Luxury Living Direct

To whom it may concern, We did everything in our power to assure that the customer is aware of the receiving instructionsThey were aware that inspection must be done PRIOR to signing for anythingInitially when the request for replacement was being process, they advised me that the package was simply dropped off and that they were not notifyObviously we take this seriously and we escalated the issue to the manufacturer and the carrierBoth company provided us with documents confirming that notification was made and that they were aware of the time frame We notify the customer about this and they advised me that they were doing projects at the location and that they did not have time to inspect the package because there were numerous construction going onI have documents confirming, by the customers, that they were aware of the package arriving and that they open a few boxes but didn't see the extensive damage Regrettably we were unable to procure a replacement and the customer then advised us that they were going to file a charge back and file a complaint with the Revdex.comOf course we would not want this but my customer service rep advised them that it was their prerogative do so if they felt they needed toPlease understand that we do not ship out damage productThey are inspected before it ships to make sure that it is the correct order and that it is not damageOnce it leaves the warehouse, it is entirely up to the carrier to insure that the package arrive in the condition that it was sent and that is undamagedDuring transit, the package might have been damage and that is reason why it MUST be inspected so that we may hold the carrier accountable I am truly sorry about how this turned out If you have any question, please feel free to contact us anytime Thank you,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There are several inaccuracies with the email response provided by the vendor Instruction regarding how to receive the package, specifically that there was a time requirement for acceptance, were never received At the time of (internet) purchase, there were no specific instructions regarding receipt/inspection/notification The delivery receipt from the driver asks the recipient to verify that the shipment was "accepted in apparent good order and condition ..." The word “apparent” was interpreted to mean that all of the pieces had been received & that there was no apparent damage to the shipping boxes The vendor is denying free replacement becasue a "thorough and timely" inspection was not performed It was not until the plumber needed measurements that the boxes were opened At that time, it was discovered that the packing straps inside of the box had been cut & that the counter top was broken in two pieces This was indeed almost days later than the package was received but until mid August, we had no need to open the the boxes until the unit was ready to be installed It should also be noted that we received many other pieces from this vendor in the same shipment Everything that was properly packaged was received undamaged Only the counter top that was was shipped with the cut packing straps inside of the box cut was broken on arrival Given that we did not break the counter top, did not receive specific instructions on receipt/inspection/notification that superceded the the delivery recepit, received a shipment improperly packaged and are being held to quidelines in emaisl that were never received, we find it unacceptable to have to pay $for a replacement, despite one being offered at a discounted rate with free shipping Please let me know if any additional information is required and thank you for assiting in bringing this dispute to full & timely resolution Regards, [redacted]

Hi, I am very sorry about this. Unfortunately the item was out of stock and we notified her immediately. The customer service rep that handle this issue no longer worked at our company. She had to abruptly leave her duties behind due to an extreme family emergency and did not properly leave any... notes regarding this issue. She did not come back to the company after that family emergency so again, we were not aware of it. As for the phone messages, we have an automatic voice translator then gets input into email message and sometime, the message can get construed as "fuzzy" noise and the translator would not email us that message. Regardless of the reason, I do apologize about this inconvenience. You were never charged the amount you paid for so you had your available fund all this time. Again, I am very sorry about this and we try our best to answer every call that gets made. If you have any question, please feel free to contact me anytime. Thank you,

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There are several inaccuracies with the email response provided by the vendor.
 
1. Instruction regarding how to receive the package, specifically that there was a time requirement for acceptance, were never received.
2. At the time of (internet) purchase, there were no specific instructions regarding receipt/inspection/notification.
3. The delivery receipt from the driver asks the recipient to verify that the shipment was "accepted in apparent good order and condition ..."   The word “apparent” was interpreted to mean that all of the pieces had been received & that there was no apparent damage to the shipping boxes.  The vendor is denying free replacement becasue a "thorough and timely" inspection was not performed.  It was not until the plumber needed measurements that the boxes were opened.  At that time, it was discovered that the packing straps inside of the box had been cut & that the counter top was broken in two pieces.  This was indeed almost 30 days later than the package was received but until mid August, we had no need to open the the boxes until the unit was ready to be installed.
 
It should also be noted that we received many other pieces from this vendor in the same shipment.  Everything that was properly packaged was received undamaged.  Only the counter top that was was shipped with the cut packing straps inside of the box cut was broken on arrival.
 
