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
MM
Mrs Maya Kumala S.
Still waiting for the order update
I can't really give a full feedback as my order from 16th Jan still not being dispatch. Still waiting for it. I have sent an email on the 19th and also a follow up message from their web today (20th). So, hopefully I can get an update on the next few working days.
However, I am still hopeful that I can get my order soon. The website is easy to use and most of the item priced lower than the market price.
I will update my review once I receive my order.
Update (23rd Jan) : On 21 Jan, the retailer has sent me an email saying that the item has sold out. Currently waiting for the refund
Update (24th Jan) : Refund received
Response from Tutto LussoJan 20, 2023
Hi Maya,
You can expect to receive an update tomorrow.
If you have any further questions please contact us on the same details you did before.
Best regards, Tutto Lusso - Customer Support
JU
Justin
Be very very careful all is not what it seems.
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.
AL
Alex
Great service with reasonably quick …
Great service with reasonably quick delivery.Will use again and recommend to family and friends.
Response from Tutto LussoJan 29, 2023
Hi Alex,
We are glad to hear you had a positive experience and appreciate you sharing this.
If you sign up to our email newsletter you will be the first to hear about our sales or new arrivals, so I’d recommend to sign up if you haven’t yet !
Best regards, Tutto Lusso - Customer Service
MD
marko D.
Got refund after posting negative review
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.
