Pure Luxuries London Reviews

Name: Pure Luxuries London
Address: Alston House 611, White Cross Business Park, LANCASTER, Lancashire
Rating: 4.86

4.9 Rating 6,121 Reviews

100 %

of reviewers recommend Pure Luxuries London

4.9

Based on 6,121 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

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Pure Luxuries London 5 star review on 24th December 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The bag was the right colour and size so I was really excited when I opened it....until I realised it had been stored flat and the leather was all crushed on one side of the bag. Had they checked before just posting it out that could have been restored. I wrote to customer services and explained (right size and colour etc) and got a ridiculous reply offering me a bag in a different colour instead, given I had already explained it was the right colour to match wedding outfit.....how was a differing colour ever going to work!!! Disappointed in the level of customer services - seems to me the reply should have been send it back we will sort it out for you. I guess you get what you pay for ...... it was cheap for a leather bag!”

Helpful Report

Hi Dee, Thank you for your feedback. We're very sorry to hear about your experience and the condition in which you received your bag. Your concerns regarding the colour matching your wedding outfit are completely understandable, however, the bag in turn was out of stock this is why our customer support team offered you another colour option. We haven't heard back from you about returning the above item, if you still wish to send the item bag please contact info@pureluxuries.com. Warm regards, Faye

“I received my Tonbridge bag today but was disappointed with the colour and quality -£29 was more than enough to have paid It is never worth the original price of £120. The material is very thin and would question if it is leather , perhaps I misunderstood the description but was expecting a secure middle section to the bag . (Features a fuss-free, spacious central compartment for convenient storage) Sadly I will be returning the bag , a very disappointed customer. On a positive the size was perfect .”

Helpful Report

Dear Ann, Thank you so much for taking the time to provide us with your feedback about Pure Luxuries London. We truly appreciate your honesty and apologise for the disappointment you experienced with the colour and quality of your Tunbridge bag. We sincerely apologise for any confusion caused regarding the description of the bag and the expectation of a secure middle section. We understand that these details are important to you, and we regret that we did not meet your expectations in this regard. We are glad, however, to hear that the size of the bag was perfect for you. At Pure Luxuries London, customer satisfaction is our top priority, and we would love the opportunity to make things right. If you have any suggestions or specific ways in which we can improve, please do not hesitate to let us know. Once again, thank you for sharing your experience with us. We truly value your feedback and hope to have the chance to serve you better in the future. Warm regards, Faye

“This is my third bag from Pure Luxuries. And unlike the other two that I absolutely Love!! This Derwent one is very hard leather and not what I was expecting. It WAS very cheap in the sale and delivered very quickly as normal. Just not very sure if I will use it.”

Helpful Report

Dear Janice, Thank you very much for taking the time to provide us with your feedback on your recent purchase from Pure Luxuries London. We truly appreciate your honesty and value your opinion as a loyal customer. We sincerely apologise that the Derwent bag did not meet your expectations. We understand that the leather on this particular bag was harder than what you were anticipating. Please know that this is not the standard we aim for, and we apologise for any inconvenience caused. We are grateful for your understanding of the discounted price and the timely delivery, despite the disappointment with the product itself. We genuinely want to make things right for you, Janice. In order to rectify the situation, we kindly request your assistance in letting us know how we can improve your experience and ensure your complete satisfaction. Once again, thank you for sharing your thoughts with us. We value your continued support and look forward to serving you better in the future. Best regards, Pure Luxuries London

“The bag I ordered was a totally different shade of pink than the one advertised and I have returned it. It has been over 10 days and still no acknowledgement of its return or a refund. According to the tracking on EVRI it was delivered, so it has been received. Loved their product descriptions, but now question its accuracy and their level of commitment to customer service when items are returned. Still waiting for my refund . . .”

Helpful Report

Hi Kate, Thank you for your review and apologies it was a different shade of pink we will get this investigated when we have more information from you. Please can I ask you to contact us at info@pureluxuries.com with your order to help resolve this matter for you. Thanks, Faye

“I have 4 of your lovely bags and have been very happy with them. But this last one was sent with no paper stuffing inside and it was folded over. That fold line is very noticeable still in my bag. This is bound to happen if it is posted out this way. I can only hope that if I really stuff it full of paper when I’m not using it, I may be able to reduce the mark. I really am disappointed with this problem.”

