Luxury Loft Co.  Reviews 44

Reply from Luxury Loft Co.

Sep 3, 2021

Previous reviews left by this reviewer have been removed by Trustpilot for being defamatory in nature and breaching Trustpilot’s Guidelines For Reviewers for the several reasons listed below. Reviews left by this reviewer on other platforms have also been investigated and removed by the review platforms’ content integrity teams for the same reasons.

- Content is harmful, defamatory and wholly inaccurate and belittling.
- Content is fake and biased with inappropriate and inaccurate statements made.
- Content has been posted with the intention of not only seriously causing harm to our company, customers, and staff but also with the intent of misleading Trustpilot users and the general public as a whole.
- Content indicates that this biased and inaccurate review may be left by a group or individual who has a close association with, works for or is affiliated with a competitor of our business.
- This same individual left us a false review on a different review platform claiming to have placed an order and not have heard anything for weeks and not have been given a refund amongst other false claims. This fake review was removed by the relevant authorities for having false content posted with intent to cause harm to our reputation, did not reflect a genuine experience, and intended to harm and mislead consumers.

While we will not cater to reviews that are a blatant misuse of Trustpilot’s platform and are defamatory in nature, we do state and stand by the below:

- We are committed to ethical retailing and are proud to be fully registered members of The Furniture Ombudsman, an independent not-for-profit organisation recognised by the government and the Chartered Trading Standards Institute, and follow The Furniture Ombudman’s Code of Practice. We are also proud winners of the UK Enterprise Awards for “Best Online Furniture Retailer 2021”.

For those who are interested in the full picture of the events which have occurred, please see one of our responses to this customer to one of her previous reviews left.

“Thank you for amending your original review to represent a view of your genuine experience that is not entirely falsely fabricated and defamatory in nature to represent a more meaningful contribution to consumers like yourself who rely on feedback from current and past customers to make more informed shopping decisions.

We were very shocked and quite confused when we first received your review stating that you had ”no contact for days“, and that “your order was cancelled with no explanation or refund” as these statements represented events that never occurred.

We do understand that the circumstances surrounding the cancellation of your order may have been stressful and might have had an influence on the inaccurate information you had provided in your review.

We greatly appreciate that you took the time to share your thoughts with us and the community. We would also like to take this opportunity to clarify the events that have occurred.

As you are aware, your order was placed just 1 day (5th of May) before your review was posted and correspondence from Luxury Loft Co. regarding your order was immediate on the same day (5th of May) and the next day, the 6th of May.

You shared that after placing your order, you were informed that there would be a delay in the delivery of your order, this is correct. As shared with you at the time of purchase on the product page, our stock levels change rapidly and all stock and delivery timeframes are approximate. In the few instances the estimated delivery timeline on our website can not be met, we reach out to the customer and inform them of this as well as offer them the option to wait for the delivery or exchange their item for one in stock for immediate delivery.

Our team reached out to you on the day of your order being placed with the above options and received your response at the end of the business day. In your response, you did not express interest in any of the above options as you wanted immediate delivery of the item in your order. Unfortunately, this could not be accommodated as our manufacturer has been impacted by the supply scarcity issues affecting most of the furniture industry.

As your response was received at the end of the business day, our team responded to your response today (the very next business day). We are aware you have been corresponding with Martin about your order and its cancellation prior to and after the cancellation of your order and the formal order cancellation email being received.

As Martin communicated, it is not in our business practice to hold funds from customers for orders with unknown delivery dates. Payment was never captured for your order and to authorise the release of the funds back into your account, your order needed to be cancelled. You received a full refund of your cancelled order within one business day of your order being placed and then cancelled.”

Reply from Luxury Loft Co.

Aug 6, 2021

Hi Clare, ​

On the behalf of everyone at Luxury Loft Co., thank you so much for your kind words and for your five-star review! :)

It was a delight to be able to assist in finding the perfect piece for your space and we are so glad to hear that you had a great experience shopping with Luxury Loft Co!

I’ve also shared your positive feedback with the rest of our team and they will be very happy to learn that you are pleased with your purchase and the customer service received.

We hope you get a lot of enjoyment out of your gorgeous new item and we look forward to seeing you again soon. :)

Best Regards,

Lilly

Reply from Luxury Loft Co.

Aug 6, 2021

Catriona,

Would you please consider updating your review to reflect your genuine and full experience with us?

