Purchased an item not received been over 6 weeks. The company are pretty much uncontactable too and don’t reply to any emails. Avoid at all costs
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Have bought around 5 pairs of shoes from Lusso Usato over the last 12-18 months. Have always been really happy with my purchases. Their customer service before and after the purchases has been fantast... See more
SCAM, SCAM , SCAM , don't order anything from this site , next day delivery never happened, it's been 2 weeks since placed the order and no update , contacted via email several times and no reply. M... See more
Absolutely amazing! Even though the majority of the shoes Lusso Usato are ‘used’, they are hardly used! But they also do brand new pairs! Always immaculate condition having ordered over 6 pairs with... See more
Company replied
Company details
Written by the company
Specialists In Authentic Pre-Owned Luxury.
Contact info
United Kingdom
- +447387182547
- contact@lussousato.com
- lussousato.com
3.3
Average
126 reviews
Replied to 42% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
You can improve and your exchange and…
You can improve and your exchange and your return policy your company is not
that Bad my experience with you exchange was not good to me I have to keep chasing you up you never reply to say you never have the size I want it is me have to messages you and then I know what is going on and your reply to emails are long to get back to some one not good
April 11, 2025
Reply from Lusso Usato
Hi Jay,
Thanks for your feedback. We're sorry to hear the exchange process didn’t meet expectations. Your return was received on 7th April, and the replacement/exchange pair was sent out on the 10th, after we had agreed this via email. We appreciate your review and will use your feedback to improve moving forward.
Best regards,
Connor
Lusso Usato
Reply from Lusso Usato
Hi Craig,
Thank you for your great feedback! We’re thrilled to hear the item arrived as described and swiftly. We appreciate your support and look forward to serving you again soon.
Best regards,
Connor
Lusso Usato
Reply from Lusso Usato
Hi David,
Thank you for the excellent feedback. We’re delighted to hear you’re happy with both the product and our service. We truly appreciate your support.
Connor
Lusso Usato
Second time using this site
Second time using this site, great service and quick delivery.
March 26, 2025
Reply from Lusso Usato
Hi Abdul,
Thank you for your continued support! We’re pleased to hear you’re happy with the service and fast delivery. We look forward to welcoming you back for your next order.
Best regards,
Connor
Lusso Usato
Reply from Lusso Usato
Hi Peter,
Thank you for your feedback. We’re sorry to hear you’ve experienced delays in our response times. I see you last communicated us via WhatsApp regarding your selling enquiry, and we’ll ensure any future queries are handled more promptly.
We also want to thank you for your continued support, as we’ve noticed you’ve placed five orders with us over the past 18 months. We truly appreciate your loyalty and are always here to assist with anything you need moving forward.
Kind regards,
Connor
Lusso Usato
My louboutins look brand new as if they…
My louboutins look brand new as if they have never been touched. The delivery of the product was incredibly fast too. The staff were really helpful and welcoming.
I recommend you buy from Lusso Usato.
January 25, 2025
Reply from Lusso Usato
Hi Yahya,
Thanks so much for your fantastic review! We’re so glad to hear that you are happy with the Louboutin's and your experience with us.
We really appreciate you recommending us – it truly means a lot!
Kind Regards,
Connor
Lusso Usato
Selling items of questionable authenticity and ignoring return attempts
I ordered the following bag in mid-January: OFF-WHITE MONOGRAM CAMERA BAG 25 | BEIGE (its still on the website)
I received the bag right before leaving on a work trip, so the bag has been waiting for me at home. Once I came back, I tried the bag and found out that its strap is rather short for me, also there were some doubts about its authenticity since some details about it didn't match photos on official OFF WHITE website (the item in question is listed as "monogram camera bag 25" - the strap is different, the small tag on the left is attached to a different place and the strap is attached to the right side in a different way). However, I wasn't feeling like risking it and decided to use my legitimate right to refund. Since the return window was commencing shortly after my return, I tried to reach the seller in various ways in order to get details on the returns process, including Instagram, WhatsApp and a couple of emails (all these means of communication are suggested on the shops official website). My first attempt to reach the seller took place on Wednesday 22nd, and there was still time to ship the return parcel. However the seller has been ignoring all my messages ever since and therefore the return window has closed. There's still no reply from the shop, so it looks like a scam - selling goods of questionable quality and ghosting me on an attempt to return it in accordance with the store policy and my consumer rights.
Bottom line I would strongly suggest against buying from this seller.
January 10, 2025
Reply from Lusso Usato
Hi Karim,
Thank you for taking the time to leave a review. I’m really pleased to hear that you enjoyed your shopping experience with us. Hopefully, we’ll have the chance to assist you again soon.
