I would avoid this company.
The worst customer service experience I have ever had — avoid this company.
I am extremely disappointed with this company and the way my complaint has been handled.
The product I received arrived in a very poor condition, with large scratches and what I consider to be horrendous quality for the price paid. I immediately contacted the company and provided photographs showing the issues, including the damaged packaging on delivery.
Despite this, I was expected to pay for the return of an item that arrived damaged and not as described. I returned the item in the same packaging it arrived in, believing my concerns would be properly investigated and resolved fairly.
Instead, after receiving the item back, my request for a refund or even a partial refund was refused. I feel extremely let down by the lack of after-sales support and the way my evidence was handled.
I genuinely have to ask: how can a company treat customers this way after they have raised concerns immediately, provided evidence, and followed the return process? It is extremely disappointing to feel that once payment has been taken, the customer is left without meaningful support.
In my opinion, this has been the worst customer service experience I have ever had. I would strongly advise others to think carefully before purchasing, especially if they expect a company to stand behind its products and support them when things go wrong.
Vastaus yritykseltä Luminati
Hi Tiffini,
We are sorry you feel disappointed with the outcome of your complaint.
Your order was for a custom-made display product, which is not eligible for return under our standard returns policy, as outlined in our T&Cs. Unless the original complaint relates to damage to the product, we are not obliged to accept returns or issue refunds on custom-made orders.
However, as a gesture of goodwill, we advised that if the item was returned to us in working condition and suitable for resale, we would inspect it and consider a refund. This was not a guarantee that a refund would be issued.
As part of our review, we considered the full order history, including the correspondence, photographs provided, and the findings from our returns team. It was also confirmed that products had already been displayed inside the case prior to the return request.
Following inspection, the returned item was found to have sustained significant damage in transit. The packaging used for the return did not provide adequate protection, meaning the item arrived back to us in a condition that was no longer suitable for repair, reuse, or resale.
For this reason, we were unable to process a refund.
A formal complaint response has been issued to you directly, following a full review of the order history and return inspection. We are sorry this is not the outcome you were hoping for, but our position remains unchanged.
Kind regards,
The Luminati Team
