Great service and a great selection of…
Great service and a great selection of desirable brand items
InstantLuxe.com Reviews
849 • Great
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Amazing experience
Amazing experience! I received the bag in 4 days in perfect condition with the authentication card and papers.
I am completely in love with my bag!!!
Thank you !!! I will definitely buy more in the future!!
Great service
Prompt, efficient & regular communications. Everything arrived as expected and packaged beautifully! Merci Bien!!
Fantastic experience they kept you…
Fantastic experience they kept you updated the whole way through from the buying of the item until delivery, better experience than a company I used in the uk. I would highly recommend instant lux will be coming back soon .
First Class Service
They have been absolutely first class. Especially when there was a slight confusion, Mary in their customer care team, looked after me admirably. I would thoroughly recommend them to anyone, who is looking for a great customer experience.
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I bought a 1,200 euro watch - with no news of where it is and how to get it, or my money back
I bought a 1,200 euro watch from InstantLuxe. When it was delivered to me in Singapore, it was NOT working. Despite all their proclamations of checking items by experts, it was NOT working. I paid close to 100 dollars to ship back the item. They acknowledged receipt, and then went silent, completely. This is OVER TWO WEEKS ago. I have no idea what has become of my 1,200 euro purchase. Do not trust InstantLuxe. Do not buy from them unless you are prepared to pay for nothing but anger and disappointment.
Reply from InstantLuxe.com
Dear Madam,
We thank you for your message.
As we told you by phone, the result of the second appraisal was not the same as the first one.
In fact, when your order was shipped, the watch worked well as you can see with the certificate signed by our expert. Regarding the second appraisal, our expert told us that there was a mark of humidity on the mecanisme.
We are very sorry for this situation. Nevertheless, we can't accept the return because the item is not in the same condition as when we shipped it to you. Moreover, the seller is a particular one and there is no possibility to return the item in this case.
Nevertheless, we understand this embarrassment and that's why we refunded you the shipping fees.
We remain entirely at your disposal and wish you a good day,
The Customer service
13-15 rue de la Verrerie | 75004 Paris | France
Tel : +33 (0) 1 83 62 49 86
Web : www.instantluxe.com
We thank you for your message.
As we told you by phone, the result of the second appraisal was not the same as the first one.
In fact, when your order was shipped, the watch worked well as you can see with the certificate signed by our expert. Regarding the second appraisal, our expert told us that there was a mark of humidity on the mecanisme.
We are very sorry for this situation. Nevertheless, we can't accept the return because the item is not in the same condition as when we shipped it to you. Moreover, the seller is a particular one and there is no possibility to return the item in this case.
Nevertheless, we understand this embarrassment and that's why we refunded you the shipping fees.
We remain entirely at your disposal and wish you a good day,
The Customer service
13-15 rue de la Verrerie | 75004 Paris | France
Tel : +33 (0) 1 83 62 49 86
Web : www.instantluxe.com
What is worrying is the complete lack of after sale service
I ordered a bag on 26/04/2018.
On 03/05/2018 the seller has accepted the offer and the order was completed, I sent 4 emails (on 3 different days) asking for an update , but no answer from the customer care (is in French despite the website being in Italiano), I received no response or feedback.
"What is worrying is the complete lack of after sale service"
I AGREE
today is 08/05/2018
Top class service.
First class service. Extremely happy with the quality of products we have purchased. We have made 4 purchases with InstantLuxe and have no hesitation in recommending them.
Customer service is horrendous
I ordered a birthday gift on 15 February this year, the birthday was on 8 March. Since placing the order I have received one update saying that the seller has accepted the offer. I have called numerous times, but the customer care line is in French (despite the website being in English), and after holding for a while the call cuts off. I also sent three emails asking for an update given that the birthday was soon approaching. I received no response or feedback. What is worrying is the complete lack of after sale service, considering I had to pay for my goods upfront. Now, despite timing the purchase to arrive before the birthday, I am left the day before without any update of what is the status of my purchase and where my goods are.
Reply from InstantLuxe.com
Hi,
We thank you for your message and we are very sorry for this situation.
As we told you by phone, we didn't receive your item yet. We tried to contact the seller many times but we didn't have any reply from him.
Fortunately, we made an exchange with another item and continue your order. This item will be shipped tonight and we hope that it will give you satisfaction.
We remain entirely at your disposal and wish you a good day,
The Customer service
13-15 rue de la Verrerie | 75004 Paris | France
Tel : +33 (0) 1 83 62 49 86
Web : www.instantluxe.com
We thank you for your message and we are very sorry for this situation.
As we told you by phone, we didn't receive your item yet. We tried to contact the seller many times but we didn't have any reply from him.
Fortunately, we made an exchange with another item and continue your order. This item will be shipped tonight and we hope that it will give you satisfaction.
We remain entirely at your disposal and wish you a good day,
The Customer service
13-15 rue de la Verrerie | 75004 Paris | France
Tel : +33 (0) 1 83 62 49 86
Web : www.instantluxe.com
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Excellent site
Excellent site
Service+++++
Parfait service++++++
Excellnt service
Excellnt service
Poor service
Instant Luxe have the worst customer service among all the other similar site. Their staff is rude, no service, bad attitude.
