Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Luxity delivers an overwhelmingly positive luxury retail experience, driven by warm, knowledgeable staff who are consistently praised by name across multiple store locations. Customer Service & Support (4.7) is a standout strength, with reviewers celebrating personalized attention. However, concerns around Refunds, Returns & Consumer Rights (2.5) and occasional product condition disputes reveal friction in post-purchase processes that undermine the otherwise premium experience.
Top Strengths:
- •Customer Service & Support: Customers consistently celebrate named staff members like Sthembile, Zama, Pariksha, and Jo-Anne for warm, personalized, and professional service across Gateway, Menlyn, Waterfront, and Sandton branches.
Replied to 40% of negative reviews
Typically takes less than 19 hours 13 min to reply
TrustIndex
5.7
Score
Ranking
#6
in Retail
Avg Reply
0.3
Hours
NPS Score
65
Recommended: Very Likely
Replied to 40% of negative reviews
Typically takes less than 19 hours 13 min to reply
May '25 - Apr '26
Recent reviews (124)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
Luxity Gateway -Low hospitality
Low hospitality It’s as if they grade you as you enter their shop, to gauge what type of service you should receive .Sales personals showed little to no interest. I’ll proceed with the Capetown branch thank you very much .
1 reviews | Active since Jan 2020
Luxity Gateway -Low hospitality
Low hospitality It’s as if they grade you as you enter their shop, to gauge what type of service you should receive .Sales personals showed little to no interest. I’ll proceed with the Capetown branch thank you very much .
1 reviews | Active since Jan 2020
Bag peeling
Spent R27k buying a LOUIS VUITTON PRE-OWNED 2018 Macassar Josh backpack 20 days later the
1 reviews | Active since Jan 2020
Bag peeling
Spent R27k buying a LOUIS VUITTON PRE-OWNED 2018 Macassar Josh backpack 20 days later the
1 reviews | Active since Jan 2020
Luxity Sandton
I bought a Ferragamo belt from their Sandton store on WhatsApp for R5000, but it was too small. I asked them to keep checking for me and mentioned that I need sneakers in size 9. For the past few months, I have been trying to find an item to purchase, but I haven't had any luck. I requested a refund so that I could buy from another store, but I was informed that the refund is now in the form of credit, as if I have an account with them. I bought so many items from Luxity, and I am getting this kind of treatment with my hard-earned money. #BlackFriday
1 reviews | Active since Jan 2020
Luxity Sandton
I bought a Ferragamo belt from their Sandton store on WhatsApp for R5000, but it was too small. I asked them to keep checking for me and mentioned that I need sneakers in size 9. For the past few months, I have been trying to find an item to purchase, but I haven't had any luck. I requested a refund so that I could buy from another store, but I was informed that the refund is now in the form of credit, as if I have an account with them. I bought so many items from Luxity, and I am getting this kind of treatment with my hard-earned money. #BlackFriday
1 reviews | Active since Jan 2020
The personnel at Luxity Gateway has a friendly and welcoming attitude
The personnel at Luxity Gateway has a friendly and welcoming attitude. They advertise their merchandise so well. I had thought that when one member left for Luxity - Sandton I will not have the same exposure and experience. But it has become even better than before. The merchandise is well displayed and the pricing is affordable because of the sixty day payment plan. I pride myself with the items I get from Luxity-Gateway.
1 reviews | Active since Jan 2020
The personnel at Luxity Gateway has a friendly and welcoming attitude
The personnel at Luxity Gateway has a friendly and welcoming attitude. They advertise their merchandise so well. I had thought that when one member left for Luxity - Sandton I will not have the same exposure and experience. But it has become even better than before. The merchandise is well displayed and the pricing is affordable because of the sixty day payment plan. I pride myself with the items I get from Luxity-Gateway.
1 reviews | Active since Jan 2020
Miscommunication from Luxity
I took my rado watches to the sandton branch. They made a reasonable offer and aftr asking numerous times is this will be sold they confirmed YES... Today I get an email from them stating my watches is ready for collection which was very confusing and the only reason stipulated was "condition" they are not in a bad condition at all maybe just a few scratches on the black one. I wont deal with them again. Drove all the way to sandton to drop them off to receive this message a few days later.
1 reviews | Active since Jan 2020
Miscommunication from Luxity
I took my rado watches to the sandton branch. They made a reasonable offer and aftr asking numerous times is this will be sold they confirmed YES... Today I get an email from them stating my watches is ready for collection which was very confusing and the only reason stipulated was "condition" they are not in a bad condition at all maybe just a few scratches on the black one. I wont deal with them again. Drove all the way to sandton to drop them off to receive this message a few days later.
1 reviews | Active since Jan 2020
Finally found a store that sells authentic luxury items from different brands
Finally found a store that sells authentic luxury items from different brands. Great service from Sthembile. Looking forward to visiting again.
1 reviews | Active since Jan 2020
An absolutely exceptional experience from the moment I walked in
An absolutely exceptional experience from the moment I walked in. The staff were warm, attentive, and incredibly knowledgeable. The store exudes elegance — from the scent in the air to the exquisite product displays. Every detail is carefully curated, making you feel truly valued as a customer. I’ll definitely be returning for more.
1 reviews | Active since Jan 2020
An absolutely exceptional experience from the moment I walked in
An absolutely exceptional experience from the moment I walked in. The staff were warm, attentive, and incredibly knowledgeable. The store exudes elegance — from the scent in the air to the exquisite product displays. Every detail is carefully curated, making you feel truly valued as a customer. I’ll definitely be returning for more.