Review Time
Lulu and Georgia should be ashamed of themselves. Either they have unrealistic definitions of what a “defective” product is, or they willingly engage in deceptive advertising. I purchased the Mahoe Oval Coffee Table from Lulu and Georgia on March 6, 2025, for a total of $2031.52. The images online where of a beautiful travertine coffee table in light, neutral colors, with no mention of variances. I received the table on March 18 and it was nowhere near close to the image of what I ordered and was far different than the reasonable amount of "natural" variation – it was a color-blocked table with a white top and dark brown, stark contrast, legs. It was awful. I rejected the delivery and they placed a new order. I received a replacement on March 31, and same thing, and a third on May 22, also the same thing. I requested a full refund, either to my original payment and/or store credit. They are refunding $1496.51 to my credit card and another $264.09 as store credit, for a total “refunded” of $1760.60. There is a delta of $269.92. The "store credit" was the "restocking fee", since they are claiming that the item is not defective. However, the item is clearly defective. If what I received wasn’t defective, then it is most certainly deceptive advertising. I would be more than generous and accept the delta as part of the "store credit", giving them the chance for suture business. However, I cannot accept this delta when this is clearly either a defective item or deceptive advertising. I have spent countless hours corresponding back and forth with the “CX/Customer Experience” team to no avail. They should be ashamed of themselves. This is the worst experience I have ever had with a furniture order, and I cannot believe I am being swindled by them. I guess this is what I get for blindly purchasing from a store I found advertised on Instagram and through various “influencers”. Please be aware that purchasing from Lulu and Georgia will be a crapshoot – you may or may not receive what something similar to what you purchased, and if you don’t, you will be out money for “restocking” fees and delivery fees.
Until they make it right, I can't recommend this company - the couch showed up wrinkled, lopsided, and out of proportion with the pictures shown online. I reached out for refund and return, and they're trying to claim it's a final sale item, when really, it is a manufacturer quality control issue that they need to address or better represent on their site.
I purchased the Kirk Table. After eight months the table leg cracked in half. The table nearly fell on my daughter. I reached out the customer service, they were no help because they kept saying they could not locate my order. What am I suppose to do with this $2,500 table?
Unless you want to spend all your time practicing patience, guessing where your money went, experiencing the most subpar customer service ever, go elsewhere!!! On 12/30 we ordered a bed frame, and the website gave an estimated delivery time of 3-5 weeks which lined up with the move in date so figured this would work well timing wise. In Feb they had not provided any updates on delivery date so we got in touch (via email fat chance if you think there is a number to call to speak with a human after spending $$$$$ with them!). Initially they said it’ll be two more weeks, then after that date passes with no comms from them, they respond to our emails saying it’s delayed and we will let you know once it ships, meanwhile none of this is communicated unless you reach out to them and ask where your items are. 10 weeks later the bed is delivered and they didn’t include the bed slats!!!!! The delivery company was baffled pointing out in the box where the slats should be showing me that the bed slat hardware was there but nothing else. So I have a custom bed that I cannot use, with a mattress leaning against a wall, and an automated email saying lulu and Georgia is experiencing high volume of support requests and will respond in 2-3 days. Spend your money elsewhere!!! It’s not worth the frustration.
I special ordered an upholstered sofa in lux performance velvet. The website claims the work is done by a skilled artisan. The sofa is really just a mess: Fabric seams don't align with the cushion seams, puckered fabric where it should be smooth, and pleats that don't lay properly. This was an expensive sofa, but Lulu and Georgia will not take responsibility. They say that the quality of the work falls within the acceptable standards of their supplier. They just pass the buck. No apology; no offer to try to make it right. I'm sick about it.
TERRIBLE customer service + quality. I ordered the $2k Oval Blume Dining Table. Within weeks, white marks started appearing all over the surface of the table. I tried to ignore them at first but fast forward a few months later and the white marks got so bad that I could no longer ignore. I reached out to customer service to ask about my options (my preference was a replacement as I liked the look of the table). Customer Service responded offering a meager 10% store credit. They referenced an outrageous and insulting 48-hour damage policy window. I went back and forth with them and they proved to be hard to work with and not understanding at all. While I might like the look of certain products that Lulu and Georgia sells, I will never buy from them again due to the terrible customer service and them not standing behind the quality of their expensive products.
As lovely as their products are their customer service and lack of communication make ordering a frustrating ordeal. I would not recommending ordering online from a company that puts so little effort into customer service. I ordered a couple of chairs 3 months ago, and the only communication other than the initial confirmation was last month stating my chairs would be arriving on said date only to be followed by more email with different dates. Still no chairs and no reply to my communications. I also need to add that I do not regret my 1 star review even after Lulu and Georgia replied to this review given how many 1 star reviews they have on yelp. This company needs a serious and aggressive overhaul if it wants to attract and retain customers.
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