Business ProfileforLux Noire

According to information in BBB files, this business is no longer in business.

In March 2018, BBB attempted to contact Lux Noire (luxnoire.com), an online clothing retailer, after receiving a high volume of complaints and inquiries in a twelve-month period.  Since February 2017, BBB has received 18 consumer complaints and recorded almost 1,200 visits to the firm’s BBB Business Profile, which currently reflects an “F” rating.  Complaints have been filed by consumers from eight states, two Canadian provinces, and the United Kingdom.  Information received by BBB indicates that Lux Noire markets clothing via its website and social media channels including Facebook® & Instagram®, and fulfills orders via drop shipments from an overseas supplier (or suppliers).

BBB files indicate a pattern of complaints regarding failure to fulfill orders in a timely manner, dissatisfaction with the quality of merchandise, and failure to communicate regarding returns and/or refunds.  While Lux Noire has responded to 15 complaints received to date (March 27, 2018) with offers of refunds or expedited delivery, BBB is concerned that the underlying causes of this pattern have not been addressed.  BBB asked Lux Noire to voluntarily cooperate in eliminating the pattern of complaints by providing a written response outlining at least three specific steps it would implement in order to avoid similar complaints in the future. 

In addition to requesting cooperation from Lux Noire in resolving its complaint issues and the underlying causes, BBB requested general information including: copies of all shipping & refund policies; the names & full contact information of the business’ principal officers & responsible management; a copy of its filing with the Commonwealth of Virginia State Corporation Commission; a copy of its local (city or county) business license; the physical address of its principal office and/or domestic headquarters; and a completed BBB Standard Business Questionnaire.

On March 19, 2018, Mr. Zachary M. Norris, a Lux Noire representative, replied to BBB by email stating, in part:
Thank for reaching out to us regarding our stance with the BBB.  We are an online drop-shipping store that does hundreds of orders a day.  We offer free worldwide shipping and accept returns.  We have a UPS box that is checked multiple times a week.  We also have a dedicated customer service team, using Facebook messenger and Email, that will refund basically any order that does not reach its destination or is not to the customers [sic] satisfaction.  Being a relatively new drop shipping business, we have delt [sic] with some manufacturing issues as well as long holidays such as the Chinese New Year.

Mr. Norris’ response did not include any of the information requested by BBB, nor did BBB receive specific information regarding how Lux Noire intends to address the underlying causes of its complaints. 

Registry information shows that Lux Noire’s website originates from a private domain provider in Panama.  BBB has been unable to connect Lux Noire or luxnoire.com to any corporation filing in the Commonwealth of Virginia nor any corporate entity in the United States.  The only address provided by the website is a UPS store in Richmond, Virginia; however, the website does not specify the firm’s box number at the UPS location.

BBB has strong concerns about Lux Noire’s business practices: specifically, its failure to address the underlying causes of its complaints and its lack of transparency about its physical location, management and/or ownership, and corporate information.  BBB urges consumers to use extreme caution before making purchases or sharing information with any online retailer with origins than cannot be verified.