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Home Accessories

London Luxury

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for London Luxury's headquarters and its corporate-owned locations. To view all corporate locations, see

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London Luxury has 2 locations, listed below.

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    Customer Complaints Summary

    • 67 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a ********** blanket and they carry a 5 year warranty. I reached out to luxury London multiple times for a replacement . After the initial response the company never responds. They will ask you to send proof of receipt and pictures and never reply . I sent 11 emails to the company beginning in 10/2022 and still have yet to receive response for my warranty .

      Customer Answer

      Date: 04/03/2025

      Better Business Bureau:

      At this time, I have not been contacted by London Luxury regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a ********** heated blanket in December 2022 from Bed Bath and Beyond. It no longer works. The product was only used for a few winter months. There is a five year warranty on the product. I have my original receipt, manual and packaging stating 5-year warranty. Their email kicks my messages back, their customer service phone number is no longer in service, and the contact me on their website does not send messages. The blanket is a full/twin that I paid $52.00 for. I am looking for a refund or replacement, but I cannot even get in touch with the company.

    • Initial Complaint

      Date:03/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid over $100 for Therapedic Zero Flat Side Sleeper pillows and they have indeed gone flat, and not lived up to the quality expensive pillows should have. I tried to contact London Luxury for a warranty - I have my original package and packing slip, both say that I have a 2 year warranty - but their email kicks my messages back, their phone numbers for customer service are out of order and the "contact me" on their website does not send messages. I am looking for a refund or a replacement, but cannot even get in touch with the company.I can send pictures of any of the items, the packages, the packing slips, etc if needed.

      Customer Answer

      Date: 04/20/2024

      Better Business Bureau:

      At this time, I have not been contacted by London Luxury regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:01/24/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased two heating throw blankets as gifts for my parents last nov 2023 its now Jan **** and one of them has quit working Ive tried several different phone numbers and all are disconnected

    • Initial Complaint

      Date:12/18/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 2 heated throw blankets from Bed Bath and Beyond on 11/22/2022. They stopped working in the fall of 2023. I looked at the warranty information and emailed London Luxury in early December of 2023 with no response. I also attempted to contact London Luxury via 4 different phone numbers, which were out of service. According to the manual for the product there is a 5 year warranty period. I would like to get the blankets up and running again. Any help would be appreciated.

      Customer Answer

      Date: 01/13/2024

      Better Business Bureau:

      At this time, I have not been contacted by London Luxury regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:11/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Brookstone King **** ************* Blanket purchased 12/22/2022 from a third party website, ****************** Blanket was manufactured by LondonLux. Blanket controllers no long work. Don't know if it's the blanket or the controllers. Called the number on the warranty and its a scam with ************** male & female attempting to get your credit or debit card numbers to send you a gift card for $100 for the activation fee of $2.99. Called 3 times and they give you fictitious names, ***, *********** When you refuse they hang up on you.

      Customer Answer

      Date: 12/23/2023

      Better Business Bureau:

      At this time, I have not been contacted by London Luxury regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:11/13/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The item is a heated throw blanket that was supposed to be made by **********. Apparently Brookstone is just the name on the packaging. It is marketed by London Luxury. I purchased it though Bed Bath and Betond on November 28,2020 and processed was on December 9th, 2020. Unfortunately, the controls are no longer functioning, and its supposedly under a 5 year warranty. I initially reached out per the packaging and the email does not exist and the number I called told me they do not do warrantys anymore for brookstone and directed me to call them. Called Brookstone and they told me London Liux is responsible. Called London lux back only to be redirected to Bed Bath and Beyond who is now owned by overstock who then transferred me to the old bed bath and beyond in which there was no options for warranty but only a bankruptcy notification. 2 hours of my life wasted for a blanked that apparently I over paid for. Dont claim a product has a 5 year manufacturer's warranty if your going to give someone the run around and its not ok to claim its Brookstone. I paid the vendor $76.31 which included shipping and tax. The item itself was $71.00. London luck refuses to honor/own the warranty "Brookstone" n-a-p Heated blanket Model number z010bkst3025.

    • Initial Complaint

      Date:10/30/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received an electric blanket as a gift. It is labelled Brookstone, but LondonLux is the contact on the warranty. No one answers the phone listed here, the phone listed on the warranty, or the email listed on the warranty. The blanket has a 5 year warranty and it is not working. I see many bbb complaints also related to the same blanket model. Why won't the business answer customers. What is a valid contact number?

      Customer Answer

      Date: 11/23/2023

      Better Business Bureau:

      At this time, I have not been contacted by London Luxury regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a queen size Brookstone heated mattress pad with dual controls from Bed Bath and Beyond. The right controller is not working and I have troubleshooted. My store is no longer in business therefore I can not exchange. I really love this product and it is the second one I bought but this one is less than a year old and I am just wanted to exchange or get another controller sent to me. Bed Bath and Beyond is no help to be and apparently the Brookstone store is owned by London Luxury LLC is no longer in business. I do not know were to turn for help. This product was supposed to be warranted for 5 years. Please help.

      Customer Answer

      Date: 11/13/2023

      Better Business Bureau:

      At this time, I have not been contacted by London Luxury regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 2 heated throw blankets from ****** on 9/14/20. They stopped working in the fall of 2022. I looked at the warranty information and emailed London Luxury in early December of 2022. I got a response asking for more documentation and giving me a ticket number of ***** for my claim. I emailed them back 1 week later with all of the requested documentation, pictures and receipts. I never heard anything back. I emailed them SEVERAL times more to follow up and have heard nothing. I am still within the 5 year warranty period.

      Customer Answer

      Date: 11/07/2023

      Better Business Bureau:

      At this time, I have not been contacted by London Luxury regarding complaint ID ********.

      Sincerely,

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

    London Luxury is NOT a BBB Accredited Business.

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