ComplaintsforNet Retailers, LLC

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #****** was placed on November 11, 2022. Full payment of $4,368.38, was made at that time. Order has not been received to date, over 2 months later although initial order said items would ship within 2 weeks. I would like delivery to my home, in the rooms desired, unboxed and debris removed for no additional fees.

  

  Business response

  02/01/2023

  Good evening,

  I am hoping to address your concerns regarding your order. Our company is a broker therefore we do not manufacture the products we sell. All the information and specifications regarding products, lead times, ect are provided directly by the manufacture. This means that we do not have control over the production process, shipping times pr product specifications. Because of that, as for the estimated shipping date, at the time the order is placed, an email with order confirmation is sent, which includes approximate lead time for the order. Please be aware, all our products are custom made and 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. If the order is not cancelled, we will proceed with production of the order. All orders in production are subject to restocking fee. 

  We are currently working with manufacture to find out when your order is scheduled to be picked up by the carrier. Once we have this information, we will reach out to you immediately to provide you further details. I understand this maybe disappointing to hear however we are going to do our very best to gather this information for you as soon as possible.  We appreciate your business and your patience. 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for patio furniture on 11/06/22. The website advertised that items would ship within 1-5 days which was a primary factor in placing the order as these items are for a commercial space that is waiting to open based on furniture installation. On 11/07/22 at 10:00 am I received an e-mail stating the items would not ship until 11.30.22, that the items were in production and could not be cancelled. I immediately checked the website which was still advertising shipping within 1-5 days for these items.I then called and spoke with a customer service rep who indicated that the items could not be cancelled. I stated that the items are not custom they are off the shelf items and the website still continues to advertise shipping with 1-5 days, if that's not the case then why not update the website?The customer service rep indicated he would escalate my compliant and I would receive a return call within 24 hours as of today 11/10. No Response.The opening of the commercial space and grand opening event is now delayed until this issue is resolved or I receive my order. I have no confidence that the order will actually ship on 11/30/22since this company is not trust worthy.I called customer service stating

  

  Business response

  11/14/2022

  As per your request, we have canceled your order and processed a refund for the balance using the original method of payment. Please note that while the refund is immediate on our end, it may take 48 to 72 business hours to be reflected by your banking institute.

  
  We are sorry your order has been canceled. As a courtesy, we would like to offer you a special promotion valid on almost all of our manufacturers. Please use promo code ORDPROMO4USR during the checkout process to receive 10% off a future order.
  
  We are available Monday through Friday 9am to 7pm CST and on weekends 9am to 5pm CST to assist you further. Below is a list of some of the services we offer.

  
  Personalized Quotes and Pricing
  Fabric and Finish Samples
  Tear Sheets & Brochures in Digital Format
  Assistance finding products based on your project requirements
  Verification of product availability and estimated delivery times

  Customer response

  11/16/2022

   
  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.
  

   

  The business has resolved the issue to my satisfaction

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

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered patio furniture on May 21, 2021. I waited 15 months to receive all my furniture, Every month Patio Living would send me a standard email to say it would be approx. 1 more month before it would be shipped out. Every time I would call and ask to speak to a manager they would never give me a name or number to contact someone. When my last piece arrived after waiting 15 months it was damaged. I sent in photos as proof. I was told they would replace the damaged table top. I would be bumped up to the front of the line with a ship date of Nov. 4, 2022. Today I received 2 different emails one says it was delivered. The other says it will be coming from over seas. This manufacture has their plant in ******** not overseas. I can never speak to a manager or a sales rep from the manufacture. I paid for this table in May 2021. I need action for BBB to

  

  Business response

  11/14/2022

  Hello,

  The current shipping status of replacement came directly from ******* as of 10.27.22 the replacement has a current shipment date of 12.30.22.

  Quoted directly ******* to us on 10/27:

  "The factory is still waiting on the top from our factory overseas which has been delayed.  Currently, we are showing an approx. ship date of 12/30."

  We do sincerely apologize for the delay, but all shipping dates are determined by the manufacturer only and this replacement did not go to the back of the que, the manufacturer does not have the item at the warehouse to ship out. They are waiting on the supplies to complete your order. 

  We value our customers' feedback and are working hard to address the issues as quickly as possible. Any lack of communication will be rectified. We greatly appreciate your patience and your business.

