Reviews show a clear split: many shoppers praise the selection, pricing, and fast delivery, while others repeatedly complain about returns, refunds, and customer support. Positive comments often mention the mobile app, seasonal discounts, and quick shipping. Negative reviews focus on denied refunds, hard-to-manage returns, and items arriving damaged or worn. Some buyers also point to shipping fees and delayed dispatch as added frustrations.
Examples from available reviews (Oct 2025 – Mar 2026).
Returns were difficult and customer service was unhelpful.
“Never EVER order from this company unless you are sure you will not return your item.”
Faulty shoes claimed; product control denied manufacturing fault and refund.
“did not approve my refund..”
Reviewer praises selection and fast delivery from the store.
“Favorite online store ever!”
Wide brand selection and appealing seasonal discounts.
“Wide range of brands and great seasonal discounts 💫”
Multiple reviews describe refunds being denied and returns going poorly. Several customers say their orders were put under investigation, refunds went missing, or returns were held without a clear outcome. A smaller group praises quick, helpful service from long-term staff.
Positive reviews point to competitive pricing, seasonal discounts, and savings on designer items. Some customers say high shipping charges and disputes over express fees reduce the value. Complaints about shipping costs show up across different markets, not just as a one-off.
Customers often describe the website and app as easy and convenient to shop on. Many also mention fast delivery, neat packaging, and clear product presentation. A minority report delayed dispatch and missed delivery windows that disrupted travel plans.
Several reviews say items arrived worn, defective, or damaged, and that warranty claims were rejected. Other shoppers report good quality, careful packaging, and on-time delivery. Negative feedback repeatedly mentions recurring leather defects and complaints being turned down.
Customers describe support as unresponsive and say replies feel formulaic or copy-pasted. Multiple reviewers mention missing shipping notifications and slow responses after payment. Others report the reverse: proactive delivery updates and reachable support from experienced staff.
Reviews are sharply split between five-star praise for easy shopping and one-star complaints about what happens after purchase. Positive experiences focus on selection and speed, while negative ones center on refunds, returns, and poor customer support. This gap drives the reputation customers describe.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Quotes shortened · As of: March 2026
Faulty shoes claimed; product control denied manufacturing fault and refund.
“did not approve my refund..”
Faulty shoes claimed; product control denied manufacturing fault and refund.
“did not approve my refund..”
Complex exchange and refund dispute over loyalty credits and refunds.
“I feel betrayed and this is not a transparent and justifiable practice.”
Complex exchange and refund dispute over loyalty credits and refunds.
“I feel betrayed and this is not a transparent and justifiable practice.”
Reviewer says products are nice and priced well.
“Nice products in the best price.”
Reviewer says products are nice and priced well.
“Nice products in the best price.”
Defective hat, poor returns handling, and unresponsive customer service.
“They have my money and they have the returned goods”
Defective hat, poor returns handling, and unresponsive customer service.
“They have my money and they have the returned goods”
Repeat customer experienced great service and delivery updates.
“kept with updates when being delivered”
Repeat customer experienced great service and delivery updates.
“kept with updates when being delivered”
Returned defective shoes but refund pending and under investigation.
“So I don’t have the shoes or my money.”
Returned defective shoes but refund pending and under investigation.
“So I don’t have the shoes or my money.”
Reviewer praises good prices and clothing selection.
“Nice price and good clothing”
Reviewer praises good prices and clothing selection.
“Nice price and good clothing”
Received possibly worn shoes; unresponsive and unprofessional customer service.
“shoes seems to be worn.”
Received possibly worn shoes; unresponsive and unprofessional customer service.
“shoes seems to be worn.”
Short positive review praising the site as excellent.
“Top site, excellent”
Short positive review praising the site as excellent.
“Top site, excellent”
Reviewer states the experience was really good.
“Really good”
Reviewer states the experience was really good.
“Really good”
Reviewer calls it their favorite store with fast delivery and selection.
“Favorite online store ever! Good selections, fast delivery”
Reviewer praises selection and fast delivery from the store.
“Favorite online store ever!”
Express delivery charged but service was delayed and slow.
“Exorbitant £22 ‘express delivery’ charge to the UK”
Order experienced delayed dispatch and slow non-express shipping.
“WILL NOT BE ORDERING FROM THEM AGAIN!”
Excellent experience with fast delivery and smooth refunds.
“Everything arrived perfectly and as described.”
Excellent experience with fast delivery and smooth refund handling.
“Excellent experience with Luisaviaroma.”
Company insists on voucher instead of refund, causing frustration.
“doesn't want to process refund but insists on giving me a voucher.”
Company refused refund and repeatedly offered a voucher instead.
“doesn't want to process refund but insists on giving me a voucher.”
Order delayed and not shipped in time, risking vacation plans.
“my order still hasn’t been shipped.”
Order delayed repeatedly and likely won't arrive before vacation.
“my order still hasn’t been shipped.”
Returns process difficult and unhelpful, reviewer fears refund won't arrive.
“They are so unhelpful and keep asking me to take photos of barcodes”
Returns were difficult and customer service was unhelpful.
“Never EVER order from this company unless you are sure you will not return your item.”
Sale selection limited and shipping delayed with poor communication.
“the item was shipped five days after my order, without any prior notification.”
Limited sale selection and delayed shipping with poor communication.
“the lack of communication was disappointing.”
Order not dispatched and customer service provided only generic replies.
“I keep receiving copy & paste answers from „customer service“”
Order not shipped and customer service was unhelpful and unresponsive.
“Customer Service inexistent”
Reviewer praises the shopping app as the best.
“Best shop app”
Reviewer says the shopping app is the best.
“Best shop app”
Reviewer reports a great experience.
“Great experience”
Reviewer reports a great overall experience.
“Great experience”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
LuisaViaRoma is an online luxury fashion retailer based in Florence, selling designer clothing, footwear, bags, and accessories. It runs an e-commerce website and a dedicated mobile app for customers worldwide. The site promotes seasonal sales and carries a broad mix of international designer brands. LuisaViaRoma ships internationally to multiple countries and shows product details, images, and sizing information on each product page.