Reviews

Review Details

• Review fromAngie W

  Date: 09/30/2022

  1 star

  Angie W

  Date: 09/30/2022

  Horrible company, beautiful products. I ordered the ***** rug in a 10 by 14 and wanted to exchange it for the 12 by 15. Of course they have no number to actually call and speak to anyone so you just have to wait for a response. When they did get back with me I was told that their would be a 25 % restocking fee plus I would lose my shipping and handling. I am losing over ***** just to exchange my rug. That's insanity. I understand a restocking fee (even though we all know someone else will buy it) but was also told that was for freight. So what are the shipping and handling costs for?!?! I could drive to ********** and return the thing myself for way less money. And by the time any of this even gets resolved (which I highly doubt it will), they probably won't even have that rug in stock anymore. Which is amazing to me because this company is out of their minds with the fees. They make it so you can't return or exchange something. Not a good business, there is way better out there and I'm going back to them. I would give zero stars if I could.

  Lulu & Georgia, Inc.

  Date: 10/03/2022

  Hi Angie, we're so sorry to hear about your experience with us. Unfortunately, we are unable to process standard exchanges, however, you may request a return and re-purchase the item you prefer. We see that you've been in contact with one of our Customer Experience Specialists and she's assisting with your return and provided you with a discount code to purchase the item you prefer. Again, we apologize for any inconvenience this has caused.

  Angie W

  Date: 10/04/2022

  Oh gosh, my problem definitely isn't the fact that I can't exchange it. I have no problem returning an item and then repurchasing it. My issue was a 25 percent restocking fee plus losing 395 worth of shipping costs. Shipping costs are understandable, although many companies offer free shipping on rugs. A small restocking fee is understandable. But, when you add up what it will cost you to exchange the same item in a different size, it's highway robbery. It makes purchasing something pretty darn official. And as we all know, it's hard to know what an item will look like before it's actually in your home.

• Review fromMirza D

  Date: 09/20/2022

  1 star

  Mirza D

  Date: 09/20/2022

  Ordered a bed from **** and Georgia. The bed got delivered by metropolitan warehouse. We asked for white glove delivery but instead the delivery guys just dropped it off and left. When we had our movers tried to put the bed together, we found out that the bed was sent incomplete. We called the delivery guys and told them that not all parts were delivered. They told us that store did not send them all the parts but that they would reach out to the store and get back to us. They contacted us and told us that they would bring the parts and put the bed together. Two guys showed up with no parts and we are still sleeping on the floor. We cannot get a hold of **** and Georgia at this time we just want a refund and for them to come and pick up the two headboards and 2 foot boards. I have sent a message to their CEO with no response. I need someone to call me ASAP, this is getting ridiculous.

  Lulu & Georgia, Inc.

  Date: 09/21/2022

  Hi Mirza,
  
  We thank you for your feedback. We're truly sorry to hear about your experience with your order. This information has been escalated to our upper management team. Upon further review, we see that one of our customer service representatives has been in constant communication with Jasmina regarding this issue and we have issued a refund as well as arranged a pick up for the item with our 3rd-party carrier.
  
  Again, we apologize for the inconvenience this has caused you. If you have any further questions and concerns, please feel free to reach out to *******@luluandgeorgia.com.

• Review fromBeth W

  Date: 08/30/2022

  1 star

  Beth W

  Date: 08/30/2022

  Ordered several items. One order was 2 ceramic pots weighing over 200 lbs. They packed the smaller pot inside the larger pot causing the bases to crack in many pieces on each pot. Notified customer service, including pictures, by email as they do not take any phone calls. Numerous emails back and forth with "***". Over two weeks and no refund on shipping and no viable gift card refund that is readable.
  Every item received from this company is damaged or poor quality. Takes 6 months to over a year to receive furniture items. There is no customer service to resolve issues. They do not refund order amount, only issue gift cards that recycle over years as every item ordered takes forever to receive and once received, is damaged. I'm currently out over $400 and have been waiting forever on a coffee table.

  Lulu & Georgia, Inc.

  Date: 08/31/2022

  Hi Beth, thank you for taking the time and sharing your feedback. We're sorry to hear about the damaged items. That is not the experience we want for any of our customers. We can see our team refunded you in full for the damaged product and shipping, which was a total of $567.41. Since you paid this order with a gift card, the refund was processed to the same gift card used. We also shared the gift card number in our most recent email as well as offered 25% off your next order due to the inconvenience. We do see you preordered the Balen Coffee Table, which is expected to ship at the end of September. We thank you for your patience during this time.

  Beth W

  Date: 08/31/2022

  You did not remedy this until I sent an email that this case was reported to the BBB on 8/30/2022. I have been requesting this refund since beginning of August.