luxlens.com Reviews 

Still not received my order.
No tracking provided and seller not responding at all. I’ll have to claim my money back

Glasses arrived faulty. Still awaiting a replacement over a month later. Really not ideal

Fantastic quality great service 👏

Absolutely love my new Mui Mui sunglasses. So glad I found this website!
Amazing price and fast delivery 🩷

I ordered glasses in November - accidentally ordered sunglasses instead of clear glasses so I returned them as soon as I received them in November. I am yet to receive my refund and have been informed about an “error” with the finance team, and now my last two emails have been completely ignored. I’m starting to feel I have been scammed of my money for these glasses as I am not sure why it has taken over 2 month and I have still not been refunded. Avoid if you can.

Just wow! I love my new Balenciaga sunglasses. They are so gorgeous and perfect!

The company is very effecient and reliable to deliver the items. Very on time and the quality is great and authentic as expected.
Thank you

It fit well and classic. Delivered promptly

Very happy and it’s genuine.

Amazing customer services team

i am trying to return some glasses and costumer service is not getting back to me

Irresponsible service with absent customer support, Royal Mail lost my parcel and Royal Mail have a policy only sender can dispute it. Crib of frames could have easily disputed delivery as I have video evidence item wasn't signed for and left outside of the front door while I was abroad and did not authorise safe space delivery. Customer service offered me 50% off my next order after I paid 315 pounds for parcel that wasn't delivered properly and was stolen from my door step. Irresponsible seller with no understanding it is not customers responsibility to sort things like that out and ridiculous offer of 50% off next order, no one should buy from them with 90% off

I would give 1 star if I could, I placed an order, Royal Mail courier left it outside of my door and signed himself. I was abroad and item was stolen. Crib of frames is meant to investigate but customer service email and phone number is fake/disconnected. I will reporting them for paying for something I didn’t receive.And you do not have pictures of parcel signed by me, I sent you a video of courier signing it himself and proof I was outside of the country you just can’t be bothered to deal with Royal Mail, I logged a complain with them and even they agreed evidence showed I didn’t sign for it so once they review complain status will be updated, PayPal will issue a refund and review you using PayPal in general as a seller…it is sellers responsibility to contact courier who failed to deliver, not mine, useless customer service! It is your job to deliver what I paid for and not for me to chaise Royal Mail, they even have a rule they only receive disputes from sender

I bought Celine Triomphe Metal Gold Sunglasses that are not suitable they are to Big and something about them does not feel right and reading other below reviews they turned out to be Fake as I myself had then checked out in Selfridges’s Yesterday. The frame is NOT metal and the case is completely different to all my other Celine Sunglasses. I have been emailing for a refund and return address but nobody is responding to my requests, nobody is picking up the mobile number. The easy and free returns policy stated on the website is an absolute scam. I have been messaging every day and still don’t have any reply with a free return postage label or return address
It seems they not only sell FAKE sunglasses but do everything possible to on purpose avoiding customers to be able to return items and give refunds. Avoid this company .

These is the worst company I have ever made a purchase with till date I haven’t still received my refund back this is so unprofessional I can’t even reach the company by phone call they they not even responding to my email you guys are scam! Scam!!

Review is based purely upon customer experience and not product quality or authenticity as I never had product professionally verified.

Returns process is difficult and time consuming.

To initiate a return for an exchange or refund, you have to first email support[@]cribofframes.co.uk stating your reason for return and attach images/video of the product. Once they receive this they then send you the next message….

“Please fill out the form attached to this email, enclose it in the package, and return it to the return mailing address below. We recommend using Royal Mail to return the order since this is a PO box address.

Crib Of Frames
PO BOX 2651
Luton
LU3 9JW

Once your request is approved. you can return the item to our warehouse.

Once we receive it, we will process the refund, which usually takes 2-5 working days to return to your account, depending on who you bank with.

I did all of this sending the glasses back on 14th August, Royal Mail couldn’t deliver to this address on Saturday 17th August so retained the glasses until they were collected on 23rd August.

