luxhair.com.au Reviews 25

Ordered over $300 worth of products ... immediate contact but no tracking ... 5 followups ... responses vary from lack of staff to the will followup and let me know... lodged a complaint with PayPal and received half my order 2 months later ... still waiting the balance after 3 months.
DO NOT Purchase from this store

SCAM BEWARE: the salon runs a scam online web store. My daughter placed >$250 of order over a month ago with nothing shipped and no response to countless emails. Turns out many have been scammed in same way when you read their Google review

Ordered from their online store in mid July $200 worth of products. Unfortunately didn't notice at the time that I didn't recieve a shipping notification and this should have flagged an issue straight away. Two weeks later when I have started to look into the issue I am going straight to their mailbox on the 'online store's' phone number, and no response to the email.
When I speak to the reception for the salon they seem to be covering for the online store and making up lies like 'they must be in a meeting', or 'I will pass the message on', when from everyone elses reviews this has been going on for months and they keep pretending that the online store is functioning.

SCAMMERS
Over $200 worth of products & no delivery! Emails, phone calls & nothing…
Raised dispute with bank & I will not stop there.
Absolute disgrace…
Stealing money from innocent consumers! You have messed with the wrong person this time 😡😡😡

Do not purchase from this store!!!! They don’t send your items you pay for & when emailing them they dismiss the question or don’t reply to your emails!!! I’m now disputing it with my bank in hopes I can get my money back from this company who steals from there customers. They should be ashamed!

All these reviews are correct, I have also ordered from the shop at luxhair.com.au and is a complete scam, they take your money and then you will hear nothing. Tried several times emailing, ringing the mobile number and calling the shop with no response back and no product sent! This is disgusting behaviour for a registered Company and they need to be looked into.

Do not use this company. I have had the same experience with all of the below reviews. I ended up filing a report to Fair Trade NSW, only at this point was I contacted by the company & reimbursed accordingly - after nearly 3 months of incompetence.
I urge anyone with this experience to keep receipts & lodge a claim with Fair Trade. Seems to be the only way to be taken seriously.

I’d give them zero stars if I could. AVOID THIS COMPANY AT ALL COSTS! I ordered $300 worth of products from them and after 2 weeks of absolutely no communication regarding shipping, I contacted them to ask for a tracking number. I sent several emails, Facebook messages and Instagram messages, all which were completely ignored. I tried calling every number on their website - no answer on any of them. I commented on their current Instagram posts to try and get a response. All of my comments were deleted and STILL no response from them. The only way I managed to get a response was by reporting them to Afterpay, at which point they cancelled and refunded all of my order except for one product. I’ve just finally recieved that one product and it is a USED PRODUCT. The safety seal was already cut, there’s sticky residue on the bottle where a sticker has been peeled off and it appears some product is missing. This is a $75 bottle of hair treatment. I purchased a NEW product, not a used one. Absolutely disgusting business. I’ve emailed them to complain about the used product, but I’m sure I’m dreaming if I think I’ll ever get any response from them. I can’t believe businesses like this are allowed to operate.

DO NOT ORDER FROM LUX!!!
No stars from me!!! This company is absolutely pathetic! No business accumen!!!
Placed an order on 12 July 2024 and waited patiently. Left a message to follow up a week later and then received a response from their support team telling me that they are investigating. Sent another email a week later and no response!

I have now raised it with my bank to investigate and get my money back!!!

Pay the extra from a trustworthy company!!! These people are scammers!!!

SCAM ‼️
The star rating is -5!
One star is ticked because this was the only way I could write the review. I have been scammed out of $320 worth of products.
Was provided with a tracking number that never moved past processing. Emailed support to be told they’ll look into it. Contacted Australia Post and they have no record of any contact from them on my order. You ring the online number and can’t get through, can’t leave a message. No one contacts you back. No replies to email. I rang a store to complain and they hang up. Do not buy from the company. It is a scam!

I ordered shampoo and conditioner from Lux Hair on 2/7/24. I made transaction with Afterpay. I have not been given a tracking number so I emailed them. They sent an email saying they would investigate why my goods had not been packed yet. I emailed them again similar reply. I have started a dispute with Afterpay. I emailed and said I wanted a refund (no reply). Companies like this should not be allowed to have an ABN or trade in Australia.

If I could give 0 stars I would
Terrible customer service, have ordered over $150 worth of products that I ordered over 2 weeks ago and still haven’t received them
I have contacted them multiple times,no replies And no help
I then said I wanted to cancel and still nothing
absolutely the worse customer service I have experienced
Do not order from this company

Sadly I wish I had read the reviews before ordering online from this company. I have been chasing my products for 6 weeks - $180.00 I spent and they have not sent them. They keep fobbing me off when I email them, called and got a voicemail. I have no ETA on when I will receive my products and they will not provide a refund.

