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:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  i have a letter from Astrid ********** in ******** that due to medical reasons, all my deliveries should go directly to my apartment. luxer one is refusing to remove my name from their system and they also put a note to all delivery personal to take my packages to the sorting center . now i am not receiving my deliveries luxerone is tampering with my deliveries of medical supplies and other important deliveries. i am not getting my deliveries because of luxerone. i need them to remove my name from their system. i called and emailing them several times in the last several months and spoke with the manager on duty today around 2m Aug 27th 2024 her name is *****. she refused to help remedy this issue.

  Business Response

  Date: 10/03/2024

  Hello Mrs ****************** style="font-size: 0.875rem;">We are sorry to hear you are experiencing delivery issues with your complex's Luxer One System. Our goal is always to make package pick-up safe, secure, and seamless for all residents and we are sorry to hear this has not been your experience. We escalated your request and you have been removed from the resident list for The ******* Carriers will not be able to locate her in the system to make deliveries. Occasionally, carriers will deliver unlisted resident packages to the office account. This account has to be lsited in the system for your front office and cannot be disabled. If this does happen and they deliver under the Office Account (House Account) we encourage you to speak directly to the carrier and work with your property manager for assistance in obtaining the package.

   

  Thank you for your feedback. 

  Luxer One

  Customer Answer

  Date: 10/04/2024

  I am rejecting this response because:

  1) the management office is not doing anything to help me in this matter and they said to contact you Luxor

  2) I have contacted the delivery companies such as *** and ***** and ******, but the drivers are different each time and there are so many delivery companies and they use 3rd parties companies for example ****** uses several 3rd parties companies.  I have a account with *** and ***** and ****** where I placed a note on my account and I filed a case with BBB and contact each company main office.  but they all say they see the notes on Luxor system that my name is there and they leave the packages there or when they read the note stating that packages should go to delivery company station they take my package and I do not get my items.  I need to be able to receive my items to my apart door on 3rd floor in the south building and Luxor is hinder that for me.

  
  

  Business Response

  Date: 10/14/2024

  Hello, 

  We are sorry to hear that you are still experiencing issues regarding your deliveries. As you can see in the attached images you have been removed from the list of available residents in the locker system since October 1, 2024. When carriers arrive they will not be able to locate you in the system and will have to deliver to the door. This solution has been in place now for a few weeks and you should not still be experiencing holds on your packages as your contact is not searchable in the system at all. Carriers may ask the staff at your location what to do with your packages for clarity, at that time the staff at the ****** would be responsible for instructing the carrier to deliver to the door. 

   

  We hope this solution is working for you at this time. If you are still experiencing issues with carriers we encourage you to work with your property staff for a more custom solution. We are here to assist in any additional way we can to help get you your packages safely and securely, however additional customization beyond deletion from the system would have to be communicated via The ******'s property management. 

  Thank you,

  Luxer One

  Customer Answer

  Date: 11/19/2024

  I am rejecting this response because: on the computer screen it states that delivery should not delivery to my apt and take back the packages.
  

  Business Response

  Date: 11/21/2024

  Hello,

  
  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused by our initial solution.

  
  After thoroughly reviewing your account, we identified that while we had removed your information on our end, an automatic integration with your property management system was re-adding your details to our database daily. To resolve this, weve taken steps to permanently remove your contact from both the integration and our system. Going forward, your information should no longer appear when searched.

  
  We truly hope this solution meets your expectations and resolves your concerns. Should you encounter any further issues or have additional questions, please dont hesitate to reach out to us. Were here to help.

  
  Thank you again for your patience, and we wish you all the best.

  
  Sincerely,

  Luxer One

  Customer Answer

  Date: 12/13/2024

  I am rejecting this response because: This issue is still not resolved.
  

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Hi, this is the 3rd time that my package has been stolen. I have reached out to Luxer, **** and Fashion nova. Neither party has been supportive and finding my package or at least issuing me a refund for the missing package.

  Business Response

  Date: 08/05/2024

  Hello,

   

  Thank you for reaching out and sharing your concerns. Im truly sorry to hear about the repeated issues with your packages.
  