I sent another email asking where my refund was on the 23rd but didn’t realise it would take them 5 working days to collect the glasses from the address they supplied.

The reply to this email on 23 August was “Our finance team is currently processing pending refunds, including yours, which is expected to be completed within 2-5 days. You will receive a confirmation of the refund soon.”

Yesterday 30th August still no refund to my PayPal and my email response this time at 8am was “I have sent a message to our finance team requesting a quick update on your order. Let me get back to you as soon as possible” which I never got a reply after and it’s now the weekend again.

When selling products at a high price point I would expect a much easier a less time consuming returns process, the product has been returned as per your instructions and I’m still for the time being £315 out of pocket.

I’m disappointed I had to write this but I don’t want others to experience the same experience as me.

**********
Update 03 September

Please accept my sincerest apologies for the delay in communicating further steps to you regarding your request. Rest assured that I am actively working on resolving this matter and will promptly provide you with an update as soon as possible. Thank you for your patience and understanding in this regard.

**********
Update 04 September

I extend my sincerest apologies for the delay. I assure you that I will provide the confirmation of your refund within the next 3-4 business days.

**********

10th September - still nothing, Case opened with PayPal now and I will let them recover the money.

**********

14th September - PayPal recover money

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Avoid at all costs, if any company makes its customers have to contact a payment processor to recover money it’s not a good sign and would make me question other elements of the business.

I myself was sceptical of the company however, I took a risky plunge and ordered some Celine Metal Triomphe Sunglasses.

My sunglasses arrived and were counterfeit, after emailing the company with my concerns, they responded with a pack of lies. I took them into Selfridges and they confirmed they were indeed not genuine (Thank you Selfridges).
They felt cheap, the frames are acetate and not metal, there are no labels to state they are authentic, the case did not match against an authentic one I had already purchased from Celine and the writing on the side didn’t match the genuine article.
I then looked into other people’s Trust Pilot reviews a little more closely and you can clearly see that the people doing these 5 star reviews all comment on the same companies.

The following reviews include:
Riley Watson Jewellery
Milky Plant
Fundings4u
Must be some sort of miracle that all these customers shop on the same websites.

They do not provide any returns information on their website and the customer number 07538 794338 goes straight to EE voicemail.

For anyone attempting to send your sunglasses back, this is the returns address:

Po Box 2651
9-11 Dunstable Road
Luton
LU3 9JW

I have contacted Trading standards and a claim via Clearpay through their dispute system and won the case otherwise I would not of received a refund. Alternatively you can go through PayPal dispute or you can contact your bank and they will support you with a fraudulent case. I hope this helps anyone who has recently ordered from this company and are facing issues getting their money back.

Citizens Advice have made me aware they have committed an offence under the Consumer Protection from Unfair Trading Regulations and I am currently taking this company further with them in the hopes it will help others.

To your response below Crib of Frames:
This was the Clearpay dispute in black and white as you clearly can’t remember how many lies you tell.
Status
closed
Date reported
10/08/2024
Description
The customer said that they already have spoken with Trading Standards about this order and they said that the item on this order is fake. The customer is looking to clarify this order so that they can be refunded to the payment that was taken out of this order .
Report Details
Clearpay
10/08/2024 14:16
Additional information from consumer: The customer said that they already have spoken with Trading Standards about this order and they said that the item on this order is fake. The customer is looking to clarify this order so that they can be refunded to the payment that was taken out of this order .
attachment_10_08_2024__14_16_22
attachment_10_08_2024__14_16_22
attachment_10_08_2024__14_16_22
You
15/08/2024 11:28
The dispute has been settled, your order details have been updated to reflect this. If you are due a refund this money will flow back to your preferred payment method within 10 business days.

Very happy with my purchase , there was some issue in delivery of my sunglasses but Sandra from their support team made sure it gets delivered to me in time , would highly recommend them , trust worthy and professional team with a great bargains on sunglasses

Super happy with my purchase! The sunglasses were delivered promptly. Will definitely buy again.