LuxDeco Reviews 615

I purchased a stool with an eta of 2 weeks, I received no communication from Lux Deco prior to reaching out to ensure the stool would arrive on time. At this point, I was sent the same generic email as other reviews which reads:
'I'm afraid we are experiencing some severe delays internally due to a backlog of orders impacting multiple customers and brand partners. This is unfortunately impacting your order. Our team is aware of this and is working extremely hard behind the scenes to rectify this delay as soon as possible. We wish to be as transparent about these delays as possible and therefore acknowledge that due to this error, the estimated original lead time has now been pushed back. I wish to not provide you with a revised timeframe at the moment.'
I have concluded that Lux Deco are fulfilling their backlog of orders as new ones come in and therefore, keeping all customers waiting due to cashflow issues.
I was told on 19/09 that a refund would be processed in 14 working days. I have never dealt with a company who expects me to wait 14 working days before they even press refund on my order. They've cancelled it, but not issued the refund.
I'll be going down the chargeback route if Lux Deco fail to respond to my recent email.
An absolute disgrace of a company.
09/10/2023 - Still no refund from this scam of a company.

No sign of a delivery date despite several calls support service. Internal delays and backlogs blamed. Disappointed!
Cancelled order today; have been told 14 days to process refund; far too long. Unsatisfactory!

Terrible service! I ordered artwork in June which was meant to have a 5-7 week lead time. Contacted them to ask when the order would be delivered and received a form letter saying they had a “backlog” and couldn’t give me an estimate for my delivery. I managed to get in contact with the actual manufacturer of the art and they said they only just received the order from Luxdeco. So Luxdeco sat on the order for 3 months without passing it on to the manufacturer!! Luckily the manufacturer was very kind and rushed to produce the order for me. I am hoping to receive it soon.

I ordered over £2000 worth of furniture in July and I still haven’t received a delivery or an update on the order - 2 months later. I have tried to call but to no avail, until finally someone answered and have a standard reply confirming they could not advise when my products would be delivered. This echos the same feedback on Trust pilot. I will never buy from them again. Extremely poor and will be requesting a refund.

I first placed an order with Lux deco for a sofa with a 10-11 week lead time on 20/07/2022. I gave it 10 weeks before chasing to receive a reply that the brand had discontinued the sofa. My order was cancelled and refunded. LuxDeco should have reached out to me to advise of this rather than allowing my order to go ahead.

I subsequently placed a 2nd order on 07/03/2023, again this is for a sofa that offers a 10-11 week lead time. It has been 28 weeks, LuxDeco are still not able to confirm production has commenced on the sofa let alone a delivery date. Though what I find flabbergasting is that they still have the same sofa shown with a 10-11 week lead time on the website, which is wholly inaccurate - and they know this, however they take no responsibility and are blaming the manufacturer.

I have asked whether the manufacturer are creating any sofas, where in the process orders prior to mine may be to try and fathom a timeframe and no information is being shared.

I chased again last week asking for an alternative sofa as unfortunately I have gift vouchers to spend with LuxDeco and my e-mail has been ignored this time.

Exceptionally disappointing customer service from a leading brand who has a fantastic relationship with many interior designers I follow for home decor inspiration.

I have ordered and paid a £983 lamp, 17/07. Never got it delivered.
Canceled it due to above, 18/08. Never received the money back.
No explanations, no notifications.
Not reachable.
This is theft.
Now taking legal action.

Absolutely awful ! Late delivery, poor communication! Cancelled my purchase

Very responsive, helpful, proactive and ultimately focused on delivering an excellent service - that’s without talking about the amazing quality products!

Similar issues to everyone else ... Lux Deco take your money (in my case over £2.5K), give unrealistic order dates, leave you hanging for months and months with no contact or update until you start chasing them and then send glib, patronising, cut and paste emails trying to pacify and delay ... I agree with others there is something very dodgy about this website and how they take money for large orders, hold on to it for months, and then eventually reimburse with nothing to show for it ... a most frustrating experience (though I did eventually get my refund after repeated chasing) Also of note, lead times on the website remain unchanged and dont reflect at all what you are told once you have ordered & paid! DO NOT USE this company!!

