ComplaintsforNet Retailers, LLC

• Initial Complaint

  06/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The attached photo is a snapshot of the Net Retailers (also known as Luxe Decor) website. The item selected shows that it will ship in 1-5 business days. I placed the order on May 26, 2022. After two weeks, I phoned Luxe Decor and they said the items would ship on June 22nd. I informed ***** at Luxe Decor that I did not have an issue with the June 22nd ship date but wanted to understand why their website said it would ship in 1-5 business days. She said that is the timeframe given by the supplier. These is an inconsistency to the fact that I reached out to the supplier Paragon Art and they said it normally takes 4-6 weeks for an order to ship. Therefore, the shipping information on the Luxe Decor website is incorrect. This is an issue because I selected this online retailer based on product availability. The next issue I would like for you to look into is Luxe Decor (Net Retailers) charged my credit card $1614.54 for the two items on the date that I placed the order. Is this a fair business practice? I believe I should be charged on the day the items ship and not before. The reason I am saying this is because it is already one month and have not received delivery and have been charged for the items. I would think fair business practice is charge someone not at the time the order is placed but at leastt when it leaves a warehouse and at order placement. Please investigate whether these issues are fair to a consumer and let me know. I feel that these may be unfair business practices. To inform a consumer 1-5 business days and then to charge them on date of order and not date at shipment.

  

  Business response

  06/23/2022

  Hello,

  We do apologize for the delays and inconvenience you have experienced with your order. This season has seen an influx of orders and shortage of supplies. We appreciate your business and apologize for the lead times on your order. We are currently working on having this updated on our website, however, at this time the vendor these items have a 4-week lead time. They are hand painted and take longer to produce. They are built to order. The vendor has confirmed your order is loaded and ready to ship out. We will be providing you with tracking information shortly. Our team remains closely followed up on the status of your order in order to complete delivery. 

  Upon order placement you agreed on the below:

  https://www.luxedecor.com/customer-service/terms
  
  Payment Information

  
  We accept Credit Card, PayPal and Apple Pay payment options. All credit card payments are securely processed via our PCI compliant payment environment utilizing Authorize.Net Payment Gateway. Authorize.Net is a leading provider of Internet Protocol based payment gateway services. Once the order is placed you will receive an email confirmation containing your order number and authorization number, and the details of your order. All orders are charged in full at the time of order placement. If you do not agree to the terms and conditions of Net Retailers, all cancellations MUST be submitted via telephone ************ or Contact Us within 24 hours of the order placement.

  Thank you. 

  Customer response

  06/24/2022

   
  Complaint: 17462166
  
  I am rejecting this response because: the vendor's response does not address neither of my two complaints. Please read the complaint. The response to my complaint indicates to me even further that this company does not have good business practices and consumers should be made aware of it. The response to my complaint appears to be like a standard template reply to anyone that has a delayed order. Net Retailers (Luxe Decor) needs to address the complaints. To repeat and summarize what I complained about: the attachment is a snapshot I provided in my complaint and shows that the item says "Ships within 1 to 5 Business Days". This is a misinformation as the items did not ship within 1 to 5 business days as written on your website. And the vendor indicated when I phoned them that their lead time is longer. This misinformation of the 1-5 business days influenced my decision to purchase the items from Net Retailers (Luxe Decor) and it was incorrect incorrect information. Their website needs to be updated so no one else like me will have the same issue. The second complaint was also not addressed. It was that I was invoiced for the two items on the same day that I placed the order. This is not a standard business practice. Consumers do not normally pay for items that they do not receive. They should be charged for items when they are shipped. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/27/2022

  Hello,

  Our team is currently working on having this updated on our website, however, at the time a request was submitted, the vendor these items have a 4-week lead time. They are hand painted and take longer to produce. They are built to order. The vendor has confirmed your order is loaded and ready to ship out. Tracking information was provided 6/23/2022, delivery was confirmed completed successfully, 6/24/2022. 

  
  In order for orders to enter production and be released by the manufacturer for shipment, payment must be received in full. Upon order placement you agreed on the below:

  
  https://www.luxedecor.com/customer-service/terms
  
  Payment Information
  
  We accept Credit Card, PayPal and Apple Pay payment options. All credit card payments are securely processed via our PCI compliant payment environment utilizing Authorize.Net Payment Gateway. Authorize.Net is a leading provider of Internet Protocol based payment gateway services. Once the order is placed you will receive an email confirmation containing your order number and authorization number, and the details of your order. All orders are charged in full at the time of order placement. If you do not agree to the terms and conditions of Net Retailers, all cancellations MUST be submitted via telephone ************ or Contact Us within 24 hours of the order placement.

   

  Please confirm if you order was not delivered successfully. 

  Thank you.

