Good, clear and to the point communication. 👌🏻👌🏻🙌🏻 As a customer I had at any time a good overview of what was happening. Delivery was very fast and the product kept what it promissed. Thank you! 🌸
Items received, however contacting the company office is a total waste of time no one answers the phone.
This is the first time I purchased anything through this site Lux Lair. I was not aware the eye glass frame was from Germany, but it was ship through express DHL and I received the item within few days. And the item was received in brand new condition withmanufacturer's case and tag. Etc.
After purchasing my item, this company never emailed me any order confirmation or tracking. I thought maybe I just typed my email in wrong. That was until I started getting marketing campaigns and requests to post a review in my inbox. I have since requested to return my item and there is yet to be any email with my return shipping label or refund details. I submitted my request almost a week ago at the time of writing this review. Absolutely ridiculous.
Overall, I would do business with LuxLair again. Their Customer service took the time to address my concern and did so in a very satisfactory manner. While I'm not floored by the designer product I purchased, it's second hand and difficult to truly judge the quality until actual inspection, in person. They do offer a return policy. Lesson learned when dealing with second hand goods. Overall, Lux Lair was very accommodating and provided options when I was disappointed in the purchase. I would do business with them again.
My wife has had her eye on a certain item and I wish I had bought it long ago when she originally told me. As time went on, it became tough to find. Lux had one in stock and while advertised price was initially higher than MSRP (and I was prepared to give up) we talked about it and we were able to make a deal. Everyone wins. Item was shipped fast and received in excellent (NEW) condition as promised. No complaints here, and I won't hesitate to recommend these folks.
Genuine merchandise. New with tags as described. Excellent customer service with expeditious response times. So far, I have ordered 3 times. I did have to return one item since it ran very very large. I had no issues with the return. I will be a returning customer.
I received my 3 items very quickly and they were packaged very nicely.
Vic and Krista are very nice very professional and I love that they have a great return policy. I will continue to shop with them!
I purchased an item on the 2/8/24, I wasn't notified or inform about my item being shipped for a whole wk. I had to reach out to their website before I was informed. I'm about to go on a trip for a wedding, I'm hoping my item reach on time. Customer service was good I must say but shipping Department have to do better
We deeply regret the delay in shipping your item and apologize sincerely for any inconvenience this has caused. Typically, orders are dispatched within 1-2 business days, and it is never our intention to deviate from this standard. We have passed your feedback on to our warehouse team and are committed to implementing measures to prevent any future delays. Your satisfaction is of utmost importance to us, and we hope you give us the opportunity to serve you again in the future.
My order arrived today. The delivery date mentioned was the first of two hubs en route to the final destination, which is Singapore. Again, thank you for world class customer service, and Happy New Year!!
I am very pleased with my overall experience. The selection, price, and delivery have been nothing but positive. I even got my order earlier than expected! I will never purchase anywhere else for my MK again.
I loved the bag and how fast on lux lair's part you shipped it out. The problem came when dealing with the carrier. They lost my package in transit. So even though the package was 2 day delivery. It took 2 weeks for me to get it.
I discovered that someone had made a purchase using my email and debit card from this company a couple weeks ago. I tried to talk to someone but no one was immediately available. Had to leave a message and they responded via email. And their response was less than helpful to stopping this fraudulent order. And that afternoon, another order, of over $200 was made on my card. I have now dealt with it via my bank.
We regret to learn that a purchase was made in our store against the customer's wishes. The customer contacted us on 5/29 at 10:01pm (after hours) to inquire about the details surrounding a purchase that was made on 5/18. We responded to her the very next morning at 7:51am via email to share the details. This order had already shipped and was past the point of being able to be stopped (we tried). We advised the cardholder to contact her bank. The second order was placed on 5/31 and although recently shipped, we were able to stop it. Therefore, we gladly canceled this order and refunded the customer in full per her request.
Easy shopping experience! Found the perfect purse in the color that I had been looking for but could not find on other sites. It came well packaged to prevent damage in transit. I love the item & the shopping experience!