We are a business dedicated to ethical retailing and we use Trustpilot as a platform to hear from our customers, share positive feedback with the team, and use any criticism received as a tool to improve our business and the service we provide.

We welcome all feedback, the good and especially the not-so-good, as we know honest and transparent feedback helps potential customers make more informed purchasing decisions.

We greatly appreciate that you have taken the time to share your feedback; however, we do believe that it provides a version of the facts which do not accurately reflect the events which have occurred. We would like to take this opportunity to clarify inaccuracies stated as well as detail how our team put our best efforts into doing everything we could to make this a great experience for you.

We were incredibly sorry when we learned that you experienced difficulty in following along with the status of your order placed with us on 13th July 2021, and missed our multiple correspondence attempts in the following days regarding your order. We were surprised to read your statement that you did not receive confirmation of your order but had provided to Trustpilot a copy of your order confirmation email as well as the order number provided in your confirmation email.

Our team did receive your multiple calls, emails, and messages sent via social media in the 12 hours prior to your review being shared here. Our typical response time is 1 business day, so please bear in mind that we cannot always respond to messages within a few hours of receiving them, especially when a large number of messages regarding an order were sent to us outside of business hours.

In our response to all of your messages, we confirmed that we had indeed reached out to you three times after the order confirmation was sent and was awaiting a response on how you would like to proceed with your order as your order included an item that was on backorder as shown on its product page.

Due to the item’s backorder status, we offered the following options:

1. Exchange the sideboard for an alternative in-stock sideboard
2. Cancel your order and receive a refund in full
3. Confirm that you were happy to wait for the later delivery time of the original sideboard in your order

When we received your review on 16th July 2021, it was of great concern to us as we were very shocked as this is not how our company operates at all!

We immediately reached out to you as it looked like something seemed to have gone wrong and we wanted to apologise to you and make things right. We re-shared with you on 16th July all of our previous correspondence sent from 13th July to 15th July on your item’s backorder status as the only messages we received from you expressed that you expected the sideboard in your order to be delivered within 3 days and requested the tracking information.

On the afternoon of Saturday, 17th July, you confirmed to us that you were happy to proceed with one of the alternative sideboards that we had offered (Argenti Mirrored Sideboard Cabinet in Silver Leaf) and wanted delivery for this by or on Monday, 19th July.

Our team really wanted to make this happen for you despite the incredibly tight deadline and arranged for expedited delivery with our specialist large and fragile item courier. As soon as we processed your order for your newly selected sideboard and booked this with the courier, we confirmed to you that very same day, 17th July, that the courier would be delivering your order on Monday, 19th July, and shared the contact details for the delivery.

We also shared that as a gesture of goodwill, the cost for the difference in price between the alternate sideboard chosen and your original item and the cost for the expedited delivery with our specialist furniture courier would be covered in full by us.

On the day of delivery, Monday 19th July, our staff received correspondence from you sharing that you no longer wanted the Argenti Sideboard and now wanted to cancel your order as well as its delivery that day. You informed us that the reason for cancelling your order was due to the realisation that the alternative sideboard you selected would not be a good fit for your space and you would require a sideboard that is 160cm wide.

Despite your order being out for delivery, our team sprung into action and cancelled your order, its delivery, and processed a refund in full for you that very same day and did not deduct from your refund the wasted delivery charge or apply a change of mind fee which would normally be applicable to a scenario like this one.

We understand that on this occasion your shopping experience was not as seamless as expected and welcome any additional feedback you may have which would help us improve the service we provide.

Best Regards,

Lilly

Reply from Luxury Loft Co.

May 28, 2021

Hello G Mills,

Wow – thank you so much for your kind remarks! I’m so happy that the outdoor dining set and garden igloo dome you selected worked out for you, and that you are highly satisfied with your new purchases and the service you received.

I’m ecstatic that we were able to deliver the perfect consumer experience and I’ll be sure to pass this review off to the team.

Thank you again for your wonderful 5 star review!

Lilly | Customer Service Team

Luxury Loft Co.

Reply from Luxury Loft Co.

May 28, 2021

Hi Tony Smith!

Thank you for taking the time to share your feedback and leave us a five star review!

We love hearing from our customers – especially when they are delighted with their purchases!

Thanks again, and we hope to see you again soon!

Lilly | Customer Service

Luxury Loft Co.