After dealing with an influx of complaints about the quality of their leggings, retailer LuLaRoe is now refunding unsatisfied customers. The brand—which sells products across the nation through independent salespeople—will now issue full refunds for defective merchandise that customers purchased in the past 16 months. LuLaRoe calls it their new Make Good Program, and the program’s policy reads as follows:
If, between January 1, 2016 and April 24, 2017, you purchased our
product in the United States directly from an authorized LuLaRoe
Independent Fashion Retailer, you may be entitled to a product
replacement, a LuLaRoe Gift Card, or refund for the original purchase
price if the product purchased contained a defect in materials or
workmanship. This Program is available for claims made no later than
July 31, 2017.
The program comes after a wave of customer complaints about the brand’s signature $25 leggings, which come in different colors and quirky patterns. Customers took to social media to complain that the LuLaRoe leggings ripped easily—often on first wear—and a Facebook group called “LuLaRoe Defective/Ripped/Torn Leggings And Clothes” now has more than 26,000 members. In February, two LuLaRoe customers even filed a class-action lawsuit against the company, accusing the brand of knowing the leggings ripped like “wet toilet paper” and making it difficult for customers to get refunds, reports Business Insider.
With LuLaRoe’s new Make Good Program, unsatisfied customers can now contact their salesperson to start the refund process or submit a claim here on the LuLaRoe site. “We listened and we heard the feedback from social media and our consumers and even from our retailers,” LuLaRoe’s CEO Mark Stidham told BI. “If someone has spent money on one of our products, we want them to feel that they got value for that money they spent.” The brand specifies that the Make Good Program does not apply to products that are damaged by “accident, improper care, negligence, abuse, normal wear and tear, and the natural breakdown of colors and materials that occurs by extended use.”
LuLaRoe also announced today that they’re starting a new Happiness Policy, which will allow customers to return products they aren’t happy with for a full refund in the first 30 days after purchase. Customers can return products for credit or exchange in the first 90 days. And finally, the brand now has a Limited Warranty to cover any defects found in the “materials and workmanship” of products within the first six months after purchase.
Some members of the LuLaRoe Defective/Ripped/Torn Leggings Facebook group, however, have criticized the brand’s Limited Warranty policy. In the policy’s FAQ, it says that normal wear and tear isn’t covered under the warranty, and “fabric wearing thin, showing abrasions, stains, fading, discoloration, rips, or tears may be considered normal wear and tear.”
“This new defect policy is pretty vague (shocking!!),” wrote one group member. “Are we talking holes? Are we talking pilling and looking 20 years old after one wear? Are we talking color running and staining? Sizing inconsistencies? Does anyone know specifically what this covers?”
Basically, it’s unclear if this will truly be the end of #LuLaRoeLeggingsGate2017.
h/t Business Insider
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