LUISAVIAROMA

Very poor customer service and return item process.

If by some chance someone makes the mistake of ordering the female version of the exact same product(Jeans) they refuse to switch it for the male version even if you call them 5 minutes after placing the order.

The process is ridiculous and completely lacking common sense!

Instead of switching the item that is the same price you have to:
1. Wait for the courier to arrive
2. Refuse the order when it arrives in order to avoid paying for the return
3. Go to the web site and start the return process
4. Wait for the package to get returned
5. Wait for the guys to check if everything is good with the package
6. Wait for your money back OR get store credits
7. Order again and wait.

As I have said: Ridiculous

I would understand if the item was already shipped but contacting you 5 minutes after placing the order and just asking to switch from female to male at exactly the same price is not making any sense.

Please improve your internal process in order to handle those cases in a professional and cost effective manner.

As it stands right now you are experiencing losses: fees for return shipment, the time of your customer support team. Not to mention the environmental impact of sending something from point A to point B and then back again especially when you know that that item will be returned. (actually not accepted)

One more thing: Please make it so that one can cancel an order before it ships. Every decent online shop has that option.

Regards.

Don't trust their Trustpilot rating! They only have such a good one because they flag every negative review and Trustpilot removes it without a question. Generally speaking, you won't find any size diversity on that website. Forget getting anything beyond 3 standard model sizes (IT 38,40 and 42). Moreover, shipping fees are quite high and I've never seen free shipping promotions or anything like that. The loyalty program used to be great, nowadays to use my 40 EUR I would have to purchase for the sum of at least 120 EUR. That is 3 times the value of the voucher! And since there are no sizes to choose from, you don't really have anything to spend the money on (remember that you cannot use the voucher with any discounted items and there's more restrictions like that). Last, but not least, when you buy something from them, be very very sure that it fits because they don; t include a return label! You will have to ask for it, and then print it, running around the city trying to find a printer. All in all, the company has gone downhill and now is one of the most horrible sites for customers to shop from.

I am Private Client at Farfetch, VIP with personal stylist at SSENSE and Moda Operandi, VIP at Dover street market New York, etc. my experiences with Luisaviaroma is the worst I ever had in my life. Every time I preorder on their website, the products never shows up and I have to cancel my orders, they are not even trendy limited edition items. When I kept emailing their customer services for 5 days in a roll and never got a single word response. Will NEVER shop again

So in short, if a customer buys an item from you, has a contract with you, pays you the money and the customer requests the item to be delivered in a safe location however the delivery driver does not deliver it to that location and instead leaves it for everyone to see, you as a company are happy with this service and will do nothing to help your customer out after it was left for everyone to see? And taken from outside my front door? This is the level of customer service you aspire to give all of your customers?... You are telling customers that if the delivery company does not follow the instructions of delivering to a safe place it is the customers responsibility to raise an issue with the delivery company. I'm not sure what level of customer service your company is wanting to achieve but it really doesn't sound good. I'm sure if it was a cheap item that I had purchased you would have had no issue re sending me another one! I'm very confused as to why you are so unwilling to help a paying customer when the delivery company have said that they did not leave it in the safe place that was requested? Still haven't had a rely from this!