Reply from Luisaviaroma.com
[REPLY]
- Reviews (24)
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- Claudio Yannik
- Köln, DE
- 10 Reviews
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- Christoffer Rohr
- Frederiksberg/København, DK
- 6 Reviews
ten orders
Have made about ten plus, orders from this site, and I have always been happy, and have had only good experriences with customerservice when needed.
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- Marit Strøm Mortensen
- Struer Municipality, DK
- 6 Reviews
FANTASTIC!
Did order sunday evening an the goods was here already two days after!!! That was fast delivery! very very nice present in a beautiful box and paper... super, thank u. What a nice birthday present :)
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- Khazilla Dato
- 3 Reviews
Great and too fashion!
Great comapny and too fashion things to select! Only never a coupon or a discount!!! Well may be they will do it.
- Michael
- 5 Reviews
Sehr guter Shop!
Ich habe bei luisaviaroma.com ein Paar D&G Schuhe bestellt. Im Sale ging das preislich sogar. Der Versand nach Deutschland ging schnell und die gesamte Abwicklung mit Bezahlung und Versand war sehr unkompliziert! Ich hatte vorher noch eine frage zu den Schuhen und das wurde ebenfalls umgehend per E-mail beantwortet. Super:-)
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- Chloe Gonon
- Florence, US
- 1 Review
Trouble free online shopping
As an experienced online shopper i would recommend this shop to anyone interested in buying the best selection of brands such as Balmain, John Galliano, Marc Jacobs, Christian Louboutin, Chloe, Lanvin, Vivienne Westwood, and so many others. The variety and selection of items and brands provided make it easy to find something that could interest you. The site is also easy to navigate through and easy to use. All in all, its a great experience!
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- Angela Buongiorno
- 1 Review
Give Yourself a Gift!
I love the online store! I have bought several things from there! I know it is perceived as overly expensive, and yes some items are, but if you wait till the sales hit there are a lot of cool things under 100 €!!! I just bought these really cute ballerinas from Michael kors for like 95!! Its definitely worth it if you are looking for a special item for a wedding, graduation, b day etc... Also they have a lot of unique stuff you wouldn't find elsewhere! I have personally never had any troubles with the shipment (fast and efficient) and completely free! Highly recommend :)
- LA
- Munich, DE
- 1 Review
GREAT STORE!!!!
As I am really interested in high fashion, I am still overwhelmed by the choice they offer....
As a lot of other online stores offer a very basic (and boring) selection of brands like Lanvin, Balmain, Rick Owens, Dior, just to name a few, LVR really chooses the items who rock the season!
Orders and resends are always quick and easy!
For me, its THE NO 1 web Adress if we talk about High Fashion....
- berni
- 12 Reviews
Bon site
Extreme grand choix sur Luisaviaroma.com
Bons moyens de payement, livraison Ok, parfois un inconvénihant, les tailles qui ne sont pas toutes disponible. Mais autrement vraiment un beau et grand choix de marques de luxe.
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- Bo Yana
- 2 Reviews
The best online shop forever!
I have experience with online shopping and I'm most satisfied from luisaviaroma.com. the last 3 years I ordered many times from them, always they send my purchase the next day and arrive for 2 days! Sometimes happened to change the item when I mistake with the size-always free returns and 1 time I prefered store credit, always they are kind and respond fast. They have a great service and always give to the regular customers promotional code, near 1 month before seasonal sales. Thank you, luisaviaroma!
- koh, singapore
- Singapore, SG
- 1 Review
Amazing service!
I received my item 3 days after I ordered it. Came in nice packaging n this is my first purchase of a designer bag from website outside Singapore.
- mindy firman
- 1 Review
this is a total scam!!!!
they didn't accept my return package!!!! they basically stole $400 from me!!! never order anything from this company!!!!.. they are terrible to deal with and complete assholes!!!!!!!!
Reply from Luisa Via Roma s.p.a.
of course we do accept returns, as far as they are sent us back according to our policy.
We suggest to use our courier in order to ensure a quick and safe shipment, and to be sure we can provide assistance in case of any need. This way the service fees will be debited directly on our account.
You can anyway send the return back by choosing your own courier, but in this case the return will need to be fully prepaid, since we can't handle cash payments upon the delivery of the returned parcel.
Please resend the return back following our instructions and we will be happy to accept it back.
Customer Service
Luisaviaroma.com
- Tony
- Miami, US
- 1 Review
IT is just Great!!!
It is the first time I order from Luisaviaroma,a jeans. And actually everything was great, it only took DHL 4 days to ship my order from Italy to Miami. Nice package box and great jeans. I used paypal to pay so I guess that is the reason why it is so quick. Anyway, I will order sth again,great online store!
- EdmundAlvey
- New York, US
- 1 Review
LUISAVIAROMA This is a SCAM Reported to AMEX and Interpol
I lost over $100 of $500 in simply returning the item to LUISAVIAROMA
NO Return labels, address, import forms were provided
I only received 70% of monies when returning an item and had to go through a convoluted process involving contacting DHL,(Don's use FEDEX or UPS) reboxing the item, filling in detailed EXPORT forms and then was told that I had to pay for shipping the item back to Italy AT MY... OWN EXPENSE and meet all Import/Export fees
It took a week to CONFIRM my purchase, another to confirm delivery, NO tracking number was provided
Furthermore, when I asked why they had taken $100 from me for a $500 purchase, they responded that there was a $30 shipping fee for returns plus $70 in "Import levies and taxes"
I have had NO such issues with other European sites such as Stylebop from Germany, Matches and Mr. Porter from the UK
This is a SCAM Reported to AMEX and Interpol
- james
- Chicago, US
- 1 Review
Always use PayPal
I've always had good experiences with Luisa Via Roma. Its a good site to buy runway items that otherwise would not be available in the USA.
