Dear Francesca: The highly automated and generic Zendesk message which did not address my concerns directly is not appreciated. As head of customer service, I really expect more. Imagine if your highly impersonal response was posted online. It would show that LVR does not care about its customers. I won't tell you how to do your job, but permit me to advise you that a real response to my direct concerns is more appropriate than your highly impersonal automated response. Your current response sounds/reads worse than a politician's response to a direct question. Perhaps you should run for political office instead of being Head of Customer Service? Perhaps this is why your team is so poorly trained, their management is not a good role model. Best, Patrick From: Francesca (LUISAVIAROMA) <*******@luisaviaroma.com> Sent: Friday, January 10,2025 12:52 AM To: Subject: [LUISAVIAROMA] Re: Problem With Order T*******606 - 14/12/2024 ##- Please type your reply above this line -## Dear, Thank you for your email. Yes, our office is based in Florence. We regret that you are not satisfied with our service and apologize for any misunderstanding. As mentioned in my previous email, we do not consider the item defective, and therefore, we are unable to offer a price adjustment. In the event that for whatever reason a customer is not satisfied with their order, they may exercise their right to withdrawal and return the item(s) within 28 (twenty-eight) days from the item(s)' delivery date. We remain of course at your disposal in case of any further clarification you may require. Best regards, Francesca - Head of Customer Service LUISAVIAROMA.COM Direct line: +39.055.093.60.54 Service Shipping Returns Date of experience: January 10, 2025They no longer have real customer service representatives; everything is handled by AI, even the email responses. Although different names are used, all replies come from AI. If you want to inquire about product details, there won't be a real person to respond and the information is sure to be incorrect because they won't check the product details. With such poor service, they might as well just shut down. Service Value Shipping Returns Quality Date of experience: November 5, 2024I received used products, it was as if someone had opened them, used them, and without even trying to hide this just chucked them back into the box. There were parts of one earring it that were stuffed in another products' plastic bag. One was completely worn out. And I checked, the box wasn't opened by customs or anything It literally came that way Never again Service Value Shipping Returns Quality Date of experience: July 14, 2024Please don't waste your money, everything's fake there and the customer service is disrespectful and doesn't even answer. The quality of their products is so bad, I'm crying rn because I've spend 160 euros and can't get my money back, I bought a jacket and I can't wear it anymore because the cotton is pulling out of the jacket and it looks so worse. Please don't waste your money there! They are telling me that I did that and it's not their fault, but I never ever even washed this damn jacket! Tip for consumers:They don’t take products back and give your money back, you have to do it within first 10 days plus they try to make up a problem out of nothing (a lie) just not to give your money back and say that it was your fault that your product has a bad quality! Products used:North face jacket Himalayan Service Value Shipping Returns Quality Date of experience: February 24, 2023OMG, stay away from this site. It took me TWO weeks to get a return label from them. They kept saying they emailed it, but they didn't (I did check spam). Until I threatened to not pay my credit card bill, then miraculously the label appeared in my inbox. These Italian cites are something else. You have PLENTY of options. Take your business elsewhere. I will. Service Value Shipping Returns Quality Date of experience: September 14, 2023Company is very hard to work with. They agreed to return the item and sent me instructions to do so and then changed their minds saying it was user fault. I've never had a backpack have both zippers brake within 6 months of receiving item. I have email proof that they knew it broke so quickly. Due to my experience with Luisaviaroma I do not recommend their company or products. Definitely not worth the hassle. Thanks Products used:Kids backpack Date of experience: November 8, 2023The service I encountered was the worst I've ever experienced. The delivery of the goods did not happen as expected, requiring me to personally visit the UPS office. Even there, they confirmed that my parcel was not present. Furthermore, I did not receive a refund for the purchase. The communication with the store's customer service was extremely bad. I have decided to never order from this poorly managed office again, and I strongly advise against anyone else doing so. Service Value Shipping Returns Quality Date of experience: July 11, 2023I ordered a designer shirt meant to be here for my event tomorrow 9/16 i placed the order 9/9 shipping is meant to be within two days. They waited until wednesday to ship my package after i called them tuesday and was told it would be shipped out that day now leaving my shirt to not arrive until after the weekend. This sucks! I will never take their word for shipping again! Tip for consumers:SHIPPING SUCKS !!! Products used:SHIPPING SUCKS!! Service Value Shipping Returns Quality Date of experience: September 15, 2023I'm sorry if you didn't have as great of an experience as I did... I'm in Milwaukee Wisconsin I got my shoes within 3 days. On onenote they didn't send the shoes in the original Box but the shoes came in perfect condition themselves... I'm going to give him 4.9 stars... And I'm definitely coming back for seconds... Date of experience: December 29, 2022This online store is completely disappointing with its scams. I bought a bag and paid for DHL