Review Time
Table defective. Bought a pedestal dining room table with walnut veneer. At about 40 days the clear coat of the veneer failed. We were keeping score while playing a board game. The imprint of the names & numbers cut through the clear coat. Nothing excessive Nothing in item description suggests it would be fragile for everyday use.Our designer reached out to them with a description of the issue and images. No attempt to satisfy customer with return or exchange. Not sure how they justify this.01.30.25 Update: Vendor response is not acceptable. This $3000.00 table (w/tax and freight) is listed as appropriate for dining and entertaining. A coaster would not have assisted this circumstance and the description of merchandise is misleading at best. Considering the failure to offer any remedy, let the buyer beware when working with this company. Where there's smoke...
I am a member of their Trade Program and placed an order for a client for a $1700 bed over 5 weeks ago. The delivery date was 3-5 weeks and still nothing. I have emailed customer service multiple times and cant even get an update on when the expected shipping date will be. This is the worst customer service from a home decor/furnishing brand I have ever worked with and now it is hurting my personal business. Don't provide shipping dates if you can't even respond to provide updates.
Hello, I’ve emailed support two times seeking support on and order with no response. I called the toll free number, which directs me back to emailing the same support. I placed my order weeks ago and have had no update. The order has been in “order placed” status since. The slowness of shipping, unresponsive customer service, and inability to make contact has made this the worst customer service (lackthereof) I’ve ever had from a home furnishing e-commerce company. Especially given I spent over $400 on my first order with you.
Poor craftsmanship, no attention to detail, no quality control. Non existent customer service phone number. Would not buy from them again.Edit: the review was written after the replacement was delivered; the replacement was also in unacceptable condition. A sales associate did help out and provided a couple options - 1) get it replaced for a second time (which meant I had to disassemble the safety gates at the top and bottom of the stairs for the third time) or 2) keep it as is and get $650 credited to my account. I took the latter because option 1 was too inconvenient for me with a baby. I’m not sure if I just had terrible luck or if all of the furniture items lack the quality control (I’ve purchased decor from here in the past and had been very happy with the quality, after this experience I will stick to decor). The customer service rep was very friendly and responsive. So I will give credit where it’s due.
I'm very disappointed with Lulu and Georgia. I ordered a mirror and a rug. When my mirror broke in transit, the customer service was terrible and I sent numerous messages to ask for the replacement mirror to be shipped white glove but they sent it via drop ship anyway.In addition, the rug I ordered with white glove is showing up as curb delivery in their delivery company's system. I reported this issue also and no response.
I spent close to $4,500 on their website. Order 798366. One of the items in my purchase was an ivory rug. I received a beige rug which is a totally different color. I have sent several emails to support and they have not responded. I reached out to my virtual design consultant JF and she even agreed that the rug is a totally different color and maybe something happened during the dye process. She assured me that someone would be reaching out. I contacted JF 12/11/24 and 12/12/24 and now her number is disconnected. I do not recommend purchasing from this company. There is no customer support phone number and they do not return calls. I would have to file a fraud claim to receive my refund. I would love to attach photos but this website doesn't have that option. All the customers should stand together and speak to attorney about this company. This seems to be their business practice. Sell the merchandise and never issue a refund for the wrong item received or damaged items.Dec 13th - Customer service M responded to me. Here's the response. - Thanks for reaching out to us! I am looking into this and will circle back with an update for you once I checked this with the team. If you have any additional questions in the meantime please let us know.Dec 18th—M in customer service is trying to resolve the issue. They are sending me an ivory replacement rug instead of beige/tan. I am returning the tan rug.
UPDATE 12/30: Furniture was delivered and the piece is beautiful and I believe worth the money, so upgrading from 1 to 3 stars. I will never buy from Lulu and Georgia again, however, until they get their customer service situation fixed. You're popular, people like your furniture, congratulations that's awesome for you. You have to have enough staff to handle customer service queries and complaints.This was more of an issue with the delivery company - paid for white glove service ($250) and the were ready to leave a giant box upside down in the entry way. I told them it was supposed to be unboxed and set up. They did do it, but probably shouldn't have had to tell them that.UPDATE: Received a response via Instagram DM (had to use my business account, don't have a personal Instagram) before receiving a response here or via email. Lulu and Georgia, not everyone has social media and it seems less professional than an email response, a live chat feature, or phone number. Consider changing that. It appears the furniture is on its way. If it arrives and is delivered in good condition and seems of high quality, I will update again to reflect that. Though apologetic, these online companies with sky high prices never seem to have enough customer support. Ordered the Topia Console Table by Ginny Macdonald on 11/30 (order 803560). I wish I had read reviews here first! I'd been eyeing it for a while and decided to take advantage of their Black Friday discounts. The console table was listed (and still is!) as quick ship 5-7 days. Two weeks later, nothing, no updates. Multiple emails and direct messages (as directed by Lulu and Georgia to do!) on Instagram, nothing. They have NO CUSTOMER SERVICE PHONE NUMBER and have taken down the chat feature. How can you have a business that customers spending a lot of money can't get in touch with?! Lulu and Georgia had no problem hitting my credit card for $2k immediately, but no response about the order. You cannot run a business this way. If I hear anything, I will update this review. If I don't receive communication from the company, I will continue to post about that here.
I purchased a painting. In the description it says the painting will take time as they are custom made by the artist. We waited 4 weeks and when it arrives there was no signature by the artist which puzzled me. I wrote to the company and expressed my concern. One week later they wrote that it is a copy of the painting. It was 2600.00! I now am asking what they are going to do about it - it was a gift. Still no answer. Basically they are counterfeit and I am reporting the company to the police because they keep stringing me along. Stay away. I will write back to this review if I hear from them. I received a response from you and submitted the order number. I don’t understand why you seem so shocked over my review. I have been dealing with Mico from your company and he said he escalated it. I have not heard a word for resolution.
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