There has been significant back and forth with LulaRoe over the past three days.
We’ve spoken to multiple reps, their PR firm, an executive, and even more former reps that have left the firm over the last year. The feedback has been all over the place. Some reps fiercely defend the brand, the anonymous executive we spoke to was non-committal in his defense, and former reps who feel jilted by the firms shifting returns policy remain upset.
Multiple angles of the return policy have been covered, so we thought it best to bring you a voice that we believed shared a unique perspective on where the firm stands and what could be going on behind the scenes. Here is their take, unedited:
“I want to start by saying that you guys have done a really good job of getting the pulse of how the camps are divided right now inside and outside of LulaRoe. And there really are three camps at this point – reps who love the company and are firmly behind the mission, reps who are doing well within the company but are concerned about where things may be headed, and then the vocal minority outside the firm who believe the worst of what LulaRoe is. A little more about each group…”
“The vocal majority within the firm and actively pursuing their version of the LulaRoe dream still love the company and have taken the firms stance on returns, which is this: if you are committed and growing your business you aren’t having to return $5000 worth of merchandise, so the return policy just doesn’t register with them. They love the company, will fiercely defend it, and think that leadership is in the right.”
“The ‘silent majority’ so to speak, continue to work with LulaRoe, but are wary that some of what their non network marketing friends have said about the industry could be true. That LulaRoe may not be all that it claims to be and they could somehow get hurt in some way. They ‘hope’ that isn’t the case, but they are concerned that they could get left holding the LLR bag. Still, they forge ahead, and keep quiet, not wanting to make waves and cause any problems.”
“The vocal minority that have left the company over the past couple years are a little bit too vocal if you ask me. Some of their claims are out on the edges, and even they know it. I spoke at length with one of them, as part of an internal outreach program to illicit feedback from former reps and if you were to believe what they were saying, well, that would be on you. Emotions have taken the place of any facts of any kind. And look, I get it. When you combine money issues, with trust issues, and maybe a small feeling of failure; it makes for a toxic mix.”
“Still, I think the firm can do a better job of handling this whole thing. There is a place for some measured compassion for the vocal minority, some reassurance for the silent majority, and the reps that remain all in on LLR will continue to follow. My hope is, frankly, that leadership will get out of their own way a little bit and create a couple fixes to the return policy and then strictly follow them. That way, good or bad, the ambiguity is gone. Remove most of the doubt and you immediately shore up the two thirds of support that want to stay on your side.”
We found this conversation, with a source inside the firms headquarters, to be truly illuminating. It seems that executives at LulaRoe are still dealing with how to ultimately deal with this problem. And make no mistake, it remains a problem. Whatever path they choose is almost irrelevant at this point – but they have to choose a way forward. The worst decision they can make is to make no decision at all. That would be tantamount to death by a thousand cuts.