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:06/19/2025

  Type:Product 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 am rejecting this response because:
  

  The venue is severely misrepresenting the situation. The chairs rented were not a "gesture" for our troubles. As clearly stated in writing by the venue's manager, the gesture for our troubles was to be a partial refund. This was offered after the chairs were rented. The chairs were rented because the provided ones are unusable, and both the venue manager and the cleaner attested to that on the day of. The venue should not credit against our refund expenses they incurred to fix the mess made by the previous renter. That is a clear violation of contract, because it makes us responsible for costs associated with damage made by the previous client. The contract states that the renter themself must be responsible for these expenses. 

  it is not against ******'s terms of service for multiple individuals to post a review of the same, shared event. These reviews were written by different people and reflect individual opinions and experience. 

  This is not an extortion. The venue promised a partial refund multiple times and now went back on their word. We are not satisfied.

  
  r presented as conditional. The contract guaranteed a usable venue and chairs, and states extra cleaning and damage costs should be reimbursed from the party who caused them, not the next days renters. The venue is effectively recouping costs incurred by the previous renters by crediting their rental expenses against our previously promised refund. This makes us pay for expenses and is a clear breach of contract. After reading our texts but refusing to respond, Luxe became publicly antagonistic. They left a disparaging comment on my mothers personal ******** post alleging we never intended to pay. They also sent a baseless cease and desist email accusing us of a conspiracy to leave reviewsreviews that came from ourselves and a few guests, all sharing personalized experiences.We are filing this complaint as a last step before small claims court. We are seeking a full refund of $4800$2400 as promised, and the rest for our cleanup effort and Luxes hostile conduct.

  Business Response

  Date: 07/08/2025

  Client's wedding event was very successful. There was an issue with cleanup in the early morning, which was taken care of and the Venue invested $2500 to rent them luxury chairs as a gesture to compensate for the panic caused by unforseen circumstances.

   

  The matter is resolved from our end. Client has posted 5 ****** reviews for the same event which is clearly against ****** policy and asked our manager to pay them money to avoid these bad reviews. We would rather deal with these reviews through legal channels rather then pay what seems like an extortion demand.