I was very happy with the quality of the bathroom and kitchen items purchased from Lusso in 2024. When an issue arose in relation to the tap and sink waste, I received an immediate response from Abi... Ver más
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Consulta las opiniones de los clientes
I am very happy with the customer service received from Rachael. I missed my delivery on Friday and requested a new Local pickup point delivery for Monday but the delivery company only delivered one... Ver más
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Communication throughout my dealing with lusso were great going over and above what was asked of them Delivery was on time( the driver was so helpful and even placed my delivery on my driveway )... Ver más
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Jordan Peacock has been a great help. Unfortunately the basin for our vanity unit arrived broken. He was very understanding and managed to source a replacement quickly, even throwing in two handles/k... Ver más
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Información sobre la empresa
Escrito por la empresa
Lusso is a leading lifestyle brand providing luxury bathrooms, furniture, homewares, fixtures and fittings to beautiful homes and aspirational hotels across the world. Since the company was founded in North East England in 2014, it’s gained international acclaim, and become synonymous with exceptional quality, flawless craftsmanship, and our signature style of modern elegance.
Información de contacto
Lusso House, Princeton Drive , TS17 6AJ, Stockton-on-Tees, Reino Unido
- help@lusso.com
- lussostone.com
4,7
Excelente
4 mil opiniones
Ha contestado el 97% de las opiniones negativas
Suele responder en menos de 24 horas
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It is sad to leave a bad review
It is sad to leave a bad review, we made large order from Lusso which include 5 toilets and 4 shower sets, taps. 4 out of the 5 toilets came with seats and cover are different colour to the toilet itself. I brought up my concern and sent images to customer service. They came back to me saying this was as expected and that the seats had a different finish for 'hygiene purposes'.
I am not concerned about the finish, simply that the colours do not match whether polished or matte. All images on the website show the toilets in a monotone colour. The difference in colouring is obvious and nothing like the photos online. I felt the explanation by customer support was flippant and didn't really address the issue.
13 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Lin,
Thank you for taking the time to leave us a review.
With our toilet seat, they are satin-polished in colour to allow for easy cleaning and improved hygiene. We do state this on our website under the specification section on these toilets.
The satin matte finish is designed to work with both the polished and matte however I do appreciate your frustrations. If you are able to reach out to me on the email below I am more than happy to look to address your concerns further.
Kind Regards
James - Customer Service Team Leader
James@Lusso.com
Gemma at Lusso went the extra mile …
Gemma at Lusso went the extra mile to help resolve a design challenge with the curved shower screen i had purchased, with the help of the technical team and Gemma we found a fantastic solution. Thank you
17 de abril de 2026
Opinión espontánea
Helped resolve my issue and amazing…
Helped resolve my issue and amazing communication.
17 de abril de 2026
Opinión espontánea
Lusso provide quality products
Lusso provide quality products. Jordan Peacock has been especially helpful today.
16 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Good Morning,
Thank you for leaving feedback for us.
It's lovely to hear that Jordan has been able to help you so efficiently today.
Helpful, friendly customer service is something we aim for at Lusso so it's great that this has come through with your experience.
If we can help with anything further, please don't hesitate to reach out.
Kind Regards,
Alison
Customer Service Team Leader
Excellent company with high quality customer service.
Excellent company with high quality products and customer service. Had an issue with a shower waste cover and Taylor in customer services was excellent….friendly, understanding, professional and very efficient. Arranged for a new replacement cover within 24 hours.
Mr Holliday
14 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Good Morning,
Thank you so much for taking the time to leave a lovely review.
To hear such lovely feedback for Taylor is amazing and I'll be sure to let her know.
To help quickly in these situations is something we understand is very important.
Please don't hesitate to reach out should you need any further assistance.
