ComplaintsforNet Retailers, LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered patio furniture. Before you place the order, you get get a message that says that they will send shipping timeframe shortly. That we have within 24 hours of this email to cancel. I received an email that showed: some items, 1-2 weeks, some 2 weeks, some 2-3 weeks. This timeframe was agreeable to me. So I proceeded with the order. One item arrived damaged. They want to send someone to repair it. But I purchased a brand new unit, not a repaired unit.Some other items - received email that they had shipped and were on truck - shows expected 5 days. I called when they did not arrive. They said another 5 days. I called when they did not arrive again. Now they don't have any idea when they might arrive. Yet they are holding my $7,726.33. I complained. But cannot get any real help or real definitive answers.Then I received an email for my 2nd, smaller order - that should have shipped in 1 week from order - stating they couldn't ship my order until possibly 4/30/24. And then it may go beyond that date; as there is no way to know when. But if I cancel; they will charge me 50% of my order. This is a breech of contract; as I agreed to the timeframe they first supplied. Not months later! So, I need a full refund so I can get my order within a reasonable and agreed upon timeframe. What they are doing is deceptive trade practice, and is illegal!!

  

  Business response

  04/08/2024

  Hi *****,

  First, please let us apologize for the frustration you have experienced. Customer experience is something we take very seriously and we strive to provide excellent service however, whenever possible. Looking into your experience and orders, we do see that we received an update from the vendor for order ****** with the South Sea ******************** 24'' Square End Table. The vendor advised that they did accidentally oversell on the **** end tables and so did not have enough to fulfill your entire order immediately. They advised that enough stock was estimated to arrive mid-April and could be shipped at that time. We understand that delays can be frustrating when an item is anticipated, which is why we do advise in our terms and conditions that lead times are approximate as shipping dates can only be estimated and can change based on product availability. We know this does not mitigate your frustration and so are happy to work with you on this order.

  Taking a look into your order ******, we do see the Sunset West Gravelstone Concrete 41''W Round Fire Pit Table arrived damaged. Our claims team has been working closely with the vendor for their assessment and the vendor is confident that it can be repaired, which is why they issued a repair kit free of charge to do so. We agree with you, though, that a professional should be involved and so we did offer to facilitate a Guardsman technician come out to assess and repair the table, which you agreed to. We are scheduling a technician to come, assess the fire table damage, and repair if possible. As our claims team stated via email, if they are unable to fix the fire table, we will happily issue a replacement for you. We apologize that the remaining South Sea Rattan items on this order have not yet been delivered. Our logistics team has been in constant communication with the carrier on this order as they navigate the shipment in the best possible way to ensure it is delivered as quickly as possible. Unfortunately, this sometimes means that a few extra days may be added to transit, for which we apologize if this is the case. I would like to thank you for speaking with me today. As we discussed on our call going forward, I will be takin over your account. I am working closely with our logistics team to provide you a delivery date for the South Sea Rattan item's that are in transit. As soon as I have that information, I will reach out to you with that update.

  Again, we are truly sorry for any frustrations associated with your orders and experience. We understand the importance of receiving your orders at a timely matter and please know we are working very closely with the vendors and carrier on your behalf. As we receive updates, we will reach out to you and provide you with that information.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an area from this online retailer. I received the rug two days ago and the colors are completely different than what is pictured on the website. The rug has not even been unwrapped all the way and still retains original stickers and bar codes on the packaging. They have a 30 day return policy, yet they are refusing to cooperate with my refund request. I have sent them photos of the rug and compared them to what is pictured on their website, and they have taken no accountability and say that they are not responsible for color variations. Regardless, I am still well within their return policy window even if this was an issue that I didnt feel should be their responsibility. I want to send the rug back for a full refund. I also feel that they should cover the shipping cost as Im returning it due to misleading photos they provided. Its ridiculous that they will not take responsibility for posting photos that are clearly not the actual color of the item. The rug is untouched but useless to me because it doesnt match my furniture. I have a photo but its not letting me upload.

