Shannon C.
Duplicate order fiasco.
UPDATE: Customer Service contacted me this evening and was able to correct the system error. I have been promised a full refund for the duplicate order plus the company is offering a free gift for the the inconvenience and frustration. I now give them 5 stars for customer service. Original review: When I went to place my order, the system locked up and then timed out. I was directed to start over from the beginning. After completing my order, I received an email that 2 orders were placed. I called the hotline number and customer support lines. Each time it would ring twice and then disconnect. I then found the customer service number which said it was available 24/7. I called it 5 times and each time it would ring twice and then disconnect. I find this to be unacceptable if they state they are available 24/7. I have sent 2 emails requesting a cancellation/refund of the 2nd order. Hopefully, they will do the honorable thing and address the duplicate order.
Response from Emlina - Luxury HouseAug 15, 2026
Dear Ms. Shannon Cole, We sincerely apologize for the long wait and the difficulties you experienced when trying to reach our customer support team. We completely understand your frustration, especially regarding the duplicate order. We have promptly contacted you via SMS and email to help resolve the issue, and we’re glad to have received your response. Our bank is currently working to address your request, and we’ll be happy to provide any further assistance or information if you have additional questions. We’re also taking steps to expand our support team as quickly as possible so we can provide faster and more reliable service to our customers. Thank you for your patience and understanding. ❤️