Theluxurynurserycompany Reviews 

We ordered a ball pit for my one-year-old's Christmas, well in advance of the deadline for Christmas deliveries.
It took ages to make it's way from Poland to the UK but we were glad to see yesterday that it was out for delivery and due to be delivered on Christmas Eve.
Unfortunately it's been delivered to the completely wrong address in York when we live in Glasgow- hopefully these random strangers enjoy the ball pit we've bought them.
I don't particularly care if it's the companies fault or UPS- we paid the money to the Luxury Nursery Company and they haven't fulfilled their end of the contract.
As an aside, they have completely ignored multiple emails from my wife and the mobile number listed on their website does not connect. They also don't accept follow requests on Instagram.
I'd strongly warn anyone against using this company as they are clearly incompetent and once they've got your money, they don't care.

order never arrived. i emailed the company immediately, and had a response asking me to check the area and get back to them. i’ve sent several emails on out to have them bounce back to me. now have to report this to outside organisations due to the emails bouncing back after my first email and therefore no resolution.

We ordered our little girl a step and slide set as she was delayed (born early) and we wanted to help her development. It was delivered on Wednesday and she was standing independently by Friday! We have recommended these to everyone and I’ll be buying one more for my nephews. I can’t speak highly enough of the company either they reassured me as I get nervous when ordering items.

Our purchase (Order #8576 confirmed) was made on the 24th July 2024. To our dismay and dissatisfaction a number of our items arrived damaged, tarnished and inadequate for safe use (PLEASE SEE IMAGES BELOW). You would assume a ‘Theluxurynurserycompany’ would echo and reciprocate robust quality assurance, customer service and basic rapport skills however, to date Wednesday 21st August, we are yet to receive a formal acknowledgment, apology and viable solution going forward to resolve our order issue. From a ‘luxury’ company, this is utterly embarrassing. There is no accountability. There are a number of 3rd party vendors selling similar products online however, we opted for this company for the first time with confidence assuming all would be in hand. This is our experience, yours may well be different…however, if you’d spent £974.00 you’d hope at least a competent adult would acknowledge your concerns as opposed to ignoring your correspondences. At this point we just want our money back but that is another legal issue in itself. If anyone has any advise or support please get in touch.

Damaged Items
Soft Play Double- Seat Rocker × 1(replacement required)
White Soft Play Step & Slide Set × 2 (just 1 stair set needs replacing)
White Square Ball pit in Eco Leather (replacement required)
Soft Play Bridge and Balance Ball (replacement required)
Items Incorrectly Described

Ballpit – The website images show a fairly full ballpit which would suggest the 200 balls included would be adequate to fill this, however when putting it up, this was not the case and the balls barely filled one layer. In addition, after counting we did not receive 200 balls. 181 were packaged meaning we are 19 short. If you advertise 200 to the consumer provide 200…that is what is paid for.

Feedback
To finalise, packaging appears to be a big issue. There is a lack of protection to accommodate the large parcels including basics such as bubble wrap or heavy-duty parcel bags. Every item was just placed into a box and sealed with no protective cover – the only item which had a cover was the double seat rocker, which then didn’t have a box…communication again non-existent…

I contacted the luxury nursery company before I ordered because I had been let down by another company and needed the soft play and steps set as soon as possible. They were so helpful and sent it as soon as they could. It arrived when they said it would. Such a lovely set which my son loves. Great customer service and products 🤍

Update:

Finally received the item. It’s good quality and I’m sure my daughter will love playing on it so I’m changing my rating to 3 stars. Product- very good experience- bad

Order No. #8141

I am astounded by the abysmal service from this company. It's been 24 days since I paid for my order, and I still haven't received my package. The delivery company they chose is beyond incompetent, with a useless automated service and a refusal to leave the package at my house 4 times!! Redirecting the package to the local post office didn't help, as they refused it due to a label they couldn’t scan.

The problems didn't end there. Despite being home, the delivery person didn't bother to ring my buzzer and instead tried to leave the package with my neighbour, but apparently my name is not correct on the label which meant the courier wouldn’t leave it with them! Not once have I received a card stating they couldn't deliver, nor have I been contacted by the courier company.

The company's communication has been nothing short of pathetic, offering no real solutions. I have repeatedly requested a refund but have been told I can’t until I have the package! Bit of a catch 22 there.

