ComplaintsforLunya Co.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a loyal customer to ********************** and I have purchased several sleep sets, pants, and an eye mask. I recently purchased a black long sleeve washable silk set that retails for $298 plus tax. Unfortunately I noticed the craftsmanship, stitching and quality of the pants in the set was horrible. It looked like the stitching was inside out and about to tear. I have never experienced this issue with their other products and this is definitely not what a $300 pajama set should look like. Their website emphasized their commitment to quality and meticulous construction techniques which is exactly the opposite of what I received. Dont advertise something on the website and deliver a product that is no where near what is being advertised. At the end of the day its a quality, production issue and the company should stand by their product. After attempting to call (number listed in their website is not a working number), emailing several times etc, their happiness team stated there wasnt anything that can be done. Again, acknowledge your customers, make them feel valued and heard, and stand by your product that you so meticulously crafted and have the audacity to charge $300 for. Craftsmanship, quality, and customer service are absolutely terrible. All I want is a replacement of the same set with one that is in appropriate condition.

  Business response

  08/16/2023

  Hi ****,

  We're so sorry to hear about your damaged item along with disappointment in our customer service. 

  Unfortunately, since this item was purchased from a third party, we are unable to assist and recommend contacting the business it was purchased from directly which in this case, was Nordstrom. This is for various reasons, including but not limited to, Nordstrom having specific damage policies in place, agreements made by both retailers when becoming wholesale partners as well as Lunya not having order, transaction, or payment references, in this instance.
  
  We apologize we are unable to assist when purchased outside of Lunya and do recommend contacting Nordstrom's customer service for assistance with the purchased item.

  Customer response

  08/17/2023

   
  Complaint: 20470077
  
  I am rejecting this response because:

  Your garment/product is still your garment and product. While I understand the limitations and policies with third parties, its not like Nordstrom is manufacturing defective and faulty merchandise, it still goes back to the business. You should stand by your claim of quality craftsmanship and expertise and value customers paying such a premium price regardless of the outlet used for purchase. Furthermore, ********* advised that a defective product such as this should be handled through the customer service department of the company. Just like ******** sells ***** products (with specific item numbers and codes), an issue with a product is handled through dyson as the warranty and production is handled by them. This is just one example. At the end of the day I can and have provided a receipt of purchase including item number, price, date of purchase etc. and all I am asking for is a replacement, which doesnt seem to be a big ask considering the $300+ price tag. 
  
  Sincerely,
  
  *******************

  Business response

  08/24/2023

  Hi ****,
  

  We understand this may be disappointing, however our policies and various softwares involved are currently unable to process or assist with a replacement when an item is purchased through a third party.
  

  Our Customer Happiness team followed ** in a separate thread offering to pass along the details of this issue to our internal wholesale contacts at Nordstrom for direct assistance. If ********* initially advised you to contact Lunya directly, the representative was misinformed and should be able to assist from here on out.
  

  Our team has requested your Nordstrom order number however this information has not been provided. Should you wish to provide this information, it can be sent to ***********************************.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made three multiple purchases from Lunya and received only some of the items from each. They charged my card in full at the time of the order. I waited weeks as the orders still say processing, but to no avail: the items never came. Since Dec. 9, I have left multiple calls, emails, and follow-up emails. I got one response back where the email said they did not have the items and that they could replace them with different items. As these are holiday presents I said yes. I never received an email back (despite many follow-*** and two voice messages left at their listed number, and another request through their site). I just want the items or a refund. This is the absolute worst customer service I have ever experienced. To be sold MULTIPLE items that are actually not available, totaling hundreds of dollars; to not get response (after I had to follow up; they never reached out to me saying things were out of stock and how should they proceed, etc.); and to have no resolution weeks after initiating contact.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Lunya shipped me the incorrect item after I paid nearly $300. On Dec. 2, 2022, I purchased a ****************************** Pant Set *********************************************** gift. On Dec. 8, I received the wrong item in the wrong size. Consequently, I could not give************************ gift. I promptly emailed Lunya's customer support. 3 days later I get a response offering to ship another wrong item to an address in another country ("*******"). I live in *****. I responded requesting the correct item that I ordered be shipped to the correct address. It has been another 3 days and I have not received a response. I am highly disappointed in this company and their customer service. At this point I am not confident in this company's ability to deliver the item I ordered. Requesting a refund.

