Review Time
Long time customer nearly 4 years. Lulu and Georgia use to have the literal best customer service. This year they changed it and outsourced it. It is horrible. It takes days to a week or receive anything. I have a rug I have never even opened. Since they changed customer service they claim they cannot pull any of my chat records or phone calls about returning. Now I am a few months in of the back and forth and they are refusing to return the rug. They still sell it on their website. They said it will hurt their inventory and offered me 25% off my next order. They have gotten greedy and you can see the change in all the horrible reviews this year. I have no idea how they plan to stay in business like this.
Long time customer nearly 4 years. Lulu and Georgia use to have the literal best customer service. This year they changed it and outsourced it. It is horrible. It takes days to a week or receive anything. I have a rug I have never even opened. Since they changed customer service they claim they cannot pull any of my chat records or phone calls about returning. Now I am a few months in of the back and forth and they are refusing to return the rug. They still sell it on their website. They said it will hurt their inventory and offered me 25% off my next order. They have gotten greedy and you can see the change in all the horrible reviews this year. I have no idea how they plan to stay in business like this.
Don't order furniture or big purchases from this company. I had a delivery scheduled 3 days ago. I had to get in contact with their third party service and still have NOT heard back from Lulu and Georgia. For this price, order from somewhere else. I feel RH is a comparable price and their delivery is top tier -- they send a design consultant to fully oversee the delivery even if it's just one piece of furniture.
Don't order furniture or big purchases from this company. I had a delivery scheduled 3 days ago. I had to get in contact with their third party service and still have NOT heard back from Lulu and Georgia. For this price, order from somewhere else. I feel RH is a comparable price and their delivery is top tier -- they send a design consultant to fully oversee the delivery even if it's just one piece of furniture.
I missed calculated a measurement on one doorway in the house, furniture arrived and they said it would only fit if I ripped off the moulding. Not only did I have to absorb shipping costs, which I can understand, but to hit me with a 15% restocking fee is ridiculous considering this was my first order with them. This mistake is costing over 700$. I was willing to find something that would fit through the doorway and work with them, but they only offered 10% off my next purchase, which is a joke. 25% maybe, but this is no way to treat a first time customer. How companies handles issue say a lot, and they just lost a lot of Lifetime Value of this customer.
Have purchased multiple rugs over the yearsPurchased oasis rug in January which constantly shed for over 6 mths Had contacted customer service : slow responses and ended up missing window to return and buying a Zehra rug to replace that came with stain hole and shorted by a couple of inches then advertised alerted customer service still in process no effort to expedite Horrible courier serviceHuge hassle as have California bed that dismantled to accommodate the defective rug now awaiting replacement
Have purchased multiple rugs over the yearsPurchased oasis rug in January which constantly shed for over 6 mths Had contacted customer service : slow responses and ended up missing window to return and buying a Zehra rug to replace that came with stain hole and shorted by a couple of inches then advertised alerted customer service still in process no effort to expedite Horrible courier serviceHuge hassle as have California bed that dismantled to accommodate the defective rug now awaiting replacement
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