Need to improve customer communications
Reading all the previous reviews after I’d already made my purchase, I was paranoid it was a scam. But decided to give Luxe Lashes the benefit of the doubt considering the pandemic etc. I happily received my package today after ordering it 2 weeks ago.
The Auspost tracking email directly after payment is misleading as it makes you assume the package is coming in days not weeks. I personally don’t mind waiting, as long as I’m given realistic expectations. If it’s going to be a few weeks, or if orders are backed up for whatever reason, just be ...clear about that. Most customers are understanding. Better communication would be appreciated. The Lashlift works well, just takes practice. But I’m happy with it! It’ll save me a lot of $$$ in trips to the salon.
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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