  Customer response

  06/29/2022

   
  Complaint: 17462166
  
  I am rejecting this response because: the vendors response is contradictory.the response says in the first sentence that it will update their website and at the time the lead time was 4 weeks. If the lead time was 4 weeks at the time then why did the website say 1-5 business days as in the screens hot that I took and had sent with the complaint. The website did not say at the time 4 week lead time. Second, my second complaint is still not addressed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 23rd, 2021 I purchased a ******************************* table from Net Retailers (LuxeDecor). On Feb 23rd, 2022 the table arrived and appeared undamaged with no defects. About a month and a half passed, the table had no use, I found a s**** laying under the table. I did not think anything of the s**** on the floor until I heard a loud "pop". Several days later I realized a metal ring on the table broke free from the finish, and damaged the table. Upon further investigation, looking under the table I noticed a s**** missing, and the table damaged. I live alone, the table had been utilized twice, and sat from shipping until now. I reached out to Net Retailers, they immediately opened a claim with the manufacturer. The manufacturer denied the claim based on natural wear and tear and misuse, I have only had the table for 3 months. Net Retailers offered a $50.00 gift card to replace the s**** and send a furniture medic. The metal ring cannot be moved, nor will a furniture medic be able to fix the damaged table finish. I replied to that email as unacceptable, currently awaiting a response.I tried to dispute the charge with ***** but it does not fall into the 180 day time frame because Net Retailers was unable to ship the table in sufficient time which made any recourse impossible due to a 3 month shipping delay not of my doing. The table was unable to have any use until Feb 28th, 2022 at time of delivery. If the table is defective 60 days after delivery, that means it was poorly manufactured or manufactured with a defect.I want a replacement but the item is not available on Net Retailers site. I will accept a replacement of equal value, of return receive a full refund for the purchase price of the item. This is a major purchase, no one ever expects defective or damaged items to arrive as a result of the manufacturing process but when they do, customer service is priority. That has not been the case in this situation and I have reached out to the BBB for assistance.

  

  Business response

  06/23/2022

  *****,

  We sincerely apologize for the delay and appreciate your patience as well as your partnership on the issue. You alerted us of the issue on 5/26, our claims team filed the claim on 6/2, the vendor advised 6/3 "This item is discontinued and there is no stock." Our team countered back requesting alternative resolutions to correct the issue you had reported. Our claims team has actively requested spec sheets from the vendor to correct the issue with a replacement part. After several failed attempts to retrieve this information, our management team did step in to better help reach a resolution with the vendor. As of yesterday, 6/23, the vendor advised: "I will ask the factory if they can provide a **** of materials with all the s**** and where they attach." 

  As soon as we have the necessary information, we will provide you with next steps to best help address the issue. 

  Thank you. 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered March 4, 2022. Told items would ship in 1-2 weeks.Emailed May 24, 2022 asking for refund due not to hearing anything about our order since placing order March 4, 2022. ***** said once delivered we could return minus shipping. June 2, 202: Items Arrived today and every box is damaged.June 2, 2022: *************** Still refusing to refund our monies to include shipping. Said we needed to open every damaged box to inspect items. Boxes are so damaged that if we open you will not be able to reuse this huge boxes to return items. I asked that the company schedule to have every box picked up for return and our money to include shipping be refunded asap. LuxeDecor is refusing. I have posted on their social media pages. I have filed a dispute with our credit card company.

  

  Business response

  06/06/2022

  Hello,

  We sincerely apologize for the delays associated with your order.  Many manufacturers are experiencing major unexpected delays due to global supply shortages, port delays, and container delays.  We appreciate your business and apologize for the lead times on your order, COVID continues to effect business into this season. You did confirm and agree to our Terms of Use when you selected place order on the checkout page. Within our Terms of Use, you agreed and confirmed the below:

  
  Cancellation Information
  All cancellations must be submitted via Contact Us page within 24 hours of each order placement. If the order is cancelled after 24 hours, we will make our best efforts to cancel the order and will respond to your cancellation request via email. If you purchased an item that is subject to restocking fees and order has already been placed in production or shipped, a restocking fee will apply. Please refer to the item detail page to see if the item you purchased has no restocking fees.

  Since the order could not be cancelled and was delivered to you, without opening the boxes to inspect for damage, this would be treated as a preference return. Also outlined in our Terms of Use:

  Return Policy

   At LuxeDecor, we understand that the purchase of furniture and home decor represents a significant investment, and we strive to ensure the complete satisfaction of all customers. Should a product you purchase from our online shop not match your expectations or needs, LuxeDecor abides by a conditional 30-day return policy and offers a hassle and worry-free shopping experience. As always, while your return is being processed our trained team of sales representatives will be happy to help you shop on our site for alternative furniture and decor options that might better match your personal style preferences. You can return most items for a refund or store credit within 30 days of delivery. 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 full refund.

   

  We would prefer and would like to work with you to get pictures of any damage that took place during transit, in order to file a claim with the carrier that completed delivery. We want to ensure that you are entitled to your full refund, in the event there is damage that took place outside of just the boxes. We sincerely apologize if there was any confusion around any of the semantics to our processes and procedures. Please let us know if you have any questions. 

  Thank you!

