Lulu Guinness Reviews 404

I recently had a problem with a purchase from Lulu Guinness and contacted them with my concerns. My mail was responded to immediately and then within 24hrs my concerns were addressed with a more than satisfactory outcome!
Thanks for great Customer Service !

Customer Services were brilliant! They dealt with my query really quickly and I am very grateful, especially Daniellla, who was really kind and caring.
Thank you all very much.

Bag not that great. Returned it virtually unpacked. Taking soo long for refund. Customer service don't pick up phone. Never again will I use this.

Absolutely love my BLACK RIVA FRAME CLUTCH bag!! And awesome customer service also...whenever I have questions, all my emails replied promptly thus helping me to decide on the which bag to buy...it's so easy having a piece of mind knowing what I've purchased plus fast arrival too.
The bag is beautiful ,awesome product!!! Love it love it...tq so much !! I wl be back for more..

Save your money for a bag that functions and a company that respects its customers
I have had decades of fun buying and enjoying Lulu Guinness handbags, purses and accessories. All without fault until two years ago. Within a couple of months of careful use the clasp snapped off my Esme bag - I contacted Lulu Guinness customer care and supplied them with clear photos of the fault. They replaced the bag and I was happy the hassle of emails, photos and returning the faulty bag was over.
Life events took over and my replacement Esme sat in its dustbag unused until the summer of last year and by December the same fault appeared. Now I had a replacement bag with the exact same fault (so much so that the photos looked like they were the initial ones I had sent) I thought I would just cut my loses on a bag with such an obvious manufacturing fault and in early January I requested a refund.
I did everything customer service asked for and was just fobbed off with a generic “past our 12 month warranty, here’s a company that we trust for repairs” reply.
I sent them another email with my gireviences that the issue with my Esme Saddle Bag appeard to be due to a manufacturing defect, which I believed renders it not fit for purpose or of satisfactory quality (as per my consumer rights under the Consumer Rights Act 2015. - I understood their warranty period has lapsed, but consumer protection laws ensure that items must last a reasonable amount of time based on their quality and price.)
I was responded with a very wishy chat-gpt like reply with an add on that they would be happy to review with additional photos or information.
I took the time to collate the photos from the original bag and the replacement which were exactly alike in terms of the fault and I also took and sent photos of a bag that I have used extensively for more than a decade with the same clasp that was intact, I also included a screenshot of a one star review on trustpilot that someone had left which had an Esme bag with the same fault. I was confident that this would be enough clear information for Lulu Guinness to accept that it was their responsibility to refund me.
Within an hour I recieved another copy and paste email this time asking me to not contact them again. "As this is our final position on the matter, we kindly ask that any further communication be directed to the repair specialist above.”
I have emailed them asking for confirmation that they understand that the two photos are of the two separate bags with the exact same fault. I have not received any confirmation from Lulu Guinness.
I can only assume this is their new business model - faulty bags and cut a paste customer service, which is not what their prices reflect. Save your money and your time and buy elsewhere.

Update February 6th
As if to prove my point that they have a "cut and paste reply" model for customer service, no one from Lulu Guinness has been in touch with me via email.

I purchased the Millie backpack in July 2024 and after approx 5 months of usage (started using the bag at the end of September), the front zipper pull came off. I reported this to Lulu Guinness who asked for some clarification and photos of the zipper, which I provided. Following this, they asked for pictures of the entire bag which I also provided. They then emailed me to let me know that they would be unable to refund or replace the backpack as they considered there to be significant wear and tear on the bag. Despite me disagreeing with this assessment and clarifying that I had only been using the bag to carry my laptop and some essentials, they remained adamant that they were not going to offer me a refund or replacement. Additionally they told me that they had not received any complaints from other customers, which suggested to them that it wasn’t a manufacturing issue or design flaw. I don’t understand how that could be the conclusion as there are many reasons customers might not reach out to complain. They did offer to refund 10% of the bag price to contribute to a repair cost that I would need to organise myself, I calculated this to be about £14. As I wasn’t happy with the response received, I asked to speak to their complaints department. I was told that because of the small size of the company, there isn’t a complaint department and that this would be escalated for “further review”. I was also told not to contact them any further regarding the issue. I very rarely leave reviews or even contact customer service but I felt that for a bag of this price, it should be more durable and last longer than 5 months. More so, I have never been asked by a company to not contact them anymore - that was disappointing. It’s a real shame this happened because I still love their products but unfortunately I won’t be purchasing anymore in the future.

