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Luxer one

1530 Custer Ave, San Francisco, California, United States, 94124-1415

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Luxer one Reviews (%countItem)

These boxes are the WORST. Trust me, have your packages sent to an Amazon box. If you get a lot of deliveries, get a PO box. At least the post office won't rip you off. This company? If your packages aren't lost or stolen, they'll hold your packages hostage (ILLEGAL) until you give your card number to a fly by night company. Just NO. If they are in your building, get management to get them out, pronto.

Luxer one Response • Oct 18, 2019

Robert -
We are sorry to hear that you have had a bad experience.
If there is something that we can do to help you find a package, please email or call us with the details. Our Customer Support team is ready to help.
I searched for your email address in our system, and this email address is not coming up as associated with either an active or an inactive account.
I would like to go through a couple of the points you raised in your review.
If you, or any resident, lives at a property where the property management company has set the lockers to require a credit card or sign-up fee, you can always choose to opt-out of the service. If you decide to opt-out, a customer service rep will provide you with the access codes to any packages you have in the system.
Fees and credit card requirements are determined by the property where the lockers are installed, not by Luxer One.
Luxer One is not a “fly by night” company, we have our lockers installed in thousands of multifamily complexes, and take in millions of deliveries every year.

Just moved into an apartment with Luxer One system. The idea of having it sounded good. But turns out to be my worst nightmare so far. Got a total of 8 packages delivered to me via a number of different couriers, *** ... All packages including a very heavy and bulky on that can't be fitted into the largest locker was left there. Both courier and leasing office claims that its what to be expected by agreeing to use this system! And for the ones that can be fitted into the lockers, they are all put in the shared large locker. I have to move out large heavy bulky ones belonging to other residents before I can reach mine, and then have to put them back into the locker again. Got myself quite a few bruises just doing this! Seriously, this is the most *** system I have come across so far. As for the so called one time QR code for opening the locker, I have tried using it to open the locker multiple times on the same day, and it works every single time! Would move out as soon as my lease is up, and not consider living anywhere with Luxer One system ever again!

Luxer one Response • Oct 18, 2019

-
Thank you for sharing this feedback.
The extra-large locker you are referencing is supposed to be used for large packages only, and not for all deliveries.
I have reviewed the lockers at your property, and it appears as if the carriers are not using the system correctly. I am having the account manager who is assigned to your property contact the carriers in your area to re-train them on correctly using the locker systems so we don't have all of those packages going into the XL locker.
I am sorry that you had a poor experience, but I thank you for sharing it with us so we can get it corrected.

Period: Jan 2018 to current date
Cons of Luxerone:
1. Functionality: They over ride delivery instructions by broadcasting it directly to the carrier drivers when customer creates luxer account. So no more front-door options no matter the size/weight of the package. (So if you live on top floor & the building has no elevators, you will have to arrange additional assistance to help you carry your packages from mail room to your unit)
2. Consistency: Out of 10 pkgs, expect luxer locker code for 2 pkgs only. Rest pkgs will have delayed code, jammed door, wrong code, delivery to secondary email, delivery to primary phone etc based on the mood of lockers. Hence expect 80% error rate.
3. Communication: Their customer support responds with random technical jargons that have nothing to do with actual issue. Hence expect 1-sided communication. There is no direct communication between community management & luxerone as result expect the blame-game.
4. Contradiction: They will re-route the resident towards community/building managers to solve luxerone’s issues manually, which will require additional appointment limited to office-working hours only. Hence expect more delays to retrieve your blocked packages.
5. Re-occurrence: Same issue, same resolution strategies. Hence expect to repeat the issue-reporting multiple times. Please don’t expect permanent resolution of the reoccurring issues.
6. Resolution: Temporary resolution is only granted for resident’s determination & patience. Hence expect unreasonable stalling of time.
7. Domino effect: It encourages the drivers to dump all community packages in the mailroom without utilizing the locker system. Hence expect to play treasure-hunt games for your packages.
Conclusion: After paying for both Luxerone as well as shipping services, expect only 20% accountability.
Pros of Luxerone:
There is none except that brief absence of cons can build false hopes in residents/customers.
Conclusion: I never imagined home-delivery could be so complicated!

After multiple exchanges with customer service and even a request to speak to someone else, the agent who was assisting me refused to provide any evidence that my building instituted a yearly fee for use of this system.

After calling support initially for a package retrieval issue, I immediately got another email stating I had been charged a yearly fee which I had never been charged before or heard of. I started a conversation with support where they stated that this fee always existed, and due to a billing issue wasn't being charged to me. I asked for evidence that this was always an existing fee (documentation, declined charge attempts on my card from the previous years, etc). The agent refused to provide any information and was completely dismissive of my request.