   

  Customer response

  06/15/2022

   
  Complaint: 17304429
  
  I am rejecting this response because:

  I have been asking since March to stop this order due to the fact that it stated items would be shipped 1-2 weeks after order received.  1-2 weeks turned into months.  I called every week asking to cancel my order and they said no.  I was told once it was delivered I could refuse and send back.  When items arrived the boxes were damaged and left in carport without notifying me of delivery.  I again called and emailed company to start return and was told I could return minus shipping fees.  I want to return to include a full refund of purchase price and shipping fees due to months of delays in receiving and the fact that the boxes are damaged, so I will not open. 

   

  If you review this company, there are numerous complaints same as mine.  ************ knows the items will not be shipped in 1-2 weeks (clearly stated on their website).
  
  Sincerely,
  
  *******************************

  

  Business response

  06/22/2022

  Hello,

  Our carrier, Metropolitan has been attempting to reach you to schedule pick-up of the items. Once they have completed pick-up at your availability, they will inspect at their warehouse and send photo documentation to us for review. If damage is discovered on the nightstands and bed, a full refund will be issued for the items with carrier damage. Return shipping costs will be deducted for items in pristine condition per our Terms of Use for buyer's remorse returns.

  30-Day Return Policy | LuxeDecor 

  As of yesterday, 6/21, our carrier was unable to reach you. Email correspondence copied below:

  Good afternoon,

  Per our previous correspondence, the carrier will inspect the items at their warehouse and send photo documentation to us. If damage is discovered on the nightstands and a full refund will be issued for the items with carrier damage; return shipping costs will be deducted for items in pristine condition per our terms of use for buyer's remorse returns. Plese confirm which number they should be contacting you at.

  We are still awaiting confirmation of the best contact number so we can proceed with the inspection of the items, at our own cost. If you wish to inspect yourself in order to proceed, please let us know. 

  Thank you!

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9/7/21 I placed an order for a sofa that was stated to be ordered in 1-2 weeks. I paid full price and in advance of $4,546.28. Two weeks later I checked in with them to get an update, after several attempts I was told the order would be back ordered until January. December arrived and I was informed that the fabric was out of stock and now would be delayed until March. I attempted to get in touch with their service team to find a replacement fabric but I did not hear back from LuxeDecor after repeated attempts on Oct 25th, 26th, Nov 8th, Nov 12th. along with other phone calls to them.On Dec 17th, ********************************************************* production and will not be shipped until 4/18. I responded with:"I think after a year, considerable back and forth and very clear promises from your team, including requests of me to go to a store to pick out an alternative fabric, I deserve more than this. Is there someone from the vendor I can speak with? I do not agree to canceling the order."I did not hear back from the company regarding my request to discuss this order. Not agreeing to cancel the order was not accepting the new date - it was to discuss a plan for a different fabric. February 15th, I received an email stating again, 1-2 weeks delivery.Despite this the revised promised date(s) came and went with no communication from the company. It was only May 16th when I heard from the company that the sofa is ready for delivery. Per FTC, revised delivery dates must be disclosed with an option to cancel. This was not provided.I refused delivery when they called and are now charging $1,469.50 in restocking fees.

  

  Business response

  05/26/2022

  We sincerely apologize for the delay to your order and were sorry to hear that our prior attempts to find a solution and discount your order as a courtesy did not help us find a resolution for you. Unfortunately, you did confirm and agree to our Terms of Use when you selected place order on the checkout page. Within our Terms of Use,you agreed and confirmed the below:
  

  Estimated Shipping Dates
  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.

  
  Terms of Use |PatioLiving 
  

  Items marked as special order items are eligible for return within 30 days of shipment date, but will be subject to restocking fees and return shipping charges.
  
  Lexington Ariana ******************* Sofa Couch
  Item # LX75673340
  Ships within 1 to 2 Weeks
  Delivery Type Inside Home Entrance
  Special Order
  
  
  We have included all email correspondences indicating updates provided to you from the manufacturer, attempts to revise the order for faster production, good will discounts for the delay, and offers to cancel the order prior to production at your request. Please see below:
  
  9/28/2021:
  

  Hello,
  Our vendor notified us that your item is on back order due to components needed to complete the production of the order.
  We do sincerely apologize for the major delay, it is estimated to ship from their warehouse in January of 2022 and we are in the process of updating that to reflect that on our website.
  Would you like our sales team to reach out to you to find alternatives that *** ship much sooner?
  Please let us know how you'd like to proceed?
  

  10/4/2021:
  

  Due to delay, we applied a 10% discount to your order as requested for purchasing through us from your Credit Card company.
  