  Unfortunately, we are unable to provide reimbursement for missing packages as we do not manage their delivery or handling. Our role is limited to managing the notification process for packages that are properly scanned in. We recommend continuing to follow up with the property management, **** and the shipper for support and a potential resolution.
  
  We understand how frustrating this situation is and offer our sincere apologies. While the package room is designed to be secure, it is not entirely theft-proof. Like a postal mailbox, determined individuals may find a way to take items. If the package seems to have been removed by someone else and is not found, we suggest filing a police report with local law enforcement, as stealing mail or packages is a prosecutable offense.
  
  To clarify, the Package Room at District at *********** is owned, operated, and maintained by the property management. Luxer One is responsible for installation, initial setup, and access control. While we monitor access and send notifications for scanned deliveries, we do not employ personnel to make deliveries or manage the room itself. Luxer One helps control access to the locker system and offers camera monitoring services to add an extra level of security for delivered items. However, Luxer One does not hold liability or responsibility for packages delivered to or removed from the room.

  ****************************************************** These terms and conditions specifically state "LUXER is not responsible for, nor does LUXER retain any ownership in, any packages ordered by you to be delivered to your (package room/ locker system). The purchase, payment, warranty, guaranty, delivery, maintenance, and all other matters concerning the merchandise, services, or information ordered or received from such businesses are covered by their customer agreement and policies and solely between you and such businesses.
  
  We recommend contacting the merchant or sender to inform them that the package did not reach the intended recipient. They should be able to replace the package and recover costs through shipping insurance. If you have any questions, please reach out so we can assist you further.
  

  Our Kindest Regards, 

  Luxer One

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I'm My apartment complex we have our regular mail and luxer one lockers, their system ask For an account to be created however in the system My apartment complex dont show My property therefore no accounts could be created I reached out and was told that a email follow up would be sent to be one that is fixed which i'm still waiting for it now I received a package today and was delivered to one of their lockers despite the fact that Tere is no account created yet I reached out to luxer one and they say to create an account I explained the whole issue and ask For help since i'm still waiting for a resolution and they just Say they Will keep My package untill they have an account For me how is this the right process to keep someone's packages just because ? I spent $300 on this order just for someone to tell me they Will keep My things from me ? I believe is completelly unfair from their end they should not be receiving packages if no accounts is on their system order ID ****************** under ***********************, please help me it's not $5 what I spent on My order just for them to keep My things from me

  Business Response

  Date: 03/19/2024

  Hello!

  **************** contacted us regarding a package delivered to the Luxer One lockers at *********************. While Luxer One supports these lockers they are owned and managed by the property itself. The management office has a process of integrating resident accounts, connecting them with their management software to maintain accuracy. At the time of this incident, no one was assigned to unit 915. For security reasons, our support agents cannot create resident accounts. Verification of residency must be handled by the onsite management office.
  
  However, because you provided a tracking number and the *** delivery image matches, we have made a one-time exception to approve an account for you to retrieve your package. Additionally, we have contacted the management office to confirm your residency and ensure continued access for package deliveries at this location.

  We hope this resolution is satisfactory for you and you are able to attain your package swiftly. 

  All the best,

  Luxer One

• Initial Complaint

  Date:02/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Luxer One issued me an fraudulent invoice. I called Luxer One and no one answered, you have to stay on the line for nearly two minutes before you reach the actual voice mail box to leave a message. I also emailed Luxer One. When I contested the invoice Luxer One stated I was required to use their service per my lease. I sent them the pertinent parts of my lease that demonstrate I do not need to use their service and I did not authorize a release of my information to Luxer One. Luxer One then stated I needed to register for the account they created to opt-out. I did not authorize the creation of the account, I am not going to register the account to ****************************** zeroed the invoice and stated they would remove my account. 3 Hours later Luxer One sent me another invoice and continued to solicit payments.I have not used Luxer One's services. I was not aware of Luxer Ones services or the account they created for me. I did not authorize Luxer One to create an account for me. I did not authorize Luxer One to contact me in any form.I do not appreciate Luxer One's deceptive business practices.