  

  Business response

  02/22/2024

  Greetings,
  I am very sorry for any frustration you have experienced. At Luxe Dcor we take customer satisfaction very seriously and are sorry for any inconvenience. After taking a look at your order that was placed on 2/13/24, I see you ordered the Dalyn ******* Bordered Area Rug with a ESD of 1-4 business days. Your rug was delivered 2/19/24 by ****** On 2/21/24 we received an email from you in regard to your rug. You advised the color of the rug looked different than what is pictured online. At that point we partnered with the vendor, and they advised you did receive the correct rug and that color variation does occur on the website. The vendor ***** is willing to waive the restocking fee and just require that you pay the return shipping fee. However, we do understand the frustration caused by the perceived differences and, as an apology for that frustration, are willing to absorb part of the cost of the shipping, reducing your return shipping cost to $196.47. Please note we do state in our terms and conditions regarding color variation: All our high-quality products come from selected manufacturers from around the world. We are highly committed to your satisfaction and only offer products from well-established and experienced manufacturers. Color of images appearing on the website may not be true to color, depending on the lighting and resolution of the screen or other factors.To physically see the fabric swatches, please follow the link at the item page (Some manufacturers may not apply). Terms of Use |LuxeDecor
  Nevertheless,we are happy to work with you as your return is within our 30-day return window.We thank you for your patience and understanding and look forward to your response. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Luxedecor is a SCAM. BEWARE. I have never left a negative BBB review in my life, but their practices are dishonest, this is not a simple mistake, it's the culture of the company. Had I looked at BBB I would have known better. We ordered a lighting fixture which states the ***** is 17" on the website. The smallest measurement is 17", however, the max ***** is 24" at the largest area, which is what should be advertised. It will not fit in our entrance. We have not hung it, it is in original packaging, I simply wanted a refund to my credit card and to ship it back. I spent an hour on the phone explaining this over and over to 2 different individuals who gave me the run around. The first person is trained to tell people that they have to open up a "case" to return things and have it investigated and someone will be in touch. Really? I don't need to wait days for someone to respond back... just refund and take it back. I need a return label and my credit card refunded. You can't hold people hostage. The first person stated there are no managers to speak with and it would take 2 days for one to call me, but one magically appeared once I said I would call my credit card company to fight the charge due to them not honoring their return policy and having shady business practices. The manager did not process my return, she said she would get back to me after pretending to sympathise. That is unacceptable. Again, you can not hold customers hostage. My credit card company will be handling now since they refuse to practice good business and refuse to honor their 30 day return policy. I am a week into my purchase, so I am not past the 30 days. It is a returnable item. It is in original packaging. It is not my problem that you and the manufacturer listed the measurements wrong...work it out amongst yourself. That should not affect the customer. You are scammers and are trying to figure out how to not honor the policy while you "investigate" simple returns.

  

  Business response

  02/08/2024

  Thank you for reaching out to us.We apologize for any frustration you may have experienced with your return with us. We strive for every experience with us, whether purchase or return, to be smooth and frustration free and always take it very seriously when customers are dissatisfied. Upon review, we do see that you ordered with us on 1/24//2024 for a Savoy House ******** 4- Light Pendant, which shipped on 1/26/2024. You reached out to us on 2/6/2024 letting us know you received a 24 and not a 17light. Our customer service team advised they would file a claim for further investigation of the light received.  You advised you wanted to just return the item and get a full refund. In order for us to do that per our policy listed on our website, 30-Day Return Policy | LuxeDecor we need to work with the vendor normally to let them know the incorrect item was shipped. Once verified by the vendor an incorrect item was shipped and delivered to you, we send out a return label.  Once the vendor has confirmed they have received and inspected the item, we then proceed with a full refund Unfortunately, this process is not immediate as we do need to have the item returned before a refund can we issued, as is common practice amongst retailers. We know that can create some frustration when it comes to situations such as this where you have received the incorrect item. As such, we have made an exception to the process and issued your full refund. We appreciate your understanding. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  LuxeDecor is nothing but a scam company. I ordered my product Nov 2 2023. Today is Jan 15 and still I never received the product but they took my money immediately. They keep lying about the estimated delivery date. All I ordered is a small door mat. Now they claim it is fragile shipment and may take a few more weeks. I wish I read comments about them earlier, they are a known scam company. Shame on them. I have asked them for a refund of $43 dollars and they refuse. Worst online retailer ever! Buyers beware!

