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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
$9250.00 order patio furniture on May 21 2024. Order confirmed #1 "ships 1-7 business days" but changed to July 29--two and half months away #2 "Delivery to room of choice" but changed to curbside.No notice to customer, no change order--seems to hope no one will notice their benefit.Prices are volatile, changing conditions for sale %. Do not trust LuxeDecor to actually deliver, or begin delivery before or unknown date after 29 July. Desire warn other unsuspecting customers that ********************** do not keep contract agreements. Would not have placed order if notified that same week delivery changed to >2.5months late.Confronted company about slight of hand changing delivery mode to cheaper, but cannot do anything about delivery time--which is unreliable like everything else. THIS IS NOT A TRUTHFUL COMPANY TO DELIVER GOODS AS PURCHASED. I do not want to cancel because waiting past due already.
Business response
06/26/2024
Dear ******,
We are truly sorry for any frustrations you have experienced. While taking a look into your order, we see you placed the order on May 21st,2024 with an estimated shipping of 1-7 business days. Please be aware that our terms and conditions for estimated shipping days:
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. After you receive the updated ship date, you will have 24 hours to make changes/cancellations to your order via Contact Us link or phone call. If the order is not canceled, we will proceed with the production of the order.
Shipping | LuxeDecor
Once a vendor receives an order, they verify the estimated shipping date. On May 28th,2024 the vendor advised unfortunately:
The 3460-09SW frames are not available until mid-June. Fabric 7171-31 is also backordered until mid-July.
June 11th,2024 we received a call from you inquiring about the **** We informed you of the 7/23 ESD because the fabric has been placed in backorder.
On June 20th,2024, we received an email from you stating:
From Customer 6-20-2024 4:49 PM
LuxeDecor
Hello, Happy that order of 5/21/2024 will ship7/23/2024 coming closer. But there is discrecpany about the Delivery Type. On order Customer Session ************************ stated Delivery to Room/Patio of Choice. . But now the Confirmation Status is only Curbside Delivery. Requesting that be corrected to conditions at the time of order please. Would appreciate confirmation that Original Delivery to Room/Patio of Choice be confirmed. Thank you. Today's dats is 06/20/2024.
We emailed you:
To Customer 6-21-2024 12:12 PM *******************
LuxeDecor
Type C/S Website LuxeDecor Category CX - Order Status Follow Up | Vendor Status Follow Up ******************* - C/S - 6-21-2024
________________________________________
To: ********************
Subject: Message from LuxeDecor Regarding Order # ******
Good afternoon ******,
The delivery type that you have selected is "Room of Choice".
Maybe it was an error of our system showing this as curbside.
Please see attached the order confirmation email and let us know if you need further assistance.
Thank you,
Sona
NetRetailers Order Confirmation
Order Confirmation
Order Number******
Order TypeSales Order
Order Date5-21-2024
Account ****************************************
Billing Information
Billing AddressJoAnna ********
*****************************************************************-3995
***
Billing Phone**************
Payment TypeCredit Card
Transaction *************
Authorization78635D
Shipping Information
Shipping Address *****************************
*****************************************************************-3995
***
Shipping Phone**************
Subtotal8,565.30
ShippingFREE
Tax Amount685.22
TOTAL $9,250.52
PLEASE READ CAREFULLY
This order confirmation confirms LuxeDecor receipt of your order. LuxeDecor will accept your order contingent on LuxeDecor validation of price, product availability and your agreement to the terms and conditions for the product(s) ordered. Applicable terms and conditions are accepted by the customer during the web ordering process on the order checkout page.
Terms and conditions are also available by visiting *************************************************************
LuxeDecor accepts ***** Master *********************** Discover, Paypal, Apple Pay and Check Orders. All orders are charged in full at the time of order placement. If you do not agree to the terms and conditions of LuxeDecor all cancellations MUST be submitted via telephone ************** or emailed at ********************************** within 24 hours of the order placement.
Product DescriptionPriceQuantityTotal
***** Bahama Outdoor Ocean Breeze Promenade Aluminum Wicker Occasional Swivel Chair
Item # TR34600940
Ships within 1 to 7 Business Days
Delivery Type Room/Patio of Choice$2,924.101$2,924.10
***** Bahama Outdoor Ocean Breeze Promenade Aluminum Wicker Swivel Glider Lounge Chair
Item # TR346011SG40
Ships within 1 to 7 Business Days
Delivery Type Room/Patio of Choice$3,059.101$3,059.10
***************** Outdoor Ocean Breeze Promenade Aluminum Wicker Ottoman
Item # TR34604440
Ships within 1 to 7 Business Days
Delivery Type Room/Patio of Choice$1,340.101$1,340.10
***************** Outdoor Ocean Breeze Promenade Aluminum Wicker 15''Wide Round Glass Top Accent Table
Item # TR3460952
Ships within 1 to 7 Business Days
Delivery Type Room/Patio of Choice$621.002$1,242.00
On June 21st,2024 we received an email from you:
From Customer 6-21-2024 1:11 PM
Mailbox: **********************************
From: ********************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
You don't often get email from ********************* Learn why this is important
The same original order above clearly state SHIPS 1-7 BUSINESS DAYS, and then Luxe slight of hand turns it into more than 2 months--29 July. I shoulda check Better Business Burea for truth telling. Disappointed. Will I get them before Christmas???
That same day we responded:
To Customer 6-21-2024 3:46 PM *******************
LuxeDecor
Type C/S Website LuxeDecor Category CX - Order Status Follow Up | Vendor Status New
________________________________________
To: ********************
Subject: Message from LuxeDecor Regarding Order # ******
Hello ******,
We are sorry for the delay. The reason of this was because the fabric has been placed in backorder. We will double check with the manufacturer to get an update on your order and will keep you posted.
Thank you for your patience.
Kind Regards,
Sona
At the time your order was placed, we presented lead times that, as far as we were aware, were accurate. We had not been informed of the delayed frames and backordered fabric until May 28th when the manufacturer communicated it to us. As such, we could not inform you in advance. We understand how frustrating delays can be on orders and absolutely apologize for that. We assure you that we had no intention of keeping information from you regarding your order, as we were not aware of this ourselves. We are working with the manufacturer now on any updates regarding your order. In the meantime, if you would like to review alternative fabric options we can see if those are in stock and would ship quicker. We will send this option separately from this communication as well, please let us know if you prefer that option. Thank you for your patience and understanding.Customer response
06/26/2024
Complaint: 21883785
I am rejecting this response because: ***** game is duplicated currently. My original order May 28 stated "In stock" and "Delivery 1-5 business days"--but now delayed unshipping after August 6. HOWEVER LuxeDecor continues to advertise original deal for July 4th sale--"In stock" and Delivery 1-5 business days. This escalating to False advertisement to possible outright fraud.
