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Tutto Lusso (tutto-lusso.com) has 29 customer reviews on Five Star Index, with an average rating of 1.5 out of 5.
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Joseph V.
Made a £50 order two weeks ago. Estimated delivery was 3-5 working days. So far no sign of the parcel and no updates from Tutto Lusso. They haven't even provided a tracking number. I'd avoid this site and suspect it's being run as a scam.
Response from Tutto LussoJan 31, 2023
Hi Joseph, From what I can see here your order was cancelled - you were sent a notification regarding this via email. Best regards, Tutto Lusso - Customer Service
Racha A.
After a week of placing an order, I emailed them as I didn’t get a shipment update. They didn’t get back to me; refunded me and cancelled my order. Very disappointing. Last time I order from them.
Response from Tutto LussoJan 26, 2023
Hi Racha, Your order was cancelled the same day and you were meant to receive a notification regarding this, our apologies if you didn't. We would also like to apologize for allowing you to order something we didn't have available, this was due to an error on our website we have now fixed. Best regards, Tutto Lusso - Customer Support
JM
I placed an order on 6/1. It's still showing as 'awaiting fulfillment' on the website. I have tried contacting via email and website with no response (23rd and 25th, so allowed now 72 hours). I have tried to contact your registered offices at St Pauls Sq, Liverpool, but this is only a virtual office. I have looked at previous companies associated with the registered shareholder. I am concerned about the money that has been taken from my bank account. Please provide an update. Order number 10124. Update - we were in email conversation on Friday afternoon, and I requested a refund. No refund received, no further communication from Friday afternoon. Update 02/02, 14.00 hrs. Still waiting a response from our brief email exchange on Friday afternoon where you asked if I wanted a refund as you didn't have stock of my size. Friday afternoon I confirmed I wished to have a full refund. No response from Friday afternoon. Update 13/2. Still awaiting refund. They are requesting that I check with my bank, but can provide no evidence of the refund. I would never transfer any money to this company ever again.
Response from Tutto LussoJan 26, 2023
Hi Jon, We have been trying to reach you but it seems there is an issue with your email address. Everytime we try to send you an email it says it's blocked, something do with a domain issue. If you can provide us with an alternative email to reach you on we will get back to you ASAP. Best regards, Tutto Lusso - Customer Service
Stephanie S.
No communication, delivery cancelled which I had to chase. Still waiting on refund
Response from Tutto LussoJan 25, 2023
Hi Stephanie, As per our email to you, your order has been cancelled and you can expect to receive your refund within a week from the day it was processed. If you have any further questions please feel free to contact us. Best regards, Tutto Lusso - Customer Service
Mrs Suzanne F.
I recieved the wrong item firstly, wanted to exchange for the correct pair, they are now out of stock and I am still waiting for return label 3 days later
Response from Tutto LussoJan 25, 2023
Hi Suzanne, We are sorry for the inconvenience with your order, you can expect to receive your return label via email. Best regards, Tutto Lusso - Customer service
Claire F.
Ordered a bag from this website, got an email confirmation but that evening got a refund no explanation or email from company. would not bother using again as very disappointed with lack of communication from company
Response from Tutto LussoJan 23, 2023
Hi Claire, We are sorry to hear about your negative experience with us. We value your business but unfortunately we didn’t have the item you ordered available. Our team is working on resolving issues with stock updates and this should be resolved soon so that you won't be able to place order for anything that has gone out of stock again. Best regards, Tutto Lusso - Customer Service
Justin
So placed an order in good faith paid and waited for confirmation email (still waiting) sent a message on the company website (still waiting) sent 2 more of the same message guess what I’m still waiting. I’ve emailed and that has had the same no response (I’ve now had a response after leaving a review)Now I’ve read the reviews from tutto Lusso and also the company that the payment was taken by i do fear the worst. I will gladly change review my review if indeed I get proved wrong. Order number 10366 if anybody can be bothered to check which I highly doubt as a simple response to my communication has fell on deaf ears. Edit I didn’t get a response until after the review was published. I sent another email this morning requesting a refund that was offered as my order hadn’t been shipped. I didn’t get a reply again and considering the trouble I’ve been experiencing a quick reply would be the least could be done. However I’ve now sorted that out with the bank. Edit In response to your last edit bank sorted the refund because it was seen by them as not you it’s called charge back no email confirming a refund had been issued as stated.
Response from Tutto LussoJan 20, 2023
Hi Justin, We have replied to your two queries you made earlier today about your order, you should receive it on time. Reading your review you would’ve thought you’ve been waiting forever when we replied to you the very same day ! In the future please allow up to 48 hours for a response as we have a small team and receive many queries. If that is not satisfactory to you we are happy to provide a refund as your order has not been sent out yet. Best regards, Tutto Lusso - Customer Support ANYONE READING THIS IF YOU HAVE PLACED AN ORDER, OR WOULD LIKE AN UPDATE PLEASE MESSAGE US AND WAIT FOR A RESPONSE INSTEAD OF CLAIMING YOU’VE BEEN SCAMMED BECAUSE A PERSON YOU DON’T EVEN KNOW SAID SO. PLEASE HAVE SOME DECENCY, WE RECEIVE MANY EMAILS AND CAN’T ALWAYS REPLY IMMEDIATELY ! Edit: We responded prior to your review being published, we did not reply because of your review like you are implying. Although you may have submitted it earlier, it was not published until after our response to your queries. Edit 2: We processed your refund like you requested and you were sent a notification regarding this via email. I’d like to reiterate that if you look at when the review was published and when we replied you will notice that we had already replied prior to it being published. Besides that if you did not see the notification for whatever reason, you were already told previously that you should allow up to 48 hours for a response as we receive many emails so not having received a reply for a query sent this morning doesn’t equate to us not replying. Also what is there to sort with your bank? You asked for a refund and we processed it, very strange.
marko D.
Tutto lusso have refunded me fully after leaving negative review on here....
Response from Tutto LussoJan 19, 2023
Hi Marko, We saw your note requesting to cancel your order if it was going through UK customs, is that still the case or are you happy to go ahead with your order even if it passes through UK customs as your order will pass through UK customs? Please let us know and we apologise for not reaching out to you regarding this like we were meant to. Best regards, Tutto Lusso - Customer Support Edit: If you could also change your review to make it factually accurate that would be much appreciated. If you are unhappy we have no issue with you leaving a low rating as that's our fault but please don't include anything that isn't true.
