ComplaintsforOG Luxe LLC
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Complaint Details
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Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a purse and a wallet from Luxury Nova on 11/29/2021. On 12/6/21 I received only the bag that I ordered which looked different from the bag they had online. They also did not include the wallet I ordered. So I emailed them immediately expressing my concern to which they responded that they do not accept returns and that my wallet would be shipped separately. I was also told that I could ship the bag back but I also needed to pay $40 to get the return address. I opened a dispute with my bank on 12/15 after still not receiving my wallet. The company finally reached out to me on 2/21/22 at 10:34am saying that I should rethink my dispute as they have proof that they sent the bag. I responded at 11:46am with the proof that they sent the wrong bag and never sent the wallet. At 11:57am they responded claiming negligence and responsibility for the poor experience. They sent me a return label to send back the wrong purse and then they would issue a refund. I canceled my dispute with my bank on 2/28/22 and reached out to Luxury Nova for my refund. It took 3 emails to finally hear back from them. ***, the CEO, emailed me back with the following: "The same energy you use to send us emails every other day should be the same energy you use to contact your bank and ask for a refund. Here's the thing you customers don't understand. Once you open a dispute with your bank, they temporarily credit your account AND WITHDRAW the money from the sellers account AUTOMATICALLY. Which means we don't have the money to refund to customers anymore. Either you cancel the dispute or not, we don't have the money. As a matter of fact, we get charged for every dispute a customer opens which is a double loss on our part. After you returned the bag, we submitted the evidence and accepted the dispute be closed. So we DO NOT HAVE YOUR MONEY. Sending us 5 emails a week wont change anything." All I want is my money back.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
1202 DeKalb St
Norristown, PA 19401-3417
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.