Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mirror on 2/24/25which was the wrong color it wasnt exactly as depicted in the picture I returned the item and they are charging me a crazy restocking fee and return shipping fee totaling $650 and the cost of item was $1453 I have never had someone so much to return and to make matters worse they still have not refunded me

  

  Business Response

  Date: 05/02/2025

  Dear Zeldy,

  We sincerely apologize for any frustration youve experienced regarding your order. Please know that your satisfaction is very important to us.On February 24th, 2025, you placed an order for the Mirror Home ******* ****** Polished Stainless Steel Rectangular Wall Mirror, with an estimated ship time of 24 weeks. Tracking information was provided on March 10th via our carrier, Metropolitan, and the mirror was delivered on March 18th.On March 27th, you reached out to our customer service team via ********. Our returns team responded the same day to offer a possible discount to keep the item, along with our return terms and conditions. On March 28th, you replied:I did not realize the finish on this mirror is polished and not matte. The rest of the room has matte stainless accessories. Please let me know how I can return this for the least cost.Our team immediately contacted the vendor to explore return options. On March 31st, we shared both the applicable return fees and a discount offer should you decide to keep the item. You called us the same day to ask if the return fees could be reduced. We followed up again with the vendor on your behalf; however, due to their handling and restocking policies, they were unable to waive the fees. We informed you of their response that day.When we did not hear back, we reached out again on April 8th to ask how youd like to proceed. On April 9th, you requested a return label and a pickup, while also asking us to do our best regarding the fees. We promptly scheduled the pickup with the carrier, which took place on April 18th.On April 30th, you spoke with our customer service team to express concern over the return fees and the status of your refund. As explained during that call, the item must be received and inspected by the vendor before we can issue a refund. The mirror was delivered back to the vendor on April 29th, and that same day our returns representative informed you via email that the item was in the inspection process. We also assured you we would do our best to expedite this with the ********* of May 1st, 2025, your refund was processed and a receipt was emailed to you.We truly understand how disappointing it can be when expectations arent met, especially after investing time and care in your purchase. Please know that we appreciate your patience throughout this process and value you as our customer.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a marble coffee table on March 25th 2025 - it arrived cracked in half on April 9th. I have been promised a replacement piece for 2 weeks now with no update on where this order is. It was supposed to arrive today 4/25 then was told nobody knows where it is or when will arrive. One person told me it was in ******* and another person told me it never shipped. They clearly stole my money and I will never receive this. I asked for a refund and they refused. I will be taking legal action.

  

  Business Response

  Date: 04/28/2025

  Dear ******,

  
  I want to sincerely apologize for the frustration and inconvenience youve experienced with your order. This is certainly not the experience we strive to provide, as delivering excellent service and support is always our highest priority. March 24, 2025, you placed an order for the **** ******* ****************** Table, which had an estimated shipping window of 12 weeks. Tracking information was provided on April 7, 2025, through the vendors carrier, Freight and Logistics, and the table was delivered on April 9, 2025.On April 15, 2025, you informed us that the marble top arrived damaged and requested an urgent replacement in anticipation of an upcoming event. Our claims team immediately collaborated with the vendor to resolve the issue.Understanding the inconvenience this caused, we also issued a $500 discount as a gesture of goodwill. A replacement marble top was shipped on April 22, 2025,and we promptly sent you the tracking information so you could monitor its progress. On April 23, 2025, you reached out to ask whether the replacement would arrive by Friday, April 25, 2025, in time for your birthday party. Our claims representative immediately contacted the vendor for an update; they confirmed that the item had been picked up and was in transit. On April *******, you contacted us again regarding delivery timing. We provided you with the carriers phone number so you could coordinate directly. After you informed us, you were unable to connect with the carrier, we escalated the matter with the vendor and continued to push for timely updates. Throughout that day, we remained in communication with you, keeping you informed of our efforts and the situation. Our vendor later advised that their carrier portal and systems were temporarily down, which impacted the ability to retrieve real-time updates. Our claims manager personally reached out to you by phone that evening to explain the situation and reassure you that we were actively working on your behalf.She followed up with another call later that evening to keep you informed of ongoing efforts. As of this morning, Monday, April 28, 2025, our claims manager has again contacted the vendor for the latest update. We truly understand how disappointing it is to receive a damaged item, especially when facing a tight timeline. Please know that we are committed to supporting you through this and will continue to work urgently with the vendor to secure delivery. We will provide you with any updates as soon as we receive them. Thank you for your continued patience and understanding.

