It’s a SCAM. THERE IS NO SHOPPING STORE OR ONLINE SHOPPING. YOU PAY AND YOU DONT GET ANYTHING. NO CUSTOMER SERVES AND NO PROFESSIONAL EMAIL TO COMPLAIN. WHEN I paid. I got the name of this boutique na... See more
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See what reviewers are saying
Placed an order on 26th February had no updates or replies to emails. Cancelled order on 3rd March and still no reply or refund from this company, so one can only assume they are either in financial d... See more
I ordered a coffee table and when it arrived instantly realised it looked very different than the picture. There was no returns paperwork in the box, so when looking on the website it said to emai... See more
Hi ordered a hamper for a birthday present about a week ago now roughly and haven’t had any updates at all reading the reviews I have emailed phoned and tried to contact through social media money has... See more
Company details
- Furniture Store
- also in
- Decoration and Interior Design Store
- Furniture Accessories
- Furniture Manufacturer
- Home Goods Store
- Rug Store
Written by the company
Shop the latest in luxury furniture, lighting, and homewares from the world’s most talented and emerging designers and brands online at Luxury Loft Co. With 1000's of iconic and awe-inspiring furniture and home decor pieces held in-stock with 72-hr delivery*, as well as an extensive made-to-order range, every item in our carefully curated collection has been handpicked and is interior-designer approved so you can focus on creating a home that's truly all your own - whatever your space or style! Recognised for our commitment to ethical retailing, Luxury Loft Co. is proud to be a member of The Furniture Ombudsman and the Better Business Act coalition. LUXURYLOFTCO.COM - REDEFINING LUXURY FOR THE MODERN HOME.
Contact info
Kemp House, 160 City Road, EC1V 2NX, London, United Kingdom
- 07418348418
- hello@luxuryloftco.com
- luxuryloftco.com
1.4
Bad
45 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Luxury Loft Co.
Luxury Loft Co. came recommended and I have been delighted with my purchases,
May 17, 2021
Unprompted review
Reply from Luxury Loft Co.
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.
A colleague recommended this company to…
A colleague recommended this company to me a while back and I have purchased furnishings from them on three occasions now, on all three occasions I have been extremely pleased with the purchases made and the service. This includes the one occasion when I returned an item (my wife and I had differing opinions on the colour) and the return policy was simple and straigtforward.
May 17, 2021
Unprompted review
Reply from Luxury Loft Co.
Hi Tony Murphy,
We appreciate the kind words! I’m thrilled to hear that you are extremely pleased with your experience shopping with us and the service received on all three occasions!
It’s always nice to hear how we’re able to make our customers’ lives better.
I’m also happy that you found making a return simple and straightforward - we have tried to make it as easy and pain-free as possible and so I’m glad to hear it’s serving its purpose and helping you out.
Have a great day, and thanks for the review!
Lilly | Customer Service Team
Luxury Loft Co.
Avoid this company at all costs!!!
Packaging was ripped open, I was surprised it was still in tact, also for the price the products aren’t worth it all cheap quality sold at high end prices and don’t think I’d be a returning customer! presentation is key and the delivery driver slammed it on the ground and I thought it was smashed and I asked and he said he didn’t think so! Not worth the money. Avoid this company at all costs!!!
May 11, 2021
Unprompted review
Reply from Luxury Loft Co.
Hi Nathan,
It looks like you may have the wrong business!
We think there must be some confusion as you have posted the same exact review for another business with a similar name to ours at the same time you posted your review for our business. However, we can see that you rated that business 3 stars and us significantly lower.
The content in your review is of great concern to us as we always aim to deliver an exceptional customer experience from order placement to delivery and after-sales.
Every item is carefully packaged and quality checked before despatch but we understand that damage may occur during delivery. Your experience with the courier is one that is not ever OK or acceptable and if your review is indeed meant for our business, I would like to sincerely apologise for the courier’s behaviour and for your item being delivered in damaged condition. We work closely with our logistics and courier partners to avoid experiences like yours from occurring and your feedback has been taken very seriously.
