Luxandclassy レビュー 315

Luxandclassy からの回答

2025年8月15日

Dear Sil Via,

Thank you for sharing your feedback with us. We are sorry to hear about your dissatisfaction with your recent purchase.

We would like to explain that due to the nature of international shipping, certain challenges such as longer transit times and occasional delays can unfortunately occur. While we always strive to deliver orders promptly and in the expected condition, these circumstances can sometimes impact the experience.

To help make resolutions faster and more convenient for our customers, we do offer partial refunds as an option before initiating a return. This approach allows customers to keep the item without the need for return shipping, helping to reduce delays and minimise environmental impact from additional transport. Of course, full returns remain available for customers who wish to proceed within our return policy guidelines.

We appreciate your feedback, and it has been shared with our quality and logistics teams for review.

Kind regards,
Chloë | Lux & Classy Support Team

Luxandclassy からの回答

2025年8月15日

Dear Joseph,

Thank you for sharing your experience with us, and we are sincerely sorry to learn that your recent order did not meet your expectations.

Please allow us to clarify that our refund process is governed by a 30-day return policy, which starts from the date the item is delivered. In this instance, your request was submitted after the return period had expired, and unfortunately, we were unable to issue a refund in line with our policy.

We completely understand how disappointing this can be and regret that we could not provide a more favourable resolution. Your feedback has been passed on to our product and quality assurance teams, as we remain committed to enhancing both the quality of our products and the overall customer experience.

Kind regards,
Chloë | Lux & Classy Support Team

Luxandclassy からの回答

2025年8月16日 に更新

Dear Jordan,

Thank you for sharing your feedback, and we are truly sorry to hear about your disappointment with both the quality of the dress you received and the experience during the resolution process.

We understand how frustrating it must have been to receive an item that did not match your expectations for such an important occasion. While our policy allows customers to request a return within 30 days of delivery, our team often proposes alternative solutions — such as partial refunds or replacements — to provide a faster and more convenient resolution, especially when customers prefer not to go through the full return process.

We acknowledge that in your case, this approach did not meet your expectations, and we regret any frustration caused by the back-and-forth communication. We also wish to clarify that all messages from our support team are handled and reviewed by real team members, not automated systems.

Your comments have been shared with our quality control and customer service teams to help improve both our products and the way we handle similar situations in the future.

Kind regards,
Chloë | Lux & Classy Support Team

Luxandclassy からの回答

2025年8月16日

Dear Tom,

Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and the frustration this has caused you.

We would like to clarify that our team does provide refunds within our 30-day return window, which is clearly outlined in our policy. Before proceeding with a return, we also offer alternative resolutions such as partial refunds, as many of our customers find this to be a quicker and more convenient option compared to shipping items back internationally. Our intention is never to deny a refund, but rather to minimize unnecessary costs, delays, and environmental impact where possible.

We completely understand how disappointing it feels when expectations are not met, and we regret if our communication left you feeling unheard. Please rest assured that we do not aim to stall or avoid responsibility, but sometimes the process can feel longer when different solutions are being explored.

Your comments have been noted carefully, and we will use your feedback to refine both our service and clarity around returns.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Customer,

We are genuinely sorry to read about your experience and the frustration you have faced. Please accept our sincere apologies for the inconvenience caused.

To clarify, our store does provide a 30-day return window for refunds, and returns are processed through our nearest available warehouse. In certain cases, when the product does not meet expectations, our team offers alternative resolutions—such as partial refunds or gift cards—so that customers do not need to go through the expense and delay of returning items overseas. These options are meant to provide quicker solutions, though we regret if they caused confusion or left you feeling dissatisfied.

We fully understand your disappointment, especially regarding the difference between the expectation of a free return label and the reality of return shipping to our Asia-based facility. This is an area we are actively reviewing to make the process clearer and more customer-friendly.

We never want our customers to feel that they are not supported, and we truly regret that your experience led you to raise a dispute with your bank. If your case remains unresolved, we would be more than willing to review it again to ensure a fair resolution.

Please feel free to reach out to us directly, and we will be happy to assist you further.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Dempsey,

We are very sorry to hear about your experience and we sincerely apologize for the disappointment caused by both the delay in delivery and the issues with your order. This is certainly not the level of service or quality we aim to provide.