Not recommend!
There are tons of bad review about their poor service on internet!
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Great service
Great service - beautiful packaging
Reply from InstantLuxe.com
Madam,
Thanks a lot for your message. Your satisfaction is our priority and we do the best to respect it.
We hope to see you again on InstantLuxe.com.
We remain entirely at your disposal and wish you a good day,
The Customer service
13-15 rue de la Verrerie | 75004 Paris | France
Tel : +33 (0) 1 83 62 49 86
web : www.instantluxe.com
Thanks a lot for your message. Your satisfaction is our priority and we do the best to respect it.
We hope to see you again on InstantLuxe.com.
We remain entirely at your disposal and wish you a good day,
The Customer service
13-15 rue de la Verrerie | 75004 Paris | France
Tel : +33 (0) 1 83 62 49 86
web : www.instantluxe.com
I've sold my handbag
I've sold my handbag through theyr website and as I should do I've sent the bag to them for authenticity inspection.
After 1 week of waiting an e-mail regarding the bag inspection(if it passes the authenticity or not) I decided to make a short phone call.The first answer was that the bag was not sent to theyr expert yet and it will be sent the next day or the day after.
Then another week passed and still nothing...I made another phone call(so 2 weeks have passed in total) and theyr answer was that my bag is in exception and it needs to be inspected more than usual.
After this answer I started to worry a bit so I told them to send my bag back to me.Theyr immediatly answer was that the bag was sent to the brand producer to be inspected because the Instantluxe experts couldn't do it.
Now 24 days have passed and still nothing...they don't even answer my phone calls and above that in theyr F.A.Q. is stated that legally they can hold the bag for no more than 21 days and it is mandatory to give me either my money for the bag or the bag back after this period.
I really don't know what to think about this online store,they don't respect theyr contract agreements and they do whatever they like with your personal goods and above that they don't respect theyr customers!
American customer review
American customer review -
I was so happy to have stumbled upon this website as I was trying to find an item that is rare. Finally found it on their website - essentially they are the Poshmark / Tradesy of Europe as they have the seller ship the item to their shop and authenticate it. Once it's authenticated, InstantLuxe will ship to the buyer. I took one star off as customer service is a bit slow to get around to responding (maybe add additional customer service reps??) via email / inquiry box on their site and are not responsive on their social media pages.
Anyways, I had made an offer on this site for the item and it was accepted by the seller. Unfortunately, the item got lost by the carrier and never reached InstantLuxe. I had to reach out to InstantLuxe to see if there was an update after 2 weeks of not hearing a word. They told me they would issue a Refund (Friday) and by Monday, I was refunded the shipping + offer amount. Very happy the refund was very fast. I will probably give this site another shot - a lot of the items there, are not listed on Vestiare or ebay. Love that they ship jewelry items of precious metals to the states unlike VC..
Reply from InstantLuxe.com
Madam,
We received your message and we thank you for it.
We are sincerely saddened that your order was not able to succeed. As we told you, your item have been lost by our carrier. In this case, we are unfortunately dependent on the Post office because an investigation must be opened to be able to place your parcel. We are very sorry for this delay.
Be assured that we make every effort so that our services are as effective and reactive as possible.
We remain entirely at your disposal and wish you a good day,
The Customer service
13-15 rue de la Verrerie | 75004 Paris | France
Tel : +33 (0) 1 83 62 49 86
web : www.instantluxe.com
We received your message and we thank you for it.
We are sincerely saddened that your order was not able to succeed. As we told you, your item have been lost by our carrier. In this case, we are unfortunately dependent on the Post office because an investigation must be opened to be able to place your parcel. We are very sorry for this delay.
Be assured that we make every effort so that our services are as effective and reactive as possible.
We remain entirely at your disposal and wish you a good day,
The Customer service
13-15 rue de la Verrerie | 75004 Paris | France
Tel : +33 (0) 1 83 62 49 86
web : www.instantluxe.com
Unable to contact them - never a reply to my email messages
I bought a ring at Instant Luxe and the advertisement contained two major mistakes. The ring was not according to specs (contained another gem than advertised) . I want to cancel the order, but I have not received any confirmation. I have sent several email messages, but no reply from their side whatsoever. I think I need to report the transaction at my creditcard company as a disputed transaction.
Reply from InstantLuxe.com
Dear Madam,
We contacted you this morning to inform you that our expert mentionned that the stone of your ring was not conform.
As each item is authenticated before shipment.
We've proposed to eitheir continue your order or cancel it.
You decided to go for a refund, therefore, we informed you that it will take 48h.
As our client service is delighted to help you, you've already been refunded.
The Customer Service
Best regards,
IINSTANTLUXE.com
5 rue Daunou | 75002 Paris | France
Tel : +33 (0) 1 83 62 49 86
web : www.instantluxe.com
We contacted you this morning to inform you that our expert mentionned that the stone of your ring was not conform.