  Customer response

  11/15/2022

   
  Complaint: 18325803
  
  I am rejecting this response because:  They always send the standard response.  Every month they tell me a different date.  It was suppose to be Nov. 4, 2022 for the ship date of the replacement.  Now they say Dec. 30 ship date.  I have tried to get a manager from Patio Living to contact ******* sales Representative that handles their account.  My original order was placed on May 21, 2021.  I paid for the entire order back then.  I am a former Interior Designer and am very familiar with ******* the company that manufactures the patio furniture.  That is how I know that Patio Living has a ******* Manufacture sales rep. that could contact to expedite this replacement order. Patio Living's current on line order system says that this exact table ships in 5 to 8 weeks.  My damaged table was delivered on Aug. 22, 2022.  So what they are saying now is that my table top won't be shipped out for 20 weeks.  Please look at their web site at PatioLiving.com Look up ******* Aluminim Deluxe 54" wide round Trellis top table with umbrella hole.  You will see that they advertise a ship date of 5 to 8 weeks.
  

  Patio Living has a lot of complaints submitted with the BBB.
  
  Sincerely,
  
  *****************************

  

  Business response

  11/23/2022

  *******,

  
  The current shipping status of replacement came directly from ******* as of 10.27.22 the replacement has a current shipment date of 12.30.22. Quoted directly ******* to us on 10/27:

  
  "The factory is still waiting on the top from our factory overseas which has been delayed.  Currently, we are showing an approx. ship date of 12/30."

  
  We do sincerely apologize for the delay, but all shipping dates are determined by the manufacturer only and this replacement did not go to the back of the queue, the manufacturer does not have the item at the warehouse to ship out. They are waiting on the supplies to complete your order and ship to you as soon as they are able. Our team continues to follow the status of your order and provide all updates as soon as they are available. We will continue to share those with you via email and hope to have additional updates regarding the status of your order by the end of next week. We greatly appreciate your continued patience through these difficult times. 

  Customer response

  11/29/2022

   
  Complaint: 18325803
  
  I am rejecting this response because:  Again this is just a standard reply they keep sending out every month.  I sent you a letter on 11/15/22 with their same response and they claim my table is NOT in the back of the queue for shipment.  As I said before in my last letter they claim a ship date will be 20 weeks from when they approved the replacement.  The attached on line order for this same table is only 5 to 8 weeks from the time a new table is ordered. They lie to get on line orders then just keep sending out the same delay excuse.
  

  You have so many complaints with this exact same problem with this company.  I paid for this table on May 21, 2021.  Please review my past letter.s.

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

  

  Business response

  12/13/2022

  Hello,

  We have received an update after further escalating the continued delay with ******* directly. We asked that they provide as much information and assurance around the estimated ship date last provided, as they are able due to the ongoing BBB complaint. ******* advised us of the below:

  "Unfortunately, the factory had to push the ship date back as they were waiting on parts to build the frame.   The order is scheduled to start production 12/14 and should ship approx. 12/30."

  All manufacturers are working towards getting orders shipped out as soon as they are able and apologize for any inconvenience of this delay due to the global supply chain issues, worker shortages, and high order volumes. Unfortunately, they don't have a real-time tracking system to alert customers as soon as they know an order will be late so again our sincere apologies that you are just now learning about the delay.

  Our team will continue to provide updates as they are requested or provided by the Manufacturer. We apologize for your continued frustration and are doing are best to make sure you remain up to date. 

  We will continue to monitor your order until it ships and will notify you of any issues or changes. 

  Customer response

  12/15/2022

   
  Complaint: 18325803
  
  I am rejecting this response because:  Every time I receive a response it never addresses the real issue.  Patio Living has an on line web site that says my table can be ordered and the ship date is 5 to 8 weeks.  If this company can't get the metal to make a replacement damaged table then how can they advertise to potential customers that they will receive a new table in 5 to 8 weeks?  This is false advertising.  The  BBB web site has many complaints from customers regarding this same problem.  All of us have paid for the patio furniture in full when the order was placed.  Patio Living has had my money since MAY 21, 2021.  That is 19 months. 
  
  Sincerely,
  
  *****************************

  Customer response

  12/20/2022

  [A default letter is provided here which indicates your acceptance of *********. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find your ********* services are necessary.

