LUISAVIAROMA — Local services in Florence

I have been dealing with an issue for over a month now. This has not been resolved. To date despite being trying very hard to communicate with the customer service individual . Luisa via Roma’s customer service is awful . The phone system is run by people that just email the back office which is run by one man , Cheng. He is unresponsive and unable to respond and address any part of the issue.

I bought a dress which then went on sale , so I repurchased a second version at a cheaper price. Both dresses have all original tag’s and labels on. I returned the second identical dress , as the return for the first dress ( in perfect condition). LVR refuses to refund the difference between the two dresses. Which is approximately $150.00. A substantial amount. This is now 1 month on that I have written and phone over 6 times and to date his response is one email every 6 days. He has not adresssed the situation or finds any kind of resolution . Given that both dresses are the same size, with tags, unworn, it should not matter which version is return given that the return hold the correct pro-forma and paper work for the dress that I would Like to return though their online return system. The original dress is now stuck in the system and I cannot return this, rather as it is showing “return in progress “. I have spent over $100 shipping back and forth for this , which in itself is dreadful and unacceptable. This company really needs to address its service from the ground up in every way. Please LVR make me a happy girl and get someone senior to address this asap as this man is inefficient and personally ruining your...

Repeated problems with delivery and condition of the goods

Dear Luisa via Roma team,

I am contacting you again to express my ongoing concerns about the quality of the clothing you deliver. As a long-time customer of Luisa via Roma, I am disappointed with the recent incidents with my orders.

In my last complaint, I pointed out two pairs of Brunello Cucinelli and Loro Piana pants that were delivered in a dirty condition. At that time I was assured that this was an exception. Unfortunately, today I find that the problems persist.

The Dries van Noten shirt I received today is another example of the lack of care in delivery. I have attached a photo of it to illustrate the situation. In addition, the suit from the same designer I also ordered arrived in an extremely wrinkled condition.

I would like to emphasize that I have been a loyal customer of Luisa via Roma for over ten years and have used many other luxury mail order companies during that time. Unfortunately, I have to say that your shipping service has significantly deteriorated lately and is nowhere near the standard of other providers.

I expect from a reputable company like Luisa via Roma a reasonable quality of the delivered goods and a reliable shipping service. Unfortunately, these expectations have not been met lately.

I urge you to take action to improve the quality of delivery and the condition of the items delivered. As a long-time customer, I deserve such an improvement.

I expect that you will take the necessary steps to resolve...

the food is good and most of the options have a decent price, some on the other hand are on the more expensive side, which seeing the location and decoration you'd assume is okay but at the same time you are on the inside of a retail shop, so it isn't prime real estate either. the quality and quantity of the food served varies per visit, maybe a bit too much sometimes, and the seating arrangement isn't perfect, you can either get a good table on the inside or a slightly uncomfortable couch and coffee table on the outside, great for coffee but terrible for a full meal. the coffee is great, good blend well prepared on a great machine but i have never tried a cup of espresso worth 2.50 euros, and this didn't change at floret. the menu options also change without notice, for example my first time having the fluffy pancakes there was one option available, but the second time there was two or three including a matcha one, that felt and tasted like it was more for instagram than for flavor. also a couple menu items i believe shouldn't be included like the poke bowl, it comes with all the ingredients separate, and no sauce or marinade of any kind, its more of a chirashi without rice, and they only have it in a smoked salmon option, no tuna. overall a good experience, very modern and needed for florence where there is a lack of foodie culture but still needs work, and...