As each item is authenticated before shipment.
We've proposed to eitheir continue your order or cancel it.
You decided to go for a refund, therefore, we informed you that it will take 48h.
As our client service is delighted to help you, you've already been refunded.
The Customer Service
Best regards,
IINSTANTLUXE.com
5 rue Daunou | 75002 Paris | France
Tel : +33 (0) 1 83 62 49 86
web : www.instantluxe.com
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Shop is in delay, I have to pay
I ordered a broche from this site that was guaranteed to be delivered under 48 hrs. This was really important to me, as I wanted it to arrive on time for my wife's birthday. I also communicated that to them.
48 hours later, nothing.
I emailed and called, explaining why the timing was so important. I was promised they would call me back (they never did, just sent some emails).
One day later, I called again, saying that if I could not received it latest the day after in the morning, there was no point in sending it anymore as my wife's birthday would already have been celebrated. They decided to give it a go and send it anyway.
Of course, I did not receive it in time, so stated I wanted to send it back. That was possible, but the return charges were at my expense "as per our general terms and conditions".
The fact that they promised the article would arrive in under 48 hrs but did not (it took them more than twice that long) was, apparently, not important, as was the fact that their delay was the exact reason why I returned it.
Very, very poor customer service.
UPDATE
I sent the article back and was reimbursed promptly, so that is already a good thing.
Re their comment: it concerns # 100076950. I appreciate the quality of the stuff you sell; only: customer care is crappy.
Two examples where you could have been much more caring instead of just following the standard procedure:
1/ If you advertise that something will be received within 48hrs but, 48hrs later, the object is not even sent, then I would at least expect some efforts from your side. One day after I should have received it, and you guys knowing we left on holiday the day after, I suggested using an express courrier service or something similar, but that appeared to be impossible (even when Colissimo offers that service). 2/ I said, OK, never mind, I will not get it in time anyway, so there is no point in sending it anymore, you said "We will give it a try anyway". It did not work. But making me pay for returning the article then, sorry, that's maybe a bit too much.
So, summing up: good stuff, crappy customer care, no efforts at all from your side to make good your own defaults.
UPDATE 2
They now say we found a solution and they agree to pay for the return costs. Except:
- I already returned the product, and
- No-one ever contacted me on the matter, and
- No return cost refund yet.
I am really curious to see how they will move forwards, apart from stating what they will do.
Finally: the fact that I did not get the article in time still does not seem to matter to them. They will refund me the return costs, something that they should have done from the start. That's it?
So: still crappy customer care.
UPDATE 3
As I did not have proof of what I paid for returning the product, they said they were going to think about a solution that would suit both of us and get back to me.
They are thinking really hard I guess because two months later, still no word back.
Probably it is too easy to reimburse me a return fee equal to the amount they charge themselves to send out goods.
Reply from InstantLuxe.com
Dear customer,
We are deeply sorry for this incident.
We have found a solution and agreed to refund the return costs.
Kind regards,
Customer Service
INSTANTLUXE.com
5 rue Daunou | 75002 Paris | France
Tel : +33 (0) 1 83 62 49 86
web : www.instantluxe.com
We are deeply sorry for this incident.
We have found a solution and agreed to refund the return costs.
Kind regards,
Customer Service
INSTANTLUXE.com
5 rue Daunou | 75002 Paris | France
Tel : +33 (0) 1 83 62 49 86
web : www.instantluxe.com
Poor communication
Although the goods arrived, it took over a month.
InstantLuxe are slow to respond to enquiries and not easy to deal with.
Would I buy from them again? Probably not.
Unacceptable.
They sent me an email two moths ago informing me that the briefcase I was trying to sell on their website had been purchased. So I managed to envelope the item for the shipping through UPS courier, which confirmed the delivery success two days later. After a week they sent me another email asserting that, since the LV briefcase I sent them was not authentic according to their "experts' inspection", they were going to send back the item in the next 72 hours. I sent them the receipt of a €20 wire transfer in order to refund them the shipping cost; they answered me four days later (on Sept 28th) saying that they were going to "send the item VERY SOON".
Today, October 16th, I still haven't received my briefcase, after several emails asking them why I have not. This is not professional.
I discourage selling on this website, and I'm obviously going to take legal action against them if I don't receive my briefcase in a few days.
Reply from InstantLuxe.com
Dear Mister,
Thank you for reporting your case.
We are really sorry to hear that you're unhappy with our service.
We have well received the 20€ for the return.
The briefcase will leave our offices today, we will send you by email the tracking number.
Best regards,
InstantLuxe Team INSTANTLUXE.com 05 rue Daunou | 75002 Paris | France
Thank you for reporting your case.
We are really sorry to hear that you're unhappy with our service.
We have well received the 20€ for the return.
The briefcase will leave our offices today, we will send you by email the tracking number.
Best regards,
InstantLuxe Team INSTANTLUXE.com 05 rue Daunou | 75002 Paris | France
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