Reviewer Photos & Videos
They should not be trading, DO NOT BUY
I ordered EYELASH LIFT KIT at the end of September then I emailed a few times to refund because I had been waiting for over a month and a half. I reported to ACCC then finally received the stuff in early December.
Even worse, I couldn't find a Cosmetic bag that was supposed to contain. I emailed them but never reply again. This company is a scam.
DO NOT BUY
They dont reply to emails, no tracking and there is not express shipping.(update, my order has been updating with a tracking number but it is a fake number and hasn’t changed status for over three weeks).
DO NOT BUY. Worst customer service. Shut this website down.
Also noticed they have disabled comments on instagram. (Update their Instagram has now been taken down).
I also messaged [Name Removed] personal account on Instagram to which I never got a reply. Her account was public over the holidays and she had been updating her account over this time. I commented on her post asking her to reply to me regarding Luxe Lashes and was blocked!
I have reported this to ACCC
Here are the details on the website owner, REPORT THEM. ...WHOIS search results Domain Name: LUXELASHESAUSTRALIA.COM.AU Registry Domain ID: D407400000000443117-AU Registrar WHOIS Server: whois.auda.org.au Registrar URL: Last Modified: 2021-11-10T06:51:50Z Registrar Name: Web Address Registration Pty Ltd Registrar Abuse Contact Email: Registrar Abuse Contact Phone: Reseller Name: Status: serverRenewProhibited https://afilias.com.au/get-au/whois-status-codes#serverRenewProhibited Status Reason: Not Currently Eligible For Renewal Registrant Contact ID: R-021387717-SN Registrant Contact Name: [Name Removed] Tech Contact ID: C-000891683-SN Tech Contact Name: Private Tech Name Server: NS2.CRAZYDOMAINS.COM Name Server: NS1.CRAZYDOMAINS.COM DNSSEC: unsigned Registrant: [Name Removed] Registrant ID: ABN 23608567794 Eligibility Type: Sole Trader
hit me up! Zero Stars!
Placed my order on Tuesday 23rd of November at 10:24am, AEST super excited to try this product as I had seen them on Instagram! Selected express shipping so me and my little sister could try this out before her year 10 formal.
Waited a few days, didn’t get any updates on my express shipping which on the website states 1-3 business days, so I send an email on the 30th of November at 6:59pm AEST asking for an update.
The next day on the 1st of December at 2:55pm AEST I finally received my tracking number telling me the order is on its way and now...
This business should be shut down
Absolutely pathetic customer service. Contacted them five times over email and social media about my order, didn't receive a single reply. If you are going to run a business that takes money from people, it's a reasonable expectation that you provide a basic level of customer service. EDIT: just found a Daily Mail article promoting the worst small business in Australia:
DO NOT UNDER ANY CIRCUMSTANCE BUY FROM THIS WEBSITE
Beware. They do not send the items, do not reply to your emails, and charge incorrectly.
Wish I had seen all these review before i purchased. website looks so legitimate but dont be fooled. reported to ACCC.
The reviews on their site are fake since they need to be reviewed before published
Crap product. Missing half the items. Emailed customer service 4 times, never received a response. Such a shame as they look legit. Buyer beware.
Another dissatisfied customer
My experience of this company, as for many others, was completely underwhelming.
No shipping notification after two weeks, no response to emails, (It took a complaint to shopify to have it posted.) Not recieved by Australia Post until a further week later.
The packaging was damaged and the contents of one vital ingredient had leaked out completely.
My advice, do not deal with these people!
Scammed me out of money. Reported them to consumer affairs.
Ordered weeks ago and still haven't received any shipping info. I've sent them multiple emails/instagram DMs have not received any reply. I reported the company to Consumer Affairs in WA (the jurisdiction where the company is based). Consumer Affairs have assisted me in starting the process to get a refund. My experience with Luxe Lashes Australia is quite possibly the worst customer service experience I've ever had.
Reported to the ACCC.
NEVER purchase from this store. Every single bad review you see is true. I bought the product 06/09/21. Like so many other people, I also reported them on the shop app. Emailed them, messaged their Facebook, used their contact us link on their website. I never heard a thing from anyone. I have made a complaint to the ACCC. Completely out of the blue the parcel arrived today 10/11/21. I'd seriously given up on the idea of ever receiving anything. After reading other people's experience with this alleged brand I do not intend on using the product.... I still want a refund. The quality is terrible. I have cut up pieces of shoe lace also. On the box it says it includes a rose gold stainless steel tool. I have absolutely no idea what that is because it definitely isn't included in the parcel. Don't waste your money.
i Received the lash lift kit and it didnt work, i couldnt get past step 1. I sent an email to their info email address, a week later i hadn't heard back so I sent another email and it came back with message not delivered, looks like they have blocked me!
