LuxeDecor

Description of complaint: I am writing to express my strong dissatisfaction with a recent purchase from LuxeDecor. I ordered the Caracole Cocktail table Couture Round Coffee Table based on the product listing which displays a cool-toned Taupe Silver Leaf finish for the advertised appearance. When the item arrived, the color was entirely different from what was represented on the website. The table I received is a bright warm gold - not the soft, silver-taupe hue that was advertised for the actual product received. It is not even the same color family. I am disappointed not only by the clear discrepancy in the product quality and accuracy but also by the company's lack of support in resolving this issue, specifically regarding the imposition of restocking fees for an item that is fundamentally "not as described". I strongly caution potential customers to be aware of the significant variance between LuxeDecor's marketing photos and the actual inventory they ship. I was forced to reluctantly pay these fees under duress, as the company made it clear they would refuse to accept or process the return of my coffee table otherwise when this is clearly and undeniably their issue due to misrepresentation of their product. BUYER BEWARE!

I would give zero stars if available! Don't buy furniture from them. I ordered a Dining Room table and it was delivered severely damaged. The box wasn't damaged, only the table inside the box. The delivery people took it back because they couldn't put it together. It's been 10 days and despite their proof, my photos and multiple emails I haven't heard back from them with a resolution. I finally disputed it with my credit card company. Today I got another email that they are working with the shipping and should hear back in 1-2 days. RUN - don't buy from this company, they have no sense of urgency in resolving problems and someone boxed up that very damaged table and shipped it like that.

1) We ordered a cabinet from Luxedecor on 11/25/2023. At the time, the "ship-by date" indicated that the product would be shipped within 1-7 business days. Credit card was charged in full. 2) Product was allegedly shipped on 12/26/2023, twenty-one days after the "ship-by date." 3) On 4/1/2024 (5 months later), we received a voicemail and an email from Luxedecor asking to follow up on the order. Nowhere in these messages was there any indication/suggestion that there's a problem with the orde. Thus, we ignored the messages thinking that they were the usual "marketing" communication from the company. We also only assumed that the product had been delivered. As we were outfitting a 5-bedroom new construction and had dozens of deliveries coming in every week, we made the mistake of relying on the suppliers and carriers to do their jobs right while failing to personally check every delivery ourselves. 4) On 8/5/2024 (8 months after order was placed and credit card charged), as construction was concluding, we finally took inventory of our purchases and found out that the cabinet from Luxedecor was missing. We immediately alerted Luxedecor. After a few more exchanges, Luxedecor finally acknowledged that the item was never delivered. They alleged that somehow the carrier could not deliver the cabinet to us, so the carrier had to send it back to the warehouse while charging Luxedecor additional shipping fee. Meanwhile, we checked and re-checked the shipping information we had given Luxedecor and verified that everything was correct which further perflexed us because of the dozens of deliveries we have had, none seemed to have a problem. 5) As of today, nearly 9 months after we placed the order and our card charged, Luxedecor informed us that they would not be able to get the cabinet to us in time for when we need it by (9/10/2024), and the only solution they offered was to receive a partial refund less the "shipping fee" that the carrier charged them to return the cabinet to the warehouse. We really feel that this is a very unfair situation for us. In the end, Luxedecor wants us to pay hundreds of dollars for a product we waited nine months for and never received. On top of that, from the time Luxedecor learned that the product had to be sent back to the warehouse in April, they were completely ok with holding on to our funds knowing that our order had not been fulfilled and thought to do nothing of it until we discovered the problem and raised the issue. In summary- Luxedecor took our money 9 months ago, did not deliver the product (which was shown to be immediately available), and now saying we are not going to get the product but we have to pay hundreds more in order to get a refund.

I ordered a Temple brand sofa back on 11/08/21. On ordering, I was given a delivery date in February, and the only shipping option was “doorstep delivery”, so I asked specifically if they drop it in the yard or bring it inside the front door. I was very relieved when the sales rep said, “ma’am, they’ll bring it inside the door”. The next day, got an email stating I now have a delivery date of 06/06/22. I was apprehensive because they had over $3k of my money for 8 months while waiting. I emailed every couple of months asking for any updates. Always the response was 06/06/22. So today is 06/06/22 and I have no sofa. Their third-party shipping service (that the customer service rep today stated is “difficult”) arbitrarily changed my arrival date to 06/07/22. When I told them I work a 12hr shift tomorrow and that I’d rearranged my work schedule to accommodate the date id been given, I was told, “our driver will leave it in the first dry place then”. That was not ok with me. I was shocked, actually. When I called luxe decor, they did say that they’ll call and reschedule the delivery AND CHARGE ME $100 to carry the sofa the three feet from the yard into the house (no stairs), even though I had clarified this in the beginning as part of the delivery process. It’s afternoon on 06/06/22, the day my sofa was promised 8 months ago, and I still do not know when it’s coming and Luxe Decor has yet another $100 of my money. I’m not pleased and I would not recommend this store. The communication is very difficult and the service is poor. I just hope I get my sofa at some point…

Misleading website. Items not available show as available. They let you know a few days after your order is placed that its not available for weeks. Then give you a hard time when you ask for a refund.