ComplaintsforLulu & Georgia, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an item from **** and Georgia and returned it a month ago. I have yet to receive confirmation of the return or a refund. The company does not provide a live customer support option. I have emailed them several times and left a message on a voicemail but still no response. I order from many online retailers and have never had this experience.

  Business response

  06/20/2024

  Hi ******,
  
  We sincerely appreciate your patience and understand the frustration caused by the delay. It appears that the refund was not initiated on our end due to the use of an incorrect label. Thankfully, this issue has now been resolved. If you have any further questions or concerns, please feel free to reach out to us at ********************************** or via our live chat, available Monday to Friday, PST.
  
  Thank you for your understanding.

  Customer response

  06/21/2024

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

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an item that **** and Georgia received back on May 13th. I have not received a refund. I did place a dispute with credit card and **** said they didnt get item back. I have the tracking information that they got it back on May 13th. They wont respond on instagram or email. There is no customer service number.

  Business response

  06/20/2024

  Hi ****,
  
  We understand how frustrating this must be. Once a chargeback is initiated, we have to wait for the investigation to conclude, which can take some time. Even though you've removed the dispute, the process to release the funds can still take up to 75 days due to coordination between our payment processor and your bank.
  
  We know this situation is inconvenient, and we appreciate your patience as we navigate these necessary steps. Unfortunately, we cannot expedite this process. Thank you for your understanding.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an item, ********************* Bowl, that was out of stock at the time of the order from **** and Georgia for $100.05 order number ******. **** and Georgia charged me upfront for the item, as is their policy. The order was placed on May 23 and I never received any updates on the order. When I checked the order link, it just says the order was confirmed. The item came back in stock 6/13 and I received several auto notifications that it was back in stock. I had signed up through their website to get notified when the item returned in stock. The item still hasn't shipped. I submitted a customer service inquiry on 6/13 and still haven't heard back. I followed up on the thread and submitted a second request. **** and Georgia provides no way to contact consumer service except via email. Id like to get a refund for the item. I have not heard from the company and have received no updates.

  Business response

  06/20/2024

  Hi ********,
  
  Thank you for reaching out and sharing your experience. We understand how frustrating it must be to wait for an item and not receive timely updates. We wanted to let you know that your item has now shipped and is expected to arrive on 6/21. We sincerely appreciate your patience and are truly sorry for any inconvenience this delay has caused. If you have any further questions or concerns, please don't hesitate to contact us at ********************************** or via our live chat available Monday through Friday, PST.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #****** for 1 Havenhurst Jute Rug by ********************* in washed black size 8 x 10 was placed 6/9/24 - purchase price was $898.20 plus shipping and tax. The rug was delivered to my home on Wednesday June 12th. When I got the package I noticed the plastic wrapping had little moisture droplets in it. This was odd for a rug I thought but proceeded to open. When I laid the rug out in my dining room, the rug was damp and smelled like mold (similar to what you would smell in a wet old basement). I put a fan on it to attempt to air it out. It has now been 5 days and the rug still smells. In fact it is making the entire home smell like mold. On Wednesday when I received the smelly rug, I called the **** and Georgia customer service number. The automated recording stated the only way to submit a claim was to do so through the support email address. I immediately emailed the support email address on June 12th. To this day I have not had a single response back to remediate this issue. I have a 14 month old toddler running around the house and this rug with mold is completely unacceptable. I would like this rug replaced with a dry mold free rug.

  Business response

  06/20/2024

  Hi *****,
  
  We sincerely appreciate your patience and are truly concerned about the delay in our response and the condition in which your Havenhurst Jute Rug by ********************* arrived. Our team has already processed a replacement for you, which is scheduled to ship over the weekend or early next week. You can track the latest updates via FedEx.We hope the new rug meets your expectations. If you have any further questions or concerns, please don't hesitate to reach out to us at ********************************** or connect with a live representative through our chat support, available Monday to Friday PST.
  
  Thank you for your understanding.

  Customer response

  06/21/2024

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just purchased a bed TODAY on line and want to cancel the order. Im being told it can Not be cancelled or returned. This bed has Not been made or shipped.

  Business response

  04/19/2024

  Hi *******, were sorry to hear about this experience with us and thank you so much for your feedback regarding our Cancellation policies, we have shared this with our teams. Our Customer Experience team assisted you recently with cancelling your order, and issued a full refund.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction- November 27th Paid **** and Georgia $335.45 for a Flush Mount Light Order # ****** Id like a refund as their customer service department is non-responsive with updates and the light is passed due. The business has not resolved this issue as they are non-responsive.This company does not provide a customer service phone number to contact and their customer support emails go into a black unmonitored hole.

