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
SHOCKINGLY BAD
SHOCKINGLY BAD. Ordered in August with a 2-4 week lead time. Now mid December, nothing received despite constant chasing. I requested a refund and they said 14 working day wait. It's now 17 working days and nothing has been received.
Very concerned that the company is insolvent and I will lose the thousands I spent with them. AVOID!
10 December 2023
Unprompted review
Reply from LuxDeco
Dear Lee,
Thank you for taking the time to review our service.
Would you please be able to give us some more information like an Order number or email address? This would allow us to look further into this for you.
Kind regards,
LuxDeco.
Goods not delivered and refund not forthcoming
My order wasn't delivered and so when I called I was told that the chairs were not in the warehouse and there wasn't a date when they'd be in stock! I asked for a refund and was told one would be processed as soon as possible. However, nearly two weeks later I'm still waiting for a refund. Very poor service indeed!
9 November 2023
Reply from LuxDeco
Dear Lindsey,
Thank you for your review.
I am sorry to hear about your experience shopping with us. We acknowledge your feedback and will use this to reflect upon creating a better experience for our customers in the future.
As discussed with our customer care team, we have been faced with some internal logistical challenges recently which, unfortunately, have had an impact on the service and delivery times we provide to some of our customers.
I apologise that this affected your experience with us and led to the cancellation of your order. Your feedback is valuable to us, and we are committed to delivering excellent service in the future.
Upon investigating your pending refund, I was informed that technical issues with one of our account systems caused significant delays in processing some refunds. Yours is impacted and I have immediately reached out to our accounts team for you, asking them to expedite this for you.
Kind regards,
LuxDeco.
The worst experience ever !
The worst experience ever !! I have made an order in April, 7 months later nothing was delivered to me. I did not complain at all about the delay I have requested cancellation of the order, this has been done and I have been told I would receive a refund within 14 working days. This has not happened yet, today is 22 working days, I keep calling everyday since last week and they promise to make urgent refund within 24h of course nothing happened so far. The worst experience ever!!! I am still chasing the refund up to this day.
6 December 2023
Unprompted review
Reply from LuxDeco
Dear Friend of Ted,
I am sorry to hear about your experience shopping with us.
After looking into this further, some technical issues with one of our accounts systems caused a significant delay in some refunds and yours was impacted.
While we are pleased this has been resolved, we would like to sincerely apologise for the delays you encountered and the inconvenience this has caused you.
I hope you will allow us another opportunity to provide you with a better service.
Kind regards,
LuxDeco.
Bad communication
I ordered from them a month ago and it has taken them that long to tell me it was not in stock
4 December 2023
Reply from LuxDeco
Dear Lauren,
Thank you for your feedback.
As a managed marketplace, we try hard to keep the availability of products on our website as up-to-date as possible but am sorry that a discrepancy has affected you on this occasion.
We take your feedback on board and sincerely apologise for the service and experience you have received.
I hope you will allow us another opportunity to provide you with impeccable service.
Kind regards,
LuxDeco.
I placed an order 10 months ago and…
I placed an order 10 months ago and never received the pieces which were in “back order” for that long. There was no update from your end whatsoever. If i had never gotten in touch I would never get my money back.
A few months later my friend ordered the same lamp and she received her piece but mine was still a “back order”
I never got refunded my delivery fee for it and when I reordered the pieces because they are now available the team was so uncooperative and didn’t want to help in anyway.
Truly so disappointed with the service and the responses and tone used.
30 November 2023
Reply from LuxDeco
Dear Reema,
Thank you for your review.
I am sorry to hear about your experience shopping with us. We acknowledge your feedback and will use this to reflect upon creating a better experience for our customers in the future.
As discussed with our customer care team, we have been faced with some logistical challenges recently which have unfortunately had an impact on the service and delivery times we provide to some of our customers. I apologise that this affected your experience with us and several of your orders.
I am also deeply sorry this has resulted in a cancellation of your orders but I am pleased to see you are in communication with our Customer Care team to support you with your new orders and hope we can provide you with a better service this time.
Kind regards,
LuxDeco.
Horrible experience,always late for…
Horrible experience,always late for over a month of delay without responding or even telling when is it scheduled for. Orders can be even cancelled without notifications or a refund.
23 October 2023
Reply from LuxDeco
Dear lama,
Thank you for your feedback.
We have been experiencing a high level of contact over the last several months and are doing our best to get back to people as quickly as possible. I apologise that this has led to you chasing our team several times.
We take your feedback seriously and always endeavour to improve our services so that we can provide a better experience for all our customers. As mentioned by our customer care team, your order was unfortunately affected by the logistical challenges we have been faced with over the past months. Because of this, the team had very little visibility of a revised lead time while we worked on finding a resolution. I am deeply sorry this has affected you and your order.
I hope you will allow us another opportunity to provide you with impeccable service.
Kind regards,
LuxDeco.
DO NOT ORDER FROM HERE
DO NOT ORDER FROM HERE. It has been 3 months since I placed my order which I was told would be delivered in 2-3 weeks. I have had to call luxdeco several times a week for an update and they still weren't able to give me a delivery date on an order that's over £1,000. George in Customer Service has been excellent and really proactive but his management is awful. He escalates to them and they promise me a call back but I have never had a call from them. This company is unreliable, untrustworthy and has much better competitors in Sweetpea & Willow and House of Isabella with the same stock and they actually deliver on time!
28 November 2023
Unprompted review
Reply from LuxDeco
Dear Anna,
We are sorry to hear about your poor experience.
As much as we strive to provide exceptional service to all of our customers, we are disappointed that we fell short in your case.
I am deeply sorry this has resulted in a cancellation of your order but we appreciate your input and value the chance to provide you with impeccable service in the future.
Kind regards,
LuxDeco.
