Luxandclassy レビュー 315

Luxandclassy からの回答

2025年11月30日

Hi Chloe-Paige,

Thank you for your feedback and we’re genuinely sorry for the terrible experience – the wrong size, the damage, the delay in your refund, and the lack of replies are all completely unacceptable.

We’ve checked your order internally this morning and can see the 40% refund was approved but unfortunately never processed (a genuine error on our side). I’ve just pushed it through manually right now – you’ll receive confirmation within the hour and the money will be back in your account within 1–3 working days.

We completely understand this doesn’t make up for everything you’ve been through. If you’re still unhappy and would prefer a full refund (with or without returning the suit), please just reply here or to info@luxandclassy.com and we’ll sort it immediately, no questions asked.

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

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月30日

Hi Damian,

Thank you for your feedback and we are truly sorry for the frustration and disappointment you’ve experienced – this is not the way we want any customer to feel.

Our customer support team has already flagged your case directly with our manager for urgent personal review. We’re genuinely sorry for the poor experience so far and for any impression that we don’t honour our returns policy.

You’ll hear from us the moment the manager finalises everything – thank you for your patience while we make this right.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月30日

Hi Paul,

Thank you for your feedback and we’re truly sorry for the terrible experience you’ve had – the items clearly fell far short of what you expected and the return process caused unnecessary stress.

We can see that your chargeback has been successfully processed and you have already received your full money back through your bank.

We’ve also flagged this order with our quality control team so that the same issue doesn’t happen to anyone else in future.

We’re genuinely sorry we let you down and we’re grateful for the chance to learn from this.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月30日

Hi Julie,

Thank you for your feedback and we’re truly sorry for the huge disappointment with the trousers and the frustrating back-and-forth.

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 to info@luxandclassy.com). We’re here to make sure you receive the full refund you’re entitled to, exactly as promised.

We’re really sorry we let you down and we want to put this right straight away.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月30日

Hi Tyrone,

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

Your case has already been flagged with our senior team for urgent personal review.

We’re genuinely sorry for the poor experience so far and we’re committed to resolving this properly for you.

You’ll hear from us very shortly with the outcome.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月23日 に更新

Hi there,

Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your disappointment and the frustration this has caused you — that is never what we want for any of our customers.

We completely understand how upsetting it must feel to receive a jumper described as cashmere only to find it is 100% polyester. This clearly does not meet the standard you were promised, and we truly appreciate you bringing this serious issue to our attention.

As part of our standard return and refund process, we are fully transparent with all customers from the outset: returns are arranged by the customer and sent to the warehouse the item was shipped from our international branch, and a full refund is processed as soon as the item is received back. This information is provided in our returns policy and in every communication so there are no surprises.

Your case has been reviewed again internally, and we confirm you are entitled to a full refund upon return of the item. Our team has already shared the exact return address and all necessary details with you.

If anything remains unclear or if you need the return information resent, please simply reply to our latest email and we’ll assist immediately.

We truly appreciate your understanding and patience while we work to resolve this fairly.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月23日

Hi Wendy,

Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your disappointment and the frustration this experience has caused you — that is never what we want for any of our customers.

We completely understand how disappointing it must feel when the shoes arrived thinner and smaller than expected, despite loving the colour, and we truly appreciate your honest comments about the fit and quality. As an international business, we ship from multiple warehouses worldwide (including the UK and others) depending on stock availability at the time of order, and we’re sorry this wasn’t clearer for you.

Regarding returns, we want to reassure you that our process is straightforward and fully explained in our policy: customers arrange the return to the warehouse the item was dispatched from, and a full refund is issued as soon as it’s received. We never want anyone to feel discouraged from returning an item that isn’t right for them.

If you do change your mind and would like to return the shoes for a full refund, please just reply to any of our previous emails (or drop us a new message) and we’ll send the exact return details straight away.

