LuLaRoe will pay full refunds for any defective merchandise that was purchased between January 1, 2016 and April 24, 2017. The so-called “Make Good” program will accept new claims until July 31, 2017.
LuLaRoe will also start allowing returns on purchases made after April 25, 2017 for a full refund, in-store credit, or an exchange within 30 days.
Customers can get refunds directly from LuLaRoe online or by making arrangements with their Independent Fashion Retailer.
LuLaRoe is a 4 year-old company that sold $1.8 billion in clothing last year, with leggings as a top-selling product. More than 80,000 individual retailers sell LuLaRoe clothing on social media.
Lawsuits claim LuLaRoe knowingly sold leggings that “rip like wet toilet paper” and quickly develop holes in embarrassing spots. One mom told BuzzFeed:
I dropped my daughter off to school and felt a little draft but didn’t notice until I got home. Holes in knees, seams, and the behind.”
The complaints describe LuLaRoe leggings ripping at the seams and on the backside after a few hours. Even so, LuLaRoe refused to provide refunds until class action lawsuits were filed by women who were fed up.
One lawsuit was filed by Terri Doran, a mom in Oregon who ended up with holes in at least three pairs of LuLaRoe leggings. The company would not refund clothing that had already been worn, even after she contacted a lawyer for help, so she filed a class action lawsuit.
She says her “$25 splurge on LuLaRoe leggings turned out to be a complete rip-off.” Her attorney told The Oregonian, “We think there’s quite a few people in Oregon who are also dissatisfied and basically got a product that self-destructed after one or two uses.”
There are thousands of other consumers with similar complaints and a Facebook group with 26,000 members called “LuLaRoe Defective/Ripped /Torn Leggings And Clothes.”
LuLaRoe CEO Mark Stidham said unhappy customers represent a tiny fraction of its total customer base.