Lux Eyewear Avis 22

The below reviews are miss leading. When I did not get a confirmation email after making payment, I did wondering why. When I saw the reviews I got very worried but I was contacted by a meme her of the team on 25/03 confirming I would receive my prescription glass by Thursday, which they did and I am a happy!

I ordered and did not have any communication over a number of days. I left phone messages and emails. It was only when I started asking for a response on social media that I got response. They said they were having problems with email integration. On social media they told customers they were having website problems in June 2023 and November 2023. I have now been told the frame was out of stock and a refund would be provided today. Orders and money should not be taken if the item is not in stock.Other online shopping sites have this as standard. In response they cited Brexit and delays with stock! That and email problem's and also not able to answer phone messages!. I am not impressed. I am certainly not ordering from this business again. I hope this review helps others.

UPDATE: Regarding response from Lux below this is simply not true!
I ordered the glasses, did not even receive a confirmatory email direct from them. Only a PayPal confirmation that payment was taken. Luxe did not respond to numerous phone calls nor emails.
Lux ONLY responded when I asked directly on their facebook page. Only then I was responded to and said my item was not in stock. They would still have my money had I not ramped up attempts to communicate and share this with others! Lux take customers money without knowing if items ordered are in stock. This is disgusting. They blamed Brexit but with lack of communication and business practices I see this as possible a scam! I bet they hoped I would not update this review!
Thanks Trust Pilot for allowing customers to share experiences and call businesses like this to account.

I purchased from this company earlier this year and found the experience very good. However, I have been trying to contact someone from Lux to discuss a specific pair of Tom Ford glasses for the last 2 weeks. As with the previous reviewer, you call the number on webpage and always get an answer phone - several messages have not been returned - tried emailing - email gets bounced back as address 'not known' Lux have said they are 'transferring' their email and telephone details. This comment was on the 11th November but STILL unable to get hold of anyone. How do run a business in this day and age with no contact details so customers can actually speak with you and deal with issues/product questions?? How do I arrange to speak with someone at your company or should I just buy from someone else....?

I placed an order through the site on the 3rd Oct 2023. Once the payment was processed i got a paypal receipt using apple pay that the payment was successful. However i never received a confirmation email from the site that the order has been confirmed. (checked junk mail etc). I emailed Lux eyewear on the 6th Nov 2023 to enquire on my order at the email supplied on the website. The email bounced and never got delivered. I made several attempts and tried calling on 0141 286 4904 (phone number supplied on website). It goes straight to voicemail. I also left a voicemail but no reply there either. I want a full refund as this site cannot be trusted and it looks like a scam.

People was very friendly in all the contacts i had per emails.
First after my purchase i have been contacted cause the item was not available and they had to order in the producer what would take time (more than a month). They offered me a reimbursement or wait for the order. I went for the second one!
In the end the estimated date was not enough and this waiting time had to be prolongate. They again offered me the reimbursement.
I confess at this time i was in doubt if i would really receive that.
After 2 months more or less i was informed that they have received the item and they would send me that. Again they offer me the possibility to cancel still my purchase.
After they sent it was quick! It was through normal post UK and the same in CH.
In the end i was charged in CH in around 80€ for import tax.

Always great communication! The glasses I picked (absolutely gorgeous) were in Italy and they let me know it would take a bit longer. They kept me updated, but if I needed an update they would immediately reply and update me. Absolutely recommend!!

Lovely designer frames.
Perfectly packaged.
Delivery was slow but if you can wait a few weeks you will not be disappointed.

Thanks for the supportive response when i decided to change the colour after placing order, the frame found to be Original frame, packed in a excellent packages. Keep up the good work👍

No issues with my order or delivery - delivery took around 2+ weeks, I just trusted the process, I didnt chase or email - they just arrived - I saved almost £180 on my frames with my prescription - luckily I didn't read the bad reviews prior to my purchase or this may have put me off,
but I am happy and would recommend Lux Eyewear - this is a genuine review

Placed order on 18/04/2023.
Notified on 27/04/2023 that Lux unable to fulfil order.
Order cancellation and refund confirmation given 28/04/2023.
Today 11/05/2023 cancellation and refund still outstanding.

Lux do not answer there phone, ever, nor does there sister company Murray Opticians, both owned by H A Optical Ltd, who is owned by Sohaib Shafiq.

Last contact was on 03/05/2023 with Jana, claiming it had been processed and was delayed due to bank holiday. Despite the internet not taking bank holidays, it is now a further 8 days later and nothing.

Raised a Paypal case, and so far no response from HA Optical Ltd on the case.

IF YOU PLACE AN ORDER WITH THIS COMPANY BE AWARE OF THER SERVICE BEFORE YOU MAKE YOUR DECISION. MY RECOMMENDATION WOULD BE TO FIND AN ALTERNATIVE SUPPLIER.

UPDATE:

11/05/2023 Order was eventually cancelled and the Paypal refund initiated.

I also received an email from Sohaib Shafiq claiming, that due to there inaction, my escalation to Paypal's resolution service meant they could not process the refund as it put the original payment to pending. I have no idea why they couldn't click on the "Issue Full Refund" button at the bottom of the resolution case, that exists on all resolution cases, but it has to be noted that they did not bother to reply to or action the Paypal resolution case itself at all and the thing that seems to have triggered the completion of this cancellation and refund is leaving this review and calling there sister companies. Mr Shafiq did ask me to remove this review, now the refund is resolved, but this is an experience other potential customers should be aware of prior to making a purchase decision.

Not a good experience at all. Communication was slow despite lots of emails. Was told to wait a certain amount of time which came and went, had to chase for information rather then then inform me, only to then be told my glasses weren’t even in the Country yet.

Avoid.

Initial communication good. Was told 10-14 days for processing. No glasses and no response to email requesting update sent 21/4/23.

Update:- have been contacted and glasses are arriving tomorrow.

They had the specific glasses I have been searching for, good range. Purchase process was straight forward, and delivery was on time and signed. Will be buying again from them.

Despite a long delay in receiving my order and initial lack of communication, the team more than stepped up upon hearing my concerns and were extremely helpful in the rest of my experience with them. The glasses are of great quality & arrived securely packed & in great condition.

I had to wait some time for my Tom Ford sunglasses to become available but there was great communication from start to finish. Great product and very good price, would definitely recommend.

Arrived on time. We’ll packaged and just as promised.

Very good service and delivery
Quick communication and service - well recommended 👍👍

Excellent service and contact regarding the order from Glenn

Beautifully made fashion glasses, delivery was fast, well packaged and protected. My son loves them and quite frankly looks amazing in them. Will not hesitate to use this company again.

Genuine designer frames and perfect prescription- £300 cheaper than the opticians and had my glasses beautifully packaged in a few days. Highly recommend!!