Kind Regards,
Alison
Customer Service Team Leader
Ordered with Lusso and our bathroom has…
Ordered with Lusso and our bathroom has since been completed, had an issue with a radiator contacted customer services and had a response from Alison very helpful and responsive problem has been resolved. Would definitely recommend 🌟
15 de abril de 2026
Opinión espontánea
I am very happy with the customer service.
I am very happy with the customer service received from Rachael. I missed my delivery on Friday and requested a new
Local pickup point delivery for Monday but the delivery company only delivered one item and returned the bigger item to LUSSO. That was really frustrating for me but that was on the delivery company NOT LUSSO. I called LUSSO and Racheal sorted it out within minutes. Thank you and I will definitely recommend LUSSO and buy more item as my house is in the process of being renovated.
15 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Good afternoon, Sarah,
Thank you for taking the time to share your experience
It's so lovely to hear that Racheal from our customer service team has been able to assist you in the issue you have faced with the delivery company. Il be sure to pass your feedback to her too!
We wil be happy to assist you more in any future projects so please don't hesitate to reach out again.
Thank you for choosing Lusso!
Kind Regards
Alison
Customer Service Team Leader
Prompt and professional customer service
I was very happy with the quality of the bathroom and kitchen items purchased from Lusso in 2024. When an issue arose in relation to the tap and sink waste, I received an immediate response from Abi in customer service. Within 24 hours a replacement tap lever and waste for the sink was sent out by courier at no charge. Abi’s response was helpful and informative.
15 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Janet,
Thank you for leaving a review. I am pleased to hear that your issue was swiftly resolved and you found Abi's customer service to be excellent.
Please do not hesitate to contact us should you need anything further.
Kind Regards,
James - Customer Service Team Leader
Louise was absolutely brilliant and…
Louise was absolutely brilliant and incredibly helpful.
15 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Steve,
Thank you for leaving a review. I am pleased to hear you found Louise's customer service to be excellent.
Please do not hesitate to contact us should you need anything further.
Kind Regards,
James - Customer Service Team Leader
Great customer service
Jacob was great at helping organise a return for us. I was struggling with uploading photos as part of the process and he helped on our behalf. Thank you so much.
14 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Stuart,
Thank you for leaving a review. I am pleased to hear you found Jacob's customer service to be excellent.
Please do not hesitate to contact us should you need anything further.
Kind Regards,
James - Customer Service Team Leader
Never fail to impress with customer service
As always, Lusso never fails in the customer service department. Friendly, helpful and always there to resolve the issue, I cannot thank Jacob Corner and the Lusso team enough. Well recommended and always there to support after sales. Lusso is a company with my full admiration for how much they value their customers. Never hesitate to recommend them and will be a loyal customer to them moving forward.
15 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Darren,
Thank you for leaving a review. I am pleased to hear you found Jacob's customer service to be excellent.
Please do not hesitate to contact us should you need anything further.
Kind Regards,
James - Customer Service Team Leader
Très satisfaits des produits et de la…
Très satisfaits des produits et de la communication avec le service client. Après un an d'utilisation tout est toujours en parfait état.
3 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Cher Marine,
Merci d'avoir laissé un avis. Nous sommes ravis d'apprendre que vous avez trouvé notre service client excellent.
N'hésitez pas à nous contacter si vous avez besoin de quoi que ce soit.
Cordialement,
James - Responsable du service client
Lusso
Lusso, delivered a cupboard which doesn't appear to be better quality than cupboards half the cost. They also delivered one of my item to the wrong address, despite me ordering multiple items off them using my address. I will not be buying any more items off them!
14 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Good Afternoon Darren,
I’m very sorry that you felt the need to leave a review, and I’d like to take a moment to clarify our discussions so far.
I have been unable to find any previous correspondence regarding an issue with a product you’ve received from us. If you are unhappy with any item, we would always encourage you to contact us directly so we can look into this for you. If we’re not made aware of a problem, we’re unable to resolve it. We are a fair and flexible company and always aim to assist with matters such as this.
We want you, and all of our customers, to be fully satisfied with the products you receive.
