Lulu Guinness Reviews 404

I wish I read the reviews here I totally agree with people pointing out the non existent customer service! I had dealt with a woman called Daniella who's is meant to be the customer "experience" manager she doesn't want to be addressed as customer service manager! She is absolutely unhelpful and and simply refused to help! There's a reason why Lulu Guinness is going down the the drain and it's not the products it's the service which is led by someone who doesn't want to do her job properly.

Five stars every time. Adore the products but also have come to rely on efficient and charming customer service.

This company is an absolute scam. Orders are subject to massive delays with little to no communication, and when items finally arrive, they are often faulty or not as described. Customer service is completely unhelpful, they refuse to assist, avoid accountability, and won’t escalate issues no matter how serious the problem is.

It gets worse: after initiating a chargeback due to their negligence, they had the audacity to sign me up for their mailing list without my consent. Despite multiple requests to be removed, their legal team has ignored every attempt at contact.

This behavior is not only unethical but very likely against the law. I strongly advise others to stay far away from this company.

Yesterday I received the delivery for the silver tote bag.
Bearing in mind I own 2 lulu 👄 totes allready I was really looking forward to seeing this shiney silver tote. Upon opening it today I see it's covered in Scratches.
It looks awful especially the one on the front of the bag
Waybill no 2727751832

Purchased the large MULTI WATERCOLOUR LIP OH LU LU LARGE TOTE BAG and used it once and the stitching has become detached at the top which holds the inner pocket in place. The customer service dept asked for detailed photos of the bag and of detachment which I supplied.
Their response, "it is as a result of light wear", I had told them I used it once so not light wear it is a defect in the stitching.

These bags are certainly not the quality of Longchamp and I recommend you purchase elsewhere.

Tried to order Dressing gown.
For my daughter's birthday.
Item was on sale with extra 20/ off.
It would not accept code . contacted customer service.aftera few emails was told it was on selected items.
I think this is misleading.

I received my new pink and navy striped dressing gown today. It's absolutely lovely, soft, fluffy and gorgeous bright colours, not muted or dull. The fit is just right and true to size. It's the best dressing gown I've ever bought.

Received my beautiful leather trainers today .Brilliantly packaged in a stylish box, including extra set of laces . I love them, the look and fit are perfect . Very happy a quality product . Thank you .

Very disappointed with this company. After paying nearly £300 for a bag, to then be sent an invoice from DHL for custom charges? I live in the UK? Why is there no mention of this on your website? I’ve had nothing but hassle trying to pay the bill to DLH! Honestly, you even stopped replying to my emails? To anyone reading this in the UK, do yourself a favour and give this company a miss… I will never purchase from you again and have happily shared this with my network of friends and family… shocking service and certainly NOT a premium brand or experience… please don’t bother replying with the usual “Contact us” already tried that and basically got nowhere…

For a while now I had been looking and searching for a very large, spacious and sturdy tote bag that I could use for work and college, a bag that could actually structurally last for a long time.

After searching and looking through a variety of websites, I came across Lulu Guinness and I was very impressed by the variety of products that there were selling, especially the iconic lip design bags, but what I loved most about the products was the design structure of the bags, especially seeing some of patterned prints on the bags.

But I did come across a bag that I really did like which was the Black Multi Flurry of Kisses Tote Bag. I love the flurry of multiple kisses design pattern, I just thought it was a little different to what I have seen. The bag is very large and spacious, there is just so much room that I'm able to pack and store everything that I need to take with me to work and college, so this bag just ticks all the boxes for me, plus they were selling this bag at a bargain of a price, only £20!!

Lulu's customer service team was absolutely fantastic as they kept me regularly updated with my shipping and tracking information. My bag did take about a week for it to be delivered, which I didn't find it to be too long of wait, but I can say that there were no hiccups or issues with the delivery.

I absolutely love my new bag and so much so, my mum has actually bought the same bag as mine not too long ago. I have received so many complements on this bag from my work colleagues, they are all asking me where on earth can they find this bag and so far 2 of my work colleagues have already placed an order for this bag.

Very, very happy and extremely satisfied shopping with Lulu Guinness and I will definitely be shopping here again.

I bought two Lulu Guinness tote canvas bags advertised in The Mail on Sunday magazine. Well made, spacious bags. Excellent quality. Despatched and delivered in time stated. Have no complaints

I had an enquiry for Lulu Guinness. The response was really quick, no waiting in a queue for a reply. Great company to deal with .

