Luxo Living Physical store

Had a warranty issue. At first they seemed to help but towards the end it got ridiculous. First started back in November 25 and have only just received the part (March 26). They sent out two wrong parts and it wasn’t until I said I was ringing ACCC that magically they found the part in their warehouse. Would not recommend buying off them. No help. Very disappointed with the after service. Show details

I recently had an issue with a chair I purchased from Luxo, as it arrived in a dirty and unsatisfactory condition. I reached out to their customer service team Bon via email to express my concern, and I must say, the experience was nothing short of excellent. From the very first response, the staff was professional, empathetic, and eager to… Read more

resolve the issue. They acknowledged my complaint promptly and assured me that they would take immediate action. Within a short period, they offered a solution: sending me a brand-new chair to replace the damaged one. The entire process was handled efficiently, and I was kept informed at every step.

What stood out to me was their willingness to go above and beyond to ensure customer satisfaction. They didn’t just address the problem—they made sure I felt valued as a customer. The new chair arrived quickly and in perfect condition, which has fully restored my confidence in their brand.

I highly commend BON for their outstanding customer service. Their team handled my complaint with care and professionalism, turning a negative experience into a positive one. I would definitely recommend BON to anyone looking for quality products backed by exceptional support.

Thank you, BON, for setting such a high standard in customer care!

Jorovin was very helpful from the moment I reached out. I purchased quite a few items and one item was missing some parts. Jorovin got them parts sent out straight away once they were located, very good communication and service in resolving the issue. Thank you!

Thanks Mira for sending through the user manual so quickly and efficiently! Ur service was friendly and great thank u for making me feel like a customer and not just a number. Show details

“Michelle was highly professional and very helpful throughout the process. She took the time to listen to my concerns and was great at negotiating and resolving the issues I had. I truly appreciate her support and would recommend her to anyone looking for excellent service.” Show details

Not happy at all with delivery. I asked to pay the fee to have it assembled and was told it didn't need assembly. Only one delivery person delivered and dumped it downstairs as he couldn't take the table and 8 chairs upstairs on his own. THEN my hubby and I spent 2 hours assembling the table and 8 chairs. NOT HAPPY AT ALL!!!! HIGHLY DONT recommend… Read more

this store. Edit: less than 12 months after purchasing and the 8 chairs are now peeling!!!! Didn't even last 12 months !!

Unrealistic Delivery Times & Lack of Communication – 13/11/2024 - Final update. I've cancelled and have been refunded. Thank you [Name Removed] for taking care of this urgently. I can finally breathe from this nightmare. 12/11/2024 - Update. I was told my items were ready to be scheduled, however the link they sent did not work. So I called back (6 times in a single day) to update my post code… Read more

because apparently a specialist had to do it. When it was finally updated, I clicked the link to schedule a delivery for today the 12th of November. We're waiting and waiting and no delivery. Currently on the phone with this company because they don't have a record of my delivery? I've confirmed it through their link, I've called after the fact to confirm delivery and somehow there's no record of it? As we're currently on hold to escalate this, I can't help but think, after a month is incompetence and anxiety brought upon by this company, I just want my products and wish for the day to never ever again have to deal with such a place. Once I finally do get my products, I'll be sure to update again.

I placed an order on October 7th for two loft beds for my young daughters, with a guaranteed delivery date by October 21st. This timing was essential as we recently moved, and having their beds on time was critical to making our new house feel like home. Unfortunately, it's now October 30th, and my daughters (6 and 8) have been sleeping on their mattresses on the floor, which has been disappointing for all of us.

Since the promised delivery date has long passed, I’ve contacted customer service four times and sent two messages. Initially, I was assured the beds would be fulfilled by October 24th, and I’d receive a confirmation text for the delivery date. No messages arrived. When I followed up, I was told the beds hadn’t even been fulfilled and it could take an additional two weeks just to process the order.

