Lusso Baby

Staff are very friendly and helpful... The store looks a bit larger than the one in Vancouver but still not large enough to have everything in store... When they have your itemd in warehouse, they accept to ship it to your place or to a store to pickup. Having said that, it may take [very!] long. There are free parking spots. There's a small toys section if you need to keep yours entertained for a while. Also has a fairly good washroom and changing pad (I don't think it's wheelchair friendly though).
8 years ago (11-10-2017)

So furious! I ordered a crib mattress 20days before my due date, they said it takes for 10days to 11days to be there but its past for 27days and baby was born a week ago and I am still waiting for a month in total. They have never sent me any phone call or emails, I had to call them few times.
8 years ago (02-11-2017)

Took over a month to get order! Their website is full of items they do not have in stock. And you do not know about it until the next day after purchase. If you can not wait, they deny to get a refund. Terrible delay in customer service and shipping items out. Would never buy from them again and would never recommend this company to anyone. Worst experience ever.
8 years ago (06-06-2017)

I'm a first time mom and have a hard time shopping for items even after researching them as I become overwhelmed. I went into lusso and met with katrinna who immediately started making suggestions about what she recommended and even gave me her email address so that she could further research items fo me for when I came in next. I felt absolutely comfortable and fortunate to have such great customer service from her! She has gone above and beyond in helping an anxious mom to be be more comfortable about the products that I am buying for my baby.
8 years ago (01-05-2017)

• No gift receipts. • Purchased items not removed from gift registry. • Long delays in issuing tracking numbers. • Lusso Baby CSRs misinformed/apathetic. • Errors in shipping (shipped to wrong address). I should have read these reviews before ordering from them. I ordered a few things online from my colleague’s registry for her as a gift. Unfortunately they do not have a way of sending a gift receipt for an online purchase even though it’s a gift. Also, I had purchased items from my colleague’s registry but the items were not removed. I had to contact Alannah Berridge Cecener, the Customer Experience and Operations Manager to have the items manually removed. This was an issue as my colleague already received duplicate gifts and other reviews indicated the same problem. Everything I ordered was in stock but it had been over a week since I’ve placed my order and I still haven’t received a tracking number. I contacted Allanah again and she said it was just shipped. She assured me that I would receive my tracking number by the end of the day or the next morning. Three days go by, I finally receive a delivery notice for the package from Canada Post NOT from Lusso Baby that the package had arrived. I called my colleague who lives in Vancouver to confirm whether or not she had received the package and she said no. The tracking confirmation clearly said the package was delivered to North Vancouver and not Vancouver where she lived. On Saturday, I immediately called Lusso Baby and spoke to Britney at the North Vancouver Store. I asked her where the package was sent and she blindly told me the billing address which I informed her was the billing address and not shipping address. Then, she told me it was shipped to the shipping address I provided. I told her to look at the tracking where it said it was shipped to North Vancouver and not the Vancouver address I have provided. She then said she would look into this and call me back in the same day. She did not call me back. On Sunday, I called Britney again and she said that the online customer service team would not be in until Monday, “We will definitely give you a call on Monday”. No call on Monday or Tuesday. On Wednesday, I called them again but Britney was off. I had to repeat myself again as none of the follow up was noted on file. She said she would definitely pass this on to the online customer service team and I’ll be receiving a call in a few minutes. No one called me. Next day, I finally receive an email from Allanah again where she tells me my order was actually split into two shipments. She had actually said, “The good thing is that only one item was part of that shipment.” By this time around, it has been three weeks since I’ve placed the order and after numerous phone calls and email correspondences, they tell me that there is actually a second shipment and provide me the tracking number this late.
8 years ago (17-04-2017)