Lulu and Georgia - Overall Rating based on 28 reviews
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Rug purchase
I just bought a rug from this company and at first, I was bummed that I couldn't talk to a real person when I had questions. But when I reached out by email about my shipping concerns, they were super quick and helpful in getting everything sorted out. I still think it'd be better if I could talk to someone on the phone, but I'm glad they were efficient and willing to help through email.
Dresser too small
I recently bought this dresser online thinking it would be great for all my clothes, but turns out the drawers are so small! Like, why would they even make a dresser that can't fit clothes properly? I'm pretty disappointed.
Rug
I have ordered 4 rugs from them and this is the second one that reeks of mildew. They do not have phones and you have to send an email and I am still waiting a reply. These are not inexpensive things. It's insane. The first rug was thin, and I somehow thought I had done something to make it that way, and I was able to use tons of baking soda and vacuum and leave it in the sun. This one is so smelly you cannot have it in the house without the entire place stinking of mold. I don't know what to do about it. Keep emailing I guess. Worst company ever. Go West Elm. They should have a service Zero star option.
Rugs, chairs, and more
The products are nice, but the customer service is HORRIBLE! or should I say, does not exist. I accidentally added 2 of the same rugs to my cart. I checked out and immediately noticed and tried to notify them. No phone number on site. Only email, so I emailed them and got a return email stating it would take 7-10 days to answer my email and. If I emailed them twice, I would be put at the back of the responses. Who says that to customers? Who waits 7-10 days to answer an email? There is more, but I will stop there. There are too many other places to shop online furniture with great customer service. I will NEVER shop here again.
Coffee table
Truly an infuriating experience dealing with these guys, especially since the furniture is so great. I ordered a chair that came shipped with no issue, but the coffee table which was delivered by an outsourced white glove warehouse came absolutely destroyed. The box was in perfect condition, even the foam corner inserts, so somebody re-boxed it, but there was cracking and chips all along the entire side of the table. One giant crack down the whole middle of that side, and then the opposite corners are pulled and seperated where the wood it joined. Delivery guys said it probably got dropped off a forklift.
Mistakes happen, but it stinks when you wait 2 months for something that comes broken and know it will be yet another 2 months waiting for replacement. It makes it even worse when they've shut down their phone lines and make you email them. They also let you know they will "try" to get back to you in 7-10 business days, and kindly remind you weekend days dont count in case you forgot. It took about 4 days for them to get back to me (I was also harrassing them on instagram dm every day), which is pretty good by their self prescribed standards but its a long time to not hear from anybody as you look at your destroyed coffee table every day I found.
When something like this happens, its bottom line poor cuatomer service to leave the customer waiting for any word from the company. This isnt a $20 amazon purchase. Once they emailed back they actually refused to get on the phone with me, which felt like a slap in the face. They offered to either refund me or send a replacement in 2 months (obviously), but that was it. I confirmed I would like a replacement, inquired about expediting it, and let them know simply replacing the item with one that isnt destroyed was not a satisfactory compensation for my inconvenience.
As of writing this it has been a week since my last email and nothing from them confirming my replacement. No answer as to whether or not there is any way to expedite the replacement. And certainly no credit or gift card offered. I gave them two stars because the furniture looks great and seems like good quality, but buyer beware because if something goes wrong its a total headache to deal with them, and they dont seem especially eager to make it right either, just check the boxes. I like that theyre a smaller company but honestly at this point cutting them slack for that would be disrespectful to the other small companies I give my business to.They do not care anymore for negative reviews or complaints. They just process payments as fast as they could. Run away with the money?
Jenni Kayne cabin rug
Cannot believe how awful this company is to deal with. Ordered a jenni Kayne rug from lulu September 26. After being given date of delivery which came and went, finally called credit card co for dispute. Lulu told credit co the rug shipped out and I’d receive week before thanksgiving. This went on and on. Christmas is in 2 days and they have scheduled delivery several more times only to have metropolitan delivery cancel days before. They claim the rug is still sitting in warehouse in California. But they mark it ‘in transit’ unless someone is carrying it across country to Miami in their back it cannot take 3 months to transport a rug. Why not be truthful? If you dig deep enough to find lulu phone #, you will hear recording that they are too busy to accept calls, send email and within 5-10 days you will receive a response. It is a BS time staller. I have sent so many emails to “Kelly, Operations Manager” and when I questioned if they are really sending rug, she said no one is trying to hide anything from you! Well, no one has answered my emails since dec 4 (20 Days ago). why don’t they just say it will take months for you to receive your item or better yet, not charge you until item is delivered? I was charged extra $200 for shipping!!!!!! I will contact credit card company to cancel as well as BBB. I think I have been more than patient. Never experienced such awful customer service. Such a shame, rug looked so beautiful in photo.
Sectional
Unbelievable. Oh yeah - ordering is easy. God help you if you actually want your merchandise or even info about your order. I spent $4K on a sectional. I tried to contact them on Dec 3 about a prospective time frame for delivery. The only thing I got was an automated email saying that they would get back to me in 7 to 10 business days. Fast forward 10 days: I hear not from them but from the company they are using to deliver, Metropolitan, who, as it turns out, is only delivering to Massachusetts twice a month. So, this is Dec 14th and I won't get the sectional until January 4th, 2 days before I leave to go to my permanent home 1400 miles away. DO NOT BUY FROM LULU AND GEORGIA. Don't do it. You will regret it. I cannot even contact them to cancel the order. If you call their 888 number, you get a recording saying that they are not taking calls, and to go online - where you will get a response in 7 to 10 days. I left a note online telling them to take the sectional back from Metropolitan and refund my money. Yeah, wish me luck.
Rug
There is no customer service. Impossible to speak to anyone from this company. Meanwhile even if you get free shipping, if you need to return you are then charged for the “free shipping.” Dealing with the company is frustrating. Meanwhile the rug that I ordered looked really cheap in person.
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Rug
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