I bought a cooker hood from Luxair over 2 and a half years ago. Just recently the touch panel was playing up. I sent an email on Sunday, not expecting to get a reply until Monday but received a reply... Zobacz więcej
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Zobacz, co mówią recenzenci
despite me initially not understanding quite what the bundle offer was I was looking at, Hollie was super patient and we nailed it.....just a week later a very dilligent Lee delivered my items....real... Zobacz więcej
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The Man Dave is the font of all knowledge and he even managed to talk sense into my husband ;) We haven't bought anything yet, but the products look beautiful, and we'll definitely be back.
The highest quality product and expertly hand delivered. You can tell they care about their product and customer service. The friendly helpful delivery guy drove the product down from Yorkshire in the... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
Luxair Cooker Hoods is a renowned name in the kitchen and bathroom extraction industry, recognised as one of the top privately owned manufacturers in Great Britain and Europe. With over 22 years of experience, we have established ourselves as a trusted brand, becoming one of the UK’s best-selling ranges of kitchen extractor fans. Our extensive selection includes the largest variety of cooker hoods and bathroom extractors, designed to meet the diverse needs of homeowners and professionals alike. At Luxair, we pride ourselves on providing exceptional warranty options, outstanding customer service, and unparalleled care, ensuring that our customers receive the best possible experience. Discover the perfect kitchen extractor fan or bathroom extractor to elevate your space with Luxair Cooker Hoods.
Dane kontaktowe
Unit 4-5, Keld Close, HG4 5NB, Ripon, Zjednoczone Królestwo
- 01765641888
- info@luxairhoods.com
- www.luxairhoods.com
4,6
Doskonała
577 recenzji
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Odpowiada na 100% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
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Extremely NOISY cooker hood!! AVOID!!
I purchased a cooker hood and it was installed by our contractor in accordance with the Luxair specifications and guidelines.
The noise levels are ridiculously high and Luxair refuse to do anything about it and try to blame the way it has been installed.
I have had the sound decibels tested by a sound engineer, results as follows:
Level 1:
Max 104.9 dB
Avg: 84.4 dB
Level 2:
Max 108.6 dB
Avg: 85.0 dB
Level 3:
Max: 102.3 dB
Avg: 85.4 dB
Boost:
Max: 102.4 dB
Avg: 84.7 dB
The engineer originally stated the reason was the distance from Extractor Hood to the Duct outlet was root cause of the problem in addition to any bends in the ducting.
We had the extractor fan disconnected from the ducting by our onsite kitchen installers as requested by Luxair and the engineers tested the sound levels again and there was no difference to the noise levels. A video of this was sent to Luxair but they then replied saying disconnecting the fan from the ducting was not a valid test despite them asking us to try that.
They have come up with every excuse under the sun to avoid taking any sort of accountability that the fan is much noisier than advertised. They simply reply with 1000 word essay of technical jargon trying to defend themselves and I expect they will do the same here in response on Trustpilot!
The also keep claiming the duct is 8 meters in length but it is exactly 6 meters with only 2 bends.
Our neighbour in the flat above us can hear it and we have subsequently paid to have acoustic insulation installed around the housing of the hood but there is still no improvement.
We are stuck with a cooker hood which we paid over £1,300 for and now have to replace it with another one from a different company.
Shame on you Luxair for selling cooker hoods which are to loud and not as advertised. And shame on you for your total disregard to take accountability and resolve the problem.
15 listopada 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Dear Sir, We would like to start by contesting that your cooker hood is installed as per our guidelines, When our engineer attended your property it was quite clearly pointed out to you that is was installed against our guidelines and the reasons why.
However Most importantly and the most important piece of information which you seem to have omitted from your review Mr Patel, is that before purchasing this hood you had a site survey carried out by the same engineer that attended your property after it was installed.
Following this site survey it was brought to your attention that your duct route was going to cause you considerable issues with noise, due to it's length and bends in the run.
In an email to you dated 28th July 2023 we categorially advised you that if you purchase this cooker hood it WILL be noisy.