Sincerely,
*****************************Business response
07/03/2024
******,
Im happy to address your response and answer all concerns you have. Our lead times, per our T and Cs listed on our website under the shipping tab:
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. After you receive the updated ship date, you will have 24 hours to make changes/cancellations to your order via Contact Us link or phone call.If the order is not canceled, we will proceed with the production of the order.
Shipping | LuxeDecor
When it comes to items that have custom elements, our site might reflect a lead time that indicates the frame is available but does not necessarily reflect the lead time for the fabric. The fabric you chose amongst several other options listed online is currently backordered. We cannot change the entire ESD when other fabrics are not backordered. Unfortunately, we were not advised of this backorder until after you had placed your order. We appreciate your frustration and are sorry for the inconvenience. In order for us to try and assist you we offered to help you find an alternative similar pattern of fabric that is available now. We mentioned in the email to you on June 26th,2024:
LuxeDecor
Type C/S Website LuxeDecor Category CX - Order Status Follow Up | Vendor Status Follow Up ******************* - C/S - 7-22-2024
To: ********************
Subject: Message from LuxeDecor Regarding Order # ******
Hello ******,
Thank you for reaching out. We are very sorry for the delay in your order. The manufacturer recently informed us that the fabric you chose has run out and been placed on backorder. We were not aware of this at the time of your order and so could not inform you in advance.We absolutely apologize for that and assure you that there was no intention to keep information from you, as we were not aware ourselves. We are doublechecking with the manufacturer for a more accurate update on your order and will keep you posted. In the meantime, would you like to review alternative fabrics that we can confirm as available and shipping faster? Please let us know how you would like to proceed. Thank you for your patience.
Kind regards,
That same day you responded to our email:
From Customer 6-26-2024 4:42 PM
Mailbox: **********************************
From: ********************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
You don't often get email from ********************. Learn why this is important
1. Ha ha ha. Order placed on May 21, delivery noted within a week, there were no choices of fabric given. What I bought was stock fabrics--no choices.
What do you have that will get delivery before 35 days (Aug 1) after I have already waited 35 days?
2. And at the time of purchase, Delivery was stated Room/Patio of choice. I am confirming that is what I want: PAtio of choice. .
Too bad it requires a complaint to the Better Business Bureau to get clarification.
BUT,thank you for clarification.
Take care. ??????????
We know how disappointing backorders can be and therefore have offered everything we can to assist you with alternatives. Because you are willing to wait, we will provide you with updates as we receive them and work with the vendor. We thank you for your patience.Customer response
07/08/2024
Complaint: 21883785
I am rejecting this response because: LuxeDelux continues Bait and Switch False Advertisement tactics reported but not recorded..previous. See attachment 7/8/2024 above that continues to advertise same ***************** furniture that I purchased May 26 for "ready to ship," continues to advertise today as ships in 2-4 weeks. My ship date is 3months away--8/8/2024. This is False Advertisement as bait and switch. Beware. Sure LuxeDelux may not have known that ***************** would be delayed at the time of my order--but they knowing now try to see same furniture with shorter shipping time. Where am I in the priority? Will complaint and exposure cause LuxeDelux to continue to push my shipping date further than 3 months away? What false advertisement. ************ they will actually ship to deliver to patio as purchase agreement, because invoice continues to show Curbside delivery. DO NOT TRUST THIS.
Sincerely,
*****************************Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased furniture from Patio Living (a branch of Net Retailers LLC) on June 3, 2024 and the following morning requested a modification to the order. PL advised they needed the manufacturers (Polywood) approval and it would take up to 3 days to receive confirmation, and my order would be delivered within 7 days of the approval. After the initial 3 days came and went, I called back and asked for an update - the deadline was bumped another 2 days for the manufacturers approval. This process has now gone on for 16 days with no resolution. After multiple phone calls, emails and chat-conversations with PL ***** ****** advising no one from ******** has confirmed the change.I contacted Polywood via Instagram on June 19th, they followed up on June 20th stating the PL team has received an update on my order request. The Polywood team also mentioned their retailers have a dedicated support team and this process would have never actually taken this long to get the approval. Following my exchange with ********, I spoke with a manager at PL (first name ******) on June 20, who advised ******** has not confirmed anything and that she was trying to get in touch with their team and would call me back within 30 minutes as her hold time was 22 minutes. That conversation took place at 11am, I followed up via text around 1pm and have not received any update since. My credit card was charged for the full order; per company policy, but my order has not even been approved for shipment by the PL team. I have spent over 6 hours trying to get this resolved on the phone this week alone and want a solution. This seems like a money grab and has been the worst customer experience I have ever had.Business response
06/26/2024
Dear *********,
We are very sorry for your frustrations and unfortunate experience. We strive to always provide an outstanding customer experience and go above and beyond to do so.
On June 4th,2024, we received a call from you requesting to switch the cushion fabric of your June 3rd order to Weathered Tweed Cushion while maintaining the white frame previously ordered for your lounge set and Adirondack chair. Unfortunately, this was not a cushion fabric that we offer on site as Polywood, the manufacturer, does place limitations on what partners can offer and provides a contractually approved assortment that partners must adhere to. This Weathered Tweed fabric was not approved for our assortment and so we did not have the specifications, pricing,nor ordering numbers available to us in order to immediately make the change.Rather, we needed to reach out for approval from the manufacturer to change to the unauthorized fabric as well as get the information needed to submit the change properly.
On June 5th, 2024, our orders team emailed the manufacturer asking them for approval and the information necessary for us to make the change to your order. Unfortunately, we did not receive a prompt response and so followed up with Polywood on June 11thand then again on June 17th. We know that you were frustrated by the lack of order change during this time frame but do hope that you understand that we are contractually obligated to abide by the assortment allowed by our partner and that approval, and, in fact, further information was required before we could proceed. Due to your frustrations, we did offer at several points to allow you to cancel without penalty, which you refused. When we had still not received an update on June 21st, the issue was escalated to our Director. She was able to circumvent the usual approval channel with Polywood upper management, who made a onetime exception due to your frustration and wait. They then granted approval along with providing the necessary information to complete the order change. At that point, our **************** Operations Manager reached out to you to discuss the situation and provide a resolution, which is in progress at this time.