  Business Response

  Date: 03/04/2024

  Hello, 

  We would like to extend our apologies for any inconvenience you may have experienced. Upon reviewing our recent communication with our support team, I've examined the integration process with Boulder Creek, the property where you reside. ******* Creek has a system in place utilizing Luxer One lockers, which seamlessly connects their management system with ours. This integration automatically sets up and updates tenant accounts for package delivery through Luxer One.

  It seems this process was how your account was created. Ideally, this entire process should have been communicated to you as part of the community guidelines or during your lease signing. Luxer One specializes in manufacturing locker systems and package rooms tailored to each property's specifications, with installation and ownership managed by the property. Any policies regarding locker usage and associated fees, if applicable, are determined and overseen by the property. Luxer One may collect fees at the property's request, with ******* Creek-AIR implementing a $75.00 annual usage fee and storage fees including two free days in the locker, followed by a $10 per day fee (up to a maximum of $30 per delivery). This information should have been clearly explained to you upon becoming a tenant and included in your paperwork. Upon reviewing your account, I can confirm it has been successfully closed at your request, and the pending $75 annual fee was waived, as it was never charged to your account.

  Thank you for bringing this matter to our attention. We genuinely appreciate your feedback, and we're committed to ensuring your satisfaction. Please don't hesitate to reach out if you need any further assistance. We value your business and look forward to serving you better in the future.

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Was charged numerous times by company and was told that the charges were valid even after telling them many times it was not. I reported this to my credit card and they validated that the charges were double charge. Was then contacted by company and told that they did charge me wrong AFTER I went through my credit company. I asked to get my other charges audited yet they refuse. I am seeking $100 for a refund of my charges and time spent disputing with them

  Business Response

  Date: 02/12/2024

  Hello, 

   

  We deeply regret the billing mistake that occurred on 1/10/2024. Our representative promptly contacted our accounting department to rectify the error and request a refund. I want to clarify that the duplicated charge amounted to $75.00, not $100.00, which an annual fee that was mistakenly captured by our system twice. The refund request was officially submitted on 2/9/24 and typically takes 5-7 days to be processed.

  After reviewing the communication, we apologize for any inaccurate information conveyed regarding this charge. This matter has been escalated to senior management, and appropriate measures will be taken to address and prevent such errors in the future.

  Thank you.

  Luxer One

• Initial Complaint

  Date:12/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  On 12/06/2023 I received a notification from Luxer regarding a package and received the following oded ****** located in locker 67.I live at ********************* in *******, **. I went to the locker and could not located the package in the overfilled locker. I went to the front office and was advised to contact Luxer and they would be able to open the locker so I can retrieve my package. I called and NO ONE ANSWERS. There is an automated message that plays at the beginning of the call and then silence. Nothing happens! I stayed on the phone over 30 minutes and no one ANSWERED! I have tried calling almost every day the past 2 going on 3 weeks and the same thing happens. This is unacceptable for a company to not answre their phones especially during the holiday season. The 2nd issue is I received a package from Bath and Body works tracking 1ZR06381YW01435302 . The code from Luxer I received was ******. I went to the locker 67 and I accidentally took the wrong package(it was also from Bath and Body works). I tried calling Luxer yet again and the exact same thing no one answers! Complete silence. I need to talk to someone ASAP for my packages. This is unacceptable!

  Business Response

  Date: 12/27/2023

  We are sorry to learn that you've been experiencing difficulties reaching our customer support team by phone, and I appreciate you bringing this to our attention. This issue hasn't been reported for investigation yet, so we'd like to look into it further. Could you please verify the phone number you're using to contact us? We want to ensure that it's correctly routed through our IVR system. Rest assured, we'll prioritize investigating this matter promptly. According to our records we have replied to your email request and reactivated your code.
  
  If you are still experiencing issues and it's more convenient for you, you can always reach out to us through email at ******************************** or via chat on our website, luxerone.com. We want to make sure you have multiple avenues to connect with us for assistance. Thank you for your patience as we address this concern.