We truly value your feedback and hope we can restore your confidence in the future.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月23日

Hi Iaine,

Thank you for your feedback and we’re truly sorry the shoes were such a disappointment in quality, fit, and smell.

As an international brand, we ship from multiple warehouses and returns go to the originating one – this is stated in our terms before purchase. We regret the back-and-forth and the 30% offer; our goal is always fair resolution.

Your case is under review again. Please reply to our latest email with any further photos or details if needed – we’ll guide you on next steps for a full refund upon return.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月23日

Hi Anne,

Wow – your message has absolutely made our day! ❤️ Thank you so much for taking the time to share such kind and heartfelt words.

We’re thrilled that you love your shirt and that we managed to get it to you just in time for your party – nothing makes us happier than knowing it’s going to be part of a special celebration!

It’s customers like you who remind us why we do what we do. Thank you for the love, the trust, and for shopping with us – we can’t wait to help you again soon.

Wishing you the most fabulous time at your party (you’re going to look amazing)!

With huge thanks and lots of love,
The entire Lux & Classy Team 🙏❤️

Luxandclassy からの回答

2025年11月23日 に更新

Hi Mr. Luke,

Thank you for your feedback and we’re truly sorry the product fell so far below your expectations and what was shown.

We take quality concerns very seriously, and we regret you now feel this way after your purchase.

Your case has been flagged for immediate review. Please reply to our latest email (or send us a quick message) and we’ll provide the full return details so you can send it back at no cost to you and receive a complete refund.

We want to make this right straight away.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年11月23日

Hi R Haideri,

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

We sincerely apologise that the return process has been unclear and inconvenient. As an international brand, we operate multiple branches and warehouses worldwide, and items are shipped from wherever stock is available at the time of order – this is how we keep prices competitive. The return location is always the same warehouse the parcel originated from, and we regret this wasn’t communicated clearly enough to you.

We want to put this right. Please reply to our latest email and we’ll guide you through the next steps to ensure you receive your full refund as quickly as possible.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年11月16日 に公開

Dear Mrs. Adams,

Thank you for taking the time to share your feedback, and we are truly sorry to hear about your experience.

We would like to clarify that offering partial refunds is a standard part of our return process, as many customers find this option quicker and more convenient than sending items back — especially when returns involve international logistics. This alternative was offered to you with the intention of providing a smoother resolution.

That said, we completely understand your frustration, and we want to assure you that your case has not been ignored. Our customer support agent is already in contact with you, and we are committed to bringing this matter to a fair resolution as quickly as possible.

Your satisfaction remains very important to us, and we appreciate your patience while our team works to assist you.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月16日

Hi Pete,

Thank you for sharing your feedback, and we are genuinely sorry to hear about your frustration. We completely understand how disappointing this experience must have felt.

To clarify, our team always processes full or partial refunds in accordance with our 30-day return policy, and we work closely with customers to ensure a fair resolution within that timeframe. In your particular case, the return request was submitted after the 30-day return window had already expired, which is why our management team was unable to approve a full refund.

Our support team did offer a partial refund as an alternative solution — a standard option we provide when returns fall outside the eligible period — but we fully understand if this was not the outcome you were hoping for.

We want to reassure you that we do respond to all customers, and no messages are intentionally ignored. If you would like us to recheck anything or assist further, please feel free to contact us again, and we will be more than happy to review your case once more.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月16日

Hi Tricia,

Thank you for taking the time to share your feedback, and we are truly sorry to hear about your disappointing experience with us. We completely understand how frustrating it can be when an item does not meet expectations in terms of fit or quality.

Regarding the return options offered — partial refunds are a standard part of our returns process, as many customers find them a quicker and more convenient alternative to sending items back, especially when international return shipping is involved. However, we appreciate that this solution did not work well for you, and we regret that it left you feeling dissatisfied.

Please rest assured that your comments have been shared with our quality control and customer experience teams so we can continue improving both our products and our processes. If there is anything further we can assist you with, our support team remains available and ready to help.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月16日

Hi Frances,

Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your disappointment and the frustration this experience has caused you — that is never what we want for any of our customers.