We do apologize that the approval took so long to receive and understand how frustrating this experience has been. However, we are happy that we were able to work with the vendor, finally receive the exception, and provide the set & chair as you prefer. We do feel that we have done everything in our power to provide you with the end result you desired and hope that your experience is excellent from here on out.Customer response
06/26/2024
Complaint: 21880532
I am rejecting this response because:The weathered tweed cushion was available on your site at the time I placed my order, however it was paired with the green polywood. While I understand that your team needed to get the approval from the manufacturer, and I was patient in that process, your team mentioned on multiple occasions that they would be following up with me and never did - instead I needed to continuously follow up myself, wait on hold and explain the situation time and time again. On one phone call, your customer service representative told me they waited the 11 minute *** on hold with Polywood despite the wait time being significantly longer. When I got in touch with Polywood myself, they informed me that your team has a separate dedicated team that handles these responses for their retail partners and not only should it have not taken this long, they stated they had already provided the required approval, which your team denied. It wasnt until I filed this complaint and said I would cancel the order within 24 hours if this wasnt resolved that I actually got a resolution, 4 weeks later. I understand delays happen, but I was initially advised it would take a ***imum of 3 days. 3 days to 28 days is extreme. I have never had a worse experience with a retailer.
Sincerely,
*********************************Business response
07/03/2024
*********,
As a retailer we need to work closely with the manufacturer regarding any changes that need to be made. Unfortunately, the person you spoke with at Polywood is not our direct representative, so they gave you inaccurate information. The reason we have direct contact at the manufacturers is to ensure our customers orders are given a high-level class of customer service and direct attention so therefore any other representative will not be able to assist you with your order. We understand your frustration however the approved assortment we had did not include that combination so we had to reach out for approval and for the *** and pricing information for the combination. As we were not previously approved, we did not have that information, which prevents us from being able to submit the order. Without a ***, we cannot even submit.
We apologize and agree the communication about the wait was not proactive enough and the staff member responsible or the communication has been coached.
The good news is that on June 25th,2024 we sent you an email advising you that the changes were made on your order with an estimate shipping date of 7/11-7/18/24.Again, I know this process has been frustrating for you and we are extremely sorry for that. We thank you for your understanding.Customer response
07/08/2024
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.I do want to reiterate that I understand the order needed to be approved by ********, that was never my issue. I was more bothered by the constant delays, the lack of communication and the way in which management from the PatioLiving team handled the issue. I found ****** to be rude and condescending on the phone, she was not proactive in her efforts in getting this resolved. While the issue was finally taken care of, and my order should be shipped in the next week or so, it was not resolved until this case was filed and I threatened to cancel the order all together. The individual I connected with from Polywood directly worked with the appropriate people on their side to confirm that my order request was approved prior to PatioLiving confirming the approval. It felt to me like PatioLiving was trying to delay the process in an effort to have me cancel the order and charge an additional fee opposed to being helpful.
Sincerely,
*********************************Initial Complaint
06/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased an item May 5th that was to arrive by June 3d. The item is no where to be found and I cannot get ahold of anyone other than call center agents at luxedecor to try and solve the issue. There is absolutely no way to get ahold of Net Retailers - it is the most outrageously terrible shopping experience I have ever had.I want my items. I am not sure if this is a scam website or what is going on. There are no answers. People tell me items have been picked up. Then they say they haven't. Then they say they have but no one can provide a delivery dateBusiness response
06/20/2024
Greetings ******,
We apologize for any frustrations you have experienced. Looking at your order you placed it on May 23rd,2024 with an estimated ship date of 3-6 weeks. Please note that per our Terms and Conditions listed on our website: 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. After you receive the updated ship date, you will have 24 hours to make changes/cancellations to your order via Contact Us link or phone call. If the order is not canceled, we will proceed with the production of the order.
Tracking information was given to us by the vendor on May 31stst,2024. Your carrier is ************ and tracking number is FCT1245770359915937792.
On 6/3/24 you reached out to us by email advising us the tracking number doesnt work. We responded to you that same day letting you know the order hasnt been picked up yet, however the carrier normally will pick up the order from the vendor within 3-5 business days.
Hello-
Is there an estimated arrival date? Tracking appears to not be working
June 4th,2024 you called in asking for delivery information. We advised that the order has not been picked up yet and we will keep them updated as soon as possible.
June 5th,2024 you called to inform us that the order hasnt been picked up yet. We explained to you that carriers have 3-5 business days to pick orders up from the vendor.
June 7th,2024 you emailed us advising They just called saying they do not have the entire order. If I do not receive this order by Tuesday next week, I want to start the return process. I am BEYOND done dealing w your company. At no time prior to this had you indicated that there was a deadline nor had you spoken to any sales specialist about a deadline. Should you have done so, the sales team would have been happy to clarify lead times and confirm estimated delivery or suggest another product that would be better suited to your required timeframe."
They just called saying they do not have the entire order. If I do not receive this order by Tuesday next week I want ti start the return process.
I am BEYOND done dealing w your company
*****************************
Media & Entertainment
*****************
**************
That same day you emailed us advising Can you help me to understand how they only got 1/2 my order?!!?! I was promised they would have my order in 3-5 days, and we are now past that. HELP ME understand WHAT is going on.
That same day we responded to your email:
To Customer 6-07-2024 1:40 PM *******************
Type C/S Category CX - Order Status Follow Up | Vendor Status New
To: *****************
Subject: Message from LuxeDecor Regarding Order # ******
Hello Jordan,
We have received the confirmation from the carrier that your order was picked up and it is currently in transit, but they didn't mention they have only half of your order.
Your order was set to ship out complete.
We are reaching to them once again to see why you have received that information and if that is true.
We will keep you posted as soon as there will be updates.
Thank you for your patience.
On June 7th at 5:04pm we emailed you advising:
To Customer 6-07-2024 5:04 PM *******************
Type C/S Category CX - Order Status Follow Up | Vendor Status New
To: *****************
Subject: Message from LuxeDecor Regarding Order # ******
Hello ******,
We checked this afternoon with the carrier and the manufacturer, and they confirmed the order is still on the possession of the manufacturer and it has a scheduled pick-up date next Monday 6/10.
We will continue to follow up and keep you posted.
Thank you for your patience.
Have a lovely weekend!
That night we received a response from you:
From Customer 6-07-2024 5:08 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
This is absolutely ridiculous. Is there no standard with any of you? If I dont receive this by Tuesday I want to start a return
What is return process?
