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
Easy website, fast delivery, well-packaged items and excellent service.
“I had a great shopping experience with LuisaViaRoma.”
Website and selection were fine but shipping fee was expensive.
“£22 shipping fee is very expensive”
Longtime customer praising product quality, packaging, and timely delivery.
“Good products, packaging and timely delivery.”
Warranty claim denied; recurring leather defects and rejected complaints.
“The complaint was rejected again.”
Poor customer service and unresponsive communication during warranty claim.
“I can’t recommend ordering here at all.”
Fast delivery, no duties, and substantial savings on bag purchases.
“Both were delivered amazingly fast and with no duties”
Reviewer states this is the best online store.
“Best store online”
Order never arrived and customer service emails bounced back.
“Products never arrived and any customer service emails bounceback!”
Positive brief review praising the store and experience.
“All good, very nice store”
Longtime customer praises fast service and helpful support.
“I have always had a great experience, fast and available to meet the client needs.”
Good service, great price, delivery slightly slower than stated.
“Delivery took 4 days, not the 2 stated on their site”
Reviewer praises low prices, large selection, and strong customer care.
“The prices are always better than anywhere else”
Order not shipped yet and delivery cost was €26 despite variety.
“€26 for delivery, order placed 13/8 Order not shipped yet.”
Handbag order not shipped and customer service unresponsive after payment.
“no reply from Customer Service for three days.”
Longtime customer praises helpful customer care and fast shipping.
“I have been a client for more than 15 years.”
Wide brand selection and appealing seasonal discounts.
“Wide range of brands and great seasonal discounts 💫”
Reviewer says products are very good and prices are good.
“Very good .Good prices”
Order not shipped, inflexible customer service, and lack of solutions.
“Worst customer service I’ve ever experienced.”
Reviewer expressed a short positive exclamation 'parfait'.
“parfait !!!”
Paid for express shipping but items weren't shipped and refund refused.
“LVR still refusing refund of Express shipping fee €10 extra”
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.