Lusso Stone

Trash product .. Trash service ... [Content Removed]. Keep away.. Worst $20K I have ever spent.

Buyer beware of Lusso Stone in Brisbane – Buyer Beware. It is now September 2025 and I am still fighting with the company for a refund. Whilst their stone slabs are very pretty, I wouldn't deal with them again because of the way I have been treated. I was charged a massive 50% deposit (over $3200) for 2 slabs, in stock as a standard item, during the end of year sale 2023. I purchased under duress to get the good price. This price included labour, site measure, cutting of a delicate product and installation.

For a variety of reasons, including poor health and finances, I was unable to go ahead with the purchase and contacted the company by phone to let them know. The receptionist was very sympathetic and agreed to refund.

At this point, no site measure had been done, the floor stock porcelain slabs had not been cut and there had been no installation costs.

After a few months I realised that they had not yet refunded, so I chased up 2-3 times and she then said that my emails had been referred to her boss.

After more months and emails the Managing Director Derek, also agreed to a full refund in the circumstances. No refunds were forthcoming. I then contacted again recently when he again agreed to refund my money and asked me to remind me on the next Thursday.

When I reminded him on the Thursday, he then told me that he would only refund $500 of my $3200+ deposit.

No other trade has ever asked for 50% up front prior to ordering, measuring and cutting a product for me. The Brisbane office appears to have no reviews although it's foreign counter parts do.

It is now September 2025 and I am still fighting with the company for a refund. Whilst their stone slabs are very pretty, I wouldn't deal with them again because of the way I have been treated.

So:

The slabs were in stock and not specially ordered. No site inspection, measure, cutting, or fabrication work was carried out.

Derek the Brisbane Director verbally and in writing offered, on more than one occasion, to provide a full refund.

I have followed up multiple times since, but the refund has not been processed.

Under the Australian Consumer Law (ACL), businesses must not engage in misleading conduct or impose unfair contract terms.

Requiring a 50% deposit on regular stock, where no services have been performed and the goods remain saleable to other customers, is excessive and amounts to an unfair term.

Further, refusing to honour a promised refund is misleading conduct.

Given that the slabs remain in their possession and can be resold, Lusso Stone has suffered no loss. There is therefore no lawful basis to withhold my funds.