• Initial Complaint

  Date:10/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I officially am missing 3 packages delivered to your lockers at my complex on 3 different times/dates. I've contacted Support 3 times and they were supposed to review the video footage in 1-2 days each time I contacted them. They don't care. Making funeral arrangements for my Dad and trying to get someone to care and find out the continued problem with missing packages is exhausting. As of 10/19 no one has taken the time to review video and yesterday another package goes missing. Seems like you're running a scam to me. Packages are delivered and immediately removed so we just find empty lockers. How many people are getting an email with the same QR code to open the same locker? I'll have to change my shipping address since we are "forced" to use your faulty delivery system and my packages are being stolen. I checked your reviews. Completely disappointed. This is just how your company gets down. If the apartment complex you are thinking of renting from uses Luxer One lockers, run, don't walk to the next apartment complex.

  Business Response

  Date: 11/08/2023

  Hello, we are sorry to hear you are experiencing issues that involve our Luxer One system. 

  We have looked into the complaint brought forward by Mrs. ************************ She states that 3 packages were missing that were delivered for her to the lockers. We were able to locate an open ticket that was created when she reached out for assistance with this matter. The email was sent and ticket created on 10/19/2023. We investigated the issue and found that her packages were removed by a member of her property management staff on the same date 10/19. Due to privacy and security concerns we are unable to provide this specific detail to the resident directly. We forward the findings and the video clips to the property so they can further look into the matter. We also follow up with the reporting party to advise that we have looked into the matter and have forwarded the specifics to the property manager and that they should follow up with them directly. 

  
  On 10/26 we received a reply back from the property management from email address ***************************************** stating the following: 
  
  "I spoke to her yesterday.  We have her pkgs here in the office.  ****************** said she will be in next week to grab them.
  
  Have an awesome day!
  
  *******"
  
  As far as we were aware, the issue at hand had been resolved. 
  
  
  Luxer One is the manufacturer of the locker system installed at *************************************************  Once built and installed the Locker System is owned, operated, and maintained by the property management with the support of Luxer One. Luxer One is responsible for installation, initial setup, and access control. While we actively monitor access and send notifications for correctly scanned deliveries, it's important to note that we do not employ any personnel to make deliveries or monitor that deliveries were delivered properly into the locker system. The Luxer system, while secure, it is not completely theft-proof. Just like a postal mailbox, someone determined to take an item may find a way. However, taking someone else's mail or packages are prosecutable offenses. We recommend if a package is still missing and the resident has not already done so to file a police report with local law enforcement. For privacy and security reasons, we do not share specific details with residents directly, but we can provide the information to property management and local law enforcement.

  We hope this clears up any issues or confusion regarding this matter.

   

  All the best, 

  Luxer One

• Initial Complaint

  Date:10/01/2023

  Type:Billing 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.

  Luxer One is charging me (currently) $10 for an item or items left in parcel lockers at my apartment complex. I have repeatedly told them and apartment management that I do not and will not provide my credit card information nor authorize any charge to my card. Request the company credit the erroneous charge in full, no longer charge me unauthorized charges, and stop contacting me.

  Business Response

  Date: 10/05/2023

  Upon your request to our customer service department, we have deactivated your utilization of the locker system, closed your account, and waived any outstanding storage fees linked to your account. This service is entirely voluntary, and you should not obligated to use it for receiving packages or mail.
  
  It is crucial to clarify that Luxer One does not require the use of a credit card for accessing our locker system. Luxer One serves as the manufacturer of these lockers, and once they are acquired by the respective property, they become the property's responsibility for operation and management. Any decisions regarding the implementation of storage fees or annual registration fees are entirely at the discretion of the property, which owns the locker system.
  
  Lastly, we understand your apprehension about ongoing mail delivery issues and the need for a swift resolution. Please be assured that we are wholeheartedly dedicated to addressing any issues promptly, ensuring that you continue to receive the exceptional service that Luxer One is known for. We are initiating a thorough investigation into the reasons behind delays or obstacles in your mail delivery and will take all necessary measures to rectify the situation.
  
  Your satisfaction as a Luxer One customer is of utmost importance to us, and we appreciate your patience and understanding as we diligently work to resolve these concerns.

