Customer service failure. We have ordered from LuxDeco before and have some beautiful items we're delighted with. My wife ordered a leather tray for my birthday in July. We knew delivery would be 2 mo... See more
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Love my Laura Hammett bronze tray, very stylish. Only slight disappointment was that it did not come boxed. All pictures I had seen on social media and the website show LH merchandise in a box, I obvi... See more
Company replied
Do not order from here, you will NOT receive your goods. This company should be shut down, and reported. What they are doing is criminal. I am shocked beyond belief. They have an Instagram page and co... See more
Company replied
Its such a big mistake not reading review before purchasing from this website. I order wall art and other stuffs since oct 2023 but now still havn’t recieved any product and been contacting for refund... See more
Company details
Written by the company
The curated online destination to discover and shop luxury interiors. Explore luxury furniture and unique home decor accessories from the world's finest brands and artisans.
Contact info
Holmes House, Lea Road, EN9 1AT, Waltham Abbey, United Kingdom
- +44 20 3322 8665
- customercare@luxdeco.com
- www.luxdeco.com
Spoke to a member of the team who…
Spoke to a member of the team who assisted with all enquiries for international shipping of product.
14 August 2023
Reply from LuxDeco
Dear Rita,
Thank you for providing us lovely feedback.
We are so pleased to hear about your experience and the support provided by our dedicated personal shopping team. We hope you enjoy your new items and look forward to assisting you again soon.
Kind regards,
LuxDeco.
Fraudulent company
Ordered some chairs based on 1-2 week lead time. No sign of them and when pressed, LuxDeco responded by saying that they didn’t have any idea when the chairs would be available but that there would be a ‘significant delay’. All whilst they’re holding several thousand pounds of my money.
A total scam of a company.
15 August 2023
Unprompted review
Reply from LuxDeco
Dear Phil,
Thank you for your feedback.
As mentioned by our customer care team, your order was unfortunately affected by the logistical challenges we have been faced with over the past months. Because of this the team had very little visibility of a revised lead time while we worked on finding a resolution. I am deeply sorry this has left you without your order. We take your feedback seriously and always endeavour to improve our services so that we can provide a better experience for all our customers.
I hope you will allow us another opportunity to provide you with impeccable service.
Kind regards,
LuxDeco.
AVOID LUX DECCO LIKE THE PLAGUE. They must be in trouble, and if they’re not they will be soon.
Quality furniture( from previous orders) BUT only IF it actually arrives.
This feels like a company in trouble
Service is SHOCKINGLY bad.
Ordered bedside tables and chest of drawers for two bedrooms. In both cases they have failed to deliver after FALSE CLAIMS were made on their website about delivery times. I ordered at the beginning of July with deliver estimate for around 7 days at that point. Then got an email saying due to backlog of orders they couldn’t give an accurate delivery date. I heard nothing so messaged last week to get a reply saying they still can’t offer a date. The same items are still being advertised for delivery in one week. I’ve cancelled but been told it will take 14 days to get a refund, which is nonsense. They could refund my card today and it would show in 3-5 days if they wanted to, they dont! Obviously they have serious supply and cashflow issues. AVOID!
14 August 2023
Unprompted review
Reply from LuxDeco
Dear Andy,
Thank you for your feedback.
I am sorry to hear about your experience shopping with us.
We take your feedback seriously and always endeavour to improve our services so that we can provide a better experience for all our customers. We have been faced with some logistical challenges recently that have unfortunately unexpectedly had an effect on some of our lead times and I sincerely apologies this disrupted your order.
We understand this has resulted in your decision to cancel your order, and I can see our customer care team have been supporting you with your cancelation and refund.
I hope you will allow us another opportunity to provide you with a better service.
Kind regards,
LuxDeco.
Why take peoples money for products…
Why take peoples money for products that are not available?
Rug ordered early June, still not available with no updates from LuxDeco when you contact them you get the stock answer supply issues etc,
If you cant supply it don't take the order!
14 August 2023
Unprompted review
Reply from LuxDeco
Dear Lee,
Thank you for your feedback.
As a managed market place, we try hard to keep the availability of products on our website as up to date as possible but am sorry that a discrepancy has affected you on this occasion. We take your feedback on board and sincerely apologies for the service and experience you have received.
I hope you will allow us another opportunity to provide you impeccable service.
Kind Regards,
LuxDeco.
Very Chic Web
10 August 2023
Reply from LuxDeco
Dear Ahmed,
Thank you for your lovely feedback.
We are delighted to hear about your experience shopping and navigating our site. We look forward to supporting you again in the future.
Kind regards,
LuxDeco.
I wish I read the reviews before buying…
I wish I read the reviews before buying from this website! I bought 5 grand worth of furniture and lighting, delivery date states 1 - 2 weeks, I bought them in June, now it’s August. Costumer service says they can’t give me estimation date! What kind of service is this? What company sells luxury products and be unable to provide top services? We are paying for quality products and services, how can it call itself a luxury business. By the way, all the stuff they have House of Isabella has, the I read their reviews, and it’s excellent.