But just one recommendation that you use PayPal only when purchasing from this site from the USA. They an ship immediately if you use PayPal, otherwise it takes them a long time to verify your credit card info. Just use PayPal buyers credit if you need to charge a purchase.
I've never had to return anything so I can't comment on that. But this is an Italian eCommerce site so it seems unreasonable to expect super quick customer service from a site in Italy when you're purchasing in the USA.
- Meena
- Toronto, CA
- 1 Review
I am in LOVE!
I ordered a pair of shoes for my husband on a friday night and i received them within a week. I had seen the store when i had been visiting so i was aware of the authenticity hence never searced up the internet for reviews. Only afterr placing the order did i go online to find so many negative reviews. I suddenly started worrying I emailed luisaviaroma each day after that. On the morning of tuesday i received the tracking number and friday i got my order delivered. I got prompt service, immediate responses, and amazing shoes packaged perfectlyin time for my husband's birthday! For those of you curious, this was my first time purchase that required bank verification, and i am from canada. I am just so glad i didnt read the reviews before or i would have never made my purchaseand would have truly missed out.
- Desiree
- cph, DK
- 2 Reviews
Perfect, Perfect
Ordered 2 pair of shoes monday evening/night and arrived the day after. That is express! The package was also very nice a little extra. This site is wonderful and will recomend to everyone.
- Sverige8712
- Kristianstad, SE
- 1 Review
DON'T ORDER FROM
I placed an order for some Louboutin pumps. I wanted them for an occasion three weeks from the order date. I placed the with a credit card, I received an email right away that said if I use Paypal instead my order would ship out immediately, if I decide to pay with my credit card, I would have to wait for them to send a request to my credit card company. Well, two weeks went by and I emailed them. They said my credit card was fine and approved and that I would be receiving a tracking number when it shipped. A month goes by so I call and they said the order was never sent because my billing and shipping addresses were different. No email explanation was ever sent. I canceled the order...
- kevin
- london, GB
- 1 Review
returns@luisaviaroma is slow and bad attitude
I bought a pair of trousers, as the size is too big so I requested for a refund, they sent me the return instruction and compensation option, so I reply them I want it return for store credit. After almost 2 weeks I sent them another e-mail asking for the returning process, as nothing responded from them, then all the sudden they sent me back an email with capital letters saying I was requesting for refund, and I need to proceed in this way. So I sent them another e-mail with a copy of what I sent them, but they totally ignored me. And just replied the refund was already processed, they won't be able to change anything. And now its been almost a month, and I still haven't got my money back.
- Rena de Beer
- Baden-Baden, DE
- 1 Review
once and never again
Very bad, canceled the order, because they were not able to send it
but had to go to paypal Kaeuferprotection to get the money back
- Petrina
- 1 Review
Prompt delivery as promised
I bought a pair of Roget Vivier flats on a Friday evening via their website. It was shipped out on Monday Italy time (I live in Singapore), as per their shipping conditions on the website. The package was delivered to me on Weds by DHL. Very prompt delivery. I will certainly order from this website again.
- ak
- newyork, US
- 1 Review
bad bad bad
receive my product after 8 days (5 days for first time customer check and 3 days to delivery) I wasnt happy with the product so i simply asked them for an exchange which they then told me they cannot do it at the time, so then i asked for the refund to my credit card and i will loose the shipping and duty tax charge, my order was almost $1500, then they told me they can give me the refund with their store credits. Nothing like waht the return policies they put on their site. They dont really bother to reply email although there is a time line for the return item. Very bad customer service and you can even talk to anyone when calling. STAY AWAY FROM wasting your money on LUISA VIA ROMA...YOU WONT BE HAPPY
- Anne
- KBH, DK
- 1 Review
forkert vare på hjemmesiden
Bestilte et par støvler hos luisaviaroma. Da støvlerne ankom (alt var til tiden og med Fedex) viste det sig at det ikke er præcis de støvler der var vist på billedet. Da jeg kontaktede luisaviaroma svarede de hurtigt, og tilbød at jeg kunne returnere uden omkostninger. Støvlen, som de desværre slet ikke har, er endnu ikke fjernet fra siden her tre dage senere.
- Marni
- 1 Review
WORST CUSTOMER SERVICE EVER!!!NEVER AGAIN
Honestly one of the worst sites I have used online. I placed an order for an item thats worth over £2000. Now generally you expect a level of service from a website that claims to be a luxury site. However, card was debited , after five business days that the site takes to verify it first time clients, I had not had any updates and item had still not been shipped.
I contacted them letting them know I needed the item by a certain date , yet no one was even remotely interested in helping. I contacted them again and again , after several emails , I got a some what "bored and I can't be bothered to reply , but I have to reply so I will ". It takes them ages to reply to any inquiries and still they are not helpful.
The payment was cleared by my bank and I provided them with authorization but they still did not send the item. In the end I cancelled the item but had to wait a while to get my funds back , as they could not be bothered informing the bank they had cancelled the transaction even though I wrote several emails asking them to contact my bank.
Its a legitimate site, however, word to the wise , if your buying for an occasion and its your first order from the site, either order months in advance or buy something somewhere else. No customer service, not helpful, very slow, slightly rude in their replies and definitely not a service I will be using any time soon.
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