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:12/05/2024

  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.

  Paid $1838 on November 21st.received a heavily dented bag which. the condition is similar to the pictures that the lozuri team took before shipping to me. The lozuri team tried to gaslight me into thinking they are natural imprints in the leather Clearly a defective bag and I still have to argue for a refund and its not even certain that I can waive the restocking fee.Additionally, I got the return label on Dec 2nd and the customer service representative failed to mention that I only get two days to return the item. The person on the phone said that I need to return it to *** by end of day to ensure my return is even considered.this is absolutely unacceptable for a defective item and giving someone two days to return something after you guys took 4 days to examine my return request is insane.I want a full refund with return and someone needs to reach out to ameliorate this situation because this might be the worst customer service I have ever received from a luxury goods company

  Business Response

  Date: 12/05/2024

  This complaint has been previously handled outside of the BBB to the customer's satisfaction. Thank you for working with us!

• Initial Complaint

  Date:09/09/2024

  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 returned a defective product to this company and it ended up getting stuck in transit. An investigation was carried out which led to *** providing claim insurance which this company claimed. I've provided documentation proving that. This company then requested me to provide a police report, I provided a report. Now it's been a months and they have not responded to my issue. When I call in, they have one customer service agent and they hang up on me everytime I try to get assistance on this issue. I've also requested to speak with the manager many times and I've never gotten a call. I even purchased shipping insurance when I submitted my order. I've attached a copy of my receipt. Overall this has been an incredibly stressful situation and I've spent close to a year trying to get assistance on this issue.

  Business Response

  Date: 09/11/2024

  The claim has been denied as we have sufficient evidence that the return being made is an attempt to make a fraudulent. The timeline and relevant records of proof are as follows:
  

  * Order placed on 6/1/2023
  

  * Order delivered on 6/8/2023 - verified and proven by DHL's Proof of Delivery and GPS hand off coordinates provided by ***
  

  * On 6/9/2023, Mr. ***** claimed that the package was not delivered.
  

  * On 6/23/2023, Mr. ***** stated he had found the package at his local ********** and that it was wet. However, the shirt was shipped in a sealed bag (which can be seen in the picture Mr. ***** provided). Mr. ***** was insistent that *** signed on his behalf but he did not want to contact *** again for assistance - he was very insistent that he "wanted to move forward without DHL". Mr. ***** had purposefully pointed out that our shipping policy covered "damaged goods".
  

  * On 6/27/2023, we filed a complaint with ***. In conversation with *** and local offices, *** states they have no records of any claims or contact from Mr. ****** We suggested that the shirt be taken to a professional cleaner.
  

  * On 8/2/2023, after exhausting all attempts to file a claim with ***, we decided to move forward with a Navidium claim (NOTE: We no longer work with Navidium) under the condition that we receive the shirt back. We agreed to offer a store credit for the trouble on good faith effort.
  

  * On 8/2/2023, we followed up with a return label (*** 1ZE4V7140390137976)
  

  * On 8/5/2023, Mr. ***** stated he dropped off the package at a *** Drop box "yesterday evening" (on 8/4/2023). We checked the tracking of the package and found that it shows scanned in at a location in ******************, ** -- over 600 miles from Mr. ******* address in ********
  

  * On 8/14/2023, *** tracking showed as stalled. We started to become suspicious with the fact that Mr. ***** states that he dropped off the package in **********, **, but *** shows a scan in ******************, **. We contacted *** to confirm that this isn't a possibility because packages are always scanned in upon ingestion into the network. *** confirmed that the label was scanned in ******************, ***
  

  * On 8/23/2023, Mr. ***** sent us documents from *** for him to submit a claim for a lost package. We also started to become suspicious that Mr. ***** was working with an insider at *** and simply scanned the label we sent. We were unsuccessful in working with *** to investigate the scan in.
  

  * On 9/2/2023, Mr. ***** sent us a picture of the drop box he used in ******** However, a reverse image search revealed that this picture was taken by another individual located in *****************, ** (*************************************************) and that this picture was taken in the past (*********************************). Additionally, page source data indicates that the pin was created on "Wed, 23 Dec ************* +0000" - Our suspicions started to become clear that this is an attempt to make a fraudulent claim and that the *** claim was the second attempt after the first claim with *** didn't work out. Notice the picture composition, the shadow, the rope on the person's shadow, etc. 
  

  * On 9/29/2023, ****** said that *** paid us an insurance claim. Unfortunately, we do not have any records of the claim. The claim LOZURI supposedly received appeared to be for $100 per documentation that was sent to us, and Mr. ***** requested a $1170 refund. ****** was able to, somehow, have *** pay out a claim despite (a) not being the shipper, and (b) not having shipper account details. We became more suspicious and questioned how this is possible without insider cooperation at ****
  

  * On 10/28/2023, after many attempts from Mr. ***** to contact us, we sent the attached denial of claim letter.
  

  Unfortunately, LOZURI is the target of many fraudulent schemes due to the nature of the items we sell. Mr. ***** has continued to call our client services team over and over which has led us to block his calls from our support services.

  Please review all attached documentation including the denial letter and order details. Some names have been redacted to maintain employee anonymity. 

  Lastly, any additional attempts to defraud the company will be met with legal action as our next steps. This includes legal action against libelous posts and claims against LOZURI Inc.