Luxsea Swimwear Arvostelua 

Fast shipment, innovative products, she loved it

I purchased the gold triangle bikini and the blue underwire for our holiday to Ibiza. I kept the gold but sadly the blue top didn’t fit so I returned it and was eventually refunded. Stunning swimwear, they were both perfect vibes for the holiday!

Swift responded to issues and solved my problem quickly

Beautiful bikinis although very disappointed with the sizing. I am a dress size 8 and ordered the large bikini bottoms as thought they looked tight. They were too small and I have had to order the extra large! I cannot imagine anyone larger fitting into them!

Azienda poco seria , ordine eseguito fine luglio dopo varie mail mandate il pacco è arrivato oggi il 27 agosto,ovviamente non completo manca la parte di sopra . Ho mandato la mail con foto ma sono stata bloccata . Posso dire azienda truffatrice .

The item were sold out and after i paid they send email to inform me!

I received my order within 2 days so I have no complaints about the delivery. I ordered 2 different sets in different sizes and ended up keeping the set that fit better. The products are good quality, but slightly overpriced for what they are so was happy to have a discount code. Other than that it looks great! Have sent the other set back for a refund today

Update: refund processed and received in time!

I ordered a swimsuit on June 30th and paid for delivery within 5 business days. As of today, July 20th, I still have not received my swimsuit. The brand shipped the swimsuit on July 9th, but then there was an issue with the documents at the UPS, and the package was to be returned to the brand.

I contacted customer support via email, asking them to send me another swimsuit while they sorted out the return, but they informed me that they could not do that and did not offer any refunds or solutions. Just asked to wait. No other options.

I do not recommend using this brand's delivery service. They are not customer-friendly and do not adhere to the delivery timelines they promise. This experience has made me question the reliability of this company.

In general, one point that’s very misleading is paying some tax fee when you receive the package. I landed on the website with prices in Euro, I’m in EU and nowhere was saying that I have to pay something upon arrival (or maybe some super tiny text? I didn’t see). The quality of the item is good, but ordering Medium size for bra I found it very very small, and I would have exchanged it for Large, but! There is no closure on the back for bra, it’s like one piece, so it would be ok for boobs, but loose in general. I guess their size chart is like S=XS, M=S… cuz the bottom S is also quite tight. And the price is quite high you pay for this experience.

I have to admit, I placed my order without checking the reviews first and only looked at them afterward. I was really worried I might get scammed, but I can confirm that my order arrived within two days and the quality is excellent! I am thrilled with it. The size is perfect (everything you need is on their website, so just make sure you know your size before purchasing). Thanks! I definitely recommend it.

Super fast shipping to Chile, took only 4 business days! Great quality, colors look just like the pictures. I'm definitely recommending it

Taille beaucoup trop petit demande de remboursement mais aucunes réponses ça ne répond pas par mail ! Arnaque !

I love the design and shape.
Customer service was great, they took care of my complain

If Luxsea's business objective was the curation of insulting, abysmal customer service then it, in my opinion, would rule its industry.

My experience suggests don't....just don't. Regardless of how good or bad the product may or may not be, the customer experience, once dealing with customer "service", was horrendous. If, as a customer, you enjoy being on the receiving end of a "the customer is always wrong (regardless of evidence to the contrary)" type interaction then this may well be the firm for you.

Distressing.

Shockingly poor.

I imagine Luxsea's response to this, should there be one, might be something that reaches deep into their fine print to prove why they are always right. That seems to be their MO when things go wrong.

What appears missing is any sincere attempt to a) look after the customer and rectify a poor experience or b) to seek ways in which they might improve, such that similar issues are avoided for customers, going forward.

To the management of Luxesea: do better. Stop your staff from hiding behind small print (per your typical response to critique). Teach them, instead, to develop and nurture an authentic customer relationship. Certainly instill a culture in which customer service staff feel that it is unacceptable to act in an entitled and insulting way; they have acted like point-scoring sullen teenagers more interested in being right than in meaningful customer service. Bad attitudes typically flow from the top down.