  10/25/2021:
  

  Hello Max,
  The fabric you selected is ******************* and its a grade 3 fabric.
  I would need you to look at their website www.lexington.com for fabric reselections so I can present that to the vendor and get an update on those in stock fabrics you decide to choose from their site.
  Once I have a few reselections from you, then I will be able to relay that to the vendor for an estimated ship date.
  Kind Regards,
  

  10/25/2021- 11/18/2021:
  Daily email correspondence between the manufacturer for any revisions (fabric), to accelerate production time. Provided updates as they were received to provide you with.
  "  All upholstery is running 24 weeks. Unfortunately,the estimated completion date on this order moved out again to 4/18/2022.  "
  

  12/17/2021:
  

  Hello,
  Our vendor notified us that your item is still awaiting production and estimated to ship on 4/18/22.
  There is no way we can expedite this. Please let us know if you would like to proceed with cancellation.
  Kind Regards,
  

  12/23/2021:
  

  Hello,
  That is the last update we received from the vendor that we  responded back to you with.
  Your item is not in production. That is what has been told to us by the vendor.
  Please let us know if you would like to cancel this and we will go ahead and start that process.
  Kind Regards,
  

  1/18/2022:
  Regarding ESD update of 4/18/2022, as we requested:
  "  The below is still accurate as of today.  "
  

  5/19/2022:
  

  Hello,
  After review with management, we can offer you an additional $200 off your order once you receive it upon delivery to you.
  Please let us know how you would like to proceed with our management's offer.
  Kind Regards,

  
  5/19/2022:
  

  Hello Max,
  This was the extent to which we could discount since we'd already provided a prior discount, both at checkout and earlier in the year.
  Normally only one discount can be applied per order, but we made an exception in this case. The delay was on the manufacturers side, so unfortunately any other customers who ordered these units (from us or other providers) have been similarly impacted.
  We're grateful for your patience and excited that it's finally being routed for delivery so you can start enjoying it.
  Kind Regards,

  
  5/23/2022:

  
  Our carrier advised that the customer canceled this order. 
  
  

  5/23/2022:

  
  Dear Max,  
  
  Thank you for contacting LuxeDecor. 
  
  We are following up on your request to return the **************************************** be advised that shipping fees of $242.00 and special order restocking fees of $1,227.50 will be deducted from your refund. Item(s) must in be new & unused condition in its original packaging to receive full credit. 
  
  Once these item(s) have been returned & inspected, your refund will be issued. 
  
  Please respond directly to this email with your approval of the fees and if you would like to proceed with the return process. A follow-up email will be sent with a Return Authorization number & details.
  
  Thanks so much in advance, and have a good night! 
  
  ______________________________________________________________________________________
  

  Please be advised, to guarantee a full refund, cancellation requests must be submitted in the first 24 hours of submitting an order as outlined on Terms of Use. Before proceeding with production, despite the additional delays we communicated, we confirmed whether you still wish to keep your existing order or cancel the order, to guarantee a full refund, prior to production.

  Customer response

  06/06/2022

   
  Complaint: 17250840
  
  I am rejecting this response because:

  Hi, Thank you for the reply. This initially went to spam and I just found the response. Unfortunately, this is not an acceptable reply from the business. 1) they included terms of service from a different website, not the one where I bought the product so this does not apply. 2) regardless of the terms of service, the SEC rules take precedent. This is a topic where they're so clear about it that the SEC actually created visuals and put out several statements to clarify (see below). Based on this SEC rule - they were in violation by not providing proper notice of the delay and therefor cannot charge a restocking or shipping fee. 

   

  

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

  

  Business response

  06/08/2022

  Hello,

  Following up on our previous response outlining our Terms of Cuse and documentation of our correspondence with you since September 2021. We wanted to inform you that your refund request has been submitted to our accounting team. They will be issuing a check in the amount of $2,622.16. Please allow **** business days for the check to reach you. 

  Thank you.

  Customer response

  06/10/2022

   
  Complaint: 17250840
  
  I am rejecting this response because this is not a full refund. For the reasons stated before, it is illegal for you to charge restocking or shipping fees for items delayed beyond the promised date without notifying and receiving confirmation from the customer regarding the prolonged delay. 
  

  Further, any refunds must be made to the original payment method and not by check.

  Please see previously provided SEC.gov language detailing how this is in breach. 

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

  

  Business response

  06/15/2022

  Max,

  Thanks for working with our customer experience team on a solution.We value your partnership and patience. Even though our Terms of Use cover the need to assess fees for any cancellations outside of 24 hours, we understand your frustration and want to work towards a resolution with you directly. We will make an exception to waive the fees associated with your cancellation, following production. We will be proceeding with a full refund. 

  
  Because this was disputed through PayPal and the case was closed in our favor, we will need to process your full refund in the form of a check. We are awaiting confirmation of your shipping information to submit the request to our accounting team to process.

  Thank you. 

