Report: #1306099

Complaint Review:

  • Submitted: Tue, May 17, 2016
  • Updated: Tue, May 17, 2016
  • Reported By: Jane — Imperial Beach California USA

    USA Lulu Wiping out volume discount, not disclosing all the conditions, luring customers into buying more, making the purchase more expensive Raleigh, NC NC, Internet

*Author of original report: Lulu Wiping out volume discount, not disclosing all the conditions, luring customers into buying more

*UPDATE Employee: The Fine Print

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Lulu offers a volume discount encouraging to buy more books at once in increments of 30. At the same time it offers some coupon discounts and promotions. It keeps customers unaware that a volume discount will be wiped out at the checkout because they treat a volume discount (which they solisit at the beginning of the purchase) also as a promotion. To make matter worse the text of coupons is vague (for example in Mays 2016 promotion 15% OFF AND FREE MAILING it says "some restrictions apply". You could not find what kind of resrictions and there is no such option at checkout as FREE MAILING. They simply force you to pay a very high price for shipping, by eliminating the volume discount and apply a coupon discount.

I spoke with their Marketing Director on 5/17/16 and they confirmed that they are removing volume discount at the checkout while applying a coupon, so they treat volume discount they initially solicited with client as another promotion (and they do not use 2 promotions at once). [continued below]....


A volume discount cannot be treated as a promotion because this is an initial contractual agreement made at the beginning of the purchase, and it has been removed at the end of the purchase without client's knowledge. This brings Lulu a lot of additional income while they are shamelessly ripping off their clients. Customers, beware!



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#1 Author of original report

Lulu Wiping out volume discount, not disclosing all the conditions, luring customers into buying more

AUTHOR: - ()


That's exactly what you're doing: 1.solicit to buy more quantities at the beginning of the purchase in increments of 30 (in such case the volume discount if NOT A PROMOTION, BUT THE PART OF THE INITIAL AGREEMENT, which you silently violate at the checkout) 2. the coupon you demonstrate is a perfect example and shows that "some restrictions" have never been disclosed anywhare 3. There is no such thing as FREE MAIL at Lulu's checkout, there are only three paid (and very expensive) options. 4. The weight limit (14 lb) has never been mentioned anywhere in your advertisement/. You intentionally mislead your customers for your monetary gain, Lulu.

Stop playing games, Lulu, people are not idiots.  

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#2 UPDATE Employee

The Fine Print

AUTHOR: Glenn@Lulu - (USA)

Lulu occasionally advertises discounts that can be combined with our author bulk discounts. When this is the case, the coupon and email text will clearly state the discount can be combined for greater savings. In this case the coupon restrictions clearly state that the discount cannot be combined with other offers. I have attached a screenshot of the email containing this offer. Other restrictions listed for this offer are specific to free US mail shipping. These include weight limitations and destination restrictions to comply with USPS delivery requirements, hence the suggestion in the email text to break up large orders into smaller shipments.

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