We state in all our literature that you must not duct anymore than 6m with few bends as possible,
Your run is over 8m with around 5 bends, each 90degree bend equates to 1m of ducting, so overall your route averaged around 13m.
The main point here Mr Patel is that you were advised before you bought this item that you will receive higher noise levels. What Decibel rating you would get unfortunately cant be determined until after installation as it's impossible to know, yet despite this information you proceeded to purchased it anyway against our guidelines.
Regarding your DB figures quoted above, whilst we agree you will be experiencing higher than average noise levels,
your readings are inaccurate.
The engineer advises that he knew by standing in the room as your DB ratings were being recorded that they were inaccurate based on this information.
He also advised that as you were holding your phone up to the mesh grill as well as talking to him at the same time, the reading was never going t be accurate.
In order to take a truer reading the recording device must be on a flat surface otherwise the reader will also pick up your movement at the same time adding to the reading as well as noises from the environment.
As well as this i must point out that your original reading sent into us via email was quoting 108DB, to put this into context this DB rating equates to nightclubs / gas powered leaf blowers, in which you would need ear defenders to even turn it on. Our engineer knew the DB readings you were getting via the App you were using were incorrect purely based on this information alone being stood in the room.
So it is very harmful to Luxair to be quoting inaccurate DB readings without explaining that they were also carried out incorrectly.
These ratings above are defamatory as well as the following statements...
"I purchased a cooker hood and it was installed by our contractor in accordance with the Luxair specifications and guidelines."
"The noise levels are ridiculously high and Luxair refuse to do anything about it and try to blame the way it has been installed."
"Shame on you Luxair for selling cooker hoods which are to loud and not as advertised. And shame on you for your total disregard to take accountability and resolve the problem."
We are not selling cooker hoods which are loud and not as advertised Mr Patel, your individual situation does not mean overall Luxair are false advertising. You were fully aware before purchasing that you were not going to received the advertised DB in which we have email evidence of this.
As per Citizens advise which you contacted claiming the item was not "fit for purpose" they have also advised the following.
"Due to the fact the customer was made fully aware before purchase that the item would not be fit for purpose in relation to the noise levels he would receive, then the consumer can not make a claim under the fit for purpose act. The claim can not be made as they had all the facts prior to this purchase."
It's unfortunate that you have not been factual in your review, and has left us no choice but to respond in length as you expected.
Regards, Luxair
Purchased this extractor hood last…
Purchased this extractor hood last month. Excellent quality and well packaged. Easy to fit, once you have secured the bracket to the ceiling then all you do is lift the hood up and slide into place, which then holds it for you while you secure it in place with two screws.
Really impressed with the extraction on it. We normally have to open a window when cooking Sunday roast but we no longer need too, well not because of condensation anyway.
I would highly recommend both the product and the company. We couldn’t find the remote control and contacted them by email (was late at night). Next day they responded asking for us to check the clear packaging as it is taped to that, and it was (silly us).
Here are some pics, we are really happy with our choice. Edit- no place for pics so sent them to company to use
12 lutego 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Dear Richard,
Thank you for your 5* review.
We are delighted to hear you are impressed with the service provided and the product you chose.
The 90cm Orion Stratos is an excellent choice, designed specifically for recirculating in cases that ducting externally is not possible.
Pleased to hear you found the remote control too.. :)
Please do not hesitate to contact us in future if we can ever help further, and thank you for the photos - it looks great!
Kind Regards,
Luxair.
Amazing piece of kit and excellent service!
We have just built a new house so wanted everything just perfect! We could not fit a cooker hood because the window was in the way so we got in touch with Luxair looking for advice and thankfully they recommended an Arcus venting induction hob. This is an amazing piece of kit and gets rid of all the Steam and fumes through the centre of the hob. We are highly delighted and if you had the same problem you would never regret buying one of these! Thank you Luxair!
22 lutego 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Dear Lizzy,
Thank you for taking the time to leave us a review!
We are delighted to hear you are so pleased with your purchase of the Arcus vented induction hob. They really are an amazing piece of kit as you say!
