"Zero communication & unacceptable delays of over 1 week"

My dress worth over £2k hasn’t been shipped yet and it’s been over a week since I placed the order. I emailed them but no response. I would not order from here if you expect reliable service and good communication. Also, use a credit card with a good protection scheme as you can dispute if they fail to ship and ghost you.

Update: dress arrived completely creased. I instantly returned. They received the return over a week ago and didn’t confirm or process any refund. The chasing can begin AGAIN!

"Esperienza positivissima"

In linea di massima la mia esperienza con l sito di Luisa Via Roma è sempre ottima, i prodotti sono una garanzia, L’imballaggio eccezionale, ed anche il processo del reso è semplicissimo!
Lo consiglio a tutti

"I ordered a t’shirt almost 5 days ago…"

I ordered a t’shirt almost 5 days ago and it still saying it’s processing!! I called them and asked when the status of the order is gonna change and got a really rude women on the phone that said: you just have to wait, I can’t do anything for you.
Extremely bad service, I need the t’shirt for an event next week so just cancel my order if it’s not gonna arrive on time!!

"I placed an order on Friday"

I placed an order on Friday, expecting it to be delivered by this Friday. However, my purchase is still processing, and I haven't received any updates about the delay. If I had known that shipping would take this long, I wouldn't have placed the order in the first place. It's very disappointing that Luisaviaroma did not provide any notice about potential delays before completing the payment. They should be more transparent about shipping times to avoid this kind of frustration for customers. Order number is T0011704869

"There is space for improvement "

The offer is more 'selective' than on other sites therefore it's more expensive. During sales period the time to deliver is too much... an order placed more than 7 days ago is still processing!
If you have a voucher from a previous purchase you can't mix it with another one (not even through customer support), or other benefits from the loyalty program.

"Easy, trust worthy "

Always what u see is what u get. 5/5

"I used to order a lot from Luisaviaroma…"

I used to order a lot from Luisaviaroma due to the good selection and fast shipping and return service. Shipping is now getting really long - more then 10 working days and return time response also prolonged to more then 14 days. I still buy a lot there, but service is not getting better

"Ordine effettuato settimana scorsa per…"

Ordine effettuato settimana scorsa per una borsa Gucci, nonostante la spedizione express (viene indicata consegna ad 1-2 giorni) ad oggi il mio ordine è ancora in lavorazione e nessuno risponde dal servizio clienti. Prima ed ultima volta che acquisto qui.

"Più attenzione."

Più attenzione.
Ho ordinato un cappello Jaquemus e delle scarpe della Nike. Il cappello è un po’ sporco ed è arrivato senza alcun tipo di protezione, mentre le scarpe avevano all’interno della scatola la carta dell’adidas. Errori di poco conto ma dal momento in cui stiamo parlando di un sito che rivende marchi di lusso mi aspetto maggiore attenzione. Per il resto nulla da dire, spedizione rapida e articoli conformi alla descrizione.

"JUST RIDICULOUS!"

JUST RIDICULOUS!!

I purchased a pair of shoes on 20th July and I received them on 30th July. since I wasn’t in a hurry I waited and thought it was fine maybe it was a difficult moment for the company ( I was reading other customers' experiences here on Trustpilot at the same time) the shoes unfortunately fitted slightly small so I decided to ship them back and asked for a refund. On 2nd August I shipped them back and they were delivered to LvR on 7th August. Usually, other retailers send an email for confirmation of receiving the return. LVR NEVER BOTHERED TO DO SO NOR DID THE STATUS OF MY RETURN ON MY ACCOUNT CHANGE. I waited patiently !! On Monday 12th August I send them an email. NO RESPONSE YET !! I tried to contact them via phone no one answered!

Keeping the money of people is illegal! You don't have any right to do that.

It was my last time ordering on LVR and since I am a personal stylist at least 10 people won’t buy from them anymore after me.
BTW it’s not my first bad experience with them! my previous experience with LVR wasn’t that great too! first of all, for the extremely rude phone customer service which is not even in Italy so probably they don’t care! Second for the ridiculously expensive shipping costs! So I shop more often from other retailers where the max shipping cost is 10 pounds and after spending a certain amount of money the shipping is free of charge which is not the case with LVR! Such a pity since the Buyers at LVR are doing a great job and I love the selection!

Update : They just sent an email about issuing the refund (14th of August). I understand things can take time but updating the customer about their issue help the customer handle the frustration better and improve their experience.