Complaints

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:10/08/2024

  Type:Service or Repair 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 placed an order that got damaged. I was sent a replacement package, but some things were not in the replacement package. I was emailed shortly by the company, I was told that a few items were out of stock and that once restocked, they would ship out the missing items. I followed up with customer service and was told I would receive store credit. I told them that I was not interested in store credit unless it would cover shipping. I also told customer service that I would want them to honor what was stated in the email concerning shipping the missing items. **************** told me that they would not since I made my initial purchase during a promotion. The promotion should not dictate if I receive the missing items from my initial order.

  Business Response

  Date: 10/08/2024

  Thank you for reaching out and sharing your concerns with us. We value your feedback and want to address the situation regarding your recent order with clarity and transparency.
  Firstly, we want to clarify that at no point did we commit to sending a replacement once the charcoal face wash is back in stock. We regret any confusion that may have occurred and emphasize that honest communication is very important to us.
  As previously mentioned, the product you ordered is currently out of stock and will not be available for an extended period. Since your purchase was part of a buy one, get one free promotion, we cannot offer a refund. However, we have provided you with store credit, which is available for use on any item in our store.
  We hope this store credit will help you find another product to your satisfaction. Please know we are here to assist you further and ensure your experience with us is positive.
  Thank you for your understanding and patience. If there are any more questions or if you need further assistance, feel free to reach out.

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22394658
  
  I am rejecting this response because this is not true. An email was sent concerning the missing items. Please read the screenshot of the email sent to me from the company. If the company wants to run on honestly, at least do a proper investigation. Again, I included an email from the company after the order was placed. In the email, the company apologized that the items were out of stock, and that the items would be shipped once restocked.
  
  Sincerely,
  
  Brithany Blackwood

  Business Response

  Date: 10/09/2024

  We understand there has been some confusion regarding our communications about the charcoal face wash. To clarify, we were discussing recent communications and not previous ones. We had not committed to sending a replacement because, upon review, we realized that the charcoal face wash will not be back in stock for several months. As a result, we have provided a store credit to address this issue.
  We apologize for any misunderstanding and inconvenience this may have caused.

• Initial Complaint

  Date:01/26/2024

  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.

  I have reached out to the company since last week the original order was done in November and the package still has not been received. The funds have been removed from the account and no one will respond. I have reached out via email Instagram and I have text the number on their website still no response. Order ******

  Business Response

  Date: 01/29/2024

  Hello, good day. All updates regarding customers order is sent to the email address on order. Customer email us from a different email address. We email back customer explaining that all updates was sent to the email address on order. All this information is listed on our website in our store policy and terms and conditions before checking out. All orders going through processing time, during sale processing will be longer as we receive more large orders and we handmake all products from scratch. We ask customer if she wish to update email address to receive updates but we havent received back any response. 

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21****33
  
  I am rejecting this response because: there is a lack of factual information from Lulus holistic. What happens when ordering from the company is that they show on their website that the package is ready to be shipped (Ive attached screenshots that were taken today for the same product we are waiting on) during the checkout process there is no information stating that they have to process it for two weeks. A confirmation email is sent right away. However, this order was originally purchased on January 5, ****. The shipping is 5 to 8 business days. Even with the processing time of two weeks, this purchase still should have already arrived. The money has already been removed from the account, but no package. My mother is elderly so when she is being mistreated, I reach out on her behalf. I only received a response when sending the same email over and over and over. This company also has a storefront in *************** which my Family member lives in *************** and has herself seen that the products are available for purchase at the storefront but they have not shipped the actual purchase. This company not lack integrity but also lack honesty with their customers. This company should not be purchased from and provides false information. I will be contacting each and every sponsor of this company as they have proven their lack.
  
  Sincerely,
  
  ****** Favors

  Business Response

  Date: 02/01/2024

  Dear [Customer Name],
  We hope this message finds you well. We are reaching out in response to your recent communication regarding your order and the ensuing difficulties you encountered while trying to reach our support team.
  Firstly, we would like to extend our sincerest apologies for any inconvenience you may have experienced. We understand that timely and effective communication is crucial and we regret that there has been a misunderstanding in this case.
  Upon reviewing our records, we note that communication was attempted through Instagram direct messaging. We would like to clarify that, as stated in our automated Instagram response, customer service inquiries through Instagram may not receive immediate attention. For the most expedient assistance, we always encourage our customers to reach out directly via our designated customer service email.
  We have also identified a discrepancy in the names associated with the order. The purchase was made by *********************, however, the complaint has been filed by ***************** (daughter). To protect our customers' privacy and ensure that we comply with data protection regulations, we can only discuss order details with the individual who made the purchase or with someone who has been verified to act on their behalf.
  Regarding the preorder placed in November, our records confirm that the item was shipped as per the terms stated at the time of purchase. If there are any issues with delivery or if a package is lost in transit, we are more than willing to resolve the issue promptly. The best course of action is to contact us directly via our customer service email so we can assist with reshipping or other solutions.
  To further assist you with this matter, we kindly ask that either ********************* or an authorized representative get in touch with us at ******************************************************* providing the order number and any relevant details, so we can resolve this issue to your satisfaction.
  Once again, we apologize for any confusion and we are committed to ensuring that your concern is addressed promptly and thoroughly.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21202433
  
