TheluxurydirectReviews of theluxurydirect.com

I ordered a watch that was listed as IN STOCK. Apparently, that was the first joke. It took about 10 days just to get a response. By the time someone finally contacted me, I was told that while preparing the watch for shipment, they discovered a scratch on the sapphire crystal and couldn’t send it. I was then told the watch was on backorder. Maybe that’s exactly what happened. But if you’ve owned sapphire crystal watches for years, that explanation definitely makes you raise an eyebrow. I have watches with sapphire crystals that I’ve worn daily for years—some for over a decade. The cases are scratched. The bracelets are scratched. Some look like they survived a natural disaster. The sapphire crystal? Still looks brand new. Yet somehow, this particular watch managed to develop a scratch on the one part famous for being incredibly difficult to scratch. That got my attention. Then I started reading other reviews, and things got even more interesting. I found multiple customers describing what appears to be the exact same experience: Order the item. Wait. “There’s a scratch.” “Sorry.” Suddenly, it’s on backorder. Same story. More than once. At that point, you start thinking, “Okay… that’s a little strange.” So naturally, I started doing some digging online. Because when a company takes 10 days or more to respond, the item you ordered supposedly develops a mysterious scratch, and then you find other customers describing remarkably similar situations, you eventually start asking questions. I came across someone describing what they believed was the company’s business model: you place an order, and only then do they try to source the item at a price that allows them to make a profit. If they can’t source it at that price, you get the “scratch/backorder” explanation. I have no way of knowing if that’s actually happening. But then I looked at the company’s own advertised shipping times, and that raised another eyebrow. They advertise an average shipping time of around 10 days. I mean… who takes 10 days just to ship an item that was supposedly already in stock? At that point, 10 days starts sounding less like “shipping time” and more like “let’s see if we can locate the watch first.” I’m not saying that’s what they’re doing. I have no way of knowing. But come on. Even AliExpress doesn’t need that much time to get something moving. Meanwhile, the watch was disappearing from other reputable retailers. That’s what really frustrated me. While I was waiting for these guys to figure out what planet my watch was currently orbiting, other reputable retailers sold out of the exact watch I wanted. I could have bought it elsewhere. I could have received it. I could have been wearing it. The only positive thing I can say is that the representative I eventually spoke with was polite and canceled my order without any hassle. He was actually great. Unfortunately, finding him was apparently the final boss. I had to call a few times because nobody was answering. When I finally reached voicemail, I was directed to an AOL email address. An AOL email address. In 2026. For a company selling luxury watches. I honestly checked my calendar. Then I checked it again. I thought maybe my phone had accidentally transported me back to 2004. The company also presents itself as an online-only retailer, yet I came across a review from someone claiming they walked into a store and bought watches in person. I looked up the address listed on the website, and it appears to be associated with a completely different business. Again, I have no way of knowing exactly what the explanation is. Then I started questioning some of the five-star reviews too. I have no way of knowing whether they’re legitimate, but after everything I experienced, I’d definitely recommend reading all the reviews carefully, especially the negative ones. At the end of the day, I got no watch. I wasted a ridiculous amount of time. I missed the opportunity to buy the watch from other reputable retailers while it was still available. If you’re considering ordering from this company, buyer beware. Read the reviews carefully before handing them your money. One star because zero stars wasn’t an option.

I would personally not order anything from this company again. Background: I ordered a pair of Oliver Peoples sunglasses from The Luxury "Direct," at what seemed like a good price. I understand these discount outfits can be a little tricky to deal with, and I accept that. About 10 days after ordering, I received a notice from Shopify that the glasses had been delivered. They had not. When I looked at the shipping data, it showed that package 1 of 2 had been delivered, which makes no sense, as sunglasses, by and large, need only one box. I notified Shop/Shopify, which was a waste of time. I also notified Luxury Direct. I received a somewhat snitty reply that the glasses had not been shipped because shipping takes between 7 and 10 days --and paying to expedite does not actually expedite anything. Nowhere did I see anything on their website about the mholding things for more than a week. I am not saying it is not written there, but not prominently, which is deceptive in my mind. Several days later, I got a message saying there was a "glitch" in shipping and asking if I could send them screenshots of my correspondence with Shopify -- which I could not find, as it seemed to have oddly disappeared from the app. A couple of days later, I got another snippy message saying the order would not be shipped because the supplier sent them glasses that were scratched, and now the glasses are on backorder. I asked them to cancel the order and never heard anything back from them. I think I would be more accepting if I had received any correspondence that was anything other than curt and, basically, rude. Incidentally, I had cancelled a pair of similar glasses from another vendor to order these; now I don't have time to re-order the original ones as I am leaving the States soon. All this has a very sleazy, scammy feel to it. I will not be ordering anything from them again.

I placed an order on July 22, 2026 and still have no communication on delivery or response from numerous email inquiries. Extermely poor customer service with no effort for correct information....it's been a month and no bag, however they have my money. Beware and look at the customer complaints

Worst customer service, most of the time they will not pick up the phone, as well, sending incorrect items, they say 7-10 business days for shipping, I purchased the item 17 business days ago, still not shipped… More and more I believe they are scam, my friend had similar problem where they shipped totally different watch then originally ordered and then they said they didn’t had his watch in stock.