Your fine print should be large print emblazoning your policies without ambiguity on your website; it appears an area in which you repeatedly trip up. Be clear about your policies in large; you sow the confusion and bad feeling that you reap.

For each of your responses to negative comments below you may as well just preempt your response with "here's how we are in the right". Perhaps instead begin with a sincere concern for the issue someone has faced, with an attempt to understand and assist, instead of just explaining to the Trustpilot audience at large how you did everything right. It's insulting to customers that were not happy with you.

I'd say well done you on defending how you self-profess faultlessness in all that you do; but the number of one stars indicates you need to think further about your policies, communications and interactions.

Perhaps an interesting exercise for your management might be to pop onto 4.6plus star review companies and see how they respond to customers that indicate an issue: you will find that they do not respond by paraphrasing a sense that they are in the right and the customer is, therefore, somehow at fault. They also acknowledge good reviews. Try emulating their ethos and perhaps you might drag yourself out of as many low scores.

Shoddy, self-agrandising, immature, deluded.
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To follow up from your reply, you will note, from my various (and previously only good reviews on TrustPilot) that I am a fully separate person than the person you have addressed. You do like to prove your own point: you have just demonstrated for all to see that you would rather come out fighting to prove you are in the right than to seek to understand and assist. If you wish to reply to me, not some other person, about your intentions to curate a healthy customer service environment, then this does not achieve that.

We ordered 2 swimsuits and paid extra for next day delivery. I reached out to this company four times with no response, wondering where my items are. I finally got a response, stating that the company does not dispatch Fridays and weekends. This was not stated on the website at the point of purchasing next day delivery, despite the customer service staff stating it was. When challenged with that fact they walked it back to a statement that the information was in the fine print of the terms. At no point did the member of staff seek to assist me, only to prove they were right. Their tone suggested I had been an idiot for not fine tooth combing the fine print. There was no offer of actual assistance, only an insistence that they were right and I was wrong. I was informed I should have known that most companies don’t ship on weekends; the suggestion was that I should have know better when parting with next day delivery funds: “hardly any brands would be dispatching that late on a Saturday or Friday, it would be wise to check the delivery page next time”- LuxSea Employee, instead of saying “ I’m so sorry for the inconvenience let’s work together to work out what went wrong here and fix” like an employee that actually cared about the customer experience. They took forever to respond to each text with only the most minimal response. Even if it had have stayed on the delivery page that they don’t dispatch on weekends in neon bold letters, it doesn’t change how inappropriate the behavior of whoever responded to me was, moe how it’s been longer than 72h. Customer service was just very, very rude, super unprofessional and unhelpful. Thry didn’t say anything whenever I asked why it’s been days to reply, instead only focusing on how to gaslight me as the customer and to whitewash their position. They insisted despite proof that the delivery page contained informs that it did not (at that time though I suspect they will change that in a hurry). I showed them proof that nowhere on there delivery page did it say what they claimed, so they ended the conversation. I am still without assistance for items that will now arrive too late as I fly first thing tomorrow.

Easy ordering, fast delivery and the bathing suit is one of the best I've ever tried on.

Nice small but cool crazy selection in store 👍👍👍

Poor contact. Sizes are not accurate size 10 is an XL. The website stock is not up to date and then when you try and resolve it the communication is shocking and confusing.

Ich musste an der Tür 11,05 Euro Zoll bezahlen, obwohl der Bikini schon knapp 100 Euro gekostet hat. Dann hat der BH keine Luft oder Austülpung für die Brust sondern ist nur ein reines dreieck, also nichts für große Brüsten. Bin gespannt wie er sich im Wasser verhält. Aber unter Luxus u diesen Preis, muss schon mehr kommen Leute!!!!!

Costume meraviglioso e sta molto bene indossato. Darei 5 stelle se non fosse che, dopo aver pagato 7€ di spese di spedizione al momento dell’ordine, il corriere al momento della consegna me ne ha chiesto altri 7 “per la dogana”. Sarebbe più elegante se mi avessero fatto pagare subito 14€ e si fossero occupati loro dei costi di dogana. Comunque il costume è proprio bello.