"Ivy Tote bag"

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 Customer…"

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

"Perfect goods and perfect service"

Perfect goods and perfect service

"Customer service support"

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.

"No contact no refund"

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!"

Amazing customer service!
Sophie was so lovely 😊

"Possible issue with a purchase…"

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.

"Brilliant customer service"

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.

"I purchased a tote on Friday and…"

I purchased a tote on Friday and quickly discovered owing to a glitch I was charged twice . It was almost 5 pm but quickly called and e mailed Lulu Guinness to cancel one order . A lady called Sophie contacted me and advised the procedure to follow . Today Monday Sophie has contacted me to advise the order has been cancelled and a refund will be in my bank in a few days . 10/10 customer service .

"Great Customer Service!"

I had my eye on the Ella basket bag, but it was sold out for almost a year. I reached out to see when/if it would be on stock and the company was able to find one more! After some tech issues with the US site and some emailing, the customer service representatives were able to help me purchase it!

When it arrived, it was missing the earrings and they were not attached to the bag. I sent in pictures of the product and the company gave me a full refund.

Even though the bag wasn’t exactly as pictured, I am leaving a 5 star review for the wonderful customer service. Maybe I’m used to the poor customer service here in the US, but Lulu Guinness truly impressed me and made me feel valued through every step of the purchase. I will definitely order more bags from this company in the future!