LuxeDecor, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11149669, and find that this resolution is satisfactory to me
Sincerely,
Jennifer ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this information is appropriate and appreciated, but in no sense is it a resolution of my complaint
It neither replaces the crystals sent to me in the original shipment with Golden Teak crystal, nor does it inform me regarding any further communications This response tells me to expect more information from LuxeDecor in the next days In what sense does this constitute the "resolution" you are now claiming has been achieved This makes no sense to me
Sincerely,
*** *** Thank you for your feedback We are currently working with the manufacturer of your fixture, *** *** to resolve this issue We hope to have a response from *** *** within five business days. *** *** to resolve this issue We hope to have a response from *** *** within five business days

We are sorry for any inconvenience our customer has experienced. Returns can sometimes be an inconvenience when dealing with 3rd party companies that assist in the return of a product. After reviewing the information related to the return we understand that there was a missed pickup
appointment between our customer and the carrier. This in turn created additional fees as a part of the return process. However, we do find it unacceptable for the amount of time that the carrier took to return the product back to our vendor creating additional wait time for our customer With this additional information we have moved forward with processing a full refund to our customer for the unforeseen circumstance with our 3rd party carrier. We are always looking for ways to improve our customer experience and thank Ms*** for her input. Thank You

We are very sorry for any inconvenience or issues you have experienced with your productWe will work to have a FORMAL warranty claim processed for any replacement or return that is needed on any defective items. Our customer service and warranty departments will be following up for
additional information regarding your orderThank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Colleen ***

Tell us why here...We apologize for any inconvenienceThe return of this order with restocking fees and freight cost has nothing to do with the signature required at the time of delivery. It has to do with the delivery request from the customer wanting an exact delivery appointment of
2PM. Luxedecor.com does not schedule deliveries for our customers as we are not the carrier. Delivery appointments are arranged between the customer and the carrier. Per our carrier and vendor, it was advised to the customer there was no guaranteed delivery appointment for exactly 2pm. It was advised per the carrier emails and notes a delivery would be before 2pmThis information had to be agreed upon as the carrier and the customer did agree on delivery date of 04/13/2018. The carrier would not show up unannounced to make an unscheduled delivery if so. It is advised that on 04/13/the carrier showed up the agreed date for the appointment before 2pm and called the customer. The customer did not respond to phone calls, voicemails or emails. It was on 04/16/that the customer contacted by chat saying they did not hear back from the carrier and were inquiring about the status of the delivery. It was that same day the customer was informing the carrier the order was cancelled. Order cancellations must be received within hours of order placement and before orders are shippedThe carrier continued to reach out to the customer as well as our company by email with no response. On 04/19/a breakdown of return costs was sent to customer with no response from customer. 04/19/a call to customer was initiated with no return call from our customer. Late afternoon 04/19/an email from customer stating she disputed with her CC and customer advised they would be refusing the order. As the customer refused delivery the order was returned as per our return policy and terms of use. We do the best possible to accommodate customers requests and will do all we can to provide the best delivery experience if we are informed in advance of any time constraints for delivery. We are sorry for any negative experience as input from our customers is vital for any unknown expectations they may have. Thank You

Thank you for your feedback We value our customers and want to make their experience seamless We are in receipt of your request to cancel your order from 7/12/at 6:59pm Your order has been fully refunded and cancelled as per this request I have emailed you confirmation
of this.We do apologize for the change in shipping time We update our website daily with the inventory feeds we receive from the manufacturer On occasion, an issue occurs when an item's inventory is exhausted before the update occurs We do our best to provide the most accurate inventory and shipping times for our customers and are looking into ways to rectify this issue I have emailed you a $gift certificate for a future order Please consider giving us a another chance

We show our service team has assisted you promptly and a claim has been opened to our manufacture for any missing items. Please allow us to work with our vendor to allow us to service your order properly. Our customer service team will follow up with you today for any replacements owed
or refund as part of your order. Thank You

Thank you for your feedback We are currently working with the manufacturer of your fixture, *** *** to resolve this issue We hope to have a response from *** *** within five business days All items on our website are shipped directly from the manufacturer as we
are an online only retailer We will continue to work with you to resolve this issue We strive to give our customers a seamless shopping experience

Thank you for your feedback. We are very sorry the nightstand is not working properly. We emailed you on 11/15/to advise we would cover the cost of a furniture repairman. We never got a response to that email. It may have gotten lost in your spam box. In order to
expedite this issue, we would like to suggest one of two options. We will refund your order $to cover the cost of a repairman or provide you with a replacement at no additional cost to you. Please advise which solution you prefer

Thank you for your reply We, LuxeDecor have not closed your issue The Revdex.com has closed the complaint due to your response that we are working with you to resolve the issue LuxeDecor is committed to finding a resolution that is satisfactory to you and are actively seeking this outcome

