Review Time
I’ve had several successful purchases with Luxury Promise in the past so I’ve always trusted their service.Recently, I encountered a small issue with a ready-to-wear piece from their London branch. I had clearly stated my EU size, and the sales associate confirmed the sweater in size 38, but it arrived as Italian size 38 (EU 34). At first, resolving the situation took some effort, and I was a bit concerned.I’m very happy to say that Luxury Promise handled it wonderfully. The sales associate personally reached out, acknowledged the mistake (which was unintentional), and ensured I was fully reimbursed. Their professionalism and willingness to resolve the issue exceeded my expectations.This experience reassured me that Luxury Promise truly values their customers. Mistakes happen, but how a company responds makes all the difference — and they did so with care and integrity. I’m delighted to close this matter positively and look forward to future purchases with complete confidence.
First, let me say, Luxury Promise is a reputable seller. I purchased an absolutely stunning Loro Piana scarf during a live on Christos’ IG platform on a Saturday morning (2 August). I received the item, unpackaged it and was about to wrap it around my shoulders, when I noticed a few holes and runs, which were not mentioned as callouts when the piece was being shown. Clearly the piece is defective, dry rotted and/or moth eaten. And with the tags attached. I understand pre-owned but there’s an expectation that the seller will disclose callouts so that an informed decision can be made. So disappointed…
In general I have bought some lovely items. Trudi is beyond exceptional, Lema and Sami are great too!However my overall view is clouded due to a Vintage Chanel handbag that I bought from a Japan Live show. I was sold a bag where the strap was restored, where there was no reference to this on the show, which is thoroughly dissapointing. The handle stitching looked poor, making it obvious surely to any internal checks.Customer Service is great, no issues there and I accepted a small partial refund for the bag issue. Subsequently on wearing it once, The strap broke, tearing from the side of the bag, a separate issue to what I initially reported. I have asked for a full refund on both occasions but nothing. We spend a lot of money on Luxury goods, I am so disappointed that I am left with a bag, that I do not 'love' after having to get this repaired and be refunded for the cost of the repair to me is just not good enough. I could have bought a restored bag, a third of the price, from the resale market. So whilst the sellers are great, just be mindful that you are not protected with your items and you can be left with something you're not happy with. Do ask questions before you part with your hard earned cash. You should be able to receive a full refund if the item doesn’t meet the description in my opinion
Received the wrong stones. I ordered cabochon round moonstones and they sent me princess cut. They don’t know the difference they kept saying they sent me the “round moonstone” . Yes they are round but it’s the wrong cut. Never heard from them again. Don’t trust them.
You make your clients feel that they are the only ones. Excellent service, fastest shipping. And what keeps me coming back is that if something doesn’t work you go out of your way to rectify it. A much better experience than the one I had at Hermes in Paris last week.
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