  

  Business response

  01/17/2024

  Greetings ****, I want to apologize for any frustrations you have experienced with your order. We strive for every experience with us to be smooth and frustration free and always take it very seriously when customers are dissatisfied. Upon review, I see you reached out to us to try and cancel your order however ******* advised it was too late since tracking information had already been assigned with the carrier **** As per our T and C's at the time the order is placed, an email with order confirmation is sent, which includes the approximate lead time for the order. Please be aware, shipping dates are only estimated and can change based on product availability. Once the order is accepted by the manufacturer, we will send you an updated approximated ship date if its different from the original date that was communicated during order confirmation. After you receive the updated ship date, you will have 24 hours to make changes/cancellations to your order via Contact Us link or phone call. If the order is not canceled, we will proceed with the production of the order. Even though your order was outside the window for cancellation, we understand the frustrations you have experienced therefore I have waived all fee's and provided you with a one-time exception and a full refund. You will receive an email receipt and the refund should reflect in your account within ***** hours. Again, we thank you for you patience and understanding in this matter.

  Customer response

  01/18/2024

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

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered one chair from PatioLiving.com on Sept. 8 to see if it would go with my new dining table.Before placing the order I called & inquired about the return policy since there was a possibility I would be returning the chair. I was told a shipping fee of $100 and a restocking fee (which was $116.70) would apply if returned. I was also told if I ordered the chair as is without a cushion preference its not a custom order and that I should do that because I can always order cushions if keep the chair. So I did that. It arrived on Oct. 20. I initiated the return that day because the chair didnt work. I have been trying ever since then to get a return processed. The companys responses have been: if you keep it well give you $80 back, or donate & well refund you minus the original shipping cost and minus the restocking fee (even though theres nothing to restock if its donated). This requires me to find a charitable organization, transport the chair, get a *************** it back to the company. (Time spent & more inconvenience on my part.) I told them I just wanted a refund at which point they changed their conditions, totally in bad faith, and slapped an additional $365.93 shipping on top of the $100 shipping, which along with the restocking fee is more than the chair cost. Theyre making it impossible to return the chair.I want them to come get the chair asap and issue me my refund minus the $100 shipping & $116.70 restocking fee, as per the original terms of our agreement. Email correspondence is attached. Please assist. Thank you.

  

  Business response

  12/29/2023

  Hello ******,

  Thank you for reaching out to us. We apologize for any frustration you may have experienced with your return with us. We strive for every experience with us, whether purchase or return, to be smooth and frustration free and always take it very seriously when customers are dissatisfied. Upon review, we do see that you ordered with us on 9/8/23 for a single, no cushion chair, which shipped on 10/9/23. As you stated, after it was delivered, you reached out to us on 10/20/23 letting us know it did not work with your table and requesting information on how to return it. At that time, our Claims & Returns team did advise that return shipping costs would be the responsibility of the customer as well as any applicable restock fees and any original shipping fee charged. You advised you would like to proceed and inquired as to the exact costs, which we let you know we had reached out to the vendor for. (see screenshot 1 and screenshot 2 attached)
  
  We received a response from the vendor on 10/25/23 advising of the *** as well as a carrier quote for the return shipping costs. The return shipping costs actually totaled $356.93 (see screenshot 3).
  