• Initial Complaint

  Date:02/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed 2 orders with them same day I thought they had great items plus reasonable prices I waited over 1 month when I got an email that said that it was delivered I contacted them and they claimed that the courier had misplaced them then they sent a new one which again was misplaced now they want to only give me 70% back of my money of what I had paid which I dont think its fair One order is luxeflairz241214195706479 the other one is in the line below they are just scamming people, some of us dont just have money to throw away

  

  Business Response

  Date: 02/17/2025

  Dear ***,

  After reviewing our records, we found that your order was not placed through our company but instead through another business. Our order numbers are 6 digit and contain no alphabet letters. We understand how important it is to resolve this matter.
  We recommend reaching out to the company you purchased from directly, as they would be better equipped to address your concerns. We hope you are able to resolve the matter promptly.

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an area rug from LuxeDecor on Dec. 12, 2024. I paid $160.55 through ****** as I was unfamiliar with this company. On 12/40/24, I received notice that the rug was shipped out on December 27th. I received it the first week of January, 2025. Within one week, I informed LuxeDecor that I wanted to return the rug and awaited their instructions, as directed on their website. Their return date requirement is 30 days. On January 16th I received a note from them that they no longer wanted the rug. By then, I mistakenly thought I had returned the rug but then realized the same day that I had not. They instructed me to donate the rug and give them a receipt from the donation center and they would reimburse my amount. I challenged this response as being very odd and suggested that they might not refund the money if I did that, especially since donation receipts are not the best documentation. They assured me they would refund the money if I donated it. On Jan 25, still within 30 days of receipt, I forwarded a copy of my Good Will receipt, initialed by the representative accepting donations. I emailed a copy of the receipt to LuxeDecor on Jan 27th, still within 30 days of receipt. I have followed up three times since then without response. I looked on their website and they have reduced the price of the item I purchased twice. Clearly they do not want it back. Their website appears legitimate and the items on their site seem good quality. I didnt have reason to think they would be so dishonest. Its pretty shocking really. I want my money back. I want their dishonest practices exposed and I want them to remove their 30-day return policy since that is not their policy. Thank you for your assistance. 

  

  Business Response

  Date: 02/03/2025

  Dear *******,

  
  We are truly sorry for the frustrations associated with your order. This is not the experience we want for any of our customers. On December ********* you placed an order with us for a
  ***** Hatay Bordered Runner Area Rug. On January 9th,2025 we spoke with you via our LiveChat. You advised you would like to return the rug you received. That same day our returns team emailed you advising you to please donate the item and send us a donation receipt. Once we have the receipt we will send you the refund for your return.
  
  
  We did not hear back from you, so we emailed you again on 1/16/2025: Please see attached picture.
  
  On January 16th,2025 we received an email from you stating I have already sent the rug back. I sent it sometime last week so you should be receiving it soon. I trust I will be receiving the refund. That will allow you to make the donation.
  
  That same day we responded to you and asked where you sent the rug too: Please see attached picture.
  
  You responded to us I used the print-out label that was sent to me. I dont know if I have the tracking label,but Ill look. What is going on? Are you closing your business?
  Sent from my iPhone.
  
  We responded again January 16th,2025.
  Hello *******,
  I am very sorry for any confusion that this might have caused.
  We did receive the return request for the Dalyn Area Rug on 1/9 and we have not received further communication. The standard procedure that we follow starts at getting the Return Authorization from the vendor and we provide you with the return shipping labels. 
  Unfortunately, I am unable to find any previous communication where we did provide the label.
  We would appreciate if you could please forward us the email with the label or the tracking number if it is available.
  Thank you for your understanding and cooperation!
  Kleo
  
  That same day we received a response from you: Please see attached picture.
  
