Luxoliving レビュー 811

Rating for custoner service representative “Hazel B” would be 5 stars but company as a whole 1… delivery has been awful and so much back and forward and waiting, thought I made progress with hazels help getting the delivery booked in but after having waited in all day the delivery did not come again and now I’m being told to wait another 48 hours for a new update so god knows if I will ever recieve these chairs

They followed up and confirmed the date the contractor would come to put together our TV unit

1 star is far too generous

Without question, the worst customer service I have ever experienced.

We paid $445 for delivery of a sauna that was never delivered. After I finished work and my partner took the day off for delivery, we had to go pick up the sauna ourselves.
So we had the privilege of paying $445 to lift 100kg+ on to the racks of my ute.

Despite failing to provide the delivery service we paid for, Luxo Living refused to refund the $445 delivery fee. I find it completely unacceptable that a company can charge for a service it never provided and then refuse to take responsibility. To add insult to injury they stated they would be willing to offer $200 compensation ONLY if my partner changed her google review from a 1 star to a 4 star.

The lack of accountability, customer care, and willingness to resolve a straightforward issue has been extremely disappointing. Based on my experience, I would strongly recommend looking elsewhere before purchasing from Luxo Living.

Cherish was a fantastic online service person. They were helpful, quick & kind. The products are also excellent, I have shopped with Luxo quite a few times & have always been impressed.

We had an issue with our purchase and Gil went out of her way to call and find a solution for us which we very much appreciate. Thank you for being accommodating.

Good service

Michael and Hazel were helpful in sorting out my issue as the assemblers turned up before the delivery!

Gil was very helpful and friendly

SEAN was very helpful, response time was amazing. Excellent customer service

To add to my already horrible experience I have now had my complaint closed by the company because I would not agree to a small compensatory amount in return for changing my reviews to at least 4 stars and mentioning the customer service representative, Gil, by name.
They have gone out of their way to be slow, frustrating and unprofessional in their conduct, almost as a tactic to get you to give up or accept something absolutely woeful as a result. The NSW Government has released a public warning against dealing with Luxo Living due to their horrible quality items and terrible customer service. Stay away.

Editing to respond to Luxo:
Your explanation of the issue is a blatant lie. Noone was sick. The delivery driver could not get his equipment to work. He advised there was no other way for us to get the sauna on the day so we had to go and pick up the item as we COULD NOT RECEIVE the item the next day. Not sure what part of this doesn't make sense to your customer service team and why I need to explain it 3000 times? You should take it up with your freight service and obtain a refund from them. As repeatedly discussed with you - we paid you directly for delivery, delivery was not completed, you employ your freight service (NOT me) and your company is responsible for providing services paid for. Your $200 'goodwill' gesture is a joke, as is your company.

Where do I begin
We bought a sauna from Luxo living firstly the oven didnt work then we went back and forth for a replacement Thomas was amazing giving prompt and excellent service. The second sauna oven arrived just for that to also not work. At this stage I had 3 call outs to an electrician at my cost.
In summary 2 sauna ovens that did not work this whole process took us 6 months to resolve in the meantime no sauna.
In the end we insisted a refund equavalent to buying a different brand sauna oven.
Yes again had to get out an electrician to install despite the initial cost of installing the sauna.
As you can see this sauna has become very expensive.
Finally 7 months later our sauna works with new oven from different provider.
One night about a month ago my husband was in the sauna when the light exploded with sparks and flames coming from the light it missed his head by cm’s it was incredibly scary as the sauna is wood ot could have gone up in flames.
We reached out to LL 3 times before getting a response
They offered to replace the light
Seriously , replace the light they missing the point the light blew up and burnt the back of the sauna.
We still have no resolution to this matter many phone calls and emails later.
In summary from personal experience I would say this product is not safe.
Really disappointing as we really wanted a sauna its been a real ordeal.
For what its worth Thomas was always lovely to deal with despite tyeproduct being inferior and unsafe will attach photos to give more weight to my rating. Safely is very important and sadly I dont feel Luxo Living is acting promptly in tgis matter. We will most certainly seek to take this matter further as this could have sparked a fire.
Not sure where to attach my photos
I will add this review to Google as well with photos

The worst quality!! there was a staple over one of the important holes for stabilty and then glue in another so i couldnt put the other screw in to complete the chair.
For $230, you would expect alot better, also the back support leans back and doesn't support your back at all. May as well have bought a cheap stool for $30.
Trying to get a return considering the photos and video i have, Will see what the outcome will be, if not i'll be taking it to consumer affairs so it doesn't happen to others!

Thankyou to Gileanne for your support, understanding and prompt responses to my email. Also really quick delivery on my item.

Gil has been amazing with keeping me posted on my inquiry and has been really helpful

Update: Resolved with excellent support
I want to update my previous review. After a difficult start with the return process, supervisor Gil reached out personally, apologised, and resolved everything promptly. The collection is being fully arranged and covered by Luxo Living, and I received clear written confirmation of my refund.

The initial experience was frustrating, but the way Gileanne Garcia handled the situation made a real difference. Good customer service at the end of the day is what matters most, and that is exactly what I received.

I will be back as a customer, now with a better understanding of the return policies.

Very helpful and polite Jeff

Sean responded to my query of my delivery within a short time and was clear on when this would be. Very efficient

I wanted to share my recent experience with your company and express some concerns. I noticed that the items advertised as in stock arrived faulty when delivered to me. Although your refund process is promoted as easy and straightforward, I encountered unexpected costs for additional items and shipping fees, even though the issue stemmed from receiving incorrect products. This has made the situation quite frustrating. Additionally you tried to sell me an alternate product which is double the price, knowing that your original items were faulty - a deliberate tactic to extort money.

Unfortunately, the support I received was not helpful, and I have already lodged a formal complaint with the Department of Fair Trading regarding this matter. I hope you take this feedback seriously and make improvements to your processes so future customers do not face similar issues.

Be cautious of this company!

Sean was very helpful with the mistake I made when I put in my order.
He was very quick at getting back to me a number of times as we were communicating via emails.