It’s extremely frustrating not only to be left without updates but also to feel that the original delivery date was inaccurately communicated. To make matters worse, I noticed that the same product online now shows a delivery date of November 1st – which only adds to my confusion. My daughters are still without beds, and I’ve received no options, apologies, or compensation for this delay.

I urge this company to improve its customer communication and transparency regarding order fulfillment. I understand delays can happen, but the lack of updates and support leaves me deeply disappointed.

Not great – The showroom was easy enough to find but they annoyingly don’t have all the website items on display in the physical store, and this isn’t stated anywhere on their website that i could find. If there’s a specific item you want to look at, call or email them first to check whether it’s on display. If you want to see an item that isn’t on display… Read more

your only option is to pay for it, take it home and build it to see if it’s what you want. Salesperson told me “it’s the same wood as the items on display but a different design”, but this is not helpful as it’s the design and construction of said design that I needed to look at to see if it would suit our needs. Web chat is also not helpful at all - I tried to ask it if the item was on display but it’s just a bot that can’t give any meaningful or useful answers and it won’t give you an opportunity to talk to an actual person. Couldn’t get the item I wanted and wasn’t willing to buy it just so I could see it in person - big waste of my time to go there.

Purchased a hallway table. Process was seamless. Bought online, picked up the next day. Hazel was very helpful over the phone and she ensured my order was ready for when I arrived. Show details

The girls at the Luxo Living Showroom were very patient and helpful with our purchase. I especially want to thank Mira, who, upon delivery of our lounge, followed up with a phone call ensuring the safe delivery of our lounge, asking was I satisfied and happy with our purchase, asking, too, if she could be of any further assistance. Great customer service. Thank you! Show details

When i went to pickup my order there was a bit of a mishap with the products, I had been given the wrong one but the team over at Luxo, especially Thomas, have been super understanding and helping get the correct item sent over Show details

I had spoken to CHARLOTTE over the phone today about my recent order and needed updates on where my order was. Charlotte assured me that my order was still on the way and she also reassured me that she was going to look into my order and she sent me the receipt. I really appreciate this kind of person talking to me so calm and understanding. Show details

Talked to Michelle on the phone regarding my assembly of my recent order . The way she talked to her customer was very good and professional. I’m very satisfied with her service . Thank you Michelle .

Hazel did such a great job with all my questions. Plus, the product itself is top quality and was so easy to put together. Will definitely be buying from Luxo again. Can't recommend enough! Show details

Very satisfied by the way Mira handled my issue yesterday Nice and professional attitude towards the customer and had the sense of what a customer expects from a company Thanks Mira for a wonderful attitude

I was fortunate to receive the assistance of Jeffrey customer service & Emma at Wetherill Park they were very helpful knowledgeable courteous even though the environment was quite busy and a few glitches with the system I would highly recommend dealing with them thank you Emma, PG . 5/5 I paid to have unit assemble overall happy with product… Read more

for my immediate needs. I would suggest that the base drawer be upgraded, at present it is not on drawer slides and awkward to manage due to length and no guides.

Great products and quality. Modern and well designed. The option to go in store at the showroom and see the items is a bonus. The staff are absolutely lovely, both Emma and Selma are wonderful. Purchased 3 beds and the delivery drivers were great. Also decided to have them assembled by the team. The guys were wonderful. I was able to get all… Read more

this done and stay well under budget. The outsourcing team are very helpful. There was a mix up with my assembly date but otherwise they were so quick to resolve it. Shout out to Rochelle for being keen to resolve the matter asap. Over all will definitely purchase items from Luxoliving.

I had a great experience with Luxo Living, thanks to Hazel’s fantastic customer service. She was friendly, professional, and made the whole process easy. My order arrived in perfect condition, and I couldn’t be happier.

I haven't had such great customer service in a long long time. I changed my mind for one of my purchases and Charlotte communicated with me every step of the way and was so friendly and pleasant. She offered a store credit or refund. The refund process was seamless and quick. Im so happy with the exceptional customer service and the fantastic products. My new fireplace and dining chairs are stunning. Will gladly purchase from here again. Show details