*****************************
Media & Entertainment
*****************
**************
Due to our team not working weekends we responded to you June 10th, Monday:
To Customer 6-10-2024 12:05 PM *******************
Type C/S Category CX - Order Status Follow Up | Vendor Status New
To: *****************
Subject: Message from LuxeDecor Regarding Order # ******
Hello Jordan,
This order will not arrive on Tuesday because as previously stated numerous times, the standard transit time for freight orders is 2-3 weeks and this order was scheduled for shipping just last week.
We have already asked both the carrier and the manufacturer to cancel this order.
Based on their reply, we will let you know about the process.
Thank you.
That same day we received a response from you;
From Customer 6-10-2024 12:09 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
WHAT THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:09 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
THE CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:09 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
WHAT ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:09 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
DO NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:09 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
WHAT?!!?!?!!!I DID NOT SAY CANCEL THIS ORDER!!!
From Customer 6-10-2024 12:11 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************** ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:11 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
WHAT ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:11 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
DO NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:15 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
CONFIRM YOU ARE NOT CANCELLING MY ORDER!
On Mon, Jun 10,2024 at 10:11?AM ************************* <**************************; *********** DID NOT SAY CANCEL MY ORDER - CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:09?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************** ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:15 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
I DID NOT SAY CANCEL MY ORDER - CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:09?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************** ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:18 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
DO NOT CANCEL MY ORDER!!! CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!!!!
On Mon, Jun 10,2024 at 10:13?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!
On Mon, Jun 10,2024 at 10:11?AM ************************* <**************************; *********** DID NOT SAY CANCEL MY ORDER - CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:09?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************** ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:20 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
CONFIRM!!!
On Mon, Jun 10,2024 at 10:18?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!! CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!
On Mon, Jun 10,2024 at 10:17?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!@!!!!!!
On Mon, Jun 10,2024 at 10:17?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!@!!!!!!!LIUAJKDFShjo;dfahijlgdasfhjk;dgsahjklbcxajkln; eqrwhgjkl gajkl aegr ji
On Mon, Jun 10,2024 at 10:15?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!! CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!!!!
On Mon, Jun 10,2024 at 10:13?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!
On Mon, Jun 10,2024 at 10:11?AM ************************* <**************************; *********** DID NOT SAY CANCEL MY ORDER - CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:09?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************** ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:20 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
DO NOT CANCEL MY ORDER!!!! CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!
On Mon, Jun 10,2024 at 10:17?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!@!!!!!!
On Mon, Jun 10,2024 at 10:17?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!@!!!!!!!LIUAJKDFShjo;dfahijlgdasfhjk;dgsahjklbcxajkln; eqrwhgjkl gajkl aegr ji
On Mon, Jun 10,2024 at 10:15?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!! CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!!!!
On Mon, Jun 10,2024 at 10:13?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!
On Mon, Jun 10,2024 at 10:11?AM ************************* <**************************; *********** DID NOT SAY CANCEL MY ORDER - CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:09?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************** ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:20 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
DO NOT CANCEL MY ORDER!@!!!!!!
On Mon, Jun 10,2024 at 10:17?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!@!!!!!!!LIUAJKDFShjo;dfahijlgdasfhjk;dgsahjklbcxajkln; eqrwhgjkl gajkl aegr ji
On Mon, Jun 10,2024 at 10:15?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!! CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!!!!
On Mon, Jun 10,2024 at 10:13?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!
On Mon, Jun 10,2024 at 10:11?AM ************************* <**************************; *********** DID NOT SAY CANCEL MY ORDER - CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:09?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************** ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
From Customer 6-10-2024 12:20 PM
Mailbox: **********************************
From: *****************
To: **********************************
Subject: Re: Message from LuxeDecor Regarding Order # ******
DO NOT CANCEL MY ORDER!@!!!!!!!LIUAJKDFShjo;dfahijlgdasfhjk;dgsahjklbcxajkln; eqrwhgjkl gajkl aegr ji
On Mon, Jun 10,2024 at 10:15?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!! CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!!!!
On Mon, Jun 10,2024 at 10:13?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!
On Mon, Jun 10,2024 at 10:11?AM ************************* <**************************; *********** DID NOT SAY CANCEL MY ORDER - CONFIRM YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:09?AM ************************* <**************************; ***************** YOU ARE NOT CANCELLING MY ORDER!!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************** ARE YOU TALKING ABOUT!!!!
On Mon, Jun 10,2024 at 10:08?AM ************************* <**************************; ************ NOT CANCEL MY ORDER!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************** THE FUCK!!!!!!
On Mon, Jun 10,2024 at 10:07?AM ************************* <**************************; ************* CARRIER TOLD ME THEY ARE PICKING THIS UP TODAY AND THEY ARE IN ** AND WILL BRING IT THIS WEEK!!!
I DID NOT SAY CANCEL!@!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************** ARE YOU DOING!!!!!!!
On Mon, Jun 10,2024 at 10:06?AM ************************* <**************************; ************ NOT CANCEL THIS F****** ORDER !!!
On Mon, Jun 10,2024 at 10:05?AM ************************* <**************************; **************?!!?!?!!! I DID NOT SAY CANCEL THIS ORDER!!!
On Mon, Jun 10,2024 at 10:05?AM LuxeDecor <**********************************> wrote:
On June 10th,2024 we received a call from you looking for an update. Our customer service manager spoke to you and said they would reach out to the carrier and get an update for you. We worked tirelessly with the carrier/ broker to gather insight as to when the delivery is. Throughout this process you never notified us that you needed this order by a certain timeframe. Only on June 12th,2024 did you advise of this in the following email.
On June 11th,2024 you advised you were going to pick up your order from the carrier. We worked with the carrier and send permission over to them in order for you to pick up the order. The carrier confirmed you indeed did pick up the order from them. We compensated you the full amount of the pick up due to the carrier confusion so that you could meet your timeframe.
We want to apologize for any frustrations you have experienced. We are glad this was able to be resolved in time.Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Patio Living sells ******* Briarwood Replacement Seat Cushions that you can order customized with a fabric of your choice. On the product description page, it shows a *** cushion and there is ABSOLUTELY NO VERBIAGE or disclaimer to inform a customer that the product you will receive may be different than what is pictured. After reviewing their product description, I emailed their sales team on 4/26/24 and specifically said: "I have the ******* Briarwood dining chairs and want to order the *** seat cushion that is 17.5 inches by 16.5 inches by 3 inches on your website. I want the self-cording on the *** CUSHION as pictured on your website." At no point did the sales rep indicate the cushion specs would differ from what I said I wanted. I ordered 2 cushions on 4/27/24 (#******) and received an order confirmation email showing a *** cushion. They arrived on 5/18/24 and were a different style (envelope style with channel tufting, not a ***). This is FALSE ADVERTISING per the *** sections 5 and 12). I contacted Patio Living on 5/20/24 to request a refund. Since that point, I've been getting the run-around. They said I couldn't return them; blamed me that I should have known it might be a different cushion; offered a refund but threatened a restocking fee but then contradicted themselves and said they'd take the return not the vendor; made a ridiculous request that I take time to donate them and then they'll refund me if I can show a receipt; said they'd only offer a refund if I showed them a picture of chair (why?); offered a return shipping label but are now saying that will take weeks to receive. Patio Living is willfully violating *** laws and taking advantage of customers by not offering reasonable and timely refunds for THEIR FALSE ADVERTISING. I wish I had checked BBB before I ordered, because FALSE ADVERTISING represents a big % of their BBB claims along with not receiving refunds even when promised.Business response
05/24/2024
Greetings *******,
I apologize for any frustrations you have experienced with your return. Providing excellent service is very important to us and I am sorry we felt short.
