Lux Addiction

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ Customer returned case because they switched back to old phone modelWe advised customer there would be a 35% deduction from the total refund amount because we discontinued the Front/Back style case for the S& the item is not resell-ableOur policy states there is a 35% deduction for all custom orders & all of our cases are 100% Custom Handcrafted We will contact customer directly to resolve this issue Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) There return policy states a 35% charge for special order product with names or initials installed and at the time of this complaint this same item is still listed on there web sight for sale.This was is a new release model phone so why all of a sudden this item is discontinued.This whole deal has been a miss fit from the get go.Had to send them a picture of the item like they didn't even know what item I had purchased and had no problem wanting to exchange the item.Now that we want a refund they want to hit me up for a 35% charge so they can resell it again.....Poor business all the way around Final Consumer Response / [redacted] (4200, 11, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have explained to them that we no longer have that phone and have no need for a new phone case.All we want is a refund for the case....That's all we want and not a 35% return fee.my next step now that I'm off vacation is going to be contact Pay Pal on Monday.Sure a refund was all okay then we send the item back and that's when they start with the 35% talk now they have the item and my money....Poor poor way of doing business Final Business Response / [redacted] (4000, 13, 2015/11/20) */ Dear [redacted] ***, When we stated we do not have this item anymore, we weren't referring to the Style # of your design; We discontinued the Type of case used for this phone model (Front & Back piece) This case was Custom Handcrafted in the Style you chose for your phone model & it is not resell-able We do NOT have stock/inventory of Any designs, ALL of our cases are handcrafted once ordered Please note our Return Policy clearly states: 100% Full refund will be given if Luxaddiction has made any mistake or product is defective on arrival It's not our fault you "had issues with the phone and returned it and reinstated our old phone for the time being." You placed the order & we handcrafted the case for you in the correct Style/Phone Model you requested We're not responsible for your phone model change & did not make a mistake with your order

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@luxaddiction.com We have informed this customer that we do not have the same color crystal we used previously for the design she is requestingWe've made the design exactly how she has requested twice & has not been satisfied, even though our designers have followed her instructions perfectlyWe've also advised her many times we do not have this color crystal available anymore, as we were unable to continue ordering it from the same vendorManagement has offered another replacement case (in a different design) from our website we have available, in order to resolve this issueHowever, the customer has refused this offer, was very rude, & treated our Customer Service/Management very poorlyWe do have the right to refuse service to anyone & after trying our very best to satisfy this customer, we were unable to to do so & continue accepting her rude treatment of our employees Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The design WAS NOT made exactly how I requested! [redacted] , the customer service rep I had dealt with for this entire mess, turned in the wrong order instructions(Which I have email documentation showing this)I actually WAS NOT advised "MANY" times that the color I requested was no longer availableIn fact, the owner told me that it was available before I sent my revision instructions to [redacted] It wasn't until I reached out to [redacted] after I received the wrong order the second time around that she tried to cover up her mistake by telling me ONE time that the color I wanted hasn't been used in years and was no longer availableWhen I caught her in this lie by telling her that one, that's NOT what the owner had told me before I placed the revised order, and two, that I had ordered a former phone case in that EXACT color not even a year ago, she couldn't fix the story that she concocted to hide her mistake(Again, all of this is in email documentation)I requested SEVERAL times via email to speak to the owner this second time around, and [redacted] refused to pass [redacted] my request every timeI was never rude to their "EMPLOYEES" because I only corresponded with [redacted] throughout this whole ordeal!! I was never rude to [redacted] , I just caught her in, and called her out, on more than a few lies that she couldn't get out ofShe didn't want to admit that she sent the wrong order information to the designers and just kept digging herself into a deeper hole with more fabricationsAll she had to do was pass [redacted] my request to the owner that I wanted to speak with her, and she wouldn't have had to keep trying to correspond and cover her mistakes up with meMy guess is that she doesn't want the owner to know what she's doneIt's correct that I did not want another design from the website...I just wanted the design I had chosen myself, which I was very happy with, to be made correctly and I wanted to speak with the owner about what had occurredIf you would like to see the email correspondence between [redacted] and I, I will gladly provide it to youEven in her above response, I am counting at least liesThis woman needs to lose her job! AGAIN...All I want to solve this problem is one, to speak with the owner, and two, to have the design I chose made according to the correct instructions I had givenI don't think that I am asking too muchThank you Final Business Response / [redacted] (4000, 13, 2015/12/11) */ This customer has spoken to me here in Management & our Customer Service employees & we've informed her plenty of times of the same information, that we keep having to repeat to herWe've already made cases for her, using our own materials & shipping fees to satisfy this customer & none have been successfulThis is our final decision, we can no longer help this customer & have done our best to resolve it Thank you