10 August 2023
Unprompted review
Reply from LuxDeco
Dear Hana,
Thank you for your feedback.
I am sorry to hear about your experience shopping with us. We take your feedback seriously and always endeavour to improve our services so that we can provide a better experience for all our customers. We have been faced with some logistical challenges recently that have unfortunately unexpectedly had an effect on some of our lead times and I sincerely apologies this disrupted your order.
I hope you will allow us another opportunity to provide you with a better service.
Kind regards,
LuxDeco.
Customer Service in Contact Center…
Customer Service in Contact Center Needs improvement on how to assist Customers.
7 August 2023
Reply from LuxDeco
Dear Cherwell,
Thank you for your feedback.
I am sorry to hear about your experience.
After investigating this further, I can see that our customer care team have been in contact throughout your ordering process and supported you with your order. I am sorry you feel our service has not met your expectations however we take your feedback on board and hope to provide you with impeccable service in the future.
Kind regards,
LuxDeco.
shocking
shocking - ordered a dressing table in June 2023 and still have no idea when it will be delivered. Customer service are unable to provide a credible explanation as to why the delay. They keep referring to a "backlog" of orders but no updates other than that. I have asked for a Manager to call me and emailed the "VP of Sales" to no avail. I want a refund.
9 August 2023
Unprompted review
Reply from LuxDeco
Dear Jan,
Thank you for your feedback.
I am sorry to hear about your experience shopping with us.
We take your feedback seriously and always endeavour to improve our services so that we can provide a better experience for all our customers.
We have been faced with some logistical challenges which have unfortunately had an impact on the service we deliver to some of our customers and I apologise that this affected your experience with us.
I am pleased to see you are in contact with our head of customer experience who has supported you on a resolution. I hope you will allow us another opportunity to provide you with impeccable service in the future.
Kind regards,
LuxDeco.
professional interior design firm - extremely disappointed!
As a professional interior design firm, we take the importance of reviews very seriously. We have never before written a negative review but this time we feel bitterly disappointed, let down and misled by everyone we've spoken to at the LuxDeco team including management and therefore compelled to say something so that that other interior professionals and retail customers can make a fully informed decision before purchasing from LuxDeco.
We placed not 1 but 4 separate orders with LuxDeco for multiple projects and we have been let down on all of them. We placed the first order in Feb 2023 and we are now in August 2023 and still without any products, without any updates and without any estimated dates of delivery. We have had no updates from LuxDeco willingly, without prompting and chasing repetitively. We have had to therefore reluctantly cancel all orders and our customers have not only been left with in excess of a 5 month delay, but also without any products to show at the end of the wait. We've also been unable to keep our clients informed throuhgout this delay as LuxDeco could only tell us that they have 'continued internal issues'.
We have had to source the products elsewhere but we are still waiting for LuxDeco to refund us for all orders and we are a week down the line after requested an immediate refund which management agreed to process within 3 working days. yet another deceiving and disappointing experience of working with LuxDeco.
Its apparent they have customer service issues and the estimated lead times on the website continue to deceive customers. The is incorrect advertising and misleading information.
We continue to chase management for our full refund.
Disappointing, unprofessional misleading information and failing to follow through on promises. We will not be working with LuxDeco again sad to say.
9 August 2023
Unprompted review
Reply from LuxDeco
Dear Stacey,
Thank you for your review.
I am sorry to hear about your experience shopping with us. We acknowledge your feedback and will use this to reflect upon creating a better experience for our customers in the future.
As discussed with our customer care team, we have been faced with some logistical challenges recently which have unfortunately had an impact on the service and delivery times we provide to some of our customers. I apologise that this affected your experience with us and several of your orders.
I am deeply sorry this has resulted in a cancellation of your orders but I am pleased to see you are in communication with our head of customer experience to support you and hope we can provide you with a better service in the future.
Kind regards,
LuxDeco.
Terrible company
I ordered a dining table and chairs in October 2022. I was told it would arrive by Christmas. They contacted me to tell me it’s been delayed so likely to be after Christmas. We’re now in August 2023 and still I haven’t got them. They haven’t updated me on it throughout. Instead I have been calling every few weeks to be told there is no update. Even though these chairs now say 2-3 weeks delivery online. Staff are not friendly at all and make you feel as though you’re a big inconvenience calling. If you’re thinking about ordering from this company I honestly wouldn’t. There are loads of other company’s that sell the same things and have a much better customer service. I wish I had read the terrible reviews before ordering. Never again!
3 August 2023
Unprompted review
Reply from LuxDeco
Dear Abigail.
Thank you for your feedback.
We have been experiencing a high level of contact over the last several months and are doing our best to get back to people as quickly as possible. I apologise that this has led to you chasing our team several times.
