They are the best—genuine, reliable, and true to their word. You can trust them with complete confidence. I have dealt with many sellers over the years, but only a few have lived up to their pro... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’ve only just started watching and buying from LP since October but I’m so addicted now! Everything I have bought from them is top notch quality from the jewelry, purses, home goods, and ready to wea... See more
Company replied
Really happy with my recent purchase at LP. As usual they were fantastic. Samia from the London team helped me with pictures, sizing, condition etc. I had so many questions and she answered them all p... See more
Company replied
I discovered Luxury Promise from a friend and have so enjoyed learning more about gems, jewelry and investment pieces. I love that these are all quality items that can be resold again and again, rat... See more
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Company details
- Handbags Shop
- Bag Shop
- Bags and Luggage Store
- Costume Jewelry Shop
- Fashion Accessories Store
- Jewelry Store
Written by the company
We’re the world's first resale platform to evaluate, authenticate, sell and buy pre-loved luxury goods using the most advanced artificial intelligence technology. Each item is carefully authenticated and checked by our team of expert authenticators going through a triple quality control. Our aim and mission is to deliver our five-S rule. Safety, Security, Sustainability, Savings and Shopping.
Contact info
28 Cavendish Square, W1G 0PW, London, United Kingdom
- 07379 281741
- customercare@luxurypromise.com
- www.luxurypromise.com
4.1
Great
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent service and love the variety…
Excellent service and love the variety of new and special vintage pieces.
August 26, 2024
Reply from Luxury Promise
Thank you for your excellent review! We’re delighted to hear that you love the variety of both new and special vintage pieces we offer, as well as the service you've received.
Your satisfaction is our top priority, and it’s wonderful to know that we’re meeting your expectations. If you have any questions or need assistance in the future, please don’t hesitate to reach out. We look forward to serving you again!
Best regards,
Luxury Promise
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Its the best platform and service ever
It is always an amazing experience purchasing from them. Very good customer service. Trusted! I highly recommend them
August 26, 2024
Reply from Luxury Promise
Thank you so much for your glowing review! We’re thrilled to hear that you consider us the best platform for luxury shopping and that your experiences with us have been amazing.
Your trust and recommendation mean the world to us, and we’re committed to providing the best customer service possible. If you ever have any questions or need assistance, please don’t hesitate to reach out. We look forward to serving you again soon!
Warm regards,
Luxury Promise
Best Service and best Items
LP has the best service and best items. They ship the items very fast and when you purchase during their live shows they pay customs and duties. Love LP and I will keep buying from them
August 27, 2024
Reply from Luxury Promise
Thank you so much for your fantastic review! We’re thrilled to hear that you consider us to have the best service and items. It’s wonderful to know that you appreciate our fast shipping and the convenience of having customs and duties covered during our live shows.
Your support means everything to us, and we’re excited to continue serving you in the future. If you have any questions or need assistance, please don’t hesitate to reach out.
Warm regards,
Luxury Promise
Trusted reseller
Love that they take time to authenticate each item and guarantee what we buy is the real stuff,
August 27, 2024
Reply from Luxury Promise
Thank you so much for your kind review! We’re thrilled to hear that you appreciate our commitment to authenticating each item we offer. Ensuring that our customers receive genuine products is a top priority for us, and your trust means the world to us.
If you have any questions or need assistance in the future, please don’t hesitate to reach out. We look forward to serving you again!
Best wishes,
Luxury Promise
Best selection and great knowledge!!!
I have been buying so much from this company since their very early days and I have always been over the moon with the conditions of the items I purchased!
The team is super knowledgeable and so passionate about luxury that they will always give you the best advices as well as tell you the history behind every piece!
Sabrina is a true inspiration and I am so happy I have been part of this community for so long!
They now have stores in London, Dubai, Singapore, NYC and they sell out of Tokyo as well!!!
Plus, they are the best in the market when it comes to Hermes! It was actually the CEO Sabrina herself to have trained most of the world’s best known Hermes authenticators!!!!
I could not recommend enough!!!
August 1, 2024
Unprompted review
Reply from Luxury Promise
Thank you so much for your fantastic review! We’re absolutely delighted to hear that you’ve been with us since our early days and that you’ve always been thrilled with the condition of your purchases.
Our team’s passion and knowledge about luxury are at the heart of what we do, and we’re glad to hear that you find our insights valuable. Sabrina’s dedication to training the best in the industry is something we’re immensely proud of, and we appreciate your recognition of that.
It’s wonderful to have you as part of our community, and we’re excited to continue serving you with the best selection in the market, especially for Hermes.
If you ever need assistance or have any questions, please don’t hesitate to reach out. We look forward to your next visit!
Warm regards,
Luxury Promise
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Unless you’re buying Hermes they don’t care
Unless you’re buying Hermes they just aren’t interested. I’d messaged them several times re a Louis Vuitton men’s speedy bag and got ignored. They are too full of their own importance now with YouTuber collaborations every other week. If you’re not spending birkin/kelly money just go somewhere else.
