I had a really disappointing experience…
I had a really disappointing experience with Luminity London.
Before my order arrived, I specifically asked whether the item was being drop shipped from China, because the delivery was taking longer than expected. I was told that their headquarters and offices are based in the UK and that every piece is quality inspected before dispatch.
However, the tracking showed the parcel coming directly from China, including airline handover, original airport departure, destination airport arrival, and customs clearance. That did not match the impression I was given about UK inspection and dispatch.
The order itself was also wrong. I ordered one 7 inch / 18 cm white gold bracelet and one 6 inch / 15 cm gold bracelet, but I received two 7 inch white gold bracelets instead. So not only did the delivery raise concerns, the order was not even fulfilled correctly.
On top of that, the bracelets felt cheap and poor quality compared with the premium image advertised. Based on my experience, it did not feel like a properly inspected, high-quality product.
To be fair, I returned the items and did receive a refund, but I should not have had to chase this after receiving the wrong items and tracking that appeared to contradict what I was told.
I would not order again. Be careful and check the tracking, sizing, colour, and quality properly if you buy from them.
Réponse de Luminitylondon
Thank you for taking the time to share your feedback.
We are genuinely sorry that your experience did not meet expectations.
To clarify, while Luminity London is a UK-based company, we work with international manufacturing partners to keep our prices accessible and offer a wider range of products than would otherwise be possible. This allows us to provide jewellery at competitive prices without compromising on design or materials. Regardless of where an item is manufactured, every order is subject to quality control checks, and items are individually inspected for damage, defects, and overall quality before being dispatched.
That said, we fully acknowledge that an error occurred with your order. The incorrect bracelet specifications were sent, and we sincerely apologise for this fulfilment mistake. We understand how frustrating this was, particularly when combined with your concerns regarding the delivery process.
As noted in your review, we accepted the return immediately and provided a full refund. While we appreciate that this does not undo the inconvenience caused, we did our best to resolve the matter once it was brought to our attention.
We value all customer feedback and continuously review our fulfilment and quality control procedures to reduce errors and improve the overall customer experience.
We apologise again for the issues you encountered and thank you for giving us the opportunity to address them.