We are truly sorry to read your words and we fully understand your frustration.
However, we would like to point out that the product you purchased was clearly marked as a PRE-ORDER, with an expected waiting time that, unfortunately, extended beyond our initial estimates. We sincerely apologize for this delay.
That said, we have never hidden the situation: we kept all pre-order customers updated by sharing videos, photos, and technical details about the production stages and the unexpected issues we encountered. Transparency is a core value for us.
We are confident that once the product is delivered, you’ll be pleasantly surprised by its exceptional quality, and the wait will have been worth it.
We also hope you might consider updating your review once you’ve received it.
AN
Anonymous
I pre-ordered an item in November with…
I pre-ordered an item in November with an expected shipping date of December 2024. After December came and went with no updates, I reached out multiple times via email and received no response. Eventually, I was told there were production issues and the new estimated ship date was January 2025.
Again, there were no further updates until February. When I expressed my frustration with the lack of communication, I was met with a dismissive and unprofessional response — I was told it was my fault for “not understanding what I was purchasing.” The company took no accountability, instead blaming me and vaguely citing production issues as being “out of their control.”
From March to April, I heard nothing. I honestly forgot about the order until I finally received a shipping update recently. The item is supposedly on its way now, but after this experience, I will never purchase from this company again.
It typically took 3–4 emails just to get a single reply. Customer service was extremely poor, and their refusal to accept any responsibility was shocking. I’m a pretty laid-back person and have never felt compelled to leave a review—positive or negative—but this was just that bad. Being blamed for the company’s failure to communicate was incredibly disappointing.
Buying from this company feels like a gamble. You pay upfront, then cross your fingers you’ll actually receive your order, and hope you won’t have to fight to get any answers. I strongly advise others to steer clear.
Response from SerafinoluxuryApr 15, 2025
We are truly sorry to read your words and we fully understand your frustration.
However, we would like to point out that the product you purchased was clearly marked as a PRE-ORDER, with an expected waiting time that, unfortunately, extended beyond our initial estimates. We sincerely apologize for this delay.
Furthermore, we never intended to place the blame on you — our explanation was misunderstood. We fully take responsibility for the situation. In fact, all of our customers, including yourself, will receive a 20% partial refund as a gesture of apology.
What we meant to explain is that the delay was caused by our supplier, who initially guaranteed us a maximum production time of 45 days.
That said, we have never hidden the situation: we kept all pre-order customers updated by sharing videos, photos, and technical details about the production stages and the unexpected issues we encountered. Transparency is a core value for us.
We are confident that once the product is delivered, you’ll be pleasantly surprised by its exceptional quality, and the wait will have been worth it.
We also hope you might consider updating your review once you’ve received it.
SV
SV
The order was delayed for months
The order was delayed for months. Pathetic customer service. Despite asking to cancel and refund they still shipped me the product about about a 5 month delay. Absolutely untrustworthy company and you should not consider buying from them
Response from SerafinoluxuryApr 15, 2025
We are truly sorry to read your words and we fully understand your frustration.
However, we would like to point out that the product you purchased was clearly marked as a PRE-ORDER, with an expected waiting time that, unfortunately, extended beyond our initial estimates. We sincerely apologize for this delay.
That said, we have never hidden the situation: we kept all pre-order customers updated by sharing videos, photos, and technical details about the production stages and the unexpected issues we encountered. Transparency is a core value for us.
We are confident that once the product is delivered, you’ll be pleasantly surprised by its exceptional quality, and the wait will have been worth it.
We also hope you might consider updating your review once you’ve received it.
D
将則 大.
The shipment is toooo late.
The shipment is toooo late.
Response from SerafinoluxuryOct 19, 2025
The slow shipping is because you bought on PRE-ORDER, so the products were in production. Today, for Japan in particular, we have a very fast shipping channel. We have all products in stock and they are delivered in 5 days.
IR
Ignacio R.
I didn't receive my product and…
I didn't receive my product and customer service is not responding
Response from SerafinoluxuryApr 11, 2025
Dear Ignacio,
You placed a total of five orders on our website. Four out of five have been successfully delivered, and you’ve never reported any complaints regarding them.
The only item still pending is the ELEMIAH 46mm, which was a pre-order at the time of purchase. After a slight delay, we're happy to inform you that it has now been shipped and is on its way.
You can expect delivery within the next 4–5 business days.
Please don’t hesitate to reach out if you have any questions – we're here to help.