  Regards,

  *****************************

  

  Business response

  01/09/2023

  Better Business Bureau:
  
  I would like to reject the offer of Mediation for complaint ID ********.
  
  This decision is made in full knowledge that as an Accredited Business, my organization is required to uphold the BBB Code of Business Practices.[1]
  
  Regards,
  
  ***************************
  
  
  [1]As an Accredited Business, to be eligible and maintain BBB Accreditation, an organization is required to successfully undergo an approval process and uphold the BBB Code of Business Practices:
  
  6. Be Responsive
  
              Address marketplace disputes quickly, professionally, and in good faith
  
  An accredited business or organization agrees to (which states in part):
  
  B. Make a good faith effort to resolve disputes, which includes mediation if requested by BBB. Other dispute resolution options, including arbitration, may be recommended by BBB when other efforts to resolve a dispute have failed. BBB may consider a business willingness to participate in recommended dispute resolution options in determining compliance with these standards.
  
  Our mutual customers replacement order was confirmed delivered 1/6, by **********************. The order was accepted by our customer. Tracking number **********, for reference. Please let us know if you have any questions. 

  

  Business response

  01/19/2023

  ******* confirmed shipment of the replacement item on 12/30, via Holland Freight. Tracking # 6963203238. Replacement order was confirmed delivered 1/17/2023. Damage to the item was reported the same day delivery took place. A claim was opened the same day, 1/17/2023, where documentation of the damage was requested. We are awaiting photo documentation to proceed with the claim/resolution. 

  Since Holland Freight was unable to complete the *** delivery service level, we have sent the information for a check to be issued to our accounting team for processing.  Once it has been processed by the bank, they will ship it to you via US Mail. 

  Thank you. 

  Customer response

  01/28/2023

   
  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

  09/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a dining room set that included 6 chairs and a table. I also purchase an armoire to match the set. I paid in full when I placed the orders totaling *******. I received the chairs, and the table was back ordered. I then received the armoire. Then I was told it was on back order due to the pandemic. I continued to get updates and the shipment continued to be delayed. I called and informed them I wanted them to come and pick up the chairs and the armoire. I was told that they would pick up the items or I could wait until December (only a few months away) for the table to be shipped. I really wanted the table, so I agreed. I continued to call and check on the order and was repetitively told the table would be shipped. The customer service members work from home and have no way of transferring the call and refused to provide me with a number to reach them. NO manager ever called me back.I wrote a certified letter to *************************** along with documents and informed him the items needed to be picked up and my money fully reimbursed. A few weeks later I receive fan anomymous customer service email providing me with 3 options for tables that would match the chairs I owned. None of the tables were appropriate to pair with the chairs nor armoire, wrong color, style, or esthetics.I replied with the above information. I received another email stating the order had been cancel a check had been issued. I have yet to receive the check. Their receipt confirms that I ordered the dining room set. I paid them in total $*******. The chairs and the armoire have been sitting in the room unused.I have looked on your sight and, they have a history of this behavior. I am requesting your assistance.

  

  Business response

  10/05/2022

  Dear ******,
  
  We have cancelled the table off your order as it has been discontinued. Unfortunately, we are unable to refund the original method of payment due to the length of time and mailed a physical check via ***** Our Sales team attempted to offer alternatives worth greater or equal value, that we would cover for the inconvenience. After all attempts were made to reselect a table, a check was issued for the remaining balance. During 2021, no attempts to contact were made or documented

  All 6 ******* Arm chairs and ****** armoire were delivered back in 2020. Between delivery in 2020 and February 2022, no communication was made to rectify any issues with your order or previous delivery. At this time, ********* selection is very limited, as our team suggested alternatives from the other Manufacturers, to compliment the pieces you have had in your possession since 2020. 

  If our Sales team can assist further, please let us know and we would be happy to assist with other alternative tables. 

  Thank you.

