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2.1
13件のレビュー
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ネガティブなレビューの 58％に回答しています
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Horrible to cancel subscription. I ordered without realising that when you do so you also get a subscription that very much looks for life! I contacted several times the brand and it is just a nightmare to cancel it. I would NOT recommend it. The candle holder are lovely but the business model is horrendous
The stone holder and candle is lovely, that I can't fault. However, I bought this just as a gift for a dear friend, but got stuck with a 'subscription' of refills that can't be cancelled unless I pay $100... A subscription for a candle? Really? If you are going to have a sale, do exactly that. Have a product and a discounted price of your choosing. But don't trap people in this rort. The problems didn't end there, the site did state the orders for the candle would be shipped on a specific date because of pre-order. All fine as I was aware of that. Only for it to not be shipped on that date at all and me having to email and follow up. The delivery time is beyond a joke so don't expect your order over 3+ weeks! If I was you, I would just purchase these candles through David Jones or other to save yourself the pain and money!
I placed an order in May, 2026. The order was supposed to be delivered by June 6th. I've sent 4 emails and each person (I don't know if they are humans or AI) understands my frustration and they will investigate. Today is July 1, and I still don't have it. Luxuriate received payment in May. I am furious!!!
Theluxuriate からの回答
Hi Roseann, I just wanted to clarify a few things with your review. You placed an order in June, and all our stone holders are on a pre order system, and your Eden Onyx had a ship date from June 18. We write this on the website extensively and your order confirmation and proceeding emails also mention this. We generally take a few days from the ship date to actually ship and I can see it was shipped on the 26th, as our shipping partner was running a little behind this month. So your order is actually on the way to you. Our customer service team arent AI, I can see Chloe was helping you over email.
This company uses fraudulent practices and dupes the customer with subscription refills and sends "second" quality stone candle receptacles, while the customer initially purchases first quality. Bait and switch. Customer service is virtually non-existent and rarely resolves disputes. Shipping/packaging subpar.
Theluxuriate からの回答
Hi Lorrie,
I can see Chloe has been assisting you extensively via email, so I'm a little confused by your comment that our customer service has been non-existent. You contacted us on eight separate occasions, and we responded to each of your concerns.
Regarding your order, you purchased both a Pink Onyx holder and an additional holder from our Seconds Sale. Our Seconds Sale pieces are sold as imperfect, meaning they may have different markings to those pictured or contain small chips, pits or other natural imperfections. From our correspondence, it appears there was some confusion between the two items, which we were trying to clarify.
I also want to address the comment about our membership. We don't hide or disguise that it is a subscription. The membership terms are clearly outlined on the product page, in the cart, at checkout, and we also send a follow-up email explaining how it works. We're sorry this was missed, but it certainly isn't something we attempt to conceal.
I rarely leave negative reviews, but after repeated issues, I feel compelled to share my experience.
I have been a paying member and loyal customer, yet almost every order has involved some kind of problem. Orders routinely arrive weeks later than promised, packages are delivered to the wrong location, items go missing, or shipments are inexplicably split up.
My latest order was the final straw. I was expecting three membership candles and received only one candle in an enormous box. Despite having delivery instructions on file, the package was left outside my building in New York City instead of at my apartment door. I am now missing two candles and have no idea where they are.
What's particularly frustrating is that I specifically requested my candles be shipped together because Luxuriate's fulfillment process is so slow and unreliable. Products often take 30 days or more to arrive, and by the time they do, there is always some new issue to deal with. Instead, my order was split, resulting in additional confusion and missing products.
I currently own two $300 candleholders that I can't even use because the company can't seem to successfully deliver the candles that go with them. At this point, I don't feel comfortable ordering gifts from Luxuriate because I have no confidence they'll arrive correctly or on time.
The products may be marketed as luxury, but the customer experience is anything but. Luxury pricing should come with reliable fulfillment, accurate deliveries, and responsive customer service. Instead, I've experienced repeated delays, missing items, delivery failures, and endless frustration.
For a brand that positions itself as premium, the operational execution is shockingly poor. After multiple chances and repeated disappointments, I can no longer recommend this company.
Theluxuriate からの回答
Hi Lauren, I wanted to confirm we responded to your review on the Product Review website but we are truly sorry for your experience with us.
