ComplaintsforLondon Luxury
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
04/20/2024
Better Business Bureau:
At this time, I have not been contacted by London Luxury regarding complaint ID ********.
Sincerely,
*******************************Initial Complaint
01/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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 disconnectedInitial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
01/13/2024
Better Business Bureau:
At this time, I have not been contacted by London Luxury regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
11/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
12/23/2023
Better Business Bureau:
At this time, I have not been contacted by London Luxury regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
11/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
10/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
11/23/2023
Better Business Bureau:
At this time, I have not been contacted by London Luxury regarding complaint ID ********.
Sincerely,
***********************************Initial Complaint
10/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
11/13/2023
Better Business Bureau:
At this time, I have not been contacted by London Luxury regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
10/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
11/07/2023
Better Business Bureau:
At this time, I have not been contacted by London Luxury regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
09/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 a vendor on Mercari. It was brand new in original packaging. It does not turn on. The vendor would not accept responsibility for it. It has a 5 year manufacturer's warranty. I purchased the item on July 8, 2023. I paid the vendor $35.42 which included shipping and tax. The item itself was $23.00. This is the second time I purchased one of these blankets only to have it stop working. I cannot get in touch with anyone at London Luxury. the phone number does not work, the emails go unanswered and I am frustrated beyond belief. The order number from Mercari was ************. The vendor will not return my attempts to contact him/her. I am stuck with a second non-working "Brookstone" n-a-p Heated Throw, Model number ********.Customer response
10/15/2023
Better Business Bureau:
At this time, I have not been contacted by London Luxury regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
09/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 2/12/2022 we bought a Brookstone 24" airbed from Bed Bath and Beyond in ********, **. for $272.49. It came with a 3 year warranty from London Luxury in **. The airbed was only used 3 times during our daughters visit from ** when it developed a leak when she stayed with us last month.Both Bed Bath and Beyond and London Luxury appear to be out of business.Do we have any recourse in this situation?Customer response
10/13/2023
Better Business Bureau:
At this time, I have not been contacted by London Luxury regarding complaint ID ********.
Sincerely,
*********************************
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Customer Complaints Summary
72 total complaints in the last 3 years.
14 complaints closed in the last 12 months.