  Customer response

  10/13/2022

   
  Complaint: 18119853
  
   am rejecting this response because:
  
  Sincerely,
  
  ***************************
  I reject the response:
  I have not received payment for the table. **** sends Coming soon record of items to be delivered. No such message included any item from LuxeDecor or Net Retailers.
  1. My order was accepted LuxeDecor billed and received payment for my table and chairs.  Forming a contract.
  2.I never agreed to become an employee of LuxeDecor and furfilling the accepted order and delivery of goods responsibility to adhere to our contract  lies directly on LuxeDecor.
  3.The second item was placed to match the original accepted order and matches the table and chairs. (unlike the late suggestion by the company.)
  4.LuxeDecor has a documented history of failure to delivery (breach of contract) items and retaining payments.
  5.The items were advertised electronically,the order was placed electronically, and accepted electronically. I believe federal law is utilized in inter-state transactions.
  The history of fraudulent profit due to their standard operation of not meeting contractual obligations fits the qualification of racketeering.
  6.Telephone communication is legal communication and is documented by date and length of calls.
  7.The structure of LuxeDecor infrastructure does not meet the standards to uphold the contract that they willingly and knowingly entered into, thereby meeting contractual fraud.
  8.LuxeDecor has an obligation to reimburse the money paid for the table, remove the associated set components from my residence, and reimburse the money paid for the chairs.
  9.If an order is place for a pair of shoes than providing one shoe is not acceptable.

  10. The reimbusement of the aimore should also be done as it's purchased use can not long accomplish the reason entered into a contract with LuxeDecor.
  
  

  

  Business response

  10/25/2022

  Hello,

  The check refund was processed 9/12 for $1,192.61, if this was not delivered, please contact our Customer Experience team to review with our accounting department. Unfortunately, we are unable to refund the original method of payment due to the length of time and did mail a physical check via ***** 9/12. Our Sales team attempted to offer alternatives worth greater or equal value, that we would cover for the inconvenience. After all attempts were made to reselect a table, a check was issued for the remaining balance.

  During 2021, no attempts to contact were made or documented. All 6 ******* Armchairs and ****** armoire were delivered back in 2020. Between delivery in 2020 and February 2022, no communication was made to rectify any issues with your order or previous delivery. At this time, ********* selection is very limited, as our team suggested alternatives from the other Manufacturers, to compliment the pieces you have had in your possession since 2020.

  If you have documentation to note attempts to contact us between delivery in 2020 and February 2022 to report the issues described here, please forward them to *********************************** adding your order number in the subject line.

  Thank you. 

  Customer response

  10/31/2022

   
  Complaint: 18119853
  
  I am rejecting this response because:

  "Between delivery in 2020 and February 2022, no communication was made to rectify any issues with your order or previous delivery."THEY WERE ATTACH IN THE ORIGINAL COMPLAINT

  "please contact our Customer Experience team to review with our accounting department." I DO NOT WORK FOR YOU. YOU HAVE ALREADY BEEN INFORMED THROUGH COMPLAINTTHIS PORCESS IN WRITING.

   After all attempts were made to reselect a table ALL ATEMPTS? THEY DID NOT MATCH THE ORIGINAL AND DID NOT COMPLETE A SET THAT I ORDERED AND PAID FOR

  , a check was issued for the remaining balance.
  During 2021, no attempts to contact were made or documented. All 6 ******* Armchairs and ****** armoire were delivered back in 2020.

  Between delivery in 2020 and February 2022, no communication was made to rectify any issues with your order or previous delivery. THANK YOU FOR ADMITTING IN WRITING THAT YOU  MADE NO ATTEMPT TO RECTIFY YOUR DELIVERY ISSES.

  At this time, ********* selection is very limited, as our team suggested alternatives from the other Manufacturers, to compliment the pieces you have had in your possession since 2020. YOU SHOULD REIMBURSEMENT FOR STORAGE FEES.

  
  If you have documentation to note attempts to contact us between delivery in 2020 and February 2022 to report the issues described here, please forward them to *********************************** adding your order number in the subject line. SEE ABOVE YOU HAVE ALREADY RECEIVED THEM THROUGH THIS COMPLAINT PROCESS.

   

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

• Initial Complaint

  08/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a patio umbrella through PatioLiving on 31 May 2022. On 3 June, I received an email from PatioLiving saying it wouldn't ship until mid July. On 12 June I submitted an order cancellation through PatioLiving.com and received a pop-up message that someone would contact me. On June 15, I ordered an umbrella through a different retailer. On June 24th, I received an email from PatioLiving that my umbrella had shipped on June 23rd - I never heard from PatioLiving regarding my cancellation. I then contacted PatioLiving through their chat and was told I never submitted a cancellation and I'd be accountable for return shipping and restocking charges. They essentially called me a liar and forced me to pay multiple fees to return an item after I cancelled the order. I want to return this item, at PatioLiving's cost, and my full order amount refunded.