Initial Business Response /* (1000, 5, 2015/11/24) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@luxaddiction.com
We have informed this customer that we do not have the same color crystal we used previously for the design she is requesting. We've made...

the design exactly how she has requested twice & has not been satisfied, even though our designers have followed her instructions perfectly. We've also advised her many times we do not have this color crystal available anymore, as we were unable to continue ordering it from the same vendor. Management has offered another replacement case (in a different design) from our website we have available, in order to resolve this issue. However, the customer has refused this offer, was very rude, & treated our Customer Service/Management very poorly. We do have the right to refuse service to anyone & after trying our very best to satisfy this customer, we were unable to to do so & continue accepting her rude treatment of our employees.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The design WAS NOT made exactly how I requested! [redacted], the customer service rep I had dealt with for this entire mess, turned in the wrong order instructions. (Which I have email documentation showing this). I actually WAS NOT advised "MANY" times that the color I requested was no longer available. In fact, the owner told me that it was available before I sent my revision instructions to [redacted]. It wasn't until I reached out to [redacted] after I received the wrong order the second time around that she tried to cover up her mistake by telling me ONE time that the color I wanted hasn't been used in years and was no longer available. When I caught her in this lie by telling her that one, that's NOT what the owner had told me before I placed the revised order, and two, that I had ordered a former phone case in that EXACT color not even a year ago, she couldn't fix the story that she concocted to hide her mistake. (Again, all of this is in email documentation). I requested SEVERAL times via email to speak to the owner this second time around, and [redacted] refused to pass ** my request every time. I was never rude to their "EMPLOYEES" because I only corresponded with [redacted] throughout this whole ordeal!! I was never rude to [redacted], I just caught her in, and called her out, on more than a few lies that she couldn't get out of. She didn't want to admit that she sent the wrong order information to the designers and just kept digging herself into a deeper hole with more fabrications. All she had to do was pass ** my request to the owner that I wanted to speak with her, and she wouldn't have had to keep trying to correspond and cover her mistakes up with me. My guess is that she doesn't want the owner to know what she's done. It's correct that I did not want another design from the website...I just wanted the design I had chosen myself, which I was very happy with, to be made correctly and I wanted to speak with the owner about what had occurred. If you would like to see the email correspondence between [redacted] and I, I will gladly provide it to you. Even in her above response, I am counting at least 4 lies. This woman needs to lose her job! AGAIN...All I want to solve this problem is one, to speak with the owner, and two, to have the design I chose made according to the correct instructions I had given. I don't think that I am asking too much. Thank you.
Final Business Response /* (4000, 13, 2015/12/11) */
This customer has spoken to me here in Management & our Customer Service employees & we've informed her plenty of times of the same information, that we keep having to repeat to her. We've already made 2 cases for her, using our own materials & shipping fees to satisfy this customer & none have been successful. This is our final decision, we can no longer help this customer & have done our best to resolve it.
Thank you.

Initial Business Response /* (1000, 5, 2015/11/03) */
Customer returned case because they switched back to old phone model. We advised customer there would be a 35% deduction from the total refund amount because we discontinued the Front/Back style case for the S6 & the item is not resell-able. Our...

policy states there is a 35% deduction for all custom orders & all of our cases are 100% Custom Handcrafted.
We will contact customer directly to resolve this issue.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There return policy states a 35% charge for special order product with names or initials installed and at the time of this complaint this same item is still listed on there web sight for sale.This was is a new release model phone so why all of a sudden this item is discontinued.This whole deal has been a miss fit from the get go.Had to send them a picture of the item like they didn't even know what item I had purchased and had no problem wanting to exchange the item.Now that we want a refund they want to hit me up for a 35% charge so they can resell it again.....Poor business all the way around......
Final Consumer Response /* (4200, 11, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have explained to them that we no longer have that phone and have no need for a new phone case.All we want is a refund for the case....That's all we want and not a 35% return fee.my next step now that I'm off vacation is going to be contact Pay Pal on Monday.Sure a refund was all okay then we send the item back and that's when they start with the 35% talk now they have the item and my money....Poor poor way of doing business....
Final Business Response /* (4000, 13, 2015/11/20) */
Dear [redacted],
When we stated we do not have this item anymore, we weren't referring to the Style # of your design; We discontinued the Type of case used for this phone model (Front & Back piece).
This case was Custom Handcrafted in the Style you chose for your phone model & it is not resell-able.
We do NOT have stock/inventory of Any designs, ALL of our cases are handcrafted once ordered.
Please note our Return Policy clearly states: 100% Full refund will be given if Luxaddiction has made any mistake or product is defective on arrival.
It's not our fault you "had issues with the phone and returned it and reinstated our old phone for the time being."
You placed the order & we handcrafted the case for you in the correct Style/Phone Model you requested.
We're not responsible for your phone model change & did not make a mistake with your order.