Luxer one Reviews (%countItem)
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Luxer one Rating
Address: 1530 Custer Ave, San Francisco, California, United States, 94124-1415
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Luxer is a scam! Money grab from renters and people in low income or fixed income! I never signed up and packages were placed in their cabinet. 6 months after they are placed, I get an email from building management - I’m told about the packages sitting in the luxer for 6 months and they are billing me! Charging me for space used - for stuff I never knew about! I had reported to the shipper I never got their products, and it was taken care of on that front - packages not delivered or presumed stolen. 6 months it takes the building management to flag that this stuff is in a luxer! Now I owe big $$$ for ‘storage’ fees? I’m not sure how often this happens, but I’m close to being homeless as it is, not able to pay all the bills, and here comes the biggest scam. And while luxer will claim it’s the act of property management; it is on them for allowing packages to sit in their system for months, for a name/unit that is not subscribed! To me, it would seem a con between luxer and property management! I cannot afford a lawyer, but I’m hoping that I can get social media to help get them to back down! It’s criminal that a package can be taken hostage by a company that you did not sign up for, without any knowledge for 6 months and then be presented a bill for ‘storage’! What is this world come to when corrupt companies - luxer, and property management, can get away with such low behaviour. Are profits that bad, you need to scam people and destroy their credit rating and cause them such financial hardship? What is your real business model? Is it package management, or pure financial manipulation through dirty practices such as these - there is my situation, and all the others I’m reading about online.
The delivery people are confused and have no idea where to deliver the package, sometimes it’s in the Luxer locker room, sometimes at my apartment door, sometimes it’s the front desk. Whatever happens you have a 30% chance you’ll actually get an email notification that you got your package.
If it actually gets to the Luxer locker room I have to swim in a sea of disorganized boxes all over this Locker for about 20-30mins. And worst case I have to go to every building to find my package, because the delivery people don’t know how to use the service and just deliver it to the most convenient front door.
When it is delivered to the Luxer Locker I often have to notify the front desk saying my package is missing and I have to have a team of people help me to find my package in this locker that has been tossed around by other people frantically looking for their packages.
This system SOUNDS easier for front the desk, but honestly it isn’t, it’s terrible and a waste of time and probably money for everyone involved. It has great marketing only.
You might as well hire someone to hand deliver the packages to every door instead, it might be cheaper and better service.
My package is missing and I can't get assistance. It has been 2 weeks.
The packaged was delivered to their locker at 10 AM, the package was taken at 12 PM with some bogus signature. I came to the locker at 7 PM to get my package but was told there was nothing there. So I checked their app and found out it was picked up already. I’ve contacted them through email and it has been two days with no reply. What’s the point of paying for a service just to have my stuff stolen?!
In reviewing your account, I only see one delivery made into your account. That delivery was actually meant for the previous tenant, ***. You can view the image of the delivery photo on our website.
I apologize that the carrier misdelivered this package into your account causing this confusion.
Luxer One handles the package room at my apartment complex. The first issue is all packages are left in one big room for anyone to take. Second they state that one feature is it is under video surveillance. I have had two packages go missing in the last 4 months. I reached out to Luxer one and first they push me to go look in the room again, even though I already looked at every single package. Then when they finally decide to check the video footage it is no longer available because they only keep a few days of footage. Basically you are paying for a service that is useless because if your package vanishes you have to deal with the carrier.
Luxer one.. Does not deliver the packages, does not help when one is missing.. Basically does nothing but give you a code to access a room filled with packages.
I have reviewed the interaction, and events leading up to this complaint.
There was a delivery made on 3/25 to a different account in the same unit. The customer support team did not look into the second account in that same unit, and instead gave you access to the room to look for the package again. This is the standard procedure, since we have found that most packages that cannot be located are in the room in a different area than where the resident initially looked.
Unfortunately, the team did not immediately send this for video research, and instead waited for a response from the customer.
The property where this Luxer Room is located opted for 10-day video retention, and when the Video Research team went to review the footage, it had expired.
The normal way to handle a missing package is to alert the seller that the package was not received, and they will replace it free of charge. A seller should have insurance on their shipments, and that would cover their costs for the package replacement. This is how most missing packages are replaced.
Luxer One never takes possession of the package, and has limited liability when it comes to the packages.
In this instance, I have reached out to this resident to see if the package has been replaced by the seller, if they were not able to get it replaced, I am going to come to an agreement with them on replacement.
Luxer One allowed my package to be stolen out of the locker, without even notifying me that it was stolen. And since *** is also incompetent and didn't take a proper picture of the package/shipping label, I literally have no idea what that package contained. I don't know if its something I ordered for Christmas or if someone sent me or my kids something. It could have been very valuable and I CAN'T EVEN TRACK IT BECAUSE LUXER ONE KNOWS NOTHING ABOUT THE PACKAGE INCLUDING THE TRACKING NUMBER. I have tried many times to resolve this issue with Luxer one and their response was "sorry, you're on your own".
Hello,
I have reviewed the correspondences with our customer service team about this matter, and will try to help resolve this.
Luxer One never takes possession of any packages, and does not set the rules for deliveries at the properties which have purchased our lockers. The rules for deliveries are set, and enforced by the property.
