Lulu Guinness レビュー 

Order number : Your order UK347796

Well I was very sceptical about using this company as I read some bad reviews but had promised my friend I would buy this for her birthday . I had read reviews regarding customer service and some products not being prefect but thought I’d take a chance .

The silver tote bag arrived quickly ( today) but unfortunately there are marks on the bag 😞

I’m really hoping that can this be resolved .
🤞I get somewhere .

Ps I would add photos but not sure how to do it

Very poor customer service from the customer experience manager of all people, way below Lulu Guinness standards.

Order No. UK333111 & UK333148

My first order UK333111 I cancelled within 5 minutes of ordering it at 3pm on a Friday I immediately contacted customer service via email, live chat and the contact form on their website because I wanted to re order and add more items.

Second order UK111148 was the updated order with more items added to it.

I had a reply on a Monday saying that they could not cancel as offices were closed over the weekend and it has already been dispatched and I should just refuse the first order.

I told customer experience manager that I cancelled it during office hours on a Friday she was adamant she can't do anything and the ONLY way is to refuse delivery so I get the refund on the first order. Next thing I know both my order was being returned to Lulu Guinness who claimed I had successfully "refused" delivery which was impossible as there was no attempt to deliver, I reached to DHL who confirmed the retailer had instructed them to to return it. Customer service who still claims I refused delivery changed their tone and said it was the warehouse who requested it to be returned when I sent them a screenshot of DHL's email confirming it was Lulu Guinness who gave the instructions.

At this point clearly the customer experience manager was on a power trip!

When I requested for CS to confirm it was the warehouse who gave the instructions so I could reach out to the Warehouse Manager, CS just stopped responding I guess they ran out of excuses. The ONLY way is to refuse delivery is obviously a lie! They did manage to instruct DHL to return it.

The only reason why CS decided to have the items returned to them halfway is because I questioned the customer experience manager's handling of the situation and got her feelings hurt and then claimed I had been disrespectful, I can provide our email exchanges to someone higher than the customer experience manager to prove my point but she also refused to give any contact details of people above her.

And as per Lulu Guinness' agent's reply here requesting for me to contact customer service to resolve the issue is laughable! Why contact them when they already stopped responding when I still have an outstanding query?

Customer experience manager has STOPPED responding to my query via email or contact form on the website.

Please READ and ABSORB!

There's a reason why Lulu Guinness has a very poor feedback, unfortunately I am one of the plenty who had first hand experience.

Avoid Lulu Guinness like a plague!

This company is fine if you want to order something and everything is what you wanted. If not they are appalling. They never refund until over 14 days after they have received the item back. Never a good look when a company holds on to customers money makes you wonder why! They don’t answer chats or emails if you ask where the refund is. I’ve been a customer for over 35 years loyalty means nothing to this company. How things have changed they no longer seem to value their customers which surely in retail is exactly what they should be doing if they want repeat sales! Sad.
Update. It’s pathetic that it takes a one star review to get a refund!

What on earth has happened to this wonderful British brand? Having been a loyal customer for years, I could sense something had changed, a quick investigation showed they had nearly gone out of business. Despite the lack of obvious quality with the website I wanted to continue supporting them.
I’ve taken delivery of a bad today that doesn’t match the description on the website, slightly annoyed but confident that a quick email to the customer service team would get a solution quickly, particularly when they can see how much I have ordered over the years.
Oh my goodness!!!! The customer service is terrible! The initial response was obviously AI generated which was obvious from the American spelling and it change times to tell me I was ‘confused’ about the delivery company! I have doorbell footage and tracking information and as advised to LG I am not prone to ‘confusion’ and it is them who are lying.
I was also told the website wording did not specify my query about the product, despite it not matching the website photographs.
It is with a great deal of sadness that I will be returning this item for a full refund, you expect joy with a new Lulu Guinness purchase and I will never experience that with this item after the way I have been treated.
I’m so angry as I have a vast amount of LG items and don’t feel like using them anymore as my relationship with the brand has been so badly tarnished.
I was shocked to come on here and see all the bad reviews, what on earth has happened? Whoever has taken over running this brand will destroy it.
I won’t be ordering anything in the future and no longer support their fight to survive, looking after your customers is priority number 1!

Absolute joke!
I ordered a “flurry of kisses” tote bag on 11th June. Order number UK336708 and their advert says 2-3 working days for delivery but 17 days later I am still without my order.
I contacted them yesterday about a refund and they tell me “my order still being processed” and therefore they cannot issue a refund!!
Disgusting customer service.
I thought dealing with a big, well know company that I would have no issues. But alas, I was incorrect!
Would never order from them again!

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 !!