I have checked with our team and we do not seem to have any record or communication of the events mentioned in your review occurring nor do we have a record of anyone with your name reaching out to us to communicate what you have shared in your review.
I really want to make things right for you - would you mind following up with me at hello@luxuryloftco.com to share your order details and the events that may have occurred?
Luxury Loft Co. will always cover the full expenses of the return and offer a replacement or a full refund of any damaged goods even after accepting delivery if you reach out to us to inform us of this.
Once again, we are so sorry to hear of your experience and hope you allow us the opportunity to resolve this for you.
Thank you for your understanding!
Best Regards,
Lilly | Customer Service
Luxury Loft Co.
Confirm stock before ordering.
Strongly recommend confirming stock before ordering. I ordered something from Luxury Loft that was shown as in stock on the website. However, it wasn't and took a long time to be available causing all kinds of frustration and eventually cancellation and refund.
April 22, 2021
Reply from Luxury Loft Co.
Hi Ben,
We're so sorry to hear of the experience that you've had with us.
On behalf of myself and everyone I work with, we take customer reviews seriously, and hearing that you have been left feeling frustrated falls short of the high level of customer experience and satisfaction we aim to provide.
We want to make sure your voice is heard; therefore, your feedback has also been shared with the relevant departments.
We are always looking to improve our service and would love to gain a better understanding of what might have gone wrong with your order. We have reached out to request further information regarding your order so we could look into this further and use your feedback as an example of where our team can improve.
Thank you once again for taking the time to share your review with us.
Best Regards,
Lily | Customer Service
Ordered an item 11 days ago, still not here!
Ordered an item 11 days ago that was in stock and still waiting for delivery. I have been in touch via email and the girl that answers is quick and pleasant, but to be told to contact the courier myself is unusual and not what I expect. Given my time again, I would avoid this company.
Posted this review on Trustpilot and had tracking information within 20 minutes - coincidence!?
March 16, 2021
Reply from Luxury Loft Co.
Hi Jon,
Thank you for taking the time to leave us a review.
We do appreciate that you have chosen to shop with us and we are sorry to hear your experience did not match your expectations.
Your genuine feedback is very important to us but your review and update do not seem to accurately represent the events and communication that have occurred.
We do understand your frustration at having to wait a little longer than expected for your new item to arrive but we kindly ask that you please refrain from using demeaning language towards our staff or from making threats to leave negative reviews in your correspondence with us.
As shared with you by Maria, who you have been speaking with about your order, we are currently experiencing longer lead times for dispatch and delivery of orders (up to 4-5 days). This is due to a substantial increase in demand with limited staff who are working hard to ensure our high quality standards are met whilst all COVID guidelines are adhered to.
I can see that your order was collected by our courier partner for pallet deliveries and large furniture items within 2 business days from the date of your order being placed and that the order tracking information was shared with you that day as well.
When you reached out to us the next day at 9:18 AM after noticing that your item’s scan status did not update from its scan of 7:00 AM earlier that day, Maria personally chased this with the courier for you. Maria also tried to upgrade your chosen delivery option of Free Standard Delivery to Priority Delivery at our expense, but as the courier shared that your delivery was in transit, an upgrade would not be possible at this stage.
Nevertheless, Maria did her best to expedite your delivery with the courier and I can see that Maria shared with you later that very day confirmation from the courier of your order being in transit and their note that there may be a few hours delay between their most recent scan and your delivery’s updated status in their order tracking portal.
We would never ask you to contact the courier yourself to arrange your delivery especially after we had shared that the courier confirmed your order was “In Transit”. The courier’s contact details were only shared in the event you desired to rearrange any aspect of your delivery after you continued to express a high level of urgency about your delivery. Our aim here was to be fully transparent with the options available to you.
I am glad to see that the delivery of your order was completed successfully and signed for on the date and within the time slot provided by the courier. Please know that the timing and receipt of your review had absolutely no influence on the courier reaching out to confirm the two hour time slot for your delivery. Unfortunately, we do not have any control over the timing of our courier partners’ delivery status updates.
