Review Time
Please beware! Ive just had Trustpilot reach out because this terrible company have flagged my review as not genuine asking for proof of my experience which happened back at the beginning of october! 5 months ago!!! Luckily I still have all the emails as proof as a lot of people wouldnt still have it after all this time! I had to fight and contact my bank and action fraud to get a refund after Luxe kept ignoring me and then denying a refund despite no products arriving and they have the audacity to try and have my review revoked! Dirty tactics for a scam company. Please, PLEASE beware!
I am extremely disappointed with Luxe Cosmetics.
I ordered 3 serums and never received my package. I contacted customer service multiple times, and they kept making me wait without giving me a real solution. After several messages, they finally told me that my order was “delivered” and that I should check with my neighbors.
This is not acceptable. I paid for my products and I also paid for shipping insurance that clearly states if the package is lost or stolen, they would send a replacement. Instead of honoring that policy, they are refusing to take responsibility and pushing the problem onto me.
As a customer, I expect better service and accountability. I will not be ordering from them again.
Very disappointed.
I decided to try this over my regular brand, which has never caused me any problems; however, this product resulted in chemical burns on my eyelids, and I’m still dealing with the aftermath over a year later. The claims of being “Healthy” in various videos are misleading. Step 1 Perm:
🚩 Polyacrylamide – may contain residual acrylamide, a known neurotoxin and probable carcinogen. Not suitable for use near the eyes unless it's pharmaceutical grade. Thioglycolic acid – highly irritating and corrosive. A strong sulfur/chemical odor often suggests poor formulation or high concentration, known to cause chemical burns and eyelid dermatitis. 🙃 Propylene glycol – enhances the absorption of other chemicals and is a common trigger for contact dermatitis, particularly around the eyes. The combination of thioglycolic acid and propylene glycol leads to increased penetration of a corrosive substance on the most delicate skin area. Step 2 Fixation:
Methylparaben – can lead to skin irritation. Distilled water – should neutralize the perm step, but if poorly formulated or incorrectly pH-balanced, it can exacerbate damage instead. Step 3 Nourish:
Vegan collagen – not true collagen (animal-derived). Offers no structural repair and is purely a marketing tactic. (Apologies to vegans x). Distilled water – does not heal burns and may aggravate irritation on damaged eyelid skin. Step 4 Cleanser:
PEG/PPG Copolymers & PEG-6 Glycerides – can disrupt the skin barrier after chemical exposure. Osmanthus/Rosa Rugosa extracts – fragrance near the eyes, high potential for allergies. Phenoxyethanol – a preservative that can irritate the eyes. The combination of fragrance and surfactants on chemically injured eyelids prolongs inflammation. Eyelash glue:
Polyacrylate – can cause physical irritation.
Ammonium sulfate – stings broken skin. Claiming this is “healthy” is completely unrealistic and a blatant falsehood.
They claim to guarantee their product if you're not satisfied, but they fail to honor it. The molds wouldn't stay in place, and the adhesive was ineffective, only managing to hold a few eyelashes. I tried several times, which only caused irritation to my eyelashes. Even my spouse attempted to help, but it still didn't work. It has been challenging to reach anyone for support, and when I finally got a response, they mentioned that they don’t refund for allergic reactions, completely ignoring the main issue of the product's ineffectiveness. I am extremely disappointed to have wasted both money and time on this.
I would give a zero if that were an option. I’ve been trying to get a refund for a disappointing product since August. When they finally responded, I encountered endless excuses and unreasonable requests for proof that the lash kit was ineffective. The pads won’t stick, rendering the kit completely useless for me. Now, I’m told they can’t process my refund because my order just shipped... I haven’t placed another order. This response is baffling! The customer service is utterly incompetent. Avoid buying any products from this company if you don’t want to waste your money.
I’d give zero stars if I could. I've been trying to get a refund for a disappointing product since August. When they finally replied, I was given the runaround and asked for ridiculous proof that the lash kit didn’t work. The pads won't stick, and the kit is useless for me. Now I’m told they can’t refund my order because it just shipped… I haven’t ordered anything else. This response makes no sense! Completely incompetent customer service. Do not purchase any products from this company unless you want to waste your money on useless items.
They delivered my parcel to someone else in my building instead of ringing my bell, and now the package is missing. I've been waiting over a week for customer service to reply, just to be told I have to wait another 5 business days for a refund? Having worked in customer service, I know this is a significant violation of customer rights, and I will be reporting this issue. I’ve been left without my product and out of pocket, and they don’t seem to care since they already have my money. Update: I’m keeping 1 star because I had to publicly complain and request a chargeback for them to acknowledge my refund, but they haven’t specified when it will occur.
I wish I had checked these reviews before ordering. I placed my order and heard nothing for two weeks, with no responses to my emails. When I messaged to cancel, they claimed it was cancelled, yet I received a notification shortly after that it had shipped. It’s suspicious that it was shipped right after my cancellation request. Now, over three weeks later, they say it was sent, but tracking indicates it can’t be found. Do not trust this company!
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Our mission is to create easy-care, no-fuss products that let you look confident day after day.
That's why we produce high-quality cosmetics for eyelashes and eyebrows. Our products have won several awards and are laboratory tested. All our products are vegan and cruelty-free.
Every day we strive to improve every aspect of our brand and our customer experience.See more
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