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:11/19/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order with free express delivery on ************************** on October 21, 2024, with a note expressing this was a gift to ********** that must be received within 10 days. **************** said no problem. Fast forward a week and the order still had not left Loewes facility. The company stood behind their promise and told me not to worry. As expected the item did not depart timely, therefore I requested a refund on October 28.Loewe claimed to reroute the package to their warehouse and begin issuing a refund. Although Loewe received the returned and rerouted package on November 4, to this date I still have not received a refund. Loewe continues to offer only platitudes and awful customer disservice.

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Business refused to return sales tax collected during the sales tax weekend in ************* according to Section 7b of 830 CMR 64H.1.8: Sales Tax Holiday. I purchased a scarf online on 8/11 and sales tax was collected during the purchase. The business does have store in ****** and did operate through the sales tax holiday. I called the customer service hotline twice on 8/12 regarding the refund or recovery of the sales tax. First time they refused to honor the law and claimed that since they are a foreign company they do not have to follow this law. Second time I called them and the personnel said that she escalated this matter and the response from them was they will not honor the sales tax holiday. I went to the store on Thursday (8/15) in person and the sales person refused to comply with law and tried to deceive me about how the tax law operates. I was not able to get a tax refund from the business.

• Initial Complaint

  Date:01/24/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order with Loewe on January 4, 2023. According to ***, the package was delivered on January 6, 2023. *** provided a picture of the package in front of the door and typed my name in saying I received the package. The order number is PRD-******** and the amount of the order was $391.95. Despite me explaining to the Loewe I did not receive the package because I was not home at the time of delivery (3:57 PM) and that I was at work. *** does not have a signature from me and I live alone so there was no one that could have received this package on my behalf. Loewe said *** said you received the package and told them to sign your name. This is far from the truth because I was in my work office at the time of delivery. I explained that to the representative ******* and the supervisor ******* but they were unwilling to assist and kept insisting *** had followed the proper delivery protocol. They did not care that I explained that I was not home at the time and there was no one that could have received the package on my behalf. I also offered them to obtain footage from my management's security system which will show what time I came home and who took the package. I also offered to get a print out from my work office management showing when I scanned in and out of the building which would confirm what time I left work. They were not concerned with any of it and just said their investigation is done and that *** delivered the package accordingly which is not true. The *** delivery person did not tell the truth as they stated that they spoke with someone and they received the package and that is impossible. As I explained many times to the representatives of Loewe told me that they have a relationship with *** and trust that they deliver the packages correctly. This is unacceptable because the driver did not tell the truth and I did not receive my item and Loewe is not willing to rectify the situation by sending another replacement item or a issue a refund

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Loewe regarding complaint ID ********.
  
  Sincerely,
  
  *****************************