Have ordered multiples times from luxdeco and items are never delivered within the timeframe stated. Be aware that whatever timeframe they supply to expect it to double. Or triple.

I ordered 9 items worth almost £2,500 back in May and I still have not received seven items in my order which is well overdue.
I have been in touch with customer service 4 times at least. The first time I was told I'd be sent an e-mail with an update. The e-mail came and it was just an automated message apologising and saying they had no idea when my order was going to be with me. The second time I had the same experience and the woman I spoke to was extremely unhelpful.
The third time, I messaged saying I was not going to accept the same reply and wanted a clear update. I was told I'd receive an e-mail before the end of the day with a clear explanation and nothing came through (I also checked my spam box). I believe the name of the attendant I spoke to is Isaiah.
Then yesterday, I messaged one last time explaining all of the above to someone called George and said that if I wasn't updated I'd have to leave a review. I was guaranteed twice in the conversation that I'd receive an update by the end of yesterday and once again they let me down. This time though, I requested a transcript of the conversation to leave no doubt and would post it here if there was an option.
Not to mention I returned one of the items that had arrived and I had to chase them and challenge them with the name of the person that received the parcel (thank God, I sent a tracked return) so I could receive my refund because otherwise, they would have never sent it.
It is so enerving to keep receiving e-mails from them prompting us to buy more, with new items, offers, etc. when looking for their poor review score, they are clearly not fulfilling their orders. Sort your current client orders first before taking more. This is ridiculous. Not to mention the time I've wasted with this joke of a business..
Now if I order the items from elsewhere, I will have to wait for ages again as some companies like Pinetti have long lead times.
I demand a real update immediately or the next time they hear about my case, it will be through my solicitor. I had enough.

Very disappointing, ordered a sofa for a client with 3-4 weeks lead time, back in May. We are getting at the end of August and they still don't know when my order will be delivered. I had to contact them multiple times and they always say the same: that they will call me back with a date, but they never do.

Customer service poor - had to chase order 5 times, was promised updates but didn't get them and expected delivery of 2 weeks turned into 6

Great service great product s and the wide range of designs.

Website super easy to use, customer service is really good, quick to respond and the delivery guys were great! Called when they were an hour away and super friendly! My round sofa is stunning and exactly as described!! I’ve just placed another order with them! Thanks LuxDeco

We are in the interior design business. We ordered 2 Eichholtz chairs on behalf of a client. The chairs were weeks overdue. No update. We kept chasing. Kept receiving placatory emails thanking us for our patience! Our client gave a deadline and said after that date forget it, we want a refund. Deadline came and went. We have twice requested the refund which was promised in writing (email). No sight or sound at all. Nothing. Quite shocked upon reading reviews which we didnt think to do at the outset, being a trusting lot. Quite a lot of folk like us, having paid over large sums of money and hearing nothing more. Many of the reviews are calling these people scamsters and worse. I am afraid we have to join the queue. We have ordered similarly top end products for clients from another such company, Chaplins, and have had perfect service from beginning to end. Regular updates, delivery date spot on and white glove service. Will never use Luxdeco again. I wonder if Eichholtz know know their brand is being tarnished by this poor treatment of clients. Will try again to get money back. If not, will resort to the law. What a shame...

I received my sofas and they look absolutely amazing. Delivery was perfect and on time. The white glove team were so helpful. Great service overall !!!

I have bought from this company before. When it’s not a back order or you don’t need to return items, it works pretty well. However, I just happened to need to return an item. They received it on 31/07 and there has been no acknowledgment of receipt from them or that a refund is being processed. I had to contact them and chase three times and got no satisfactory response other than they are following up with their accounts team. Really would not recommend using them. The prices and the luxury brands simply do not correspond to the same level of customer service or after care.

Ordered a lamp in December. It never came. Called twice, was told it was delayed. Requested a refund which was agreed but never arrived. Had to resolve via my credit card company. Nice people on the end of the phone but I agree with other reviewers - bunch of scammers and Sophie Patterson has a lot to answer for by endorsing this company