livelusso.com Avis 

Réponse de livelusso.com

Actualisé le 9 août 2024

Dear Chloe,

Thank you for leaving us a review. We appreciate both positive and negative feedback, as it helps us improve. Our responses to negative reviews also give readers insight into how we address and resolve any issues that arise.

We wanted to address your concerns raised.

For a short period of time, we were faced with delays due to the blockade in the Suez Canal. We communicated the delay to customers and explained this was beyond our control; however, we worked swiftly to deliver your sofa to you as soon as it arrived in our warehouse in the UK.

The complimentary ottoman we offered as a goodwill gesture was ordered on 15th May, and it’s still within the 8-12 week delivery window we communicated, so your statement about this being late is simply not true. We understand that delays can be frustrating, but it's important to note that we’ve been transparent about the timeline, and our very last update sent last week informed you that we would reach out once the ottoman passed quality checks. You emailed us every few days asking about the whereabouts of your complimentary ottoman and each reply we sent was informing you that your item is on its way to us and will be delivered within 8-12 weeks time frame. So contrary to your claims, you have been provided updates.

We pride ourselves on delivering high-quality products, and that requires thorough processes. The delay was beyond our control, but we’ve gone above and beyond by offering a £600 ottoman at no cost to you..... Not so bad for a 'terrible company', some would say.

We ask for your patience as we fulfill our promise. We value our customers and are committed to making things right, but we also appreciate understanding and respect in return.

Thank you for your patience,

Emma
Live Lusso

Réponse de livelusso.com

31 juil. 2024

Dear Sabina,

We would like to address the points raised in your review:

1. **Split Delivery:** As per our policy, large orders such as yours may be split into multiple deliveries to ensure safe handling and transport. We communicated this and provided evidence that all items were checked into Panther for delivery.

2. **Damaged Sofa Leg:** We sincerely apologize for the damaged leg on one of the sofas. Our policy states that any damaged parts will be replaced as a priority. Unfortunately, you chose to return all three sofas and cancel your entire order rather than allowing us to resolve this issue.

3. **Cancellation Policy:** Our items are made to order, and cancelling at such a late stage incurs a 25% fee to cover production, shipping, and delivery costs. Despite this, we only charged you a restocking fee, which is significantly lower than the cancellation fee. Additionally, we offered alternatives where you could avoid the restocking fee if you accepted the remainder of your order.

4. **Delivery Delays:** We communicated delivery delays throughout the process. As stated on our website, delivery dates are guidance only due to the nature of manufacturing and shipping abroad. This model allows us to keep prices low and offer free delivery and assembly, which is a great value to our customers.

5. **Resolution Efforts:** A member of our management team reached out to offer solutions, but these were not accepted. Despite the situation, we refrained from charging the full cancellation fee, which we could have done.

6. **Complimentary Item:** To make up for the delay and inconvenience, we offered you a complimentary item valued at £550, which you accepted. Despite this, you still chose to cancel your order. We feel this is unfair as we went above and beyond to resolve the situation and demonstrate our commitment to customer satisfaction.

We understand your frustration and apologize for the stress this has caused. We have been transparent in our communications and tried to offer fair resolutions. We hope to resolve this amicably and avoid further disputes.

If you wish to discuss this matter further or explore other resolution options, please feel free to contact our customer service team. We are here to help.

Best regards,

Emma
Live Lusso Customer Service Team

Réponse de livelusso.com

31 juil. 2024

Dear Dominic,

Thank you for leaving us a review. We feel some information has not been mentioned in your review, so we would like to address your concerns.

Here are the facts regarding your order:

1. **Original Order Lost by Panther:** Unfortunately, your original order was lost by our delivery partners, Panther. We promptly refunded you for this inconvenience.

2. **Alternative Sofa Offered:** We informed you that we had a sofa matching your specifications, originally produced for our showrooms. Due to a delay in the showroom opening, we offered this sofa to you. You chose to return and purchase this sofa.

3. **Split Delivery:** Panther delivered one out of three parts of the sofa to you. Our policy states that split deliveries can sometimes occur. The remaining parts were scheduled for delivery.

4. **Color Discrepancy:** You refused the delivery, stating that the wrong color was sent. You used current website images to compare to your order. We explained and provided evidence of a switch in fabric suppliers since you placed your order. Your order was made with the previous version of the fabric, and swatches were sent to you as evidence. This information is also provided on our product page to avoid confusion. We can confirm that the color you ordered was sent, not a different color.

5. **Prompt Refund:** Despite the situation, we issued a refund promptly without any cancellation or restocking charges, which we could have applied.

6. **Customer Behavior:** It is important to note that you threatened to create multiple fake profiles and harassed and intimidated our staff. This behavior is unacceptable, and you were warned that repeated offenses would result in banning, as we do not tolerate abuse.

7. **Communication and Resolutions:** If no communication ever took place, how did we offer two refunds and arrange for the second sofa to be delivered? We tried to ensure you were not left without a sofa by offering an alternative, which you chose to purchase again from us. This indicates confidence in our company.

We appreciate feedback from our customers as it helps us improve. However, we cannot accept lies and misinformation intended to tarnish our reputation.

If you have further concerns or wish to discuss this matter, please contact our customer service team. We are here to help and resolve any issues amicably.

Best regards,

Emma
Live Lusso Customer Service Team