I wish I had read the reviews on here prior to placing my order. The products arrived in a reasonable time but were not what I was looking for, for one of the bags my purse was the only thing I could fit in. Tried to return the products which was not straightforward as the system kept saying it didn’t recognise my order number or postcode, eventually sorted that. Received an email to say goods had been returned and then nothing, chased and got no response, chased and got an AI response saying a “human” would be intouch, nothing, chased again nothing, chased again today saying unless my refund was received today I would contact trading standards. Awful experience, I will never order from them again

I accidentally used a cancelled card to buy From Lulu Guiness so wasn’t sure if I would receive my purchases. I contacted them and the customer service was first class. They cancelled my order and sorted everything out for me so I could repurchase with the correct card. I’m a very happy customer

I can’t give feedback on the item itself as it still hasn’t arrived. I placed my order almost two weeks ago and have not received a single update or email regarding its status. I was aware that delivery to the UK takes 5–10 business days, which should have allowed plenty of time for my order to arrive when needed — but we are now past that timeframe with no communication whatsoever.

I contacted the LuLu Guinness care team several times and only received automated, unhelpful responses referring me to the terms and conditions. I simply wanted reassurance that my order would arrive on time and an explanation for the delay. The live chat is also unresponsive.

For such a well-established brand, the lack of communication and poor customer service is extremely disappointing. Shipping times are slow, and the experience has been frustrating from start to finish. I will not be ordering from LuLu Guinness again. I am still waiting for a proper response — at this point, I would just like a refund.

Waiting for a refund - have emailed, live chat bot is rubbish, no phone number to ring. If anyone sees this my order no is UK290596 - refund please !!

Three days after placing my order I had heard nothing.
I sent a query only to receive a stupid response. “ At present, the order is still twinkling in our system as "unfulfilled," which means it hasn’t been shipped just yet and there are no tracking details available right now”
After a further complaint I was advised it was being processed that day, why did I have to complain to get a response?
Then to aggravate matters I saw I could have purchased the same bag in Waitrose and saved myself £5 per bag and the cost of the shipping!

Lovely bags but worse customer
Service I’ve experienced . I mistakingly ordered a bag twice, when I contacted company to cancel one I was told I was to late it was already on system !
So I returned one via Royal Mail and obtained postage receipt the price of this bag was £111 . I received email two weeks ago confirming return had been received with correct order number etc
I contacted customer care on Friday to ask about my refund I sent copies of their confirmation of return etc
I have now received £24 refund for a completely different order a deficit of £87 and in spite of the confirmation I received they say there is no record of this order !!
I will never buy Lulu guiness
again the bags are beautiful but after service terrible !
In past two months I’ve bought six bags and only returned this one .

Nice bag, probably not worth £20 and gutted that friend was here when it arrived and said the identical bag was £15 full price at Waitrose and she had bought it very recently half price in there for £7.50 .

Unfortunately I can only give one star, as I had to cancel the order 9 days after it was made due to an issue that led to a majority of the orders being recalled (LG said a DHL issue, DHL said it was an LG recall so I don't know who is correct) and so missed the date I needed it by to take on holiday. I ordered on 31/7 and on 8/8 after emailing customer services to find it where it was, I was told the original order had been returned and my order was being sent out a second time, I cancelled. The only option for delivery was £6 for 2-3 day delivery.

I suspected something was amiss when I started to receive 'how to care for your new bag' emails and a quite specific feedback request about the delivery experience before I received the actual parcel. Going online I saw a lot of confusion from people who had also ordered the same thing but who haven't been told that there was a delivery issue although they had been waiting a week for their purchase, despite having paid the £6 delivery charge for 2 to 3 days. Following my feedback that I hadn't yet received my parcel, was disappointed by this, and so couldn't provide feedback, I got a reply of what looked like a cut and paste email that there was a delivery issue and the bags would be sent out ASAP. It felt like the feedback request was a way of finding out who had and who hadn't received their orders without being transparent about the fact that there was an issue upfront. The fact I found out via a customer forum before the company themselves is not what I expect from a reputable brand.

To add insult to injury, I wasn't offered any kind of recompense for the delivery service that I have paid for and yet had not been provided, but I was offered free delivery off my next order which just added a really bad taste – to me it just said ONLY if you spend more money with us, will we make up for the bad experience that you've had this time - this is before the bag has even been sent out again! I mean, did I get delivery in 2-3 days as paid for? No. So a refund for that would be the appropriate thing to do. So instead I cancelled. And I'm only writing this review because I've received yet another feedback request for this order that a) didn't arrive within an acceptable timeframe and b) was ultimately cancelled.

Things go wrong, everyone knows this – but what really matters is how it's dealt with. Had a refund been issued for the postage I would've been more than happy to complete my order and leave positive feedback about how the issue was handled. However, then comes the confusing communications - asking for feedback on an order when you can see on your own tracking that the order hasn't been delivered, asking for reviews when the orders were cancelled that shows that things just aren't joined up. I know these things are often automated but even so, this still shouldn't happen. I do have to say that everyone I spoke to was really nice and helpful, but I don't feel that this was dealt with a transparent or appropriate manner, and so I bought my holiday tote elsewhere. This was my first experience of shopping with Lulu Guinness direct, so I can only base my review on that, however I don't expect to be giving them my business again anytime