While taking a look you placed your order on 4/27/24 for the ******* Briarwood High Back Dining Chair / High Back Dining Side Chair / High Back Spring Base Chair /Swivel Bar Stool Replacement Cushions. This item has an estimated shipping date of 2-4 weeks. On May 16th,2024 your order was shipped ***** and delivered May 18th,2024.
That same day May 18th,2024 we received an email from you stating.
Hi, I received the ******* Replacement cushions today, and I didnt receive the correct ones that match whats pictured on your website. Attached is your product page showing what I ordered. Its supposed to be a BOX cushion with welting at top and bottom all around. Instead, I receive an envelope style cushion thats thinner and only has one row of welting around it. See the second image from another vendor. I dont want the cushions. They dont match what I purchased from your website and what the picture included in your order confirmation email (see below). My order # is: ******.
Our claims department responded Monday morning May 20th,2024 at 10am. Please note our team does not work weekends therefore their response was early the next day. In response to your email, we advised:
Hello *******,
Thank you for reaching out to us regarding the cushion you received for your chair.
We would like to clarify that the photo listed on our website is a stock photo and not the exact cushion. The replacement cushion you received is the original cushion that the chair originally came with and is part of that collection. The replacement cushion is specifically meant to replace the original cushions that come standard with the chair. Unfortunately, per our return policy, replacement cushions are non-returnable. We apologize for any confusion or inconvenience this may have caused.
If you have any further questions or concerns, please let us know.
Thank you for your understanding!
Kleo
That same day we received 2 responses from you via email:
Per the ************************* Patio Living willingly engaged in false and deceptive advertising by posting a picture of a product for sale and then delivering a completely different product. I even contacted your sales rep before I purchased to inquire specifically about a BOX cushion and they told me the cording would match the picture. Please escalate this to higher management before I report your company for violation of *** laws (Section 5 and Section 12). I forgot to attach the email where I specifically inquired about a box cushion as pictured on your website. At no point did the salesperson who helped me indicate the product I would order would be different than what was pictured. Again, your actions are a direct and willing violation of the *** laws under false and deceptive advertising. You advertised a product that you didnt deliver, and you didnt disclose the differences when I inquired.
Please send me a return label at your expense before I report your violations.
In response to your emails,we advised:
*******,
Thank you for providing us with the communication you previously had with our sales team.
I will bring your case up for review internally with our management team and follow back up as soon as possible. Please allow 1-2 business days.
Thank you for your understanding!
Kleo
On May 22nd,2024 we sent you an email:
Hello *******,
Upon further review a donation has been requested instead of returning the cushions.
Please donate the items with any non-profit or charity and please provide a copy of the donation receipt.
Once the receipt is received the full refund can be processed back to your original payment method.
Thank you!
****
You responded to our email:
I dont have time to find a place to donate. Send me the return shipping label and YOU do the work to donate them.
*************************************
May 22nd,2024 we responded to you:
Hello *******,
I want to extend our sincere apologies for any inconvenience you have experienced or any trouble this situation may have caused.
We usually recommend donating the item to a non-profit organization such as Goodwill, as it is the fastest way for you to receive your full refund.
If you prefer, we can also provide you with a return label to send the item back to the vendor. Please note that this process typically takes around 5-10 days for the vendor to issue a return authorization, which is a crucial step in returning the item.
We apologize again for any inconvenience this may have caused.Please let us know how you would like to proceed, whether with the donation or with returning the item back to the vendor.
Thank you for your understanding and cooperation!
Kleo
May 22nd,2024 we received a response from you back advising:
Im going to report you to PayPal for stalling and not providing a quick refund due to your false advertising (which I see is a common complaint made with the Better Business Bureau about your company). The lady who just called me said that the cushions wouldnt be returned to the vendor because they are custom. So, waiting for a vendor RMA is not an acceptable option.
Do I need to contact the BBB and file a claim with PayPal?
You guys are putting up false barriers to get a refund when its your mistake due to false advertising.
*************************************
In an attempt to assist you we emailed you a return label instead of having you donate the cushions:
Attachments
776507769964-Return-Label.pdf
Type C/S Category Pref Return - Pend Reply Status Follow Up ************************* - Ops -5-28-2024
To: *****************************
Subject: RE: PatioLiving Order Shipping Status #******
*******,
We sincerely apologize for any inconvenience this situation may have created. Please find attached the ***** label to return the item to a consignment center and we will take care of the rest.
You have the option to either return the item using the provided label at your convenience or donate it to a local charity of your choice. As soon as the tracking information is updated or the donation receipt is provided, we will proceed with issuing a full refund to your original payment method.
Thank you for your understanding!
Kleo
You responded:
The attached tracking information confirms ***** has it; its in transit; and will be delivered TOMORROW, which is Thursday, May 23, 2024. Since it satisfies your stated requirement that the tracking information is updated, please issue a full refund of $296.54 to my original method of payment (PayPal) ASAP.
*************************************
May 23rd,2024 we emailed you:
*******,
Since the cushions have been shipped, we did go ahead and issue you a full refund back to you as promised.
***********************************************************
Please view your receipt below and let us know if you have any questions
Thank you
******
Order Receipt
Order Number ******
Order Date 4-27-2024
Order Total $296.54
Order Charged $296.54
Balance $0.00
Payment Details
Type Date Transaction Authorization Amount
paypal_capture 4-27-2024 ***************** ***************** $296.54
Refund 5-23-2024 ***************** ***************** $296.54
Per our T and Cs on our website replacement cushions are non-returnable, however we made a one-time exception with the return of your cushions. We have since refunded you in full as shown in the receipt above. We thank you for your cooperation and understanding.
