Pure Luxuries London Reviews

Name: Pure Luxuries London
Rating: 4.86

4.9 Rating 5,642 Reviews

100 %

of reviewers recommend Pure Luxuries London

4.9

Based on 5,642 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

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Pure Luxuries London 5 star review on 16th March 2020

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very bad quality and smells, not worth the very expensive price”

Helpful Report

Hi, We are very sorry to hear this - Please can you give us your order details and name to info@pureluxuries.com so we can address this issue for you and get it resolved. Many thanks,

“Very bad workmanship. Had my bag just 9 days with only limited use and the strap came away. Considering the original price of £70 for this item it's just unacceptable.”

Helpful Report

“Paid for the order. No email confirmation. Money taken from my account. It was Only when I chased Pure luxuries to find out when I would receive my item I found out they were out of stock. I was refunded shortly after but very disappointed”

Helpful Report

“Not impressed by the quality. The bag only lasted 4 uses in 3 months. The handle snapped whilst I was out.”

Helpful Report

Hi, We are very sorry to hear this has happened, this is unlike our bags. We would like to investigate this further, however, we need a little more information from you. Please contact info@pureluxuries.com with your order number and name. As this can be rectified for you and we would like to get this issue resolved for you. Many thanks,

“Item was good quality and value for money but didn’t arrive in time for my husbands birthday. I hadn’t had any communication to say it had been shipped so emailed the company to ensure it was on it’s way. After no response I emailed again to receive an apology that it had been missed and not yet dispatched. I was assured it would be sent out as priority by next day delivery. It wasn’t so I had to email again to receive another apology that the warehouse hadn’t been able to get it ready for next day delivery. It finally arrived 1 week after the order was placed too late to be given as a birthday present. I was offered the opportunity to send it back when it finally arrived or to accept a small refund. I didn’t want the hassle of sending it back so accepted the small refund.”

Helpful Report

Hello, We are really sorry that this had happened to you - again we would like to apologize for this. Our warehouse department can make mistakes and this is one of them. This has no been seen to as to why you did not receive it time. We assure you that if you shall order again this will not happen. Many thanks,

“very poor quality, especially for the prices they charge!”

Helpful Report

Hello, We are very sorry you have experienced such poor quality, please can you inform us of your order number so we can look into it for you. Alternatively you can contact us at info@pureluxuries.com so we can take a look into this further. Many thanks,

“very poor quality, especially for the prices!”

Helpful Report

Hello, We are very sorry to hear this, please can we have your order number so we can look into this. Alternatively you can contact us at info@pureluxuries.com so we can take a look into this further. Many thanks,

“Received someone else’s order and still waiting for refund on my order which was in December.”

Helpful Report

Hello Marlene, Thanks for the review. We are very sorry for the inconvenience this caused, we do make mistakes from time to time, we have tried to rectify this for you. We had only just received the parcel last week, refunds usually take 2-5 working days to return to your bank account due to bank protocol. Many thanks,

“Christmas order I expected to receive my order within 3 days as per website. Over 5 days passed only when I followed up I was told that my order slipped through the cracks!! And they would send it out that day with next day delivery. This is not the kind of shopping experience I expect from a company that supplies to high street department stores.”

Helpful Report

Hello and thank you for your review. We are sorry for the inconvenience, with the busy Christmas period sometimes mistakes happen, which we apologized for. I am under the understanding that your order was rectified now. Please do not hesitate to contact us. Many thanks,

“Easy ordering...good delivery....good quality perfect service...well done guys”

Helpful Report

“Extremely poor customer service. Have no interest in resolving issues satisfactorily. I tried to communicate with them via telephone and email. Leaves the customer with not wanting to use the service. Not good with correct item information.”

Helpful Report

Hello Elaine, Thank you for your review. I apologise that you were let down by our customer service. As explained across numerous emails and responses - the measurements that were automatically assigned to the product you bought were incorrect and were from a bag (25cm x 26cm x 5cm). This was quickly amended as it would be hugely oversized for for human ears. As also stated in other emails, our jewellery is usually no larger 1cm. Kind Regards, Pure Luxuries

“Order didn't arrive.”