First of all you guys are awesome to do business with I appreciate you greatly. The shoes are amazing and they look and feel wonderful. You guys have been a Wonder to deal with and will definitely be looking towards you for future purchases
It was good except for the shipping. I am a teacher and can't be home during the day to sign for packages. So I told the USPS that and the next day they left it at my door and that was fabulous! Also, I live in a very safe neighborhood and have packages all the time and sometimes they sit there awhile and it's okay.
Receive my 2 bags as shown and describe, delivery right time they promise, during the show they take their time to show the item respond to all your question👍
So far ( my first time purchasing from this company), has been very good!
This company is AWESOME! My experience from start to finish was perfect! The wallet I purchased was exactly as described and I Love it! Shipping was quick and packaged well. I WILL be ordering from Lux Lair
Again.
So far ( my first time purchasing from this company), has been very good!
I wanted to return a purchased item. There were no papers included in the order. I went to the Luclair website and tried to fill in an on line returned form. Here is my experience:
1. On the on-line form, my order number CAN NOT be found (which makes me question whether Luxlair is legit);
2. I called the Customer Service #. No one picked the phone. The automated recoded message is that the Luxlair can not take phone calls because of COVID 19 RESTRICTIONS! It is 2024! The Covid restrictions ended in 2022!
3. I logged into a Chat Box (as advised on the Customer Service page). No one was answering my question on the return. I was sitting and waiting for a response from the Chat for 60 minutes!
4. I sent an e-mail with my question at *******@luxlair.com as advised at the Customer Service Website. I am still waiting to receive a response or at least any type of communication.
The bottom line, judging from the current experience on returns, Luxlair is not legit, because it seems the retailer does want to accept any returns. If Luxliar wouldn't answer for 30 days, then the return period would expire, seems like a very simple strategy.
Regarding the quality of the received item, it cam with no tags, so it quite might be a pre-owned item. I buy a lot on-line, so from my experience with other retailers, new items ALWAYS always come with tags.
We sincerely apologize for the inconvenience you encountered while attempting to return an item. Unfortunately, during the time of your return request, our website's online return portal experienced technical issues, hindering customers from utilizing our self-service option.
Regarding our communication, while we aim to provide real-time assistance through live chat or phone, there are instances when our representatives may not be readily available. However, we are committed to addressing all inquiries promptly, striving to respond within 24 hours or less.
Upon receiving your email, we promptly processed your return request and provided you with a return shipping label within a few hours. We are pleased to confirm that the item has been successfully returned to us, and you have been fully refunded as of 4/27/24.
Please accept our sincerest apologies once again for any inconvenience caused. Customer satisfaction is paramount to us, and we sincerely hope for the opportunity to serve you again in the future and provide you with the exceptional experience you deserve.
The shoes I purchased were damaged, so not only couldn't I get them in a timely manner, but I couldn't get the pair I request.
We sincerely apologize that we were unable to fulfill this customer's order. The Christian Louboutin shoes they ordered were the last pair we had in stock, and they were not in sellable condition, unfortunately. That said, we communicated this to the customer in a timely manner and promptly issued them a full refund, as well as a coupon for a discount on a future order.
Overview
LUX LAIR has a rating of 4.2 stars from 120 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with LUX LAIR most frequently mention customer service and fast delivery. LUX LAIR ranks 9th among Designer Clothes sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
We sent the customer an order confirmation email immediately after their order was placed, as well as a shipping confirmation email with their tracking number after it shipped. However, both of these emails ended up in their SPAM folder. We sincerely apologize for this and advise all customers to check their SPAM folder, if they haven't receive an order or shipping confirmation email from us. Regarding the other emails the customer received, these were sent from 3rd parties (not directly us), which is why they were not routed to their SPAM folder.
Lastly, regarding the return request, the customer made this using our self-service returns portal and unfortunately, due to a technical issue, it was never processed. We accept full responsibility for this.
That said, as soon as the customer reached out to us directly via email, we responded within hours and provided them with a return shipping label. In the coming days, we received the customer's return and fully refunded them.
We sincerely apologize for any inconvenience this customer experienced and have resolved the issue with our self-service returns portal on our website to prevent any future issues.