30-Day Return Policy
At PatioLiving, we understand that the purchase of home furnishings represents a significant investment of both time and resources and so strive to ensure a worry-free shopping experience for all customers. Should a product you purchase from our online shop not match your expectations or needs, our highly trained sales team will be happy to assist you in locating an alternative option that better suits or, if none is available, assisting you with a return.
Return Policy
Most items can be returned within 30 days of delivery for either refund or site credit (see exceptions below). Returned items must be in their original condition and packaging in order to be accepted. They must not have been installed or modified and all additional parts, accessories, and instruction manuals must be included.
Items That Cannot Be Returned Include:
Personalized/Custom/Made to Order Items (including but not limited to replacement cushions and mattresses)
Clearance Items
Open Box Items
Gift Cards
Samples
Electrical Accessories
Large quantities of the same product (6 or more)
Items that have been assembled or installed
Items marked as non-returnable
Items without their original packaging
Items postmarked 30 days or more after the date of delivery
Items shipped outside of the continental *************
All returns and exchanges are subject to applicable return shipping fees. Orders over $1,000 are subject to a 15% restocking fee; in addition, items marked as special order may be subject to additional restocking fee. Any upgraded shipping costs paid on the original order will also be deducted from the refund.
This includes but is not limited to:
Upgraded shipping (rooms of choice, expedited, express, white glove, etc.)
Assembly services
Address change fees
To initiate a return, please contact us with your order number via:
Toll Free Phone Number ************
Live Chat Representative (via the icon on the bottom right of any website page)
Contact Us
A PatioLiving team member will promptly review your order and assist you in beginning your return.
30-Day Return Policy | PatioLiving
We do appreciate you were frustrated but we not only communicated in a timely manner but also made an exception to our stated terms and conditions for you. We hope this shows not only a timely resolution to your issue but also our overall commitment to excellent customer service and customer experience.Customer response
05/29/2024
Complaint: 21747555
I am rejecting this response because:Patio Living begrudgingly refunded my money ONLY after I filed a complaint with the BBB. HOWEVER, they have not taken ownership of the fact that their product description for the cushions are FALSE and MISLEADING to customers in that the photo of the product displayed is not the product customers will receive AND the product description does not directly inform customers of this fact. Other ******************** actually display a correct photo of the cushions. Why hasn't Patio Living done the same?
Simply stating that a photo is a stock image does not communicate this to a reasonable customer, especially since it's a custom item. Patio Living's behavior constitutes FALSE ADVERTISING and is a violation of FTC trade sections 5 and 12. 10-20% of the complaints consumers have filed on the BBB website are ALSO related to FALSE ADVERTISING and a refusal to refund customers when ******************** makes a mistake. It is against the law to engage in false advertising and the fact that Patio Living hasn't addressed this despite numerous consumer complaints means they are willingly choosing to engage in unethical business practices that violate federal laws. I am asking BBB to investigate their practices based on the NUMEROUS complaints Patio Living has received about deceptive advertising, so that future online consumers aren't persuaded into making a purchase in good faith that then isn't accurate or as described.Sincerely,
*************************************Business response
05/31/2024
*******,
You placed your order on April/ 27th, 2024 for the ******* Briarwood High Back Dining Chair / High Back Dining Side Chair / High Back Spring Base Chair /Swivel Bar Stool Replacement Cushions. This item has an estimated shipping date of 2-4 weeks. On May 16th,2024 your order was shipped ***** and delivered May 18th,2024.
Please be advised that item specific replacement cushion imagery is not provided by the manufacturer which is why we put stock photos and encourage customers to verify before purchase. These are hand-sewn and are made to fit compatible frames only. When your quote request was made initially it was based upon the photo of the chair frame, for example. Since some of these cushions are made to fit several different styles of chairs, your quote was converted to show a stock photo of the cushion.
Regarding your concern regarding the refund, your BBB complaint was received to us on May 22nd,2024 at 4:22pm however we emailed you prior at12:46pm on May 22nd2024 stating:
As we noted in the email to you May 22nd,2024 we made a one-time exception regarding the return of the replacement cushions. Since than we have picked the items up and have refunded you in full. Again, we are truly sorry for any frustrations you have experienced and thank you for your understanding.Initial Complaint
04/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 11 I purchased a dining set from Patio Living. Prior to completing the purchase I selected the Request Quote option. I received an email, many hours later with a quote for a lower price. I phoned customer service to see if I could be refunded the difference, they concluded they responded by giving me a 100 gift certificate. Days later my mother decided that she did not want this gift. I requested a return. I purchased the white glove service and the set was waiting for delivery. I was told that a restocking fee and additional shipping costs would be deducted from the refund. I was later told that my purchase was a special order and the restocking would be 30 % not the 15 % because it was a special oder, even though it had not been delivered. The return was going to cost an additional $829.08. The very first communication did over an additional discount if I kept the set. I have purchased several other pieces, and just do not understand the lack of consideration or flexibility. Why they offer discount and then none. None of this seems fair. The dining set has not been delivered, is unopened, not assembled. The 30% fee is extremely high. I think the restocking fee should be 15% not 30% because it has not been delivered.Business response
05/01/2024
Dear ******,
I am truly sorry for any frustrations you have experienced. Providing excellent customer service is a top priority for our company and something we take very seriously.
While taking a look at your order I see you were emailed a quote on April 11th,2024.That same day you placed an order for the Darlee *********************** Nassau Cast Aluminum Antique Bronze 7 Piece Dining Set. We received a call from you on April 11th,2024 advising us that the quote price was lower than the cost you paid. Our customer service representative worked with our management team regarding the issue. We swiftly addressed this for you and advised that unfortunately this was either a site glitch or a human error when processing your quote. This vendor is excluded from any promotional codes. Please see our T and Cs below:
Brand Promotion Code Exclusions
Due to some manufacturer restrictions, the following brands are excluded from email list and sitewide banner promotion codes:
******** **************** **************, Bromic Heating, Captiva Casual, ****************************** Outdoor Living, Four Hands Outdoor,Frog Furnishings, Harmonia Living, Heatscope ********************************* Home *****, Kartell Outdoor, ***************************, Mallin, *****, ******* Living,Outdoor Greatroom, Patio Comfort, PGS Grills, POLYWOOD, Primo Grills, Rainbow Outdoor, RCS Grills, Royal Teak Collection, Telescope Casual, Teva, ***************** Outdoor, Treasure Garden, Uwharrie Chair, Vondom Outdoor, Winston,Woodard.
Terms of Use | PatioLiving
As a good gesture and appreciation for your business we applied a $100 gift card to your account.
