Luxola

Recently I've purchased quite a bit on their website during the black friday sales. They had a 40% storewide sale although the discount did not apply to ALL of their items. I was expecting that my order would arrive within 3-4 days as per usual (cos i've shopped with them before, and their shipping was fast to both Malaysia and Australia), but this time my order arrived after a week although I understood that they had a major sale and they must have had thousands of shipment, etc etc.

My order arrived on a Monday to my PO box and I picked it up on the next evening. BUT Luxola emailed me the next morning saying that some items that I've purchased is OUT OF STOCK. Yes, the items that I've paid for approx 12 days before my order arrived were out of stock and they 'will' refund my order. To top it off, they sent me an incorrect item which I paid a goddamn a lot of money for and I could not send it back because a return slip was not provided.

9 days on, enquiry after enquiry, no solution has been provided and zero amount of money has been refunded. Their customer service is $#*!ty and emails are only being replied after 2 days. I think their service is going downhill since Sephora took over the company recently.

Used to be good when it first launched and were manned by the boys Gabriel and Paul. They had a new manager and no one answers the phone from then on. The Indian manager said it is not a priority and I stopped patronizing them with the collection services since as I do not feel welcome. The subsequent services conducted online were hit or misses. Bad knowledge and think they can get away but bluffing through. Now they no longer have card discounts on top of the bad service with the new name. I rather shop direct at the store.

I bought from them twice, very fast shipping(got my products after 5 days of purchasing). Good products, the only thing is they dont have enough brands!

Ordered a gift from this site. The site lured with a first time customer discount, but when i got to the check out it did not apply. Contacted the site, and they got back within couple of hours but still did not let me use a first time customer discount. Apart from that, the order was delivered the next day as promised.

The product box was ripped and some other products were just in a plastic bag vs to being in a box if bought in a store. After speaking with a representative on the phone, i decided to keep them as I simply did not have the time to return them and wait for new ones.