To clarify, our products are shipped from multiple warehouses across the world depending on stock availability. At times, unforeseen challenges in transit can cause delays, and we regret that this affected your order. In addition, receiving an item different from what you ordered is completely unacceptable, and we apologize deeply for this mistake.

We would never want our customers to feel ignored, and we take your concerns seriously. Please rest assured that we do not cut off communication—we are committed to resolving any order-related issues fairly and in line with our policies.

We would like to review your order personally so we can provide you with a proper resolution, whether that be a replacement or a refund as per our return policy. If you could kindly reach out to us directly with your order details, our team will prioritize your case.

Your feedback is invaluable to us as we continue improving both our service and product quality.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Alan,

We are very sorry to hear about your recent experience and we sincerely apologize for the disappointment caused. We completely understand your frustration, especially when the item you received did not meet your expectations or match the advertised description. This is certainly not the shopping experience we want any of our customers to go through.

To clarify, our store does not sell branded or designer items such as Ralph Lauren products, and we regret if the product listing may have caused any confusion. Our aim is to provide high-quality alternatives, and it is very concerning to hear that your order did not reflect that. We also understand your frustration with the exchange fee, which is in place to cover international logistics, though we appreciate that this may not have been clear enough at the time of purchase.

We would like to review your order details personally so we can provide you with a fair resolution in line with our 30-day return and refund policy. Please reach out to us directly, and our team will prioritize your case to ensure this is handled appropriately.

Your feedback is extremely important to us, and we will share it with our quality control and product listing teams to prevent such issues from happening again.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear UK Purchase,

We are truly sorry to read about your experience and we sincerely apologize for the frustration and inconvenience you have faced with your recent order. We completely understand how disappointing it must have been to receive an item that did not meet your expectations and then to feel unsupported in your return request.

To clarify, our store operates with a 30-day return and refund policy, and in order to process a refund, we do require photos of the product. This step is in place to help our quality control team verify product concerns and improve standards. We regret if this process felt repetitive or unclear during your communication with our support team, and we appreciate the time you took to provide the requested images.

Delays in resolution can sometimes occur due to the need to coordinate across our multiple international warehouses. We understand that this can be frustrating, and we are committed to improving the efficiency of our service. Please be assured that your request will be honored within the policy terms and that our team is here to support you through the process until it is fully resolved.

Your feedback is very important to us, and it has been shared internally to ensure that communication is clearer and that customers feel fully supported. We would be grateful if you could reach out directly once more so we can personally review the status of your case and expedite assistance.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Dawn Dickinson,

We are very sorry to hear about your experience and we sincerely apologize for the inconvenience you faced with your recent order. We fully understand how frustrating it must have been for your sandals to arrive later than expected and then not fit correctly.

To clarify, our shipping times can sometimes vary depending on stock availability across our different international warehouses, which may occasionally result in longer delivery times. We truly regret that this caused disappointment in your case.

Regarding your refund request, our return and refund process requires that customers contact our support team so that we can provide the correct return instructions. We regret if this was not communicated clearly enough in your earlier interactions, and we will ensure that your concern is escalated for a swift resolution.

Please rest assured that your order does fall within our 30-day return policy, and our team is committed to assisting you with either a return or a suitable alternative that best addresses your needs.

We greatly value your feedback as it helps us improve our service, and we would appreciate the opportunity to look into your case directly and make things right for you.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Leslie Doust,

We are truly sorry to hear about your disappointing experience. The quality concerns you’ve raised are not the standard we strive for, and we sincerely apologize for the frustration caused during the resolution process.

To clarify, our return and refund process is based on warehouse availability across different regions, which sometimes leads to alternative offers being made first. However, we completely understand your position and regret that this was not resolved to your satisfaction.

Please be assured we take your feedback seriously and are here to provide further assistance should you wish to revisit the matter with our support team.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Mr. Clark,

We are very sorry to hear about your disappointing experience with your order and the frustration it has caused. Please allow us to clarify that Chloë is not an AI but a valued member of our customer support team who handles communications with care.