• Initial Complaint

  04/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Oder placed on 1/23/22 for a Treasure Garden 10' Cantilever Umbrella and a Base for a total of $1492.48 Products were supposedly shipped and to be received on 4/7/22 between 11AM & 3:00 PM., never showed up !No on called or emailed. Products were purchase and paid for through PatioLiving.com and paid for and per their website, delivery provided through NSD On 4/11 I contacted Patio Living, per c.s was advised that the product was on its way to local terminal & when it arrives there, will notify me. NEVER HAPPRNED.4/12/22 Contacted C.S again and was told that their logistics team is looking into this, and when she hears back, will email me. Later that day received an email: carrier investigating, will take a few days.4/14/22 Never heard back again, I contacted C.S again, and advised her team was still working to get an answer. NEVER GOT AN ANSWER BACK.4/15/22 Contacted C.S again: this rep advised there was a mis-route on the delivery - went in the wrong direction. Her team has contacted NSD (Delivery/Carrier) for location of product currently, and should respond back by end of day. NEVER HAPPENED.4/19/22 I contacted C.S again: this time the rep said appears shipment was lost by the carrier. PatioLiving is still in contact with *********** are doing a complete warehouse sweep of the facility to try & locate. We are following up with them today for an update. Will keep me posted. NEVER HEARD BACK.4/22/22 I contacted C.S again: Rep who advised product with NSD carrier currently, could not help in any way, and I advised her of my frustration, etc. with respect to on-going lies, etc. and not handling of the situation properly, poor service, and asked to speak to a Manager, Advised that someone would call me back in ***** minutes or so. 2 hours later, still no call back. I then re-contacted C.S and the rep advised me the Mgr.'s/Supervisors were in a meeting, there was nothing else she could do. !! Still have not had a call to resolve this issue.

  

  Business response

  04/27/2022

  Hello,

  We are sorry to hear about the frustration you had with trying to get this sorted out. Our Logistics team is absolutely working to get this resolved for you as quickly as possible. After several urgent requests made by our team, NSD confirmed on 4/25, "escalated this to all hands on deck, and are currently reaching out to all parties that are involved with this order." 
  
  After further investigation by NSD, we received an update yesterday, 4/26, "We have located the PRO that this shipment is traveling on and have reached out to the carrier to redivert the freight to the correct terminal. We have marked it as a hot shipment to help get this resolved quicker. I will follow up once I hear back."

  
  As of this morning, 4/27, the tracking number ******** is scheduled to be delivered tomorrow, 4/28, between 6:00 PM- 10:00 PM. Our team remains followed up on the order to ensure this is delivered successfully. 

  
  We sincerely apologize for the delay as well as any miscommunication. We assure you that our team is working as quickly as possible to resolve the issues with completely delivery with the carrier. 

  Customer response

  04/29/2022

   
  Complaint: 17103342
  
  I am rejecting this response because:  I was notified by Patio Living, C.S via email dated 4/27 that my order was supposedly at their hub in *********, **. and delivery was now scheduled to be delivered Thursday 4/28/22 between 6:00PM & 10:00PM. They should also be giving me a 30-minute pre-call while in route. I DID NOT RECEIVE THE DELIVERY NOR DID I GET THE ****CALL, AND WAS HOME ALL DAY & NIGHT. AS of now: 4/29/22 at 9:53 AM, nothing. At this time, I want this delivery today or by the end of day on Sat. 4/30/22. I not received by then, I want a full re-fund. 
  
  Sincerely,
  
  *******************

  

  Business response

  05/23/2022

  Hello,

  We apologize for the delay. Unfortunately, you did confirm and agree to our Terms of Use when you selected place order on the checkout page. This season has seen a influx of orders and shortage of supplies, as well as manpower. We appreciate your business and apologize for the transit times associated with your order, COVID is still effecting business, as well as transit times into this patio season.

  Within our Terms of Use, you agreed and confirmed the below:

  Cancellation Information
  All our products are made to order, and cancellations MUST be submitted via Contact Us page within 24 hours of each order placement. If the order is cancelled after 24 hours and before shipment, 50% of the funds will be retained.

  Terms of Use | PatioLiving 

  5/12, order was refused:
  We received notice that your order was refused due to damage.
  Upon looking at photos of the items, it appears the only damage is to the packaging. 
  Would you like for these to be redelivered?
  If not, I can initiate a return but I would have to deduct the return shipping costs from the refund. 
  Please let me know how you would like to proceed. 

  5/13:

  Unfortunately, according to our terms of service, we are unable to cancel an order once it has already ready to ship.
  At that time, this order had already shipped, therefore was ineligible for cancellation.
  As such, would you like the order to be redelivered or would you like to proceed with a return?

  No further response was received to attempt redelivery, our team has proceeded with a Preference Return. The refund will be issued, once the items are confirmed received by the manufacturer. 

  Thank you. 

