Luisaviaroma.com Reviews 

Luisaviaroma replied to me a month ago about the point theft: 'We are sorry for your dissatisfaction and for the wait. As communicated, once the maintenance procedure is completed, the LVR points will be updated - however, we will be happy to check the exact status of your LVR points and inform you.' I asked to have the stolen points restored since last week, and the response was: nothing.

It has been over a year of requesting my refund and the company keeps on responding, working on it. What a scam!

ABSOLUTELY UNACCEPTABLE.

I RETURNED MY ORDER ON 28 JULY. LUISAVIAROMA RECEIVED IT ON 4 AUGUST AND CONFIRMED IN WRITING ON 24 AUGUST THAT MY REFUND HAD BEEN PROCESSED.

TODAY IS 7 OCTOBER — 64 DAYS AFTER THEY RECEIVED MY RETURN AND 44 DAYS AFTER THEY CONFIRMED THE REFUND.

I STILL HAVE NO MONEY.

FOR WEEKS I HAVE RECEIVED NOTHING BUT GENERIC APOLOGIES, “WE ARE FOLLOWING UP” MESSAGES AND ZERO ACTUAL RESOLUTION. NO REFUND, NO ARN, NO TRANSACTION PROOF.

THEY HAVE BOTH THE RETURNED GOODS AND MY MONEY.

I HAVE NOW REPORTED THE CASE TO MY BANK AND THE RELEVANT CONSUMER AUTHORITIES.

ONE OF THE WORST CUSTOMER SERVICE EXPERIENCES I HAVE EVER HAD. AFTER YOUR REPLAY FROM TODAY WHICH IS 28.10.26 - HOWEVER, AS OF TODAY, I STILL HAVE NOT RECEIVED MY REFUND.

SAYING THAT THE ISSUE HAS BEEN SOLVED IS NOT ACCURATE IN MY CASE, BECAUSE FROM MY SIDE NOTHING HAS BEEN SOLVED — THE MONEY IS STILL MISSING.

SO FAR, I HAVE RECEIVED MANY EMAILS WITH APOLOGIES AND UPDATES, BUT NO REFUND AND NO TRANSACTION PROOF.

PLEASE EITHER RETURN THE FULL AMOUNT IMMEDIATELY OR PROVIDE VERIFIABLE PROOF THAT THE REFUND WAS SENT, INCLUDING THE ARN OR TRANSACTION REFERENCE NUMBER, DATE, AND PAYMENT DESTINATION.

UNTIL I RECEIVE THE FUNDS, THIS MATTER REMAINS UNRESOLVED.

I am completely outraged by the fraudulent practices of LUISAVIAROMA. They have been holding my $6,000 USD hostage for half a year!

On April 13, their customer service actively canceled my 10 store credits to process a refund to my credit card. The very next day, I informed them that the original card was closed and asked to provide new bank details.

Since then, for over 5 months, their accounting department has done absolutely nothing. No refund was issued, and no new bank details were requested. When I chased them again, their customer service (C. and G.) had the audacity to tell me that my store credits "expired and were canceled" and cannot be reactivated! THEY canceled them for a refund they never delivered!

I have given them a final 10-day notice to either wire the money or reissue the store credits, but they are now ignoring my emails completely. This borders on theft. Do not shop here if you ever expect a refund!

I bought a £500 gift card thinking I would be able to use it, the gift card dint work, I contacted customer service on phone and email, they refuse to refund me or allow me use the gift card, the gift card is not expired by the way they are just won’t allow me use it or refund me, I will never trust this company as they are scam .

For several months, my points were partly inaccessible, Lower than the correct balance I had in my account. Even the points I did have couldn’t be used because the Privilège program is suspended. Yesterday, they canceled almost two thousand points. Those points had wrong dates and should never have been canceled. Of course, customer support does nothing.

Worst customer service

Nice brands, eventhough they made the loyalty program almost useless..

