Luxton Living Reviews 80

3rd order of item. Buying again says it all. Happy!

Ordered- paid then you cancelled my order no email explaining why just refunded.

Everytime I order next day my purchase is refunded. Money was taken a week ago and I'm still waiting on refund. I ordered a rug it was refunded next day as out of stock so I chose another and ordered, next day same thing happened order cancelled and refunded still waiting on both refunds and that was a week ago

Placed an order January 4th, still in processing 14 days laters. no communication, no item received, there's no response through any of the contact sections. Will have to refund through my bank.

Avoid this company if you don't want the hassle of getting your money back.

poor quality and customer service does not seem to exist as I have been trying to contact them for 3 weeks to arange a return so I could be refunded.

I ordered 2 rugs in October and only received 1 I have been emailing this company since then and at first was told they would send a replacement which never came I have sent over 10 more emails asking for a refund since then and get nothing but lies or no response their customer service is disgraceful .

Updated review:
I had a few issues with my order but it has now been resolved and a full refund was issued. Thank you for sorting this out. much appreciated !

From start to finish, the process has just been long. Ordered something from them for a Christmas present back in mid-November, didnt receive anything for a few weeks, was told a replacement was being sent out as it had been 'lost', this replacement eventually turned up 2 weeks later not long after I'd opened a dispute with my bank. The only positive I'd say is, customer service were pleasant when I spoke to them at least.

Rug is great value for money.. fluffy and comfy the colours on offer are great too.

The new bath towels are incredibly soft and haven’t gotten rough after washing. I love wrapping up in them after a shower.

I had an issue with an item arriving damaged, and they sent out a replacement immediately after I contacted them. They even followed up to make sure I was happy with the replacement. That level of care is rare these days. Huge thank you to the team for handling it so well.

I ordered a rug which never came. I contacted them three times. They then sent an email saying I was to return it for a refund. I told them I had received nothing. Said they would investigate and I have still heard nothing back. I had to open a paypal case to get a refund. Never again would I use them.

Their communication is absolutely appalling! I purchased a rug which arrived a complete different colour to what I had ordered. I sent them an email stating this and they took 5 days to reply asking for order number and photos, sent that over. Another few days pass and they said to keep the item and they'd refund 20% .. not really what I wanted but said ok, then heard nothing. No way of returning the item for a full refund, email them to say what's is happening, still don't hear anything. Do not order from this company!! Shambles.

Further update to my initial review below. This is a response I received from the company about my refund that I'm legally entitled to. Unbelievable!!! I will be reporting this to consumer rights bureau.

Hi,
Thanks for contacting us. Sure, we can agree to refund you in full once you can remove the feedback.

We do not mean to be rude, but customers take refunds and then we don’t hear back from them. We are not saying you are the same but we just want to be on the safe side.
Please send us a screenshot once the review is removed, we will refund you the remaining straight away.
Best Regards,
James
Customer Care


They state they offer Hassle Free returns but there is nothing hassle free about their service. I returned two pairs of curtains that were inaccurately shown on their website. I had to chase my refund several days after I got the confirmation that they received it. When I eventually received the refund, it was only for one pair of curtains, and now they are not replying to my emails and I've got no refund for the other pair. Dishonest company that hopes that the customer would either not notice that no refund was issued, or would eventually give up when they don't respond to emails.

Update to previous review!
After posting my review above and my email to them asking for a full (not partial) refund, the company sent me an email saying that I had been refunded and if I could remove this negative review, as it impacts their business. I've checked my account, and they of course have not issued me any refund. The previous refund they had issued did not even cover the full cost of one pair of curtains (£2 short). Not only was my request for further refund ignored but I had also been asked by the company to remove the review!

Bought 2 rugs which were not fit for purpose. Website says hassle free returns. That’s not correct as I’ve been trying for a week to return the rugs. Too thin and move easily therefore cannot vacuum and not suitable for house with pets and children. Would be fine if they would accept return or even answer my emails.

Please do not use,if you have a problem they do not contact you, we have emailed and left messages on the phone
Think this is a scam

I purchased a rug from Luxton Living after looking on their website. I wish I’d had read the reviews first, as that would have put me off from buying from them. I’d made a mistake with my order, as the rug I’d ordered was too big. On their FAQ’s page, it says if you contact customer service, as long as the item hadn’t been despatched, they should be able to help. However, as soon as I’d ordered, I’d received an email to say the item has been despatched, with no tracking number. This was on a Sunday night, so I thought it was a bit strange it has already been despatched. Anyway, I tried my luck and emailed straight away. Monday morning, I emailed again and tried to call using the phone number on their website. It rang out so I left a voicemail. I still hadn’t heard anything back in the afternoon, so I tried calling again. I must’ve called about ten times in a row with no answer. At this point I started to panic, so I emailed again to ask what was going on with my order and asked if they could contact me as soon as possible. Finally, I had an email back on the Wednesday telling me it had now been despatched with a tracking number. So it had not been despatched on the Sunday and if someone was competent there, I possibly could have cancelled my order or changed the size, therefore their FAQ was false firstly. Secondly, I received the rug and it was in fact too big which I knew it would be. Not only that, but the colour was no where near the same colour as advertised on the website! I emailed back asking if I could return the item. Heard nothing for a few days (surprise, not!) then I was told I can return it but they do not offer free returns, which is disappointing as their website says “hassle-free returns”. I understand this doesn’t mean it’s free, but stay with me. I returned the item tracked which cost me over £6, so I was already out of pocket and annoyed the item wasn’t what was advertised anyway. It took them days to refund me, and they took days to reply back to my emails asking if they had received it and when I was getting my refund. So their returns are definitely not “hassle-free” at all. Dealing with this company gave me so much anxiety, I wish I had never ordered with them. Please do your research before ordering! They trade as T&A Textiles, completely different company to Luxton Living. Misleading company. I would definitely not recommend!

I Place the order with this company
Luxton living
For bathrobes two weeks ago, no response website says the order has received nothing else from the customer service. Look like it’s a fake company. I’m going to make my way to Manchester. That’s where they are based and I will take this further unless I get my refund, please do not trust this company anymore. Please don’t waste your money, this is absolutely true. I have placed the order over hundred pound and up to now. Nobody got in touch with me. No response back. No update on the emails. Don’t know where the order is It was a gift for someone So I have to go and buy something else due to this company. They got disgusting customer service, no phone numbers and there’s hardly anything we can do to get in touch with them except sending them emails.
Please stay away from this company. Don’t place any order with them.

Ordered a huge room size fluffy rug for £27, was suitably sceptical due to the price and some of the reviews on here, but thought it was worth a cheap punt.
Item was delivered within four days and can't actually believe how good it is was for the price paid! Will definitely be ordering from this company again, a real pleasant surprise!

I will be as honest as i can about the whole process, i ordered 3 rugs after reading a few bad reviews, i was a little concerned at first when within 5 minutes of receiving my sales confirmation i got a order processed confirmation, the tracking on the website also stated order completed, I decided to wait until monday which would be the minimum delivery expected date, it arrived half eight this morning with absolutely no issues, the rugs are just as described and make my home look great. Thank you very much luxton living i will be back for more 😁