Review Time
I have never left a review but the experience I have had with Lulu and Georgia has truly been terrible. I ordered a bed in early June, with the estimated delivery being 3-5 weeks. It is now September 23 and I just received the product. They sent a wrong part for the bed, making the bed dysfunctional and the delivery service had to take it back. The communication has been absolutely awful, with no clear answers on updates on the order or estimated delivery dates. For how expensive this product is, this should not be an issue. I am beyond disappointed with this experience.
We recently purchased the Rutherford Round Dining Table from Lulu & Georgia, along with their white glove delivery service. Unfortunately, the table arrived without the correct hardware, and the delivery team could not assemble it.What has been most frustrating is the lack of support — Lulu & Georgia has no customer service phone line, only email. Their team suggested that we source the hardware ourselves (after we already paid for delivery + setup) and offered only $50 as compensation. Their “solution” is essentially for us to spend time hunting for the right hardware ourselves, with a week old newborn, then let them know once we find it so they can send someone back. We now have a $2,400 table sitting in our dining room, unassembled, while we try to track down compatible hardware on our own.Instead of offering to send the proper hardware, they want to make it incredibly inconvenient for our new family. The communication has been slow and sporadic, with no proactive solution offered. For a premium brand charging premium prices, this has been a very disappointing experience. I would caution others to be aware of the lack of direct support before making such a big purchase. Be careful with the white glove option because if anything is missing they will tell you that they are third party and you need to contact the store which begins the cycle while you hunt for parts. We tried Amazon, Lowe’s, Home Depot, tractor supply….We just wanted the product we paid for, set up as promised. It’s disappointing that a company at this price point offers so little support when things go wrong. Instead of sending the hardware it was placed on us. 50$ refund and half off the installment is the measly price for our wasted time.
I waited four months to receive the Neve Bed from Lulu & Georgia and paid for white glove delivery to have the bed built on arrival, only to receive two left sides to the bed, and no right side. They were unable to build the bed, which clearly arrived defective, and because there is NO ONE to talk to at Lulu & Georgia I was left with no option except to have the bed removed and taken back to the warehouse. I've submitted an email request to return the bed and have received no response. So I have no bed, and no news on whether or when I will receive a refund for the over $2500 I spent on the bed. Such a waste of time and money.
I rarely write reviews but was pretty taken aback by the extremely poor quality of a (very expensive!) quilt I recently purchased. On the site, the quilt was an orangey/pink - when it arrived it was brown. Not even close, no way to account for screen differences etc. Customer service was nice enough but repeatedly insisted these were color 'variations' and therefore not their fault. Furthermore, the material was scratchy and cheap-feeling, a number of threads had broken, and the blanket dye had blotched in places. Customer service said loose threads were "not uncommon" and that nothing constituted a manufacturer defect. They refused to give a refund on the (high) shipping costs and granted only an equivalent store credit - which is useless as I have zero desire to shop here again. Stay away.
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.
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