  When compiling your final return assessment, the claims & returns specialist working on your order noticed that the return fees (shipping & restock) would actually exceed what you had paid on the original order by $93.71. He escalated your return for review by management to determine the best course of action. After review and discussion with management, the determination was made to have you donate the item rather than return and only pay to cover the baseline cost of the chair that we must pay to the manufacturer ($116.70) as well as the original $100 shipping fee charged. In this way, we could still issue a refund to you, versus not being able to refund anything and actually incur a further charge. (Please note that the actual cost of shipping on the initial order was actually $242.82 and we only charged you $100, in light of the cost of the chair vs. the cost of the shipping so we did already compromise on the initial order for shipping costs). We also offered you the option of keeping the chair at a discount, us essentially issuing you an $80 refund to keep it. (see screenshot 4)
  
  On 11/3, we do see you called in to check the status of your return then stated you did receive an email and you would reply back with your decision later that day. We did not receive a reply from you on 11/3. We followed up repeatedly throughout November (11/7, 11/14, 11/21) for your decision but did not receive a response from you until 12/4. On 12/4 you responded that you were unable to find a charitable organization to take the chair and that you did not have the space to keep it. You said you wanted to proceed with return of the chair. We apologize if it was unclear prior to this that the fees would be different to return completely rather than donate or retain. At this point, our specialist advised of the difference in fees due to the addition of the return shipping cost. We did not change our policy but rather, if you had been able to donate the chair, you would not be charged a return shipping cost whereas, should you proceed with returning the item, return shipping costs would apply. At that time our specialist also advised the best outcome for you would be to take the donation option and recommended several options. (see screenshot 5)
  
  We apologize if at any time the explanation of your options was unclear or confusing. That being said, our return policy was communicated on site in good faith prior to purchase as well as at the start of your return process via email. We did not deviate from that policy at any time and, indeed,went out of our way to offer a variety of options to provide you with the highest refund amount possible. We are still committed to providing that for you while also alleviating any frustrations you have. We would be happy to work with you further towards that goal and either provide a partial refund to keep as discussed or partial refund to donate as discussed. Our specialist sent the most recent email requesting your decision on 12/27/23. Please respond to that email or to this response and we will be happy to assist as quickly as possible!

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** chair from this company on October 5th of this year. It arrived around November 9. The chair was disassembled and had four back legs (no front legs). We emailed Luxedecor. Now we are having to wait around for the vendor to respond and send the front legs. We are being punished by their error. This was a very expensive chair and the error is completely on this company because the package wasn't checked before shipping it to us. Just a terrible experience and completely mishandled by this company. I would speak to management but I wish anyone luck trying to do that. Where has customer service gone?

  

  Business response

  11/21/2023

  Greetings *************** We are very sorry for the dissatisfaction you have experienced with your claim. You emailed us on 11/9/23 advising you are missing front legs for your chair. Unfortunately, we received your email at 6:38pm CT, which is after business close. When we reviewed your email on 11/10/23, we immediately reached out to the manufacturer, ****** Furniture, to inform them of the error and to request the missing front legs. When a claim is submitted to a manufacturer, it does have to wait in queue and go through a review process to be either approved or denied. This usually takes anywhere from 3-7 days. Luckily, this was not the case with your claim! On 11/13/23, the manufacturer informed us they had reviewed the claim, approved it, and had ordered the replacement legs for your chair. They provided an estimated ship date of the following week, that of 11/20/23. As soon as we have tracking information, we will email you with all the details as to your replacement legs. We know that errors in shipping are disappointing and that the time frame for claims to be reviewed and resolved can be frustrating but please know that we have and are doing everything we can to resolve your situation as quickly and accurately as possible. We appreciate your understanding.

