I haven't even received my order yet. There has been zero communication. Apparently they didn't have this bag physically in their warehouse (but obviously as available on their website) so they ordered it from a third party, elady. Com, based in Japan. I saw the bag on that website, and I would have ordered it directly from them, but I wasn't impressed with the condition. Apparently I may be getting that particular bag anyway, and for about $250 more. It is not disclosed anywhere on their website that they may source from other websites, especially overseas websites. I placed the order on 3/18. It was estimated to be delivered 4/2. It is sitting somewhere in a usps hub at least in my same state, but apparently there is an issue because it hasn't moved and tracking says shipment is on hold, but no other info as to why. There is no estimate when I'll get it now. Even before the delay I had already decided on returning it because of the shady way they sourced it. Horrible experience overall. If I could give zero stars I would. I would add a pic of my empty front porch but I'm not home.
Good, clear and to the point communication. 👌🏻👌🏻🙌🏻 As a customer I had at any time a good overview of what was happening. Delivery was very fast and the product kept what it promissed. Thank you! 🌸
Never received product and waited weeks for a refund. Plus, customer service was unresponsive for days.
We're truly sorry for the experience you had and appreciate you sharing your feedback. We responded promptly when you first reached out, and the delay in follow-up was due to us awaiting updates from the carrier and customs. At your request, the order was canceled and returned to sender due to the unexpected customs delay, and your refund was processed accordingly.
This was an unprecedented situation related to new tariff procedures—something outside the norm for us—and we're actively working to improve how we handle such cases in the future. We understand your frustration and genuinely regret that this situation wasn’t resolved more quickly. If there’s anything more we can do to make this right, please don’t hesitate to reach out—we’re here to help.
Items received, however contacting the company office is a total waste of time no one answers the phone.
This is the first time I purchased anything through this site Lux Lair. I was not aware the eye glass frame was from Germany, but it was ship through express DHL and I received the item within few days. And the item was received in brand new condition withmanufacturer's case and tag. Etc.
After purchasing my item, this company never emailed me any order confirmation or tracking. I thought maybe I just typed my email in wrong. That was until I started getting marketing campaigns and requests to post a review in my inbox. I have since requested to return my item and there is yet to be any email with my return shipping label or refund details. I submitted my request almost a week ago at the time of writing this review. Absolutely ridiculous.
We sent the customer an order confirmation email immediately after their order was placed, as well as a shipping confirmation email with their tracking number after it shipped. However, both of these emails ended up in their SPAM folder. We sincerely apologize for this and advise all customers to check their SPAM folder, if they haven't receive an order or shipping confirmation email from us. Regarding the other emails the customer received, these were sent from 3rd parties (not directly us), which is why they were not routed to their SPAM folder.
Lastly, regarding the return request, the customer made this using our self-service returns portal and unfortunately, due to a technical issue, it was never processed. We accept full responsibility for this.
That said, as soon as the customer reached out to us directly via email, we responded within hours and provided them with a return shipping label. In the coming days, we received the customer's return and fully refunded them.
We sincerely apologize for any inconvenience this customer experienced and have resolved the issue with our self-service returns portal on our website to prevent any future issues.
Overall, I would do business with LuxLair again. Their Customer service took the time to address my concern and did so in a very satisfactory manner. While I'm not floored by the designer product I purchased, it's second hand and difficult to truly judge the quality until actual inspection, in person. They do offer a return policy. Lesson learned when dealing with second hand goods. Overall, Lux Lair was very accommodating and provided options when I was disappointed in the purchase. I would do business with them again.
My wife has had her eye on a certain item and I wish I had bought it long ago when she originally told me. As time went on, it became tough to find. Lux had one in stock and while advertised price was initially higher than MSRP (and I was prepared to give up) we talked about it and we were able to make a deal. Everyone wins. Item was shipped fast and received in excellent (NEW) condition as promised. No complaints here, and I won't hesitate to recommend these folks.
Genuine merchandise. New with tags as described. Excellent customer service with expeditious response times. So far, I have ordered 3 times. I did have to return one item since it ran very very large. I had no issues with the return. I will be a returning customer.
