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:06/10/2023

  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 have had continuous delivery problems. Items ordered online from various companies especially Amazon state that they have been delivered. In actuality items have not been delivered. In my lease agreement I pay a $5 fee each month. I do not feel that this is a warranted fee. I have called my credit card company 5 times this month to dispute charges. I have also contacted Luxer One to no avail.

  Business Response

  Date: 06/14/2023

  Thank you for reaching out to us regarding your dissatisfaction with the use of the Luxer One lockers at ***************.

  I have reviewed our system and confirmed that ************************** has set up a storage fee for the Luxer One system. The first 3 days are free and then a storage fee of $2 per day will be charged thereafter. Packages will be returned if they are not picked up after 7 days. I am not seeing that you have been charged any storage fees since you registered and began using the system on 5/23/22. If you have been charged it si most likely through a property avenue and not through Luxer One, however if this is incorrect please provide us with the accurate information so it can be looked into further and corrected. I have also looked into any recent support tickets or contacts and was unable to locate anything regarding recent missing deliveries under your name. There was one recent contact that an access code would not work, but when our customer service agent responded to request further information there was no response. We do offer support for missing packages, access codes that are not received, and locker malfunctions 24 hours/ 7 days a week. You can reach support via phone at ************** via email ********************************** through our website (www.luxerone.com) or through the use of the Luxer One App. If there is a recent issue of a missing package please provide additional information (tracking number and/or date and time of the delivery) and we would love to assist and research the issue further.

   

  All the best, 

   

  Luxer One

  Customer Answer

  Date: 06/14/2023

  I am rejecting this response because:

  They didn't even address my complaints.

  I am not getting my packages when they say they are delivered.

  Their service is awful. I do not want to continue their service. I continually contact my credit card company notifying them of packages not received 

  
  

  Business Response

  Date: 06/15/2023

  Hello, 

   

  We are sorry to hear you are still experiencing issues with our service. If it is missing packages you would like assistance with locating our standard process is to open a ticket with our customer success team. We do offer support for missing packages, access codes that are not received, and locker malfunctions 24 hours/ 7 days a week. You can reach support via phone at ************** via email ********************************** through our website (www.luxerone.com) or through the use of the Luxer One App.I have also looked into any recent support tickets or contacts under your name and was unable to locate any opened tickets or requests regarding recent missing deliveries. There was one recent contact that an access code would not work, but when our customer service agent responded to request further information there was no response. If there is a recent issue of a missing package we want to assist in locating it, please provide additional information (tracking number and/or date and time of the delivery) in your response here and we would love to assist and research the issue further on your behalf. 

   

  In regards to the $5 reoccurring charge. This is not a fee Luxer One has in place at this property so there is no way for us to refund this amount. The only payment model install at ************************** has set up a storage fee for the Luxer One system. The first 3 days are free and then a storage fee of $2 per day will be charged thereafter. Packages will be returned if they are not picked up after 7 days. I am not seeing that you have been charged any storage fees since you registered and began using the system on 5/23/22. Therefore we couldn't refund you any amount since you have not been charged by Luxer One. If you are being charged $5 monthly this is likely a property charge and the discussion of a refund would have to be had with them 

   

  We hope this information clarifies any questions, we are here to support your Luxer One journey and would love to research any additional concerns further. 

   

  Thank you, 

  Luxer One

• Initial Complaint

  Date:04/04/2023

  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 live at ********** Apartments, which uses Luxer One to manage the package delivery room. I made an order from Lululemon on March 8. My package was delivered to the Luxer One package room by Lasership on March 13 at 1:21 pm. Tracking number was 1LSCXM8001IV9MM. Lasership provided proof of delivery and included a photo of my package clearly visible in the package room. When I attempted to retrieve it on March 18 it was no longer present and could not be found anywhere in the package room. I contacted customer service on March 20 and was told that they would start an investigation and review surveillance camera footage. On March 21, I got an email stating that they could not find the footage of my package being delivered despite having the exact date, time, and location of the delivery. I called customer service on March 21 and spoke to a very rude representative who said that my claim could not be reopened and suggested that I make a claim with the vendor and/or shipping carrier. I had to beg to be transferred to a different representative who was willing to help me. Finally, the second representative reviewed the footage and said she clearly saw my package being delivered. She also reopened my case and requested that the video team review the footage again to see who picked up my package. I did not receive any email confirmation or updates for several days. I called back on March 27 and was told that no progress had been made and the footage had not been reviewed. The representative did not know when it would be reviewed. Luxer One charges my community to maintain the package room and provide security for deliveries. However, they are unwilling and ill-equipped to actually investigate any loss or theft that occurs while the package is being handled by their service. If my package was stolen while in the Luxer One package room, they should be responsible for reimbursing me and investigating the theft so that it does not continue to occur.

