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LUX LAIR Reviews Summary
LUX LAIR has a rating of 4.2 stars from 126 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 7th among Designer Clothes sites.
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Product was in excellent condition, as described! Shipping was fast, even during the holiday season! I will definitely purchase from Lux Lair in the future!
Simple, straightforward, discounted and arrived early.
I had a great experience! The customer service was excellent, and I appreciated how quickly they responded to my questions. I was a bit hesitant about buying my designer MCM bag since it's an older design that's not available on MCM website. But when my bag arrived, it was perfect and exactly what I hoped for. Hopefully I can come back to share a one-year review.
Order Confirmation July 8th #LL1015-4562 from LUX LAIR I don't receive my order…10 days since I made the order and today I don't receive it! Horrible service and horrible experience!
My items were just as described and made it an easy buying experience. Prices were fair
Glad I used them to get my new bags
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.
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.
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.
Items received, however contacting the company office is a total waste of time no one answers the phone.
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! 🌸
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.
Easy to order, fast to receive. The item, same as order.
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.
I wanted to return a purchased item. There were no papers included in the order. I went to the Luclair website and tried to fill in an on line returned form. Here is my experience:
1. On the on-line form, my order number CAN NOT be found (which makes me question whether Luxlair is legit);
2. I called the Customer Service #. No one picked the phone. The automated recoded message is that the Luxlair can not take phone calls because of COVID 19 RESTRICTIONS! It is 2024! The Covid restrictions ended in 2022!
3. I logged into a Chat Box (as advised on the Customer Service page). No one was answering my question on the return. I was sitting and waiting for a response from the Chat for 60 minutes!
4. I sent an e-mail with my question at *******@luxlair.com as advised at the Customer Service Website. I am still waiting to receive a response or at least any type of communication.
The bottom line, judging from the current experience on returns, Luxlair is not legit, because it seems the retailer does want to accept any returns. If Luxliar wouldn't answer for 30 days, then the return period would expire, seems like a very simple strategy.
Regarding the quality of the received item, it cam with no tags, so it quite might be a pre-owned item. I buy a lot on-line, so from my experience with other retailers, new items ALWAYS always come with tags.
We sincerely apologize for the inconvenience you encountered while attempting to return an item. Unfortunately, during the time of your return request, our website's online return portal experienced technical issues, hindering customers from utilizing our self-service option.
Regarding our communication, while we aim to provide real-time assistance through live chat or phone, there are instances when our representatives may not be readily available. However, we are committed to addressing all inquiries promptly, striving to respond within 24 hours or less.
Upon receiving your email, we promptly processed your return request and provided you with a return shipping label within a few hours. We are pleased to confirm that the item has been successfully returned to us, and you have been fully refunded as of 4/27/24.
Please accept our sincerest apologies once again for any inconvenience caused. Customer satisfaction is paramount to us, and we sincerely hope for the opportunity to serve you again in the future and provide you with the exceptional experience you deserve.
Purchased a Gucci wallet. Great barely used item. Love great!
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.
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.
The shoes I purchased were damaged, so not only couldn't I get them in a timely manner, but I couldn't get the pair I request.
We sincerely apologize that we were unable to fulfill this customer's order. The Christian Louboutin shoes they ordered were the last pair we had in stock, and they were not in sellable condition, unfortunately. That said, we communicated this to the customer in a timely manner and promptly issued them a full refund, as well as a coupon for a discount on a future order.
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.
Receive my 2 bags as shown and describe, delivery right time they promise, during the show they take their time to show the item respond to all your question👍
From the business
Purveyors of 100% authentic luxury goods, including designer handbags, clothing, shoes and accessories, from some of the world's most coveted brands, LUX LAIR is inspired by the savvy fashion-conscious shopper who seeks value without compromising style. LUX LAIR is a designer luxury goods outlet, with over 17 years of experience, featuring wares for both men and women, at a fraction of their original retail price.
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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 sincerely apologize for the delay and understand how disappointing it can be to wait longer than expected for an order. This order was shipped right away but was unfortunately delayed in transit. As soon as the issue was identified, we offered either a replacement or a full refund. The customer chose a refund, which was processed immediately.
At LUX LAIR, we take delivery issues very seriously, though they are rare among the thousands of orders we fulfill each year. We appreciate the feedback and are continuously working with our shipping partners to minimize delays and ensure a smooth, reliable delivery experience for our customers.