They are the best—genuine, reliable, and true to their word. You can trust them with complete confidence. I have dealt with many sellers over the years, but only a few have lived up to their pro... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’ve only just started watching and buying from LP since October but I’m so addicted now! Everything I have bought from them is top notch quality from the jewelry, purses, home goods, and ready to wea... See more
Company replied
Really happy with my recent purchase at LP. As usual they were fantastic. Samia from the London team helped me with pictures, sizing, condition etc. I had so many questions and she answered them all p... See more
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I discovered Luxury Promise from a friend and have so enjoyed learning more about gems, jewelry and investment pieces. I love that these are all quality items that can be resold again and again, rat... See more
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Company details
- Handbags Shop
- Bag Shop
- Bags and Luggage Store
- Costume Jewelry Shop
- Fashion Accessories Store
- Jewelry Store
Written by the company
We’re the world's first resale platform to evaluate, authenticate, sell and buy pre-loved luxury goods using the most advanced artificial intelligence technology. Each item is carefully authenticated and checked by our team of expert authenticators going through a triple quality control. Our aim and mission is to deliver our five-S rule. Safety, Security, Sustainability, Savings and Shopping.
Contact info
28 Cavendish Square, W1G 0PW, London, United Kingdom
- 07379 281741
- customercare@luxurypromise.com
- www.luxurypromise.com
4.1
Great
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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As always the best customer experience…
As always the best customer experience to match the best product. Super fast shipping and the most gorgeous Chanel blazer 100% recommend
August 25, 2023
Shop with confidence at Luxury Promise
Love Luxury Promise, you can shop with confidence that everything is genuine, which is soooo important when you are spending over £10k on an Hermes bag! Love the live shows, items are usually dispatched very quickly and quality is as described. Never had problems returning items either, which again gives you confidence in shopping. I have bought everything from bags to ready to wear and jewellery and prices have always been very competitive and there is a lovely online community.
August 28, 2023
Unprompted review
Reply from Luxury Promise
Thank you for your kind words and support! We're delighted to hear that you've had such a positive experience with Luxury Promise. Your trust in the authenticity of our items, especially for high-value purchases like Hermes bags, is something we take very seriously.
It's great to know that you enjoy our live shows, find our items dispatched quickly, and are pleased with the quality. We strive to provide competitive pricing and a welcoming community for all our customers.
Should you ever have more items to add to your collection or any questions, please feel free to reach out. We're here to assist you.
Thank you for being a valued part of the Luxury Promise community!
Love, LP x
So far I have only purchased bags &…
So far I have only purchased bags & Cartier/VC jewellery from LP. This time i purchased a diamond trilogy pendant from a live show!!! So happy with the purchase! Beautiful quality and definitely far cheaper than other retailers online! Will definitely buy more diamond jewellery from LP!
August 21, 2023
Unprompted review
Reply from Luxury Promise
Thank you for your positive feedback! We're thrilled to hear that you're enjoying the items you've purchased from us, whether it's bags or beautiful Cartier jewellery. It's fantastic that you're satisfied with your recent purchase of the diamond trilogy pendant from one of our live shows. We take pride in offering high-quality items at competitive prices.
If you ever decide to add more diamond jewellery to your collection, we'll be here to assist you. Don't hesitate to reach out if you have any questions or need assistance with future purchases.
Thank you for choosing Luxury Promise!
Love, LP x
Love my 'Special Order' Hermes Kelly bag! #31084
Sabrina and the LP team have been working hard on sourcing great deals in excellent preloved condition. This time I bought a very rare, SO Hermes Kelly from their Japan visit, in beautiful preloved condition, exactly as described on the live show. Absolutely love the live shows, so informative, so additive too! Just to further acknowledge Yen, Anna, Sheryl for answering all my offline and online queries promptly. Yen is super thorough and clear on all items condition, negotiating hard on prices, full of surprises, and super knowledgeable especially on Hermes and Chanel pieces. All custom and duties are covered during the live shows, sometimes even able to drop the price a little bit more depending on Sabrina's excitement levels! Ha Ha! What a lovely and fun business to deal with! Their international delivery are super fast and secure. It is worth mentioning trust is very important to buy expensive, luxury items, and LP really delivers. I would highly recommend, especially buying preloved Hermes and Chanel bags from LP.
August 11, 2023
Unprompted review
Reply from Luxury Promise
Thank you so much for taking the time to share your experience with us! We're delighted to hear that you've had such positive interactions with Sabrina and the LP team during our live shows. It's wonderful to know that you appreciate the effort we put into sourcing great deals and ensuring the items are accurately described.
We also appreciate your kind words about Yen, Anna, Sheryl, and the whole team. Providing excellent customer service and a trustworthy shopping experience is our top priority.
If you ever have more questions or need assistance in the future, don't hesitate to reach out. Enjoy your fabulous Hermes Kelly and Chanel pieces!
