"What an amazing team"

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 love Lulu Guinness"

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!

"Honest (positive) review. "

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!

"Larger than stated on the website BLACK I LOVE LULU FELICITY SUITCASE"

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

"Customer service can't read or don't want to"

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!!"

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…"

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

"They emailed to tell me the price dropped day after they delivered item"

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.

"Customer service review"

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 ⭐️⭐️⭐️⭐️⭐️

"First class service and product!"

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!