Helpful Report

Hello Mary, Thank you for your review. I have looked into this further and can see you were in contact with our customer support team regarding this issue. I believe it has now been resolved, again apologies for this to happen. We strive to minimise warehouse space to accommodate more stock. Many thanks, Faye

“Bag arrived squished in plastic very creased couldn't return as lost receipt very disappointed”

Helpful Report

“The Colette Bag in dove grey was sent back straight away. Terribly finishing. Looked so cheap. Their customer service team responded quickly & refund went smoothly.”

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“So overpriced for the product won’t be buying again”

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“Was disappointed no lining no pockets just bare leather does not stand up on own photo very deceiving as handles look longer than actual size.”

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“I bought 'Astley' black Leather Handbag with Order #92108 on 25/10/2023. I'm very disappointed with the quality of the bag. The full price was £69 and with 20% off, I got it for £55.20 but it's not worth the price. My previous purchases were far more quality. I'm keeping it only because I need a couple of small black handbags.”

Helpful Report

“Hi i purchased a bag on the 30th November, i still havent had any correspondence or update on my order. Can you please advise. Regardz Corrine Dunn”

Helpful Report

“The bag could be lovely but it just dosent stay shut even with minimal items inside. Its just not safe and secure enough for me. Such a shame bit easy to see why it is the price it is. I couldn't send it back as i had thrown the original packaging etc. I normally don't have a problem with your bags as i have 3 su h a shame wish i'd gone for the original one i'd looked at now with a zip.”

Helpful Report

Hello Diane. Thank you for your review and I am very sorry for the disappointment caused. If you are not completely satisfied with your order, we offer a free returns service and will be happy to provide a full refund. Please contact info@pureluxuries.com and our customer care team will be happy to assist you return your item. Kind Regards Pure Luxuries Customer Care

“I love my bag which bought for work but the zip broke soon after I bought it. It’s a real shame as apart from that I love it but as I paid a lot for it, I would like it to be a functioning bag with a zip!”

Helpful Report

“Didn’t receive it as bag was cancelled and I was refunded”

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“I paid an extra £2 for my item to be specially gift wrapped and I received a bag and string to do it myself? I could have just used a bag I had myself in that case.”

Helpful Report

Hi, Thanks for the review and feedback. On our website it does refer to it as a gift bag. We are sorry that your expecting in the gift bag - due to parcel carries it would be very hard for this to be kept undamaged as it would mos likely come with defects due to couriers. We are currently in talks with sorting this issue out. Many thanks,

“I am very pleased with the concka rucksack I recently bought from Pure Luxuries. I nearly had to send it back, however, as on arrival I couldn’t unzip the bag. After some time I managed to release the zip and found it had become caught in the lining. I have now trimmed the lining but it was annoying and surely bags should be checked before dispatch?”

Helpful Report

Hello, Thank you for you review and feedback. We are sorry to hear this had happened to you and you had to trim it, this should have been checked before dispatch. Can we ask you to contact info@pureluxuries.com so we can look into this further regarding the design. Many thanks,

“My purchase was refused twice as sage pay said mycard details were suspect even though I had made a couple of purchases with you on the same card”

Helpful Report

Hello Rhonda, Thank you for order and bringing this technical issue to our attention. This is unfortunately something that has cropped up in the past. Your unsuccessful payment may be caused by many factors. One issue might be due to your browser blocking the payment authentication pop up. Therefore, please turn off pop up blocking, or use a different browser. This should prevent further issues during the authentication process - allowing your payment to complete normally. If you experience any further issues please let me know at info@pureluxuries.com where we can help further.

“Bag I paid for looked different inside to the bag I received.”

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“Product not as expected. Never used it.”

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Hello Mohit - thank you for your review. If you are not satisfied with your purchase, we have a free returns policy for unused items. If there is any issue at all - please contact us at info@pureluxuries.com and our customer service team will help you :)

“I ordered two leather wallets, paid and chosed the one day delivery but i recieved my parcel after one week which I find it ridiculous, i sent them an email inquiry about my order why it is taking so long, and they just replied with an apology email letter, Awful amd unacceptable.”

Helpful Report

Pure Luxuries London is rated 4.9 based on 6,121 reviews