Complaints

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.

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My daughter just moved to ************************** Apartments located at *********************************************************. She moved from Virginia and left some items behind due to not fitting in her car. My mother whom she was living with, mailed 8- 9 packages. She also has a Bridesmaid dress mailed to her for a wedding she is in next month and I sent her a package for Valentines Day. 6 packages when tracked have delivered to the Luxer One locker at this location. A couple are missing and I have a feeling they have and not releasing to her. She has been given codes that only work once and the locker doors are jammed. She was told by the Luxer One customer service when she called that she needs to submit maintenance request to her apartment office. Except the apartment complex would not do maintenance on the lockers. This service would take several days and ****************** will only hold her packages for 7 days. We have been through this twice with this Luxer One since January 2023, when she moved in. Please take action as they have a lack of care and concern for peoples personal belongings being sent to them and the money spent to do it. Thank you.

  Business Response

  Date: 02/28/2023

  Hello, 

  We are so sorry you have experienced a jammed locker. I have looked into your delivery with the tracking information you provided and verified that deliveries were made to your property in the oversized locker #**. It looks like the carrier may have delivered the packages without scanning them into our system, therefore not sending you an access code. I see that our customer service team provided a code to the XL locker but it would not successfully open when your daughter tried to access the locker on her own. This is an anomaly and should not have happened and we apologize for any stress or inconvenience this may have caused. We have reached out to the onsite property management for assistance on this project and, after reviewing the video footage of this locker, can confirm that the property management has successfully retrieved these items for you from the locker. You should be able to now collect the packages from the property management's office. 
  
  
  Please reach out if this is not the case and/ or further assistance is needed and I will look into it asap.

   

  Thank you again for contacting Luxer One. 

  Customer Answer

  Date: 03/03/2023

  I am rejecting this response because: Luxer One has still not found one package or is holding it to claim as it was insured package. I feel since they claim unclaimed packages and keep items that they have done this to the missing package. I am still disputing with the company to find the missing package. Thank you
  

  Business Response

  Date: 03/21/2023

  Hello, 

   

  This complaint was taken care of on March 6 2023. The daughter of this consumer was able to retrieve her package while on the phone with one of our customer support representatives. We never placed the package on a hold the locker door had misfired. Our representative was able to remotely open the locker and the daughter retrieved her package. We have attached photos of this encounter here. We hope this is evidence enough to close this request. 

   

  Thank you, 

   

  Luxer One

  Customer Answer

  Date: 03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.