Ana LuisaReviews of analuisa.com

Response from Ana LuisaOct 31, 2024

Hi Chloe, Thank you for taking the time to share your recent experience with us. We're so sorry for the trouble caused. Our AL Luxe membership is offered to our customers before checking out and is completely optional. Our goal is that customers would be able to make an informed decision before opting into the program. However, we hear your concerns and will relay your feedback to our teams to improve our communication and future experiences for our customers. Apologies again for the inconvenience caused. Please let us know if you have any further questions or concerns - here to help. Best, Ana Luisa Team

Response from Ana LuisaOct 8, 2024

Hi Seattle, Thank you so much for your feedback. I’m so sorry the details about our AL Luxe membership program were unclear before you placed your order. Becoming an AL Luxe member is optional and can be completed during checkout. Once you've signed up, you can make changes to your account at any time but please let us know if you're having trouble and we'd be happy to look into it for you. As for your return, you should've received a return label to your email at the time the return was initiated. However, if you are still awaiting your refund, please reach out to our customer support team via [email protected] so we can track this down for you and process your refund right away. We apologize for the inconvenience and frustration you've experienced. We hope we can make this up to you in the future. Best, The Ana Luisa Team

Response from Ana LuisaOct 3, 2024

Hi Cindy, Thank you so much for taking the time to share your feedback. We're so sorry for the inconvenience caused by our AL Luxe program. Customers have the option to join our membership in the side cart before checking out. Once you've enrolled, you would've received an email welcoming you to the program as well as an email notification regarding any upcoming monthly charges. However, we sincerely apologize if this wasn't clear. We can confirm that your membership has been canceled and the monthly charges have been refunded back to you. As you also mentioned, we are ending our AL Rewards program so that we can prioritize our AL Luxe membership program and improve the experience for our customers. We appreciate you sharing your experience with us and we'll make sure to relay this feedback to our teams for future improvements. Best, The Ana Luisa Team

Response from Ana LuisaAug 20, 2024

Hi Marta, Thank you so much for your feedback! Becoming an AL Luxe member is usually completed during your checkout experience! You'll opt-in from your cart and see your 5% off savings apply right away. Before you check out, you’ll log in or create an account with us to keep track of your orders and subscription. This is most likely what occurred when you accidentally opted into our program. We would be more than happy to refund you for your last two charges since the subscription was unclear to you at the time of purchase. Please reach back out to our customer support team via [email protected] so we can resolve this for you ASAP! We truly apologize for the miscommunication and any frustration you experienced and hope we can make this up to you in the future. Best, The Ana Luisa Team

Response from Ana LuisaAug 20, 2024

Hi Drizz, Thank you for reaching out! We offer a two-year warranty, at any time throughout the two years of owning your jewelry, you can contact our customer support team and we will resolve this issue for you immediately. After these two years are up, we cannot make any exceptions to replace or refund you for your jewelry! If you want to read more about our warranty, it is available on our website here: https://faq.analuisa.com/do-your-products-come-with-a-warranty-rkH5cdagq Best, The Ana Luisa Team

Response from Ana LuisaAug 20, 2024

Hi Mary, Thank you so much for your feedback! Becoming an AL Luxe member is usually completed during your checkout experience! You'll opt-in from your cart and see your 5% off savings apply right away. Before you check out, you’ll log in or create an account with us to keep track of your orders and subscription. This is most likely what occurred when you accidentally opted into our program. We would be more than happy to refund you for your last two charges since the subscription was unclear to you at the time of purchase. Please reach back out to our customer support team via [email protected] so we can resolve this for you ASAP! We truly apologize for the miscommunication and any frustration you experienced and hope we can make this up to you in the future. Best, The Ana Luisa Team

Response from Ana LuisaAug 21, 2024

Thank you so much for sharing feedback! If you are having any issues with your order, you are more than welcome to utilize our returns window or reach out to our customer support team via [email protected].

Response from Ana LuisaJul 23, 2024

Hi Carson, Thank you so much for your feedback! Becoming an AL Luxe member is usually completed during your checkout experience! You'll opt-in from your cart and see your 5% off savings apply right away. Before you check out, you’ll log in or create an account with us to keep track of your orders and subscription. This is most likely what occurred when you accidentally opted into our program. We just reached out to you via email letting you know we have refunded and canceled your subscription with us since the details of this program were not clear to you during your sign-up. I do not see any prior emails from you, which is why we did not get back and handle this sooner! We truly apologize for the miscommunication and any frustration you experienced and hope we can make this up to you in the future. Best, The Ana Luisa Team