  

  Business response

  08/22/2022

  Hello,

  
  Please be advised that our last correspondence we received from you was on 7/6/22, and that you had decided to dispute the charges for the umbrella. Given this information, we had closed out the request. 

  
  In regards to your recent request, please be advised that we allow returns within 30 days of the delivery of the item (see our returns page for more details:

   https://www.patioliving.com/customer-service/returns).

  
  As your item was delivered on 6/27/22, we cannot process a return at this point in time. Please let us know if you have any questions. 

  Customer response

  08/26/2022

   
  Complaint: 17734070
  
  I am rejecting this response because:

  PatioLiving (PL) denied I cancelled the order, an order PL said wouldn't ship for a month after I ordered it, an order PL acknowledged I submitted a cancellation for with a pop-up message stating that someone from PL would contact me regarding the cancellation, an order PL FAILED to contact me to discuss the cancellation, and order PL then shipped on June 23rd without any notice in change of shipping status until June 24th.  PL expects me to believe their order system never logged the order cancellation when PL delays, then ships my order without any status change notification until AFTER it shipped.     
  
  Sincerely,
  
  *********************************

  

  Business response

  09/08/2022

  Hello ****,
  
  Please be advised that our last correspondence we received from you was on 7/6/22, and that you had decided to dispute the charges for the umbrella. Given this information, we had closed out the tracking. Please be advised that we allow returns within 30 days of the delivery of the item. As your item was delivered on 6/27/22, we cannot process a return at this point in time.

  
  https://www.patioliving.com/customer-service/returns
  

  As for 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. All orders in production are subject to restocking fee.

  Thank you. 

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two chairs in March received them September last year June this year chair structure failed ,front left side of seat lower then right ,wood sits on metal frame on left only .unable to reach company by email or by phone ,I have tried repeatedly for more than three weeks now..

  

  Business response

  07/29/2022

  Hello,

  We are sorry to hear about the frustration you had with trying to get this sorted out. Our team is absolutely working to get this resolved for you. Upon review, you contacted us 7/14 and our Clams team reached out the same day, 7/14 with the below:

  Dear ******,
  
  To begin processing your warranty claim request, we will need the following information:
  1) Item code(s) of the damaged unit(s) (Item codes can be obtained from your order confirmation email)
  2) Provide a description of the issue(s)
  3) Attach clear photo(s) (video if necessary) of the full item, closeup of the damage, any labels
  
  Please note, claim processing can take up to **** business days. 
  Please let us know if you have any other questions.
  We appreciate your business and thank you for your patience. 

  As of today, 7/29, our team has not received a response from you. We have resent the communication to your email on file, *******************. We attempted to reach you today by phone but did not get an answer. Please let us know if you have any questions.

  Thank you. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Treasure Garden patio umbrella through PatioLiving on March 27, 2022. The shipping window was **** weeks. I did not receive a follow up email about shipment. I contacted PatioLoving on May 25, 2022 for an update. The customer service representative said they contacted the manufacturer and there was a revised shipping date of June 19, 2022. When I heard nothing further from the company, I inquired again. From that point forward, the company insisted that the packaged had been delivered prior to my inquiry. I confirmed with the building super and property manager, and both confirmed that no package was ever received. The company then stated that due to MY delay in reporting the issue, they could not file a claim, and would not complete a refund. The delay was due to their customer service representative telling me the product would ship in June - proof of communication attached. They offered no information about shipping other than saying "it was delivered". They provided a $39 refund on the warranty and offered to re-sell me the umbrella at a $7.00 discount - this is unacceptable. This is my second purchase with Patio Living and my second complaint - based on the nasty correspondence in their responses, I presume this experience is based on retaliation and I warn anyone from doing business with this company.

  

  Business response

  07/19/2022

  Ben,

  On 6/28/2022, you contacted our Customer Experience team advising that the umbrella was never received, despite the ***** tracking information confirming delivery. *****'s delivery notes indicate, "left in your building's lobby/vestibule." Our claims team suggested contacting your building management for assistance after delivery was confirmed deleted. 

