Customer service failure. We have ordered from LuxDeco before and have some beautiful items we're delighted with. My wife ordered a leather tray for my birthday in July. We knew delivery would be 2 mo... See more
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Love my Laura Hammett bronze tray, very stylish. Only slight disappointment was that it did not come boxed. All pictures I had seen on social media and the website show LH merchandise in a box, I obvi... See more
Company replied
Do not order from here, you will NOT receive your goods. This company should be shut down, and reported. What they are doing is criminal. I am shocked beyond belief. They have an Instagram page and co... See more
Company replied
Its such a big mistake not reading review before purchasing from this website. I order wall art and other stuffs since oct 2023 but now still havn’t recieved any product and been contacting for refund... See more
Company details
Written by the company
The curated online destination to discover and shop luxury interiors. Explore luxury furniture and unique home decor accessories from the world's finest brands and artisans.
Contact info
Holmes House, Lea Road, EN9 1AT, Waltham Abbey, United Kingdom
- +44 20 3322 8665
- customercare@luxdeco.com
- www.luxdeco.com
I am not a complainer but this time I…
I am not a complainer but this time I feel really let down and compelled to say something. This has happened to me once before with this company. After ordering a sculpture, I was told that it could not be delivered although it was still to be seen on the website. Incidentally, I reordered some months later and managed to get it but it remained on the website the whole duration. This time, however, I ordered a second sculture from arteriors at the beginning of May. Now it is the middle of July and still the delivery time on the website is 2- 3 weeks for anyone else who should be tempted to buy. Every time pay in trust. No one provides an update willingly or without prompting. I have called them and written to them but still I have no valid information. What a disppointment.
July 12, 2023
Reply from LuxDeco
Dear Alison,
Thank you for your feedback.
As a managed marketplace, a lot of our products are on lead times as we are predominantly a stock free business. We have been faced with some logistical challenges which have resulted in the lead times of some of our products being pushed back unexpectedly.
We take your feedback seriously and sincerely apologise for the frustration this must have caused you.
We hope you will allow us another opportunity in the future to provide you with a better service.
Kind regards,
LuxDeco.
The delivery team was brilliant
The delivery team was brilliant! They were efficient, very nice and helpful.
Thank you
July 11, 2023
Unprompted review
Reply from LuxDeco
Dear Aurelie,
Thank you for your lovely feedback.
We are delighted to hear about your experience shopping with us. And thank you for your kind words about our dedicated delivery team. We hope you're enjoying your lovely new items and can’t wait to assist you again in the future.
Kind regards,
LuxDeco
Unbelievable dishonesty I wish I had read these reviews ahead…
I wish I had read these reviews ahead of parting with my money.
Ordered a lamp website said delivery 30th June. Today I still have been unable to get a delivery date so I have asked for my money back. It’s almost criminal that this is still available to order and other potential customers are being misled with fake delivery dates. My thinking is the business clearly has some serious problems probably financial.
July 12, 2023
Unprompted review
Reply from LuxDeco
Dear Joanne,
Thank you for sharing your experience.
We take your feedback seriously and always endeavour to improve our services so that we can provide a better experience for all our customers. We have been faced with some logistical challenges which have unfortunately had an impact on the service we deliver to some of our customers. Looking into your situation, at the time of your order the customer care team were unaware of the delays that impacted your items. While we worked hard to rectify these delays, the team on this occasion were left with little lead time visibility.
I apologise for the frustrations and experience you received while shopping with us. I hope you will allow us another opportunity to provide you with impeccable service.
Kind regards,
LuxDeco.
The service is rubbish
July 1, 2023
Reply from LuxDeco
Dear Frances,
Thank you for your feedback.
We are sorry to hear about your experience. We have been faced with some logistical challenges which have unfortunately had an impact on the service we deliver to some of our customers and I apologise that this affected your experience with us.
I am happy to see that you are in direct contact with our customer care team who are supporting you on your order. We look forward to delivering your order soon.
Kind regards,
LuxDeco.
Purchase was smooth and without…
Purchase was smooth and without problems.
July 7, 2023
Unprompted review
Reply from LuxDeco
Dear David,
Thank you for your feedback.
