Review Time
I purchased the lash lift kit in August of 2025, but my shipping address was incorrect. I contacted to support to have it changed before it was shipped, but I one responded to me for weeks. I was unable to pick up the package as I had moved, so I did not receive what I bought. I again reached out to customer service asking for assistance. It took two months 10/23/2025 to hear back from anyone at the support center. I still had not received my order. I had sent multiple emails and replied to the automated thread, hoping someone would respond. When someone did in October I was given a code to use on the website to replace the order I hadn’t received. The code didn’t work. I responded and months later still no assistance. I had to do a chargeback from my bank to get a “refund”. When trying to reach out to customer service to let Luxe know what happened, I didn’t hear from them again until 01/2026. Their customer service team took months to respond to any of my requests, offered me a code instead of a refund and ultimately never helped me. Theo latest to get my money back was through my bank.
I love the lash kits I have received. I have very light lashes, and it makes a huge difference in my appearance. I do not wear makeup daily as my blue-collar job requires me to start my day at 4:00 AM. It helps me feel pretty and less people ask if I am tired. :)
So last year I had a disappointing experience with this company and left a review saying so. Luxe Cosmetics apparently did not like what I had to say, and flagged my review, claiming they did not believe it was based on a "genuine experience". This, after I had paid for my order, and waited months for them to finally deliver (some 4 months after my original order & payment)! During that time, I tried countless times to communicate with them, only to be ignored. And after everything they put me through, they had the nerve to claim my review is fake?? By the way, at the time I wrote that review, I found many, many others on this site also complaining that they had not received their orders and were having a hard time getting anyone from Luxe Cosmetics to respond to them, so my case wasn't anything unique. Now I wonder, how many other negative reviews have they successfully had deleted to boost their rating? Trustpilot, for its part, had apparently tried to contact me to let me know I needed to submit documentation of my experience to ensure my review stayed up. My case is from December 2024; I no longer have my order confirmation number, receipt, or unanswered emails to this company. How was I expected to submit proof on an older case? (In fact, I was so frustrated with Luxe Cosmetics that when my kit finally arrived, I didn't even use it; I gave it away & wanted nothing more to do with them.) Now I'm disappointed in Trustpilot as well for allowing this company to wrong me again by silencing me. Luxe Cosmetics can go ahead & flag me again & get my review booted, but nothing will change the fact that they are a lousy company that takes customers' money & fails to deliver their products in a timely manner, if at all. And I will continue doing what I can to steer people away from them, if not on this site, then on others. Edit: I'll add that if this company were as quick to reply to their customers' inquiries about their undelivered orders as they are to reply to reviews on this site, they would be doing so much better. Not surprisingly, I think they were once again ready to have my review deleted (this after saying they don't do that), because as soon as this went up, I received an email from Trustpilot saying that Luxe Cosmetics were requesting more details in order to recognize it as being genuine (they were requesting my full name and email, which I provided; I'm assuming that checks against their records on orders). Hopefully they can rest easy now knowing I'm not being paid to post fake negative reviews. They just genuinely have unhappy customers.
Everything went wrong with this purchase. However, the company are now going through old reviews, to boost their rating, and saying their not genuine. I have provided proof to trustpilot 3 times, showing I purchased from this company. This product ruins your lashes and they do not honour the 30 day guarantee. I had to get a refund through PayPal, which this company refused to respond to. So dont believe their current overall star rating because they're falsely claiming negative reviews are not genuine. I am hopeful trustpilot will review the case I have just created and undelete my previous review.
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