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Business Profile

Home Accessories

Lux Home

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Accessories.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:12/19/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    We purchased cabinet pulls from Lux Home for our kitchen when building our house a couple years ago. It took several months and calls to get the 1st order sent, but we eventually received it. Just over a year ago on 12/11/2022 we placed an additional order for an additional 42 cabinet pulls. The amount of this order was $983.78. Email is about the only way they allow communication with the company. We contacted them a couple times in the following months. They kept pushing the expected delivery out a month. They eventually said they had part of the order and sent half it to us. In July of 2023 we placed another order for 16 cabinet pulls. The amount of this order was for $264.52. We have contacted them several times and have been assured that the order would be sent within a month. When we don't receive it, we contact them again. The last time we heard from them was in October when they said we would receive the orders in the middle of November. Since we did not receive them, we contacted them the first part of December and have not received any response back. We have called the Sales number and left a message for a call about the missing orders.

  • Initial Complaint

    Date:02/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This company charges a 35% restocking fee (after I pay the shipping costs...again). After ordering a product for $119 and sending it back within a 5 days because it was the wrong part for my tub, they issue a credit minus $42.00 plus my shipping costs.That is exorbitant and ****** punitive for a product that they are simply putting back into stock and charging the consumer for shipping both times.

    Customer Answer

    Date: 02/28/2023

    Better Business Bureau:

    At this time, I have not been contacted by Lux Home regarding complaint ID ********.

    Sincerely,

    ***************************

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We ordered a sink and vanity from Lux Home. We paid in full in advance, as required by the vendor. The item was backordered and ultimately the ~1 month estimate dragged out to over 6 months. Eventually Lux Home called us to find out if we still wanted the item. We indicated that we did not, as we had found an alternative. They promised to refund our money. If you look at the account, the refund is listed as in process. It has been over a month and the refund has not manifested. Further, you cannot reach a human by phone a the company. They do not seem to return voicemails and emails appear to fall into the void. We would just like the money back that we paid for an item that was not delivered.

    Customer Answer

    Date: 11/15/2022

    Better Business Bureau:

    I am not aware of a business response to complaint ID ********, but I have received the refund, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *****************************



     

Lux Home is NOT a BBB Accredited Business.

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