LUXBMX Reviews

Name: LUXBMX
Address: 1 Burke Street, Woolloongabba
Rating: 4.89

4.9 Rating 4,996 Reviews

98 %

of reviewers recommend LUXBMX

4.9

Based on 4,996 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	5 out of 5
Returns & Refunds
Returns Process	Easy

Aaron Madex

Jose Marco Marasigan

Louis Bollwerk

283

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Unfortunately I have ordered 3-4 things from you guys in last year and always paid express postage. 3times you have had to refund my postage and I’ve waited over 2 weeks for all of the orders. Maybe look at offering a higher quality postage and ppl will still more than likely pay. However products have been great. Thanks”

Helpful Report

Posted 1 month ago

Hi Ryan, We are sincerely sorry about the delays with Australia Post Express Post to Western Australia. We can appreciate your frustration and are doing everything we can to ensure the issues are being resolved. With that said, we are constantly working on improving all aspects of our business and truly do appreciate your feedback. Thanks again for your understanding. Ev

Posted 1 month ago

“Customer communication and professionalism not knowing stock or availability”

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Posted 1 year ago

Hi Nathan, I'm sorry for the late response to your review. It's definitely disappointing to hear we let you down. We do pride ourselves on our product knowledge and customer service. In an effort to ensure we can offer a better standard of service to our customers. If you had any spare time, was there anything more specific you can add about your experience? Please email me personally at evan@luxbmx.com I'd like to look into what went wrong and how we let you down. Thanks again for your honest feedback. Ev and the team.

Posted 1 year ago

“It’s been weeks since I bought my bike and still have not received anything 😡”

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Posted 2 years ago

“I bought some items that were in stock on their website only to have them tell me they didn't actually have the stock, was offered a 10% discount on another item although the product I had bought originally was 80% off, in a totally different order my brother bought me some new tires as a birthday present and instead of sending 2.4's like we ordered they sent 2.3's.”

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Posted 2 years ago

“Came very later then estimated”

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Posted 2 years ago

“The box was open and the dig book was a bit bent, could have been 10x better”

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Posted 2 years ago

Hey Jared, Thank you for taking the time to leave a review, we are very sorry to see your book has been slightly bent in transit. I will arrange for another one to be sent out ASAP for you. You can hold onto the damage or even give it out to someone at the skatepark if you would like, thanks for all the support! - Jack

Posted 2 years ago

“I am very unhappy with your product my grandson has only ridden the bike twice.the first time the wheel locked and he had a very bad accident and the second time the chain broke I had a professional bike mechanic repair the bike so he has not been able to ride the bike he is very very upset and frustrated so I’m hoping you could write him a letter of apology for all the upset”

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Posted 2 years ago

Hey Nathan, Thank you for taking the time to leave us a review, we are very sorry to hear this has happened. We hate seeing people upset, hopefully, your grandson is okay after his accident. I have just sent you an email directly regarding the bike, to see exactly what went wrong. However, I will get LUXBMX care packaged organized today and sent out express for your grandson. Massive thank you for your patience with the situation. - Jack

Posted 2 years ago

“The bike had a fucked back wheel and my son friend father had to fix’s it not happy one bit with how much we spent”

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Posted 2 years ago

Hi Lynda, That is very disappointing to hear you have had a bad experience with the bike. If you can send an email with as much detail as possible to help@luxbmx.com, the customer service team will do everything they can to help you out. Ev

Posted 2 years ago

“Once again guyz my order was dispatched without having the spokes cut to length, I’ve tried calling, emailing & even supplying all the correct information on orders. Not sure how else we can get the guyz to actually read the notes on the order to ensure directions are followed. We love U guyz but it’s does at to customer delays when orders arrive incorrectly & holds us up from Building wheels for customers. We hope our next order comes in as orders. Please note I did return the last order today. Let me know once u guyz get it back. Many thanks & we will stay loyal as I’m sure this is just a small glitch. 🙏”

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Posted 2 years ago

Hey Paul, We are certainly bummed that we have dropped the ball and let you down, there really are no excuses we can give you but will do everything to ensure the same mistakes won't happen again. With that said, we have created a spoke cutting and threading service product on our website. Simply search "Spoke cutting and threading" in our search bar. This should make things much simpler to have pre-packed spoke cut down in the future. Please let us know if there is ever anything you feel we could be doing better. Thanks again for your support and equally importantly, your feedback. Ev, Mitch, and the team. Evan Owner/BMX Encyclopedia

Posted 2 years ago

“Wrong item sent yes they rectified it but sending the wrong items seems to be becoming a regular Occurrence”

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Posted 2 years ago

Hey Dave, Thank you for taking the time to leave us some feedback, we definitely understand your frustration with this situation. We are extremely sorry for dropping the ball, in the end, we are only human and we do make mistakes. We have been working on new systems to prevent human errors like this, thank you for your patience with everything and we hope this doesn't affect our relationship. Have a great rest of your week and please feel free to let us know if you do have any other questions or concerns. Regards -Jack

Posted 2 years ago

“I placed an international shipping order to wait three weeks and have it sent right back to Australia and just a simple return nothing else. Just a, “if you wanna order it again go for it”. Sucks to because I pay the extra being overseas and the currency exchange has me paying even more on top of that. And 3 weeks is awhile to wait for a whole nothing. Lost my business for sure. Sucks again because they got some goodies. Oh well!! Plenty of shops Out there”

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Posted 2 years ago

Hey Chris, Our apologies again for the problems with this delivery. There was a dispute created with the payment on Paypal so we had to refund that straight away. We should have made that more clear in our messages to you though. You should not have had to pay any extra fees or lost out as the refund was paid in full. Unfortunately, our postage partner has let us down with this delivery. We will learn from this experience and hope to better our services moving forward. Cheers, Dave Dillewaard.

