Review Time
Lulu and Georgia takes anywhere from 2 days to a week to reply to customer service issues, and does not have a phone number to contact a human. Sometimes, I'd wait two days or more to simply receive an automated "we haven't forgotten about you" message. They are completely out of touch with the modern day customer service experience, and apparently do not have the humans needed to support their customers. The furniture is mostly just items that you can find at other online vendors, often for less (with free or low-cost delivery and prompt customer service). I realized this too late! I gave up trying to resolve my customer service complaints with this company, and filed a claim with American Express. I will not shop with this company ever again, and wonder how it can possibly stay in business given how poor the experience is for the consumer. In a nutshell, this company overcharges for middle-of-the-road products, has nearly nonexistent customer service, and takes zero responsibility for who they select as delivery partners. UPDATE: Interestingly, I received a reply to this TrustPilot review from Lulu & Georgia in about 12 hours, prompting me for more information (as if they don't have the entire transcript of my two week attempt at getting help via email?) and to "determine if my report is genuine." Despite the amount of time I've already wasted on headaches with this company, I'll spend a few more minutes validating my experience if it means that others can make a more informed choice about who they shop with in the future.If they responded to actual customer service issues this promptly, maybe I wouldn't be on here sharing my experience. This is literally the fastest I've ever heard back from this company.
Ordered two chairs, total price of $2,700 after tax and shipping. Order date was beginning of May, with an 8-10 week shipping date. After multiple delays, I now receive a notification that my order MIGHT be ready to ship by the end of October!What was once a moderate amount of time to receive my expensive pieces, now has turned into an absolutely unacceptable length of time to have that amount of money taken out of my bank account with nothing to show for it. They did refund half the shipping cost with the previous delay, but that is a paltry amount compared to the value of the chairs that will likely take at least 6 MONTHS from purchase to arrive at my home. Maybe I will get them sometime in 2025. If this delays further past October I will have no choice but to chargeback to get my money back and order some chairs (from a different company) that will actually ship to me.EDIT 9/2/2025: The "partial refund" noted by the Company below was only the shipping cost. No discount was offered on the price of the $2,300 chairs.
UPDATE: After the first customer service agent refused to help after multiple emails back and forth for days. A second agent reached out to me after seeing this review. They offered a partial refund for my shipping costs. I appreciate the outreach but this is how it should have been handled originally. Damaged table on arrival, no expedited replacement, no compensation, and unhelpful communication. Reviews about delays and poor quality were accurate—wish I had listened. Will never purchase here again and urge others to avoid this company.
Update: Since posting this trust pilot review a Lulu and Georgia customer care specialist contacted me and apologized for the delays in responding to my issue. They said they have shared the picture of the poorly packaged item with their supplier and they have issued the full refund that was warranted. I appreciate their effort to rectify the situation and have added two stars to my review.I bought a ceiling light fuxture from Lulu and Georgia and when I opened the box it was completely shattered. Amazingly the fixture had just been put in the box and shipped, no attempt was made to cushion the item or add any sort of padding or bubble wrap to protect it. I’m not surprised that it arrived broken. I contacted them immediately and sent a picture of it exactly as it was in the box. They said they would get back to me in two business days. It has been over that time and they have not gotten back to me, I tried to return the item only to get a message saying that I have to contact customer service and send them a picture, something that I already did immediately after I received the broken item. The ball is now in their court, they have the picture and they need to allow me to return the item. I’ll keep you posted on this, but so far the Customer Service is extremely disappointing. There seems to be no way to get in touch with an actual human being.
I ordered a doormat in August of 2025, and six months later, after numerous "shipping updates" I had still not received my order. It was very frustrating not to be able to call and talk to someone about it. They don't have a customer service phone number. I finally requested a refund and am still waiting for it to appear on my credit card statement. I do not recommend ordering anything from this company. Never again.
I really wanted to love this shelf, but the photos are incredibly misleading — it doesn't sit flush against the wall, and the scale looks totally different in person. I bought both sizes and was planning to use them in a newly renovated space, but construction delays meant I didn’t open the larger one until just outside the 30-day return window. It’s completely unused and still in its original packaging aside from being unboxed.I reached out to customer service explaining the situation and asking for store credit, but was met with a flat “no” after waiting over two days for a response. For a $120 shelf, I expected higher quality and more understanding. I’m keeping the smaller one, but regret this purchase overall. I'm very much inclined to never shop here again and to tell my family and interior design friends to avoid.
Lulu and Georgia is an absolute joke. I have been given false expectations from both the design team and support team with respect to estimated ship dates and my furniture is now arriving months later than the anticipated delivery date. I can’t get ahold of anyone via telephone and communicating with their customer service staff via chat is infuriating as they don’t know what is going on. I am so disappointed and will never order anything from them again.
The blanket I ordered looked nothing like the photos, and was of subpar quality. It also took a very long time to ship, and came in no packaging. Unfortunately, I didn’t return it within the return window, which I should have. But as I had waited so long for the blanket, I decided against it. About a year on though the blanket is basically unusable as it is very pilled. I reached out to customer service and there was nothing that they could do to help. I think this brand is overpriced and of subpar quality.
We have ordered several furniture pieces for a project, and almost everything has been delayed WAY beyond the originally promised date. A chair promised to be delivered in 8-10 weeks, now delayed by at least 13 weeks (past the 10 weeks originally promised). A coffee table promised to be "in stock" and delivered in 5-7 days, now delayed until October. There is no phone customer support, and if you are able to get someone on the Chat support, they just cut-and-paste the expected dates from the website - even when they are completely wrong. They seem to have nice stuff, but their customer service is a total joke.
I would strongly caution potential buyers from purchasing items from this company. Be prepared that if you receive a product with a significant flaw, their customer service may not provide the resolution or support you expect.My Lulu and Georgia rug has been an absolute nightmare to have in the house due to severe, unprecedented shedding. This is not typical "normal" shedding for a natural fiber rug. The fibers come out in such massive quantities that they ruin my clothes and create a constant, pervasive mess throughout my home. My frustration was compounded by a customer service approach that felt both dismissive and contradictory. Despite providing detailed explanations and multiple photo/video updates clearly demonstrating the extreme shedding, my concerns were repeatedly ignored or downplayed. Initially, customer service representatives consistently reverted to boilerplate responses about me not understanding what "normal shedding is for natural fibers," and even suggested I wasn't vacuuming enough to manage the issue. However, after reaching out with an update on my rug, I was then told I had been vacuuming too much, which could prolong or worsen the shedding. This conflicting and confusing advice left me bewildered.A product that sheds to this extent and receives such unhelpful, contradictory customer service is not what I expect from a reputable retailer.
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