  Business Response

  Date: 04/10/2023

  Hello,

  Firstly, we would like to apologize for any inconvenience the the delay of the retrieval of this package has caused. Not recieving your package can be incredibly frustrating and at Luxer One we want to do whatever we can to make this right. As this customer has mentioned, the case for this missing package has been reopened and the footage is currently being reviewed. There are eight days between the date of drop off to the date the customer went to retrieve the package. As we review all footage personally that is 193 hours of footage we are currently looking through. We assure that we are diligently working toward a resolution for this claim and we will notify this customer through their current open ticket once we have reviewed the tape in its entirety. We look forward to working together to move toward the resolution of this complaint. 

   

  Thank you, 

   

  Luxer One

  Customer Answer

  Date: 04/11/2023

  I am rejecting this response because: Luxer One stated in their response "There are eight days between the date of drop off to the date the customer went to retrieve the package. As we review all footage personally that is 193 hours of footage we are currently looking through." This statement is incorrect, as I even included in my complaint that the package was delivered March 13 at 1:21 and attempted pickup was March 18. That gives only about 120 hours of footage to view maximum. This company has had my complaint since March 20 and has not made any progress whatsoever in investigating this issue. They have shown no evidence that they have made an honest effort to move forward, and it is clear that they have not even accurately reviewed my submission. They have not been corresponding with me or updating me. I would like to know when they expect to have my complaint resolved and how they will be corresponding with me regarding the progress of this investigation. 
  

  Business Response

  Date: 04/12/2023

  Hello, 

  We are sorry to hear this customer is still unsatisfied. As stated in our previous message, this missing package is an open ticket within our system and is being actively worked on. It has been with our customer service team and has been escalated to the customer service manager who has contacted this customer multiple times to continue to keep her involved in the ongoing search for her package. Attached I have an example email of the correspondence between the customer and our customer service manager. We have had multiple people reviewing the footage and attempting to determine what has happened with this missing package however it is still an ongoing search. Please be assured that Luxer One is doing our due diligence to locate this package and will continue to provide updates this customer via their open ticket and via email.

   

  Thank you

  Luxer One

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because: The attached email is the very first time this manager has reached out to me, and it was only sent after multiple calls, emails, and my posting here on BBB. I have attached all other previous emails here. Luxer One has repeatedly ignored my request to investigate my missing delivery, and even now this manager's email is full of excuses. There is absolutely no excuse for waiting 3 weeks to investigate this matter. You should have multiple people working on this issue because that is the core function of your company, to ensure safe delivery and storage of packages. I should not have to call and email repeatedly for this to happen. Most importantly, I cannot accept this response because my complaint has not been resolved yet. 

  Business Response

  Date: 04/25/2023

  Hello, 

  We are sorry to hear that this resident is still having troubles with their package. After reviewing the security camera footage, we were able to locate the details used to remove the package from the room. We have informed the property management of this customer's building of this information and hope this leads to the return of the missing package. As all relevant footage that could assist in locating the delivery has been shared with the property, and we are unauthorized to share personal information about other customers and residents publicly, this is the maximum amount of information we can provide at this time. The property is aware of all the details we have available and if they are able to retrieve the package they will contact this customer directly. 

   

  We sincerely hope this information is helpful and that this customer is able to retrieve their package. 

   

  All the best, 

   

  Luxer One

• 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.
  
  

• Initial Complaint

  Date:11/06/2022

  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 opted out of Luxer One service. Compony still continue to accept my packages without any way for me to retrieve them. After that packages disappear without trace. I already lost a number of packages. I contacted customer service a number of time without any results. These packages have to be returned to me. Luxer One has to stop accepting my packages without my permission.

  Business Response

  Date: 11/16/2022

  Hello,

  We apologize for the inconvenience this is causing you. We have looked into the information for your unit and can assure you that if a carrier attempts to make a delivery under your name or unit number that it requests them not to. It also provides a message that the tenant does not wish to use the locker system.  If a carrier is uncertain to whom the package should be assigned to, they can assign it to the house account.  The building management would receive the notifications and determine the correct resident to assign it to. It appears that the carriers are ignoring the message and delivering into the locker system regardless. We have filed a carrier complaint requesting that the carriers do not continue to do so and will keep tabs on the situation.