Furthermore, the company has on multiple occasions attempted to charge me $50 for late package pickups, despite having set a vacation hold. Their system charged me anyway and I've had to manually reach out to have these charges reversed.

Finally, on more than one occasion (5-8 instances a year) my packages have gone missing, had been marked as delivered but with no confirmation PIN to pick them up, or have been returned to the sender despite a vacation hold.

Luxer one Response • Sep 02, 2019

We apologize for any confusion regarding the sign up fees, or the problems with deliveries.

The property management company that manages this property had informed residents of a $50 annual fee that was instituted on 6/11/2018, however it had not been enforced until 6/11/2019. At that point all residents of the property had to pay the $50 annual fee in order to receive access codes for their packages.

If a resident chooses to not pay the fee, they can always opt out of using the locker systems.

Regarding missing packages and undelivered packages, there are a number of things that can cause a package to not be in a locker or room where it is expected.

1 - In a shared space, another resident may accidentally pick up the wrong package.

2 - Sometimes carriers will attempt to deliver a package into a locker too small for it to fit, and then deliver it as a second package in a larger locker. This creates the illusion of a second delivery which doesn't exist.

3 - Sometimes carriers will deliver a package, only to then realize the package requires a signature. They will then delivery the package to the door, or front desk. Again this creates the illusion of a delivery which doesn't exist.

I will look into the reports of a vacation hold not functioning correctly. We have thousands of vacation holds on at any given time, and I have not seen an example of one not working as designed.

Customer Response • Sep 04, 2019

Complaint: ***

I am rejecting this response because:

I had asked for documentation multiple times that showed my building instituted some type of annual fee. My building could not produce any nor could I find any, and Luxer One refused to do so when asked, claiming it was always present and that it was my building's responsibility -- even now in this most recent response. Furthermore, despite the date mentioned as to when the fee started getting applied to user accounts, mine was only charged after I called in for help (after the date mentioned). It's as if the company recognized an opportunity to charge me for something while investigating my account and started the charge without notifying me. The email that I had been charged an annual fee was instantaneous after my support call ended. I want the $50 annual fee returned. It didn't exist before, Luxer One failed to provide any documentation around it starting as well as any "previously failing charge attempts" which apparently lead to the immediate charge of my account after I contacted them.

Regarding vacation hold fees: There are at least 2 support requests under my email about being charged for package fees despite my vacation hold being on. The company need only look them up and provide them. If they can't I'm sure I can find them.

Finally, regarding the reasonings for packages not being delivered, going missing, or otherwise showing as delivered but not being available: these are all problems that need to be solved. These are not acceptable reasons for users missing their packages. I see no effort being made by the company to improve its relationship with mail carriers or properties to troubleshoot these instances and in more interactions than not, they seem to actively pass blame away from themselves to the building or mail carriers. This is their system, if it's not going to work around these very real scenarios, then it's a product that is not ready for market.

Sincerely

Wow. What a terrible company. They allow ups to put your items in their lockers and hold your stuff for ransom until you pay a fee of $20 to retrieve it. If you do not pay the fee within 7 days they return it then charge you a storage fee.

Luxer one have a contract with my apartment complex. For the past 6 months, I have not received any notifications, when I receive a package. I have had several packages returned because I am not receiving notifications, I have a package. I was receiving email and text message notifications from luxerone previously but 6 months ago I stop receiving these messages because of a glitch in luxerone's system. I have Systemic *** I receive my medications in the mail through out, the month, every month. I need my medicine. I need ALL my packages. I have filed SEVERAL complaints with luxerone. As of today's, my issue have NOT, been resolved. I have requested the vice president's information, to get this issue resolved. Several supervisors have been involved but NO resolution. I haven't received any contact from the VP or any resolution.

Luxer one Response • Aug 21, 2019

Response: ***, I apologize for the notification problem you are experiencing. I reviewed your account, and we are sending emails to the email address you have on file. I do see that your email provider is bouncing some of our messages to you when we send them. I have escalated this problem to your email provider, and hopefully, it will be resolved soon.

In the meantime, I recommend one of two things, either add a phone number to your account so we can send you text message alerts when you receive a package or change the email on your account to another email provider.

