Lulu Guinness レビュー 

The customers service is simply terrible.

The tone is very friendly but they copy paste generic answers to very specific questions.

I've asked for clarification due to a typo in website, complete disregard my query.

I purchased from them a second time and got some socks. Brand new from packaging I noticed they had a hole where the heel joined with the body. Poor quality control indeed, I contacted them.

They insisted I send back the pair of socks (£6) – rather than send me a full refund and let me keep the faulty socks as a point of good will – they're rather waste postage and have the faulty socks back which will end up in the bin to make a point. Very inconsiderate company. I've unsubscribed and will never buy from LG again.

I contacted customer care for advice on repairing the handles of an old, but well-loved bag. I received a very quick and helpful response with suggestions on where I could get my bag mended.

Bought the black Lip Quilt small Callie. Cannot fault ordering service and delivery was super quick. However I’m disappointed that the gold zip and handle clasps are now a high gloss gold, rather than the lovely antique gold of yesteryears (hard to see on LG website.) The lip pull is a leather tab rather than the luscious Lulu metal lip pull on my medium sized bag bought 7 years ago. Also in the details on website it claims this bag has metal feet that are absent.

I have bought 4 Lulu Guiness travel vanity cases for myself and as presents and I am very happy with them. They are great for overnight/weekend stays. I also use one as my small carry on case for flights! Great for my valuables and toiletries! So many people have complimented my Lulu cases, I wouldn't be without them!
Customer services where extremely helpful when I had a small issue with a strap and resolved the problem to my satisfaction.

I received my goods and they exceeded my high expectations - the details to attention is just wonderful. I ordered myself some luggage and was so happy with it, I bought more as a gift for my sister-in-law. One of my items was in the wrong colour, however, the customer service I received has been exemplary. Amazing products and perfect customer care! A shopping experience I most certainly will be undertaking again.
Thank you.

Excellent customer service, responding to and sorting out my query within 24 hours. Would highly recommend and will definitely purchase more in the future.

I bought bag is damage Company send email really bad
Hi Zahra,

Thank you for getting in touch.

I have passed on the images to our product team to assess for any faults and they have confirmed that this case would be classed as wear and tear. Due to the nature of the strap, this can start to soften and wear in high-contact areas with rubbing against clothing or sharp objects.

I appreciate that it is frustrating, however, while we use premium quality materials which is tested rigorously for quality and wear can occur in circumstances beyond our control. This is not a naturally occurring fault, and can only happen through wear and tear.

Due to this reason, we are unable to provide a replacement or refund.

As we carry a 12-month warranty with all of our Lulu Guinness products, unfortunately, this is now passed the warranty period, and has only been addressed to us now, if you wish to view our warranty details, please click here.

If you would like to see if it can be repaired, many of our customers have had a great experience using The Classic Shoe Repair Company Ltd in the past.

The company has been recommended in Vogue and undertakes repairs for many leading brands.

Contact Number: 0207

I'm sorry that I could not be more help.

Wishing you a lovely day,

Warm Wishes,

Daniella
Customer
T:+44 20 4538
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My first purchase and am delighted with all the items I received. A small glitch on one item which was sorted out by Daniella swiftly, so I am very happy. The delivery time is very quick.

My initial order arrived as an empty box and I was really worried that I wouldn't be able to prove it. It was a rare treat and I was gutted.......BUT..... it was quickly resolved and I was sent a replacement, which I love !

I ordered three items and each came wrapped perfectly, with particular detail to the zip and logos.
I returned one item and the returns system was easy to follow. Extremely satisfied with my purchases, well made and well designed.

Customer service was excellent, very efficient!

Excellent service from Lulu Guinness customer care. Sophie was awesome in sorting out the (self inflicted!!)issue with my order. Once I provided her with the relevant information it was all sorted in quick time. Thoroughly impressed, thank you x

My Ivy tote bag is absolutely beautiful. I am so pleased with it. Like me other Lulu Guinness bag, I know I will use it for years.
I needed help as I had made a mistake in the online ordering process and Sophie sorted it for me quickly and easily. Great Customer Service!

Helpful speedy response from Customer Services. Some info was missing from an item's description so I requested clarification.

Customer service support. Sophie was really helpful and helped resolve my issue in regards to the wrong item that was delivered as to what I had ordered. She explained everything very clearly and sent me all the relevant information needed in regards to what was required from me. The only negative thing was they each time you call and no one is available it goes to an automated voicemail service. It took me many hours until I managed actually to speak to an advisor and no response was made in regards to voicemail I had let. Other than that my issue was resolved quickly and efficiently.

I have been trying to get in contact via the telephone number listed... I have sent emails and several photos of my returns receipt.. but still no refund and no contact has to when I will be getting my refund.. I returned my items on the 23rd June..
Can't even get speak to anyone for help..
Really disappointed.. wish I never ordered from Lulu guiness

They have my email address and name already .. from when I ordered on line and paid ..

Update ..
Customer service have been in touch and have issued my full refund.. not sure what took so long but thankfully it’s been sorted now .. apart from this time Lulu guiness have always been a good place to order beautiful bags .. I was disappointed it took so long and it was so annoying when I couldn’t speak to a person.. but Sophie helped sort out my refund and I’m glad it’s all sorted .. so sorry about the moan before and thank you

Amazing customer service!
Sophie was so lovely 😊

I bought a bag and was worried about how the pleating on the leather was falling. Sophie from customer services came back to me immediately and, once I sent photos of the bag, she passed these on to the quality control department. As soon as she could, Sophie got back to me explaining that it was not a fault but just the nature of the leather and how to deal with it. I am now happy with the handbag and happy with the kind and thoughtful way that Sophie dealt with my issue. I would have been disappointed if the bag had been faulty and then sold out whilst my issue was being dealt with but understand that this is just the way it is in cases like this. The main thing is that the aftercare given by Lulu Guinness's customer service team was on point. Thank you.

Sent an email regarding the possibility of supplying a strap extender for my new bag. Although it was something they didn't have, they supplied me with multiple alternatives and ideas how to resolve my issue. They were clearly knowledgeable in the world of leather bags and were really happy to take the time to help me out when they could have quite easily just said nope, sorry.
Such a refreshing change to be treated like a human being, by a human being!
If this great service is a reflection of the company, I'll be purchasing from Lulu Guinness again.