In relation to the incorrect address, your previous order was placed over the phone with a member of our sales team, who manually entered the address provided. However, the order with the incorrect address was placed online, where the billing and delivery details are entered by the customer. Unfortunately, we do not have control over the information input for orders placed directly through the website.
Once again, I’m sorry that you’ve not been satisfied with your experience so far. I have already contacted you directly to offer a reasonable resolution regarding the delivery issue.
I look forward to your response via email.
Kind Regards
Alison
Customer Service Team Leader
Great customer service.
Jacob dealt with our issue quickly and efficiently. Once again Lusso has been fantastic at delivering a great customer service. Thank you.
10 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Good Afternoon,
Many thanks for taking the time to leave a review.
It's great to hear that Jacob has been able to assist you so quickly and has been so helpful. Il be sure to pass this over to him.
Thank you for choosing Lusso. We look forward to helping you in the future.
Kind Regards,
Alison,
Customer Service Team Leader
Be careful of misleading stock images
I was very disappointed to find that what was delivered was very different from the advertised photos on the site and even the samples they sent. I wrote in about this but was told I had to pay for the return because it was an issue with my expectations. I have photos of this to corroborate my complaint and have uploaded it on my mumsnet review under the thread: Bathroom refurb Lusso Stone
7 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Eliseus,
Thank you for leaving a review. I have located your order details and will contact you directly to look to resolve this issue.
Kind Regards
James - Customer Service Team Leader
Communication throughout my dealing…
Communication throughout my dealing with lusso were great going over and above what was asked of them
Delivery was on time( the driver was so helpful and even placed my delivery on my driveway ) and packaging was so professional
Quality of my tiles were amazing
Thanks to all the team
19 de marzo de 2026
Opinión espontánea
Respuesta de Lusso Stone
Good afternoon, Kevin,
Thank you so much for taking the time to leave a lovley review.
It's lovely to hear that your experience with the Lusso team has been so positive and that you love the products received too! This is exactly what we aim for, so thank you for this feedback.
Please don't hesitate to reach out again should you need any further assistance
Kind Regards,
Alison
Customer Service Team Leader
Great customer support from Jacob
I had a faulty sink and was helped by Jacob Corner from lusso who was extremely helpful and supportive providing excellent customer service.. thank you Jacob
10 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Cathryn,
Thank you for leaving a review. I am pleased to hear that your issue was swiftly resolved and you found Jacob's customer service to be excellent.
Please do not hesitate to contact us should you need anything further.
Kind Regards,
James - Customer Service Team Leader
Sink plug changed
Jacob (Corner) was super helpful and so easy to deal with. He was very kind and changed 3 of my sink plugs as the underneath had gone horrible and cleaning them seemed to do nothing so without hesistation he sent 3 new ones out. Will 100% recommend.
1 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Mel,
Thank you for leaving a review. I am pleased to hear that your issue was swiftly resolved and you found Jacob's customer service to be excellent.
Please do not hesitate to contact us should you need anything further.
Kind Regards,
James - Customer Service Team Leader
Prompt & helpful response + satisfactory outcome
Abi provided all the information I requested relating to the spare parts needed for my tap, which came promptly - she sorted out my problem and came back to me with a very satisfactory solution. Cannot fault the customer service received.
10 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Dear Tony,
Thank you for leaving a review. I am pleased to hear that your issue was swiftly resolved and you found Abi's customer service to be excellent.
Please do not hesitate to contact us should you need anything further.
Kind Regards,
James - Customer Service Team Leader
Great product and customer service
Great product and customer service
9 de abril de 2026
Opinión espontánea
Respuesta de Lusso Stone
Good afternoon, Laure,
Thank you for taking the time to leave feedback. We really do appricate this.
It's lovely to hear that you like our products as much as our customer service. This is something we take great pride in.
Please don't hesitate to reach out if we can help any further.
Kind Regards,
Alison
Customer Service Team Leader
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