Connor
Lusso Usato
All good with delivery and product
All good with delivery and product. Communication is not great but they are 100% legit.
December 14, 2024
Reply from Lusso Usato
Hi Aaron,
Thank you for taking the time to share your feedback. I’m glad to hear that you were happy with the delivery and the product!
I’m sorry to hear that our communication didn’t meet your expectations. We truly value your feedback, as it helps us improve, and we’re always looking for ways to ensure a smoother experience for our customers.
If there’s anything specific we can do to assist you or if you have any further suggestions, please don’t hesitate to reach out. We appreciate your trust and hope to serve you again in the future.
Connor
Lusso Usato
I was very disappointed because the…
I was very disappointed because the shoes came used
December 10, 2024
Reply from Lusso Usato
Hi Alex,
Thank you for your feedback. We’re sorry to hear that the item didn’t meet your expectations. As a store specialising in pre-owned items, we strive to ensure transparency by clearly indicating this on our website. Each product is thoroughly condition-checked and individually photographed so customers can see the exact item they will receive. However, we apologise if this may have been misunderstood at the time of your purchase.
I can see that you’ve since returned the item for a full refund, and we’re pleased this was resolved for you. If you have any further questions or need assistance in the future, please don’t hesitate to reach out—we’re always happy to help.
Connor
Lusso Usato
The quality of the product was very…
The quality of the product was very poor and not what it was expected for the price. The same shoes is on sale for 250 pounds.
November 26, 2024
Reply from Lusso Usato
Dear Mosen,
Thank you for your feedback. We are sorry to hear that the product did not meet your expectations. We strive to provide the best value for money when offering pre-owned luxury items and carefully assess the condition and pricing of each one to ensure our customers receive a competitive offering.
As you chose not to return the item, we hope that you have ultimately found it to be a worthwhile purchase. However, if there is anything further we can assist with, please don’t hesitate to reach out. Your satisfaction is important to us, and we are here to help.
Connor
Lusso Usato
don't buy anything from this site
don't buy anything from this site, I bought a pair of sneakers that I paid £219 for and they had a broken sole, I couldn't even wear them
November 13, 2024
Reply from Lusso Usato
Hi Paul,
I’m sorry to hear about your disappointment. From our previous conversation, I understand that you were expecting a brand-new product. As we specialise in pre-owned luxury items, we appreciate that this may have come as a surprise when your order arrived.
We strive to make our pre-owned message as clear as possible on our website. Each product description includes details about its condition, and we photograph every item individually to provide an accurate reflection of the product the customer will receive.
That said, I apologise once again for any misunderstanding, and we've taken steps to make our message about pre-owned products more prominent on the site to prevent future confusion.
I see that you returned the item for a full refund, and I’m pleased this issue has been resolved.
Kind regards,
Connor
Lusso Usato
Reply from Lusso Usato
Hi Nicolae,
Thank you for your kind feedback! We’re thrilled to hear that you’re happy with your experience. If you ever need anything else, don’t hesitate to reach out—we’re always here to help.
Connor
Lusso Usato
Reply from Lusso Usato
Hi Ian,
Thank you so much for your wonderful feedback! We’re thrilled to hear that you're happy with your new Louboutin's and the service you received. If you ever need anything else, feel free to reach out.
Thanks again, and we look forward to serving you again in the near future!
Connor
Lusso Usato
STAY AWAY
Should have verified the reviews before but I ordered through eBay and it appeared to have good reviews on there. Anyway lesson learned, will never use them again, report them. Been completely ignored by them
October 28, 2024
Unprompted review
I purchased a pair of trainers which didn't fit
I purchased a pair of trainers which didn't fit so sent them back first class tracked sign for the next day which they received I've sent them 4 messages in regards to my refund but no reply luckily I paid through PayPal and now had to open a dispute to get my money back DO NOT USE THIS WEBSITE OR COMPANY BIG RED FLAG 🚨
October 7, 2024
Been ignored when I asked to cancel the order
Been ignored when I asked to cancel. It said 1-2 days delivery time. It’s now been 3 weeks and nothing. I have emailed multiple times and gone on the live chat multiple times all with no response. This is on a £310 order. And I’ve heard nothing.
October 5, 2024
AVOID!
I ordered and paid for two pairs of trainers
Only one arrived.
No customer service. No response to emails. It’s now been 4 weeks with no response. There is no contact number!
Avoid.
September 21, 2024
The item came in perfect condition and…
The product quality is consistently outstanding, exceeding my expectation. I highly recommend this business.
September 22, 2024
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