  From Customer 1-16-2025  2:10 PM  
  
  Mailbox: ************************************************************
  
  From: *************************
  To: ************************************************************
  Subject: Re: Message from LuxeDecor Regarding Order # ******
  You don't often get email from *************************. Learn why this is important
  Kleo: I placed this order the week of December 16th and the item arrived the first week of January, three weeks later, I believe, which seemed a lengthy time to wait since I received a rug I tried out from ******* and another one I tried within a few days. I made the decision within a week to not keep the rug because it isn't the quality we are looking for. I could not have returned the item to Fed Ex  without the shipping label. I specifically remember handing it to the woman who said she would go ahead and put the label on. As I said, I requested a return the week of January 6th. Are you telling me you are just now responding to that request on January 16th, ten days later. Now you are telling me you didn't send a label. I cannot find the message but I know I received it.  Now it sounds like you're planning not to refund my $160+.  I can't believe that you do business this way. Please check with your staff who handle returns. I know someone sent me a return label.
  
  We emailed you back that same day:
  
  To Customer 1-16-2025  2:37 PM  **** ********
  LuxeDecor
  Type C/S Website LuxeDecor Category Pref Return - Pend Reply Status Follow Up **** ******** -Ops - 1-20-2025
  
  To: *************************
  Subject: Message from LuxeDecor Regarding Order # ******
  Good afternoon,
  My apologies for any confusion that this might have created. I am listing below a brief overview of our communication, and I will also include below our email communications.
  On 1/9 we received the request via Live Chat to have Order # ****** returned
  On 1/9 we did send an email recommending having the item donated instead in order for us to provide a full refund for your purchase
  Unfortunately, we did not receive a response and today (1/16) we did send a follow up email regarding the return.
  After further review internally, we see that a return label has not been issued for Order # ******. We would appreciate if you could please provide us with the return address where the item has been returned or any email communication regarding the return label so we can review this further.
  Thank you for your understanding!
  Kleo
  
  We received an email from you:
  From Customer 1-16-2025  5:52 PM  
  
  Mailbox: ************************************************************
  
  From: *************************
  To: ************************************************************
  Subject: Re: Message from LuxeDecor Regarding Order # ******
  You don't often get email from *************************. Learn why this is important
  Kleo: I am so sorry! I just went out to my car and realized I had NOT returned the rug. I returned two others but not this one. It was in the back seat ready for return once I heard back from you. I must not have seen the 1/09 email advising me to donate the item rather than return it. I truly apologize. This is kind of a bizarre request, to have me donate it rather than return it. The receipts I have received from most donation organizations are typically not very formal. Is there anything specific you need the receipt to say? I will send you a photocopy of it. 
  On January 17th,2025 we emailed you:
  To Customer 1-17-2025  9:14 AM  **** ********
  LuxeDecor
  Type C/S Website LuxeDecor Category Pref Return - Pend Reply Status Follow Up **** ******** -Ops - 1-20-2025
  
  To: *************************
  Subject: Message from LuxeDecor Regarding Order # ******
  Good morning,
  Thank you for your response!
  Please we would only need a photo of the donation receipt from any local charity where the item is marked as a Dalyn Rug to process the full refund back to your original payment method.
  Thank you!
  Kleo
  
  On January 31st,2025 we received an email from you:
  From Customer 1-31-2025  5:04 PM  
  
  Mailbox: ************************************************************
  
  From: *************************
  To: ************************************************************
  Subject: Re: To Kleo: Message from LuxeDecor Regarding Order #
  You don't often get email from *************************. Learn why this is important
  I have just filed a complaint with the BBB on your dishonest business practices and I have written a review identifying your poor business practices.
  
  
  
  
  
  
  
  
  
  Our **************** Supervisor reached out you:
  
  To Customer 1-31-2025  5:50 PM  Arjola Licaj
  LuxeDecor
  Type C/S Website LuxeDecor Category CX Mgmt - Escalation Status New
  
  To: *************************
  Subject: Message from LuxeDecor Regarding Order # ******
  Good afternoon, *******, 
  My name is Arjola, I am the **************** Supervisor, I tried to call you a couple minutes ago but for some reason I could not reach you, however I left a voicemail. 
  Firstly, I want to apologize for the misunderstanding that has happened. 
  
  Today at 5:04 PM CST we received an email from you saying that you had filed a BBB complaint for this order, and you had forwarded the emails you had sent to us a couple days ago, this led us into performing an investigation with our IT department as it seemed as we never received those emails from you. 
  It turns out that due to the attachment that was in one of the emails, the previous emails were classified as potentially harmful emails and were not attached to your order. 
  That being said, I want to apologize for this and I want to assure you that we will issue you the refund as previously confirmed from Kleo, in order for this not to happen again can you kindly reply to this email directly with the donation receipt and your order number on the subject #****** so we can promptly go ahead and issue the refund? 
  