  Business response

  01/19/2023

  Business Response /* (1000, 5, 2022/12/28) */ We sincerely apologize for the incorrect item received, the address confusion along with delay. Due to the busy time of year, replies may be a bit delayed and temporary hires are onboarded in order to assist with inbound volume. We apologize this affected your order this holiday season and are addressing this internally to ensure this does not happen in the future. It looks like you have since been in contact with our team and the replacement has been sent out and delivered on 12/20, per the **************************** to the corrected address. Please do reach out to us at ****************** should you need any further assistance of course.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a robe to them months ago and they never refunded my credit card. It was an expensive robe and I'm not happy about it.

  Business response

  07/26/2022

  Business Response /* (1000, 8, 2022/07/13) */ We're sorry to hear that your refund has not been posted and have since resent our messages to the email we have one file regarding this issue. In looking at your account, the reason your refund was not processed was due to an active chargeback being in place, which prevented the refund from processing. That said, since the chargeback has been resolved, we have processed your refund in full. You should have received a refund confirmation email regarding this refund but please reach out to our Customer Happiness Team should you need it resent. Please let us know if you have any other questions, of course!

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For Christmas my daughter bought me the cozy cotton silk relaxed ankle pant. I have something similar so want to do an exchange for a sleep set. I have emailed numerous times and get a canned response - Hi, Thank you so much for reaching out! This is a quick note to confirm we are not sleeping ;). Your message was received! Please note that we are experiencing higher than usual volume and so of our team members will get back to you within 3-4 business days (Monday-Friday, excluding holidays and weekends). We sincerely apologize for any inconvenience -- we are a small team of real humans doing our best. Please do not send multiple emails, as it will delay your response time. Have a question about returns or exchanges? Please visit our returns page for details: ************************* Other questions? Our FAQs can be handy as well: ******************************** Book time with our virtual stylist! *********************************** Kindly, Lunya Customer Happiness Team I'm not a happy customer and want an exchange or my money back.

  Business response

  02/09/2022

  Consumer Response /* (2000, 9, 2022/02/09) */ The problem has been rectified Thanks!

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Christmas gift for my daughter that I need to return and the site is not allowing me to do so. I have tried contacting customer service through text and email and I have not received any response. There is no phone number for customer service.

  Business response

  02/09/2022

  Consumer Response /* (2000, 13, 2022/02/02) */ We have been notified and issue resolved.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order led clothing from store around thanksgiving. Packing was shipped no tracking number and no package ever received. I have message them multiple times and only received a generic response stating to be patient while they look for my order. No contact number and no response what so ever from this company

  Business response

  01/11/2022

  Consumer Response /* (2000, 5, 2022/01/06) */ Thank you they actually responded to me the day after I filed the complaint and it is resolved now

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up to get text alerts with the promise of a $20 discount on my first order. It added the discount but then as soon as I added my credit card info the discount went away. This is called bait and switch and is an illegal and unethical practice.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/11/05) */ Hi ********, We appreciate you sharing your concern and promise this was not our intent. Our Welcome Promotion is available for $20 off a customer's first order with the value of $100 or more. In your case, the code didn't push through because you had placed your first order back in February of 2018. We're very sorry for the confusion, but be sure to check your email as we reached out following this review to provide you with a replacement code to use on your next purchase with us. In the future, we are more than happy to assist with issues if you reach out to us at *********@lunya.co. Thanks, Lunya Customer Happiness Team Consumer Response /* (2000, 7, 2021/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was my mistake. I forgot I had ordered one thing from there several years ago. Sorry for any inconveniences.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