shipping. The items arrived in my country. I paid the customs duty. A message comes that the item request has been returned to the online store. The item goes back to the store. Nobody tells me anything. I didn't give up things. The store is charging me another DHL shipment. Buyer without things, store with things, DHL in profit! What to call it? Products used:Bag women Service Value Shipping Returns Quality Date of experience: January 26, 2024Luisaviaroma is a SCAM company that does not know how to store its goods then blames customers for damages so they can keep the money. They sent me multiple defective items in an order, one Balmain coat that stank like mold, had black marks all over it and tarnished hardware, a pair of boots with scratched soles bent over into a shoe box way to small for them, and a bikini with the printing/decal flaking off. They are trying to blame the scratched soles on the boots on me, which is a LIE! They sent me the boots jammed in a box 2 way to short for the boots, bent over at the top and jammed the soles along the sides of the box, where they have very obviously been rubbing and marking the soles. They have advised they have a "quality control" department that reviews items to make sure they are sent out in perfect condition. If that was the case how did I receive 3 defective items in one order? Tip for consumers:Luisaviaroma's customer service is an absolute disgrace and they do not comply with consumer laws in the countries they are selling in. Products used:None as they were all terrible! Service Value Shipping Returns Quality Date of experience: January 30, 2024I bought twice from there, the last time I had to return it - it was a gift and the person didn't like the model. Everything went well both times. Refund took a bit over a week until I got both the confirmation and the funds in the account. It was pretty quick. I'd order again Date of experience: January 17, 2023First time using Luisaviaroma. Ordered 2 items and both are defective! Ordered the Rosantica Holli black sequined bag with gold handle. The "O" ring that is used to attach the handle to the lid of the bag has detached. The other item is Rosantica Pearl handle Holli bag. The clasp doesn't close properly. I have sent an email to their customer service. Very disappointed especially since on the order form they say their products are quality checked before sending. The broken handle on the sequinned bag is so obvious, I doubt that they are checking. Products used:Bags X 2. Sent email to customer service, waiting for a reply. Service Value Shipping Returns Quality Date of experience: November 25, 2022I can't express my disappointment and anxious on service level offered by LVR. Faulty product was sent back to LVR and my claim was accepted. However I can't get refund almost 30 days. People working at customer service can't serve the customers properly either via email nor by phone. I strongly disrecommend this merchant! Date of experience: December 13, 2022I ordered tabi sneakers with tabi socks included. I received my order and there were not socks. So I can't try my sneakers! Product service approved that socks are included. I already written 5 e-mails to customer service but still no response. I never recommend this Products used:Shoes Service Value Shipping Quality Date of experience: November 25, 2022Hello, For context I wanted to potentially change a shoe as it was half size and jot perfect for my foot size but not sure if the full size below (44 instead of 44.5) would be better. However, I noticed that there was a lower pricing on that shoe due to Black Friday. I have the shoe sealed and bought less than a week ago. According to the European directive 2011/83, I am allowed to send back the shoe and get a refund. I will do this and buy it for cheaper. I care about the environment and I offered the customer support employee to provide me with a reduction card to avoid my whole machinery to get the shoe cheaper. I made it clear that I am legally allowed to do so but I am offering them a easier way to process, avoid additional work and most importantly dispatch useless parcels. Indeed me returning the product and then ordering a new one would involve to make Luisaviaroma and the dispatcher work and send back and forth 2 parcels. Crediting my account involves no physical movement of products. The employee just sent me a link top their "sustainable" page which is full of some useless texts, no ecologically friendly actions mentioned. This decision from them shows its all words and no actions as they rather me sending them back the product for refund, then ordering a new one for cheaper and polluting for no reason. To conclude, if you care about a company respectful of the environment and a customer service that listens, dont go to Luisaviaroma. Cheers Tip for consumers:not a 2023 responsible company, avoid there is great competitors Products used:shoes Service Value Shipping Returns Quality Date of experience: November 18, 2023Appalling Service! Never trust this company! I placed an order (T*******) on 08 August 2022 expecting it to arrive within 1-2 business days as stated on their website. On 11 August (4 days later) there was still no progress. On top of that, I when I tried to cancel my order because I am leaving for another country in 2 days, I could not do that! When I called their "customer service" the only thing they could say "sorry, but we cannot do anything". I've never had that issue with any other similar company (net-a-porter, mytheresa etc). Their service has always been very helpful in different situations. I wish I had read the reviews beforehand. Now I will need to file a complaint and debate a transaction with my bank. That's definitely not what you expect from a company selling luxury goods. Avoid at all costs if you don't want to end up waiting for your order for very long periods (despite paying 16 pounds) for express delivery and getting the worst customer service. Service