  Customer response

  05/24/2022

   
  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.   BUT, also be advised that no deliveries were attempted to be made, 2 times, never showed up and your own people advised package etc. was damaged, no me!! This company is a LIAR!!! Send my credit immediately, and as stated prior to customer service email sent to me, my next step is have an attorney get involved.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 2/17 from LuxeDecor and a charge of $,1346 was applied to my card at that time. Shipping would be in 1-2 weeks. On 3/4 I received an email that the shipping had been pushed out to 4/8 for the chairs and 4/28 for the table. I sent an email to cancel the order. I received an email back on 3/7 that the manufacture had been contacted and the cancelation was underway. I needed the product and purchased it locally. On 3/8 the chairs arrived at my residence. The purchase price of the chairs is $796. I contacted the company for a return and was notified that the return would be $238.80 (30% of purchase price) restocking plus $103.92 shipping. The chairs are a stock item manufactured at Polywood. Their website dedicates a full page to their "30 Day Hassle Free" return policy. Hidden in the policy are 2 significant caviots. 1. Special orders are subject to a return fee. This company does not manufacture product so every single item they sell they categorize as a "special order" even it is a stock item at the manufacture. No where on the site does it state the fee is a whopping 30% of the purchase price. 2. They are allowed to apply this fee for any order that is cancelled outside of their 24 hour cancelation policy. If you read the online reviews this company is notorious for horrendous customer service with zero ordered tracking. In many cases product is delivered months after it ships. The estimated shipping date is fluid and in my case not even close to the actual date. That said at anytime you decide to cancel you order you are subject to their restocking fee. You basically cannot cancel an order regardless of how poorly it is mismanaged. Items that arrive damage and are returned can and are charged a 30% restocking fee as well. I have to wonder if they intentionally delay and manipulate orders with the goal of charging the 30% fee??

  

  Business response

  03/15/2022

  Hello,

  As per your request we have cancelled your TREX OUTDOOR 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 *************************************************************** addition, we scheduled ***** to complete the pickup on 3/14 between the times of 8am-6pm to pick-up the chairs you have requested to return. Once these items have been returned & inspected, your remaining refund will be issued. Thank you. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, On 5/26/2021, I ordered a table from LuxeDecor.com. The table was charged to my Citi Card on 5/26/2021 for the amount of $1,467.27. I can submit the statement. The company never delivered the table. They delayed the table every month. In December I cancelled the order and requested my money returned. They have not returned my money. When I send them emails they keep saying they are investigating where the return is. They also never answer their phone. I think it is a fraudulent company and I am requesting help to receive my money back and report them as a fraudulent company. They also have themselves listed as a member of the BBB, which I am not sure if it is accurate. At one point they requested I send them my checking account information claiming they would deposit the money. Given my history with them, I did not send them this information. Please advise and thank you for your help.In addition, on Monday 2/28/2022, they reported they wired money into my account. This was also inaccurate, they dont even know which bank I use. The bank they reported isnt even my bank and also the confirmation looked as if they made it. I will attach a screen shot of those emails.To date, they have not paid me any of my money back and I have never received a delivery. They keep giving me the run around.

  

  Business response

  03/04/2022

  Hello,

  We sincerely apologize for the delay and any miscommunication you have received. Our Accounting team has been following up on the issue directly with the bank in order to successfully deliver the funds back to you. A member of our team has contacted you today, 3/4, to collect information to successfully wire the funds directly to you. We look forward to hearing from you and greatly appreciate your patience on this matter. 

  Customer response

  03/07/2022

   
  Complaint: 16831831
  
  I am rejecting this response because:I do not feel safe or comfortable giving this company my personal bank information. This is the third time they told me they will mail me a check. I have waited for over three months and have not received a check. I wrote them back and told them please mail me a check since I do not trust them given my history with the company . I have not received a checked yet. I do not anticipate I will. I am requesting this isn't closed until I receive the check, if I do. I have already contacted an attorney. I have over six emails from them over the last four months stating the bank is sending it to me and have never received it yet. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  03/21/2022

  Hello,

  Our accounting team has issued a full refund for you in the form of a check. The transaction number for the check is, ******** 96946666. Please confirm with our team if this has not been received. Our accounting team has been following up with ******** on the status of the check to ensure it is delivered successfully. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Items ordered arrived late. processed a return on their website and they claim they never got it.

  

  Business response

  03/04/2022

  Hello,

  We are sorry to hear about the frustration you had requesting to return your item. Upon thorough review through all of our communication platforms, the last contact prior to yesterday was 12/4 and 12/16, in regards to the status of your order via our LiveChat system. 

  Call log:

  11/10- regarding delivery date
  12/06- delivery update
  12/22-movement/update on order
  12/27- request to cancel the order due to freight delivery delays, no longer cancellable 

  Following call yesterday, 3/3, that the delivery never arrived. We have confirmation from the carrier of a signed POD and picture documentation of the goods delivered to the residence. The return is now ineligible and outside of our 30-day window per our Terms & Conditions, which were approved and agreed upon when the order was placed.

