CREDIT CARD FRAUD VISA... -------- They take small money many time from my banking account.
I was lucky to find 3 dresses from Lulus on Facebook Marketplace for low prices. The dresses are so nice and fit perfectly. I can not deny that their products have a good quality. They have a loooot of choice on their website and totally my style! I was so excited to buy more clothes from Lulus.
Unfortunately, this site is NOT AT ALL accommodating for Canadian customers. I should have read the reviews before. It cost me 280$ CAD for my order but I had to pay 100$ CAD for duties. It's waaaay too much! I'm use to buy online and pay duties, but it was never that much!
It's a shame because I love their products (it's true, it's good quality) and I was ready to recommend it to my friends (especially my bridesmaids) but at the end, it's too expensive. It is not at all suitable for Canadians customers.
I bought a dress (Melena Lavender Lace) that does not fit well - the sizing is a lot bigger than it says - and I'm not even sure I'll proceed to return it, after reading all the reviews from Canadians... saying that you wont receive the total refund.
So, think twice before you buy on this website! It's really nice clothes, but for the same price, you could find some nice ones as Lulus' around you and at least be sure of the fitting, of the final price and to be refund!_______________ EDIT____________________________________
I'm very satisfied with the customer service, sweet Kestrel reached me and made sure I had a good experience overall.
It's still not accomodating for canadian customers though and it makes me sad cause i loooove their products.
Hi Laurence,
Thank you for taking the time to leave a review! I am so sorry to hear of the difficulty with your order. I'm eager to provide a resolution, so I've reached out to you via email and phone in hopes of assisting with this.
In relation to the duties and taxes applied to your purchase, I truly apologize that these exceeded the expected cost. Customs fees such as duties and taxes are applied by the Canadian government when you import items. They are not related to Lulus, so we have no way to predict or control their cost. It's disappointing for us to hear that they're more expensive than anticipated! I want to help offset these fees, so I've refunded your original shipping and applied the highest discount possible to your order.
I appreciate you letting us know that the fit of the Melena Lavender Lace Backless Midi Dress was larger than expected; we'll be sure to look into this further so that we can take steps to address it within our inventory! I don't want you to have paid for an item you can't use, so I've issued a full refund for its cost. No need to return it to us!
At Lulus, we really value our customers and want to regain your trust in us. As a gesture of apology for the experience with this order, I've also issued a store credit to your account to help with any future purchase if you do choose to shop with us again. I sincerely hope this helps. If there is anything else I can assist you with, please don't hesitate to be in touch!
Have a great day! XOXO
Edited: Lulu's customer service immediately reached out and refunded the full price of the dress I returned. I am re-reviewing in order to reflect the immediate customer service recovery, which I really appreciate. I am thankful for their refund of the full sale price of the dress, but would still like to see more transparent policies on the website under the returns section, or at the very minimum, an email address in the refund automated message to which I could have addressed my concerns with the refund process. I would order again if the price is right, knowing that quality is not commensurate with a high-end department store. The dresses I kept are cute and I wish that the one I returned had worked out better for me._____________________________________
Original review:
I ordered four dresses from Lulu's at a total of $266 - of the 4, one was what I would call good quality for the price. The worst of the bunch came nowhere close to appropriate sizing (ordered based on their site's size chart) and was worse quality than I would expect from Target. When I returned the dress, they subtracted the entire value of my promo code from my return price, in addition to subtracting the return shipping cost ($7). I got a $32.00 refund for a $69.00 dress. I can't find anything about coupons being reversed when orders are returned, so the super low refund came as a bit of a shock. Basically I paid $234 for two sundresses and one low quality formal dress. Yikes.
I would expect them not to refund the full purchase price but at least equitably apply the promo code to all items from the order. I'm keeping the other three dresses since I'm in a pinch but certainly would not recommend this site to others.
Hi, Stephane! Thanks for sharing your concerns with us. We would love to get in touch regarding these charges! We do need a little bit more information from you in order to do this. Could you please email [email protected] directly with your first and last name? We look forward to hearing from you! Xo