4,075 reviews
On August 8th 2017 Deluxe Products rebranded to Luxo Living.
AI reviews summary
Pros
Cons
Verdict
Customer experiences with Luxo Living are notably mixed, with a strong divide between sales support and product fulfillment. On one hand, numerous reviewers praise the responsive and dedicated customer service team for efficiently resolving delivery hiccups, missing components, and warranty claims. On the other hand, a subset of customers encounters frustrating delays, stock availability issues, and occasional quality control concerns with delivered items. Overall, while the support staff frequently salvage difficult situations, prospective buyers should prepare for potential logistics or quality hurdles.
JEFF was one of the loveliest and pleasant customer service rep I have ever spoken to. He’s communication was second to none. I will be sharing my great experience with everyone I know
Stay away from this company, i bought a king bed for more than 1k aud , end up receiving faulty bed, incorrect site of bed frame and wooden stick, i cut off the wooden stick myself to install, gas strut is not working, i can not lift and close the bed properly, i must remove it in order to close it down, i asked company for help but they replied… Read more
with asking more videos and photos which i did as well, i asked for refund or replacement but only received an email asking further video troubleshooting, unbelievable this happen in Australia.
I had an issue with my vanity mirror lights not working and i was concerned about what to do. I emailed the company LUXOLIVING and i got excellent assistance from Thomas Talag. He provided me with a replacement mirror and i could not be more than grateful for his support while making it quick and easy. I’m satisfied with the customer service and should reach out to recruit more staff to be just like Thomas.
Reviews with attachments
I had purchased a sofa from Luxo Living but unfortunately due to some uncertainties in the product we had to return the item. Thomas from the customer service support team helped us greatly throughout the whole process whereby he was engaged and would follow up on the issue and was quick with the resolution. Thomas even arranged the pick up of the sofa and kindly also helped process the refunds. Thank you Thomas once again for all your help. Show details · 1
⭐⭐⭐⭐⭐ I’m absolutely thrilled with my new dining set! The Rylee 120cm round glass dining table in black is gorgeous and looks even better in person. It was incredibly easy to assemble, with clear and straightforward instructions that made the whole process hassle-free. The Halsa Classic Velvet Dining Chairs are equally beautiful. The gorgeous… Read more · 1
velvet finish gives them a stylish, elegant look, and they are surprisingly easy to assemble as well, with clear instructions included.
The quality of both the table and chairs is fantastic, especially considering what a bargain buy they were. The whole set looks stylish, modern and far more expensive than what I paid.
I’m extremely happy with the purchase and would definitely recommend both the table and chairs! ⭐⭐⭐⭐⭐
Looks great, Fits my needs perfectly. Arrived fast. And Amman and Ameer did an excellent job helping me get everything up stairs. Show reply
Michelle was so helpful, polite and amazing to deal with. Show reply
Jeff, went over and above in his customer service which meant he had to deal with my inefficient communication skills. Some days I took days to answer his questions which he persisted with to ensure my issues were resolved I am very grateful for the solution and service support provided, I highly recommend Luxo Living as a professional service provider and product quality Show reply
5 stars to Thomas Talag thank you for your amazing customer service my vanity mirror was damaged and I was heart broken that this had happened he provided me with a replacement straight away. I recommend Luxo Living thank you Joanne Jorgensen. Show reply
I have purchased a bunk bed with table, unfortunately when it arrived 2 parts were broken. When I contacted Luxo Living customer care, Mr Thomas helped me to sort out the problem and sent the replacement parts as quickly as possible. I have one suggestion, please provide assembly instructions as a video with clear instructions for top and bottom as well as outside and inside for parts. This will reduce assembly time significantly.
Fantastic side table (Mother of Pearl table), Received in beautiful condition and as expected per the advertised photo. Delivery was fantastic and very professional. Thank you.
- +3
Smooth transaction and the products are amazing. The quality is top note.