  Return Policy:

  At PatioLiving, we understand that the purchase of furniture and home decor represents a significant investment, and we strive to ensure the complete satisfaction of all customers. Should a product you purchase from our online shop not match your expectations or needs, PatioLiving abides by a conditional 30-day return policy and offers a hassle and worry-free shopping experience.
  As always, while your return is being processed our trained team of sales representatives will be happy to help you shop on our site for alternative furniture and decor options that might better match your personal style preferences.
  You can return most items for a refund or store credit within 30 days of delivery. 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 full refund.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is with PatioLiving.com. I ordered a patio set on 22 July 21 for $5022.81. Order#******. At that point I understood the order would ship in November and I was good with that. The closer it got to the date an update was sent pushing ship date the 6 January 22, rationalizing that production was slow due to COVID. As it got closer to Jan I was notified it of another pushed to late Feb, I believe. Then when I got another push notification of 23 March 22, I called to cancel order. I believed I had been more than patient with the company. The operator was nice in taking my request to cancel and indicated that it would be determined by the manufacturer. However, by the next evening I got a note indicated cancelation would require a 50% restock fee. Along with a disclaimer from their policy noting their 24hr cancelation policy. I called the next day to ask what was ready from the order. The kind lady sent another note asking for s partial shipment of the items ready. Note returned after closing of no products ready to ship. So what would need to be restocked for 50% of my purchase price?? In a couple days got another email pushing shipment to April 1st then just three days later 22 Feb 22 another note indicating shipment pushed to 6 June 22. I called to speak with a Patio Living Manager. Still waiting. I am beyond sick at this point. If I had know that it would take nearly a year or more, I would not have purchased the set from PL. 5k is a lot of money note to receive the products ordered at a reasonable time. Nearly a year is not reasonable. That money would have been drawing interest in my bank. I would like my full purchase amount pack. . The uploads are only captures of what the sent of the first and last emails. The original order and then capture of the date of the latest push.

  

  Business response

  03/03/2022

  Hello,

  
  We apologize for the delay. Unfortunately, you did confirm and agree to our Terms of Use when you selected place order on the checkout page. Within our Terms of Use, you agreed and confirmed the below:

  
  Estimated Shipping Dates
  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 fees.

  
  This information came directly from the manufacturer who did confirm that production was in process following your initial request to cancel: "There would be a 50% restocking fee on the order since part of the order has completed and gone through production. Please advise if you would like to proceed with the cancellation." We are currently communicating with the vendor to see which items can ship separately from those that are delayed. As soon as we have an update, we will be in touch. We appreciate your business and apologize for the lead times on your order, COVID is still effecting business and lead times into this season.

  Customer response

  03/04/2022

   
  Complaint: 16798921
  
  I am rejecting this response because:the same clause that was provided is in opposition to what you are telling me.  Updated ship date, I have ********************************************************************************************************** production. However, days later I get another note pushing the ship date to *****  So what is complete of the project?  What is the manufacturer waiting on to complete the project?  Why are you going against your disclaimer?  
  

  I require more details of why?  When will I really get my furniture??  I have life plans and cant sit here waiting for the

  manufacturer To keep pushing the project which is why I want to cancel but not going to pay 50% on principle as you dont provide the appropriate info to make an informed decision.

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

  

  Business response

  03/07/2022

  Hello,

  Upon review, as of 3/7, you spoke with a member of our management team earlier today. After further explanation and discussion, the order per your request, will remain active. Following your conversation, our team reached out to the manufacturer to confirm your fabric selection, Fife Bark, is still on track to arrive late May. We will continue to monitor the status of your order and provide any updates as soon as they become available to us. We greatly appreciate your time and your business.

  Customer response

  03/08/2022

   
  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

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an outdoor patio table and outdoor chairs in July 2021. I received changes to the order shipping status 9 times over the course of 7 months leading up to Feb. 2022. At this point I had run out of time and needed to purchase furniture ASAP for an event I was hosting. I notified Patio Living that I wanted a full refund since I had not received any of my order and needed to make other arrangements. It was at this point that I was told part but not all of my order was in transit. Part of an outdoor dining set situation does not allow for its purpose. I told them to cancel what was coming and issue me a full refund as that is good and decent business practice. I then received and email stating I would be charged $235.68 for shipping and $678.83 for restocking for items I ordered in July of 2021 and could no longer utilize since it was both a partial order and 7 months late. How can they in good conscience charge a customer who was patient for 7 months over $800 for their failure to deliver in a timely fashion?! I want and deserve a full refund. I never got my items in the time they first promised and I should not be charged when I finally decided I needed a viable solution. My order number is ****** fyi. I am a customer and the fact that they unfortunately lost out on shipping after being so late in delivering is part of running a business I would presume. However, a customer should not take such a financial hit for simply ordering and waiting and then running out of time and needing to make other arrangements.

  

  Business response

  02/28/2022

  Hello,

  We do apologize for your dissatisfaction, but unfortunately as explained by our team, your Windward item for the dining table had already shipped on 1/26. Unfortunately, we can only guarantee cancellations within a 24 hours, as orders go into production with the vendor. Additionally, after an order ships a cancellation is never possible and would then be deemed a return. Unfortunately, you did confirm and agree to our Terms of Use when you selected place order on the checkout page. Within our Terms of Use, you agreed and confirmed the below:

  Estimated Shipping Dates
  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 fees.

  Our team will await your response on how you wish to proceed. Thank you. 