Would give them 0 if I could. SCAM
Placed an order one month ago to be given a false tracking number and cannot contact them. I’ve sent numerous emails and have reported to ACCC also to my bank and to the shop app. Hopefully they will get taken down
I’d actually given up on my order ever arriving (unfortunately I saw these reviews after purchasing) 4 months later and $164 later here it is, damaged packaging containing poor quality and possibly even harmful product. It’s utter junk, the so called ‘bonding gel’ for the eyebrow kit is like sun baked Clag glue, impossible to comb through an actual human eyebrow! I ended up with stringy tufts of sticky hair. I tried it 3 times and washed it off. At that point, my partner walked into the bathroom and pointed out that given this companies track...record, it could be absolutely anything in those bottles and I’d be better off throwing it away. He was totally right and that’s what I’m doing, but I’m also considering handing it in to the police as evidence on the off-chance enough complaints prompt an investigation. This is a distrustful, devious ‘business’ and the fact that they continue to operate (taking our money and personal information) is insidious, and totally illegal. Their website even includes an Acknowledgment of Country, so whoever put this together knew exactly what they were doing because it’s one of the reasons I purchased the product.... I could go on, but I’ve given these people enough of my time and money. Will they continue to operate? Probably. And, if our assumptions are correct, there is no Sarah, there is no Australian address or business location and this product is just cheap chemicals in shoddy pink packaging advertised by images of women unaware their impressive lashes and brows are endorsing a fraudulent and unethical venture. And our personal details have probably been shared with loads of other scammers and telemarketers. Buyer beware!
Disgusting service reported to ACC as per many others
This site seems to be fake with fake reviews & fake products they need to be taken down. I unfortunately looked at the reviews after my purchase. I waited over a week for some E vouchers which they said they were going to send via Australia Post which was was confusing. These were for a gift and was expecting them not not be valid but seemed to work. I used them myself instead of putting the recipient through the pain too and purchased an alternate real gift instead. It has been almost 3 weeks now and no products have been SENT as the only ...communication you DO get is shipping details so you can apparently see tracking. I don’t expect to get these products at all but if I did the service is appalling. They don’t answer any emails and the link to Facebook goes no where. Money back is the only option for me.
Still haven’t received my order
I placed an order back in August and over 2 months later I’m still waiting. I’ve sent multiple emails requesting an update and haven’t received a response. There doesn’t appear to be any other way to contact them since they’ve disabled commenting on all social media channels.
At this point it looks like a scam and it’s disappointing to see so many similar experiences.
Made an order, got tracking and nothing arrived. No communication. Nothing. Very disappointing! Something needs to be done and they need to be held accountable.
Questions & Answers
I paid $5 for “express” and it’s been a month and a half without my order being shipped. why did I have to pay for shipping if it’s going to be so long? it hasn’t even been posted out yet and your instagram posts say you will be refunded a week ago if your tracking doesn’t update. what a scam. i have tried to contact you guys and no response. can I just get a refund instead?
Hi Tameika, hope it's ok to ask. I wish I had seen all these poor reviews before I ordered ☹️ I just wondered how long it took before Klarna would get involved/issue a refund. I paid via them so hoping to get a refund from them but just wondering how long I have to wait for them to reply to messages and how long for them to ship my items etc It's so disappointing, their insta looks legit and their website, can't believe they are allowed to take peoples money and get away with it all! ☹️
I wish I saw the reviews too, very dissapointing! I put my payment on hold with Klarna until it was sorted, it did take a while as the company weren’t helping. just make sure to take screenshots of you contacting them to provide to klarna for proof! they have a live chat on the klarna app to speak to an agent if that helps!
In the same boat. I even messaged her personal Instagram to which she never replied. I then commented on one of her latest posts asking her to reply to me and then I was blocked!
Interesting that on every post you make such a big stink about how you’ve refunded orders but no ones received said refunds, no customers can contact you, neither can the ACCC or afterpay. Let’s see if the federal police can contact you guys!
My order LLA3039 finally got delivered today (don't even ask about the wait and no communication on the issue) and $100 worth of my order is missing. I am so disappointed, like how do I get this rectified when you won't contact me back??
HI Lauren, please check your emails. We have refunded the full amount. Apologies for the delay and miscommunication. We have taken your advice and will do better. Sorry x
Thanks for finally getting back to me and thanks for processinga refund - I am waiting for this to turn up in my bank. it's a shame as I was really looking forward to the lash lift kit as I'm in lockdown in Sydney for the last 3 months.
Hello, I know that you have said you have refunded the whole amount but I still have not received my refund.
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