  Our team contacted ***** on 6/29, regarding the claim that the umbrella was not delivered:

  "I apologize for the delayed response. Your shipment with tracking number ************ was delivered on April 14, 2022, at 9:49 AM and was left at the Lobby/Vestibule of the address indicated on the label. Due to the length of time since the package has been delivered, no additional research can be completed."

  On 7/6/2022 our team provided the update:

  "Unfortunately, we cannot file a claim on this order. This is marked as delivered clear by the carrier in early April. We can no longer file a claim, nor can they request information from the driver due to the length of time this has been. We would've needed this to be reported within 10 business days of delivery. We will refund and cancel your warranty as well as have our sales team issue a discount on another umbrella. However, we cannot file a claim due to the length of time between delivery and reporting."

  At this time, we are out of any window to file a claim with the ***** OR the Manufacturer. Our Sales team provided a quote with the best possible pricing for a new order, as this order was confirmed delivered following investigation and was still outside of the window to file a claim with the Manufacturer. 

  Please let us know if you have any questions. 

  

  Business response

  08/03/2022

  Ben,

  Our team notified you 4/5/2022, that your order had shipped and provided the tracking information. See confirmation sent attached. The order was received by ***** 4/8/2022 and delivered 4/14/2022 at 9:49 AM. Per our Terms of Use, shipping dates are only estimates, subject to change. 

  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. All orders in production are subject to restocking fee.

  On 6/28/2022, you contacted our Customer Experience team advising that the umbrella was never received, despite the ***** tracking information confirming delivery. At this time, we are out of any window to file a claim with the ***** OR the Manufacturer. Our Sales team provided a quote with the best possible pricing for a new order, as this order was confirmed delivered following investigation and was still outside of the window to file a claim with the Manufacturer. 

  Customer response

  08/05/2022

   
  Complaint: 17585679
  
  I am rejecting this response because: The delivery window was 12 weeks from March, and notwithstanding Patio living's reply, they never sent any updates regarding order status between March ********************** MAY.   It was not until I contacted customer service in May for an update that any information was conveyed.  My email to customer service in May received a reply on May 25, and I attached proof of this email. In this email, there is proof Patio Living told me the order would not ship until June 19, which did not occur.  Everything that Patio Living has stated in their responses is definitively disproven by the order confirmation I attached and the customer service response I attached. Further, it is ridiculous Patio Living keeps responding that I first raised awareness of this issue on June 28.  The customer service email is marked May 25.   It seems obvious that Patio Living is pasting their generic return policy without investing this matter internally at all.  I also note that no package has ever gone missing in the three years I have lived in this building. There is no question in my mind Patio Living never shipped this package; nothing that Patio Living has said in response challenges this, other than to say it is their policy to send updated approximated ship dates.  Patio Living owes me a refund for failing to deliver their product.   

  
  

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

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a 60in round dining table on July 1st which was a Friday. I called to cancel my order on July 5th which was the next business day and the next day they were open. The representative on the phone confirmed that my order would be canceled and even emailed me alternative tables that would better fit my space. However my order was never cancelled. On July 11th I received an email that my order was ready to be shipped. I promptly called customer service and once again told them about the confusion. They thanked me for letting them know, which I again thought this would be taken care of. However, shortly after I received an email explaining my order cannot be cancelled and they would not be able to refund me. They referenced their 24hr cancellation period.First, I cancelled within 24 business hours. They are unreachable outside of business hours. Even during business hours they are very hard to get a hold of. Furthermore, the shipping confirmation shows it was placed on July 11th.They refuse to refund me any amount, and I have yet to actually receive the item. They also do not state their order cancellation policy until after an order is placed. Given I placed the order online and they were unreachable till July 5th there was no way for me to actually cancel the order before then.Furthermore, the same terms also state I am entitled to a full refund for the purchased item. See terms: https://www.luxedecor.com/customer-service/returns I'm seeking a full refund of the order. The business should take responsibility for failing to cancel the order in the first place or they should follow their return policy and should have never shipped the item to begin with. They had ample time to prevent shipment of the item, even on July 11th when I called for a 2nd time they could have canceled the shipment as the carrier did not pick up the item till 7/14.

  

  Business response

  07/19/2022

  Kirill,

  Thank you for your patience. The delays involved with resolving the issue with your order and any miscommunication are understandably frustrating. We value our customers' feedback. Upon review, our team did submit a cancellation request with the manufacturer 7/5/2022, following your conversation with our representative to cancel your order. The vendor did not respond, and another request was submitted 7/13/2022, after the order had been routed. 

