Review Time
Several holiday order placed. Sometimes we would be notified out of stock then notified back in stock and order immediately for it to then be out of stock again. Then delivery date changed three different times. After contacting company, two of the items finally were shipped for real, which leads me to believe the wait for complaint to allocate stock they do have. Now one item is a 2 piece set with a top and bottom where the colors do not match up. I have been given a hard time about replacement. What a horrible company
I would give zero stars if I could. One of the worst shopping experiences I’ve ever had. Place an order 12/9. Was guaranteed it would ship in 2-3 days. 5 days later, it still hasn’t shipped. And the company won’t respond to multiple attempts to contact them. This was supposed to be a gift. And now it won’t arrive in time. If I had known it would take this long , I would not have ordered it.
I wish I saw these ratings before purchasing an entire bedroom set with a king size bed, night stands, mirror, rug and a side table. Out of all of these items, I only liked the mirror. Knowing that the bed color can vary because it's velvet, I still opted for this knowing velvet coloring can appear different - so long as it was within the color family (btw, it wasn't at all). What we got was a DAMAGED bed with the velvet looking aged and very dirty only in the upper right section, it appears that section had exposure from improper storage. Even the delivery guys noticed it looked odd. CS tried to help and provide tips but to steam + brush a $3K bed to still be left with something that looks a 20 yr old item we got from a vintage store is ridiculous. DO NOT buy anything non-returnable, even when it is damaged, they don't take responsibility and claim its totally intended. Overall, this will be my first and last purchase as everything looked cheap for what you spend. The shipping is extremely expensive and not all of my items were shipped white glove service despite believing it was, other furniture stores are a fraction of the price.
DO NOT PURCHASE FROM THIS COMPANY.I ordered a bedframe (including headboard), and when it delivered the moving team opened up the box to find ONLY the two side pieces of the piece. Over 80% of the furniture did not even reach the movers warehouse facility. So we had to send it all back with the delivery team.Since then, I've been constantly calling and emailing Lulu and Georgia's nonexistent customer service team. It is day three and I haven't heard any response. You cannot speak to someone directly and they do not reply to you via email or any other method no matter how often you reach out. Now we are stuck sleeping with a mattress on the floor.Do not waste your time, energy or money - unfortunately they are a complete scam!
Absolutely terrible experience with Lulu and Georgia. I ordered a rug, and not only was the delivery date pushed months beyond the already absurdly long lead time, but they also hired a shipping company with some of the worst customer service I’ve ever encountered. Every step of this process was a headache. To make matters worse, all of my other furniture—more complicated and larger items—arrived well before this rug. I regret ever purchasing from this company and would strongly advise others to look elsewhere. Save yourself the frustration.
I had decided to buy two big ticket items from this company, but I hesitated. I noticed that on their website, there is no way you can call a Customer Service rep and ask a question. In addition, even through email, they have built-in structured questions, and there is no way to free text a question that is not on the drop-down list. I submitted a question to Customer Service through their messaging service and asked when their current sale ended. The Customer Service rep refused to give me a date. When I pressed her on it, she dismissed me with this verbatim response: "Our sales can end a sale at any time based on the buying team's discretion. I was doing this as a courtesy - but I wish you the best." My response: "So the consumer will always be kept in a limbo, never knowing whether the sale will end today or tomorrow or next week? That's not a very good marketing strategy. It may work well for the business to be so whimsically unpredictable, but it doesn't work well for potential customers to be kept in the dark." This company may be hiding something, and it may just be defective products they're trying to unload on customers through ongoing sales that have no definitive beginning or end. And with a final sales item, the customer can no longer return it (even if it's defective).
I ordered a rug and receive a confirmation saying I would be notified when the rug would ship. On this 1st email said I could not cancel th order yet. I assumed I would get a notice about when they would ship and could cancel at that time. It was not the rug I really wanted as the one I wanted wasn't going to be restocked until February. I found the original rug I wanted just after the notice. Then they sent a notice my rug would shop. I immediately canceled the order and they were going to keep the white glove shipping charge, which I fought because they claimed it was in transit but warehouse was asking in another email when did I want it delivered. There was no time to cancel the order between the 1st semi confirmation and the shipping notice. As far I am concerned this is fraud. After many emails back and forth they gave me half the shipping charge back. They have no direct number to call for customer support and even emailing the CEO you do not get any answer. They also change there restocking dates within days and then contact you to say the original rug is now available after advising you it will be months before the item was restocked. It appears the right hand doesn't know what the left hand is doing.
I purchased the Elara bed and have been very disappointed that the headboard hasn't stayed upright like the website depicts, but rather it's floppy and always looks sloppy. I first asked what they recommend I do and they suggested I steam it. I tried that and it lasted about two hours until it was back to how it was. I've continued to reach out since I'm disappointed it doesn't look anything like the photos and I have to look at it multiple times per day in my primary bedroom. The customer service reply was basically "deal with it, not our problem." I'm super disappointed that they aren't willing to help me out as a (formerly) loyal customer.
Agree with everyone on the horrible customer service!! This business will FAIL if not addressed. I'm also a trade design customer buying mulitple things for clients. Faulty dresser arrived after a long wait and "please send video evidence" is all I got back, not sorry to hear that or anything helpful. It's been a week with no response and then an email ... "did we resolve your issue? you have two days to respond or we will close the help request." LOL you've never answered me! Horrible - won't order again for any client.
While I very much appreciate that the wall paper samples are free, however the sample is very small. Like a 3x3 square. This does not allow you to get an idea of pattern for your space at all. It really only gives an idea of color. In my opinion it’s really a worthless sample.
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