LUISAVIAROMA

Dear Francesca:

The highly automated and generic Zendesk message which did not address my concerns directly is not appreciated.

As head of customer service, I really expect more.

Imagine if your highly impersonal response was posted online. It would show that LVR does not care about its customers.

I won't tell you how to do your job, but permit me to advise you that a real response to my direct concerns is more appropriate than your highly impersonal automated response. Your current response sounds/reads worse than a politician's response to a direct question.

Perhaps you should run for political office instead of being Head of Customer Service? Perhaps this is why your team is so poorly trained, their management is not a good role model.

Best,
Patrick

From: Francesca (LUISAVIAROMA) <*******@luisaviaroma.com>
Sent: Friday, January 10,2025 12:52 AM
To:
Subject: [LUISAVIAROMA] Re: Problem With Order T*******606 - 14/12/2024

##- Please type your reply above this line -##
Dear,
Thank you for your email. Yes, our office is based in Florence.
We regret that you are not satisfied with our service and apologize for any misunderstanding.
As mentioned in my previous email, we do not consider the item defective, and therefore, we are unable to offer a price adjustment.
In the event that for whatever reason a customer is not satisfied with their order, they may exercise their right to withdrawal and return the item(s) within 28 (twenty-eight) days from the item(s)' delivery date.
We remain of course at your disposal in case of any further clarification you may require.

Best regards,
Francesca - Head of Customer Service

LUISAVIAROMA.COM
Direct line: +39.055.093.60.54

They no longer have real customer service representatives; everything is handled by AI, even the email responses. Although different names are used, all replies come from AI. If you want to inquire about product details, there won't be a real person to respond and the information is sure to be incorrect because they won't check the product details. With such poor service, they might as well just shut down.

I received used products, it was as if someone had opened them, used them, and without even trying to hide this just chucked them back into the box. There were parts of one earring it that were stuffed in another products' plastic bag. One was completely worn out.
And I checked, the box wasn't opened by customs or anything
It literally came that way
Never again

Please don't waste your money, everything's fake there and the customer service is disrespectful and doesn't even answer. The quality of their products is so bad, I'm crying rn because I've spend 160 euros and can't get my money back, I bought a jacket and I can't wear it anymore because the cotton is pulling out of the jacket and it looks so worse. Please don't waste your money there! They are telling me that I did that and it's not their fault, but I never ever even washed this damn jacket!

OMG, stay away from this site.
It took me TWO weeks to get a return label from them. They kept saying they emailed it, but they didn't (I did check spam). Until I threatened to not pay my credit card bill, then miraculously the label appeared in my inbox. These Italian cites are something else. You have PLENTY of options. Take your business elsewhere. I will.

Company is very hard to work with. They agreed to return the item and sent me instructions to do so and then changed their minds saying it was user fault. I've never had a backpack have both zippers brake within 6 months of receiving item. I have email proof that they knew it broke so quickly. Due to my experience with Luisaviaroma I do not recommend their company or products. Definitely not worth the hassle. Thanks

The service I encountered was the worst I've ever experienced. The delivery of the goods did not happen as expected, requiring me to personally visit the UPS office. Even there, they confirmed that my parcel was not present. Furthermore, I did not receive a refund for the purchase. The communication with the store's customer service was extremely bad. I have decided to never order from this poorly managed office again, and I strongly advise against anyone else doing so.

I ordered a designer shirt meant to be here for my event tomorrow 9/16 i placed the order 9/9 shipping is meant to be within two days. They waited until wednesday to ship my package after i called them tuesday and was told it would be shipped out that day now leaving my shirt to not arrive until after the weekend. This sucks! I will never take their word for shipping again!

This online store is completely disappointing with its scams. I bought a bag and paid for DHL shipping. The items arrived in my country. I paid the customs duty. A message comes that the item request has been returned to the online store. The item goes back to the store. Nobody tells me anything. I didn't give up things. The store is charging me another DHL shipment. Buyer without things, store with things, DHL in profit! What to call it?