Please do not hesitate to contact us further if we can ever help further.
Kind Regards,
Luxair Cooker Hoods Ltd :)
New Ceiling Extractor
Placed an order for a new ceiling extractor and from the very start Luxair have been communicating very well, and provided a superb looking, and great value for money appliance.
It was delivered today by Lee who was very helpful, checked that everything was undamaged and provided some very helpful tips for carrying and installing the extractor.
Thank you all.
15 lutego 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Leigh,
Thank you for taking the time to leave us a review!
We are so pleased to hear you are happy with the service provided throughout, and you are happy with your chosen product. The 90cm Skyline is proving to be very popular.
Please let us know if we can help further at all.
Kind Regards,
Luxair.
Extraction expertise
We called in without an appointment, at Lunchtime!, thinking there was a showroom, which there wasn’t,
We were greeted by David, who was actually on his Lunch break. Despite being on his break he welcomed my Wife and I in, We explained the advice we wanted for Cooker extraction in our Kitchen, provided pictures, dimensions etc. David could not have been more helpful, he invited us into the warehouse pointing out and warning us of any trip hazards etc. He then got to work on his computer and quickly came up with what he considered to be the ceiling extractor most suited to our requirements. Then, not only did he bring the unit for us to view, he unpacked it, wired it up and demonstrated, how powerful, quiet and stylish it was. The rest, as they say, is History, we bought it, there and then, along with ducting, he loaded it into our car and we were on our way. Could not recommend him or the company more. THANK YOU LUXAIR👍
6 lutego 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Daniel,
Thank you so much for your wonderful review!
We are so pleased to hear that a member of staff was on site at lunchtime and able to assist you when you visited. We will always try our very best to help.
Great choice with the 90cm x 30cm Soffitto Black as well, we are delighted to hear how impressed you are too. Don't forget to register your warranty once installed!
Please do not hesitate to contact us in future if we can be of any further assistance.
Kind Regards,
Luxair Team :)
90cm Panoramic Induction Hob
Induction hob delivered yesterday by Lee in a prompt and friendly manner. He unpacked the unit and checked for any transit damage. All good.
The hob works well and looks really smart.
24 stycznia 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Robert,
Thank you for taking the time to leave a review, we are pleased to hear you are happy with the delivery by Lee and will ensure your comments are passed on!
Great news that you are happy with the LA-90-PANORAMIC hob.
If we can ever help further, you know where we are!
Kind Regards.
Luxair Cooker Hoods Ltd.
Chris the delivery driver was…
Chris the delivery driver was exceptional and a real credit to Luxair. Very professional and very helpful.
24 stycznia 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Anthony,
Thank you for your review!
Delighted to hear you are happy with the service provided, we will ensure Chris receives your feedback.
Kind Regards,
Luxair Cooker Hoods Ltd.
Exceptionaly Reassuring Delivery Service
Delivery service was like a breath of fresh air. Lee turned up on time, smartly dressed in Luxair uniform, was friendly, brought my cooker hood into the house, unpacked it to check for damage and then put it all back safely in the packaging. He also provided fitting tips to pass on to my kitchen fitter. Delivery service is never like this these days, so I was pleasantly surprised. Thanks Lee and Luxair! The hood will not be fitted until the kitchen refit but it certainly looks very smart and high quality.
22 stycznia 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hello Fay,
Thank you so much! we will be sure to pass on your compliments to Lee.
We hope you love your new extractor, if you need any help between now and your refit then please don't hesitate to contact us.
Good Luck with the Re-fit!
all the best
Luxair Cooker Hoods.
Poorest pre-sale customer service
I was in email correspondence for 2 weeks trying to insure I ordered the appropriate ducting for my extractor fan order at the same time. Not once did they mention that the price would increase by £100 the next day. I also asked about delivery in time and they failed to give me the correct information requiring me to have to cancel my order They were not once helpful or offering an alternative to what was ultimately there poor service information, just suggesting I cancel. I asked for contact details of the head office and again they failed to supply even after asking twice. The best I got was a pdf of their complaints procedure where an investigation would be carried out by the person I was probably wanting to complain about. Use this company at your own risk. You’ve been advised. They have no concept of customer service.