  Business response

  04/03/2024

  Hi ******, Thank you for reaching out and sharing your concerns with us. We truly understand how frustrating this situation must have been for you. We're genuinely apologetic for the inconvenience you've experienced with your order. Our Customer Experience team has already taken action by canceling and refunding your order as a one-time exception. We've also communicated your feedback to our teams and are actively working on enhancing our order processes to prevent such issues in the future. Additionally, we want to acknowledge your feedback regarding the accessibility of our customer service. Please know that we're available for Live Chat from Monday to Friday, 9am-5pm PST, and we also offer scheduled phone callbacks. If there's anything more we can do to assist you or improve your experience with us, please don't hesitate to let us know.

  Customer response

  04/03/2024

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a king **** Company shipped and arranged assembly. The bed started shifting, creaking and wobbling after a few months. Started as slight movement and got worse over time. I contacted **** and Georgia about the problem and asked for an assembly diagram, which they provided via email. I was moving and preparing to take the mattress off the bed and disassemble for moving, and wanted to see if it had been assembled properly. When we removed the mattress, we found that multiple screws were missing, most screws were stripped, one support leg was missing and the rails had been mounted upside down and on the top of the frame, when they should have been mounted under the frame per the diagrams. I contacted the company and provided pics. I asked for reimbursement for having to buy new hardware and to refund the equivalent of the install fee for the **** They replied that since the bed was past the replacement/refund period of 60 days, they would only offer a 10 pct gift card. So, the remedy involves forcing me to spend more money with them and they profit from that, which is despicable and totally unacceptable. The shoddy install got worse over time, and wasnt apparent in the first few months, but the pics show that the install was terrible and that was out of my hands. I have since reassembled the bed properly. Their products are not inexpensive, so I would expect professionalism in install and customer service. I see many similar complaints and reviews, so this seems to be commonplace with them not standing behind their products and service.

  Business response

  02/01/2024

  Hi ****, thank you for reaching our, and we are truly sorry for the issues you encountered. We see you continued working with our Customer Experience team and have resolved the issue. 

  Customer response

  02/02/2024

   
  Complaint: 21184529
  
  I am rejecting this response because:

  Yes, I was refunded the setup/delivery fee.  Did not receive the missing parts, so I bought screws and had a wooden support cut for the missing leg, and reassembled the bed.  It still creaks and movesnot stable.  The quality is completely unsatisfactory at this point.  Maybe when the installers stripped the screws and left many missing during assembly, something was damaged or just cant be tightened properly now, or the bed is just not good quality.  At this point, I want to return the bed for a full refund.
  
  Sincerely,
  
  *********************

  Business response

  02/08/2024

  Hi ****, Thank you for your response. Our team offered to send you the parts, but you declined. Unfortunately, as your order is outside of our returns policy and was delivered in April 2023, we are unable to accept any returns or offer additional refunds. 

  Customer response

  02/09/2024

   
  Complaint: 21184529
  
  I am rejecting this response because:
   
  please provide evidence of offering to send parts.  I did not receive that response and it makes bo difference since the bed deteriorated quickly over time.  If you read other complaints, you willl see I am  not the only one with this problem.  Poor quality and no backing up of products is what this company is about, apparently.

  Sincerely,
  
  *********************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dining table from **** and Georgia in November 2022. There have been several quality issues with this table (********** Dining Table). I first contacted them about the table chipping very easily when simply placing a bowl on the center. They offered a small amount of a gift card with no resolution to repair or partner me with the manufacturer. The table was now horrible looking and ruined. I then noticed the top of the table PEELING off in multiple areas. Keep in mind this table is not even used to eat on (although it is a dining table) - it simply sits in an un-used dining room. I then sent additional photos of the peeling areas to customer service. They have no phone number and it is impossible to communicate effectively as they refuse to contact you by phone or put you in touch with anyone directly. I received a generic response that the table is out of the TWO WEEK warranty against delivery damage. This was NOT delivery damage. This is a QUALITY issue for a table that cost $2000 and is essentially junk ONE year later.

  Business response

  10/12/2023

  Hi *******,
  
  We thank you for your feedback and we're sorry to hear you're dissatisfied with the ********** round dining table. Since this was delivered almost a year ago, we are unable to provide a replacement/refund as this has exceeded our 48-hour damage policy. However, after forwarding your concerns to our management team for further review, we have issued a full refund in the form of store credit as a courtesy. We still recommend that you contact your local furniture medic to find a solution for your table as we will not need this table back. 
  
  Again, we're sorry about your table but if you have any further questions or concerns, please don't hesitate to reach out to ************************** or we offer Chat Monday-Friday 9 am-5 pm PST where you can speak with a live Customer Experience team member.

  Customer response

  10/13/2023

   
  Complaint: 20706979
  
  I am rejecting this response because:

  This table is clearly horrible quality and I will not purchase from a company ever again that backs their products for 48 hours. That is a JOKE. 
  