***Ive also noticed from the response to other reviews that they often mention a 12 month warranty. This was not mentioned or offered to me at any point in my correspondence.

UPDATE: 23/01/25

Lulu Guinness have emailed me to say that they value customer feedback but aren’t able to offer a refund or replacement.

I resceived a Lulu Guinness handbag as a Christmas present and it got damaged after only one use! I would expect this from a SHEIN bag but not Lulu Guinness.

I was so excited when received this product and after just one use I’m disappointed.

The worst mug I’ve ever used. Left home with hot coffee in ten minutes thrown away cold! Lulu Guiness mug bought in waitrose.
Pretty but useless. I’ve written to them but they mugged me off blaming waitrose. Bears their name their design but they blame the shop that sells it

Excellent customer service.
Had to return an item and email was dealt with immediately with absolutely no trouble at all.

Gorgeous products and excellent customer service. I had ordered the wrong size and they dealt with the issue very promptly.

Ordered the seapine Cole bag on boxing day and it arrived today!! Excellent service, gorgeous bag and also great sale too!

Although I didn’t get what I wanted, it was sold out. I contacted customer services, to ask when the item would be available again. I got a very quick response and the answer to my question. Given the quality of customer service, I would not hesitate using this company

I bought the red Lulu Guinness lips suitcase . OMG its totally amazing in looks and quality.
First time buyer and there was an offer on but I didn't receive it as I read it wrong.
I contacted customer service and they were straight on it and have sent me the offer great service thanks.

I bought a black leather saddle Esme bag and have used it, carefully, 3 times and the magnetic clasp is coming off. I contacted Lulu Guinness customer service and was given the name of a repair company to send my bag for repair, at my expense, as it was outwith the 12 month Warranty period. This is a clear manufacturing fault with my bag and any decent company would see how good the condition of my bag is and that the clip was obviously faulty. As a loyal customer who has spent a great deal of money on this company, I am thoroughly disgusted with the lack of customer care and will never buy anything again from them again.

Brill fast response to my query. Was very satisfied with Danielle’s help to helping me source the purse that had been continuously out of stock and managed to secure stock. Very much appreciated the help thank you Elizabeth

Wrong item sent to me. I sent it back straight away. Took a week to respond that it had been received. Chasing my refund and told they need to ‘unpack and quality check the order’. Seriously? Customer service is non existent. Finishing your replies with warm and fuzzy comments does not get my refund. Never again

Fabulous customer service, they dealt with my query quickly and offered a thoughtful and empathetic solution to the problem. The customer service truly reflects the amazing brand that is Lulu Guinness.

The Lulu Guinness Suitcase saga continues…. As a result of the stress of the delivery of the order with incorrect details placed by Lulu Guinness dispatch I had a day in hospital. On my discharge I requested the collection of the order.which Lulu Guinness arranged. It has been picked up. Over 6 days ago. Lulu Guinness Customer services are unable to confirm receipt of the order. And when they do it will be a further 14 days whilst they check the condition of a suitcase which has not been out of its box!
Nikki their representative is certainly perky in her responses. The company attitude is totally detached and uncaring. They don’t answer the telephone nor is the chat not working. Messages left on answerphone are ignored.
The old addage is buyer beware… it’s certainly true in buying from Lulu Guinness Ltd! They take your money and have no moral duty if care.

I have had two pair of their eye glass frames and both pair have had the hinge break on the temples and of course I was past my 1 yr warranty by a few mths. So frustrating because they are expensive and I have glasses that are over 5+yrs old that I didn't have this issue. Beautiful frames but I will not be buying them anymore. Please fix the quality so frames can last longer than two years.

Had an issue with an order and this was resolved in a polite and timely matter. I'd recommend buying from this company as if you did have any issues, the customer service aftercare is great and very fair. I'd have no hesitation buying from Lulu Guinness again in the future. Keep up the good work.