Love, LP x
Reply from Luxury Promise
Thank you for your kind words! We're thrilled to hear that you had a fantastic experience with our service. If you ever have any more questions or need assistance in the future, please feel free to reach out.
Love, LP x
I think the site is not genuine
I think the site is not genuine. I saw a Chanel bag on their site, messaged their customer service and was put through to someone on WhatsApp who knew about the product. I must have asked at least 5 times whether there are any marks on the outside of the bag. No response from this person. She just dodged the question each time. The bag said it was in excellent condition so I asked if I could view it the next day in their London branch ( to see for myself whether there were any marks on the outside). I arranged an appointment to see the bag. On my way to the appointment ( 15 mins before my appointment time) I got a text saying the bag has been sold. I had travelled 2 hours to see the bag, no one thought to put it aside for me or ask for a deposit at least. I was really annoyed about this and was told I’d be notified if another bag came on the market with the same specifications but that it would be a higher price. When I asked why the same bag would be a higher price I was fobbed off with it just will be because this one was priced too low. This didn’t make any sense to me at all. Furthermore the London branch claimed they didn’t have the bag when I visited. So had it not been sold 15 mins before would I have got to see the bag anyway? The whole thing was really weird and made no sense. There was definitely something dodgy going on.
To my surprise the very next day I got an email saying another bag that matched what I wanted has come in. It was exactly the same description as the one that I was supposed to view the day before but £500 more expensive. When I asked why the price difference I was told the seller wants more for it. This made me wonder about how they are pricing their goods. Any reputable company would assess the bag and give their recommended price. Not let the seller dictate it, especially if they knew they sold the sand bag the day before for 500 less.
Anyway, I really wanted the bag, so acted quickly this time and managed to negotiate a small amount off. Was ready to pay and guess what.. the bag had got sold apparently. Now the bag wasn’t on their site, I looked for it so I know it wasn’t there. Any let’s just say the bag was unique in that it wouldn’t have been a classic bag that people would go for.. so did the bag actually exist? Was it the same bag that they said had got sold the first time around? After wasting 2 days of my life on this ridiculous site and talking to people who I were later told had never actually seen the bag that they were describing I decided to stop browsing luxury promise as I just wouldn’t trust anything they are selling.
July 30, 2023
Unprompted review
Reply from Luxury Promise
We sincerely apologise for the experience you had and any confusion or frustration it may have caused. Your feedback is invaluable to us, as it helps us identify areas for improvement and ensure a better customer experience in the future.
We understand your concerns and would like to address them directly:
• Pricing Variations: At Luxury Promise, we have multiple locations and offer items of varying ages, conditions, and specifications. This can lead to different prices for similar items. Our goal is to provide a wide range of options to cater to different preferences and budgets.
• Communication: We're sorry to hear that your communication experience did not meet your expectations. We take customer inquiries seriously, and we apologise if the response did not fully address your question. We will certainly review our communication process to ensure clarity and responsiveness.
• Appointment and Availability: We deeply regret the inconvenience you faced with your appointment and the bag's availability. We strive to maintain transparency and provide accurate information about item availability. The circumstances you described do not align with our standards, and we apologise for any misunderstandings that occurred.
• Price Adjustments: Our pricing methodology considers various factors, including market trends, rarity, condition, and the seller's preferences. While sellers' input is taken into account, our experts ensure that items are priced fairly and competitively. We apologize if this pricing process seemed unclear or caused confusion.
• Bag Availability: We sincerely apologise for any confusion about the availability of the bag you were interested in. We aim to ensure that our listings accurately reflect the items we have in stock. The situations you described are not representative of our usual practices, and we are investigating the discrepancies you've highlighted.
We understand that trust is paramount when purchasing luxury items, and we are committed to rebuilding your confidence in our services. If you would consider giving us another chance, we would be more than happy to personally assist you and provide a seamless and trustworthy experience.
Thank you for your understanding.
Love, LP x
Reply from Luxury Promise
Thank you for your kind words! We're glad you had a positive experience with us. Looking forward to serving you again in the future.
Love, LP x
This was my first purchase from Luxury…
This was my first purchase from Luxury Promise and I was thrilled with the experience from start to finish. The explanation and detail on the live show and the items arrived quickly and were exactly as described. I have since purchased several more items and feel confident in the authenticity, pricing and quality of items from the Luxury Promise.
July 25, 2023
Reply from Luxury Promise
Thank you for sharing your fantastic experience with us! We are delighted to hear that your first purchase with Luxury Promise exceeded your expectations. Providing detailed information and authentic, high-quality items is at the heart of what we do. We appreciate your trust in us and look forward to serving you again in the future. If you ever have any questions or need assistance, please don't hesitate to reach out.
Love, LP x
Luxury at your finger tips
LP nails it from live shows with plenty of selection and explanations, to ease of purchasing on the website. Add to that secure, efficient delivery with fab products.