  
  Sincerely,
  
  *******************************

  Business response

  10/13/2023

  We're sorry for this experience and appreciate the feedback. Since this was delivered almost a year ago, we are unable to offer any alternative solutions at this time. Please note, that your store credit that was issued never expires so you can use this credit at a later time. If you have any further questions or concerns, please contact **********************************.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the ********** dining room table from **** and Georgia on June 18, 2023, order #***** for a total of $1,947.30 ($1,98.30 plus ****** shipping). This is a very expensive item. There is no place to see this in person (in ********, **), there are no samples available, thus you have to rely on the stores images on their website. When I received it on June 27th, it was clear that the table was not as advertised on their site. The top was supposed to be "white washed wood veneer. It felt like vinyl to me and was clearly beige, not white. I wanted to speak to a customer service representative, but there was no company contact information other than email. I emailed that day to arrange a return. On June 28th I received a reply that there would be a 25% restocking fee. I sent a follow up letter on June 30th requesting a waive of the restocking fee, because even though I had been assured that the table top was veneer, I addressed the other issue I felt was misleading about the table, the color. In response to my concern about the color, I was asked to submit pictures, which I did on July 6. The pictures clearly show that the table is not "white-washed," but beige. The response, on July 11 directed my attention to other customers pictures, and said they would not waive the restocking fee. The images I sent clearly demonstrate that the item was not as advertised. To respond with other customers images--and not their own from their own website--is bait and switch. I was very disappointed in this response and felt gas lit by the whole ordeal. On July 11 I sent back images from their own websitethe official information source for their storewhich show the item as much whiter than the reality of the table they sent me.Most companies dealing with items this expensive have customer service that you can speak to, will handle problems in a timely manner (this has been going on for almost a month now), and offer a more fair return policy.

  Business response

  07/20/2023

  Hi ***,
  
  We thank you for your feedback. We're sorry to hear you're dissatisfied with the Rutherfold table. As our customer agent mentioned, the color of the table you received is correct and because every computer monitor displays color differently, we cannot be responsible for variations between the actual product color and how it is displayed on your screen. This is the reason why we include images from customers in different lighting on the product page for this item. Since we can't process a full refund for this return, our agent offered to lower the restocking fee to 15% if you still wished to process the return. Please note, standard freight returns is a 25% restocking fee from the original, pre-discounted product price. 
  
  We appreciate your understanding on this. If you ever have any further questions or concerns, please don't hesitate to reach out to **********************************. 

  Customer response

  07/20/2023

   
  Complaint: 20307287
  
  I am rejecting this response because: I do not feel that it is my mistake. Once again they used other people's images versus their own website images and descriptions to justify their incorrect color--this is not a truthful response. Since I would have to pay for shipping back, and did not ask for that to be waived, their offer of a 15% restocking fee is still a very onerous cost. I will only be satisfied by a full waive of the 25% restocking fee.
  
  Sincerely,
  
  ***************************

  Business response

  07/27/2023

  Hi ***, 
  
  Thank you for your response. Since the item is correct, we're unable to waive the restocking fee as stated in our return policy. The 15% restocking fee covers the return shipping cost, so there are no additional charges to return the table. If you wish to proceed with the return, please respond to our customer experience email from July 13th, and we can get it started. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** and Georgia has made it almost impossible to connect with their customer service agents. A few hours after making a purchase on May 23rd, 2023, I noticed that the product I had purchased was not an original **** and Georgia product, but instead one that they had renamed and marked up from a mass manufacturer. Unlike other furniture stores, the *** is hidden, and I was only able to confirm this after purchase. This practice is deceptive and tricks consumers into purchasing items that are not the typical quality expected from a company like **** and Georgia. When I emailed customer service seeking clarification on this, and requesting a refund due to what I felt was a misleading practice, I did not get a response until the next day, stating that they could try to cancel, but I would be charged a 25% restocking fee. My response to that has gone ignored for two days. They do not have a working phone number, nor do they answer their social media direct messages, making it next to impossible to talk this through with someone and get both an explanation and a resolution. I believe their cancellation policy is highly unusual for a company operating at their scale, especially when they are not making their furniture in house but merely ordering from a distributor. This, coupled with their evasive customer service, appears to be an intentional way to make money off consumers through fees without any accountability mechanisms.

  Business response

  05/31/2023

  Hi *****,
  Thank you for your feedback. We do our best to include details of each item on the product's page to further assist in the decision-making process for our customers. If an item is exclusive to us we do highlight it on top of the product name. In this case, the Brix Dining Chair (Set of 2), is not an exclusive item but like every retail store, we rename the product to match our company's aesthetic. This is a standard practice within the industry.
  
  Looking into this further, we see you requested to have this canceled while your order was in transit. Due to our policy, orders that are canceled in transit or refused at delivery due to non-damage reasons (including but not limited to size, color variation, etc.) are also subject to a 25% re-stocking fee. We do see that you've been in contact with an agent for a resolution. We are happy to help, for more information regarding any of our policies, you may visit ****************************************************************** if you have any further questions or concerns about any of our products, please don't hesitate to contact ********************************** or speak to a live person through chat Monday-Friday 9 am-5 pm PST.

*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. ↩