Lulu Guinness Reviews 404

WONDERFUL customer service! I have never received such attentive customer service. Nikki is the absolute best! I was having issues with the package delivery so I contacted customer service and was so fortunate to correspond with Nikki. She followed the delivery process every day for me to ensure proper delivery. I can not express enough thanks to Nikki! I highly recommend Lulu Guinness. Not just for the fabulous products but also for the outstanding service. Many thanks again to Nikki!

Fantastic service and products. Customer support team who listen, react quickly and actually care about the customer. Highly recommended. Happy customer.

Well what exceptional customer service from both Daniella and Nikki - I doubt I could recollect a time when I have had better customer service. My queries were dealt with politely and efficiently prior to my order arriving! My order has arrived and all of the purchases I made in the amazing sale are stunning!

Very poor sustainability credentials and poor customer services. My bag has a missing little lips stud, but is now out of the 12 month warranty. I requested to pay for a replacement little stud to be posted to me. I was told that this is impossible! Dealings with customer services involved lots of cut and paste responses, and directing me to a repair company which says it does not have any of the little lips studs, so can't repair the bag anyway. An expensive bag should last longer than 12 months, particularly when barely used. It's 2024 folks! Lulu Guinness needs an overhaul of sustainability policies. Are Lulu Guinness bags just fast fashion destined for landfill when over 12 months old?

I emailed Lulu Guinness Customer Services explaining the fault on the Dylan small handbag and quickly received a response from Daniella. Within a week I had returned the item and received a new handbag. I was very impressed with Daniella who I dealt with by email and telephone, she was professional, courteous and helpful. I love the Lulu Guinness products in particular the Dylan small handbook and look forward to seeing more colours. Thank you Daniella and Lulu Guinness

I returned an item by the FREE Royal Mail 48hr tracking service (which was easy to do on the Lulu Guinness returns portal)
When I tracked my item 6 days later it was still in the Royal Mail delivery hub.
I contacted Lulu Guinness customer services by email who promptly replied they would contact Royal Mail but would issue a refund immediately as they could see I had tried to return the item.
I think this is excellent customer service, Thank you.

I purchased a bag for my wife last year which she loves. It developed a small defect and I contacted customer services and was assisted by Daniella in customer service. She dealt with the return and replacement bag promptly and was very helpful. I congratulate Daniella and Lulu Guinness for their exemplary customer service. The should be very proud of how they value their customers and how they look after them when issues occur. They are a great example to other businesses of how customer service should be done. Thank you Daniella and Lulu Guinness. I will continue to return as a customer!

I recently ordered a bag and purse from Lulu Guinness for a special birthday gift. Sadly it took about 10 days too dispatch. Finally arriving too late. However I explained to my friend who was most understanding when I sweeted the upset with lunch out and flute of something french and sparking. However the colour and style just wasn't quite right for my dear friend so the return process started,and want a process it was! Only having a code option to return. I'm disabled and can only arrange pick ups. Several emails sent to ask for an address label. Finally picked up by Royal Mail at my expense. No choice and my only choice. Arrived in Corby from Hampshire in 3 days. Another week to authorise the refund. Another week to receive the refund. You only have 2 weeks to return LG items. Emails take 48 hours of response time. Time and red tape and technology discrimination doesn't ease any of the frustrations. Regardless of they high end products which frustratingly I adore does not live up in they after service or return policies.I will certainly rethink using LG directly again.

What an amazing team, so helpful even when the problem was not theirs. They gave their time and empathy to me.
Would I buy from them again? definitely! Products are amazing but the customer service is exemplary.

I have several Lulu items and I absolutely love the brand.
Always good quality products. I’ve never had any problems until recently and that’s through no fault of LG, and down to the courier being lazy and not delivering my parcel as they should have.
LG were quick to respond and sort the issue, sending another out immediately which arrived next day.
Will be ordering again soon!

I’ll be honest, debated ordering online because of some of the negative reviews on here if I’m honest but I think if a company replies to issues highlighted by customers via Trustpilot it adds credit and they do.
As an owner of an online business, I know how damaging a poor review can be and sometimes they are totally unjustified. Not always, but sometimes. Sometimes people just like a moan and the best ones are those who give 4 stars and then write a glowing review! I guess they want to leave room for improvement!