I am extremely disappointed with both the product quality and the customer service at Luisaviaroma. I purchased a pair of shoes that developed a severe defect within the 2-year legal guarantee period: the internal structural foam began to crumble into dust, and materials hardened into sharp edges, causing physical injury.

Despite providing clear evidence, their "Quality Control" team dismissed it as "wear and tear." It is absurd to claim that internal material disintegration is normal usage. Furthermore, their customer support is a loop of generic template responses. They repeatedly ignored my technical arguments and even refused to provide a postal address for legal correspondence when requested.

If you expect premium service and respect for EU consumer rights (Directive 2019/771), look elsewhere. I am now forced to escalate this matter to the European Consumer Centre (ECC-Net) and pursue legal action. A luxury price tag should come with professional accountability, not scripted excuses.

Edit:

As you can see from the company's response, Luisaviaroma does not classify the hardening of the material, which prevents the sneakers from being worn, as a defect. The statutory warranty period applicable in the EU has not expired, and sneakers costing over €1,000 are unusable after a year due to the poor quality of the material. At this price, the customer service didn't even ask for the product to be sent to them for inspection, and they respond to every email using the same templates.

I forwarded the case to the European Consumer Ombudsman and a lawyer. I maintain my opinion of the company's incompetence and attempt to avoid legal liability for a product that is unusable despite the applicable warranty stipulated by law.

Update after LVR’s reply.
What a poor excuse… First you write to me explicitly that the tag was tampered with (by your employees!!!) and now you’re trying to whitewash yourself with this pitiful explanation that it doesn’t matter if the tag is present or not??? It’s not even a defect issue anymore, it’s an issue of TOU ripping of the security tag and blaming the customer! What a disgrace of a company…

Just horrible. They obviously reached the bottom level of service compared to any other fashion reseller. Have been a loyal platinum customer for several years, but I’m done with them.

I purchased an expensive bag from them about a year ago. Never used it, it was just sitting in its dustbag with the luisaviaroma’s plastic security tag attached. Took it out recently and noticed that the corners were pilling. Contacted Luisaviaroma. They just asked me for multiple photos of the tag that I provided. They told me to send the bag back which I did immediately. After receiving the bag they emailed me a photo of the broken security tag (with the long plastic wire part ripped out, but the tag itself still fully attached to the handle!) saying that the tag was tampered with and the corners are pilling due to usage. They basically pulled part of the tag out putting the blame on me! I mean I have sent them the photos of the completely undamaged tag right before sending the bag to them!
The most ridiculous is that they sent the bag back to me together with that long plastic wire part of the tag! Do they wanna say I took photos of the undamaged tag, then tore it apart and send it to them???

I can’t believe this is happening and that a once reputable luxury reseller could sink so low.

P.S. I’m not even talking about their weird robotic like rude support, which is most likely ai based.

I ordered a dress US size 6. I have the email confirmation that confirms the size I ordered. I received a US size 2. I have tried to email the company but I am unable to submit the complaint due to an online issue. I tried to phone them but was on hold for 20 minutes. I am very disappointed with the lack of customer service.

Extra stranica

Best app for fashion.

I have been a customer with Luisaviaroma for a long time. I made some purchases in the last year and I recently decided to use my points. To my surprise they said the points expired, I asked that shouldn't they send an email if point was expiring so that could influence my purchase decision if I wanted to buy anything, they said it was within the app. Bear in mind just like anyone else with a bit of financial discipline I tend to delete my app so I don't overspend and only download it again if really feel the need to make a purchase, the customer service have been awful citing its some " company policy". The only reason I use them is because of the point system. Also, the huge portion of the point in question only expired on March 1 according to the app. This is really unfair considering i'm a long time customer. Its ridiculous, I want all my points back!!

Very good I like it

Top, easy to use

I bought a faulty pair of Diemme shoes and I could clearly measure that there was a mistake from the factory on how the laceholders was place.. the product control team said "it seems to not be a manufactoring mistake" and did not approve my refund..

It has been the most unprofessional service ever and i do not understand how you can treat customers like this.. will NEVER buy form them again.