Review Time
I genuinely wanted to give Luxury Promise another chance, but unfortunately, it’s been one disappointment after another.On 24 April 2025, I purchased a pair of peridots to be set as stud earrings in 18ct yellow gold. I paid for the setting during the live show to help move things along more smoothly. However, I have yet to receive the finished earrings.I initially corresponded with Daria via email, and we agreed on the gold colour and setting. A few weeks later, I followed up during another live show and was advised to email her new assistant, Geraldine. I did so, but unfortunately, it took some time to receive a response. Geraldine later replied, explaining she’d been off sick, and then unexpectedly quoted me £300 for the setting — despite the fact I had already paid £330 during the live show. This information is clearly listed in my order summary, so it was frustrating that it wasn’t checked before contacting me.To make matters worse, it now appears I may have been overcharged, as the jeweller’s setting was only quoted at £300. The result? More confusion and more delays.Overall, the customer service has been extremely disappointing — slow, inconsistent, and careless with the details. I expected better.
I am long term customer of this platform, however the service is becoming low quality while the prices are rising. They cancel orders without a word of an apology, they lost a shipment from Japan and failed to tell me until I contacted them myself (after a month had passed from the time of purchase). Hope from customer services is lovely and quick to reply, but I expect to know when an item that I have paid for has been lost without having to chase it up myself. Overall, I am finding myself searching for alternative platforms to shop.
Luxury Promise is my favorite online shopping store! The quality of there items are impeccable! All of the host are outstanding and friendly. I love, love Sabrina and Samia!! Sabrina is so funny!! Samia is so sweet, helpful and kind. I have purchased from Sabrina and Samia the most. If you want high quality luxury items it gets no better than Luxury Promise!
The team at Luxury Promise is always a pleasure to interact with. They preach transparency around the items they sell, and deliver. The bags I have bought are exactly as described and as pictured on the website or in the live shows. I like that you have the opportunity to request to see certain items during the live shows that may not be in the show's queue. I would and have highly recommended them to others, and would purchase from them again in the future.
I purchased a Birkin bag from them. They promise to give me the box and the raincoat. After paying for a bag, I expected I would collect everything, but once I reached, they gave me excuses that the box was shipped from Japan, and once it's in Dubai, they will call me. I followed up so many times; they just ignored my messages (I texted to 3 Different people) After one month, I decided to follow up again; the lady who sold me the bag finally replied, saying that the box and raincoat were never shipped from Japan, and she would try sending them from London. And of course nothing happened; no one texted me back. I just feel that they are not taking their clients seriously after they take money from them.
I have followed luxury promise for years now and up until about a year ago they were brilliant with communication, In the last year it has significantly become impossible to talk to anyone, when trying to message them on WhatsApp and waiting nearly 72 hour as described for a reply always turns into reality which is not been a active in 3 days, amd don’t answer the phone and then when messaged on instagram to ask to book a appointment, they not only see the message but then ignore you, it’s extremely arrogant and rude and quite frankly disrespectful to paying customers, it’s a shame because they have fabulous stock but impossible to see and get any information about seeing it in person really needs sorting out as it’s becoming worse.
I had been after a gold dore bag for so long and harassing the team about how much I wanted it. Sabrina made my dreams come true and made the bag at a price that worked for me. She gave a great price to a few customers and it is lovely to see the clientele looked after. It came brand new in box, delivery was super fast from Japan. Vivian was fun to deal with, as ever, and is an absolute gem.
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