22 stycznia 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hello Colin,
I'm afraid we would have to disagree with your version of events here and it's disappointing that your statements are incorrect and misleading.
When you initially contacted us on 28th December at 7:38pm, you received a response to your email the very next morning at 9:26am. and we proceeded to answer your enquiries throughout that time and when we returned to work on the 2nd Jan.
You were advised that we are not able to tell you exactly what ducting components you need for you installation as we in the office can not see the installation which makes it very difficult to tell you "you specifically need XYZ ducting components"
we did advise you that the only way we can guarantee the parts you need for your installation was by paying for a site survey with one of our engineers, to which you then advised you live in France, so this unfortunately ruled out this option.
My colleague then proceeded to advise you, if you could provide drawings we may be able to help you in more detail, which you failed to provide.
You were advised the product you needed to attach to the back of the motor to start off your run, but after then you would need to select the components you think you may need depending on your ducting route (which we can't see)
You then proceeded to be very rude and aggressive in some of your emails and your final email to us was on 2nd Jan in which we heard nothing else from you from this date.
It wasn't until 10 days later you emailed back complaining the price had increased.
This did not happen the next day as you state and our correspondence with you had ended 10 days prior to this increase and we had no indication you wanted to go ahead with any order due to the tone and nature of your emails.
The product you were looking at was on special offer and this promotion can end at anytime.
At no point in your emails to us did you ask anything about delivery, so it's disappointing you would make up this claim in your review, i have been back through your emails to check this and not once was an enquiry about delivery made prior to ordering.
You asked how to complain in which you were provided with this information along with our complaints procedure, again at no point does it state the person you are making a complaint about would be the one dealing with your complaint.
This would not be allowed to happen and a proper enquiry would not be able to take place if this was the case, and it would be beneficial not to make unfounded assumptions and by sticking to facts when leaving a review as it does not help anyone.
Mr Brook we are 100% confident that we helped you the best we could in the time you contacted us, however it seems you would not have been happy unless we could have provided the impossible, we are sincerely saddened you were not happy with us on this occasion however we do believe we did the best we could in helping you with the information we had to hand (which was very little)
Kind Regards
Luxair Cooker Hoods.
Great goods and excellent service
Delivery was as advised and confirmed prior to the driver arriving. Our delivery driver, Lee, took the time to open the box, check the hood for damage. He also advised how to keep the unit clean of fingerprints & grease. Would highly recommend Luxair to my friends.
We are yet to fit our hood but have high expectation based on the company and its employees thus far.
8 stycznia 2024
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Michelle,
Thank you for your review! We are so pleased to hear you are happy with the service provided throughout your experience with us, and that Lee was helpful when delivering your order.
We have no doubt you will be just as happy when you install your LA-100-MILLE-SM.
Please do not hesitate to contact us if we can help further in future.
Kind Regards,
Luxair :)
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Mike,
Thank you for your review.
So pleased to hear you are happy with the service provided by Chris when delivering your LA-90-SYNERGY-WHT.
Kind Regards,
Luxair Cooker Hoods Ltd.
Very good buying experience and very…
Very good buying experience and very good delivery experience. The sales department were responsive and very helpful with advice on the purchase and installation.
The delivery was on the date requested and right on forecast time - Lee was excellent, informing us 30 minutes in advance and unloading, lifting the hood inside and checking all was in order. Thanks Lee!
21 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Adrian.
Thank you for your review!
It is great to hear you are happy with your experience with us from start to finish. Excellent choice with the LA-90-ASCENTI-SS, please feel free to send us some photos once you have completed your installation.
As always, if we can help further please let us know.
Kind Regards,
Luxair Team!