   

  Sincerely, 

   

  Luxer One

  Customer Answer

  Date: 10/06/2023

   
  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. I sppreciate both your time and the business' time in looking into this issue and responding. In the meantime, I am trying to get my prescription medicine that initially should have been put in my mailbox and not a parcel locker reissued from the VA and obtained through another means. 
  
  

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  In violation of and pursuant to Federal 18 USC **** Luxer One is withholding **** mail from me and my children shipped to our address requiring we have a valid credit/debt card on file before releasing the mail from their locker (exhibit 1). The apartment complex says this is all Luxer One and **** delivering to Luxer One. Luxer One says it is the apartment complex. So I tried to give in and put in a credit card. Luxer One website will not accept a valid PayPal debt card interred in their app to release the mail (exhibit 2). I emailed and they think I am ****** (exhibit 3). I called and they have someone else name and apparent credit card already on file under my email address. When I informed them of this, the individual apparently working from home, hung up the phone. No call back. The dates are continuing but include September 2, 2023, August 25, 2023, and since 2021 when Luxer One initiated holding **** mail from those without credit cards and those without credit/debit cards that do not meet an unrevealed standard. Pursuant to 18 USC ****: Whoever knowingly and willfully obstructs or ******* the passage of the mail, or any carrier or conveyance carrying the mail, shall be fined under this title or imprisoned not more than six months, or both.

  Business Response

  Date: 09/21/2023

  Hello, 

  We are sorry to hear you are having frustrations with your Luxer One Locker System. It is generally legal for a smart locker company to charge a storage fee for all deliveries including **** deliveries, provided that they have clearly disclosed their fee structure and policies to their customers in advance. These fees would typically be part of the terms and conditions that customers agree to when using the smart locker service. At your location your property management has selected to enforce a payment structure to encourage people to pick-up their packages in a timely manner. The fee structure was selected and put in place by the property management and Luxer One is only in charge of enforcing the agreed upon terms.  
  
  It's important to note that the legality of such fees can be subject to change, as regulations and policies can vary by location and may change over time. Therefore, it's crucial for customers to review the terms and conditions of the smart locker service and understand any potential fees associated with it before using the service.
  
  If you have concerns about such fees checking for updates in **** regulations, or speaking with your ******************* my offer additional assistance in rectifying your concerns. 

   

  Thank you

   

  Luxer One

  Customer Answer

  Date: 09/23/2023

  I am rejecting this response because: 1. This not just about requiring a credit card to get first class mail which is illegal and misrepresented by this response. The postal code is clear and does not make provisions for if someone tells you they will prevent your receipt of your mail (medicine, IRS, Legal, Federal announcements of danger) for profit taken from a credit card the requirements of which are not explained. 2.This is also about entering a valid credit card and being rejected for reasons not explained in the rejection by Luxerone. The manager has nothing to do with that rejection. The rejection comes from Luxerone. Therefore this response is in bad faith because Luxerone  does not address their rejection of a valid credit card which is also illegal and bad faith BBB procedures because also apart of the code is continued obstruction of the mail after attempts to resolve. If I asked for ways to get and stop hindering delivery, you must respond. You have not responded to the requirements of the credit card. Are you looking for a minimum amount? Management already stated they have nothing to do with the lockers, giving codes, or rejecting credit cards. Infact all of that comes from Luxerone.
  

  Business Response

  Date: 10/02/2023

  Hello,

  We are sad to see you are still experiencing concerns with Luxer One. First and foremost, it is important to clarify that Luxer One does not necessitate the use of a credit card for access to our locker system. Luxer One serves as the manufacturer of these lockers, and once they are purchased by the respective property, they are owned, operated, and managed by that property. Any decision to implement storage fees or annual registration fees is at the sole discretion of the property, which is the owner of the locker system. Indeed, ****************** package was successfully retrieved on Thursday, September 28th, at precisely 10:02 AM, and no charges or fees were incurred for this service. It's worth noting that ************** has the option to decline the use of the locker system simply by informing the property management of his preference to do so. This service is entirely voluntary, and he is under no obligation to utilize it for receiving packages or mail.