My own experience of this company has been abolutely outstanding. The order was dispatched the following day with tracking sent by email. Returns details were inside the package in case I wasn’t happy. I received a top quality product! It was stunning. Delivery was fast, tracked and securely packaged. No complaints here!

I ordered a bag charm and it is such good quality and exactly what I wanted. The package was well wrapped and presented beautifully.

I can only praise Lulu Guinness. Thank you!

BLACK I LOVE LULU FELICITY SUITCASE. I ordered this on the basis of the dimensions given H43xW36xD18. I was so disappointed when this beautiful suitcase arrived and I realised that the web site failed to mention that these were the internal dimensions, the external dimensions are actually H54xW36xD21 and too big for Easyjet underseat bag

I contacted L G customer service about my Hillary bag: "I love the bag but I’m afraid it has several faults. The leather is very thin and has cracked and peeled off in several places. This is most apparent on the handle where the plastic supports can be seen but it has also happened at the top of the bag where the handle section joins the main body of the bag whilst the seams remain fine. Please refer to the attached photos. They show the leather issues and also show the general state of the bag, so you can see that it has not been mistreated.

I cannot address my concerns to the shop because they have since ceased trading, so I am contacting Lulu Guinness directly".

Reply from Sophie: "If you bought your Lulu Guinness item from a store or retailer other than Lulu Guinness boutique stores, it would have been under the store's Terms of Sale. To resolve your claim, you would need to contact the store where you made the purchase directly".

It's a bit tricky to contact the store which is no longer trading. Isn't it?

Well, you probably know better.

Love my beautiful bags!!! They are gorgeous! Shipping was fast; customer service was excellent and the quality is amazing. I’ll purchase again.. and again 🫦

Purchased a Lulu Guiness bag..WOW..come to mam!...beautiful...real quality leather..perfect size..amazing colour of blue.. arrived well packaged with adorable dust bag...so much so I photo'd it and sent to alllll...Im feeling very fortunate.x

Have been a customer for many years, first found them in Cheshire oaks store and was gutted when that closed down.

Since then have bought their products online.

Recent purchase was a handbag (for a birthday gift for my wife) and it arrived late. Not ideal but these things happen. However what happened next is what caused the negative review.

They sent me an email the next day linking to the same handbag but with £43 off. They’d literally delivered the bag, then sent me an email telling me it’s now cheaper! All within 24 hours!!

I reached out to their customer service team and asked for either a refund of the difference or the same in vouchers.

They said no. I have to send the bag back, wait for refund, then order again. Not only is that a waste of their time (and mine!) but also means id not have handbag in time for wife’s birthday.

I asked them twice why they couldn’t issue a voucher of the difference in value but both times referred me to their T&Cs.

Such a shame as my wife loves their products but seriously will think twice of purchasing from them in future.

Through the fault of the carrier my purchase was not delivered and returned to Lulu Guiness When I contacted the customer service team at LG to inform them about the situation they immediately took action to resolve it
I’m delighted to say it was resolved within 48 hours
Throughout the process they were very courteous and helpful Excellent customer service ⭐️⭐️⭐️⭐️⭐️

I’ve always loved the quality and quirky designs of Lulu Guinness. Had an issue with my loyalty voucher and I am very impressed with the service I received from Daniella. Thank you once again!

2 orders in 6 weeks: Loved my first purchase (shoulder bag) and then decided on a Crossbody. Contacted CS to ask status of 2nd order. It was discovered that the shipper lost the item. My LG contact Daniella got things moving in the right direction for me and then expedited shipping and no extra cost to me. I will always pay up for good customer service. A job well done (and I like the newest bag, too)!

I bought a gift card, which is emailed to you, but in a rush put my email address in incorrectly. I sent an email explaining what had happened (around 7pm) and gave my correct email (it was hotmail that was spelt incorrectly so they knew it hadn’t gone to someone else) and I got a reply first thing in the morning saying it had all been sorted. They didn’t ask for any additional information or screenshots or proof of purchase, it was all done from the first email and I had my email with my gift card in already waiting in my inbox. Super fast reply, Daniella was friendly and she sorted my concern, it was really easy to do without any additional back and forth and I didn’t feel stupid.
Thank you for fixing my mistake so quickly and efficiently.