Property managers have the ability to audit their lockers to ensure that old packages are not allowed to fill the system, and that incorrectly delivered packages are not left in the system.
Many properties only allow packages to be delivered to tenants, and not to third parties. In your case, the property where you live has a policy that does not allow packages to be received by non-tenants.
A standard locker audit was performed by the property management staff, and they found a package for a non-resident, which was in violation of their policy.
If you are uncomfortable with the idea of the property staff having access to the lockers, you have the option to opt out of the system and not use it. I recommend against this, as many carriers will return packages to their sorting facility instead of taking the package to your apartment door.
I wish the carrier had taken an image of the package label as we request they do, that would have made this easy to determine what was in the package. Since the package is no longer at your property management's desk, and we have no record of the package label, my recommendation would be to ask the person who had it shipped to your property what package they did not receive, and then report it as never delivered to the seller.
That really is the only thing to do at this point.
This whole problem started when Luxer One installed their delivery room at our apartment complex. I am not a Luxer One customer; I opted out of their "services" ever since they started hijacking my packages. When a package is suppose to be delivered to my address, it really gets delivered to the Luxer One storage room. Opting out of their services means absolutely nothing, I still have to call them every time to get my packages. This is an ongoing problem.
After making calls to Luxer One to retrieve my packages, they always apologize. I'm sorry, apologies don't solve the problem. Then they tell me how since I've opted out, delivery drivers are suppose to deliver the packages to my door. I've been told on the phone by Luxer One that: 1) drivers scan all packages and place them in the storage room, unless there's a message on the iPad for the driver to deliver it to my door. (Not true; their system doesn't work that way, as verified by ***.) 2) They tell me they'll "reached out" to *** and *** to fix the problem. This is a hollow promise, *** and *** don't have to follow Luxer Ones' desires or wishes; they don't work for Luxer One, so Luxer One has no control over *** or *** drivers.
I had another delivery yesterday. According to *** the package was delivered to MY address. Nope, it's sitting in Luxer One's storage room. No access code to retrieve it. I've called Luxer One and their lines are all busy, "Please try your call later."
What does opting out of Luxer One's business model really mean? Aren't there any laws against a third party taking control, (aka hijacking,) of your packages when you don't want them to?
I am sorry for any frustrations you have had with the package room at your apartment complex, and I believe I can solve this problem for you.
When I reviewed the account, I noticed that you had been completely removed from the property, instead of merely being opted out. The representative who assisted you when you first requested to be removed helped, they totally took you out of the system.
Unfortunately this is not the best wya to handle this, since the carriers will not find you in the system, and will instead deliver the package to the property management's account.
I have added you back to the resident list for your apartment complex, and now when a carrier looks up your name it will say, "This user has opted out of this system, please deliver any packages directly to the unit number listed on the package. Thank you."
This should cause the carrier to deliver to your door.
That being said, I cannot control the behavior of a delivery driver when they see the message. We have reached out to the carriers and asked that they honor those requests, but since they are not Luxer One employees my ability to control them is limited.
However, the best way to get your packages delivered to your door it to leave special instructions when you have something delivered. Carriers will follow special instructions over any other policy (like using a package room) at your property. You should put something like, "Please deliver directly to my unit, and do not leave the package in the package room. Thanks." in the special instructions when ordering.
Doing should solve any delivery problems you are experiencing. If you have a driver who does not follow your instructions, the best way to resolve that is to complain directly to the carrier with the tracking number. As the recipient of a package, your direct complaints on the incorrectly delivered package (since they did not follow your instructions) carry more weight with the carrier than when we contact them.
Thanks,
***
Director of Customer Success
Luxer One
The problem with this most recent delivery is that you were not in the system on 3/17 before I added you in on 3/18. When the carrier has a package and the recipient is not listed, they will deliver it to the property management's account.
*** delivered the package into the package room on 3/17 at 5:11pm. See image attached. The property management staff can retrieve this package for you.
If you were an active user, one of our customer service staff could re-assign this package to your account, and you would be able to pick it up. More likely however, the carrier would have simply delivered it into your account and you would have had no problems.
We have verified with the national carriers (***, ***, ***, ***, ***), that they expect their carriers to follow any special instructions by the recipient first, and then follow any guidelines at the property, including delivering into package rooms or lockers.
If a carrier does not follow those instructions, the carriers will take complaints about incorrect carrier behavior, and provide coaching to that carrier on how to properly deliver packages. They need tracking numbers for this, so they can pinpoint where they failed to follow instructions.
I am sorry that this has been a frustrating incident for you.
I really do think that being in the system will make this work better for you, and would help you receive your packages in a better manner.
