Lulu Guinness Arvostelua 

I bought a bag and was worried about how the pleating on the leather was falling. Sophie from customer services came back to me immediately and, once I sent photos of the bag, she passed these on to the quality control department. As soon as she could, Sophie got back to me explaining that it was not a fault but just the nature of the leather and how to deal with it. I am now happy with the handbag and happy with the kind and thoughtful way that Sophie dealt with my issue. I would have been disappointed if the bag had been faulty and then sold out whilst my issue was being dealt with but understand that this is just the way it is in cases like this. The main thing is that the aftercare given by Lulu Guinness's customer service team was on point. Thank you.

Sent an email regarding the possibility of supplying a strap extender for my new bag. Although it was something they didn't have, they supplied me with multiple alternatives and ideas how to resolve my issue. They were clearly knowledgeable in the world of leather bags and were really happy to take the time to help me out when they could have quite easily just said nope, sorry.
Such a refreshing change to be treated like a human being, by a human being!
If this great service is a reflection of the company, I'll be purchasing from Lulu Guinness again.

I purchased a tote on Friday and quickly discovered owing to a glitch I was charged twice . It was almost 5 pm but quickly called and e mailed Lulu Guinness to cancel one order . A lady called Sophie contacted me and advised the procedure to follow . Today Monday Sophie has contacted me to advise the order has been cancelled and a refund will be in my bank in a few days . 10/10 customer service .

I had my eye on the Ella basket bag, but it was sold out for almost a year. I reached out to see when/if it would be on stock and the company was able to find one more! After some tech issues with the US site and some emailing, the customer service representatives were able to help me purchase it!

When it arrived, it was missing the earrings and they were not attached to the bag. I sent in pictures of the product and the company gave me a full refund.

Even though the bag wasn’t exactly as pictured, I am leaving a 5 star review for the wonderful customer service. Maybe I’m used to the poor customer service here in the US, but Lulu Guinness truly impressed me and made me feel valued through every step of the purchase. I will definitely order more bags from this company in the future!

Well firstly, I love my Polly bags. They’re really well made and come in various colours, so I can easily match them to shoes. I recently lost a dust bag which they re-placed with no hassle. Will certainly continue to buy
When needed

Great personal service. My parcel went missing but staff in customer services in both LG and the delivery company took a personal interest and the upshot is that I got my new lovely collectibles and am very happy.

I spoke to a lovely customer service advisor called Daniella, and I cannot speak highly enough of her. I saw a bag for my partner that was discounted to £150 and when I went to process the payment, it tried to revert back to the original price. So I called the customer service helpline, where Daniella answered and was very polite and understanding. She asked just for an email with a screenshot showing the discounted price, which I sent her whilst on the phone. And within 10 minutes or so, she was able to get that price approved by her manager. I have just ordered the bag and I am a very happy customer. BIG BIG SHOUT OUT TO DANIELLA! You really don't get many staff members as friendly as her in this day and age.

Lovely product and great Customer Care follow-up afterwards when I had a query. Thank you Daniella and team!

Three of my Lulu bags now have faults, one the leather has come off the handles, one the lips clip closure has come away and now another one the sticking has come away down the side of the bag. They are expensive bags and are looked after well so would not have epected this to happen. The company have simply given me the name of a company who I can contact to get the repairs done, and at my own expense. Please dont waste your money, by another brand. I am so disappointed at the attitude.

Having been a loyal customer to Lulu Guinness for nearly 20 years (buying bags, wallets, wash bags, umbrellas etc), my recent experience has prompted me to unsubscribe from the website.

I bought the Jules Crossbody bag, only to find that the zip wouldn’t close because of poor design. As I really liked the bag, I asked for an exchange in the hope that it was just my bag that was at fault. I asked for the second bag to be checked before it was sent out. The second bag arrived, only to have the same fault. Annoyingly and time consuming, I once again contacted customer service, who basically offered me a full refund. So, again, I wasted my time packaging up another badly made poor quality Lulu Guinness bag. Very disappointing to see what was once an iconic brand go so downhill. After 4 weeks of not receiving my refund, I again had to contact customer service. Very poor.

Zipper on card wallet very poor quality!
Not impressed and won't purchase again.

I’ve been a loyal customer for years I have purchased approx 10 bags.
One of my bags had a faulty part which resulted in the d ring coming off and being lost - I emailed customer services asking for a replacement part and offering to pay for said part.
They refuse to supply the part even though I can see the part being used in current stock.
Why can they not order a part in from their factory? Are they expecting me to pay over £300 for a new bag? When mine is repairable? They suggested I contact a London repair service. I do no live in London, very out of touch.
This company clearly has no sustainability credentials or customer service kpi’s.
Very disappointing. Lulu you have lost a loyal customer.

Received my bag today and as expected, packaged exceptionally well. From start to finish, the checkout process was seem less and communication excellent. Love dealing with this company. Can’t rate them highly enough. 5*

Worse company i have ever dealt with.bag ordeted was faulsly advertised.have had it bk over a week still saying waiting for conformation .appauling servise.First and last time i wi be using company

The worst experience I’ve ever had I ordered a bag paid 300 and the dad said they delivered it when it was checked it’s showing as left out side where I live witch is a block of flats asked all my neighbour and there all saying they haven’t got it so I understand lulu Guinness wanting to investigate but it’s been over a month and they said it would only take 10 days they don’t get bk to email when you ring they don’t sound interested everytime I ring they tell me there nothing on sistem about it so I have to go trough everything all over again than I get told we get back to you and still nothing so so disappointed it’s unbelievable

This company is fantastic, the products were shown as out of stock on their website but they checked to see if any left and i was able to buy one within an hour after my call to them! What fantastic customer service and I was so over-joyed as I really wanted the bag and thought I had lost my chance!

I love Lulu Guinness and treasure the bags I have from there. I recently bought two and decided to return one as they were similar, and I was genuinely impressed with the process. Easy to print label, free return, pretty quick refund AND they return your postage cost for the purchase. So few retailers offer that now and it’s such a welcome touch.

I'm incredibly disappointed in the standard of customer service.
I ordered an item on the 1st of February and its now the 6th of February and no dispatch notice.
I've contacted them several times with one reply just saying they will let me know when it will be dispatched, no apology. Since then nothing. Its a present and the date will be passed now so have to buy something else. Awful company.
The reply below promised a token something for the terrible experience. Surprise..it never arrived!

Ordered an item online and received a different item. I emailed costumer service and they informed me that I had to return the incorrect item first and wait for it to be received by them or show a proof of return before they will deliver the correct item that I ordered. Their mistake cost me to go to royal mail to process returns and when I asked if I could at least get a refund of just the delivery fee since I had to go out of my way to return an incorrect item because of their mistake, they ignored my email. When I emailed them with a proof of return and asked at least for expedited shipping, they instead responded with a screenshot of they’re “current delivery policy” and even said that the delivery may be delayed because if high volume of orders. Rubbish and unhelpful. I ordered 19/01 and item just arrived today.