Posted 2 years ago

“My last order I received Tom Dugan Odyssey pedals instead of the trailmix sealed Odyssey pedals.”

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Posted 2 years ago

Hey Simon, Thank you for the call this afternoon, we are very sorry to hear that you were having trouble getting in touch with us. We got the correct pedals sent out express for you today. We do thank you for your patience with the situation. Cheers - Jack

Posted 2 years ago

“Yeh”

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Posted 2 years ago

Michael, Again we would love to hear from you as to where we can improve service. We look forward to hearing from you.

Posted 2 years ago

“Yeh”

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Posted 2 years ago

Michael, Thank you for leaving us your feedback, we're sorry to see that you aren't happy with your recent order. We would love to hear from you regarding why there was such a difference between this review and your last.

Posted 2 years ago

“Still waiting for my item that was shipped on the 6th of October. I ordered parts from Japan the same day and received them last week.”

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Posted 3 years ago

We are sincerely sorry for the delay in your delivery. Australia Post has notified us about delays with standard shipping in the greater Melbourne area due to Covid restrictions, but I can see that you have now received it. Thanks for your patience. Ev and the team,

Posted 3 years ago

“Well, you sold me a bike you didn’t have in stock (online sale) it wasn’t till I enquired about my delivery 2weeks later I was informed there was no stock.. at least I got a refund”

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Posted 3 years ago

Hi Jamie, Thanks for taking the time to provide feedback. We are sincerely sorry that we let you done and fully recognise our breakdown in communication with your order. I can see the guys in the warehouse had emailed you within 24hrs of you making the order explaining the stock error. Needless to say, we shouldn't have left it so long to follow up on the email with a phone call. We are currently addressing our processes to ensure we don't make the same mistake again. Thanks again for your patience and understanding. Ev

Posted 3 years ago

“Virtually no customer service.”

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Posted 3 years ago

Thanks for your feedback. We constantly strive to provide the best possible customer experience here and to hear that our small team here at Lux have not met your standards is really quite upsetting- we really do take this negative feedback to the heart and we want to make this right. We will contact you directly to rectify your negative experience and to get you back to being stoked! From us all here at Lux we apologise for the experience that you have had so far, but rest assured we will rectify this situation for you. Kindest Regards, LUXBMX Team.

Posted 3 years ago

“I know it’s covid and Lux is shifting but basically the last order was fuctup. Come to collect and bits have to be swapped out because there’s not stock. If I want to pay top price for whatever is on the shelf I’ll use Lux, otherwise I’m going elsewhere. Stuff is only as cool as it is available.”

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Posted 3 years ago

Hi Andrew. Thanks for taking the time to provide feedback on your last order. We are sincerely sorry that we have let you down. The current climate has certainly provided us with some obstacles that we are focused on dealing with. While I can't make excuses for why we incorrectly processed your order, I can promise that we will endeavor to ensure this issue doesn't happen again. Thanks again for your time. Ev

Posted 3 years ago

“Be a lot better if we could call up and speak to someone about issues with the products thanks. Please have an active phone contact point.”

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Posted 3 years ago

Thanks for taking the time to leave us feedback. We are sincerely sorry you couldn't reach us. Over the last month, we have been in the process of relocating our showroom and warehouse. Add COVID-19 social distancing measures to the mix and we have had very limited phone access. I can see that we helped you out via email, I hope everything is still going well. With that said, our new phone number is 1300 589 269 (1300 LUX BMX), and you can also reach us via: Facebook @ luxbmxstore Instagram @ luxbmx Thanks again for your patience and support

Posted 3 years ago

“I’m still waiting for my order and when I look in check order it hasn’t moved from Brisbane,”

Helpful Report

Posted 3 years ago

We are sincerely sorry for the shipping delay and consequent disappointment you have with your order. Unfortunately, the impact of the COVID-19 virus has been pretty severe. Combine increased online purchasing, to the heavy restrictions placed on the postal services across the globe and we are seeing some serious delays. Almost all international air shipping is serviced by passenger airlines to offset, their running costs. Fewer flights, unfortunately, there are fewer freight options available creating a massive backlog. With social distancing rules affecting sorting and handling at most freight hubs are also experiencing delays in processing parcels. All in all, it's a bad combination. I can see that you have now received your order. Thanks for your patience. Ev

Posted 3 years ago

LUXBMX is rated 4.9 based on 4,996 reviews