  
  We fully appreciate the significance of timely and secure mail delivery, especially for essential items like medications, IRS notices, legal documents, or federal announcements. Typically, such documents are directed to postal mailboxes rather than the lockers, and the specific package delivered for ************** did not fall into this category. Luxerone remains committed to adhering to all postal regulations to ensure the secure delivery of mail to our valued customers. If there has been any misunderstanding in this regard, we sincerely apologize for any inconvenience it may have caused.
  
  Concerning the matter of entering a valid credit card and encountering rejection, we genuinely empathize with your frustration. Luxerone places the utmost importance on privacy and security, and credit card rejections can transpire for various reasons, including issues with card information, insufficient funds, or technical errors, among others. It is imperative to note that these rejections are entirely independent of our management or staff and are solely contingent on the verification process instituted by our payment gateway.
  
  We acknowledge your concerns about the lack of explanatory information provided when a credit card is rejected. We regret any inconvenience this may have caused and are committed to enhancing our procedures to ensure that customers receive more comprehensive explanations in the event of a rejection.
  
  Lastly, we understand your apprehension about ongoing impediments to mail delivery and the necessity for a swift resolution. Rest assured, we are wholeheartedly dedicated to addressing any issues promptly, guaranteeing that you continue to receive the exceptional service that Luxerone is known for. We are initiating a thorough investigation into any reasons behind delays or hindrances in your mail delivery and will take all necessary measures to rectify the situation.
  
  Your satisfaction as a Luxer One customer is of paramount importance to us, and we appreciate your patience and understanding as we work diligently to resolve these concerns.

   

  Thank you, 

   

  Luxer One

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Worst experience I have ever had with a customer service rep. ** skill or tact in talking to me, didnt offer me anything that could help me save my package. I told them I would be losing $100 from a ruined delivery since it will spoil and they sarcastically replied back to me that theyre going to see what they can do about my ruined delivery two days from now. That person was a completely disrespectful child, and if this is how this company handles there customers they should be ashamed. My apartments pays for ********* *********** and Luxor clearly doesnt care about how its managed. My package was delivered July 26th, and marked picked up at noon, even though I was at work and no one I know picked it up. The package was not signed for nor was the package label picture available. I tried to pick up the package at 11pm and immediately notified Luxor customer support for help only to be ridiculed and dismissed before I could ask for better assistance.

  Business Response

  Date: 08/01/2023

  Hello, 

  I am writing to sincerely apologize for the customer service you experienced during your recent interaction with a member of our support team. We deeply regret the inconvenience and frustration caused to you. As a valued customer, your satisfaction is of utmost importance to us, and it is disheartening to learn that we fell short of meeting your expectations. We understand the impact that a negative experience can have on your perception of Luxer One, and we take full responsibility for the lapses in our service.
  
  
  After completing an investigation and reviewing the camera footage at ****************** we were able to determine the specific events that took place on 7/26/23. Your Blue Apron delivery was scanned in and placed in locker #9 at 11:30 am. Around 2:13 pm two ladies who appear to be members of your property management staff conduct an audit of the lockers most likely because the system was offline for a short period of time. During this audit your delivery was removed from locker #9 and placed in the XL locker without being scanned in again. Due to the package not being scanned in the system was not aware that your delivery was inside the XL locker and no access code was ever generated. The code sent to you originally was deactivated and a note was placed on this delivery by management staff that stated: marked as picked up. 
  
  
  In an effort to make amends for the time you have spent and the financial inconvenience caused by the loss of the perishable item, we would like to offer you a reimbursement of $50 that will be mailed to you in the form of a check. Your satisfaction is of utmost importance to us, and we hope this compensation demonstrates our commitment to addressing the issue to the best of our ability.
  
  
  We sincerely apologize for any inconvenience you may have experienced and hope this gesture reflects our commitment to resolving the matter to your satisfaction. Rest assured, we are committed to rectifying the situation and making necessary improvements to ensure that such issues do not recur in the future. We genuinely value your feedback, and we hope you will ***** us another opportunity to serve you better and regain your trust.

  --

  Luxer One