July 24, 2023
Reply from Luxury Promise
Thank you for your wonderful feedback! We are thrilled to hear that you are pleased with our live shows, product selection, website experience, and efficient delivery. We're committed to providing a seamless shopping experience and high-quality products to our valued customers. If you ever have more to share or need assistance, please feel free to reach out.
Love, LP x
I love love luxurypromise items are…
I love love luxurypromise items are authentic and very good condition. You will never go wrong purchasing from them Sabrina and her crew are the very best 🔥
July 27, 2023
Reply from Luxury Promise
We're thrilled to hear that you love Luxury Promise and that you trust the authenticity and quality of our items. Sabrina and the team appreciate your fantastic feedback, and we're here to ensure your luxury shopping experience always exceeds your expectations. Thank you for choosing us!
Love, LP x
Great in-store experience!
I opted for 'click&collect' at the London store, and it couldn't have been easier! Rang the doorbell (impressive large doors that already gave an exclusive feel from the get-go), and Lisa was extremely helpful.
July 25, 2023
Reply from Luxury Promise
Thank you for choosing Luxury Promise and for your kind words about our 'click & collect' service at our London store. We're delighted to hear that your experience was easy and that Lisa was so helpful. We appreciate your support and look forward to serving you again in the future.
Love, LP x
Trudi, LP’s exceptional gem!!
Trudi’s wealth of knowledge about the jewelry she shows is amazing and very impressive. Her customer service is impeccably unparalleled. Trudi is trustworthy and honest.
July 24, 2023
Live Show Hosts
When emailing a live show host they usually don't respond in a timely manner or don't respond at all. The company can improve on its customer service. This isn't towards customer service because one or two people have a lot to respond to already. Maybe hire more for customer service and teach the hosts about customer service. If they're going to provide their emails then they need to respond. It is off putting when a customer doesn't receive a response.
June 26, 2023
Reply from Luxury Promise
Thank you for taking the time to provide feedback on your experience with our customer service.
We sincerely apologise for any delay or lack of response you may have experienced when reaching out to our live show hosts via email.
We appreciate your suggestion to hire more staff for customer service and provide training to our hosts in order to improve response times and enhance customer service. Your feedback is extremely valuable to us, and we will take it into consideration as we continuously strive to improve our services.
Once again, we appreciate your feedback and your support as a customer. We will continue to work hard to improve our customer service and provide the best experience possible for our valued customers.
Love, LP x
Great products
My buying experience at LP has been great. Their merchandise is always as described. I am very satisfied with everything I've purchased.
June 26, 2023
Reply from Luxury Promise
Thank you for your kind words! We're glad you had a positive experience with us. Looking forward to serving you again in the future.
Love, LP x
Yen is the best host
Yen is the best host. Always provides100% honest feedback on an item's condition.
June 27, 2023
Reply from Luxury Promise
Thank you for your kind words! We're glad you had a positive experience with us. Looking forward to serving you again in the future.
Love, LP x
Reply from Luxury Promise
Thank you for your kind words! We're glad you had a positive experience with us. Looking forward to serving you again in the future.
Love, LP x
thanks to Lema/LP
Luxury Promise recently bought back my vintage Kelly. Lema gave me a fair price and was brilliant throughout and payment was received when she indicated it would be. Credit to Rachel too working her magic behind the scenes.
June 1, 2023
Unprompted review
Reply from Luxury Promise
Thank you for your kind words! We're glad you had a positive experience with us. Looking forward to serving you again in the future.
Love, LP x
Reply from Luxury Promise
Thank you so much for your kind words and for taking the time to share your positive experience with us! We're thrilled to hear that you're enjoying your new Miu Miu bag and that you were pleased with our fast shipping. Your satisfaction is our ultimate goal, and it's truly rewarding to know that we've met your expectations.
Once again, thank you for choosing Luxury Promise. We look forward to serving you again soon.
Love, LP x
Thank you Luxury Promise for the LV…
Thank you Luxury Promise for the LV shawl. It arrived quickly condition and color as described. I just wished it came in some kind of a box as the shipping bag made the scarf very wrinkly. Shipping was quick and girls during the show very accommodating!
May 26, 2023
Reply from Luxury Promise
Thank you so much for your wonderful review! We're delighted to hear that you're pleased with your LV shawl and that it arrived quickly in the condition and color you expected. Your feedback about the packaging is greatly appreciated, and we'll certainly take this into consideration to improve our shipping process.
We're thrilled that you found our team accommodating during the show, and we'll continue to provide excellent service to meet your expectations.
Thank you once again for choosing Luxury Promise.
Love, LP x
Reply from Luxury Promise
Thank you for your kind words! We're thrilled to hear that you had a fast and smooth transaction with us. Our team is dedicated to providing excellent service, and we're delighted that you love your experience.
Love, LP x
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