We are delighted to hear about your experience shopping with us and can't wait to assist you again in the future.
Kind regards,
LuxDeco.
Hi just want to thank the LUXDECO…
Hi just want to thank the LUXDECO delivery team and staff for delivering my stunning night stands. Great choice .
FC
June 8, 2023
Unprompted review
Reply from LuxDeco
Dear Lisa,
Thank you for your lovely feedback.
We are so pleased to hear about your experience with our delivery team, and hope you are enjoying your new night stands. We can't wait to assist you again in the future.
Kind regards,
LuxDeco.
I have used Luxdeco for over 8 years
I have used Luxdeco for over 8 years. The product s are outstanding with a wide selection of luxury brands .
As a designer I do like to use many different pieces and you certainly can find them here.Customer service is outstanding .
Kind regards
Lisa kania
June 9, 2023
Unprompted review
Reply from LuxDeco
Dear Lisa,
Thank you for your lovely feedback.
We are delighted to hear about your experience shopping with us and your kind words about our team. We look forward to assisting you again in the future.
Kind regards,
LuxDeco.
Good communication
Good communication, fantastic range of luxury products . Very useful interior styling source
July 5, 2023
Unprompted review
Reply from LuxDeco
Dear Faye,
Thank you for your feedback.
We are so pleased to hear about your experience shopping with us and can't wait to assist you again in the future.
Kind regards,
LuxDeco.
Terrible company, Avoid
Terrible company. Avoid. Misinforming customers online about delivery timescales. Not processing refunds within agreed timescales
March 20, 2023
Unprompted review
Reply from LuxDeco
Dear David,
Thank you for your feedback.
We have been faced with some logistical challenges which have unfortunately had an impact on the service we deliver to some of our customers and I apologise that this has affected your experience with us.
After investigating your refund, I am pleased to see this has been completed and our customer care team supported you along the way.
Kind regards,
LuxDeco.
My order arrived within a good…
My order arrived within a good timeframe and was of good quality. I have ordered from Luxdeco In the past, and had good experiences those times too.
July 5, 2023
Unprompted review
Reply from LuxDeco
Dear Carol,
Thank you for your feedback.
We are delighted to hear about your experience shopping with us. We hope you're enjoying your lovely new items and can’t wait to assist you again in the future.
Kind regards,
LuxDeco.
The things we ordered were lovely
June 15, 2023
Unprompted review
Reply from LuxDeco
Dear Tajinder,
Thank you for your feedback.
We are delighted to hear about your experience shopping with us. We hope you're enjoying your lovely new items and can’t wait to assist you again in the future.
Kind regards,
LuxDeco.
Great and easy to navigate website
Great and easy to navigate website. Includes number of designer brands in one place!
July 5, 2023
Unprompted review
Reply from LuxDeco
Dear Gill,
Thank you for your feedback.
We are so pleased to hear about your experience shopping with us and can't wait to assist you again in the future.
Kind regards,
LuxDeco.
Delivery delays
LuxDeco had my order (and my money) for 6 months and there was no delivery date forthcoming. The timeline was pushed out constantly.
It was when I posted a review on trustpilot that the delivery happened. Now the furniture has arrived - it is absolutely gorgeous. So summary is great product but the delivery time and experience was disappointing
June 30, 2023
Unprompted review
Reply from LuxDeco
Dear LP,
Thank you for your feedback.
We have been faced with some logistical challenges which have unfortunately had an impact on the service we deliver to some of our customers and I apologise that this has affected your experience with us.
I am pleased to see that your order has now been delivered and our customer care team have been in contact to support you.
I hope you will allow us another opportunity to provide you with impeccable service.
Kind regards,
LuxDeco.
Shambolic on every level
5 months ago I ordered two expensive items from luxdeco. The lead time was 5 weeks. The items never materialised. I was never proactively updated, nor could they confirm when I would receive the goods I had paid for. Their customer services staff are rude, and the manager has no authority to do anything. The reason for this post is when I cancelled my order I was promised a full refund and that this would be credited within 14 working days. On day 14 nothing was in my bank account. Today I received an email saying it would take a further 10 days for the funds to clear. I have zero faith I will ever receive my money back and will now be taking legal action. I simply do not know how they continue to trade. Do not under any circumstances use this company!!
