Review Time
Like others, I thought this bag was great and thought I was ordering two for the price of one, marked at $308 & discounted to $169. I wanted it for a trip and the other for a Christmas present for my daughter. The order was made 11/13 and I still don’t have it. They added a cosmetic bag that I did not order. After reading your reviews, I cancelled my order. Their response was to read the Refund policy. It says you must cancel within six hours before the order goes to Logistics. The rep continued:Unfortunately, we don’t have the ability to intercept packages once they’ve been shipped, so you’ll need to wait for the order to be delivered. Once you receive it, you can return the items to us, and we’ll process the refund according to our policy.Alternatively, if you would like to keep the order, I am happy to offer 10% discount/refund on the order.For further details on our refund process, please refer to our refund policy. If you have any more questions or need assistance with the return, feel free to let us know. We’re here to help!Again, I’m really sorry for the inconvenience, and I appreciate your patience as we work to resolve this.Cheers,Paula from LuhxeMy response:“Paula, after reading your refund policy as well as reviews of other frustrated customers in a similar situation as myself, I can only conclude your company does not do business in good faith. It has been 43 days since my order and you can't even tell me where it is, and you're telling me I have to wait until it's received to get a refund, plus charge me a 20% restocking fee. Your cancellation policy only allows a six hour window and you know your shipping is sketchy. You have overcharged me as the bag is selling for less than $100 on Amazon and your company marked it as being worth $308. I am disgusted by the deception of your company and will be reporting you to the Better Business Bureau, etc. You will hear from me again. I will not let this go.”Reviews on Amazon from people who have received the bag indicate the zippers are of poor quality as well as wheels. This is ridiculous and I’m upset I did not read reviews as usual before purchasing from this company. Buyer beware!!!
I purchased 2 bags in APril 2025 and had emailed Support to find out how to get the rollers. Support did not know of rollers so I placed the order. A few hours later, on the website rather than the ad, I found the rollers and ordered them as well. Both orders arrived promptly and nicely packaged . . . BUT . . . The bags had no sleeve to allow them to slide over the handle of the roller mechanism as shown in the ad. I first contacted support to inquire and was informed I had ordered the wrong bag (would have been nice if I had been told that when I inquired about the rollers). This response email sugested that I go on the website and purchase the item I thought I was purchasing in the first place and AFTER they saw the order come in, they would give me instrictions on how to return the items I had. I asked some questions about amount that would be refunded and got the same canned response. I waited a week and sent a general email to support asking them the question again and again got the canned response to which I responded that I now wanted to return everything and requested instructions on how to do that. I have not heard back with return instructions.On a more positive side, the bag I ordered was attractive. I don't think it would hold the two weeks' clothes that it advertises, and there are so many zippers and snaps to close it that I dread having to pack and close it. The products I have seen are of reasonably acceptable quality but based on my experience, don't count on effective and responsive customer support. Also, the company does not appear to have a support phone number -- communications need to be by email. It' been nearly a month since my first request in this process and I am exasperated. Luhxe would benefit from stronger customer support who are more responsive (both in terms of content of response and also timeliness.
Buyer beware!!! I ordered their bag with wheels in November, 2024 and did not receive the product until January, 2025 and it came without the wheels. I immediately wrote to customer service about the problem. They did respond asking me to send them a picture of what I did receive. I responded back with a picture immediately. Since then, nothing. I followed up a few times but again nothing. The bag is made with cheap materials both inside and out. Do not buy.
Scam!! They promised the tote would be here in 3-7 days. Three weeks later, I have not received it. I contacted them, and it hasn't even been sent out yet! Now they claim they sent it. They apologize for the inconvenience. I still haven't received it. I will never order from them again!
THIS IS A FAKE WEBSITE.Please DO NOT buy this LUHXE products. They are scamming people. I have not got my bag and till date they did not issue refund. I am contacting them on daily basis but they do no reply. They do not have number support. They only have email support which is huge red flag, I should have understood that time itself. Moreover, it charges you custom fees, however luhxe claims free delivery.
After waiting a month for travel bag to arrive it came missing a zipper. Now they want me to pay return shipping. Almost $100 to send it back. They will not provide shipping label for their defective product. This is biggest rip off ever. DO NOT BUY this product. This company totally sucks. Save your money and shop some place that backs their products.
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Our Travel Bags are made out of super high-fiber PU leather. This is a form of vegan leather that is both sustainable and climate friendly.
