Luxury Nook website - a warning

Cambridge32

Hello,

Just wanted to post a warning about the company Luxury Nook. My partner ordered a light from their website 6 weeks ago. Payment was taken immediately, with a promise of a 7-10 day delivery time. Fine.

A few weeks later, no delivery, so my partner called. Apparently the supplier was having "production issues" but the light was on its way.
One week later, no light, so called again. This time, "the light was delivered on March 10th." Er, no it wasn't, clearly, otherwise we would have it... The promised same-day callback didn't happen either.
One week later (last week) my partner calls again, and apparently, the light was discontinued before we even ordered it, yet is still for sale today on the Luxury Nook website. We have been promised a refund.

I shall be writing an email of complaint to them this evening. I would strongly advise anybody to steer clear of this website. As yet our refund has not materialised.

Cambridge32

So it seems that the Luxury Nook website has disappeared as of this morning (it was certainly there last night as I called them again regarding my missing refund).
Think I'll contact my credit card company.

vuvuzela

Lots of recent suspicious 5* reviews http://www.trustpilot.co.uk/review/www.luxurynook.co.uk
Definitely contact your CC company today, let them know about the shoddy way you've been treated and get a chargeback started.

Cambridge32

Still waiting for my refund. I really think it is shoddy that I was able to buy a product that had been discontinued, and I still cannot believe that one of their customer service team tried to tell me that the item had already been delivered when that was demonstrably not the case.

Do you by any chance work for Luxury Nook bbkpak?

Cambridge32

vuvuzela wrote: »

Lots of recent suspicious 5* reviews http://www.trustpilot.co.uk/review/www.luxurynook.co.uk
Definitely contact your CC company today, let them know about the shoddy way you've been treated and get a chargeback started.

Good spot, I saw those questionable reviews when I first started concerned about my purchase and Googled "Luxury Nook".

Cambridge32

Finally got my refund this morning so that's great news.

bloss0m

Company reps need permission to post on here

Former_MSE_Andrea

Luxury Nook has asked us to post a response on its behalf. MSE doesn't endorse anything a company says on the forum.

Dear Cambridge 32,

I am the Operations Manager at Luxury Nook and this thread has been brought to my attention. We are constantly looking at customer feedback to continually improve all areas of our business

We do pride ourselves on our customer service and due to the time it has taken to receive your refund I can only apologise for the delay and assure you this is not our normal practice

In regards to the item you ordered, we stock the majority of our items ourselves but our light orders are drop shipped by our suppliers and we rely on their stock information to keep our site up to date. We are currently working through their items to make sure items that are ordered are in stock and available for quick dispatch.

Thanks again for your feedback and again, we offer our sincere apologies for the delay with the refund and the service you have received

Kind Regards
The Luxury Nook Team