This is the first time I purchased anything through this site Lux Lair. I was not aware the eye glass frame was from Germany, but it was ship through express DHL and I received the item within few days. And the item was received in brand new condition withmanufacturer's case and tag. Etc.
My wife has had her eye on a certain item and I wish I had bought it long ago when she originally told me. As time went on, it became tough to find. Lux had one in stock and while advertised price was initially higher than MSRP (and I was prepared to give up) we talked about it and we were able to make a deal. Everyone wins. Item was shipped fast and received in excellent (NEW) condition as promised. No complaints here, and I won't hesitate to recommend these folks.
Easy to order, fast to receive. The item, same as order.
After purchasing my item, this company never emailed me any order confirmation or tracking. I thought maybe I just typed my email in wrong. That was until I started getting marketing campaigns and requests to post a review in my inbox. I have since requested to return my item and there is yet to be any email with my return shipping label or refund details. I submitted my request almost a week ago at the time of writing this review. Absolutely ridiculous.
Overall, I would do business with LuxLair again. Their Customer service took the time to address my concern and did so in a very satisfactory manner. While I'm not floored by the designer product I purchased, it's second hand and difficult to truly judge the quality until actual inspection, in person. They do offer a return policy. Lesson learned when dealing with second hand goods. Overall, Lux Lair was very accommodating and provided options when I was disappointed in the purchase. I would do business with them again.
I discovered that someone had made a purchase using my email and debit card from this company a couple weeks ago. I tried to talk to someone but no one was immediately available. Had to leave a message and they responded via email. And their response was less than helpful to stopping this fraudulent order. And that afternoon, another order, of over $200 was made on my card. I have now dealt with it via my bank.
We regret to learn that a purchase was made in our store against the customer's wishes. The customer contacted us on 5/29 at 10:01pm (after hours) to inquire about the details surrounding a purchase that was made on 5/18. We responded to her the very next morning at 7:51am via email to share the details. This order had already shipped and was past the point of being able to be stopped (we tried). We advised the cardholder to contact her bank. The second order was placed on 5/31 and although recently shipped, we were able to stop it. Therefore, we gladly canceled this order and refunded the customer in full per her request.
Genuine merchandise. New with tags as described. Excellent customer service with expeditious response times. So far, I have ordered 3 times. I did have to return one item since it ran very very large. I had no issues with the return. I will be a returning customer.
I received my 3 items very quickly and they were packaged very nicely.
Vic and Krista are very nice very professional and I love that they have a great return policy. I will continue to shop with them!
First time shopping on the site. It seems fairly easy to navigate through and check out. Nice items. Hopefully there is no problem with communication. The shoe strings were a little dirty but perfect overall.
First time shopping on the site. It seems fairly easy to navigate through and check out. Nice items. Hopefully there is no problem with communication.
My order arrived today. The delivery date mentioned was the first of two hubs en route to the final destination, which is Singapore. Again, thank you for world class customer service, and Happy New Year!!
Overview
LUX LAIR has a rating of 4.6 stars from 116 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with LUX LAIR most frequently mention customer service and fast delivery. LUX LAIR ranks 8th among Designer Clothes sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
We sent the customer an order confirmation email immediately after their order was placed, as well as a shipping confirmation email with their tracking number after it shipped. However, both of these emails ended up in their SPAM folder. We sincerely apologize for this and advise all customers to check their SPAM folder, if they haven't receive an order or shipping confirmation email from us. Regarding the other emails the customer received, these were sent from 3rd parties (not directly us), which is why they were not routed to their SPAM folder.
Lastly, regarding the return request, the customer made this using our self-service returns portal and unfortunately, due to a technical issue, it was never processed. We accept full responsibility for this.
That said, as soon as the customer reached out to us directly via email, we responded within hours and provided them with a return shipping label. In the coming days, we received the customer's return and fully refunded them.
We sincerely apologize for any inconvenience this customer experienced and have resolved the issue with our self-service returns portal on our website to prevent any future issues.