Luxoliving Reviews 

Dondon Pawid has been the best customer service rep I’ve ever encountered. He deserves praise in all his efforts, hence, the 5 star! He is just a superstar in his field of work. I thank him for his follow ups, constant communication and generally his help. Best service ever!

I spent over $3,000 expecting premium outdoor furniture, based on Luxo Living’s advertising. Instead, I received furniture that arrived with multiple defects and has been one of the worst retail experiences I’ve ever had.

The armchairs and sofas arrived cracked. Multiple components require replacement. The back cushions are nowhere near as full as advertised, measuring only around 5 to 7 cm thick instead of looking anything like the advertised 20 cm appearance. The seat cushions are so firm that they feel like sitting on timber, despite the product being marketed as having “indulgently soft cushions for a resort-quality outdoor experience” where you can “sink into deep, plush ergonomic cushions.”

The biggest disappointment wasn’t just the product quality, it was the customer service. Rather than taking responsibility and resolving the issues promptly, I was repeatedly asked about original packaging long after I had explained that no reasonable customer keeps packaging for multiple two-metre outdoor sofas. The proposed solutions placed the inconvenience back on me, despite the furniture arriving defective.

Weeks of emails achieved very little. I offered several reasonable solutions, including a partial refund and replacement of the damaged components, but instead spent countless hours chasing responses and trying to obtain a fair outcome.

My experience has left me feeling that the advertising significantly overstates the comfort and quality of the product I actually received. I purchased what was presented as luxury furniture and instead received damaged, uncomfortable furniture together with an exhausting customer service process.

They’re unable to replace the broken timbers until November and have offered no solution for the cheap and nasty cushions.

My package was also delayed multiple times which adds to the disappointment.

I would strongly encourage prospective buyers to spend their hard earned dollars elsewhere.

** UPDATE FOLLOWING LUXO LIVING’S RESPONSE:

I have unexpectedly received replacement parts for the cracked furniture TODAY, without any notice that they were being sent. I am genuinely grateful that these parts have finally been supplied.

What is confusing is that throughout this process I was repeatedly told that the replacement parts were not available until November. They have now suddenly arrived in August, without any explanation or even notification that they had become available. Given what I had been told previously, I am unsure how replacement parts that supposedly could not be supplied until November were suddenly able to be sent immediately.

I also strongly dispute Luxo Living’s comments regarding the cushions.

Their response attempts to characterise my complaint as a matter of personal “comfort preference”. That is simply not what my complaint is about.

The product was advertised using wording that suggested you could “sink into deep, plush ergonomic cushions”. The cushions supplied with my furniture are extremely firm and do not compress at ALL. The seat effectively does not move when you sit on it. In my experience, there is no reasonable way these cushions could be described as something you can “sink into”.

Luxo Living states that “no manufacturing defect was identified”. However, nobody has physically inspected the cushions, nobody has measured their thickness, nobody has assessed their foam density or compression, and nobody has compared the cushions I received against the actual advertised specifications.

So I am unclear how Luxo Living can definitively state that the cushions are as they should be.

My concern has always been about whether the product supplied matches the product that was advertised, not whether I personally prefer a soft or firm cushion.

I purchased two matching outdoor settings worth more than $4,000. Had the product been accurately represented as having extremely firm cushions that barely compress, rather than cushions you could “sink into”, I could have made an informed decision before purchasing.

I appreciate that the replacement furniture components have now arrived and I am happy to acknowledge that. However, I do not accept Luxo Living rewriting the cushion complaint as simply a matter of personal preference, nor does their response explain how parts I was repeatedly told would not be available until November have suddenly appeared months earlier.

My review remains based on the product I received, the representations made when it was sold, and my actual experience dealing with the company.

Don't buy from this company - it is run by clowns.

We bought a Dante timber bunk bed and couldn't assemble the ladder because the parts were manufactured incorrectly. The dowels on the ladder steps don't line up with the pre-drilled holes in the vertical legs, and the steps are deeper than the side legs - the wrong size timber appears to have been used. I sent Luxo Living photos and video showing both problems and asked for correctly drilled and sized replacement steps and legs.

Their response was to ship an entire replacement bunk bed. Those four ladder parts that were faulty and that we needed - were the only items NOT in the box. Everything else arrived. So we now have a still unassembled bunk bed sitting in my kids room, a box of second bunk bed bits with missing parts, and still no way to assemble the bed we originally bought.

