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.
awesome!
Response from developer
Hi User, Thank you for your detailed and positive feedback. We are delighted to know that LUZO's interface, service options, and booking experience have all met your expectations. Providing a smooth and reliable platform for our users is a commitment we take seriously. We look forward to continuing to deliver the same seamless experience for you.
Luzo is an absolute gem!
Response from developer
Hi User, We truly appreciate your kind words! Knowing that you had a smooth experience and had great offers with the app. Thanks for trusting LUZO we are excited to keep building great things for you..
Good
Highly recommend for anyone who wants quick beauty services right at home!
Response from developer
Hi User, Thank you so much for your kind words! We’re really glad to hear that you’ve had a smooth and professional experience using the app. We’d just like to clarify that we currently do not offer home services. All bookings made through our platform are for services at our partner salons. We truly appreciate your support and look forward to serving you again!
Very convenient
Response from developer
Dear Mrunmayee Joshi, We're delighted to hear that Luzo provided you with great offers and a good salon experience. Our goal is to provide you with complete control and peace of mind. Thank you for trusting us to adapt to your needs!
Worst Experience
After I raised the issue, I didn’t receive any proper update. They wasted my time. There’s clearly no streamlined communication between their team and the salons. It feels like they just focus on taking bookings without thinking about handling issues.
To make it worse, when I called, they told me my booking was after 8 PM, but their tech team leaves at 7 PM, so they couldn’t help me until the next day. If that’s true, why are they allowing bookings after 7 PM? It’s clearly just about making money, with no proper customer support and a poorly managed tech product.
Avoid this app.
Response from developer
"Dear Jerry, We're deeply sorry for the frustrating experience you had with our app and the salon. We apologize for not meeting your expectations and for the lack of clarity around our salon partnerships. We're taking your feedback seriously and will review our onboarding process for salons to ensure they're properly informed about accepting Luzo bookings. Regarding the specific issue with your booking, we apologize for the confusion and any inconvenience caused. We'll look into our booking system to prevent bookings beyond our support hours. We appreciate you bringing this to our attention and will work on improving our customer support and communication. Thank you for your feedback. Best regards, Luzo Team"
Extremely bad customer support
Response from developer
Dear RahulAllena, "Sorry to hear that our customer support hasn't met your expectations. We understand the importance of timely and personalized support. We're taking your feedback on board and exploring ways to improve our support channels, including in-app chat and more responsive WhatsApp support. Thank you for sharing your experience, and we'll strive to do better." Team Luzo-
Amazing app!
Response from developer
Dear yuvikabaid, "Thank you for sharing your experience! We're thrilled to hear that LUZO has positively impacted your daily routines and helped you stay mindful of your time. We appreciate your kind words!" Team Luzo-
Luzo review
Response from developer
Dear mayuddhi, "Thanks for sharing your wonderful experience! We're thrilled to hear that our app has made booking salon appointments convenient for you. Appreciate your kind words about our user-friendly interface, offers, LUZO cash feature, and responsive customer support. We're glad you've had a smooth experience with us." Team Luzo-
Worst customer support and buggy app
Response from developer
Dear Arpithams, "Your feedback highlights a critical issue with our payment processing system and customer support. We apologize for the double charge and frustration experienced. We'll investigate this matter urgently and provide a swift resolution. Team Luzo-
Payment
To make things worse, there was no customer service available when I tried to seek help. This is extremely frustrating and reflects poorly on the app’s reliability and support system.
Please resolve this issue and refund the deducted amount as soon as possible.
Response from developer
Dear Ambikar, "Sorry to hear about the payment issues you've encountered. We apologize for the inconvenience and frustration caused. Our team is here to help. Team Luzo-
Worst Booking App – Zero Support & No Accountability! It’s a Scam.
When I raised a complaint with Luzo, their response was shockingly unhelpful. Instead of taking responsibility, they simply said it’s “not their problem” and refused to coordinate with the salon for a refund. When I asked for a joint call with the salon to resolve the issue, they flat-out refused and told me to handle it myself.
What’s the point of booking through this app if they don’t support their customers? Zero accountability, zero customer service, and a complete scam!
Save yourself the frustration and NEVER use Luzo. They only care about making money, not about helping their users.
Response from developer
Dear someej, "Dear valued customer, thank you for sharing your concerns regarding your recent experience with Luzo. We apologize for any inconvenience caused by the unexpected charges and the perceived lack of support from our team. We understand the importance of transparency in pricing and customer satisfaction. We would like to investigate this matter further and provide a resolution. Please contact us directly so we can assist you better and improve our services." Team Luzo-
False app
Response from developer
Dear client, "We apologise for the inconvenience you've experienced with incorrect booking confirmations. We take this issue seriously and are working to resolve it. Can you please DM us with more details about your experience so we can look into this further?" Team Luzo-
Great app but need proper alignment
Apart from this Luzo app is a great way of taking the salon services and with some great offers
Response from developer
Dear Nishant, "Thank you for your detailed feedback! We apologize for the inconvenience caused by the price discrepancies. We'll definitely look into this and work on aligning our prices with the salons' actual rates to ensure a smoother experience for our users. Appreciate your suggestion and glad you like the app's concept and offers!" Team Luzo-