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“I didnt like it”

Helpful Report

Hello and thank you for your review. I am sorry you did not like your chosen item. Please be aware we have a free returns system when items do not fit your preference. We would ask you to email us at info@pureluxuries.com to arrange the return :)

“The bag was much smaller that I thought”

Helpful Report

Hello there and thank you for your review. We are sorry the bag you chose was smaller than you would prefer. All of our bags come with measurements provided on the website. If a bag isn't to your liking you can of course return it free of charge using our returns service for a refund or replacement. If you would like to find our more please contact at us info@pureluxuries.com Kind regards

“Wouldn’t buy from them again they won’t refund the postage if you don’t have a printer and can’t print off the return slip. I’m over 65 what would I need a printer for.”

Helpful Report

“I was sadly disappointed with my purchase. The wallet arrived late, which I did get a delivery refund for, but also wasn't up to the quality I had expected. It feels and looks a bit cheap and, although I understood that the colour "vintage black" isn't standard black, this wasn't even close to black, but very much brown. Unfortunately as it's personalised I can't get a refund.”

Helpful Report

“poor quality product, bought portobello w11 bag 10months ago, only used for last 2months and now buttons falling out. suggest buying from a different company particularly considering the price is not cheap, one would expect better quality. customer service refused to repair or replace as outwith "6month" warranty period”

Helpful Report

Hello Omer, Thank you for your review. We are sorry that in this case a stud on the top of the bag came loose. Stud fittings such as these are primarily cosmetic features, and although we of course intend for our bags to be durable, studs can come out over time and with use as leather is a flexible and supple material. The bag itself is still completely functional and in otherwise very good condition. I believe a member of our team suggested visiting a leather repair person to see if they could easily install a replacement stud. As mentioned the 6 month warranty period is the limit on our products and this is expressed on our website. Kind regards, Pure Luxuries Customer Care

“Ordered a Xmas present 9 days ago, chased by E mail 3 times !! Money taken 9 days ago!! to date not delivered!! Shocking service !! Is this a fake website !!”

Helpful Report

Hello, Thank you for your review. I am sorry to hear you have not received your order. If your order was placed using our free first class postage, it may well be that your order has been delayed due to the Christmas rush and Royal Mail delays. We encourage all customers to check with their neighbours or local depot in case a delivery attempt was made and no card left. We respond to all emails as quickly as possible. If you require further help, please let us know by contacting us with your order number :) Warm regards, Pure Luxuries Customer Care

“Your website stated item was in stock. I ordered it and money was taken. Then two days later I receive an email stating item wasn’t in stock. Whilst you did refund the money it was very disappointing and unorganised I feel. You stated I would receive 5% discount on another item but wouldn’t get that discount until I had ordered and payed for another item. I didn’t trust that this would happen and therefore no further item was purchased and I will not be purchasing from site again.”

Helpful Report

Hello Sue, Thank you for your feedback and comments. We are very sorry that on this occasion we were unable to fulfil your order request. Our staff work hard to ensure our stock levels are accurate as to avoid customer disappointment. Sadly on this occasion a technical error meant the stock was displayed incorrectly. The 5% discount offer is just our way of thanking customers for their patience when issues arise. We always refund discounts as promised as soon as we receive notification of a new order being made. Warm regards, Pure Luxuries Customer Care

“THE LEATHER BAG I PURCHASED AND SUBSEQUENTLY RETURNED WAS APPALLING. IT LOOKED LIKE SOMETHING I HAD MACHINED MYSELF. ODD ODD ODD.”

Helpful Report

Good afternoon, Thank you for your feedback - please accept my apologies for the disappointment caused by this faulty bag. We will happily provide you with a replacement or refund as soon as we receiving your item back. In the meantime, if there's anything we can do to help, please do let me know. Warm regards, Pure Luxuries Customer Care

Pure Luxuries London is rated 4.9 based on 5,642 reviews