LUTHER MELBOURNE Avis 188

They were very helpful when I had a problem with my product. They shipped a replacement out immediately no questions asked. 10/10 service.

The worst customer service. I purchased a third pair of trackies from this brand because I loved their original stock. However, after their restock, they completely changed the style and fit. The new version was much bigger, wider, and far less flattering. It also lost the barrel leg look and became a boring, traditional straight leg style.

At first, I thought it was a manufacturing fault. The company later sent out an email admitting the restock didn’t meet their standards, so I assumed it was a one off issue. I returned the item for an exchange in the same size I had previously purchased without any problems, paying $25 to send it back. Unfortunately, I received the exact same pair again.

By this point, I was extremely frustrated. I had removed the tags only because I was assured I would receive the original version, yet I was sent the same redesigned pair that looks nothing like the original style. It felt like a complete waste of money, particularly as I had purchased two different colours.

When I requested a refund, I was told I would need to send the item back again with the tags attached. This was unreasonable given the product had been updated and changed from its original design without proper notification to customers prior to purchase. In situations like this, ACCC consumer guarantees apply, and I would have expected better understanding of these obligations from a business operating in this space.

Overall, this was the worst customer assistance I’ve experienced. There was no understanding or accountability. I will not be purchasing from them again. Buyer beware, their products have changed.

I want to start with the only positive which is the garments we’ve now received as the exchange are beautiful but to get the exchange within their 30 day policy was an absolute ride of constant emails me having to show them that ACCC’s regulations just so that I could get an exchange for an item that they deemed faulty in writing to me. I still have this email if you need to see it.
You try so hard to support local businesses and then they make it so difficult to exchange an item they deemed faulty by their supplier and was exchanged within their 30day policy.

Then we had to wait weeks for the new items in exchange. It’s a shame, because they’re Melb based and I love that!! But given my experience I’ll never refer anyone to them again.

Great customer service and good help! Product is perfect.

I made an order for some items part of their Black Friday sale. Shortly after receiving confirmation I wanted to order some more things and reached out to the customer service team if they could add an item to the original order to avoid paying shipping twice on two separate orders. I received an email back from a staff member named Lucy who added the extra item to my original order and provided the new invoice. Their service was quick and efficient and a relief for myself as a returning customer. Love the quality of their clothes with the customer service to match!

Great products, ordered the baggy trackies and the fit is perfect, their blank tracksuits are great. Customer service was very helpful and supportive. Overall amazing

Great customer service and fix up after an exchange went wrong but sorted out in the end
Great quality clothing on the smaller size tho so size up
Very quick delivery

Outstanding customer service and flexibility with an item exchange.

Lucy was an absolute pleasure to speak to and assisted me with my queries.

Lucy, part of the customer service team, has amazing service and assisted me with returns, exchanges of size, and refunds, making my experience smooth and seamless. I love the Luther collections' amazing quality goods. Could not recommend it more, just limit the amount you wash dark colours and read the washing care carefully, as I follow the instructions, but my dark colours have faded quite a bit :(. Overall amazing company and even better customer service

I got my order wrong and there communications team on email did extremely well replying very quickly answering my questions and overall making my experience easy and fast!

10/10 service and product. Highly recommend

It fit well and looks good, it’s thick and warm.
The only detrimental problem is the fleece falls out and sticks to all clothing and sheds everywhere.

Ordered a charcoal track set (jumper & bottoms) and they sent me a black pair of bottoms. Contacted them about the mix up and sent in photos to prove they were different colour. Had Lucy tell me they were the same colour. What a dodgy run store. Don’t buy from here.

Terrible customer service, they don’t reply to emails!! I have tried to commence the return process and on their system it doesn’t show my items as being delivered, so there is no way to initiate a return. I tried to contact them immediately after my order to update my shipping address, they did not reply nor action my request. Sizing is off. So many other similar companies that have a much easier/positive shopping experience.

Great cut of hoodie!! Love the cut and also the material. I wont need another layer since the hoodie alrd makes me warm enough. Great customer service, easy to order and very smooth delivery. Keep it up Luther Melbourne!

Sooo much love for your company loveee the trackie sets i cant wait to buy another colour of the set 😍😍

Hoodie seems super cosy! They’re 100% cotton and even after a wash, I still find that it’s leaving lint across my clothes which is not my preference. Hopefully with more wear and a lint shaver we can curb this, because I love the cut of the hoodie. It’s nice to get a hoodie that fits my loooooong arms and also my shorter torso! And I’m so glad I bought it locally.

Fitted perfectly and shipped extremely quickly

Great customer service and quick response time to my questions. Thanks for your help guys.

Easy to shop and order, came within a few days. Amazing quality and fit. Best streetwear I’ve ever come across.