“It’s very easy to miss this you subscribe for a payed subscription. I think they are scamming people in a smart way very very disgusting of them. Of can you do that to people. The debited money for years without me knowing. Don’t purchase or subscribe because they wil scam you”
“This was such a horrible experience this took 3 weeks to deliver them instantly subscribed me when I brought something and it came smashed after spending £40”
“As you checkout Lux plus has a question where it asks you to join their membership. This is very vague on the checkout page where you need to click some check box just to check out. I wrote them because I saw they were charging me for a membership I didn't want. But they kept my money for an extra month an made it my fault. I didn't even realize I had the reoccurring bill until I was asked for the first payment. This is really bad customer service. I would have ordered from them again, but now never again. Most other businesses don't act this way. See the below.
___________________________________________
Hello,
I don’t want the Luxplus lidmaatschap magazine. I can’t read Dutch and never
knew you would keep billing this. Please cancel this.
I’m not going to pay for this.
____________
Hi
Thank you for your email. I have now canceled your membership with Luxplus. You may continue to use your membership until 2023-05-12 19.00. Completing an order before this expiration date will not reinstate your membership. That said, should you wish to make a purchase after this expiration date, please note that you will need to renew your membership.
Unfortunately, we are unable to issue a refund for any membership fees incurred, if the membership was not cancelled in good time.
Please contact me if you have any further questions.
____________________________
Hi,
Hoping all is well. Can you please make sure your management knows that because I’ve been made to pay for something without clear understanding during the checkout process that I subscribed monthly for a membership and it was not allowed to be corrected and I was made to pay, I find this to be ripping people off and I will never order from this website again. I will be sure to post this experience all over social media where I can talk about how the company doesn’t have clear instructions and is set up to con you into ordering a subscription. Especially, as a non-native Dutch speaker. I order online from many websites regularly that are not in English and this has never happened before because they don’t sneak extra items into your order for membership. I don’t even know how the membership was beneficial.
When people check out, they don’t want all these default additions added to their to purchase and no more than what they ordered, especially when they don’t speak the native language. They should be given the option to click a tick mark if they want to subscribe and a pop up box indicating they have subscribed and will be charged whatever rater per month, instead of your website check out sneaking in a Luxplus subscription by default. The customer should also not be blamed for this mistake and charged 8.95- Euros. Even if you do speak the native language and you are in a rush to check-out and don’ t pay attention, you could find yourself in this situation. This is not a good way for the company to earn some extra money if there is no clarity with this process.
Regards,
A very unsatisfied ex-customer
__________________________
Hello,
When you choose to order on a website it is your own responsibility to translate the page. You also have to accept the terms and conditions yourself before you can proceed to pay. We don't force our customers anything. Your membership is cancelled.
______________________________
Indeed, instead the company makes the checkout vague so that you accidently sign up for things you don't want. These advertisement should not be offered when you are checking out. Other companies makes these offerings on the home page.”
“After all those bad reviews that I read I deceided to return my package. And made sure that I don’t have the stupid membership, since I am also one of those that didn’t know that you agree with having a membership by placing a order. Nonsense. Don’t want anything to do with this company. My package arrived at their company a while ago but I still didn’t got my money (30 euros) back. No answer on my emails either. I already was afraid of this happening. I will spam them with emails and write bad reviews untill they give me my money back. I guess I should take legal action soon too. I regretted ever buying something from them. Such a headache. Please don’t buy stuff from this website, if you’re still not convinced after reading all the bad stuff that happened to other customers.”
“1. Damaged parcel/item
No response to damaged items arrived. How’s that acceptable to send order in paper envelope not even small box. This is personal use item. And i need to present it to someone, how’s that possible to treat customers like low life animals and brush it off saying it’s ok. I don’t know if it was opened before.
Given that there was also issue with delivery on top of that and I’ve got case number to prove that.
2. Bonus
I ordered and membership was deducted. How is that not paid member!?! Membership fee was taken straight away. But bonus was from previous purchase. It states bonus is deducted at point of order. That was my order. I have that bonus from previous order.
I’ve read this carefully before ordering. I contacted customer service as well. Bonus of £5 was showing before I submitted order.
That’s misrepresented.
Because first I was informed it’s not applicable because of 7 days trial. At the same time customer service stating I’m not eligible to 7 days trial and I’m full member. So which one is it then!?! Either I’m full member, then bonus should have been applied - refund that to me. Or I’m eligible to 7 days trial, then refund my membership fee. Which you’re to do according to your own conditions written on website.
3. Membership
First I’ve been told there’s free 7 days membership only then £8.99 is deducted. It doesn’t mention anywhere it’s for new customers only, if that’s the case? It’s not stated anywhere in terms & conditions- I want membership fee refunded.
I’ve reported this matter to complaints Resolver https://www.resolver.co.uk/companies/luxplus-co-uk-complaints
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Luxplus.co.uk is rated "Average" with 2.9 / 5 on Trustpilot
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Luxplus Reviews & Feedback From Real Members
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as you pick & choose which of my query to reply to. My questions were not answered and I’m given conflicting information. My parcel was delivered in unacceptable condition. Membership was deducted unlawfully. And bonus was not applied at order.
