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Business Profile

Designer Apparel

LUX LAIR
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/26/2024

    Type:Delivery Issues
    Status:
    Answered
    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 ordered two high-end bags from this business in total summing over $1500 and I've received neither of them. I've sent numerous communications over Amazon and no response or resolution has been received. In short I'm out 15:00 and this company appears to be a complete sham

    Business Response

    Date: 12/28/2024

    Were sorry to hear about the customer's frustration and would like to clarify the situation. Customer satisfaction is very important to us, and we take claims like this seriously.

    The customer placed two separate orders for high-value MCM bags, which, per our policy, required signature confirmation upon delivery to ensure safe and secure receipt. The orders totaled over $1,000 and were shipped via *****. Despite our policy, the customer repeatedly requested that the signature requirement be waived, and stated they would not pick up the packages from a ***** facility or partner location. 

    Our team acted promptly and professionally throughout the process, providing consistent updates and exploring all possible options, including contacting ***** to waive the signature requirement as a one-time exception. However, ***** policy did not allow this. Unfortunately, despite multiple delivery attempts, the packages were not signed for and were subsequently returned to us by the carrier.

    Upon receiving the returned items, we issued the customer a full refund. Despite this resolution, the customer later asked for the bags to be reshipped after the refunds were processed, which was not feasible.

    Our actions were in line with our policies designed to protect both ourselves and customers from potential theft or fraud and were communicated clearly to the customer throughout. We believe we handled the matter appropriately and in good faith, ensuring the customer received a complete resolution via full refunds.  

LUX LAIR is BBB Accredited.

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