  If anything needed, please feel free to call me directly at ********************. 
  Thank you, 
  Arjola. 
  
  **************** Supervisor
  
  On February 2nd,2025 we received an email from you:
  From Customer 2-02-2025  5:41 PM  
  
  Mailbox: ************************************************************
  
  From: *************************
  To: ************************************************************
  Subject: Re: Message from LuxeDecor Regarding Order # ******
  Arjola: I am waiting to receive notice from ****** that you have refunded my money - $160.55.
  
  ******* *********
  
  February 3rd,2025 our **************** Supervisor emailed you advising:

  To Customer 2-03-2025  8:35 AM  Arjola Licaj
  LuxeDecor
  Type C/S Website LuxeDecor Category CX Mgmt - Escalation Status New
  
  To: *************************
  Subject: Message from LuxeDecor Regarding Order # ******
  
  Hi *******, 
  Thank you for your email!
  
  I just want to let you know that the refund is being processed today, and we will also send you the receipt. 
  Please note that the refund might take 24 to 48 business hours to show in your account. 
  Kind regards,
  Arjola. 
  **************** Supervisor.
  
  
  We sincerely apologize for any frustration youve experienced with your return. Customer satisfaction is our top priority,and we are committed to making your experience with us a positive one. We truly appreciate your patience and understanding.

• Initial Complaint

  Date:01/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bench on Patio Living that was listed as free delivery on the website. Then the company came back and said I would have to pay $100.00 to have the bench delivered. This is fraudulent as it was on the website free delivery and when I checked out a delivery charge was not added to the invoice. Then when I called, they said pay for the delivery or we are canceling the order. This is a scam. They do not deserve to be endorsed by the BBB. When I raised the website they said oh that is a mistake.

  

  Business Response

  Date: 01/21/2025

  Dear ****,
  We sincerely apologize for the frustrations you have experienced with your order. This is certainly not the level of service we aim to provide for our customers. Upon reviewing your order, we see that you placed it on December 29, 2024, for the following item: Alfresco Home Martini Cielo Blue Steel Patio Bench. 
  
  
  While processing your order with the vendor, we encountered unforeseen additional costs regarding shipment of the order due to a necessary change in shipment type. Despite our commitment to offering competitive prices and excellent service, these situations can occasionally arise. The lowest shipping cost we were able to secure for this bench is $300, while the manufacturers minimum charge is $495. To minimize the impact on you, we are only requesting an additional $100 toward the shipping cost, which still leaves this order significantly negative on our end due to freight expenses. We sincerely apologize that these additional charges could not be accounted for during the checkout process. As noted in our Order Acceptance Terms, we reserve the right to cancel orders affected by pricing discrepancies. Terms of Use |PatioLiving
  
  
  We hope this explanation provides clarity as to why we are unable to ship the order for free or further reduce the additional $100 charge.Thank you for your understanding.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 18, 2024 I ordered a cabinet from ************. I immediately learned that the cabinet has only two shelves and three hours later cancelled the order by sending an email and in a chat with the representative. Later on LuxeDecor confirmed that on November 18 I asked for a cancellation.On November 19, 2024 LuxeDecor charged my credit card for the amount of the cabinet. They claimed that the cabinet had been already shipped. Based on the timetable of the order, cancellation and charge date it was an obvious lie. When I refused to accept the delivery the delivery company was aware of the cancellation LuxeDecor charged me for the delivery and restocking fee. They withheld part of the money $561.43 using their lies as an excuse.I am requesting your help in getting back the money that LuxeDecor kept in violation any proper rules of online transactions.

  

  Business Response

  Date: 01/06/2025

  Dear ********,
  We are sorry for the frustrations associated with your order. This is not the experience we want for any of our customers. November ********* you placed your order for a Elk Home Silver Display Cabinet with an estimated shipping date of 1-2 days.
  Per our terms and conditions,
  Estimated Shipping Times
  At the time the order is placed, an email with order confirmation is sent, which includes the approximate lead time for the order.Please be aware, shipping times are only estimated and can change based on product availability. Once the order is accepted by the manufacturer, we will send you an updated approximated ship date if it is different from the original estimate that was communicated during order confirmation.
   Shipping | LuxeDecor
  On November 19th,2024 we received tracking information from the vendor. Your order was processed, packed and shipped by the carrier prior to receiving your cancellation request. That same day we received a message from you via our ******** asking to cancel your order. We reached out to the vendor right away asking to cancel.
  