August 10, 2024
Unprompted review
Reply from Luxury Promise
Thank you for sharing your thoughts with us. We genuinely care about all our customers, regardless of the item they are interested in purchasing. I’m sorry to hear that you felt overlooked regarding your inquiry about the Louis Vuitton men’s Speedy bag.
Unfortunately, we do not have any records of your inquiries under your name. Please feel free to reach out directly with any questions or requests, and we would be more than happy to assist you. Your feedback is important to us, and we strive to provide excellent service to everyone.
We appreciate your understanding and hope to hear from you soon.
Best regards,
Luxury Promise
Prompt and friendly service and…
Prompt and friendly service and responses! I love shopping with luxury promise! So glad I found them!!
July 30, 2024
Reply from Luxury Promise
Thank you so much for your wonderful review! We're thrilled to hear that you've had a positive experience with our prompt and friendly service. It's fantastic to know that you love shopping with Luxury Promise, and we're equally glad you found us!
If you ever have any questions or need assistance, please don't hesitate to reach out. We look forward to serving you again soon!
Best wishes,
Luxury Promise
Service
My SA Trudi was extremely helpful and excellent with her service. She made the whole process so easy and stress free.
July 30, 2024
Reply from Luxury Promise
Thank you for your lovely feedback! We're delighted to hear that Trudi provided you with such helpful and excellent service. Making the shopping experience easy and stress-free for our customers is our top priority, and we're thrilled to know she succeeded in doing so.
If you have any more questions or need assistance in the future, please feel free to reach out. We look forward to serving you again!
Best regards,
Luxury Promise
Reply from Luxury Promise
Thank you for your wonderful review! We're thrilled to hear that you enjoyed both our product and service. Your satisfaction means the world to us, and we’re grateful for your support.
If you have any questions or need assistance in the future, please don’t hesitate to reach out. We look forward to serving you again!
Best wishes,
Luxury Promise
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Loved my online live shopping…
Loved my online live shopping experience. The process was smooth, and all the communication afterwards on when I would receive my items was clearly explained. I will for sure be shopping with them again.
July 26, 2024
Reply from Luxury Promise
Thank you for your fantastic review! We’re delighted to hear that you loved your online live shopping experience and found the process smooth. Clear communication is important to us, and we're glad you appreciated it.
We can’t wait to welcome you back for your next shopping adventure! If you have any questions or need assistance, please feel free to reach out.
Best regards,
Luxury Promise
Trusted reseller
I had an incredible shopping experience with Yen at Luxury Promise! She was absolutely fantastic. Yen's knowledge of luxury items was impressive, and she helped me find the perfect bag that met my expectations. Her friendly and professional demeanor made the entire process enjoyable. I highly recommend Luxury Promise and working with Yen!
July 26, 2024
Reply from Luxury Promise
Thank you so much for your wonderful review! We’re thrilled to hear about your incredible shopping experience with Yen. Her expertise and friendly approach truly make a difference, and we’re glad she helped you find the perfect bag.
Your recommendation means a lot to us, and we look forward to assisting you again in the future. If you have any questions or need further assistance, please don’t hesitate to reach out!
Warm regards,
Luxury Promise
Hosts are friendly and know you by…
Hosts are friendly and know you by name! Good prices and quality goods
!
July 26, 2024
Reply from Luxury Promise
Thank you for your fantastic review! We’re delighted to hear that you find our hosts friendly and that they make you feel valued by knowing you by name. It's wonderful to know you appreciate our prices and the quality of our goods.
Your support means so much to us, and we look forward to welcoming you back soon. If you have any questions or need assistance, please don’t hesitate to reach out!
Best wishes,
Luxury Promise
Great team and great products
The team are the most engaging with great products, good quality and offer incentives to buy. Love LP - only buy from here.
July 26, 2024
Reply from Luxury Promise
Thank you for your wonderful review! We’re thrilled to hear that you find our team engaging and that you love the quality of our products. It’s fantastic to know that you appreciate the incentives we offer as well.
Your loyalty means the world to us, and we’re so grateful to have you as part of the Luxury Promise community. If you ever have any questions or need assistance, please don’t hesitate to reach out. We look forward to serving you again soon!
Warm regards,
Luxury Promise
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Poor customer service
July 25, 2024
Reply from Luxury Promise
Thank you for your feedback. We're sorry to hear that you felt our customer service was lacking. We strive to respond to all inquiries promptly and effectively, so I’d like to understand more about your experience. Could you please share what went wrong or any specific issues you encountered? Your input is invaluable in helping us improve our service.
Looking forward to hearing from you.
Best regards,
Luxury Promise
Trudi's jewels
I had a very good experience with my purchase from Trudi. My pink sapphire ring arrived promptly and is even more beautiful in person. Trudi is an exceptional host who goes above and beyond to ensure customer satisfaction. She is incredibly thorough and always takes the time to answer any questions, no matter how small. Her dedication and attention to detail made the entire purchasing process smooth and enjoyable. I highly recommend Trudi for her excellent service and beautiful jewellery.
