Luxandclassy レビュー 315

Luxandclassy からの回答

2025年12月21日

Hi Kelly,

Thank you for your feedback and we’re truly sorry for the terrible experience you’ve had – a faulty item, the long wait for return details, and the inconvenience of international postage is completely unacceptable, and we completely understand your anger and disappointment.

We’ve checked your order and can see that our team has now provided the correct warehouse address and is ready to process your full refund (including reimbursement for your reasonable return postage costs) the moment the item arrives back.

Please reply to our latest email with your proof of postage once sent, and we’ll make sure everything is refunded promptly – no deductions.

We’re genuinely sorry the clothing didn’t match the pictures or expectations, and we never want anyone to feel this way. We’re taking your feedback seriously to improve.

If there’s anything else we can do right now to help, please let us know – we’re here to put this right for you.

With sincere apologies,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月21日

Hi Mrs Wensley,

Thank you for your feedback and we’re truly sorry for the awful experience you’ve had – the hoodie not matching the description, the extra £10 postage cost, and the confusion with the return address is completely unacceptable, and we completely understand your anger.

We can see that the parcel was sent to the UK sorting address printed on the packaging (a courier depot, not our warehouse), which is why we haven’t received it and couldn’t process the refund. This has caused unnecessary expense and stress for you, and we’re genuinely sorry for not making the correct return process clearer from the start.

To put this right immediately and without any further cost to you, we’ve just processed a full refund of £50.00 back to your original payment method today (plus an extra £10.00 goodwill to cover your postage). You’ll receive confirmation shortly, and the money should reach your account within 1–3 working days.

You don’t need to do anything else – please keep or dispose of the hoodie as you wish.
We’re really sorry we let you down so badly and thank you for bringing this to our attention.

With sincere apologies,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月21日

Hi Cheryl,

Thank you for your feedback and we’re truly sorry for the huge disappointment with the jumpers and the frustrating return process – the items not matching the description and all the back-and-forth is completely unacceptable, and we understand why you feel this way.

We can see that your credit card company has already successfully processed your full refund, so you have now received all your money back.

If there’s anything else we can assist with or clarify, please don’t hesitate to get in touch with us directly at info@luxandclassy.com.

We’re genuinely sorry we let you down so badly.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月21日

Hi Jackie,

Thank you for your feedback and we’re truly sorry that the item was such a huge disappointment – thin nylon material instead of what you expected is completely unacceptable, and we completely understand why you felt it wasn’t worth the money and even binned it.

We never want any customer to feel this way. Please reach out to us directly at info@luxandclassy.com (with your order number if possible) and we’ll arrange your full refund straight away – no need to return anything.

We’re here to put this right for you.

With sincere apologies,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月21日

Hi Laura,

Thank you for your feedback and we’re truly sorry that the item you received was a cheap nylon fleece instead of the Ralph quarter zip sweater you ordered – that’s a huge let-down and completely unacceptable.

We can see that your bank has already processed a full refund for you, so your money is safely back.

If there’s anything else we can help with or clarify, please don’t hesitate to get in touch with us directly at info@luxandclassy.com.

We’re genuinely sorry for the poor experience.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月14日

Hi Evgeniia,

Thank you for your feedback and we’re truly sorry that the coat was such a disappointment in quality – that’s never the experience we want for any customer.

We’ve checked your order and can see that our support team has been in touch several times, offering options including a partial refund or guidance on returning the item for a full refund.

If your request for a full refund hasn’t been fully resolved yet, please reply to our latest email (or send a new message to info@luxandclassy.com with your order number) and we’ll make sure everything is handled straight away.

We’re here to put this right for you.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月14日

Hi Donna,

Thank you for your feedback and we’re truly sorry that the item you received was nothing like what you ordered and expected – that’s incredibly disappointing and we completely understand your frustration.

We’ve checked our system and it looks like we haven’t received any contact from you on our official support email (info@luxandclassy.com) about this issue yet.

If your concern hasn’t been resolved, please get in touch with us directly there (with your order number if possible) and we’ll make this right for you straight away – whether that’s a full refund or another solution.

We’re here to help and want to put this right.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月14日

Hi Cat,

Thank you for your feedback and we’re truly sorry that the sweater arrived as 100% polyester instead of the cashmere described – that’s a serious discrepancy and completely unacceptable. We completely understand your disappointment.

We’ve checked and can see that you’ve already been in touch with our support team about arranging a return. Your case is being prioritised, and we’ll make sure you receive a full refund (including any original shipping costs) as soon as the item is received back, with no deductions.

If anything is unclear or you need the return details resent, please just reply to our latest email and we’ll sort it immediately.

We’re really sorry we let you down on this.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月14日

Hi Dave,

Thank you for your feedback and we’re truly sorry that the top was such a disappointment in quality and that the experience has left you feeling this way.

We’ve checked our records and it appears we haven’t yet been contacted directly about your order on our support email. Our refund policy is fully operational – we offer a full refund on returned items within 30 days.

If your issue hasn’t been resolved, please get in touch with us at info@luxandclassy.com (with your order number if possible) and we’ll sort everything out for you straight away, including guiding you through the return process for a complete refund.

We’re here to put this right.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月14日

Hi Gurdev,

Thank you for your feedback and we’re truly sorry for the long wait and the frustration this has caused – waiting nearly a month with no parcel is completely unacceptable, and we completely understand why you’re worried.

Our team has been in regular contact with you and has explained the delays in transit, which are unfortunately due to the massive rush from Black Friday and pre-Christmas orders overwhelming the couriers right now. Your order is active and moving towards you – it’s not lost, and we’re keeping a close eye on it.

