Poor booking Experience & Unhelpful Customer Service
Response from developer
Hi Supat, We would like to inform you that appointment confirmations, rescheduling, and cancellations are managed by the salon based on their slot and technician availability. To help avoid any further delay and ensure a smooth booking experience, our customer support team requested that you also connect with the salon directly for immediate clarification, while we were simultaneously following up with the salon regarding your appointment confirmation. We sincerely apologize for any inconvenience caused and truly appreciate your patience and understanding. If you have any further queries or require any assistance, please feel free to reach out to us we'll be happy to help.
review
Response from developer
Hi User, Thank you for your wonderful feedback! We're glad to hear you're enjoying the app. Your suggestion means a lot to us, and we're continuously working to add new features and improve your experience. Stay tuned for more updates!
Great
Response from developer
Hi User, Thank you so much for your wonderful feedback! We're delighted to hear that you found our app convenient and user-friendly. It's great to know that you enjoyed the seamless booking experience, our verified salon and spa network, and the flexibility of paying at the venue and free cancellation. Your support motivates us to continue improving and delivering the best experience possible. We look forward to serving you again soon!
Premium salons don’t consider booking from LUZO
Response from developer
Hello Vj, We sincerely regret the inconvenience caused. The salon was unable to accept the appointment due to unavailability of weekend slots. Please note that salons listed on our app are reputed partners associated with us. Our team has suggested nearby alternatives and assisted you with options. Please feel free to reach out for any further assistance.
Unreliable Bookings and Delayed Support
In one case (Enrich Salon), my appointment was confirmed only 20 minutes before the scheduled time despite requesting 2–3 hours’ notice, and it was then incorrectly marked as a “No Show.”
In another case (Meghavi Ecotel booking), the appointment time was changed without my permission.
In both situations, LUZO’s customer support was slow and unresponsive—I only received a reply after repeated follow-ups (including on 15th March).
These are not minor issues. Late confirmations, unauthorized changes, and incorrect status updates reflect poor coordination with partner salons and lack of accountability.
Customers should not have to chase support or bear the consequences of such mismanagement. This platform needs serious improvement in both partner control and customer service.
Response from developer
Hi Damru, We take all reviews seriously and have looked into your case. We would like to inform you that the appointment cancellations were a result of your profile being flagged by our partner salons. In the interest of maintaining a safe and trustworthy platform for all, we acted on this information accordingly. For further clarity and a detailed explanation, please reach out to us directly at support@luzo.app and our team will assist you promptly.
