Lulu Guinness Reviews 404

This company is fantastic, the products were shown as out of stock on their website but they checked to see if any left and i was able to buy one within an hour after my call to them! What fantastic customer service and I was so over-joyed as I really wanted the bag and thought I had lost my chance!

I love Lulu Guinness and treasure the bags I have from there. I recently bought two and decided to return one as they were similar, and I was genuinely impressed with the process. Easy to print label, free return, pretty quick refund AND they return your postage cost for the purchase. So few retailers offer that now and it’s such a welcome touch.

I'm incredibly disappointed in the standard of customer service.
I ordered an item on the 1st of February and its now the 6th of February and no dispatch notice.
I've contacted them several times with one reply just saying they will let me know when it will be dispatched, no apology. Since then nothing. Its a present and the date will be passed now so have to buy something else. Awful company.
The reply below promised a token something for the terrible experience. Surprise..it never arrived!

Ordered an item online and received a different item. I emailed costumer service and they informed me that I had to return the incorrect item first and wait for it to be received by them or show a proof of return before they will deliver the correct item that I ordered. Their mistake cost me to go to royal mail to process returns and when I asked if I could at least get a refund of just the delivery fee since I had to go out of my way to return an incorrect item because of their mistake, they ignored my email. When I emailed them with a proof of return and asked at least for expedited shipping, they instead responded with a screenshot of they’re “current delivery policy” and even said that the delivery may be delayed because if high volume of orders. Rubbish and unhelpful. I ordered 19/01 and item just arrived today.

I had slight issue with an order, missing items. Never happened before, I think it was possibly down to the fact I had ordered two each of the same items.
I contacted the customer care team, yesterday,1st February, spoke to a very helpful member of the customer care department. Today, I received the replacement. Excellent service.

HORRIFIC CUSTOMER SERVICE! They simply choose not to respond to emails for USA orders. I purchased a bag that was damaged during packaging or shipping. They will not assume responsibility for this. It is new with tags!!! This level of customer service from an ostensibly reputable company is positively mind-boggling. I didn't ask for a refund, only a replacement. I've emailed 6 times without a response.

The Customer service both online and in store was of the highest standard everything about the experience dealing with the staff was pleasant and professional .

Lulu Guinness is wonderful, I have many of their bags and they are so unique they make me smile, several times I have contacted customer service for a new strap or a replacement for something, and it's done with no charge, I'm a happy old bag woman, thanks, Lulu.

Have bought from Lulu Guinness on a number of occasions and never had any issues. On this occasion the manager at King Street excelled herself and really went out of her way to find an item that was almost out of stock. She was very helpful and friendly throughout.

I recently placed an order of a purse for a friend to send off as a gift to her niece in Australia. The item arrived in lovely boxed packaging as expected, but the accompanying dust bag had a flaw.

I contacted Customer Services and received a swift reply to let me know that the item ordered didn’t normally come with a dust bag, however I could go to the store to collect a replacement if I wished.

I visited the Covent Garden store and collected the replacement. I couldn’t resist having a cheeky look around the store and I enjoyed a lovely chat with the Store Manager.

I really rate the customer care from Lulu Guinness. Some of the bags are considered purchases, but you can be confident of the quality. All LG products have a 12 month guarantee. I got my beloved Daphne handbag repaired when one of the rivets came off. It’s still going strong and it looks as good as the day I bought it!

Superb company, I ordered a travel case on Tuesday and it arrived Wednesday morning in time for my weekend away. I didn't pay for next day delivery so I was delighted.
My travel case is GORGEOUS, it is bright red and looks and feels luxurious.
I wil definetley purchase from Lulu Guinness again

Excellent quality products and outstanding customer service. This is my go to retailer for bags and accessories.

Customer service second to none !
I bought a lip keyring to match a Valentina bag ( I use the key rings as handbag charms)
Lost the key ring as it must of come off the bag somewhere .
Of course - sold out now .
I rang hoping perhaps it was a possibility one would be hiding in a warehouse somewhere!!
The lovely lady I spoke to explained that there were 2 showing on the American website and she would try and transfer them to UK, which she did straight away and I kept checking, after an hour there were two back for sale and I nabbed one.
She was such a lovely lady …. SO helpful .
I feel very lucky as I know I have a replacement . I will be more careful with this one !
Janine

I wanted people to know how wonderful and helpful this company are, I purchased a nano lips clutch bag it came with some scrapes on it I emailed them not only did they give a full refund but told me to keep the bag as well, where would you get such great customer service not only a refund but keep the bag I wanted to say a big thank u to lulu Guinness for such a king gesture which I was totally not expecting ❤️

My first order at LLG. As they are transitioning warehouses their website stated 5-7 days delivery. The order arrived within 48 hrs. Packaged beautifully with both items in 1 package. I am very impressed and will order again for sure.

I bought a vanity case and matching cabin spinner which was received in excellent condition and very well packaged. Really pleased with the quality of the products too!
Would also like to say that LG customer service is excellent as I had placed a smaller order which I wanted to cancel as I had decided to buy more things. LG replied to my email within a few hours and when I contacted them again to ask if they’ve received the returned parcel, I was issued a full refund immediately with no quibbles. Very smooth transactions and would certainly buy from them again!

As ever aFirst Class Service from the team at Lulu Guinness. they contacted me letting me know that there was a delay in delivery ,ten mins later the parcel was delivered!!! GLF.

Excellent Customer Service
First Class
Thank you

Lovely website to use. Great photos, clear descriptions. Easy checkout.
Products are beautifully made and just drop dead gorgeous.
I've made good use of the sale I must say, All for my daughter though (xmas isn't that far away)
All items come well packaged and delivered on time.
Guess it's about time I treated myself to a little something!

My husband ordered a clutch bag & card holder as a surprise for me, I couldn't believe it arrived the following day. The boxes they came in are beautiful themselves and when you open them you will not be disappointed. The quality is spot on for a prestige company, you couldn't see any flaws in either in the product. I treated myself a few weeks ago and bought a purse which again is beautiful, you could tell it was genuine and flawless. I'm saving up now to purchase a handbag. Highly recommend Lulu Guinness products.