Delivery of Linea cooker hood - Ex quality
Received delivery of my Linea cooker hood today. Very impressed with the quality of the hood, we fitted it straight away (a fairly straight forward task except the chimney was a bit fiddly) and the hood looks superb finishing off the kitchen perfectly. Delivery was very speedy arriving in plenty of time for use over the busy Xmas period. Our delivery driver, Lee, took the time to open the box, check the hood for damage and let us know a good tip to keep the SS clean of fingerprints & grease. Would highly recommend Luxair to my friends.
20 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Tanya,
Thank you for leaving us such a wonderful review! We are so pleased to hear you are happy with the service provided throughout and the quality of your LA-90-LINEA-SS.
If we can be of any further help, please do not hesitate to contact us.
Kind Regards,
Luxair :)
Chris the delivery Driver was so nice…
Chris the delivery Driver was so nice and efficient, he unpacked the hob to check it over took photos and put it safely back in the box for protection. great delivery service, on time!
18 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Dear Andrew,
Thank you for taking the time to leave a review regarding your experience when purchasing the LA-90-PANORAMIC-IND.
We are delighted to hear you are happy with the service provided and will ensure your comments are passed on to Chris.
Kind Regards,
Luxair Cooker Hoods Ltd.
Lee our delivery guy was so efficient…
Lee our delivery guy was so efficient and helpful. It was a big box and he was super sensitive to the space and my home. Excellent service from start to finish!
13 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Nicola,
Thank you for your review!
Great to hear our driver, Lee delivered your item safely and was respectful of the space and your home. Pleased to hear your experience has been excellent throughout.
Kindest Regards,
Luxair :)
great customer service
I ordered the wrong product (My fault)- Customer service from Erin was first class no hassle replacement ..
Needed the new one in a hurry arrived within two days so my fitters could complete the job- the one i did not need was picked up by Lee - again great service-
11 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Stewart,
Thank you for your review.
We are delighted to hear you had a wonderful experience throughout, we will make sure your comments are passed on to Erin personally, and Lee. The LA-90-ANZI-BR-SS that you decided on is a great model, we have no doubt you will be impressed once the item is installed.
As always, if we can help further please do let us know.
Best Regards,
Luxair Cooker Hoods Ltd.
Just had a delivery of a cooker hood…
Just had a delivery of a cooker hood from Lee. Very helpful and efficient. Checked the delivery was all there before leaving. Very good. What a difference it makes when the company does it own deliveries
12 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Trevor,
Great news! We are so pleased to hear you are happy with the service provided. We do pride ourselves in being able to do a vast majority of our own deliveries, with our own drivers - we also feel this makes a huge difference!
Thank you for taking the time to leave a review.
Kind Regards,
Luxair Team.
So far so good...
Easy ordering and good updates on the delivery in real time. Surprised that poor Lee had to deliver this large item on his own, and just very lucky my husband happened to be in to help. I wouldn't have managed it if it was just me and Lee. Haven't unpacked it yet so fingers crossed it's all there and undamaged.
11 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Gabrielle,
Thank you for your review, we are pleased to hear you are happy with your experience from ordering to delivery!
We do provide our drivers with all necessary equipment in the vans for delivering the larger items.
We will make sure your kind comments are passed on and thank you again for taking the time to leave a review.
Kind Regards,
Luxair Cooker Hoods Ltd.
Arrived within time promised
Arrived within time promised. Delivery driver - Lee - unpacked the item to check it wasn't damaged and explained how to handle and fit it. Will install soon.
5 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Dear William,
Thank you for your review! Great to hear that you are happy with the service provided, we will ensure your kind comments are passed on.
Best Regards,
Luxair :)
Great customer service and technical…
Great customer service and technical support. Advised on the correct fan and control switch assembly then also gave clear instructions on fitting both. Answered all emails promptly. Would definitely recommend.
7 grudnia 2023
Opinia niezależna
Odpowiedź od Luxair Cooker Hoods Ltd
Hi Ross,
Great to hear that you received the required support before and after your order was placed with us, enabling you to order and fit the correct parts. We are always here to help should you need us!
Thank you for your wonderful feedback.
Kind Regards,
Luxair :)
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