I purchased an item on the 2/8/24, I wasn't notified or inform about my item being shipped for a whole wk. I had to reach out to their website before I was informed. I'm about to go on a trip for a wedding, I'm hoping my item reach on time. Customer service was good I must say but shipping Department have to do better
We deeply regret the delay in shipping your item and apologize sincerely for any inconvenience this has caused. Typically, orders are dispatched within 1-2 business days, and it is never our intention to deviate from this standard. We have passed your feedback on to our warehouse team and are committed to implementing measures to prevent any future delays. Your satisfaction is of utmost importance to us, and we hope you give us the opportunity to serve you again in the future.
First time shopping on the site. It seems fairly easy to navigate through and check out. Nice items. Hopefully there is no problem with communication. The shoe strings were a little dirty but perfect overall.
First time shopping on the site. It seems fairly easy to navigate through and check out. Nice items. Hopefully there is no problem with communication.
My order arrived today. The delivery date mentioned was the first of two hubs en route to the final destination, which is Singapore. Again, thank you for world class customer service, and Happy New Year!!
I am very pleased with my overall experience. The selection, price, and delivery have been nothing but positive. I even got my order earlier than expected! I will never purchase anywhere else for my MK again.
I loved the bag and how fast on lux lair's part you shipped it out. The problem came when dealing with the carrier. They lost my package in transit. So even though the package was 2 day delivery. It took 2 weeks for me to get it.
I love these shoes. They have the perfect amount of cushion, with a soft upper layer. The arch support is supportive enough for me and they are so comfortable. I have found no issues with them since purchasing them about a month ago. Great shoe!
I discovered that someone had made a purchase using my email and debit card from this company a couple weeks ago. I tried to talk to someone but no one was immediately available. Had to leave a message and they responded via email. And their response was less than helpful to stopping this fraudulent order. And that afternoon, another order, of over $200 was made on my card. I have now dealt with it via my bank.
We regret to learn that a purchase was made in our store against the customer's wishes. The customer contacted us on 5/29 at 10:01pm (after hours) to inquire about the details surrounding a purchase that was made on 5/18. We responded to her the very next morning at 7:51am via email to share the details. This order had already shipped and was past the point of being able to be stopped (we tried). We advised the cardholder to contact her bank. The second order was placed on 5/31 and although recently shipped, we were able to stop it. Therefore, we gladly canceled this order and refunded the customer in full per her request.
Easy shopping experience! Found the perfect purse in the color that I had been looking for but could not find on other sites. It came well packaged to prevent damage in transit. I love the item & the shopping experience!
First of all you guys are awesome to do business with I appreciate you greatly. The shoes are amazing and they look and feel wonderful. You guys have been a Wonder to deal with and will definitely be looking towards you for future purchases
It was good except for the shipping. I am a teacher and can't be home during the day to sign for packages. So I told the USPS that and the next day they left it at my door and that was fabulous! Also, I live in a very safe neighborhood and have packages all the time and sometimes they sit there awhile and it's okay.
I received my 3 items very quickly and they were packaged very nicely.
Vic and Krista are very nice very professional and I love that they have a great return policy. I will continue to shop with them!
Overview
LUX LAIR has a rating of 4.2 stars from 120 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with LUX LAIR most frequently mention customer service and fast delivery. LUX LAIR ranks 9th among Designer Clothes sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
We're truly sorry to hear about your experience and understand how frustrating shipping delays can be. Your order was shipped promptly, but because your address is in a rural area not directly serviced by DHL, it was handed off to USPS for final delivery. Unfortunately, the delay occurred during that final leg and was outside of our control.
We’d also like to clarify that we had not received any direct communication from you prior to this review. As soon as we became aware of the issue through your post, we reached out immediately and took steps to assist.
Regarding sourcing, like many reputable luxury retailers, we work with a trusted network of global suppliers to offer a diverse selection of products. This is a standard industry practice, and we regret any confusion or misunderstanding.
We’re glad the item ultimately arrived, and while you chose to return it, your full refund was issued promptly. If there’s anything more we can do to make this right, please don’t hesitate to contact us directly—we’re always here to help.