Given that we did not break the counter top, did not receive specific instructions on receipt/inspection/notification that superceded the the delivery recepit, received a shipment improperly packaged and are being held to quidelines in emaisl that were never received, we find it unacceptable to have to pay $450 for a replacement, despite one being offered at a discounted rate with free shipping.
 
Please let me know if any additional information is required and thank you for assiting in bringing this dispute to full & timely resolution.
 
Regards,
[redacted]

To whom it may concern,
We did everything in our power to assure that the customer is aware of the receiving instructions. They were aware that inspection must be done PRIOR to signing for anything. Initially when the request for replacement was being process, they advised me that the package was...

simply dropped off and that they were not notify. Obviously we take this seriously and we escalated the issue to the manufacturer and the carrier. Both company provided us with documents confirming that notification was made and that they were aware of the time frame.
We notify the customer about this and they advised me that they were doing projects at the location and that they did not have time to inspect the package because there were numerous construction going on. I have documents  confirming, by the customers, that they were aware of the package arriving and that they open a few boxes but didn't see the extensive damage.
Regrettably we were unable to procure a replacement and the customer then advised us that they were going to file a charge back and file a complaint with the Revdex.com. Of course we would not want this but my customer service rep advised them that it was their prerogative do so if they felt they needed to. Please understand that we do not ship out damage product. They are inspected before it ships to make sure that it is the correct order and that it is not damage. Once it leaves the warehouse, it is entirely up to the carrier to insure that the package arrive in the condition that it was sent and that is undamaged. During transit, the package might have been damage and that is reason why it MUST be inspected so that we may hold the carrier accountable.
I am truly sorry about how this turned out.
If you have any question, please feel free to contact us anytime.
Thank you,

To whom it may concern,
 
Initially when the customer place this order with us, we send them receiving instructions on how to receive the package. We explicitly state that ALL item must be inspected. The reason for this is because sometime during transit, the shipment may be damage due to...

negligence on the driver's part. In order for us to insure that the carrier are held accountable, inspection must be perform immediately and if any damage is found, our customer must write "damage" on the delivery receipt. We understand that sometime that this may not be possible because the drivers might not want to wait for inspection and in that situation, we request that our customer write "driver will not let me inspect". If any damage was found there after, this insures us that our customer wanted to inspect but was denied. That is one of the reason why it's requested that notification of damage good(s) must be reported us immediately upon arrival of the package. The customer notify us nearly a month later. 
 
If there is a possibility that the customers might not have received our initial receiving instruction, via email, we send them a second receiving instruction from one our customer service rep. It's a direct email so there is absolutely no way the customer might have construed that email as "junk mail". 
 
When the customer reported this, I immediately had my customer service rep requested the delivery receipt from both the carrier and manufacturer, to make sure that notation was made. The delivery receipt that was provided confirms that no notation was made. I then contacted the customer and express my regrets that I was unable to procure a replacement. My next option was to personally buy a replacement countertop from the manufacturer directly. The customer would purchase the replacement at our cost and I would personally pay for the shipping myself. 
 
Regardless of this unfortunate event, I will still offer the customer the countertop at a discounted price and of course, I will personally pay for shipping. 
 
If you have any question, please feel free to contact me anytime. 
 
Thank you and have a great day!

Hi,
I am very sorry about this. Unfortunately the item was out of stock and we notified her immediately. The customer service rep that handle this issue no longer worked at our company. She had to abruptly leave her duties behind due to an extreme family emergency and did not properly leave any...

notes regarding this issue. She did not come back to the company after that family emergency so again, we were not aware of it.
As for the phone messages, we have an automatic voice translator then gets input into email message and sometime, the message can get construed as "fuzzy" noise and the translator would not email us that message.
Regardless of the reason, I do apologize about this inconvenience. You were never charged the amount you paid for so you had your available fund all this time.
Again, I am very sorry about this and we try our best to answer every call that gets made.
If you have any question, please feel free to contact me anytime.
Thank you,

Review: On March 12, 2014 I ordered a bathroom vanity from Luxury Living Direct. I was told the vanity was backordered for 3-4 months. I indicated in an e-mail that the delay was fine and I wanted to wait for the vanity. In July I sent an e-mail requesting an update on the backorder. I received no response. In August I sent another request for an update on the backorder and received no response. Over the last two weeks I've called the customer service number and left a message, as instructed, and received no call back. This is the most outrageous lack of customer service I've ever experienced. I'm in a quandary because I can't seem to get any information from Luxury Living Direct on my order. I don't know if I should order the vanity elsewhere or continue to wait. I'd hate to order it somewhere else and then end up with two vanities.Desired Settlement: I would like a call or an e-mail from Luxury Living Direct so I can cancel my order and order the vanity from someone else.