  Customer response

  11/24/2023

   
  Complaint: 20882325
  
  I am rejecting this response because: We are still waiting on the chair legs, LuxeDecor has shifted all the blame on ****** Furniture. This has been going on since the 10th of November.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/30/2023

  Greetings *************** We are very sorry for the dissatisfaction you have experienced with your claim. The vendor responded 11/28 Tuesday morning at 7:18 am with the tracking number for your missing chair legs. This was shipped with **** tracking number 1ZX250170359103464. The replacement legs were delivered 11/29/23 at 11:02am.  Again, we know that errors in shipping are disappointing and that the time frame for claims to be reviewed and resolved can be frustrating but please know that we worked diligently to resolve the issue as soon as we could. We appreciate your understanding. 

  Customer response

  12/01/2023

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

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They have still not issued the refund check that was promised. I first reached out to them in June.

  

  Business response

  08/08/2023

  ******, the refund check was issued and mailed on 7/28/23. Please allow **** business days for it to arrive to you. Thank you for your understanding. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # ****** I have gone round and round with customer service in ***** whom I cannot understand. Trying to return the above rug,Customer service sent label but cannot understand I need a pickup scheduled also as the tracking numbers are too small to read.i want a full and complete refund and free return shipping for this nightmare and headache.I was getting ready to furnish entire home, but due to this horrendous service I will shop elsewhere.I am returning this rug because it is polyester

  

  Business response

  08/04/2023

  Greetings, I'm following up on your recent experience with us. We are sorry that you experienced frustration and we did not meet your expectations. On 7/7/23 you contacted us via Livechat to set up a return for your rug. Our returns team worked with you to set up the return of your rug. On 7/11/23 we emailed you the label for the return of your item. You advised that same day you do not have a vehicle large enough to drop off the rug. On 7/24/23 we received a call from you stating that you could not print out the label since you do not have a printer. We asked if you could visit your local library or office store to print that out. On 8/4/23 I called you and spoke with you to let you know as a courtesy our returns team is currently working with ***** to schedule the pickup for you, something normally not within our service parameters. We understand, though, that scheduling can sometimes be difficult and were happy to make this accommodation for you. As we discussed, as long as you are still able to print the labels, we are able to assist with the return. We hope that this assistance meets your expectations, and we appreciate your understanding. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Despite saying they would issue my refund check, they have not yet done so. They are not responsive to my email queries. They have not explained why the check has not been sent.

  

  Business response

  07/28/2023

  On 7/13 the attempt was made to refund to the original form of payment, which is when our system alerted us that the refund could not be complete and would need to be issued as a check. As such, a request was then submitted by the claims & returns rep for a check refund to be issued. Unfortunately, the request was submitted incorrectly and so was not processed by our accounting team. Now that we are aware of the error, it has been corrected and a check is being issued today 7/28/23 to be sent to you immediately. We profusely apologize for the error and for any frustrations the delay has caused. We thank you for your patience as we resolve the matter for you

• Initial Complaint

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company has been unresponsive to my complaint about deteriorating chairs, have played "email tag" for over a month. Now they say a refund is forthcoming, but they are putting a paper check in the US mail rather than crediting my credit card. This does not pass the sniff test, and I suspect a scam. The amount in question is over $600.

  

  Business response

  07/18/2023

  ******, I apologize for any frustrations associated with your order. On 3/29/2022 you placed your order with us, and the warranty claim was filed on 6/10/2023 due to peeling and bubbling of the finish on the chairs. Manufacturer reviewed the warranty and approved for a refund for the two defective chairs. Due to the age of the order, we were unable to refund to the original form of payment. For your protection, our system only retains payment information for 6 months. Any orders requiring refund outside of that time frame must be refunded via check. Our accounting team is currently issuing the check. Please note that the check will arrive to you within **** business days. Again, we appreciate your patience and understanding.

  Customer response

  07/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do have concerns with them actually doing what they say they will do, as their email pattern this whole month has been to delay/put off resolution. "The check is in the mail" is a classic line.
  
  Sincerely,
  
  *****************************

*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. ↩