Luxaflex Australia

Disappointing Quality. Duette blinds fitted on every window and door on our home. They are not long out of warranty and have started to fail. The glue on the pleats is failing. We have already spent nearly $1500 on repairs. This is very… Read more

disappointing as they are expensive and promoted as a quality blind with longevity. I can’t believe they are made to last just to the end of the warranty period.

We bought a new house with Duette blinds about 9 years old. In the 2 months since moving in, 4 of these blinds have broken. The cells have come away completely from the headrail, and broken cord mechanisms. I contacted the local dealer who did not help at all as they say there are no parts available for these blinds anywhere. They also told me… Read more

that the previous owners had 6 of the other blinds needing repair in the past 9 years.

For such expensive blinds, you would expect this product to last much longer. I have owned far older and cheaper blinds before, with no problem.

The luxaflex dealer in my local area, Admark window fashions, provided terrible service and poor service at installation and luxaflex are uncontactable. You can not speak with luxaflex and there system just keeps referring you back to your local… Read more

dealer. After 1 year, one blind could no longer be raised, two would not stay up properly in the opened position, and a tab fell off another blind. Appalling considering the cost of the product. Furthermore, the order arrived wrong and was installed such that my living room blinds do not match. Admark window fashions knew about this error, and I was told so did luxaflex, they are only sorting it out for me know 2 1/2 years later.. While Luxaflex offer a 5 year warranty that is only for the blinds so the service call to fix the products under warranty requires the customer to pay. I would never purchase this product again. Further to this, once I wrote my review, and I said I would enter into a mediation, Luxaflex contacted me, I assume hoping to prevent the review from being released. Luxaflex then arranged a suitable agreed upon solution. I have been waiting months for the solution to eventuate and now it has not. I would be very wary about purchasing this product especially as luxaflex does not supply directly to the customer and you must go through a third party. After reaching out to luxaflex again I am still waiting for a response. Luxaflex have displayed no genuine care over product quality or consumer satisfaction.

Just moved into our new home and had some broken clips on blinds . The amazing team sent me some out and problem resolved , old fashioned service and much appreciated, thanks to Kathy in the Qld team

Excellent friendly service overall. Great knowledge and well informed regarding the products. We are really pleased with our new blinds and would highly recommend Luxaflex Show details

I'm extremely happy with the blinds that have been installed in my recently renovated kitchen. The store assistance was exceptionally good. When the representative came out to bring samples and measure up, he very helpful with technical advice as to what would be appropriate, making the experience very easy. The installation also went… Read more

seemlessly - the installer was on time, polite and professional. I've also had numerous compliments from visitors about the blinds I chose and I couldn't be happier.

Just a note for anyone considering putting Luxaflex window coverings in your home for sale purposes. They do not transfer their warranty to new owners. The home we purchased had new (expensive) Luxaflex blinds. The honeycomb cellular blind in our main bedroom has broken twice in less than 2 years. The blind is simply too heavy for the window span and it won't stay up. Now the mechanism has broken.

We bought roller blinds a few years ago from a store SoR in WA. They were not installed correctly and they frayed. Customer service was rude and dismissive. They blamed us for some reason even though they installed them and we never touched them. Recently I mentioned this on a post on Facebook and their rep sent me a PM asking for more… Read more

information to have a look. Then he ignored me. Very terrible customer service and will never buy anything Luxaflex product ever again. Out of curiosity we had a look at some Venetian blinds today and their prices varied between twice as much to 4 times as much to quality Normans Blinds.

Purchased remote roller blinds that have never worked properly. What a waste of money. Now creased and damaged and still not working properly. For the price i could have gone overseas. Show details

Luxaflex polyresin shutters: avoid both product + supplier – Polyresin shutters unreliable and connectors started breaking a year into installation. They replaced a few once, but then it just like planks coming off a failed and sinking vessel. These flimsy connectors kept breaking down. Few years on, the company is refusing to honour their warranty. Pretty much all sun facing connectors broke down, (in… Read more

fact even shady ones) as they are not fit for the harsh Australian environment. After some comical exchange with a rep to try and address my issues, I was forced to lodge a claim with Fair Trading to secure my rights. For the kind of money they charge they should jump on customer issues without much hassle.

Duette cords break – Same issue as many listed here, Duette shades cords brake repeatedly and repair cost is $120 each time, and that’s removing and reinstalling myself/dropping off and picking up from supplier myself. Persevering due to excellent insulation and light blocking in the bedrooms where they are installed. Cannot fault the very friendly customer service from supplier but disappointed with the ongoing maintenance costs associated with the product. Show details

Beware – Luxaflex Duette Blinds are High Price but Low Quality – especially the motors – We bought two motorised Luxaflex Duette blinds for $4686 in March 2018. They were a high price but are low quality. They had a five year warranty. At the beginning of the sixth year, the motors on the blinds stopped working; that is, as soon as the warranty period expired. In fact, we only use the blinds for 5 months of the year, to protect… Read more

some paintings when the sun comes in the windows, between about April and August. The blinds go down once at night and up once in the morning, so the actual use and life of the blinds has been once a day for a total of 25 months – a bit over 2 years.

We consulted an electrician, who advised that the brushes on the motors needed replacing – a basic maintenance job.

We are now informed by our Luxaflex dealer that Luxaflex does not service its blinds after the warranty period expires and does not hold any parts for the blinds we have.

Instead of a minor service job, we have to replace the motors after only a bit more than two years of actual use.

But not only the motors: we have to replace the motors, the headrail of the blinds, the batteries and the remote control; and buy a charger for the new lithium rechargeable batteries – total cost $1440; that is, replace every last thing that was originally purchased except the blinds themselves.