This has been the most infuriating and frustrating experience I've ever had with an online purchase. Save yourself the headache and avoid this company. They seem incapable of fulfilling orders.

Owen Johnson

I bought my grandchildren a soft play set and they absolutely love it! All my correspondence was with their client services team who were amazing. They answered my emails instantly, directed me to the perfect soft play set which I purchased and it arrived on time without any delays. What a stunning business with exceptional products and people. Thank you to The Luxury Nursery Team, I'm a very happy customer and will advertise your product range to all of my friends.

Bought the soft play steps and slide for my nephew, he absolutely loved it! The quality is great and looks good in his play room. The customer service team were quick to respond to a query I had before purchasing. Would definitely buy again from luxury nursery.

Highly Recommend this company!!!

I ordered the step & slide soft play with a ball pit for my daughters 1st birthday.
I ordered on Boxing Day, obviously the business was closed for the festive period, and it was processed and dispatched the first day they were back open.
It took just under 2 weeks to arrive as it’s coming from Europe so definitely order with enough time.
The soft play and ball pit itself are absolutely beautiful and such great quality, I have had so many compliments on it already.
My daughter absolutely loves it and I can tell we’re going to get many years use out of it!
When it arrived I noticed we were missing something so contacted the customer service team who immediately arranged for it to be sent straight out.
Thank you so much.. One very happy 1 year old! ☺️

I have had nothing but a great experience throughout with the luxury nursery company. i knew the delivery timeframe when ordering and was pleasantly surprised to receive the order much before the timeframe stated, the correspondence when i had questions regarding ordering for my child’s birthday were quick and efficient with very polite team members. i really wouldn’t go by the bad reviews knowing people take the time to review when they aren’t completely satisfied rather than when they are! thank you for being helpful & delivering a fantastic soft play set for my son!

Lovely shop & service was great. Quick response time and were very helpful. Would definitely shop again. Thank you.

It makes me sad to write this as I loved the look of this company but I was skeptical, and my fears have come to fruition.

Ordered (order no.#7306) on 26th Dec for my daughters birthday this Sat 13th Jan the item is from Poland, I’ve been told “shipment takes 17 working days” nowhere on the website or after ordering was this communicated. The item ordered is a play couch, I wish I had ordered elsewhere, and haven’t a clue what to tell my daughter on her birthday this Saturday 💔

So disappointing. And customer service is very slow. I would suggest shopping elsewhere; there is nothing luxury about it.

Awful company to deal with, I had to cancel my order and sent two messages because I did not hear back after the first one, Both messages through their site both said message received, they then still sent the items, they then replied after my 3rd message saying they had not seen my first two messages and I would now have to wait over a week for it to be delivered and then pay for it to be returned and then wait for them to receive it back to get my refund, their phone number is not in use either
They are lying on their reply to my review, my order was cancelled on 01st January not the 2nd, their website stated they reopened on the 2nd January not the 4th and the email I received to say item has been sent was on the afternoon of the 2nd January after 2 emails to cancel, there were also no automatic messages advising on anything, only confirmation that message was received
Even by their own statement that they were closed over the xmas period & 48 hours from my ordering would be xmas day so they would still not been able to process my cancellation & it would still of been sent out meaning I had no chance of cancelling anyway

Honestly couldn’t even believe my luck, found exactly what I was looking for, for my 7 month olds first Christmas, however guaranteed Christmas delivery had passed so I added a note advising what it was for and was then contacted directly and offered express 2 day delivery, which of course I took, and yep as promised delivered 2 days later, amazing! I honestly couldn’t recommend enough, thank you so much! Christmas is going to be perfect 💕

Over the moon with my purchase. My little one absolutely loves it. Speedy delivery was a bonus!

Delighted with the style and quality of the ball pit I ordered. My kids love it and use it all the time. I had a small query with my order which was dealt with quickly and efficiently. Will definitely be using this company again!

Great soft play set, my children absolutely love it and play for hours!
Also could not fault the customer service, I had a few questions prior and after ordering and the team came back and answered all queries very promptly.

Appalling service. They do not respond to emails and their listed phone number is not valid. They sent out someone else's tracking to me and left me waiting and wondering where my item was.

Bought a soft play and ball pit for my sons 1st birthday a couple of months ago and he absolutely loves it. Such high quality and arrived really quickly. Since then I’ve ordered a few gifts and they’ve all been lovely! Thank you luxury nursery

Great company with amazing customer service!