We take your feedback seriously and always endeavour to improve our services so that we can provide a better experience for all our customers. As mentioned by our customer care team, your order was unfortunately affected by the logistical challenges we have been faced with over the past months. Because of this the team had very little visibility of a revised lead time while we worked on finding a resolution. I am deeply sorry this has left you without dining chairs. I am happy to see your dining table has been booked for delivery.
I hope you will allow us another opportunity to provide you with impeccable service.
Kind regards,
LuxDeco.
beautiful cushions
Just ordered some beautiful cushions - can’t wait for them to come!
They arrived! The delivery service was spot on and they are so special- I’d recommend this company- for sure
2 August 2023
Unprompted review
Reply from LuxDeco
Dear Debbie,
Thank you for your feedback.
We are so pleased to hear about your experience shopping with us and can't wait to assist you again in the future.
Kind regards,
LuxDeco.
Never again
Terrible service. my items were never delivered and I have to chase my money back. Very unprofessional company.
23 May 2023
Unprompted review
Reply from LuxDeco
Dear Dragana,
Thank you for your review.
We take your feedback seriously and always endeavour to improve our services so that we can provide a better experience for all our customers. We have been faced with some logistical challenges recently which has unfortunately had an impact on the service we deliver to some of our customers and I apologies that this affected your experience with us.
I hope you will allow us another opportunity to provide you with impeccable service.
Kind regards,
LuxDeco.
Brilliant service
The customer service was exceptional! I was having technical issues so could not purchase an item at sale price. I emailed them and they honoured the sale price the next day even though the sale had ended. All handled very professionally. Thank you
31 July 2023
Reply from LuxDeco
Dear Friend of Ted,
Thank you for your feedback.
We are so pleased to here about your experience shopping with us and cant wait to assist you again in the future.
Kind regards,
LuxDeco.
Still get to receive my item 9 months…
Still yet to receive my item 9 months later. Can’t even give me a delivery date!
29 July 2023
Unprompted review
Reply from LuxDeco
Dear Emmelia,
Thank you for your feedback.
We are sorry to hear this has been your experience shopping with us on this occasion. We have been faced with some logistical challenges recently which has unfortunately had an impact on the service we deliver to some of our customers and I apologies that this affected your experience with us.
I am pleased to see our customer care team have been in contact to support you with your order and we look forward to providing you with a delivery soon.
Kind regards,
LuxDeco
Always something unique to buy
28 July 2023
Reply from LuxDeco
Dear Sonia,
Thank you for your feedback.
We are so pleased to hear about your experience shopping with us and can't wait to assist you again in the future.
Kind regards,
LuxDeco.
There is nothing Lux in lUxDecor.
There is nothing Lux in lUxDecor.
Two of my orderds havent been delivered, nor did I get a refund. My designer spent houts trying to chase the orders, then I have spend hours on hold for an adviser, emails are also not effective. I have written an email asking for a refund as the orders are not fullfilled and they could not provide any information when will it be delivered.
Total order amount is around £10k
20 July 2023
Unprompted review
Reply from LuxDeco
Dear Daria,
Thank you for your feedback.
We are sorry to hear this has been your experience shopping with us on this occasion. While we are doing our best to get back to our customers as quickly as possible during this busy time, I apologise that you have had to chase our customer care team.
We take your feedback on board and hope to provide you with a delivery soon.
Kind regards,
LuxDeco.
Quick dispatch and delivery.
23 July 2023
Reply from LuxDeco
Dear N4diaa,
Thank you for your feedback.
We are delighted to hear about your experience shopping with us. We hope you're enjoying your lovely new items and can’t wait to assist you again in the future.
Kind regards,
LuxDeco.
Great selection of items to suit all budgets
Great selection of items at competitive prices. Items to suit all budgets too. AND 10% off my first order with an extra 15% off my next order if I recommend a friend, who will also get 15%off their order too.
21 July 2023
Reply from LuxDeco
Dear Henry,
Thank you for your lovely feedback.
We are delighted to hear about your experience shopping with us and that you have taken advantage of our amazing offers.
We look forward to assisting you again on your next order.
Kind regards,
LuxDeco.
Waterford Glasses
Ordered 6 Waterford glasses on Wednesday, arrived and packaged well on the Friday! Was sceptical looking at the reviews but can honestly not fault LuxDeco, a well deserved 5 stars! Thanks.
18 July 2023
Unprompted review
Reply from LuxDeco
Dear Simon,
Thank you for providing us feedback about your experience.
We are delighted to hear you love your new Waterford glasses and can’t wait to assist you again in the future.
Kind regards,
LuxDeco.
Reply from LuxDeco
Dear John,
Thank you for your lovely feedback.
We are delighted to hear about your recent experience shopping with us and look forward to supporting you again in the future.
Kind regards,
LuxDeco.
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