Luxi Living Pty Ltd Avis 15

Fantastic experience from the beginning to end. Initially purchased a 3x3 manual pergola with a pull down shade wall but traded the shade wall in, with extra payment of course, for a 4x3m pergola. Absolutely fantasic and love the items. People comment on them and can't believe how little we paid. We'll packaged and fairly easy to assemble. Now we are looking at one of thwr folding arm awnings. Can't go wrong 👌

Very good quality product for a good price. ETA sometimes a bit long but worth to wait.

I strongly advise against purchasing from this business due to consistently poor communication and service experienced across both the Brisbane and Melbourne showrooms.

We visited the Brisbane showroom with the intention of purchasing a 4x4m aluminium louvre pergola. Following consultation, we were offered the Baltic 4x4m aluminium louvre pergola, with one unit available locally and an otherwise advised lead time of 12–16 weeks.

We were informed that part of the package was located in Melbourne and would need to be transferred to Brisbane. While in store, the Brisbane store manager advised that he would arrange for the stock to be transferred so it could either be collected or delivered. At no point was it disclosed that any inter-store transfer costs would be charged to us as the customer.

Subsequently, the quote provided included an inter-store freight charge. Inter-store logistics are not the responsibility of the customer; they are a standard operational cost borne by the business to manage stock distribution. This position was explained multiple times to the Brisbane store manager, however it was either not understood or not accepted.

Due to the lack of progress, we contacted the Melbourne showroom directly. The Melbourne representative acknowledged that inter-store transfer costs should not be passed on to the customer and arranged shipment of the missing components to Brisbane at no charge. A tracking number was provided, and my phone number was incorrectly listed as the primary delivery contact.

Delivery subsequently failed on two separate occasions because the Brisbane showroom was unattended during advertised opening hours. As the listed contact, I was contacted by the courier instead of the store. This placed the customer in an entirely inappropriate position of managing internal logistics.

Eventually, delivery was completed. Several weeks later, we received an updated quote from the Brisbane store manager showing zero inter-store freight charges. However, the original 20% promotional discount that applied at the time of our visit had been removed, on the basis that it had since expired — despite the delays being entirely service-related.

I responded requesting that further communication be handled by an alternative contact, such as a General Manager, due to the service failures experienced. This request was refused, and the store manager stated that he would remain the sole point of contact.

Given the standard of service experienced during the pre-sales phase, I have no confidence in this business’s ability to provide reliable post-sales support and therefore chose not to proceed with the purchase.

I purchased a canopy and the delivery took an unreasonably long time due to issues with their shipping company. I was eventually asked to collect the item myself from the depot and was verbally promised compensation for the shipping costs. After hiring a truck and collecting the item, the company refused to compensate me, saying the pickup was my choice. Overall, the experience was unprofessional and dishonest, and the product quality was below expectations

Luxi Living were great to deal with from the moment I walked into their showroom in Moorabbin. Pleasant, knowledgeable and considerate of my pergola requirements. The finished product has been installed by the Luxi Living installers who did an amazing job and also cleaned up after they’d finished. The product works perfectly and I’ve had many compliments so referred Luxi Living on to others. A great team who are professional to work with.

Thanks

Terrible communications. I ordered a Rainier full cassette motorised awning and paid a deposit in October. I paid $590 for delivery, they sent it with one person to deliver a 7m long, 97kg package expecting me (an older woman with a disability) to help. The box was damaged, already marked “returned” on it. This was second week of December.

I sent it back. A week later after much discussion between Luxi Living Melbourne and the carrier, it arrived once again with only one man to get it off the truck.

It’s been almost impossible to get a conversation with anyone. Voicemail, emails, poor response.

Then the product needed extra brackets, their technical department didn’t know what the builder even meant when he asked if they carried the product needed.

The awning itself looks a quality product, but information from the seller on installation is extremely poor. No one seems to know anything about it.

If you can get this awning from another company who also installs them, do that…

We ordered and paid in full for a Baltic Manual Freestanding Louvre Roof Aluminium Pergola on the 20/11/2024 with the understanding that it was roughly a 5 to 7 day delivery as the product was in-stock in their Melbourne warehouse we are now 20 days in and still waiting. The courier company tells me that they only have 1 of the 5 boxes in their Brisbane depot and after many phone calls, emails etc we still can't seem to get a straight answer and no-one ever gets back to me from Luxi with an update. I would just be happy if someone could give me a straight answer or at least contact me.

Fantastic carport/pergola. Great design and look. Fairly simple to construct although the installation instructions can be slightly confusing in some of the steps.
Overall I love our new addition in our pool area and look forward to enjoying it come summer and many more in the future.
Also the staff at Melbourne were extremely friendly and helpful making the experience even better 🙂🙂🙂

We bought the Tuba Extendable table and had a few issues with it after putting it together. On contacting Luxi Living, Ankit was great in assisting with getting a replacement for it and personally came out and not only replaced it, but also put the new table together without any issues.
Love the table!
Highly recommend to use Luxi Living.

I ordered the wifi electric blanket and some how ended up with a different blanket

Great company to deal with. Haven’t yet received item due to transport company but can say Luxi Living does care and I have had numerous conversations with them. From finding a better priced courier to following up as to why the delay. Very easy to communicate with.

Great patio screen covering car from the sun. However, it’s a bit hard to pull the mechanism is awkward but overall it does the job.

it was a very good choice the only problem was the bolts that wouldn't fit easily. I purchase some from bunnings and all good.

My question about the electric blanket was answered quickly and the whole process from the moment of purchase to pick up ran smoothly and efficiently! Also great product! Love it 😃❤️