are directly affiliated with me, this is just how Facebook has it set up. 

  My ***** Ad they are referring to was left behind by accident when I thought I had removed them all….when it was brought to my attention I found it and removed it immediately. When you  post on serval sights with Facebook it is very difficult to find them all. 

  
  

  This was no longer about advertising below map as my email screenshots will show you, when all that was rectified it then turned into the pages I participated on. When I challenged compliance To  show me where it states we cannot be on SPECIFIC SOCIAL MEDIA PAGES . It went downhill from there because They could not produce anything from that showed that rule  Again as my emails from compliance will show what they sent me did not have any prices ADVERTISED it simply took patrons to my Lularoe approved App which Lulaore approves discounting on since it is a function they installed and they could then see my prices for what they are buying. Lularoe  keeps using old screenshots to show me things being posted when they were already cleared up. When I kept asking to speak to someone else  or to a supervisor to get this all understood by all parties the same person accusing me of such actions was the only one they would allow me to speak to, she told me she would have someone call me back and I would  never hear from anyone else. So it’s clear this particular person just had it out for me and would not let it go. When one thing was fixed she came up with another which to this day I have been given any proof that this rule even exists. 

  
  

  I will give you a rundown of the emails and timeline of how this transacted so maybe someone other than ********* in compliance at Lularoe takes a look at this and see’s how this all went. 

  
  

  Compliance reached out to me on 1/13 not 1/10 so it was 9 days after the initial complaint not 6 as they stated in their answer. The email that they sent to me is below along with the picture of what they were referring to that image does not display prices it just says “customer appreciation pricing” which is allowed we cannot display the actual price. 
  

  
  

  
  

  When I called Lularoe compliance  and spoke to ********* on 1/13 about the email and the above picture her response was it was not that “pricing was displayed” but that I was on a particular page that was against policy. ********* accused me of appearing to be going out of business and that is the policy I was violating. 

  I could not understand if I was not posting how it would appear that I was going out of business? ********* kept putting me on hold stating she was speaking to a supervisor so clearly she didn’t know the policies she was trying to quote me. ********* could not explain to me what the violation really was? When I asked ok tell me the section I will  read it myself she quoted section 4.7. I repeatedly asked for a supervisor so I could get to the bottom of this and get real answers and I was denied each time. 

  I researched the policy she gave me and this is my email response to that a few hours later after our call. 

  
  

  Section 4.7 refers to the apps and images  that lularoe gives us to use, it states nothing about particular websites we are allowed to be on. Facebook is an approved platform to be on SPECIFIC PAGES on Facebook are not listed as being against our contract. When I said this to ********* while on the phone she said “well I should just know this” I told her that’s not how contracts work, it needs to specified in writing. The only places lularoe states we cannot sell are in section 4.5 and they include:

   

  Brick and Mortar stores 

  Flea ****ets 

  Swap Meets 

  
  

  I do not hear back from Lularoe until 1/24 after daily emails to them. In which ********* states again that I need to be off of that particular site GOOB or “going out of business” site. At this time I am already suspending and losing money daily for a violation that isn’t really even a violation. 

  
  

  
  

  And then again on 1/25 referring to the posts being on the “particular page” and I respond I do not have anything in my contract stating which pages I can or cannot be on and for them to show me that and I will gladly comply. 

  
  

  
  

  So as you seem from the email chain Lularoe moved away from displaying prices violation because I was clearly not displaying prices then moved to particular pages I can’t be a part of in Facebook. Still to date after several requests Lularoe has not proven to me that it is part of my contract. Then I received the email on 1/26 with no further information that I had been requesting rather a termination of my contract. 

  It is clear Lularoe  does not like to be challenged to produce documents showing their “rules” ********* told Me she doesn’t have to produce anything I should just know because she is sending me the emails telling me.. This was very unprofessionally handled  All ********* would keep saying that I needed to sign off on this rule she kept telling me but I refused since it is not a rule in any documents I have. I asked about a legal department contact information for Lularoe and I was denied that information as well. I contacted someone in Lularoe at the beginning  of December 2021 when I was frustrated being stuck with 1000’s of dollars of merchandise that I could not sell at full price because it was 5+ years old I have text messages stating that Lularoe was different and that I could sell at a discount since they know  so many people  were in financial difficulty with this merchandise as you can see from the documentaries that were recently made about this same issue. 

  So yes they are correct in December I started selling again to unload some of my inventory and yes did I sell my black leggings for less I did because I’m trying to make money to avoid bankruptcy due to the money I have invested into merchandise I cannot sell. Did I openly advertise those prices no I didn’t but  that is what they are adding to their complaint which is not true. Did I start showing prices again after Dec 21 yes but that was after they had already suspended me. As you see from the  email  I’m not going to be stuck with 1000’s of dollars of debt just because Lularoe wants to make up rules as they go along. 

  
  

*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. ↩