Really helpful and answered any queries…
Really helpful and answered any queries really quickly thank you!
27 November 2023
Reply from LuxDeco
Dear Rachel,
Thank you for taking the time to review our services.
We are so pleased to hear about your experience shopping with us, and the support provided by our dedicated personal shopping team.
We hope you enjoy your new items and look forward to assisting you again soon.
Kind regards,
LuxDeco.
No words !!
No words barring a few
Incompetent,insulting,disrespectful
All they care about is ££££££
Stay away
26 November 2023
Unprompted review
Reply from LuxDeco
Dear Louise,
Thank you for your feedback.
I am sorry to hear about your experience.
After investigating this further, I can see that our customer care team have been in contact throughout your ordering process and supported you with your order.
I am sorry you feel our service has not met your expectations however we will make sure to take your feedback on board to improve ourselves.
I am deeply sorry this has resulted in a cancellation of your order but I am pleased to see you are in communication with our Customer Service Team Manager to support you.
Kind regards,
LuxDeco.com.
Reply from LuxDeco
Dear Sir/Madam,
Thank you for this amazing review!
We're happy to read that your experience was seamless with us. Your ongoing support is important to us, and we can't wait to surpass your expectations each and every time you choose us.
Kind regards
LuxDeco.
Zero Customer Service
It's been nearly 5 weeks since I placed my order (21/10), for an item that was estimated at 2-3 weeks. In the time since placing the order, I've had zero communication or updates. A note was added to my order (which I had to go and find) to confirm delivery on 10th November, but there were no follow-up communications and my item has not been delivered. I've had to chase them for an update. This is not good enough. LuxDeco can't get even the basics of customer service right.
21 October 2023
Reply from LuxDeco
Dear Neil
Thank you for your review.
I am sorry to hear about your experience shopping with us. We have received your feedback and will use it to reflect upon creating a better experience for our customers in the future.
As discussed with our customer care team, we have been faced with some logistical challenges recently which have unfortunately impacted the service and delivery times we provide to some of our customers. I apologise that this affected your experience with us.
I am deeply sorry this has resulted in the cancellation of your order.
We hope to provide you with a better service in the future.
Kind regards,
LuxDeco.
Awful company don’t use !!!!
5 September 2023
Unprompted review
Reply from LuxDeco
Dear Nick,
Thank you for your review.
I am sorry to hear about your experience shopping with us.
We acknowledge your feedback and will use this to reflect upon creating a better experience for our customers in the future.
Kind regards,
LuxDeco.com.
Reply from LuxDeco
Dear Neville,
Thank you for this lovely 5-star review.
We are glad to hear you're enjoying your new items and that it was well packaged by our team.
We can't wait to assist you again soon.
Kind regards,
LuxDeco.
Great products and customer service!
15 November 2023
Reply from LuxDeco
Dear Ciara,
Thank you for taking the time to review our services.
We are so pleased to hear about your experience shopping with us, and the support provided by our dedicated personal shopping team.
We hope you'll enjoy your new item soon and cannot wait to exceed your expectations every time you choose us.
Kind regards,
LuxDeco.
Great communication with sales/customer…
Great communication with sales/customer service
15 November 2023
Reply from LuxDeco
Dear Mrs S Robson,
Thank you for taking the time to give us this amazing 5-star review.
We are so pleased to hear about your experience shopping with us, and the support provided by both our dedicated personal shopping and customer care teams.
We hope you enjoy your new items and look forward to assisting you again soon.
Kind regards,
LuxDeco.
Always so polite and helpful I just…
Always so polite and helpful I just love the items I buy from you . Thank you so much.
14 November 2023
Reply from LuxDeco
Dear Valerie,
Thank you for your 5-star rating and for being an amazing part of our journey.
Your continued support means everything to us, and we can’t wait to exceed your expectations every time you choose us.
Kind regards,
LuxDeco.
good product choice
excellent product choice and ease of use on the Web site and payment
13 November 2023
Reply from LuxDeco
Dear Wynn,
Thank you for taking the time to review our services.
I am glad to hear your experience with LuxDeco has been seamless. We hope you will enjoy your new items and look forward to assisting you again soon in finding perfectly curated items by our team.
Kind regards,
LuxDeco.
Thank you LuxDeco for providing a…
Thank you LuxDeco for providing a fantastic service in a timely fashion. Very happy with my purchases!
6 November 2023
Reply from LuxDeco
Dear Leo,
Thank you for taking the time to review us and for your 5-star rating.
Your continued support means everything to us and we hope you're enjoying your lovely new items. We can’t wait to assist you again in the future.
Kind regards,
LuxDeco.
Didn’t receive rug!
Poor communication and when did get emails AI generic not answering my questions.
Didn’t receive order due to over selling item and no clear date of when might have more I would receive rug when and and if got more. Was given a delivery date of one week later when ordered then no communication until I contacted asking when order was being shipped. Awaiting refund now.
In response to reply - As stated above I only received any communication regarding the fact you didn’t have stock when I contacted you.
19 October 2023
Reply from LuxDeco
Dear Sir/Madam,
Thank you for your feedback.
After investigating this further, I can see that our customer care team have been in contact throughout your ordering process and supported you with your order.
As discussed with them, we have been faced with some logistical challenges recently which have unfortunately had an impact on the service and delivery times we provide to some of our customers and I would like to apologise that this affected your experience with us.
I am sorry you feel our service has not met your expectations, however, we will take your feedback on board and hope to provide you with impeccable service in the future.
Kind regards,
LuxDeco.
Reply from LuxDeco
Dear Natalia,
We are so pleased to hear about your experience shopping with us, and the support provided by our dedicated personal shopping team.
We hope you'll enjoy your new items and we look forward to assisting you again soon.
Kind regards,
LuxDeco.
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