  
  The vendor responded that same day:
  The order is already in ready to invoice and too late to stop or cancel.
  
  We received a call from you stating:
  
  We emailed you on 11/20:
  
  
  
  On November 21st,2024 we received a call from you:
  cx on phone claiming that we shipped the order while she asked to cancel it. I explained the situation, but she don't agree to pay fees to return it and is threatening to open a dispute. she is now asking to speak with a manager, is someone available please.
  On November 25th,2024 we emailed you:
  
  On December 2nd we received a call from you regarding a refund.
  We emailed you on December 3rd,2024.
  
  
  December 5th we received a response back from you:
  
  December 5th we emailed you:
  
  December 6th,2024 we received an email from you:
  
  On December 9th we emailed you:
  
  
  We understand the disappointment with wanting to cancel your order and being told the order has already shipped and unable to be canceled.Per our terms and conditions regarding cancellations:
  Cancellation Policy
  Subject to brand-specific exceptions, orders generally may be cancelled prior to 1. processing, 2. production, and 3. shipment; exceptions apply. Refunds for eligible cancellations will be processed after the LuxeDecor team confirms with the manufacturer that the order has not been processed, is not in production, and has not been shipped. Custom and built-to-order items are not eligible for cancellation once production on order has begun at full refund. The item specific return policy applies to any cancellation request that cannot be executed.
  30-Day Return Policy | LuxeDecor
  I an effort to try and accommodate your request, we did reach out to the vendor for cancellation and were unable to cancel the order.We made a second attempt to assist you with cancellation however the vendor stated the same response. Because the order was refused,return fees did stand and we refunded you minus those fees. We appreciate your understanding.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22765479
  
  I am rejecting this response because:

  the vendor confirming the facts twists them to support their groundless explanation.

  1.  I am providing the sequence of events as they actually occurred.  

  They received the purchase order on 11/18.  Three hours later on 11/18 the order was cancelled. On the 11/19 when they invoiced the order and placed the charge on my credit card they already had a record with my cancellation.  They should provide documents proving the asserted timeline of their actions. 

  2. on 11/19 i spoke with the retailer representative, *****, and she admitted that the cancellation was received on 11/18. 

  3. I asked the retailer to provide documented facts confirming the date and time when the order had been processed and shipped.  They ignored my request.  

  4. During my next conversation with LuxeDecor a representative admitted that the company had not timely processed the cancellation.

  5. My loss occurred, as admitted by LuxeDecor associates, because of the company's inability to timely process my cancellation request.  As a result of their negligence i lost  $561.43 that they did not return to me by twisting the facts to support their action and narrative.

  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 01/10/2025

  
  Dear ********,
  We appreciate your frustration but do assure you that we are providing information directly from our system to explain the circumstances of your order. We are happy to do so further.
  On November 18th, 2024, you placed your order for an Elk Home Silver Display Cabinet with an estimated shipping date of 1-2 days.
  Per our terms and conditions,
  Estimated Shipping Times
  At the time the order is placed, an email with order confirmation is sent, which includes the approximate lead time for the order.Please be aware, shipping times are only estimated and can change based on product availability. Once the order is accepted by the manufacturer, we will send you an updated approximated ship date if it is different from the original estimate that was communicated during order confirmation.
   Shipping | LuxeDecor
  On November 19th,2024 we received tracking information regarding the order from the vendor. This information was provided to us on 11/19 because the package was picked up and logged in by the shipping carrier during business hours on 11/8. Your cancellation request was not received until well after business hours on 11/18. Therefore, your order was processed, packed, and sent out for shipping by the vendor prior to receiving your cancellation request. Despite that, when we received your cancellation request via our ******** out of hours messaging at the start of the 11/19 business day, we still reached out to the vendor right away asking to cancel.
  
  The vendor responded that same day:
  The order is already in ready to invoice and too late to stop or cancel. They responded thus because it had already been picked up by the  shipping carrier.
  