We understand how upsetting it must feel when a product does not meet expectations, and we appreciate you bringing this to our attention. While our support team does follow a standard procedure when assisting with returns and quality concerns, the intention is always to resolve issues fairly and professionally — never to dismiss or ignore a customer’s concerns.

Please rest assured that your case has been reviewed internally. Our team has already been in contact with you, and we remain fully available to continue assisting you toward a resolution. We truly appreciate your patience while we work through this together.

If you are willing, we kindly ask you to reply to our most recent email so we can move your case forward as quickly as possible.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月16日 に更新

Hi Paul,

Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your disappointment and the frustration this experience has caused you — that is never what we want for any of our customers.

We understand how upsetting it must feel when a product does not meet expectations, and we appreciate you bringing this to our attention. While our support team does follow a standard procedure when assisting with returns and quality concerns, the intention is always to resolve issues fairly and professionally — never to dismiss or ignore a customer’s concerns.
Please rest assured that your case has been reviewed internally. We operate multiple branches across the world, and your order was shipped from our branch in China, which was available at the time of your order. This is why the return must be sent there for a full refund, and our team was fully transparent with you about this process from the start.

Our team has already been in contact with you, and we remain fully available to continue assisting you toward a resolution. We truly appreciate your patience while we work through this together.

If you are willing, we kindly ask you to reply to our most recent email so we can move your case forward as quickly as possible.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月16日

Hi Marina,

Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your disappointment and the frustration this experience has caused you — that is never what we want for any of our customers.

We understand how upsetting it must feel when a product does not meet expectations, and we appreciate you bringing this to our attention. While our support team does follow a standard procedure when assisting with returns and quality concerns, the intention is always to resolve issues fairly and professionally — never to dismiss or ignore a customer’s concerns.

Please rest assured that your case has been reviewed internally. Our team has already been in contact with you, and we remain fully available to continue assisting you toward a resolution. We truly appreciate your patience while we work through this together.

If you are willing, we kindly ask you to reply to our most recent email so we can move your case forward as quickly as possible.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月16日

Hi MRS THERESA JORDAN,

Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your disappointment and the frustration this experience has caused you — that is never what we want for any of our customers.

We completely understand how upsetting it must feel when the refund process does not align with our stated 30-day full refund policy, and we truly appreciate you bringing this to our attention. While our support team follows a standard procedure for returns and refunds, the goal is always to honour our policy fairly and professionally — never to dismiss or overlook a customer’s concerns.

Please rest assured that your case has been reviewed internally. If your issue is still not resolved, we sincerely apologise and invite you to reach out to us directly — our team will review your case once again to ensure you receive the full refund you’re entitled to.

We remain fully available to assist you toward a fair resolution. We truly appreciate your patience while we work through this together.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月16日 に更新

Dear Sandra,

Thank you for your feedback. We sincerely apologize for the frustration this situation has caused. Please understand that our team has provided options such as partial refunds in line with our standard procedures, while also giving full return instructions so you can choose the solution that works best for you.

Rest assured, your case is actively being handled by our customer support team, and we are committed to resolving it as soon as possible. We truly appreciate your patience and understanding during this process.

Kind regards,
Lux & Classy Support Team

Luxandclassy からの回答

2025年11月9日

Dear Stephen,

Thank you for sharing your feedback. We are very sorry to hear about your experience and completely understand your frustration.

Please note that our team aims to provide clear solutions for returns, and offering partial refunds is a standard procedure that many of our customers find to be a hassle-free and cost-effective option. However, we absolutely want to ensure that all issues are fully resolved.

We kindly ask that you contact our Customer Support team directly so we can review your case in detail and ensure your return and refund are processed appropriately. Our priority is to reach a fair resolution and restore your confidence in Lux & Classy.

Kind regards,
Lux & Classy Support Team