Very disappointed with the service. Order my product worth hundreds of dollars since 11th of June. Need to call several times to chase update about shipping info. Finally got tracking number but the status has not changed since 18th of June because Australia Post has not received the package. I am still waiting for an update again today after email and voice message. To the business owner, please treat your customer with care if you really serious about doing online shopping business. Your shipping policy stated that it will take between 5-10 days for product to arrive. Up to this point i feel like this might be some sort of scams

The worst online shop I have ever ordered from. I’ve been waiting over a month for nearly $400 worth of products. Customer service is also a joke save yourself the stress and do not order from them.

Shipped 3 weeks after i sent several emails and asked for a refund. DO NOT order from here. Extremely poor communication skills too.

For the love of god DO NOT order from this company!!!

Ordered something on the 6th of April,
Keep getting generic emails from them saying they will look into the delay blah blah, so I asked for a refund. They didn’t respond but sent an email saying the item has been shipped. It hasn’t. For a week the tracking has said “ready for processing” so they generate the tracking number to shut you up and to make you believe it’s on the way, but then they don’t post it.
I’ve made a claim through PayPal to get my money back so here’s hoping!

Absolute crooks! Disgusting will never ever use them again.

DO NOT PURCHASE FROM OR SUPPORT THIS BUSINESS.

Would never shop with again, the worst online experience I have ever had, with an even worse customer 'support'.
17th March: Order placed ($376.13)
28th March: I emailed asking if the item had been shipped and is so, what was the tracking number.
1st April: Your support replied stating it would be looked into.
3rd April: After receiving no follow up, I emailed again asking what was going on, citing the lack of urgency from Lux Hair
3rd April: Your support replied stating there has been a shipping process error which is being followed up
3rd April: I replied stating this was a very similar email to what I had previously received, I also asked why no compensation had been offered by the company and voiced that surely my first email would have sparked urgency in ensuring the order was prioritised.
5th April: Your support replied addressing none of my concerns or offering compensation, simply provided the tracking number.
8th April: I replied asking what was going on, the tracking number was simply stating 'Processing', I also asked for a refund as it had been nearly a month since first placing my order.
8th April: Your support replied, asking ignoring everything in my email, simply stating it would be followed up.
11th April: I called the support number listed on your website which directed straight away to one of your stores (I would suggest fixing this error), I explained I had been directed to the stores number, they asked for my details and said someone would call me. They did not.
11th April: I called the mobile number listed on the website directly, I got through to someone who seemed to be russling with papers, not overly caring about my issue. He stated the item had been posted and he would check with the post office and get back to me. He did not. I also contacted Auspost myself and they stated that if a package was listed as processing, it had simply been lodged with them, not collected or sent by the sender.
12th April: I received a notification from Aus Post that the item had been collected, meaning, it was never sent on the 5th April as stated.
12th April: Sent this entire timeline to them asking for clear answers.
16th April: Received no reply, emailed stating if not reply I would be posting as a review.
Not only am I appalled at the number of times I have had to follow up, but I cannot believe the lack or organisation, care or urgency shown by your company. Your support email allowed for no concerns to be addressed, emails were ignored and I have been lied to. Nothing has been offered to compensate mistakes made by your company. The package is estimate to arrive by the 23rd April, over a month since the order date. Do you think that is acceptable? Is this how you would like your family to experience purchasing products, spending hundreds of dollars?
Simply apologising for inconveniences means nothing if no action is taken, so please do not insult me and state this again.

Same problem as others have mentioned here, still waiting for my 3 products to be shipped, ordered almost 4 weeks ago and spent $162.40. I keep sending emails and receive generic responses saying that the shipping is delayed and that they are escalating, I have sent multiple emails, and the adhoc responses come through pretty much stating the same thing each time. I only wish I had read these reviews before I ordered. I will now be demanding a refund. Will NEVER EVER order from this business again. It is hard enough at the moment with increases to cost of living, and now we have to fight for products ordered to either be shipped or refunded, very disappointing and unacceptable service! UPDATE: 22/04/24 - After sending alot more emails to follow up on my refund, crickets!! This business should be pulled from trading online, they do not care and have no intention of supplying products (and are still advertising specials) or refunding customers! Maybe time for us all to submit our details to Current Affair!

Do not buy from this ‘business’
I’m yet to receive any products or helpful correspondence a month after placing my order
The website looked very legitimate and I used Afterpay so seemed like all would be well however I’m yet to receive any shipping notification and no reply from them as to a refund