  
  Please be advised:
  Cancellation Policy
  Subject to brand-specific exceptions, orders generally may be cancelled prior to 1. processing, 2. production, and 3. shipment:exceptions apply. Refunds for eligible cancellations will be processed after the LuxeDecor team confirms with the manufacturer that the order has not been processed, is not in production, and has not been shipped. Custom and built-to-order items are not eligible for cancellation once production on order has begun at full refund. The item specific return policy applies to any cancellation request that cannot be executed.
  30-Day Return Policy | LuxeDecor
  In an effort to try and accommodate your request, we did reach out to the vendor for cancellation and were unable to cancel the order.We made a second attempt to assist you with cancellation however the vendor stated the same response. Because the order was refused, return fees did stand and we refunded you minus those fees in accordance with our policy. Despite this refund and the refusal of the merchandise, you did still file a chargeback on your order nine days later.
  We hope that this further information and the screenshots provided make clear the circumstances surrounding your experience.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22765479
  
  I am rejecting this response because:
  To whom it may concenr:
  
  Sorry, i missed your previous email: it went to spam.  I am requesting the documents from the vendor regarding the dates of shipping and cancellation.  The vendor claims that they have all the dates but conssitently fails to provide the written confirmation.
  
  The fact of the failure to provide the documents is the obvious acknoledgment of them being the party at fault. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to purchase a bathroom vanity from this website, The site claimed it was an in stock item that would ship in 3-5 days. After a few days they contacted me to let me know this item was not available. They did, however, charge me the full amount and have yet to refund me. I have contacted them numerous times by email and online chat and they keep saying they need the manufacturer to issue the refund. I have only dealt with them. They misrepresented the availability and now will not refund my money.

  

  Business Response

  Date: 11/27/2024

  
  Dear *******,

  
  We are sorry to hear about the frustrations associated with your order. This is not the experience we want for any of our customers. You placed your order with us on November 21st,2024 for the Elegant Lighting ********************* 36" Vanity.This item had an estimated shipping date (ESD) of 1-3 business days.
  Please be advised of our ESD policy:
   At the time the order is placed, an email with order confirmation is sent, which includes the approximate lead time for the order. Please be aware, shipping dates are only estimated and can change based on product availability. Once the order is accepted by the manufacturer, we will send you an updated approximated ship date if its different from the original date that was communicated during order confirmation. All special orders cancelled while in production are subject to restocking fee. Please refer to our Return Policy
  Shipping | LuxeDecor
  Please also be advised of our payment policy:
  Payment: For more information about the processes in place to handle payment and the information collected at the time of purchase,please see our Privacy Notice. After placing an order, you will receive an email confirmation with your order number, authorization number, and order details.  Full payment is charged at the time of order placement.  If you do not agree with these terms, you must cancel your order by contacting us via telephone or through the Contact Us page within 24 hours of placing your order.
  Terms of Use | LuxeDecor
  On November 21st,2024 your order was sent over to the vendor for processing. That same day the vendor notified us immediately that the item was on backorder until December 19th,2024.  We emailed you informing that your order was unfortunately on backorder.
  
  We received an email from you at 4:25pm stating:
  
  
  We emailed the vendor right away for cancellation of your order. Because it was late in the day when we received your response the vendor was not able to confirm cancellation until Monday 11/25/24.
  
  
  
  On 11/23/24 we received another email from you. Unfortunately,our CS team nor the vendor work weekends so we addressed your response swiftly Monday.
  
  
  On November 25th,2024 the vendor confirmed cancellation of your order. That same day we emailed you notifying of your cancellation and the full refund back to your original method of payment.
  
  
  We understand the disappointment this has caused. This was never our intention, and we would like to send our sincerest apologies for the inconvenience. We thank you for your understanding. 