  I am rejecting this response because: A request for contact was submitted via online from *********************. An email was also send from her email address and the response gave her a tracking number that was provided January 7th. The package has been in the same place and has not moved. Furthermore, if you are a company with integrity and I am informing you that I am contacting you regarding a package that you have checked on and indeed see that it has not been sent out, then why not send it to the address? Because you messed up on your end and dont want to admit it. I will forward this to Forbes, and every other feature on your website. I explained that my mother is of an older age. If I need to use her email address and make another post about you all on this platform, I will do so. This is not the first time that this has happened. I, myself am a business owner and the way that this situation is being handled is more than unprofessional.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/08/2024

  We appreciate the opportunity to respond to this concern. As previously stated, our policy is to directly communicate with the buyer. We have resolved the mentioned issue with the buyer, a fact that ***** appears to be unaware of. It's important to note that we cannot continue discussions with ***** due to her threatening behavior towards our staff. This further substantiates our belief that ***** is not the buyer because, if she were, she would be aware that this issue has been satisfactorily addressed. We remain committed to providing excellent customer service while ensuring the safety and well-being of our staff.

  Business Response

  Date: 02/08/2024

  We appreciate the opportunity to respond to this concern. As previously stated, our policy is to directly communicate with the buyer. We have resolved the mentioned issue with the buyer, a fact that ***** appears to be unaware of. It's important to note that we cannot continue discussions with ***** due to her threatening behavior towards our staff. This further substantiates our belief that ***** is not the buyer because, if she were, she would be aware that this issue has been satisfactorily addressed. We remain committed to providing excellent customer service while ensuring the safety and well-being of our staff.

  Customer Answer

  Date: 02/08/2024

  I am fully aware of the circumstances of this case. I have attached screenshots from my mother concerning her order and her attempts to reach out to the company. The company issued her a refund without prior authorization. They told her that I requested a refund, which was not true. When we brought that to their attention, no further action was taken. I have proof and will attach it. There were no threats made to the company except to explain to those that feature them of this current situation. It has been proven that this company is dishonest and has no regard for their customers. 

• Initial Complaint

  Date:03/24/2023

  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 products ending of November, for cyber Monday. I received those products the middle of January. About a week or so after (January 25th) I received my November package, Lulu ******************** charged my card without my knowledge nor consent. I immediately emailed them asking why. I did indeed get a confirmation. However, I didnt place an order hence why I emailed them. On January 26th, one day after my card was charged AGAIN! So I emailed them once again ( at this time they havent responded to my first email) and said the same thing. My card was charged , I did get an email however Im not the one making these purchases and kindly asked them to cancel the orders before they shipped out. They said they cant cancel an order thats already placed. They also said I was on a subscription, a weekly subscription. 1 I didnt go on a subscription. 2 when I buy products from them, I buy in bulk. Why would I go on a WEEKLY subscription? A weekly subscription with products that would last about 6 months. Doesnt make sense. I refused the packages , both of them. They received the packages February 13. Its now March 24, the merchant refuses to give me a FULL refund. They only offer to give partial. I strongly believe if I didnt make those purchases I should get a full refund. I contacted my bank and disputed the charges and they told my bank I indeed made those purchases so my bank also denied me. I have email conversation with **** asking for my money back. Telling them I dont want to products as I just received the November packages. I also was tired of going back and forth with them and my bank and I gave up and told them to reship the 2 packages. I emailed them on march 8, March 14, March 17th March 19th and March 22nd. They have YET to respond to me. The order was for $72.88 x 2 TOTAL $145.76 The order numbers are ****** & ******

  Customer Answer

  Date: 03/29/2023

  Added

  Business Response

  Date: 03/30/2023

  As per our store policy that listed in our terms and conditions all sales are final we dont cancel or refund orders. Customer states that we are charging card without any permission. We explain to customer that our website has two options when checking out. A one time purchase option and an option to save and subscribe. Save and subscribe customer receive an additional discount off products in agreement to receive it by the time frame selected. Customer select weekly. We also send an email to customer on how to pause or delete subscription. Customer agree to have card charge for products on a weekly basis. We dont make changes to order once placed. We had shipped package to customer and customer refused package with shipping carrier. We informed customer that we would process the refund but we have to minus the 15% for restocking fee because customer refuse package and this information is listed in our store policy which we sent to customer. 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19847324
  