On April ********* we received a call from you stating you no longer wanted you order and needed to set up a return. We promptly emailed you that same day advising in an email:
We understand you are looking to return item(s) on your order. Could you please specify the reason for the return? Would you be interested in keeping the item(s) for a discount?
Please note, return shipping costs apply and the item must be in its original condition and packaging to be accepted. Returned items must not have been installed or modified, and all additional parts,accessories, and instruction manuals must be included to receive a refund.
All returns and exchanges over $1,000 are subject to a 15%restocking fee plus applicable return shipping fees; in addition, items marked as special order may be subject to additional restocking fee. Any upgraded shipping costs paid on the original order will be deducted from the refund.
Any outbound shipping costs paid on the original order will not be refunded. This includes:
Upgraded Shipping Costs (room of choice, expedited shipping, express, etc.)
Assembly services included with delivery.
Address change fees
We worked closely with the vendor to provide you with the fees associated with your return. On April 25th,2024 we sent you an email proving you with shipping fee of $195.05 and a restock fee of $634.03 which will be deducted from your refund. That same day we received a response from you Is it possible to use the $100.00 Gift Certificate toward the payment of the restocking fee? Please proceed and deduct the charges from the refund.The very next day we responded to your request Thank you for your patience. The restocking fee for your order is 30% as it consists of special-order items. We apologize for any inconvenience caused by the applicable fees, but we would like to offer more context to clarify our policy.Special order items, like the ones you've purchased, are made, or sourced specifically based on your unique specifications and preferences. As a result, these items have limited marketability compared to standard stock items. Therefore, the restocking fees associated with special order returns are higher to cover the costs involved in processing and restocking these items.
April 26th,2024 we received a call from you advising your frustrations over the restock fees associated with your return. Our returns specialist partnered with our management team advising of your concerns. As a one-time exception we offered you to keep the item for a $200 discount or return the item reducing the restocking fee from 30% to 15% however the shipping fees stands as is. On April 29th,2024 you responded to our offer and advised I accept this adjustment to the restocking fee and wish to continue with the return.
While we understand the frustrations associated with your return, we are elated to offer you a solution that will resolve your concerns. We thank you for your understanding in this matter.Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered an outdoor sofa and chair off of their website. What was delivered was not what was advertised on their site. The wicker frame and cushions were completely different than what was displayed on the website. I contacted customer service and was asked to upload photos. They determined that the manufacturer would take the furniture back but wanted to charge me for shipping. They claimed that they were working out a resolution. I have 17 correspondence emails and each one promises to have a manager call me, which never happens. It has been over 6 weeks. I have requested a refund but no response.Business response
04/19/2024
Greetings ********,
I am very sorry for any frustration you have experienced. At Patio Living we take customer satisfaction very seriously and are sorry for any inconvenience. After taking a look at your order that was placed on 11/30/23, I see you ordered the Teva Hawaii Arm Chair and the Teva Hawaii Sofa . Your items were delivered December 22nd, 2023. On March 18th, 2024 we received a call from you in regard to your order. You advised the items do not look the same as were advertised. The color and the texture is not the same as showed online. Even though this is past our 30 day return policy, at that point we partnered with the vendor, and they advised you did receive the correct items . Please note we do state in our terms and conditions regarding color variation: All our high-quality products come from selected manufacturers from around the world. We are highly committed to your satisfaction and only offer products from well-established and experienced manufacturers. Color of images appearing on the website may not be true to color, depending on the lighting and resolution of the screen or other factors. To physically see the fabric swatches, please follow the link at the item page (Some manufacturers may not apply). *******************************************************************;
Due to the frustrations you have experienced, we worked with the manufacturer Teva, and they are willing to waive the restocking fee and just require that you pay the return shipping fee. At your earliest convenience, we ask that you respond to the email our returns team sent you. Once received we will schedule a pickup date with a carrier of the items on your order. We thank you for your patience and understanding and look forward to your response.
Initial Complaint
04/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered patio furniture. Before you place the order, you get get a message that says that they will send shipping timeframe shortly. That we have within 24 hours of this email to cancel. I received an email that showed: some items, 1-2 weeks, some 2 weeks, some 2-3 weeks. This timeframe was agreeable to me. So I proceeded with the order. One item arrived damaged. They want to send someone to repair it. But I purchased a brand new unit, not a repaired unit.Some other items - received email that they had shipped and were on truck - shows expected 5 days. I called when they did not arrive. They said another 5 days. I called when they did not arrive again. Now they don't have any idea when they might arrive. Yet they are holding my $7,726.33. I complained. But cannot get any real help or real definitive answers.Then I received an email for my 2nd, smaller order - that should have shipped in 1 week from order - stating they couldn't ship my order until possibly 4/30/24. And then it may go beyond that date; as there is no way to know when. But if I cancel; they will charge me 50% of my order. This is a breech of contract; as I agreed to the timeframe they first supplied. Not months later! So, I need a full refund so I can get my order within a reasonable and agreed upon timeframe. What they are doing is deceptive trade practice, and is illegal!!Business response
04/08/2024
Hi *****,
First, please let us apologize for the frustration you have experienced. Customer experience is something we take very seriously and we strive to provide excellent service however, whenever possible. Looking into your experience and orders, we do see that we received an update from the vendor for order ****** with the South Sea ******************** 24'' Square End Table. The vendor advised that they did accidentally oversell on the **** end tables and so did not have enough to fulfill your entire order immediately. They advised that enough stock was estimated to arrive mid-April and could be shipped at that time. We understand that delays can be frustrating when an item is anticipated, which is why we do advise in our terms and conditions that lead times are approximate as shipping dates can only be estimated and can change based on product availability. We know this does not mitigate your frustration and so are happy to work with you on this order.
Taking a look into your order ******, we do see the Sunset West Gravelstone Concrete 41''W Round Fire Pit Table arrived damaged. Our claims team has been working closely with the vendor for their assessment and the vendor is confident that it can be repaired, which is why they issued a repair kit free of charge to do so. We agree with you, though, that a professional should be involved and so we did offer to facilitate a Guardsman technician come out to assess and repair the table, which you agreed to. We are scheduling a technician to come, assess the fire table damage, and repair if possible. As our claims team stated via email, if they are unable to fix the fire table, we will happily issue a replacement for you. We apologize that the remaining South Sea Rattan items on this order have not yet been delivered. Our logistics team has been in constant communication with the carrier on this order as they navigate the shipment in the best possible way to ensure it is delivered as quickly as possible. Unfortunately, this sometimes means that a few extra days may be added to transit, for which we apologize if this is the case. I would like to thank you for speaking with me today. As we discussed on our call going forward, I will be takin over your account. I am working closely with our logistics team to provide you a delivery date for the South Sea Rattan item's that are in transit. As soon as I have that information, I will reach out to you with that update.