June 30, 2023
Unprompted review
Reply from LuxDeco
Dear Richard,
Thank you for your feedback.
We have been faced with some logistical challenges which have unfortunately had an impact on the service we deliver to some of our customers and I apologise that this affected your experience with us.
After investigating your refund, I am pleased to see this has been completed and our customer care team supported you along the way.
I hope we can provide you with better service in the future.
Kind regards,
LuxDeco.
Reply from LuxDeco
Dear Alison,
Thank you for your feedback.
We are so pleased to hear about your experience shopping with us and look forward to assisting you again soon.
Kind regards,
LuxDeco.
I would like to be able to collect my…
I would like to be able to collect my items. I live locally and £9+ shipping is expensive
June 27, 2023
Reply from LuxDeco
Dear XX, Thank you for your feedback. We would be more than happy to assist with a collection from our warehouse should this be easier for you. Therefore, we have requested someone in our customer care team to reach out and support you on this. I hope you enjoy your new items. Kind regards, LuxDeco
Beware of fraud
Beware of fraud. I placed a $600 order on LuxDeco.com and received no updates for over a month. When I asked about my order, they claimed it was "delayed due to an internal backlog" and told me they'd be unable to give me an estimated shipping date.
In light of the above, I asked for a full refund, and am still waiting for a reply.
TrustPilot shows there are many other instances of this company taking peoples' money and then neglecting to either deliver or refund.
My next steps will be to file a formal complaint with Trading Standards, and, if it comes to it, a lawsuit.
UPDATE 6/28/23:
Several hours after I sent LuxDeco an email, left this review, and called my credit card company to dispute the charge, I got a refund. I appreciate the quick refund, but am leaving my rating at one-star because I dislike LuxDeco's unethical practice of keeping customers' money for indefinitely delayed orders, without notifying the customer, until the customer explicitly asks for a refund. A more ethical practice for indefinitely delayed orders is to cancel and refund such orders automatically, with a notification to the customer, once it becomes clear that shipping will be indefinitely delayed.
June 23, 2023
Unprompted review
Reply from LuxDeco
Dear Kevin,
Thank you for your feedback.
We have been faced with some logistical challenges which have unfortunately had an impact on the service we deliver to some of our customers and I apologise that this has affected your experience with us.
I am sorry to hear this has resulted in a refund request on this occasion, but am glad to see that our team have been in contact to support you on this.
I hope we can provide you with better service in the future.
Kind regards,
LuxDeco.
So far so good
June 26, 2023
Reply from LuxDeco
Dear Marina,
We are delighted to hear about your experience shopping with us.
We hope you're enjoying your items and can’t wait to assist you again in the future.
Kind regards,
LuxDeco.
Very pleased with my two Ralph Lauren…
Very pleased with my two Ralph Lauren candles which were a bargain in the sale.
Fast service and speedy delivery.
June 11, 2023
Reply from LuxDeco
Dear Tricia,
Thank you for providing us feedback about your experience.
We are delighted to hear you love your Ralph Lauren candles and can’t wait to assist you again in the future.
Kind regards,
LuxDeco
Love my Laura Hammett bronze tray
Love my Laura Hammett bronze tray, very stylish. Only slight disappointment was that it did not come boxed. All pictures I had seen on social media and the website show LH merchandise in a box, I obviously wrongly assumed it came boxed.
June 13, 2023
Reply from LuxDeco
Dear Tricia,
Thank you for providing us feedback about your experience.
We are delighted to hear you love your new Laura Hammett bronze tray. We can only apologise for the packaging you received your item in. After looking into this with our team, they advised that due to the size of the tray on your order, this unfortunately couldn't securely fit into our larger bespoke packaging boxes and therefore the team safely packaged this into our custom LuxDeco packaging to ensure it safely arrived to you. We take your feedback on board and we'll continue investigating this further to ensure a better service is provided in the future.
We look forward to assisting you again on your next order.
Kind regards,
LuxDeco.
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