We take your feedback very seriously and whether or not we are in agreement of your review and update aligning with the facts, Luxury Loft Co. is committed to providing the highest standard of customer care and service. Reducing delivery times while continuing to offer our Free Standard Delivery is currently one of the most challenging aspects we face but Luxury Loft Co. continues to work closely with our logistics and courier partners to ensure we are taking actionable steps to meet this challenge head on.
Once again, we are sorry that your experience with our business did not meet your expectations and wish you all the best for the future.
Best Regards,
Lilly S.
Luxury Loft Co.
Quality Product & Service
Recently purchased a variety of items for my Kitchen from Luxury Loft Co. and was thrilled. The products were of the highest quality and the responses to my questions around products and delivery were both timely and helpful. An all round excellent experience, complementing my new Kitchen and have already recommended to others!
March 9, 2021
Unprompted review
Reply from Luxury Loft Co.
Mr Aldridge,
Thank you for your 5 Star review of Luxury Loft Co! We always endeavour to provide a fantastic customer service, so it is great to hear that your customer experience and the service you received was of a high quality.
We hope you are loving your new items and we look forward to seeing you again soon!
Best Regards,
Lilly
Customer Service at Luxury Loft Co.
Great collection and excellent service
A friend of mine introduced me to this site after
a great experience she had with their quick responses. I am very selective with my collection and I struggle to find multiple things from the same site. I am thrilled with the selection that they have on luxuryloftco. I redid my media room with a Vega Collection sofa, bookshelf, and side tables. They have excellent customer support, they answered my questions in detail and supported me throughout the process. I highly recommend them and looking forward to decorate the media room with the unique collections they have
March 6, 2021
Unprompted review
Reply from Luxury Loft Co.
Dear Maja,
Thank you for your fabulous 5 star review! We are thrilled to hear that our website was recommended to you via a friend and that the customer service you both received exceeded expectations.
We hope that you enjoy your items from Vega Collective, they are certainly some of our favourites too!
Best Regards,
Lilly S.
Luxury Loft Co. | www.luxuryloftco.com
Great quality & easy!
Ordered furnishings for a new office I have had installed during lockdown & a few pieces of furniture for our lounge.
Easy website to navigate and great customer service when I had questions regarding some of the products.
Everything was great quality and couldn’t be happier!
March 6, 2021
Unprompted review
Reply from Luxury Loft Co.
Hello Ollie,
Thank you for your 5 Star feedback! We always endeavour to provide a fantastic customer service, so it is great to hear that your customer experience and the service you received was of a high quality.
Thank you for shopping with Luxury Loft Co. and we hope you get lots of enjoyment out of the fabulous furnishings you ordered!
Best Regards,
Lilly S.
Luxury Loft Co. | www.luxuryloftco.com
Good quality and prompt delivery
I recently ordered some accessories to go with my refurbished study. I bought some lamps and bookshelves and wasn't disappointed. The orders came promptly and the quality is fantastic. When I had a query they responded swiftly. Will definitely use this again next year when I refurbish my kitchen.
March 5, 2021
Unprompted review
Reply from Luxury Loft Co.
Hello James,
Thank you for your 5 star review! We are delighted to hear that you are happy with your products and the customer service you received.
Thank you once again for choosing to shop with Luxury Loft Co. and we look forward to assisting you again with any future enquiries and orders!
Best Regards,
Lilly S.
Luxury Loft Co. | www.luxuryloftco.com
I was searching for a fire pit online…
I was searching for a fire pit online and I saw the fire pit I wanted and ordered it with luxury loft co, then received an email not long before I was going to be receiving the fire pit was advised it was out of stock. I then went on a few days later to see online it was back in stock but at a higher price, I emailed customer services to query this and they were very helpful and happy to honour the price I saw the first time I ordered it without any hassle. I would highly recommend this company if you are buying from them for the first time like I was, because if your anything like myself and are anxious about buying things online from a company you have not used before and have doubts - please do not think about not using them they are very helpful and the product is great too.
February 4, 2021
Unprompted review
Reply from Luxury Loft Co.
Dear Sarah-Jane,
On behalf of all at us at Luxury Loft Co., I would like to thank you for taking the time to share your 5 star review!