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Good product and service by MIRAFLOR - delivered on time and quality was high.
Mira was great help with my purchase also has great customer service Show details
Bought a Vanity Table. It was exactly as described and the quality is great! There were a couple chips on one piece and Angelica was amazing with organising a replacement piece within a week! Highly recommend
Very happy with how this bed frame came out. Assembly was fairly straight-forward. Materials look good and frame feels solid. Mira helped me out with a pdf of the assembly instructions.
Product was as pictured and excellent quality. The Draw slides on bearings are smooth. The alignment of dowels and cams were good and gaps were all perfect. Mirror damaged in transport but was resolved by Dondon who gave excellent customer service throughout the procesa.
Gil Price dropped $438 within days – no solution offered Review: I purchased an Averill 4 Seater Boucle Fabric Chaise Sofa from Luxo Living for $1,509. Within 7 days, the same product was listed for $1,259 and could be discounted to $1,070.15 with a public code. I contacted customer service requesting a price adjustment, but the request was… Read more
refused and the decision was final. I was also told that returning the sofa would require me to organise and pay for all shipping myself.
After several attempts to resolve the issue, I had to open a dispute with my bank. I hope this review helps other customers make an informed decision before purchasing.
Latest follow-ups
A nicely presented showroom with a very friendly and helpful sales person (Emma). Excellent customer service from sale to click and collect. Show details
Follow-up · I had no trouble finding close parking. Pickup was easy, efficient with only a short wait time.
Perfect for any space – I purchased the colton 2seater April this year and loved it so much I purchased another one. Easiest furniture to set up. The quality is luxurious. Not only is the website so easy to search, navigate and checkout. The delivery service is superb. So… Read more
friendly, such professional manners and smiled as they served us, the guys were totally happy to deliver the goods. I had an amazing experience. I will only.purchase from this store in the future!!
Follow-up · The delivery was as they quoted and the personnel were top star rating so friendly and professional. Assembly is as basic as it gets, my toddler helped its that easy. It feels exactly as the day I got it. I have a very large family who are all either very heavy or largely over weight, but my sofas are still bouncy, no deflation, the cushioning is… Read more
The fellow I dealt with Jorovin was more than happy to assist with my many enquiries and resolved my issues promptly , highly recommended for the initial and the follow up contacts, So impressed I am now looking to purchase a second sauna unit from this company - excellent quality and great prices , real value for a daily sauna unit user , Show details
Follow-up · I had issues with some electrical components that were faulty , this was sorted.
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Positive reviews
I purchased my makeup vanity from this store, and I was very impressed with both the product and its quality. Unfortunately, after approximately three months, the mirror touch sensor stopped working. I contacted the store, and Angelica assisted me over the phone. She asked me to send a quick video of the issue, and I honestly couldn’t believe how… Read more · 1
helpful and professional she was.
Her communication was amazing, and within a week, I received a brand-new replacement mirror! I truly appreciate her quick response, support, and outstanding customer service.
Thank you so much, Angelica! I’m really grateful for all your help. Highly recommend! ❤️
Michael was so helpful this morning in assisting me to locate my order and help make sure it is delivered by the end of the week! Thank you Michael, your help has guaranteed a repeat customer! Show reply
Jeff was extremely helpful and made my experience much better. He took the time to listen to my concerns and made sure I knew how genuinely sorry he was about the experience I had. He was very understanding, kind and professional throughout the conversation. I also really appreciated that he asked if there was anything further he could do to help… Read more · 1
me before ending the conversation. His customer service was excellent, and I’m very grateful for the way he handled everything.