Okay, so I understand the premise and in theory, I like it. I live in an apartment complex of over 150 individual units, and a lot of us work jobs that don't allow for people to visit an office to pick up packages within business hours. Hell, I was one of them. A locker system is absolutely a great idea. However...
The Luxer One locker system absolutely sucks. I've gotten my first three packages delivered to my apartment in the last five days. The first package actually worked, and I thought, "Oh. This might not suck as much as I thought it would." Because honestly, I work in the tech industry, and I can usually tell a bad product when I see one.
Unfortunately, my gut feeling was absolutely validated when my second and third packages both have been stuck in the locker. You go to enter your six digit access or scan a QR code -- both are single use, and it says "Take your package" but the package door does not open. There's a "re-open door" button, but regardless of what you do, how hard you push on the door (which is their customer service's instructions) it doesn't seem to work unless you have the customer service person constantly resetting the code for you to try it over and over.
On top of that, when I called back the SECOND time today, they stated that they were too busy to fix my problem tonight (I assume that this is because of the holiday weekend, but I'm also just very disenchanted with this overall) and that they'd get back to me within two business days.
My building doesn't give anyone the option to opt out, so I am absolutely trapped using it if I want to have things shipped to my home, which now that I work out of my house, I literally have no other option at all.
I will say this: The two ladies on the customer support line were a lot more empathetic than I would have expected, considering their entire job is probably getting yelled at by frustrated people who are just trying to get their chocolate chips or cookie sheets out of these faceless behemoths.

Today I received a package from luxer one. The delivery partner was *** and *** wrote that they left the package in the delivery room. I did not get an access code so I called Luxer one, the first time I called, I got the code via text that instructed me to go to the locker, which I did but the locker kiosk said it was opening up the mail room, which is in a different location. I called Luxer again and the women told me they do not have my package because it was reassigned. She offered no help. Due to the changing nature of the globalized world, we relyr on packages to be delivered on time. I paid extra money to get my package delivered today.

Luxer one Response • May 21, 2019

We are sorry to hear that this package pickup experience did not go as smoothly as normal. Below is a synopsis of how we responded to this problem, and the eventual outcome.The package was successfully delivered into the locker system by the carrier. When the resident went to retrieve the package, the locker door did not open. Since the code had been used in our system (the unsuccessful attempt), it would not allow the resident to reuse the code. The resident called our support team and requested to have the locker door opened so they can pick up their item. In an attempt by our team to provide the resident access into the locker, the representative reassigned the access code from the resident’s account to the property management account. Unfortunately. there was an internet outage occurring that prevented the system to re-sync the changes, and the package needed to be retrieved manually by the property manager.The next morning the property management staff redelivered the package into the lockers the following morning. This redelivery sent the resident a new access code and they have since gotten their package.

Luxer One is the worst system you could imagine - the level of negligence is almost criminal. Packages are lost in the system more often than they are delivered properly, and Luxer never claims any responsibility. In addition, good luck to anyone trying to get information from them regarding missing packages (75% of everything I get delivered goes missing). Customer Service is rude and uneducated regarding their service. Myself and my neighbors have had to file countless police reports because of this company's incompetence. Do not use this system and do not move to an apartment complex that uses this system.

LuxerOne Offers a service, that consumers do not need to sign for a package. I can arrive home, after work, or any other time to pick up package from their lockers. I just use the code emailed to me. The code has not worked for 5 days straight. I have emailed, called them, and the code still does not work. I have not received any correspondence from the supervisor, as of today, so I am emailing you today. I know there are laws that protect consumer packages, my local *** has told me so. They told me that LuxerOne can't hijack my package. They are supposed to turnover my package to me, immediately. What am I to do? I call, and call. Email and email. They do not care. I even let them know that I would contact Revdex.com, they do not care. I am beyond frustrated. What do I do? Please help. I can forward you, ALL, of my emails for evidence in this dispute. Thank you

Luxer one Response • Jan 31, 2019

We have reviewed the problem that Mrs. *** experienced at our locker system, reviewed the interactions, and made updates to our internal processes to ensure that this situation does not happen again.

As soon as this problem was escalated to a manager on 1/22 at 7:39pm, our Call Center Director reached out to Mrs. *** via email on 1/22 at 9:09pm in an attempt to resolve the issue. She declined the offer of a phone call in an email response received on 1/25 at 2:30am.

When the property management staff returned to the office the morning of 1/23 we alerted the property about the section locker doors which were not working. The property emptied the lockers the morning of 1/23 and informed us that they contacted all of the affected residents and asked them to get their packages at the property management office.

We strive to ensure that our lockers are fully operational and accessible at all times. However, in such instances where a hardware malfunction prevent the lockers from opening electronically, the property management on site can access the lockers manually and ensure that residents are able to retrieve their packages.

We have received confirmation from the property management company that the inaccessible bank of lockers has been emptied, and the affected residents have been notified to pick their packages up at the property management desk.

