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Business Profile

Online Retailer

Lukalula

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/10/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Products purchased through what seemed like a legitimate website using ******. Once purchased, mailing went to Chinese symbols. Immediately requested cancellation through customer support where there has only been one response. Cancellations can be done within 24 hours or before items have shipped. This was followed. Canceling through website account leads you to a dead end along with trying to contact anyone through website. One email has been returned and my request for cancellation was avoided and not acknowledged. After experiencing this I googled reviews for this website and found I am not the only one being scammed.

  • Initial Complaint

    Date:08/30/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order 8/13/2023 and immediately after I placed the order I received my order number and that the dress had already been shipped, which I thought was weird because I just placed the order. I looked up the tracking number for the dress and it turns out they gave me a fraudulent number. After seeing lots of negative reviews online I decided to cancel my order online but they refused to cancel it because they claimed the order had already been shipped, but when I went to check the status of my dress on the website it still says that my order is still being processed two weeks later. They're being fraudulent and claiming that they already shipped the dress so I can no longer receive a refund, but everywhere else including the tracking number claims that the order is still being processed and was never shipped. Everything about the website is fake, the pictures are stolen and the reviews are fake as well. Please do not purchase anything from this website, I haven't found one single review that is positive and it sad to see so many mothers being scammed out of their dream dresses due to this company that ships outside of ***** to avoid persecution.

  • Initial Complaint

    Date:05/02/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 3 maternity dresses for a maternity photoshoot on April 19, 2023. I received the package May 1, 2023. After seeing the dresses I immediately saw the fabrics and quality did not match what was listed on the website. One of the dresses had a foul chemical/glue smell upon opening. There was no shipping or order details listed in the original packaging. On May 1, 2023 I emailed asking for a full refund. They said they could give me a partial refund of $39 (my total was $129). The 2nd option they gave me was a return shipping address but no further instructions as they do not provide return labels. The return address is: Receiver: ******** Address: ************************************************************************************************************************************* Zip Code: ***** Phone: ************ When I looked this address and phone number up it registers as being used on other return addresses for different companies based in ********* and listed as scams. All I would like is a full refund for this purchase. Order number is: ************

  • Initial Complaint

    Date:02/09/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 2 dresses from this company back on December 23, 2022 and it took over a month to arrive. The order number is ************. The total spent was 89.38$. I have been asking for a refund for a while now and they keep giving me the runaround to just take a voucher to purchase something else. Ive written numerous emails and they keep replying with vouchers and discounts. And I keep replying that I want my refund. This morning they emailed me if I would kindly take 21$ in refund rather than the full refund! This is absurd. I just want my full $ back and I have no intentions of ordering from them again. It has been a horrible experience having to deal with a business giving you the runaround when youre not happy with their services.

  • Initial Complaint

    Date:11/21/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a product from this company and realized when it came that it was not of the same quality as the one shown in the photos on the website. I contacted the company within the 30 day return period and have been e-mailing them back and forth for 5 days to get the return address from them. They have still no provided it and continue to offer things like $21 store credit or $18 to keep the dress which was $78. I just want to make the return and they continue to haggle to try to get me to keep it rather than follow their own policies.

  • Initial Complaint

    Date:11/18/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,

    I purchased a dress in September I believe the 26 of 2022. I paid $61.00 for the dress, however upon receiving it. the dress did not match what they were advertising on their website. They also took over a month to get my product to me. Meanwhile, their website states it takes 10-15 days to arrive. When I reached out to disclose and process a return and refund. They sent me a couple of emails to get me to keep the dress and refund an amount of less than $15 dollars. When I refused all offers and just wanted my full refund. They proceeded to give me a return address and notified me that the money paid for the original shipping plus any discounts would be removed from my refund. However, I had to pay for the return shipping out of pocket also. As of now they are no longer responding to me in regard to my full refund and its status. I just want my full refund back. The order number was ***********

  • Initial Complaint

    Date:09/09/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was excited to purchase a ********* dress for a ********* photoshoot I had scheduled. I purchased a dress from Lukalula and expedited shipping. The dress arrived on time, but the color was purple, rather than the advertised blue. I decided to return the dress, unworn, and contacted the company through the website. They asked me a series of questions back and forth over email, offering another free dress (it wouldn't arrive in time for my photoshoot) and a small discount (I wasn't interested in keeping the dress). I asked for a refund five times before I received information on how to proceed. The return took months to arrive to the warehouse address********** but I tracked it and reached back out for my return once I saw it had arrived. The company told me my refund had been issued, but I checked my bank statements and confirmed that I had not received any refunds. I asked to confirm the card that the payment was returned to, but the company was unable to do so. I reached out a total of 8 times with no response.

  • Initial Complaint

    Date:08/16/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently purchased a dress from this company online. I never received the dress, and I cannot get in contact with them to get a refund. Total amount is $52.15.

    Business Response

    Date: 09/19/2022

    Business Response /* (1000, 13, 2022/09/19) */
    "Dear ****** *******

    Good day!

    Thank you for contacting us about this matter.

    For us to validate your concern, we highly recommend you send your order number or transaction receipt so we can
    do our best to help you.

    Just in case you still can't find your order number, you can also provide us the following information (as much as possible).

    1. Email address you registered on our website.
    2. Transaction ID or Receipt number or Invoice ID: Examples such as ***************** (a series of 17 numbers and letters)
    OR ***************************************************************(c+13 numbers+.1 )
    3. The screenshot or picture that PAYPAL/your bank sends to you for confirmation.

    Looking forward to your response.

    Thank you and have a great day."



    Best regards,

    ******
    Customer Service Team
    www.lukalula.co

Lukalula is NOT a BBB Accredited Business.

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