  I am rejecting this response because:

  Its  been WEEKS since I requested you guys to ship off the package because Im tired of going back and forth. AGAIN, ***** V E R went on ANY subscription. If I did I should have received an email about it. Because THATS how you run a business. But noooo 

  So where are the packages? Because at this point, YOU RECEIVED the products back and I have no money. Which means YOU STOLE FROM ME!!!!!!!! So send back the packages and we can be done with this. 
  I will also drop the law suit 

  As you can see I emailed multiple times and no answer. And I find it extremely frustrating and funny how you can respond on the form BUT no my emails. **************;
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:01/31/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 have a subscription order with the company for 4 bars of soap. Last year I changed the frequency of how often I would receive the order. The last order I received from my subscription was August 2022. I logged in after and saw they wrote in my subscription page that an item was out of stock so they did not ship. I never received formal notification. Then in Jan I was charged twice for the 1 subscription and they will not refund me. ******* is also the 1st time they sent me my subscription since august when it should be every 2 months. They state I have 2 subscriptions but my acct only has 1. They also only sent me half my subscription order and did not notify me about offering a replacement but included a slip that had all the items on there. If they were still out of the product why ship half an order when it had already been 5 months since the last order was sent. I have gone back and forth with customer service and they are no help. They tell me to pause it if I don't want it after I told them I already did that when I saw I was charged twice. The 2nd order I was charged for hasn't even been sent out and they won't refund it back or admit it was their error for charging me twice for 1 subscription. They give generic answers and do not even look into the issue. Their focus is just repeating that refunds will not be issued but you are not sending complete orders and are charging twice for 1 order.

  Business Response

  Date: 02/17/2023

  Hello, good day. We informed customer briefly on subscription option that was selected. Customer has a recurring order for every two months. We recently had a sale and our website was completed sold out. Our subscription option is automatically submitted in our order system because our inventory shows 0 products available customers were not charge on the specific date they set for the subscription. However they received an email that there was an attempt to place subscription order in system but because products are out of stock the order failed. We restock our products and the first subscription purchase went through along with the new subscription purchase that was already scheduled to be renewed. We still had one soap bar that was out of stock and we issued customer a full refund for the missing soap bar. Customer request for order to be cancelled but per our subscription policy all sales are final. Terms and conditions check box has to be checked before customers can checked out confirming they agree. Customer receive both orders

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 18956828
  
  I am rejecting this response because: they admitted it was an error in their system that made 2 subscriptions be charged at the same time. Especially since they did not even have the product they should have at least canceled the 2nd order. I did not request 2 orders at the same time it was their systems error so why should I be penalized and charged twice. The policy is if I made the order there are no refunds, I did not make the 2 orders at the same time they did and they are failing to acknowledge the error was on their part and not mine.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/20/2023

  Our terms and conditions that appear before checkout for our subscription states there will be no refund for subscription items and an additional discount code cannot be used. Customer agree for automatic payment to be taken out for product that is on subscription. The item that customer subscribe to was out of stock on the day that the recurring order was originally set for. We restock products and customer was charge for the item when it was restock. We didnt charge customer without there knowledge because an automatic subscription was set up by the customer. We dont make changes to customers order once placed.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 18956828
  
  I am rejecting this response because: I have done automatic subscriptions for many companies. If an item is not Iin stock for several months they do not charge me twice in 1 week and still not have all the items restocked. You charged me twice just 2 send half of my subscription twice. I should have received a message that item is still out of stock and if I wanted to switch to another item. I should not have been charged twice within 2 days. That is the problem the company refuses to acknowledge. Where does it state in the policy that a client will be charged twice when an item is still out of stock? Where does it state order will still be sent out if you do not have all items in my subscription? Stop using the policy when what happened is completely different from a situation within your policy. Your system/ you were wrong to charge me twice and send out the 2nd order even when I contacted you before it even went out. The problem is being charged twice back to back within a couple of days for a subscription. That should never happen even if a product didn't go out for months. You obviously do not want to acknowledge the wrong and keep hiding behind a policy that does not discuss this specific situation. You did not send me any emails notifying me of any issues. If you are not going to acknowledge your wrong/ system mistake I do not even want to continue this. Stop hiding behind policies that are not specific to every situation.
  
  Sincerely,
  
  ***********************