June 29, 2024
Unprompted review
Great quality and excellent services!
June 24, 2024
Unfortunately I had to return the bag…
Unfortunately I had to return the bag but the customer service I received was excellent. It is a company that values their customers and I will shop here again in the future
June 21, 2024
Unprompted review
Reply from Luxury Promise
Hello,
Thank you so much for your positive feedback! We're delighted to hear that you received excellent customer service during your recent interaction with us.
At Luxury Promise, we strive to ensure that every customer has a seamless and enjoyable shopping experience, even when returns are necessary.
We look forward to welcoming you back as a valued customer in the future. If there's anything else we can assist you with or if you have any further feedback to share, please don't hesitate to reach out to us.
Thank you once again for choosing Luxury Promise. We appreciate your support!
Best regards,
Customer Care Team
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Excellent service and anazing products.
Excellent service and amazing products.
Shoutout to Yen who provided an excellent service for start to finish, prompt with replying to messages and sourcing of an amazing bag.
May 30, 2024
Unprompted review
Reply from Luxury Promise
Hello,
Thank you so much for your glowing review! We're thrilled to hear that you had an excellent experience with us and that Yen provided you with outstanding service from start to finish. We take pride in delivering prompt and responsive customer care, and we're delighted that Yen could assist you in finding an amazing bag that you love.
If there's anything else we can do for you or if you have any further feedback to share, please don't hesitate to reach out to us. We look forward to serving you again in the future!
Best regards,
Customer Care Team
Poor quality ready-to-wear
I discovered this site through a YouTube vlogger and was initially really impressed by their collection of bags and the fact they travelled to Japan for vintage pieces. I purchased 2 Hermes and 2 Chanel bags through their live shows. However, I think I got sucked into the whole live show excitement as after I’d done some research online I found I could have purchased the Hermes bags for a few thousand pounds less, which I was really annoyed about. I then started exploring their ready to wear range and this is where things went even more downhill. Essentially most of the ready to wear pieces are just recycled amongst their regular customers! I purchased a few Chanel pieces which were described as excellent condition on the live show and website but when I received these they were heavily stained in areas, buttons coming loose and one Chanel item looked fake with a very loosely sewn on Chanel label to the collar and buttons that were poor quality - I did not believe it was a genuine Chanel item so I returned it. I would say they have a good 14 day return policy on clothing, which I’ve had to use a lot. I think LP should stick to bags as I don’t believe clothing is their strong point and you can find much better quality ready to wear with other Preloved sites. Also, remember to do your research on prices and don’t get drawn into the live shows and “fastest finger first” - I purchased a Loewe item from LP described as excellent Preloved condition but a few weeks later saw the exact same item brand new on Net-a-Porter for 30% less - was very annoyed. Also, delivery if you’re in London from the London HQ is charged at £10, however I’ve often had to wait nearly 2 weeks for my order to arrive, this is completely unacceptable when paying such a high delivery fee, they often make the excuse that most of the team are travelling, however this should not excuse bad service. I have since stopped purchasing from LP after my initial excitement and still regret the huge purchases on Hermes bags I made…
June 11, 2024
Unprompted review
Reply from Luxury Promise
Hello,
Thank you for sharing your feedback with us. We genuinely appreciate your insights and apologise for any disappointment you experienced with your purchases from Luxury Promise.
We strive to provide an exceptional shopping experience for our customers, and we regret to hear that your recent interactions did not meet your expectations. Your concerns regarding pricing transparency, product quality, and delivery speed are noted and will be addressed internally to improve our service standards.
Regarding pricing, we aim to offer competitive prices for our luxury items, but we acknowledge that there may be fluctuations and differing offers across various platforms. We understand your frustration and will take steps to ensure clearer communication in the future.
In terms of product quality, we take authenticity and condition very seriously. We are sorry to hear about the issues you encountered with some of the ready-to-wear pieces you purchased. Our team is committed to providing accurate descriptions and ensuring the highest standards of authenticity and condition assessment. We will review our quality control processes to prevent similar issues from occurring in the future.
As for delivery times, we apologise for any inconvenience caused by delays. We are actively working to streamline our processes and improve efficiency to ensure timely delivery for all orders.
We appreciate your feedback on our 14-day return policy and are glad to hear that it has provided you with flexibility when needed. We will continue to uphold this policy to accommodate our customers' needs.
We regret that your initial excitement with Luxury Promise has been overshadowed by these issues. We value your loyalty and hope for the opportunity to restore your confidence in us. Please feel free to reach out to our customer care team directly at customercare@luxurypromise.com with any further concerns or feedback you may have.
Thank you once again for your feedback. Your input helps us to continually improve and provide a better experience for all our customers.
Best regards,
Customer Care Team
Shipping was quick despite being all…
Shipping was quick despite being all the way from AUS. Condition of bag was SUPERB and there was even a cute little koala Keychain included.
May 29, 2024
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