Reviews show a mix of strong positives and clear service issues. Many customers praise LuisaViaRoma for competitive pricing, fast delivery and careful packaging, with repeat buyers citing long-term satisfaction. At the same time, several reviewers report high shipping charges, unmet express delivery promises, and problems with warranty handling or unresponsive support. Prospective buyers should weigh reported savings and quick shipments against occasional communication and returns issues; check shipping options and the store’s express/refund policies before purchasing.
Examples from available reviews (Oct 2025 – Feb 2026).
Fast delivery, no duties, and substantial savings on bag purchases.
“Both were delivered amazingly fast and with no duties”
Easy website, fast delivery, well-packaged items and excellent service.
“I had a great shopping experience with LuisaViaRoma.”
Warranty claim denied; recurring leather defects and rejected complaints.
“The complaint was rejected again.”
Order not shipped, inflexible customer service, and lack of solutions.
“Worst customer service I’ve ever experienced.”
Many reviewers report fast deliveries, careful packaging and timely orders, but an equal number describe delays, missed shipments and problematic warranty handling.
Some customers note strong pricing, discounts and duty savings; others complain about high shipping fees, paid express charges not honored, and refused refunds.
Site navigation, checkout and product selection are often praised, while a minority cite unclear delivery information and unmet shipping-time expectations.
Most purchasers say items arrive as described and well packaged; a small number report product defects (e.g., cracked leather) and related warranty disputes.
Some reviews praise helpful customer care, but many more describe unresponsive or robotic replies, bounced emails and poor follow-up on claims.
Overall impressions are split: repeat customers report positive experiences, while a notable minority report delivery failures and unsatisfactory support.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Quotes shortened · As of: February 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 international luxury fashion retailer and e-commerce platform based in Italy, offering designer clothing, bags, shoes and accessories. Shoppers use its website for seasonal sales, brand selection and international shipping. Consumers researching reviews typically look for information about delivery speed, shipping costs, customer service and returns policies.