Business

Response:

Hi,

I am very sorry about this. Unfortunately the item was out of stock and we notified her immediately. The customer service rep that handle this issue no longer worked at our company. She had to abruptly leave her duties behind due to an extreme family emergency and did not properly leave any notes regarding this issue. She did not come back to the company after that family emergency so again, we were not aware of it.

As for the phone messages, we have an automatic voice translator then gets input into email message and sometime, the message can get construed as "fuzzy" noise and the translator would not email us that message.

Regardless of the reason, I do apologize about this inconvenience. You were never charged the amount you paid for so you had your available fund all this time.

Again, I am very sorry about this and we try our best to answer every call that gets made.

If you have any question, please feel free to contact me anytime.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Regards,

Review: I ordered a bathroom vanity from this company, then cancelled several days later. One day after cancellation they shipped the item anyway. We refused the item at delivery and it was returned to the company. Despite five months of phone calls and emails, and despite all proper documentation regarding the transaction and the item's successful return to their warehouse, they have still not returned/refunded my $652.00!Desired Settlement: As promised in my most recent communication with the company, I would like a check sent in the full amount to my home address immediately.

Consumer

Response:

Thank you for your prompt response to my inquiry.

At long last, my refund check arrived Saturday---hooray!

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Review: I bought two vanities from this company. The transportation company called me a day before and told me they would call me 30 minutes before the delivery. I never got a phone call and they delivered the products when I was not at home. They left the products without my inspection and I found out that one of the vanity was completely broken when I came home. Even with inspection upon delivery, I probably never noticed some of the damages inside (e.g. bent of the drawer). I filed the claim, but they refused to replace the item.Desired Settlement: I was fine with exchage of the product, but after knowing how they treat customer, I do not want to give them any business. I warned them that I will file consumer complaints and post negative reviews on the website, but the customer service said, "if that is what you want to do, go ahead." I need apology for this, too. On Yelp review, there were similar complaints like mine, so obviously this company has been delivering damaged products and not taking any responsibilities.

Business

Response:

To whom it may concern,

We did everything in our power to assure that the customer is aware of the receiving instructions. They were aware that inspection must be done PRIOR to signing for anything. Initially when the request for replacement was being process, they advised me that the package was simply dropped off and that they were not notify. Obviously we take this seriously and we escalated the issue to the manufacturer and the carrier. Both company provided us with documents confirming that notification was made and that they were aware of the time frame.

We notify the customer about this and they advised me that they were doing projects at the location and that they did not have time to inspect the package because there were numerous construction going on. I have documents confirming, by the customers, that they were aware of the package arriving and that they open a few boxes but didn't see the extensive damage.

Regrettably we were unable to procure a replacement and the customer then advised us that they were going to file a charge back and file a complaint with the Revdex.com. Of course we would not want this but my customer service rep advised them that it was their prerogative do so if they felt they needed to. Please understand that we do not ship out damage product. They are inspected before it ships to make sure that it is the correct order and that it is not damage. Once it leaves the warehouse, it is entirely up to the carrier to insure that the package arrive in the condition that it was sent and that is undamaged. During transit, the package might have been damage and that is reason why it MUST be inspected so that we may hold the carrier accountable.

I am truly sorry about how this turned out.

If you have any question, please feel free to contact us anytime.

Thank you,

Review: Marble counter top was ordered on 7/18, received on 7/28 & the box was opened on 8/20. On 7/28, when the package was delivered, the invoice was signed indicating that all of the pieces had been received & that there was no apparent damage to the shipping boxes. It was not until 8/20 when the plumber needed measurements that the boxes were opened. At that time, it was discovered that the packing straps inside of the box had been cut & that the counter top was broken in two pieces.

The cut packing straps clearly indicate that the counter top was intentionally sent previously opened and either poorly repackaged and/or sent knowing damaged.

On 8/20, a email including a photograph of the damage & inferior packing was sent to Luxury Living Direct. On 8/25, Luxury Living Direct stated that too much time had elapsed between delivery & the time the box was opened & refused to replace the merchandise.

We received several other pieces in the same shipment that were also opened on 8/20. None were previously opened and none were damaged.Desired Settlement: Luxury Living Direct should send an identical replacement counter top free of charge.

Business

Response:

To whom it may concern,