At Luxury Loft Co., we believe in transparency and are proud to offer our Price Match Promise. We are thrilled to hear of your positive experience when ordering from us and are greatly appeciative of your recommendation of Luxury Loft Co. to other first-time customers like yourself.
Thank you for choosing Luxury Loft Co. and we hope you get lots of enjoyment out of your new fire pit! :)
Best Regards,
Lilly S.
Luxury Loft Co. | www.luxuryloftco.com
I Can’t fault the ordering/delivery…
I Can’t fault the ordering/delivery service at all, the desk even arrived 2 days earlier than anticipated.
The desk is good now that it’s constructed but the instructions were really hard to decipher and also contained an error about where to screw in the sliders on the sides of the desk drawers. It all came in way more pieces than I would have expected for an item of this cost. Generally if I want to buy a flat pack project I shop at Argos!
February 4, 2021
Unprompted review
Reply from Luxury Loft Co.
Hello Karen,
We are happy to hear that Luxury Loft Co. exceeded expectations with the delivery of your order and that you are pleased with the assembled desk!
The Function Plus Desk in Walnut is from one of the two brands on our website that offer easy self-assembly / flat-pack furniture.
We put customer experience and satisfaction first and would like to apologise for the error in the instructions and any inconvenience the provided instructions may have caused. We have taken your feedback onboard and shared this with our manufacturer as well.
Thank you for taking the time to leave us your honest review - what you think is really important to us! :)
Warm Regards,
Luxury Loft Co. | www.luxuryloftco.com
Great selection, helpful customer service
Nice website, speedy service and helpful customer service. I bought a drinks trolley and am chuffed to bits with it. Thank you!
January 27, 2021
Unprompted review
Reply from Luxury Loft Co.
Hello Nicholas,
Thank you so much for your wonderful 5 star review and for taking the time to share your experience shopping with Luxury Loft Co. The Verna Drinks Trolley is one of our favourites and we are glad that you like it as much as we do!
We have shared your positive review with the whole team and they are thrilled to hear of your feedback. Customer satisfaction is at the heart of Luxury Loft Co. and we are ecstatic to hear that we met the mark!
Thank you once again for sharing your rating with us and the community. :)
Kind Regards,
Luxury Loft Co. | www.luxuryloftco.com
I recently ordered a sofa and coffee…
I recently ordered a sofa and coffee table for my new apartment. Both exceeded expectations and they are fantastic value for money. The questions I had were responded to promptly - would highly recommend.
October 27, 2020
Unprompted review
Reply from Luxury Loft Co.
Hello Dan,
It's fantastic to hear that the Darcy Three Seater Button Pressed Sofa and the Finn White Marble and Chrome Coffee Table you ordered exceeded expectations - that is what Luxury Loft Co. always aims to do!
Thank you for taking the time to share your 5 star review with us! Your opinion is greatly valued and not only does your rating help us maintain our excellent standard of customer service but it also helps other shoppers like yourself make better informed purchase decisions.
We are glad to know that any questions you had were promptly answered and we have passed your feedback on to Sophia who assisted you with your order. :)
Warm Regards,
Luxury Loft Co. | www.luxuryloftco.com
Great Quality & Excellent Customer Service
Recently purchased 2 sets of furniture from Luxury Loft Co. and both times have not disappointed. Products are exactly as seen online, extremely high quality and are a class above any other competitors I could find online. Delivery was efficient and excellent customer service. Would highly recommend!
October 19, 2020
Unprompted review
Reply from Luxury Loft Co.
Peter,
Fantastic to hear that you are pleased with your new furniture sets! We know how stressful it can be to move into a new home and we are are glad that we were able to help.
Luxury Loft Co.
Great Customer Service and Fast Delivery
I have ordered large Furniture items from Luxuryloft on three occasions, very good customer service, quick to respond to queries and each time the delivery service was fast and efficient.
October 19, 2020
Unprompted review
Reply from Luxury Loft Co.
PMB,
Thank you for taking the time to share your experience with Luxury Loft Co. We are delighted to hear that you are happy with the service provided. We hope you love your new items as much as we do!
Luxury Loft Co.
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