And I submitted negative review on following:
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Luxplus Reviews - Read 148 Genuine Customer Reviews |
reviews.io
Not that your company cares given by your brush off customers replies to reviews and unhappy customers - I’ve read same bad service as other customers are experiencing regarding membership fee and damaged parcels, and customer service taking time to reply. You cause more aggravating experience to customers and do not exercise customer rights. I’ve never experienced this attitude. Especially state of damaged parcel was shocking to me. And you just state it’s acceptable. It’s not cheap cosmetics item. It’s high end product. And to send it like that to customer is shameful. What’s more shameful is to say it’s ok after I brought it to your attention. It is NOT ok and acceptable. It’s skin care products. They’re to be delivered intact and hygienically. And I paid for it. I’ve right to receive pristine service and item. And be respected and get positive experience.”
“This company is a total SCAM. Purchased cremes 3 years ago. Got signed up for an unwanted and hidden subscription that was debited from my account multiple times before I discovered it and put an end to it. 3 years later I receive emails to pay 9.95 and they threaten me with incasso. Now received a claim from an incasso to pay around 60 Euro. This is a total scam and they NEED to be shut down!”
“You buy a product from them and automatically without your consent, they sign you up monthly and start charging you a monthly fee. Then you cancel and after 2 years, you get an email saying you didn't pay the subscription and they ask you to pay €9.95 through a link. If you don't pay, they put your name on Collect Masters NL and ask you for a value of € 56.68 and threaten to take you to court.
My recommendation is DO NOT BUY ANYTHING FROM THIS BRAND. Their product is usually cheaper, because they make money by doing corruption schemes, enrolling all brand buyers in their plan and after 1 or 2 years they ask you for money from an unpaid subscription!”
“This is a scam company. It was the worst experience of my life to purchase something from them.
When you purchase a product in their website, they subscribe you without your consent. And then after two years, they email you asking for money for an old subcription that it doesnt exist.
If you ask proof of your subscription they dont send it to you because the subscription doesnt exist. They are trying to scam many many people in the Netherlands.
They put all your data in Collect Masters and this agency starts sending you thousands of emails asking for money.”
“I DO NOT RECOMMEND!!!! I shopped once and then paid £8.99 for a subscription I didn't even want! 2 months later I found out they were taking money from my account. THIEVES!”
“Attention: their business model is to activate direct debit during the first order. Please do not forget to cancel your membership, otherwise, you will be charged each month!”
“Scammers! Takes out monthly fees from members without their awareness. I ordered 1 item and paid 150+ USD for a membership I did not want and did not know I had.”
“Do NOT go with this site. Times like this and they are scamming people of 8.99 a month. Good job i got onto it and stopped my subscription. I believe in calmer and you know what you are doing to people!!!!”
“Very disappointed about customer service
They just cancelled my order because Royal Mail didn’t even tried to deliver it
For reply for my emails I waited 2 weeks
No worth”
“Another scam to get £8.99 pm from us until we notice it disappearing from our accounts! DO NOT order from luxplus unless you want to pay out every month for ever!!! They refuse refunds so be careful.”
“I was one of many who was misled into becoming a 'member'. Regardless of what Luxplus say becoming a member is not clear especially when making a purchase via a mobile. The first I knew of this was a deduction of £8.99 from my bank account. If Luxplus were fair about this they would alert new 'subscribers' when a subscription payment is about to be taken and/or issue a refund if customers did not realise they had unwittingly become 'members'. As they do neither this is clearly a deliberate ploy to gain unsuspecting members and take subscriptions by stealth. From looking at the many poor reviews lots of customers have fallen for this and I wonder how many have paid months of subscriptions without realising. A nice little earner for Luxplus. I wonder what % of their income is from unwanted subscriptions? And how many people really get value from paying over £100 a year to access discount prices?? Someone needs to put a stop to this - eg Trading Standards - so many have been caught by this that it must contravene some law or guideline. And please dont bother replying Luxplus - we know what you are up to”
“I ordered shampoo and one of the bottles was broken, so they apologized and sent med another one free of charge in a matter of days! The customer support is very nice too. Highly recommend.”
“Wat een afzetters. Zogenaamd goedkoop iets aanbieden maar gelijk koppelverkoop om verplicht te worden a Eur 8,95 per maand. Dit is misleidend op en top. Op deze manier is dus weer eens duidelijk geworden wat een slechte concept dit bedrijf voert.
Ik raad niemand aan om hier mee in zee te gaan, want op het verzoek om met onmiddelijke ingang op te zeggen wordt gelezen pas over een maand. Slechte service en is niet mee te communiceren.”
“I only found out I apparently agreed to a paid monthly membership when they pulled £9 from my account a month after my purchase, with absolutely nothing in return for this £9. It's incredibly misleading as they don't make this seem obvious when you place the order. Absolutely not worth placing an order here and risking this! Scammers if you're trying to sneakily rip off customers.”
“A scam site that lure customers to pay for a membership, that costs 89 swedish kronor per month. Their customer service is useless. Avoid! Don’t buy anything there. They are not so cheap.”