We genuinely appreciate your patience while the courier works through the backlog. We promise it’s on its way, and we’ll continue to update you the moment there’s any progress.

Once again, we’re really sorry for the poor experience so far.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月14日

Hi Tony,

Thank you for your feedback and we’re truly sorry for the huge disappointment with the jumper – it clearly didn’t match what you expected or paid for, and we completely understand your frustration.

We can see from your emails that we had advised the correct return warehouse address (in Asia, as your order was shipped from there), but unfortunately the parcel was sent to the UK sorting depot address in Cannock instead. That location is only a courier hub and cannot accept returns – parcels sent there are automatically forwarded or disposed of, and we never receive them.

Because we weren’t informed before the return was made and the wrong address was used (even after we provided the correct one), we’re unable to process the refund at this stage.

If the item has been returned to you by the courier, please send it to our actual warehouse and we will process your full refund the moment it arrives – every penny, no deductions.

We’re really sorry for the confusion and extra hassle this has caused. Please reply here or to info@luxandclassy.com with your order number if you need the correct return details resent.

We want to put this right for you.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月7日

Hi Mr. Snith,

Thank you for your message and we’re truly sorry that the jumper arrived looking nothing like the Ralph Polo quality you expected – we completely understand how disappointing and upsetting this must feel, especially as a Christmas gift for your son.
We sincerely apologise for the let-down.
As an international brand we operate multiple warehouses worldwide to keep prices affordable, and your order was fulfilled from our China branch (this is why any return would need to go there). We realise this wasn’t clear enough at purchase and we’re very sorry for the inconvenience and extra cost this causes you.
We never want anyone to feel ripped off. Please just reply to this email (or to info@luxandclassy.com) with your order number and we’ll guide you through the next steps straight away – whether that’s a full refund on return or finding the quickest solution possible.
We’re here and ready to put this right for you.

With genuine apologies,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月7日

Hi Mrs Bowran,
We’re truly sorry for the awful experience – sending the wrong items and then not handling your return request properly is completely unacceptable, and we apologise unreservedly.
After checking your order, we can see that a partial refund was agreed and has already been processed on our side.

We completely understand why you’re still upset and why this doesn’t feel like enough. If you’d prefer a full refund instead, please just reply and we’ll arrange it immediately – no further return needed.

We’re genuinely want to put this right for you.

With sincere apologies,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月7日

Hi Ash,

We’re truly sorry the jumper arrived as 100 % polyester instead of the 100 % cashmere promised – that’s completely unacceptable and we apologise for letting you down so badly.

If you’d like to return it for a full refund (or explore any other solution), please just get in touch with us directly by replying here or emailing info@luxandclassy.com with your order number. We’ll sort everything out for you straight away.

Thank you for giving us the chance to make this right.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月7日

Hi Mark,

Thank you for your feedback and we’re truly sorry that the jumper was not as advertised and that the quality fell so short of what you expected. That’s genuinely disappointing and not the standard we want for any customer.

We’re really sorry we let you down on this occasion.

If you’d like to return it for a full refund or discuss any other solution, please just reply to us or email info@luxandclassy.com with your order number and we’ll take care of everything straight away.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月7日 に更新

Hi Sandra,

We’re truly sorry the shoes were not as described and that the whole experience left you feeling this way.

Just to confirm: on 5 December you accepted our 30 % partial-refund offer and the amount was successfully processed and returned to your original payment method the same day.

We completely understand your frustration, but we would be very grateful if you could kindly update your review to reflect that the agreed refund has now been completed.

If there’s anything else we can do to make this right, please just let us know – we’re here to help.

With apologies again,
Lux & Classy Support Team

Luxandclassy からの回答

2025年12月7日

Hi Mhairi,

We’re truly sorry that your experience has been so poor and that you’ve been left feeling this way – you’re absolutely right to be upset.

If your issue isn’t fully resolved yet, please get in touch with us directly (reply here or email info@luxandclassy.com with your order number) and we’ll sort everything out for you straight away.

We never want any customer to feel ignored or misled, and we’re here to put this right.

With sincere apologies,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月30日

Hi Dog Stroker,

Thank you for your feedback and we’re truly sorry that both items fell so far short of what you expected – that’s incredibly disappointing and not the experience we ever want.

We’re especially sorry about the “no returns on sale items” message – that’s an outdated line that sometimes still appears on older listings and it’s completely incorrect. Sale items are fully returnable within 30 days of receipt, exactly like full-price pieces.

Your case has been flagged urgently. Please reply to our latest email (or send a quick message with your order number) and we’ll provide the full return details straight away so you can send everything back at no cost to you and receive a complete refund.

We want to put this right immediately.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月30日

Hi Paula,

Thank you for your feedback and we are truly sorry that the items were such a huge disappointment – we never want anyone to feel misled or let down like this.

After checking your order internally, we can see that our support team has already been in touch several times, sent the full return instructions, and offered partial refunds on more than one occasion as a quicker alternative.

We completely understand that this hasn’t resolved things for you yet. Please just reply to any of our previous emails (or send a new message with your order number) and we’ll make sure everything is handled immediately – whether that’s guiding you through the return for a full refund or finding another solution that works for you.

We’re here and ready to put this right.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月30日

Hi William,

Thank you for your feedback and we’re truly sorry for the disappointment you’ve experienced.

If your issue hasn’t been fully resolved yet, please get in touch with our customer support team directly (just reply to any of our previous emails or send a new message).

We’re here and ready to help sort everything out for you straight away.

Kind regards,
Lux & Classy Support Team