More than a week on, the bed is sitting unusable in our kids' room. I've called the support line and been told someone would contact us immediately, which hasn't happened.

Do not buy furniture from this company.. I purchased a dining table n chairs back in June when it arrived it looked nothing like the colour in the website pictures. I contacted Luxo Living AU for a refund immediately only to be abused by the courier and the furniture treated with no care on pick up. This was 29th June. It is now 20th July and I still have not received my refund of nearly $3000!!!! I have emailed and phoned nearly everyday and keep getting some BS story run around.. I have been severely inconvenienced and cannot purchase any other furniture as I have not had my money returned.. this is unacceptable 😡😡😡😡😡😡

have never left a review like this before, but after this experience I feel other consumers deserve to know what they may be dealing with.

I purchased a Murphy bed from Luxo Living and a cracked panel was discovered during installation. Luxo Living has acknowledged the defect by offering to replace the panel, yet they have refused to reimburse the installation costs that I incurred because of receiving a defective product.

What followed was weeks of excuses instead of accountability. This complaint has been ongoing since 2 July, and every time I responded to one reason for rejecting my claim, a different reason was given. First it was the bed needing to be wall mounted. Then it became the fact the crack was identified during installation. It genuinely felt like the goalposts kept moving in an effort to avoid accepting responsibility.

Even after my complaint was escalated to senior management, the outcome was exactly the same. Weeks of emails, countless hours of my time, and absolutely no willingness to provide a fair resolution.

The most disappointing part wasn’t the defective product—it was the complete lack of accountability afterwards. Mistakes happen, but how a company responds to those mistakes says everything. In my experience, Luxo Living chose excuses over customer service.

I have now been left with no option but to escalate the matter to NSW Fair Trading.

I will never purchase from Luxo Living again, and based on my experience, I would strongly encourage anyone considering buying from this company to think carefully about how they may be treated if something goes wrong with their order.

Michael was so incredibly helpful, very happy with my order. Thankyou Luxo! 🫶🏾

Michael was very helpful, he has been following up my order which was slightly delayed and has been keeping me informed along the way.

Michelle, was able to handle my enquiry with such ease, efficiency and professionalism.

Her bright, bubbly and positive energy are definitely only some of her great attributes, that have left me feeling satisfied with the service I received.

Thank you Michelle for being proactive and finding a quick solution to my problem.

I called regarding my Click & Collect order, and Michael answered the phone. He was fantastic, friendly and kept us informed about when our order would be ready. Great customer service!

Customer service from Gil was superb. I’ve purchased many items from Luxo Living including outdoor furniture and a wine fridge. There was a fault on the wine fridge and it was resolved with no questions. Highly recommend

So understanding , great listener & the best service I’ve received. So professional at doing her job

GIL has been very helpful in helping me with the replacement of my mirror of vanity
And the service was very quick so I am glad that I can use my vanity with full functionality 🙂

I had an excellent experience with Luxo Living, and I would especially like to thank Cherish for her outstanding customer service. She was kind, professional, and incredibly helpful throughout the entire process. She responded promptly to my concerns and ensured that the issue with my order was resolved quickly and efficiently. Thank you, Cherish, for going above and beyond to help. I truly appreciate your support and highly recommend Luxo Living!

Dondon was amazing to deal with, his quick responses and actions with sending a replacement part was great customer service.

Thank you Luxo Living for our beautiful vanities, my daughters love them.

We appreciate the prompt service from Gil in arranging replacement vanity and replacement power cords, the customer service provide is helpful and an easy process. Thankyou.

We will certainly be purchasing more products from Luxo!

Jeff provided outstanding customer service from start to finish. He was professional, friendly, responsive, and genuinely committed to making sure everything was resolved quickly and efficiently. Communication was excellent throughout the process, and nothing was ever too much trouble.

It’s rare to find someone who takes such pride in looking after customers, and Jeff’s prompt action and attention to detail made the entire experience stress-free. I truly appreciate his help and would highly recommend both Jeff and the company to anyone.

Thank you again for the excellent service! 😊

Hazel was able to answer my shipping questions quickly and efficiently.

Her professionalism made the whole interaction as stress free as possible.
Thanks Hazel!

I was on the phone with Michael John Pilotin and he was able to help me with the click and collect of my order to set it up for a different day for collection. He was kind and patient and was able to help me.

Outstanding customer service from start to finish by Jeff. Very Friendly, helpful, and professional. Couldn't be happier with the experience. Highly recommended!"