If you have not yet received your refund, we kindly ask you to reach out to us again so we can review your case and ensure it is resolved appropriately. Your feedback is important to us, and we truly regret the inconvenience caused.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Samina,

We are sorry to hear about your dissatisfaction and the delay you’ve experienced. After reviewing your case, we must clarify that your request was raised after the 30-day return period. Unfortunately, in such instances, we are unable to process a refund or offer a replacement in line with our return policy.

We sincerely regret any inconvenience caused and appreciate your understanding.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Tara,

We sincerely regret to hear about your experience. Shipping times can occasionally be affected by factors in transit beyond our control, which may cause slight delays. In your case, while your order was delivered within 10–12 days, we understand this was a little later than expected and we apologize for any inconvenience caused.

Our support team is always here to assist, and we regret if the communication felt unhelpful. Please know we value your feedback and will continue improving both our processes and service.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Margareta,

We are truly sorry for the inconvenience you faced. Our return policy allows returns within 30 days, and since we ship from multiple branches worldwide depending on product availability, the return process may sometimes involve additional steps. To ease this, our team provides alternatives such as partial refunds or store credit so customers are not burdened unnecessarily.

We understand your frustration and will work on improving the clarity of our communication to make the process smoother.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Christine,

We sincerely apologize that the hoodie did not meet your expectations. We always strive to provide quality products, and we regret that this was not your experience. Please know that our customer support team is always here to assist you in every case, including returns and refunds, to ensure your concerns are properly addressed.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Karen,

We are truly sorry to hear about your experience and understand how disappointing this must have been. Please allow us to clarify that all our products are shipped from our different branches depending on availability, and while delays or product discrepancies can sometimes occur in transit, we never intend to mislead our customers.

Our support representative, Chloë, is not automated but a real member of our customer service team who works hard to resolve such issues. If you feel your concern has not been handled properly, we would kindly ask you to reach out to us again so we can thoroughly review your case and provide the appropriate resolution.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Naira,

We are truly sorry to read your review and deeply regret that your experience left you feeling this way. Please allow us to explain — as a growing international brand, we sometimes face unexpected challenges in communication and processing during peak periods, and unfortunately it seems your case was affected by these delays. We assure you it was never our intention to ignore or disregard your request, and we sincerely apologize if it came across that way.

Chloë, our customer support representative, genuinely works to resolve each case with fairness, but occasionally external factors such as refund processing times or verification requirements can cause frustration. We completely understand how upsetting this must have been, especially given your foot condition, and we never wished for you to feel misled.

If you could kindly reach out to us once more with your order details, we will immediately re-check the status of your refund and ensure that your case is handled as a top priority.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Dr. Hussain,

We are truly sorry to hear about your disappointment and frustration regarding your recent order. Your concerns are completely understandable, and we regret that your experience with us did not meet your expectations.

Please allow us to clarify — our customer support team, including Chloë, always tries to offer solutions that can save customers the hassle of international returns by suggesting exchanges or compensation options. However, we understand that in your case, this approach may have caused further frustration instead of resolving the issue. For that, we sincerely apologize.

We value all feedback, even when it is critical, as it helps us identify areas where we must improve. If you could kindly share your order details with us once again, we will carefully review your case and ensure that it is handled with the priority it deserves.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Jemmy,

Thank you so much for sharing your experience with us. We’re delighted to hear that you found the quality of the shoes to your satisfaction and that overall you had a great experience shopping with us.

Your feedback regarding the sizing is very valuable, and we’ll make sure to take this into account as we continually work to improve our products and sizing guides.

We truly appreciate your support and look forward to serving you again in the future.

Kind regards,
Lux & Classy Team

Luxandclassy からの回答

2025年8月16日

Dear Adam,

We’re truly sorry to hear about your experience and we completely understand how frustrating this must have been for you and your daughter. Situations like receiving a faulty item are very disappointing, and it was never our intention for you to feel misled or let down.

Although we arranged the shipping costs on our side, it seems there was a breakdown in communication and a delay that should not have happened. We sincerely regret the inconvenience this has caused and the time you’ve had to spend chasing this matter.

Please reach out to us once more with your order details so we can personally re-check your case and ensure a final resolution. Your feedback is very important to us, and we want to do everything possible to restore your trust.

Kind regards,
Lux & Classy Team