Marina C.
Worst customer service in a long time
Worst customer service in a long time! I ordered some supplements for my dog on the 22nd January. On the 23rd I received confirmation email with the tracking number. I kept checking tracking, but Royal mail was still expecting the parcel several days later. I wrote to support to ask what had happened to my order. Stacy responded by apologising & we said it was in transit. Over the following days, I sent further emails as tracking showed it hadn’t been received by Royal Mail, only to be told by Stacy my query had been escalated. Eventually, I wrote to cancel the order & request a refund only to get a response, saying the order had returned to Lumiqour as undeliverable because the address was incomplete. That was a complete fabrication because tracking showed it still hasn’t been received by Royal Mail. I refused to repeat my address as I knew they had the correct details & requested a refund. My request was denied because Stacy said the order could not be cancelled as it was in transit. This was after I told her that I would not repeat my address as I didn’t want the product as I wanted a refund. I advised her if they did send out the parcel I would refuse delivery & ask for it to be returned to sender. Stacy ignored my request for a refund & the product was finally dispatched nearly 4 weeks after I paid for it. I have sent copies of all the emails to my bank to request a charge back. I do not want the products. Furthermore, I shall be complaining to Facebook because this company should not be allowed to advertise as they clearly mislead their customers with their dishonesty
Response from LumiqourMar 1, 2026
Hi, we are truly sorry to read about your experience and we want you to know that we take everything you have shared extremely seriously. We completely understand your frustration and we sincerely apologize for the way this has been handled at every stage. The experience you have described is absolutely not the standard we hold ourselves to and we are deeply sorry that you have been left feeling misled and unheard throughout this process. A senior member of our team has already been made aware of your case and will be reaching out to you directly and urgently to ensure that this is fully and properly resolved, including a thorough review of all correspondence and the refund you have requested. We truly appreciate your patience and we are committed to making this right! 🐾 Sarah, Lumiqour Customer Care