LUISAVIAROMA

Company of frauds and liars!I'm leaving one star only because there is no option to rate them on less than this! I've ordered a pair of shoes,while I was in holiday (travelling for 2months in different countries) as I needed them for an event! On the web site express delivery was 1-3 working days -they arrived after one week just 2 hours before I was checking out and flying in a different country. The day after I tried my shoes when I've noticed one shoe size 37 and the other one size 38! Called customer service and I've been told to send an e mail which I did sent,but not one as had no answer for a week! After a week they are saying that they are sorry but can't accept returns from a different country so I should keep my shoes one 37&one 38! First of all I wanted the exchange and not the return and they have treated me like it was my fault that they have sent two different sizes. Of course it was my fault! I've changed country! LUISAVIAROMA is a fraud and a company of liars don't buy from them!

Requested size UK 10 shoes. Sent me size 9. Told me they sent correct size even though it clearly states size 10 uk on my order. They are prepared to take the return but will not refund postage. Contacting customer service is robotic. If you want a hassle free service. Do not buy anything from these cowboys. Worst online experience ever

Good morning, after a week and a half chasing my parcel I give up. I bought a dress for a graduation ceremony and paid 15 euros for shipping because I live in France. Initially there was a problem in the communication of my address by you to the courier, after two attempts the shipment was refused and after spending hours on the phone with DHL and associated customer service agents (spending more than 35 euros in calls) I am told the only way to receive the package is if I was at home to sign for the pickup (besides even when I was at home during the pickup time I never received a call) So how does a person who works all day and lives alone? I asked you to unlock the possibility of picking up the parcel at a collection point, you said yes but nothing has changed. I called you 7 times and each time you opened a file for me urgently, it's a pity that nothing has been resolved and the response time to emails is eternal. What's more, every time you reply you invent a different problem which does not correspond to the courier. Now the status of the shipment can no longer be verified and at this point I think my parcel is missing. I no longer have the time, patience and energy to keep up with this order. Take my dress back and give me a refund for the shipping, customer service calls and compensation for not having the dress for the ceremony. I am deeply disappointed and do not recommend anyone to buy from the site especially in case of international shipping.

I wish I could give it 0 stars. We bought a backpack for my son on December 18,2019 and it still hasn't arrived. We have complained several times and they give the same automated response. It doesn't even seem like they are reading what we send them. We asked for our money back and surprise, surprise, they won't give it to us. They also don't give us any estimate of when they will deliver it. This place is a complete scam, this is the first and definitely the last time I buy anything from them.

I've been trying to use my points for over a year now and every time I put in the points that I earned they say sorry it's not valid for this purchase and my purchases like $4000, just save your money for SSENSE and the companies that actusly give your discounts and the points u earned pretty much an overpriced scam and I bought a lot of stuff with them! No more order from me! They don't even help u to use your points because it's a scam I tried using them over and over again never worked not even on 4000$ orders and bang expired, no help nothing! Save your money they don't honour their rewards at all. So I've been shopping on Farfetch SSENSE and CETTIRE and everything is simple AND THE TRUTH!

I received a purse for 380.00 on april 4 from this company the purse/belt bag has fallen apart the belt bag straps and the code clinches for me to wear across me. This company is staying wear and tare how when i had for 3 days. I don't care if i wore for 3 days straight it should not be falling apart
Never again

Ordered size 6 uk trainers paid 16 for delivery and they sent box witg size 6 on and size 4 trainers also a pain trying 2 find out how, 2 return these

Very poor customer service and return item process.

If by some chance someone makes the mistake of ordering the female version of the exact same product(Jeans) they refuse to switch it for the male version even if you call them 5 minutes after placing the order.

The process is ridiculous and completely lacking common sense!

Instead of switching the item that is the same price you have to:
1. Wait for the courier to arrive
2. Refuse the order when it arrives in order to avoid paying for the return
3. Go to the web site and start the return process
4. Wait for the package to get returned
5. Wait for the guys to check if everything is good with the package
6. Wait for your money back OR get store credits
7. Order again and wait.

As I have said: Ridiculous

I would understand if the item was already shipped but contacting you 5 minutes after placing the order and just asking to switch from female to male at exactly the same price is not making any sense.

Please improve your internal process in order to handle those cases in a professional and cost effective manner.

As it stands right now you are experiencing losses: fees for return shipment, the time of your customer support team. Not to mention the environmental impact of sending something from point A to point B and then back again especially when you know that that item will be returned. (actually not accepted)

One more thing: Please make it so that one can cancel an order before it ships. Every decent online shop has that option.

Regards.

Don't trust their Trustpilot rating! They only have such a good one because they flag every negative review and Trustpilot removes it without a question. Generally speaking, you won't find any size diversity on that website. Forget getting anything beyond 3 standard model sizes (IT 38,40 and 42). Moreover, shipping fees are quite high and I've never seen free shipping promotions or anything like that. The loyalty program used to be great, nowadays to use my 40 EUR I would have to purchase for the sum of at least 120 EUR. That is 3 times the value of the voucher! And since there are no sizes to choose from, you don't really have anything to spend the money on (remember that you cannot use the voucher with any discounted items and there's more restrictions like that). Last, but not least, when you buy something from them, be very very sure that it fits because they don; t include a return label! You will have to ask for it, and then print it, running around the city trying to find a printer. All in all, the company has gone downhill and now is one of the most horrible sites for customers to shop from.

I am Private Client at Farfetch, VIP with personal stylist at SSENSE and Moda Operandi, VIP at Dover street market New York, etc. my experiences with Luisaviaroma is the worst I ever had in my life. Every time I preorder on their website, the products never shows up and I have to cancel my orders, they are not even trendy limited edition items. When I kept emailing their customer services for 5 days in a roll and never got a single word response. Will NEVER shop again

So in short, if a customer buys an item from you, has a contract with you, pays you the money and the customer requests the item to be delivered in a safe location however the delivery driver does not deliver it to that location and instead leaves it for everyone to see, you as a company are happy with this service and will do nothing to help your customer out after it was left for everyone to see? And taken from outside my front door? This is the level of customer service you aspire to give all of your customers?... You are telling customers that if the delivery company does not follow the instructions of delivering to a safe place it is the customers responsibility to raise an issue with the delivery company. I'm not sure what level of customer service your company is wanting to achieve but it really doesn't sound good. I'm sure if it was a cheap item that I had purchased you would have had no issue re sending me another one! I'm very confused as to why you are so unwilling to help a paying customer when the delivery company have said that they did not leave it in the safe place that was requested? Still haven't had a rely from this!