Nice brands, eventhough they made the loyalty program almost useless..
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Review summary
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What people talk about most
Reviews shaping this summary
I've order two bags on different occasions, one The Row tote and a Valextra bag. Both were delivered amazingly fast and with no duties, saved a few hundred on each purchase. Both of my experiences h... See more
Good prompt service overall. I managed to get a pair of shoes at an amazing price, less than half what they usually cost in the UK, and this model was also very hard to find here so I’m glad I c... See more
Great company, I have been buying from them for more than 5 years and I have always had a great experience, fast and available to meet the client needs. The only thing I would love is to have more dis... See more
Company details
Information provided by various external sources
Launched online in 1999, LuisaViaRoma.com is a 100% privately owned top online luxury fashion destination featuring a curated selection of established designers side by side with the best emerging talents. The website offers a wide selection of clothes, shoes and accessories for men, women and kids from the most prestigious fashion designers such as Balenciaga, Burberry, Gucci, Valentino, Fendi, Saint Laurent, Givenchy, Prada, Bottega Veneta, Loewe, Moncler, Off White, Heron Preston as well as a dedicated section of home, design, and beauty products.
Contact info
3.8
Great
13k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 1 week
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Poor Customer Service From Head of Customer Service
Dear Francesca:
The highly automated and generic 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)
Sent: Friday, January 10, 2025 12:52 AM
Subject: [LUISAVIAROMA] Re: Problem With Order T0012193606 - 14/12/2024
##- Please type your reply above this line -##
Dear Patrick,
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
10 January 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Patrick,
Thank you for contacting us.
We truly regret for your disappointment.
Our customers’ satisfaction and opinion are strongly important to us and we would like to assure you that we work daily to improve our website and offer a positive experience to all our customers.
All our responses are personalized and not automated.
As indicated by e-mail, we have made every effort possible to support you and we have explained the reasons we are unable to fulfill your request. In fact we do not consider the item as defective, we therefore cannot make any price adjustment.
We have offered multiple opportunities to return the items for a full refund if they do not meet your expectations.
If you are not satisfied with your order, we kindly invite you to proceed with the return.
We remain at your disposal should you need other information or assistance.
Best regards,
Customer Service Team
Good boutique
6 January 2025
Unprompted review
Best app for your shopping
4 January 2025
Unprompted review
Very good choice!
21 December 2024
Unprompted review
My first order @ Luisaviaroma.com.
My first order @ Luisaviaroma.com.
I placed my order (T0012224683) on 21. December 2024 and on 30. December it was delivered. It’s pretty fast! Thank you.
Now lets see when I have to return something… The item I got am keeping ;-)
30 December 2024
Unprompted review
Excellent experience
3 December 2024
Unprompted review
I can only recommend this online shop
I can only recommend this online shop - luxury goods, a grest customer service, you can exchange the items without any problems. LVR is my favourite, I shop only here ❤️🫶
27 October 2024
Unprompted review
Shopping on the LuisaViaRoma app is a…
Shopping on the LuisaViaRoma app is a breeze! The user interface is smooth, and checkout is quick and easy. Great selection of luxury items with fast, reliable shipping. Highly recommend for a seamless shopping experience!
25 December 2024
Unprompted review
Efficient Shipping and great customer…
Efficient Shipping and great customer service
16 October 2024
Unprompted review
I’m a regular buyer who made plenty of…
I’m a regular buyer who made plenty of returns and exchanges, never once had an issue. Love their loyalty program as well, the best one out there with the most benefits.
21 December 2024
Unprompted review
Trudon candle with markings in the glass - can not be exchanged
I bought 4 Trudon candles for my kids for Christmas and one had a lot of markings in the glass. I contacted the company to see if I could exchange that one. They insisted I send a bar code - there is a bar code on the box of the candle that I sent a photo of but according to the company not the right one - there is supposed to be another one - that one never came with the 4 candles I bought - therefore they can not do anything - now I have to decide which one of my 4 kids get the defected candle. Will buy my Trudon candles from other place next time.
3 December 2024
Unprompted review
Reply from Luisaviaroma.com
Dear Katarina,
We truly regret for your disappointment.
For us it is extremely important that our customers receive items in perfect condition, and as per our email we have invited you to return the item for a refund, since the item is no longer available.
Kindly note that all the items we ship to our customers have a unique code which is necessary to recognize each item. Therefore, we were just asking you to check the exact code in order to send you the correct return label.
Hope this clarifies, and we remain at your full disposal for any further assistance you may require.
Best regards,
Customer Service Team
The overall experience is very good
The overall experience is very good, returns and exchanges are very convenient, and you can make an appointment online for DHL to pick up the package at your door.
7 November 2024
Unprompted review
Always speedy delivery
Always speedy delivery, best offers and product selections.
16 December 2024
Unprompted review
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