  Customer Answer

  Date: 12/02/2024

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

• Initial Complaint

  Date:11/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Quilt on 11/5/24 for $110.90, item was shipped out, it was then I realized it was coming from *****, item was as delivered on 11/19/24 and is in no way what was advertised, or what I paid for and expecting , the quilt advertised was vivid in color with different colored poodles, 3 of which had bows on their head, I received a poorly made poor quality blanket with just a cheap material with a picture of a bunch of blurred poodles, none of which have bows are their head, this company has also changed their name 3 times within 1 month, first ************* then Quiltara now Quiltify, I sent them several emails requesting a postage prepaid label so that I can send this poorly made blanket back, I am not paying $110.90 for something thats not even worth $10, I have attached screenshots of my order # and the error messages I received while going on the site to check information,

  

  Business Response

  Date: 11/27/2024

  
  Dear **********,
  
  After reviewing our records, we found that your order was not placed through our company but instead through another business. Our order numbers are 6 digit and contain no alphabet letters. We understand how important it is to resolve this matter.
  We recommend reaching out to the company you purchased from directly, as they would be better equipped to address your concerns. We hope you are able to resolve the matter promptly.

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased sconces from this business because the website prominently stated "SHIPS WITHIN 1 to 2 BUSINESS DAYS"However, the sconces did not ship for over a week and arrived too late for my contractor to install them. I had to purchase different sconces to be installed.Also, when they arrived, the sconces were wobbly and flimsy and I was not satisfied with the way they were manufactured.Despite having a 30-day return policy, seller refused to allow me to return the sconces.

  

  Business Response

  Date: 11/01/2024

  Dear ***********,
  We are sorry to hear about the frustrations associated with your order. This is not the experience we want for any of our customers. While taking a look, we see you placed your order on October 14th,2024,for 9 of the Visual Comfort Studio ***** 1-Light Midnight Black Wall Sconce. The vendor proceeded this on October 15th however there was a slight delay, possibly due to volume so it was sent EOW. These had an estimated ship date of 1-2 business days. As per our term of use found at our link below: Shipping | LuxeDecor
  Estimated Shipping Dates
  At the time the order is placed, an email with order confirmation is sent, which includes the approximate lead time for the order.Please be aware, shipping dates are only estimated and can change based on product availability. Once the order is accepted by the manufacturer, we will send you an updated approximated ship date if its different from the original date that was communicated during order confirmation.
   On October 21st,2024,the vendor provided us with shipping information for your order. ***** delivered your product to you on October 22nd,2024.
  
  On October 28th,2024 we received a call from you stating: (Please see attachment 2)
  
  We emailed you with offering a discount to keep or if you wanted to proceed with the return, we could do that as well.

  You responded to us advising: (Please see attachment 3)
  
  We responded immediately: (Please see attachment 4)
  
  You responded to our email letting us know not only did you want to return your order, but the lights were flimsy:( Please see attachment 5)
  
  We asked for photos to identify the issue. If there is damage than a claim would be filed instead of a return with fees.
  
  We received an email from you with the requested photos.
  
  We responded to your email letting you know we would be partnering with the vendor and will follow up shortly.
  
  Our vendor needed more information therefore we sent you an additional email. At this current hour we have not received a response from you.
  
  We understand how frustrating it can be when exceptions are not met.  We are working very closely with the vendor regarding your order. If the vendor deems the lights as damaged, they will take the lights back and issue you a full refund however if the vendor states the lights have no damage than they will accept the return,but shipping fees and restocking fees will apply. We look forward to your response. Thank you for your understanding.

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************** sold me a table by *********** that should have been recalled. When the glass top spontaneously exploded into thousands of pieces, their only offer was to invite me to purchase a new table for more than I paid for the original. This is unconscionable. Assuming they resolved the product issue, I am open to a replacement. If they did not, I would like a refund on my defective table.1/17/23 I received the Sunset West Provence Wrought Iron 84 x 42 Rectangular Glass Top Dining Table from ************************ for $869.23. 10/1/24, as I was sitting indoors by my deck, where the table is placed, I heard a loud, explosive sound. I stepped outside to investigate and saw that the glass top on the table had spontaneously shattered into thousands of sharp pieces. We are lucky neither we, our dog, nor any children, were outside when it happened, as we could have experienced serious injury. Nothing was resting on the table, and, as you can see in the photos, there was no evidence of anything having fallen atop the table to provoke this spontaneous explosion. We reached out to ************************, and at first they said they only allow customers to file a damages claim 10 days from receipt. When I emphasized that this was a product defect, they relented, but only agreed to reach out to the manufacturer, not to give us any kind of protection for our purchase as the retailer. The manufacturer, ***********, first tried to deny that the table was theirs and then later admitted it was their table. They then refused to offer me any help because glass tabletops are excluded from their warranty. **************************************** All they offered me was a 30% discount to purchase again, which equates to *more* than I paid when I first bought the table due to price increases. (When I bought the table, it was $909 before my 10% discount. Currently, the table is $1,298.57 and marketed as 30% off, bringing it to exactly $909.)