Thanks
Complaint: ***
I am rejecting this response because:*** keeps informing me how this should all happen. unfortunately this isn't what really happens.*** said, "The problem with this most recent delivery is that you were not in the system on 3/17 before I added you in on 3/18." Last year when Luxer one got involved in the process, I contacted them and opted out. Your employee deleted me from the system. Every phone call to Luxer one I was told a different reason for my packages ending up in your storage room. In subsequent phone calls to Luxer one your own employees would tell me that the info given to me on the previous phone call was incorrect.*** said, "*** delivered the package into the package room on 3/17 at 5:11pm. See image attached. The property management staff can retrieve this package for you." Sorry ***, your photo doesn't prove anything; the package wasn't in your storage room, it was returned to the Post Office on 3/17. By 3/17 our Leasing Office was closed due to Corona Virus concerns. I had to figure out where it went and go pick it up. *** said, "If a carrier does not follow those instructions, the carriers will take complaints about incorrect carrier behavior, and provide coaching to that carrier on how to properly deliver packages. They need tracking numbers for this, so they can pinpoint where they failed to follow instructions." Great! I get to waste my time solving this problem, too; this is a problem that never occurred before Luxer one. *** said, "I am sorry that this has been a frustrating incident for you. I really do think that being in the system will make this work better for you, and would help you receive your packages in a better manner." It's not one incident, ***, this has been frustrating ever since Luxer one became the middle man between package senders and me the recipient.I'll say this again, all of my package deliveries ran smooth until Luxer one showed up. I think Luxer one is a solution in search of a problem.
Sincerely
According to Luxer One, my package went missing. They were unable to locate my package or get in contact with the property management.
They take no responsibility for their faulty system. Supposedly they have 24/7 surveillance in their locker rooms, yet they were unable to locate my package that was delivered to a stored locker.
Their correspondence is horrible.
It takes days for them to communicate back. In the end all they can say is, we're sorry your package is missing. We can't do anything about it.
The only way I can receive packages is to pay for this service and Luxer One customer service has not been ethical when I finally had to sign up for this service because I have missed 3 packages since USPS marks refused. AFTER I sign up I am given the $10 fee if package is not picked up and I was advised that their are terms and conditions that I have not yet seen AND I have already given my credit card information. I try to take my credit card off file and they deflect accountability and say it is the apartment/land lord who requires it
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I apologize for any inconvenience or confusion.
Sign-up and storage fees at Luxer One lockers are set at the sole discretion of the property management.
The property management at your building (AIMCO) has instituted a $50 sign-up fee for the use of the Luxer One lockers at your residence, along with storage fees ($10/day) for any packages left in the lockers for more than three days.
We provide invoicing services for the sign-up, and storage fees at the lockers in your residence.
You have the option to opt out of the service. If you choose to do so, I can cancel the signup fee.
I recommend against it though, since it will most likely mean that you will need to pickup your packages at the carrier's local sorting facility.
Please let me know what you would like to do, and I can either leave you in the system, or opt you out.
Thanks
Luxer One controls access to my apartment building's mail room. If you order a package, you are supposed to receive an access code via text or email from Luxer One when it is delivered.
Unfortunately, this rarely happens. More often than not (seriously 80% of the time), Luxer One doesn't provide an access code, making it necessary to call their customer service department by phone to request one.
Best-case scenario: You are on hold for five minutes, spend five more minutes on the phone providing your name and address and tracking number and contact information, and then Luxer One provides an access code.
Alternative scenario: You are on hold for 15 minutes, you are answered by a Luxer One employee who can't find a record of the carrier having been at your apartment; you spend 10 minutes pleading with them before hanging up; you call again, spend another 15 minutes on hold, and then--after providing the exact same information requested by the first agent--you finally receive the access code.
In summary, their system is glitchy and their employees follow seemingly inconsistent policies.
They did not notify me of 2 small packages I received which could have easily been put in my mail box until 24 hours later. The company I bought the gifts from assured me I'd get the packages on time for my neice's birthday. She was extremely disappointed as she had to take a flight home without the gifts. An employee of Luxer One opted me out of receiving any future packages telling me that any packages sent to me will be returned to the sender. Put smaller packages IN THE MAIL BOX. YOU work for residents at Renew *** WE don't work for you! No wonder you're not accredited by the Revdex.com!
Can I give zero stars? This is by far the worst package delivery system, so much so that I am considering moving out of my apartment complex because I cannot get my packages anymore. I have lived here 3 years with a regular (human) concierge, and did not lose any packages. Now, three months of the Luxer One system and I have lost FIVE packages, and no response or efforts to find these packages. When I call the company, they say I have to contact the post office or *** to find lost items. No way - this is absolutely a result of this inefficient, inconvenient, horrible, waste of money system. They are untrustworthy, unreliable, and do not care about filed complaints or focusing on make improvements to their system. If you are looking at an apartment building that uses this system, look somewhere else - if you value your ability to get your own mail!
This service is horrible. They force you to sign up when you move into an apartment complex that has these “luxury” mail boxes. Then they make you list a credit card for each recipient so they can charge you late fees, which would be fine IF they actually TOLD you that your package arrived. Half the time they don’t! Then you track the package only to find out that it arrived THREE DAYS AGO. Which of course means that you have already accrued late fees which they proceed to charge to ALL the cards that are listed. Every. Single. One. What’s that you say? That package wasn’t under your name? TOO BAD! You still pay for $8. Total scam artists. Poorly thought out and inefficient system designed to take your money while providing you NOTHING that a normal mailbox doesn’t already provide. Total garbage.