Again, we are truly sorry for any frustrations associated with your orders and experience. We understand the importance of receiving your orders at a timely matter and please know we are working very closely with the vendors and carrier on your behalf. As we receive updates, we will reach out to you and provide you with that information.
Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an area from this online retailer. I received the rug two days ago and the colors are completely different than what is pictured on the website. The rug has not even been unwrapped all the way and still retains original stickers and bar codes on the packaging. They have a 30 day return policy, yet they are refusing to cooperate with my refund request. I have sent them photos of the rug and compared them to what is pictured on their website, and they have taken no accountability and say that they are not responsible for color variations. Regardless, I am still well within their return policy window even if this was an issue that I didnt feel should be their responsibility. I want to send the rug back for a full refund. I also feel that they should cover the shipping cost as Im returning it due to misleading photos they provided. Its ridiculous that they will not take responsibility for posting photos that are clearly not the actual color of the item. The rug is untouched but useless to me because it doesnt match my furniture. I have a photo but its not letting me upload.Business response
02/22/2024
Greetings,
I am very sorry for any frustration you have experienced. At Luxe Dcor we take customer satisfaction very seriously and are sorry for any inconvenience. After taking a look at your order that was placed on 2/13/24, I see you ordered the Dalyn ******* Bordered Area Rug with a ESD of 1-4 business days. Your rug was delivered 2/19/24 by ****** On 2/21/24 we received an email from you in regard to your rug. You advised the color of the rug looked different than what is pictured online. At that point we partnered with the vendor, and they advised you did receive the correct rug and that color variation does occur on the website. The vendor ***** is willing to waive the restocking fee and just require that you pay the return shipping fee. However, we do understand the frustration caused by the perceived differences and, as an apology for that frustration, are willing to absorb part of the cost of the shipping, reducing your return shipping cost to $196.47. Please note we do state in our terms and conditions regarding color variation: All our high-quality products come from selected manufacturers from around the world. We are highly committed to your satisfaction and only offer products from well-established and experienced manufacturers. Color of images appearing on the website may not be true to color, depending on the lighting and resolution of the screen or other factors.To physically see the fabric swatches, please follow the link at the item page (Some manufacturers may not apply). Terms of Use |LuxeDecor
Nevertheless,we are happy to work with you as your return is within our 30-day return window.We thank you for your patience and understanding and look forward to your response.Initial Complaint
02/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Luxedecor is a SCAM. BEWARE. I have never left a negative BBB review in my life, but their practices are dishonest, this is not a simple mistake, it's the culture of the company. Had I looked at BBB I would have known better. We ordered a lighting fixture which states the ***** is 17" on the website. The smallest measurement is 17", however, the max ***** is 24" at the largest area, which is what should be advertised. It will not fit in our entrance. We have not hung it, it is in original packaging, I simply wanted a refund to my credit card and to ship it back. I spent an hour on the phone explaining this over and over to 2 different individuals who gave me the run around. The first person is trained to tell people that they have to open up a "case" to return things and have it investigated and someone will be in touch. Really? I don't need to wait days for someone to respond back... just refund and take it back. I need a return label and my credit card refunded. You can't hold people hostage. The first person stated there are no managers to speak with and it would take 2 days for one to call me, but one magically appeared once I said I would call my credit card company to fight the charge due to them not honoring their return policy and having shady business practices. The manager did not process my return, she said she would get back to me after pretending to sympathise. That is unacceptable. Again, you can not hold customers hostage. My credit card company will be handling now since they refuse to practice good business and refuse to honor their 30 day return policy. I am a week into my purchase, so I am not past the 30 days. It is a returnable item. It is in original packaging. It is not my problem that you and the manufacturer listed the measurements wrong...work it out amongst yourself. That should not affect the customer. You are scammers and are trying to figure out how to not honor the policy while you "investigate" simple returns.Business response
02/08/2024
Thank you for reaching out to us.We apologize for any frustration you may have experienced with your return with us. We strive for every experience with us, whether purchase or return, to be smooth and frustration free and always take it very seriously when customers are dissatisfied. Upon review, we do see that you ordered with us on 1/24//2024 for a Savoy House ******** 4- Light Pendant, which shipped on 1/26/2024. You reached out to us on 2/6/2024 letting us know you received a 24 and not a 17light. Our customer service team advised they would file a claim for further investigation of the light received. You advised you wanted to just return the item and get a full refund. In order for us to do that per our policy listed on our website, 30-Day Return Policy | LuxeDecor we need to work with the vendor normally to let them know the incorrect item was shipped. Once verified by the vendor an incorrect item was shipped and delivered to you, we send out a return label. Once the vendor has confirmed they have received and inspected the item, we then proceed with a full refund Unfortunately, this process is not immediate as we do need to have the item returned before a refund can we issued, as is common practice amongst retailers. We know that can create some frustration when it comes to situations such as this where you have received the incorrect item. As such, we have made an exception to the process and issued your full refund. We appreciate your understanding.Initial Complaint
01/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
LuxeDecor is nothing but a scam company. I ordered my product Nov 2 2023. Today is Jan 15 and still I never received the product but they took my money immediately. They keep lying about the estimated delivery date. All I ordered is a small door mat. Now they claim it is fragile shipment and may take a few more weeks. I wish I read comments about them earlier, they are a known scam company. Shame on them. I have asked them for a refund of $43 dollars and they refuse. Worst online retailer ever! Buyers beware!Business response
01/17/2024
Greetings ****, I want to apologize for any frustrations you have experienced with your order. We strive for every experience with us to be smooth and frustration free and always take it very seriously when customers are dissatisfied. Upon review, I see you reached out to us to try and cancel your order however ******* advised it was too late since tracking information had already been assigned with the carrier **** As per our T and C's 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. After you receive the updated ship date, you will have 24 hours to make changes/cancellations to your order via Contact Us link or phone call. If the order is not canceled, we will proceed with the production of the order. Even though your order was outside the window for cancellation, we understand the frustrations you have experienced therefore I have waived all fee's and provided you with a one-time exception and a full refund. You will receive an email receipt and the refund should reflect in your account within ***** hours. Again, we thank you for you patience and understanding in this matter.Customer response
01/18/2024
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,
*******************************
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Get a QuoteCustomer Complaints Summary
75 total complaints in the last 3 years.
21 complaints closed in the last 12 months.