  

  Business Response

  Date: 10/25/2024

  Dear *******,
  We are sorry to hear about the frustrations associat** with your table. This is not the experience we want for any of our customers. While taking a look we see you plac** your order on 12/24/2022 for a Sunset ************* Wrought Iron 84 x 42 Rectangular Glass Top Dining Table. Your table was deliver** 1/17/2023 by our carrier Metropolitan.
  On September 11th,2024 we receiv** an email from you stating:
  
  
  At that time, we imm**iately reach** out to the vendor regarding your table. The vendor view** your photos and ask** if there was modifications to the table. You respond** with:
  
  
  We reach** back out to the vendor and verifi** you did inde** have the  ******************** Wrought Iron 84 x 42 Rectangular Glass Top Dining Table. Unfortunately the vendor advis** that, per their warranty glass is not cover** but also that even if it was, the modifications made to the table would have void** the warranty.
  LIMITED WARRANTY
  The following warranty information is for the product brand** Sunset West only.
  Sunset West products have been design** to provide aesthetically pleasing looks, comfort and durability in an outdoor environment.Only the highest quality materials are us** in Sunset West products. If a product is receiv** or becomes defective, a Warranty Request form ne**s to be complet** by the selling party. This form is available upon request from ***********. Products that are defective will be repair** or replac** at our discretion during the warranty period at no charge. This is a limit** warranty.
  *********** recommends following the Care & Maintenance guidelines provid**. This warranty does not cover abusive and unreasonable use or normal wear and tear including fading and discoloration caus** by chemical contact. *********** does not warranty any product against acts of God,including, but not limit- ** to fire, ice, wind damage and earthquakes.
  Living near the ocean can cause premature weathering of the aluminum finish and is not warrant**. For optimal performance while living in the salt air, we suggest that the frames are cover** while not in use and rins** off monthly with fresh water and wax** at the beginning and end of each season. Non-propriety items such as glass or other tabletop surfaces are not cover** under Warranty.
  
  However, the vendor made a one-time exception for a discount on a new table.
  We email** with these options and receiv** a response from you:
  
  
  After your last email, our management team was working with the vendor regarding your table and possible solutions. At this time the vendor has advis** us that:
  The top is made from temper** safety glass.  Temper** glass has tremendous strength when struck from the top but will unfortunately shatter easily if it takes even a small impact from the side (**ge).  Temper** glass is design** to break into very small unsharp pieces like this when it fails.  Thats why we use it.  Thats why car manufacturers use it in their windows.  Unlike plate glass, it does not produce sharp pieces, and no one was in any danger. 
  The product has been alter**, which would void any warranty on any product in any industry.  Try bringing your car back to the dealership after you have repaint** it.  Electronics companies put special paint on their screws so they know if someone tri** to take it apart.  This is common practice.
  We offer world class customer service.  Even though there is no warranty on the glass, we probably still would have replac** the glass as a courtesy if the product had not been alter**. But unfortunately, it has been.  To paint it, the glass had to be remov**, the frame sand** and paint**, and the glass replac**.  (This is obvious in her photos because the white paint has been appli** around the inside **ge of the rim where the glass would have otherwise block** it.)  At any time during this process, if the **ge of the glass was set on a sharp object or chipp**, the glass becomes unstable and will eventually shatter when it expands in heat.  Alternatively, this could have happen** if the frame was bent even slightly during the refinishing process.  There is a engineer** gap between the glass and the frame to accommodate for heat expansion, but if the frame was off even slightly after the refinishing process, the glass would not have enough space to expand and would shatter.
  
  We understand how disappointing this can be to hear.Unfortunately, due to the modifications you made to the table they are unable to send you a replacement glass and or table.  However, we have work** with the vendor to offer a one-time exception for you to purchase a new table at a discount. Should you decide to go this route, we would be happy to work with the vendor to get a new table to you as quickly as possible. Please do note, though, that we and the vendor would recommend against modifications and painting in the manner previous as that might produce the same issue with the glass. We thank you for your patience and understanding