Yet to receive my order despite the website saying sales items would arrive in 10 days. It is now 3 weeks, apparently it will arrive this week. What is super frustrating is I have received countless emails from the company with new offers, sales etc, and I haven't even received the first order! I didn't order a custom piece, it is a piece from their seconds sale, so there should be no reason for it to take 3 weeks to arrive from one capital city to another.
Theluxuriate からの回答
Hi there, I do apologise for the delay in getting your order to you. As we had a sale, the team did take longer than we typically take which we know it not always ideal. But thank you for shopping with us, we are always available on email if you ever have enquiries on cs@theluxuriate.com.
I found their subscription model to be confusing and I very much felt locked into buying all the refills. When I tried to negotiate with their customer service, I received a very terse and catty reply - really unprofessional! I cannot recommend this product or service at all. BUYER BEWARE.
Theluxuriate からの回答
We're sorry to hear you came away feeling this way. It was certainly never our intention for any communication to feel abrupt or unprofessional, even if we were explaining a policy that you didn't agree with.
Our membership does have early exit terms because the initial Starter Pack is offered at up to 50% off on the basis of an annual membership. We do appreciate that circumstances can change, which is why customers can choose to cancel early. The early exit fee simply covers the initial discount that was received and allows the membership to end before the agreed term.
We're sorry this wasn't the experience you were hoping for, and we genuinely wish you all the best.
Theluxuriate からの回答
Hi Emily,
We're sorry you feel this way.
Looking back at our correspondence, we can see there was a misunderstanding rather than a refusal to help. After you requested your remaining scents, our team asked you to confirm when you wanted those refills shipped so we could arrange them. As we didn't receive a reply to that email, your subscription continued on its normal schedule and the custom refill request wasn't finalised.
As soon as you clarified that you simply wanted the next scheduled refill updated to your chosen scent, we made that change for you.
We're sorry this caused frustration, but we don't believe this reflects a lack of service from our team. Throughout the conversation, they responded promptly, explained the membership terms, and worked to help within those terms.
AVOID!!! TERRIBLE!!!!!!!!!!!!!!!!!!!!!!!!!!
Damaged jars which they will not refund despite sending pictures of them and the damaged box which they arrived in. Extremely poor customer service.
BUY ELSEWHERE!!!!!!!!!!
Theluxuriate からの回答
Hi Sarah,
We're sorry you were disappointed with your purchase.
To clarify for anyone reading, we did not refuse a refund. We advised that if you were unhappy with the vessels, you were welcome to return them to us and we would issue a refund once they had been received.
After carefully reviewing the photos, we did not believe the markings shown were the result of damage in transit. The lines visible in the stone were natural fissures, which are a normal characteristic of genuine onyx and are not considered structural faults or cracks. If you search natural onyx fissures, you'll find these are a common feature of natural stone and not faults.
The vessels purchased were also from our Seconds Sale, where pieces are sold at a significantly reduced price because they may have additional cosmetic imperfections, such as small pits or chips, which are clearly disclosed at the time of purchase.
While the outer box had been compressed during transit, we did not believe this had caused damage to the vessels themselves.
We still offered a refund upon return, as we cannot refund products that remain with the customer. While we understand you were disappointed with this outcome, we don't believe this reflects poor customer service. Our team carefully reviewed your concerns, responded promptly, and offered the remedies available under our policy.
The product is beautiful, when it eventually arrives, months later
They deleted all their negative reviews which were 9/10 on fb
Everyone complaining of the same issues
Id love to buy another as it is stunning and quality but i just cant go through that again unfortunately
So many ppl inquiring where their products are, why their months late in delivery or damaged
Expensive
Its a shame the company couldn't take on ALL the feedback and concerns and simply improve to impress
Huge delays!!! Don't buy unless you want to chase your order up over and over and over and over with no accountability. These are expensive candles which aren't exactly unique - the vase locks you into buying them again (as they fit the vase) however you just enter into a very frustrating relationship with a brand that cannot fulfil their orders or obligation. There are 6-10 week shipment delays with no accountability or transparency from the brand. They lock you into the minimum commitment despite not being to even fulfil the items and will not let you cancel a subscription or issue any refunds despite NOTHING arriving and no path to get the items either.
Absolutely the worst company to deal with I’ve EVER come across. Absolutely nothing is cancellable, even if it’s not shipped, in 1 months time, 2 months time… delivered damaged… nope, too bad. You’re having it and they’ll continue to take your money. Absolute thieves. Only resolution is to go thru the card provider as this company is a total bunch of theives.
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