Ordered a pair of Persol 0PO3292S 309/Q8 Transparent Grey/Azure Blue Gradient Unisex Sunglasses on July 1st Waited 10 business days without hearing anything , contacted them and 3 days later was told “Our standard handling time is 7–10 business days, and we make every effort to ship orders within that timeframe. Your order is scheduled to ship by the middle of this week. Once it has been dispatched, you will automatically receive the tracking information. Thank you for your patience and understanding. Thanks & Regards, Maria S.” Then waited again and contacted and was now told “We apologize for the delay. Unfortunately, the frames we had in stock were found to be damaged during our final quality inspection. A replacement shipment is currently on its way to us, and your order is expected to ship out early next week. We sincerely appreciate your patience and understanding.” Waited another week and was told the exact same after another 7 days of wait. Scam company, no proactive customer communicated, no effort to solve issues. Stay away. 22 days after order was placed still no glasses so canceled the order as I prefer to buy elsewhere and don’t want to spent more time dealing with them.

I am beyond frustrated with the experience I've had with TheLuxuryDirect. I purchased a watch from your company and waited over two months for it to arrive. During that entire period, communication was almost nonexistent. I had to call every few days just to try to get an update, and when someone did answer, my calls were repeatedly disconnected without any resolution. After finally receiving the watch following this unreasonable two-month delay, I discovered that it was completely nonfunctional. The watch was dead on arrival—the hands were not moving, and the movement visible through the case back was entirely stopped. I immediately contacted TheLuxuryDirect because the watch was supposedly covered under warranty. I was told by Austyn to hold onto the watch while a return label was being prepared. Despite calling every day, it still took an entire week for your company to provide that label. I then promptly shipped the watch back for repair. You received it within a week, and since then I have received virtually no meaningful updates. For nearly a month after you received the watch, I have continued calling every few days seeking information. Every time I speak with someone, I am given the same vague response—that the watch has been sent to Tissot and that I simply need to wait. No timeline, no status updates, and no accountability. What has pushed this situation from unacceptable to outrageous is what happened today. I requested the serial number associated with my watch and contacted Tissot directly to verify that they had received it. The serial number provided to me by TheLuxuryDirect was: Serial Number Provided: 9X99TER08 Not only could Tissot not locate the watch, but multiple representatives, including managers, confirmed that this serial number was not valid. This raises serious concerns about the information I have been given regarding the status and location of my watch. At this point, I have been waiting months for a watch that arrived broken, spent countless hours chasing updates, been repeatedly ignored or disconnected, and have now been provided information that appears to be false. This entire experience has been extremely disappointing and has completely destroyed my confidence in your company. I expect an immediate explanation regarding the status and location of my watch, clarification regarding the invalid serial number I was given, and a clear resolution to this matter. Enough time has been wasted, and I am no longer willing to accept excuses or indefinite delays. Supporting Documentation Below is one of the emails I received from Austyn regarding this matter: "Hi, We have reached out to our sales representative regarding this situation and are currently awaiting their response. As soon as we hear back and have the available options, we will get back to you right away. In the meantime, please rest assured that your watch is covered under warranty, so there is no need to worry. We appreciate your patience and will keep you updated. Regards, Austyn" What makes this email even more concerning is that when I spoke with Austyn today, I was told the exact opposite. Despite previously assuring me in writing that my watch was covered under warranty, I was informed that the watch is not under warranty and that my money cannot be refunded. These statements directly contradict the written assurances I received. At this point, I feel completely misled. I have spent months waiting for a watch that arrived defective, months trying to get updates, and now I am receiving conflicting information about the warranty and the status of my watch. The invalid serial number that was provided to me only adds to my concerns. As a customer, I no longer know what information I can trust. I do not know whether the issue lies with the handling of my case by this retailer or elsewhere, but my experience has been unacceptable from start to finish. Based on everything I have experienced, I cannot recommend purchasing from TheLuxuryDirect. I would strongly caution potential customers to consider my experience before spending their money here, as I would not want anyone else to go through the same months-long ordeal that I have endured.

I ordered Versace eyeglasses for my wife May 15 2026. I've contacted and emailed Luxury Direct. They communicate back with the 7 to 10 day shipping. I've gotten no information or progress in shipping, or an expected arrival date. Only the 7 to 10 shipping. I haven't yet but I'm about to reverse the payment for the glasses. I'm feeling like Luxury Direct is trying to scam. I've had products shipped faster from China!!! I can drive around America in 7 to 10 days... 6/2/2026

I don’t like ordering from a company that lies about their shipping process. I don’t like feeling like I am getting scammed and that’s how this company is. It should not take almost 4 weeks for my item to arrive that’s supposedly coming from Texas. I will be taking my item to the jeweler to confirm it’s not a fake. The entire process is shady and i would never order from them again. Speaking to their customer service dept they had zero remorse for their extreme shipping delays.