We have to pay for the dealer to make a service call to remove the blinds and for freight to send the whole blind ensemble back to Luxaflex to install all of the new equipment we have to buy at their workshop and then freight the blinds back to our dealer, who will then make another service call and re-install the blinds – all at our expense.

In reality, all that is required is a couple of new motor brushes, which would most efficiently be installed on-site. Most of the expense that Luxaflex is signing us up for in their new sales “opportunity” is totally unnecessary.

Obviously, the motors and their brushes were low quality to start with. The motors have worked for such a brief period that they are not fit for the purpose for which they were sold, which is really a breach of Australian Consumer Law.

Luxaflex appears to be setting out to profit from the low quality of their product, its very short working life and their refusal to service it. They seem to be profiteering, by taking advantage of the low quality of their product and making customers replace much of a blind ensemble, when one minor component could easily be serviced.   Luxaflex is also taking advantage of the fact that we now have the blinds installed in our house, so we are stuck with paying for all of these replacement items, because it would be even more expensive to replace the whole blind system; that does not seem to be very ethical.

What is the alternative? It is so easy – just replace the substandard brushes in the motors – or supply better motors to start with; that would not cost anything like the $1,440 Luxaflex is making us spend now.

With this experience of the Luxaflex product and service, we are very reluctant to buy more low-quality motors from them, much less all of the other stuff they now want to sell us, especially as we now know they do not do basic service of their own product.

Absolutley demoralizing – I had a lady come out to give me a quote , she was unproffessional and quite rude and asked if I realised that they were a high end company. I own a cabin perhaps she thought I was to poor to pay there prices. I would not give them the job regarless of the quote becase of her very rude attitude, it is not ok for her to talk down to people like… Read more

that. I own my own home. I wonder does she ?, after reading some of the reviews it looks like I have dodged a very expensive bullet.

No service or repair available after warranty!!?? – Luxaflex refused to do a service call at my cost on blinds they had installed some years ago, because the blinds were out of warranty. This means that if you get a problem after the warranty expires, the blinds have to go in the garbage. For such expensive blinds and such a well known, longstanding company, this is outrageous. Show details

Warranty Warning – Had the local Luxaflex salesperson out to measure and quote for new Duette blinds in the bedrooms at our recently purchased house. While visiting, she advised that the existing Duette’s in our family room required a service call and they would be covered under warranty as she recognised that the mechanisms are relatively new to the range. The… Read more

existing blinds are all looking a bit wonky and 2/5 won’t close at all, so I had assumed they were older than 5 years. Thankfully the previous owners had left the receipt and warranty details and I was able to confirm the Duette’s are <5 years old but when I called to arrange the warranty service call (as suggested by their salesperson) I was advised that the warranty was void anyway, as it didn’t transfer between home owners. It is ridiculous that the warranty is attached to a purchaser and not their actual product.

I am frustrated and surprised that this is the case for a premium, professionally and permanently installed product, and on this basis we’ll be proceeding with an alternative option for the remaining rooms for half the price.

Update: Luxaflex reached out to me via Product Review’s mediation service before this review was finalised offering to assist further via email, but then ignored further correspondence.

Follow Up Service – Purchased a number of blinds from Luxaflex. Unfortunately they had problems that had to be repaired under warranty. Since the warranty has expired, we have had extreme difficulty getting any response from Luxaflex. I sent a message to my local luxaflex dealer mid Novemeber (Newcastle) asking if they could fix a particular problem we have. I… Read more

followed it up with another message in December. So far no response. Whilst their products are OK, their after sales service is very ordinary. Would not recommend purchasing from Luxaflex at all.

Outstanding energy efficiency – We recently purchased Luxaflex Duette Architella, the honeycomb within a honeycomb range, in both blinds and verticals from Highline Blinds at East Maitland. They were installed in a large kitchen/dining/familyroom setting which has big windows and sliding doors, and from the day of installation the energy efficiency has been remarkable. Our… Read more

living space has been warm and cosy at night with minimal heating required. This range is so compact they can disappear completely during the day. The verticals are perfect for sliding doors and very sturdy. There was a slight manufacturing fault noticed by Highline Blinds when installing the verticals and they were straight on the phone ordering a replacement which arrived within the week. Brilliant service from Highline Blinds and Luxaflex from the first point of contact to the final installation. All staff are friendly, helpful and have gone above and beyond. Don't waste you time shopping anywhere else!

Luxaflex do not honour warranty for blinds in properties that have been sold post installation – The Luxaflex silhouette blinds are still over a year within warranty and a motor has failed in one of the blinds. The motor is not being covered by the 5 year warranty because ownership of the dwelling has been transferred since installation of the blinds. The process of getting a replacement motor has been delegated to a third party organisation… Read more

that has taken 2 months to replace the motor and the third party are still just at the point where the new motor is being ordered.

After requesting that the blind be serviced on March 16, the replacement motor was finally installed on May 16. Apparently the original motor for the blind is no longer produced, despite the blinds still being within their warranty period, so Luxaflex sent out a replacement motor that is a somewhat close substitute. It has a different enough design that the power cable comes through at the front of the blind instead of the rear and interferes with the prevents normal remounting of the blind endcap. I should be able to jerry-rig something that looks OK, but it is frustrating to not be about to source the proper replacements for failed parts just 4 years after original installation.

Overall, would not recommend. Luxaflex demonstrated little interest in supporting their product after the original installation.

Repair costs – We have luxaflex duette top down bottom one cord was broken we had to take it to a dealer for repair who returned it to luxaflex the bill was $665 rather expensive I thought but the blinds are very good until they need a repair. Show details