  Our returns team will be processing a full refund using the original method of payment. Please note that while the refund is immediate on our end, it may take 48 to 72 business hours to be reflected by your banking institute. Please let us know if you have any questions. 

  Thank you. 

  Customer response

  07/20/2022

   
  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

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed from their luxe decor company, at the time of purchase and at the time of confirmation of purchase I was told it would ship in 2-3 weeks. I have been checking this daily, and even last night is said 2-3 weeks. As of this morning this has been updated to ***** weeks. They did not notify me nor ask if this was okay. Why in the world would someone wait almost a year for a bed? I want a full refund, immediately with no penalties, due to a change in an agreed contract at time of purchase.

  

  Business response

  07/19/2022

  *********,

  As per your request, we have canceled your order and processed a refund for the balance using the original method of payment on 7/8/2022. Please note that while the refund is immediate on our end, it may take 48 to 72 business hours to be reflected by your banking institute.

  We are so incredibly sorry for the delay with your order.  Many manufacturers are experiencing major unexpected delays due to global supply shortages, port delays, and container delays. 

  
  Quoted by Manufacturers:
  "A lot of our furniture that is handmade and requires a tremendous number of components, so one missing piece can really mess up a whole lot of production."

  
  "Our warehouse is so close to the port that we can pretty much see the containers, but we can't get to them."

  We are sorry your order has been canceled. As a courtesy, we would like to offer you a special promotion valid on almost all of our manufacturers. Please use promo code ORDPROMO4USR during the checkout process to receive 10% off a future order.
  
  We are available Monday through Friday 9am to 5pm CST and on Saturdays 9am to 5pm CST to assist you further. Below is a list of some of the services we offer. Thank you.

  
  Personalized Quotes and Pricing
  Fabric and Finish Samples
  Tear Sheets & Brochures in Digital Format
  Assistance finding products based on your project requirements
  Verification of product availability and estimated delivery times
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made a purchase through LuxeDecor for ***************** item. We started a warranty claim for this item because of a malfunction, Treasure Gardens warranty states that all warranty claims must be handled through LuxeDecor. LuxeDecor has been unsuccessful in the and somewhat uncooperative in the handling of this claim. From the information I have from ***** the returned item never made it back to Treasure Garden for some reason. I can not put a claim in for this package because Treasure Garden sent the call tag to ***** for the pickup. LuxeDecor has been ignoring my calls.

  

  Business response

  07/02/2022

  Hello,

  We are sorry to hear about the frustration you had with trying to get this sorted out. Our team is absolutely working to get this resolved for you. Upon review, it looks like your issue is being addressed with our claims team. Our team is working directly with the manufacturer who shipped the item via ****** While the call tag was created, they are unable to confirm the latest update. We are partnering directly with the manufacturer directly to reach a solution and will continue to communicate any/all updates as they become available.

  Thank you!
  
  

  Customer response

  07/06/2022

   
  Complaint: 17468743
  
  I am rejecting this response because: It has been more than a month since this problem has started and the only updates that i received were all initiated by me and research that I have done. They won't talk to me on the phone and e-mails seem to get all twisted around by the time they respond, they arn't responding to the right problem. Bottom line I still don't have a functioning replacement battery.
  
  Sincerely,
  
  *********************

  

  Business response

  07/19/2022

  ******,

  Thank you for your patience and cooperation.

  We received and email from Treasure Garden 7/12 regarding your warranty claim:

  "We received this battery after all! It has been inspected and it was deemed under warranty so no need to process an order after all!"
  
  On 7/14, we asked them to process a replacement battery AND inspect the battery BEFORE shipping out:
  
  
  "We will inspect it. I have processed T042145 for the replacement order. It should ship in **** days."

  
  The delays involved with ***** and your order are understandably frustrating. We will provide tracking information for the inspected replacement order, as soon as it becomes available. Thank you. 

  Customer response

  07/26/2022

   
  Complaint: 17468743
  
  I am rejecting this response because:This company did nothing to help solve this problem. I knew 2 days after it was picked up from me that there was a problem with the shipping and they would not listen to me ! All they did was wait until FED -X  suddenly found the package. 
  
  Sincerely,
  
  *********************

*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. ↩