Value Shipping Returns Date of experience: August 11, 2022Luisaviaroma did not accept my return because the tags were disconnected (but returned with the unworn item). This has never been an issue with any other store I ordered from. It is against EU consumer law but they don't care. Will never order again and consider legal steps. Date of experience: June 26, 2020Company of frauds and liars!I'm leaving one star only because there is no option to rate them on less than this! I've ordered a pair of shoes,while I was in holiday (travelling for 2months in different countries) as I needed them for an event! On the web site express delivery was 1-3 working days -they arrived after one week just 2 hours before I was checking out and flying in a different country. The day after I tried my shoes when I've noticed one shoe size 37 and the other one size 38! Called customer service and I've been told to send an e mail which I did sent,but not one as had no answer for a week! After a week they are saying that they are sorry but can't accept returns from a different country so I should keep my shoes one 37&one 38! First of all I wanted the exchange and not the return and they have treated me like it was my fault that they have sent two different sizes. Of course it was my fault! I've changed country! LUISAVIAROMA is a fraud and a company of liars don't buy from them! Tip for consumers:Don’t buy from LUISAVIAROMA Products used:Shoes Date of experience: August 28, 2023Requested size UK 10 shoes. Sent me size 9. Told me they sent correct size even though it clearly states size 10 uk on my order. They are prepared to take the return but will not refund postage. Contacting customer service is robotic. If you want a hassle free service. Do not buy anything from these cowboys. Worst online experience ever Products used:None Date of experience: August 3, 2021Good morning, after a week and a half chasing my parcel I give up. I bought a dress for a graduation ceremony and paid 15 euros for shipping because I live in France. Initially there was a problem in the communication of my address by you to the courier, after two attempts the shipment was refused and after spending hours on the phone with DHL and associated customer service agents (spending more than 35 euros in calls) I am told the only way to receive the package is if I was at home to sign for the pickup (besides even when I was at home during the pickup time I never received a call) So how does a person who works all day and lives alone? I asked you to unlock the possibility of picking up the parcel at a collection point, you said yes but nothing has changed. I called you 7 times and each time you opened a file for me urgently, it's a pity that nothing has been resolved and the response time to emails is eternal. What's more, every time you reply you invent a different problem which does not correspond to the courier. Now the status of the shipment can no longer be verified and at this point I think my parcel is missing. I no longer have the time, patience and energy to keep up with this order. Take my dress back and give me a refund for the shipping, customer service calls and compensation for not having the dress for the ceremony. I am deeply disappointed and do not recommend anyone to buy from the site especially in case of international shipping. Service Shipping Date of experience: December 5, 2023I wish I could give it 0 stars. We bought a backpack for my son on December 18,2019 and it still hasn't arrived. We have complained several times and they give the same automated response. It doesn't even seem like they are reading what we send them. We asked for our money back and surprise, surprise, they won't give it to us. They also don't give us any estimate of when they will deliver it. This place is a complete scam, this is the first and definitely the last time I buy anything from them. Date of experience: February 1, 2020I have only used this site for their baby fashion products and they are all reasonably priced (as reasonable as a $150 fendi baby bottle can be!) but I love the entire baby site. It is near impossible to find designer baby clothing and this site has an amazing collection. They have the cutest Moschino and Armani outfits. Date of experience: January 30, 2014I've been trying to use my points for over a year now and every time I put in the points that I earned they say sorry it's not valid for this purchase and my purchases like $4000, just save your money for SSENSE and the companies that actusly give your discounts and the points u earned pretty much an overpriced scam and I bought a lot of stuff with them! No more order from me! They don't even help u to use your points because it's a scam I tried using them over and over again never worked not even on 4000$ orders and bang expired, no help nothing! Save your money they don't honour their rewards at all. So I've been shopping on Farfetch SSENSE and CETTIRE and everything is simple AND THE TRUTH! Tip for consumers:Horrible customer service and horrible marketing to scam ppl! If u want to keep your clients honour your offers Products used:Had to have white tag but even that’s hard with them , honnestly just not a good experience over all and I know how much ppl put their hearts into getting their points and this company does not honour that Service Value Shipping Returns Quality Date of experience: September 10, 2023I received a purse for 380.00 on april 4 from this company the purse/belt bag has fallen apart the belt bag straps and the code clinches for me to wear across me. This company is staying wear and tare how when i had for 3 days. I don't care if i wore for 3 days straight it should not be falling apart Never again Tip for consumers:I would not order from here the deals seems good but the quality of the products are good .. i should never had something fall apart in 3 days for 380 bucks just crazy Products used:Belt bag orange MM6 Service Value Shipping Returns