  Customer response

  03/03/2022

   
  Complaint: 16797579
  
  I am rejecting this response because it does not address the issue that the company sent me a change to the shipping date 9 times.  It was only when I finally asked for a refund that the item was supposedly being shipped. Also, this was half the order. I can not seat people with only a table and no chairs. In addition, after this company stole my money I found numerous reviews stating that exactly the same issue has happened to many people so it is my belief they purposely create this situation to steal peoples money. Finally, a restocked fee was never part of any statement I was given when I bought this item. If they cant deliver an item 7 month after it is ordered, why should someone pay a restocking fee. They should actually try to stock items I would think because this is no way to run a business. If you advertise that you have items you should either stock them or know you can get them to a customer within a reasonable time frame. Also, why did I get charged for the items 7 months ago? I should have been charged when my order was being fulfilled. I still demand a full refund. 

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

  

  Business response

  03/21/2022

  Hello,

  Please see below. The Grosfilex part of your order has been refunded in full, we have removed the Grosfillex items off the order to make more sense for your review.
  
  Restocking fees of $678.83 + ****** ship fees for preference return =  $914.51 as preference return for the table which equals the charge total.

  Emailed To: *******************
  
  
  Dear *********,
  The following transaction have been applied to your sales order. Any additional charges or credits are reflected on the statement below:
  Order Receipt
  
  Order Number 319481
  Order Date 7-18-2021
  Order Total $4,208.72
  Order Charged $4,208.72
  Balance $0.00

  
  Payment Details
  
  
  Type Date Transaction Authorization Amount
  Refund 3-9-2022 5272538171597633T 5272538171597633T $1,348.24
  paypal_capture 7-18-2021 33F98063RA346532R 33F98063RA346532R $4,208.72
  Refund 2-22-2022 1H94467601781661S 1H94467601781661S $1,945.97

  This is a special order item, that is made to order.

  Special order was noted on the site at item level, also noted on the sales order confirmation. Per our policy, noted on our site:
  
  Items marked as special order items are eligible for return within 30 days of shipment date, but will be subject to restocking fees and return shipping charges.
  Per our cancelation policy as well
  
  Cancellation Cancellations must be submitted 24 hours after the order being placed. If a cancellation is requested after 24 hours of order placement, we cannot guarantee cancellation and will need to confirm cancellation with the manufacturer. If you purchased an item that is subject to restocking fees and the order has already been confirmed by the manufacturer or has been shipped, restocking fees will apply. A refund will be processed once the order has been confirmed as canceled by the manufacturer.
  In the event a customer wants to cancel due to extended lead times after the order was placed, we cannot guarantee cancellation and will need to confirm cancellation with the manufacturer. If you purchased an item that is subject to restocking fees and the order has already been confirmed by the manufacturer or has been shipped, restocking fees will apply. A refund will be processed once the order has been confirmed as cancelled by the manufacturer.
  
  

  Customer response

  03/22/2022

   
  Complaint: 16797579
  
  I am rejecting this response because this company is unfairly claiming it deserves shipping and restocking fees on items it never shipped.  It was over 7 months late when I called and asked for a full refund.  Also, I reviewed many complaints made regarding this company and have found that this is a very common practice.  It is my opinion that this is a strategy this company employs to make money while spending none and giving no product or service.  The BBB reviews need to reflect this in its rating  across all the companies under net retailers.  People should be warned not to buy from them.  
  
  Sincerely,
  
  *****************************

  

  Business response

  03/25/2022

  Hello,

  This is a special order item that is made to order.
  Special order was noted on the site at item level, also noted on the sales order confirmation.

  Per our policy noted on site:
  
  Items marked as special order items are eligible for return within 30 days of shipment date, but will be subject to restocking fees and return shipping charges.
  Per our cancelation policy as well
  
  Cancellation Cancellations must be submitted 24 hours after the order being placed. If a cancellation is requested after 24 hours of order placement, we cannot guarantee cancellation and will need to confirm cancellation with the manufacturer. If you purchased an item that is subject to restocking fees and the order has already been confirmed by the manufacturer or has been shipped, restocking fees will apply. A refund will be processed once the order has been confirmed as canceled by the manufacturer.
  In the event a customer wants to cancel due to extended lead times after the order was placed, we cannot guarantee cancellation and will need to confirm cancellation with the manufacturer. If you purchased an item that is subject to restocking fees and the order has already been confirmed by the manufacturer or has been shipped, restocking fees will apply. A refund will be processed once the order has been confirmed as cancelled by the manufacturer.

   

  These fees are determined by what the manufacturer is going to charge **, since the order was requested to be cancelled while in transit, following completion of production. 

  Customer response

  03/29/2022

   
  Complaint: 16797579
  
  I am rejecting this response because: I would like the BBB to change the rating so people realize what they will encounter when dealing with this company.  Many people on other review site noted very similar negative experiences with this company but the BBB has a high rating.  The BBB site should reflect this since people highly value what the BBB markets.  Please change your rating so people realize what they will experience: no product being delivered, 9 changes to order delivery and when you need to cancel because so much time has lapsed, charges and policies thrown in your face.  I got no product at all but I did get stress and lost money.  Ridiculous.
  
  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. ↩