In review of the experience Mrs. *** had with our support staff we have taken the following actions.

1 - We have reviewed the interactions our Customer Service team had with Mrs. *** and have provided feedback to each representative on the opportunities to have handled this situation correctly the next time they experience it.

2 - We have reviewed the escalation processes for our Customer Service Representatives, and have made changes to ensure that they properly handle this type of issue in the future.

3 - We have discussed this type of problem in our team meetings over the past week with our representatives to drive home how important properly handling these types of calls is for the users of the system.

4 - We have reviewed our process for customer service reps to contact the property management at our locations, and ensured that each representative is aware of the correct procedure.

One of our goals as a company is to simplify package delivery for the residents of multifamily housing complexes. We regret that this situation occurred, however it did highlight a need for additional training for a portion of our staff. We take matters like this seriously, and appreciate that Mrs. *** took the time to reach out and bring this matter to our attention.

Customer Response • Jan 31, 2019

Complaint: ***

I am rejecting this response because:

This is a serious issue. What they have done, the *** could NOT legally do. There would be serious consequences. Consequences must apply to Luxerone. The ***, ***, and *** delivery services must comply with Federal Law. This is not a retail matter. By Federal Law, there must be protection for a resident/consumer to be protected in the case that a company purposefully violates law.

I am submitting phone screenshots, (I can request my phone company send me a print out, if needed), and emails. I want Luxerone to show me PROOF, that they responded before I let them know that I would take further action and contact the Revdex.com. The ONLY reason that they responded to me, was that I kindly informed them, that I would take action. What if I had not known about the Revdex.com that protects someone like me? They would have done nothing.

Luxerone cannot provide proof that they responded to me at all. I received only ONE call and ONE email, only after I made it clear that I would contact the Revdex.com. The *** could not ignore a person, I spoke to an employee. Why can they? Why are they above the law? The *** could not hold my package hostage? Why did they only send a tech, after I let them know, that I would contact the Revdex.com.

Luxerone is lying to you. They need to provide proof that I am wrong. A company that handles packages, should not have Federal Laws bent for them. That is unfair. That is not legal. I sent multiple emails, that were ignored. Where are the emails that they responded to me? None. They responded ONLY after I let them know, that I would contact Revdex.com. In fact, I went to their website (they did not tell you that), I went to their MAIN page and contacted their support AND sales staff. I reached out. I was the donkey chasing anyone, absolutely anyone to help me. They failed to let you know about that.

Luxerone created a fluffy email to mask the truth. Before I was just a person they could ignore. They responded only when there was a threat of Revdex.com stepping in. Please investigate them. They are only telling you half-truths. Please and thank you for your time. Thank you for your patience in this matter. If more details, or emails need to be sent, let me know. I have more, many more, where they completely ignored me. They even had a Rep, that I begged for a Supervisor, completely ignore me. I begged that rep, to add notes to my account, and no one called me back. I called again, to another rep, and begged for notes to be added to my account and no Supervisor contacted me. No one. I was invisible to them. I am only visible to them, because of Revdex.com.

Sincerely

I recently joined *** program where meals are delivered to my residence with a time limit within item should be cooked. the first two times the lockers worked great but one week prior to my vacation I was not able to retrieve my item and was never given a call back or response to my emails.
My perishable items was delivered on time, December 18th to my address but the shared locker just would not open. I called several times to get support and although they were great at taking my information, there seemed to be a large disconnect between technical support and customer service. Customer service reps couldn't give me any consistent information on how these things get resolved. I was simply told I would hear from someone shortly, or there is a button on the lockers that only my building managers have access to....??? In the end it wasn't until I threatened to file a complaint that someone actually resolved the locker situation and I was able to retrieve my item Friday, December 21st. By then all of the ice packs had completely thawed leaving me skeptical about consuming the meats that would need to be cooked that day. All in all I feel like I am out $49.80, the total cost for the meals delivered but unable to retrieve.

Luxer one Response • Aug 21, 2019

We regret that there was a locker malfunction with food inside, and without one of our refrigerated lockers leaving raw food inside for an extended period of time is certainly a problem.

We have been in contact with *** and they ask that their customers contact them directly for a replacement or refund for any food that spoils before it can be retrieved by their customers.

During the period you contacted us, December 18, 2018, we were experiencing a routing problem that sent calls to our overflow answering service, and not to our customer support team. We have since fixed that issue, and if you were to call today for this type of problem your experience would be much improved.

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Address: 1530 Custer Ave, San Francisco, California, United States, 94124-1415

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