Negative reviews
Order placed almost 4 weeks ago, shipping notification sent on 27 July but nothing arrived. Luxo are blaming the shipper on the delay but according to the shipper the package was never collected from Luxo, meaning they have been lying to me for 3 weeks that the package is lost. They have been kicking the can down the road with a “support ticket” that does nothing. Don’t trust this online retailer, Luxo living is a scam. Show details
Hi Emily, Thank you for taking the time to share… Read more
Very disappointing customer service experience. I contacted Luxo Living while the product I was interested in was on promotion because I needed some important technical information before I could confidently place the order. Unfortunately, there was a delay on their side in obtaining that information from their merchant, and by the time they… Read more
responded, the promotion had ended.
I explained that I wasn’t asking them to honour a promotion that I had simply missed — I had been actively trying to purchase the product during the promotional period and was unable to proceed because I was waiting for information from them.
Despite this, they repeatedly referred me back to their standard terms and conditions and refused to honour the original price. I even made it clear that I was ready to place the order immediately if they honoured the price that was available when I first contacted them.
Policies are understandable, but good customer service also requires some common sense and flexibility when the customer’s inability to purchase was caused by a delay on the retailer’s side.
Unfortunately, they’ve lost a customer who was genuinely ready to buy. Very disappointing way to handle what should have been a straightforward and reasonable request.
Hi Deniz, Thank you for sharing your feedback. We’re… Read more (+1 reply)
You will not get your order at the date they promise. Order 30th of june, website says delivery is 6th of july. First delay to 30th of July, second delay to 10th of August, now being told its going to be in october.
Hi Titi, Thank you for sharing your feedback. We’re… Read more
Recent reviews
Paid $120 priority shipping to have delivered-didnt show on said day-however claimed that box was damaged but knew about said damaged box since 3 days prior to delivery. I lost a additional $400 as i had booked a handyman to assemble the beds when they were supposed to be delivered. Failure to deliver due to faulty product isnt the consumers fault… Read more
nor should it bare financial responsibility on customer. I am still waiting for a refund in regards to the other bed undelivered. The product its self is thin pine, prone to break with minimal use. My sister also experienced identical situation-she paid the $120 for the shipping,only to be told the day of expected delivery its now coming a week later. More and more people i know are having the exact same problem,im thinking its all a scam. I will be taking to consumer affairs and further
Hi Mak, Thank you for taking the time to share your… Read more
We ordered a suite of furniture from Luxo Living to furnish a new luxury short-term rental property. Unfortunately, our sofa arrived with a severe manufacturing defect—completely misaligned pre-drilled assembly holes, rendering the frame physically impossible to assemble safely. This major product failure has delayed our entire business launch.… Read more
What followed has been a masterclass in atrocious customer service and a total disregard for Australian Consumer Law (ACL):
The 15-Day Runaround: It took over two weeks of exhaustive back-and-forth with their overseas support team just to get them to agree to a return.
Excluding Statutory Rights: Despite this being a major product failure under the ACL, their support team repeatedly tried to deny the return because our assembly team had already shredded and recycled the cardboard boxes. Under the ACCC, consumers are not required to return defective goods in original packaging.
Incompetent Requests: They repeatedly delayed the process by demanding we provide them with the dimensions and physical weight of the item—information that they, as the retailer, already have listed on their own website.
Slow Response Times: Their email cadence is abysmal. They ask one nonsensical, repetitive question per day, dragging the process out as long as possible.
Current Status: We are effectively being held hostage by Luxo Living. They have strictly instructed us not to touch or remove the defective sofa while they "arrange a courier," yet it has been sitting in our living room blocking our space for three days with no pick-up schedule confirmed.
As a direct result of Luxo Living’s delays, we have lost an estimated $1,500+ AUD in booking revenue because our listing launch is paralyzed.
I have officially lodged a formal complaint with the ACCC (Australian Competition and Consumer Commission) regarding this company's business and support practices.
If you are a business owner, property manager, or value your time and sanity: DO NOT buy from Luxo Living. Their lack of quality control is matched only by their lack of customer support.
Hi Ben, Thank you for sharing your feedback. We’re… Read more
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Hi Lisa, Thank you for taking the time to share your… Read more