Initial Business Response /* (1000, 5, 2015/02/09) */
Dear [redacted],
Please allow us to apologize for the inconvenience you experienced. This is no way to treat a customer and we'll be making internal procedural changes to make sure this does not happen again.
We will be issuing you a...

complete refund for your order and we would also like to offer you a gift certificate for $300 to purchase any product that you would like from our website. Customer service is very important to us and should you accept our gift certificate, we will personally make sure that you will not have the same experience again shopping on our website.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, this apology was not acceptable and I do not need a $300 Luxe Décor gift card. I will never purchase another thing from this company. This was a personal Revdex.com complaint ID#: XXXXXXXX against Luxe Decor, Inc. In retaliation, a representative from Luxe Décor called my employer, The [redacted] They spoke to the [redacted] and [redacted] on 02/05/2015 and they filed a formal complaint # XXXXXXXX. These calls are recorded and documented. If needed please feel free to contact the HD Associate Advice and Counsel Group to verify, at X-XXX-XXX-XXXX opt-5.
The complaint stated I was harassing them by calling 7 times in one day and that I filed under the guise of my employer, as if [redacted] was backing the complaint. Their formal complaint # XXXXXXXX was reported to my Sr. Human Resources Manager and my Director; who were unsure how to handle this initially because it was essentially a personal matter. The HD Associate Advice and Counsel Group is an internal group set up for THD Store associates, not Corporate associates and especially not external parties with personal vendettas.
However, the accusations the Luxe Décor rep made regarding the manner in which I filed my Revdex.com were very serious. When my Sr. HR Manager attempted to contact the Luxe Décor rep on his cell phone, he declined to speak to her, but it was too late. Luxe Décor's formal complaint was already documented and filed against me. My Director had to review my Revdex.com complaint and determined Luxe Décor's accusations were false, completely unfounded and he reported his findings to HR and it was dismissed. Both my Director and Sr. HR Manager said they felt sorry for me after reading my personal Revdex.com complaint and were floored that Luxe had the audacity to contact my employer.
For the record, I called that day multiple times, because I was told via Luxe Décor [redacted] rep (which I have documented) that the internet and phone lines were down. So I kept trying to get through. It's strange that they knew I was calling if the lines were down. However, it doesn't matter how many times I call. I am customer with an ongoing dispute with Luxe Décor. I can call however many times I need, to follow up on a complaint and a pending refund. Not to mention, I still haven't received my refund as of 02/09/2015. They were supposed to send the remaining $579.20 check on 01/23/2015.
This whole incident has caused me severe emotional distress and I'm having this matter formally reviewed, in addition to filing this Revdex.com. This could have cost me my job and it was a clear and vicious, failed attempt to slander my name, threaten my livelihood and retaliate against me for filing my valid and well deserved negative Revdex.com complaint.
Final Business Response /* (4000, 9, 2015/02/10) */
We apologize for all the inconvenience. The check was mailed on 2/4/2015. If you don't receive the check by end of the day tomorrow, we will overnight you a new check. We are investigating this matter internally and appropriate actions will be taken.
Final Consumer Response /* (4200, 11, 2015/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received both checks, but obviously I deposited the first one and then the second came. it has not cleared my account yet. I hope you did not stop the first check. You were supposed to wait to see if I received it prior to sending another check...
Also, the check was not from Luxe Décor. It was from some other company "Net Retailers Inc. Shop Top Quality Brands". What is this?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Terry [redacted]

Thank for the feed back and we are sorry for any inconvenience that may have occurred.  We are reviewing the order history for all purchases and will follow up directly with any refund or credits owed towards your orders. We thank you for your order and look forward to continue working with...

you.

We are sorry for any inconvenience regarding your order and its lead time.  Items are based on production time and availability for all items including quick ship items.  Due to the popularity of the product combined with the peak patio season the leads times may vary.  We strive to...

offer our customers up to date notices for changes in availability.  We show the lead time for the new ship date was emailed and informed after the order was confirmed by our vendor for availability.  At your request your order has been refunded with no additional costs to you.  We look forward to servicing you in the future.

Your order has been fully refunded we thank you for your feedback.  We are available for any further questions or concerns.  Thank You.

We apologize for any inconvenience our customer has experienced.  We do our very best to service all our customers with the resources provided to us when a claim is initiated.  In this particular case no previous or new information had or has been received to us.  This has not stopped...

us from reaching out to our customer as a final attempt to provide continued service.  We have reached out to our customer for further review and have not had any returned response.  We cannot confirm any technical issues for our customer not to receive our correspondence, however, we have reached out by telephone and will continue to service our customer.  We are available for any further questions or concerns.  Thank you.