LuxeDecorReviews 79

I purchased a rug and shortly there after tried to cancel the order as it had not shipped. Was informed that in fact it was shipped even though the email I received stated otherwise. Requested a return of the item at that time on Monday. Tuesday I received an email stating that it would cost $25.00 to ship back the rug I had not received yet. The rug showed up on Thursday. I now have to ship it back and pay $25.00. Sketchy business from the get go! Buyer beware

I placed an order on 2/17 from LuxeDecor for patio furniture totaling $1,346.59 and a charge was applied to my card at that time. It stating shipping would be in 1-2 weeks. On 3/4 I received an email that the shipping had been pushed out to 4/8 for the chairs and 4/28 for the table. I sent an email to cancel the order. I received an email back on 3/7 that the manufacture had been contacted and the cancelation was underway. I needed the product and purchased it locally. On 3/8 the chairs arrived at my residence. The purchase price of the chairs is $796. I contacted the company for a return and was notified that the return would be $238.80 (30% of purchase price) "special order" charge plus $103.92 shipping. The chairs are a stock item manufactured at Polywood which they sell as a "quick ship" item. Their website dedicates a full page to their "30 Day Hassle Free" return policy. Hidden in the policy are 2 significant caviots. 1. Special orders are subject to a return fee. This company does not manufacture product so every single item they can sell they can tag as a "special order" even it is a stock item at the manufacture. No where on the site does it state the fee is a whopping 30% of the purchase price. 2. They are allowed to apply this fee for any order that is cancelled outside of their 24 hour cancelation policy. If you read the online reviews this company is notorious for horrendous customer service with zero ordered tracking. In many cases product is delivered months after it ships. The estimated shipping date is fluid and in my case not even close to the actual date. That said at anytime you decide to cancel you order you are subject to their restocking fee. You basically cannot cancel an order regardless of how poorly it is mismanaged. Items that arrive damage and are returned can and are charged a 30% restocking fee as well. I have to wonder if they intentionally delay and manipulate orders with the goal of charging the 30% fee. This company has established a massive profit center for themselves scamming customers hundreds of thousands of dollars in these hidden and unacceptable fees. I would not be surprised if the majority of their net income is from these fraudulent fees and not from distributing furniture. In addition I have yet to receive the credit for the table to my credit card which I have contacted them daily.
I believe that this company has somehow been able to bury consumer complaints in on-line reviews with bought false positive reviews. The number of reviews vs the size of this company are way off. If you go to Yelp you will get a clear picture of what customers are saying. Over 90% of the reviews are 2 stars or less with the majority being 1 star with an experience similar to mine.
I have contacted the BBB, Illinois Attorney General and the FTC to investigate. This company needs to be shut down.
I highly recommend that anyone that has been wronged by this company file a clam with the BBB under NetRetailers (the parent company). It is very easy to do and you will be given a claim number in several days. The misleading return policy and 30% "special order" fee has got to be stopped.
Stay away from this company!

I ordered four rugs from Luxedecor, and discovered a couple of days later that I could have ordered the rugs on Amazon, direct from the manufacturer, for anywhere from $43 to $69 less/rug. My bad. I should have looked harder than I did before I ordered. To their credit, the rugs did arrive in a timely fashion. I called them up and kindly requested a price adjustment. They told me they absolutely would NOT extend the courtesy of a price adjustment once the items had been shipped. I read their return policy and realized that they don't offer free returns (it is plastered everywhere on their website that they have "free returns"), it's on you to pay for return shipping (okay, not too unreasonable), but they will deduct from your return a certain dollar amount (determined by them, and who knows how they determine that) for shipping it to you. They don't tell you this amount right away, but rather email you the amount within a couple of days. Then, if you have decided to return, you have to call them back and jump through a couple more hoops to get an authorization or something and then they will send you the shipping information (you can't find out how much shipping is until you have an address). After I got the email that told me how much they were going to deduct from my refund, I realized that it would end up costing me more to return and pay for the shipping than I could save. So, BUYER BEWARE of both their "Free Returns" and their pricing. Shop around before ordering from LuxeDecor!

There is no way the reviews on here are not paid for! This company claims to have a "trade account" you will find with a simple Google search it is a complete scam! They solicit items that are marked "in stock" they then allege the items are canceled, cancel your order and then re-solicit you promising discounts; no discount and hundreds of dollars more than numerous vendors! Total Scam!

I ordered from LuxeDecor back in August of 2021 knowing full well we were in a supply chain crunch. So, that wasn't a surprise that the ship dates kept being delayed. So, December comes around and I finally received ship dates for the 3 items I purchased. The item from Hooker delivered without issues, the items from Bernhardt were a nightmare. They shipped someone else's furniture to me after the carrier sat on the pickup for 2 weeks. Another month of my constant intervention, they finally delivered the last remaining pieces, but again this was two months after they said it was ready. I fault Bernhardt with this issue, their warehouse team was at fault. However, some things to note about LuxeDecor, please expect to do your own logistics and delivery scheduling. Reach out to the carrier on the tracking, do not wait for them to call. My interactions were LuxeDecor were cordial and again, I don't fault them for the delivery issue, but as far as any support after an order ships or with resolving delivery issues, don't expect them to act on your behalf. You'll need to pull up your bootstraps and intervene directly.

Ordered a sofa one year ago that was listed as in stock. 3 months later I finally got ahold of them only to find out it was back ordered 3 more months. This happened 4 more times! I'm now one year out from ordering an in stock item and still have not received it.

I placed an order that was supposed to ship in 3-6 weeks and they took my money but never shipped it. It's been over 8 weeks now and they constantly say it will ship next week but they are scammers.

We received our furniture 7 MONTHS late. We ordered in December 2020 and were told 7 weeks. The furniture was received in September 2021. They shorted us two chairs that the delivery people as well as several customer service reps agree we clearly ordered yet the manufacturer refuses to give them to us so our money has been stolen by them in an attempt to try to get us to order more. They are a mess. Don't bother.

Easy to order products and pay for them. Not so easy to get delivery. Customer service reps are very nice but getting an accurate delivery date is a moving target. I've been waiting since March for Patio Furniture. I'm hoping we will get it for next summer. I will never use this site again.

I received a damaged box and chose to return the item. "Free 30 day returns" was plastered all over the website. I was charged $165. In shipping costs to return this light fixture. I will never purchase from this website again.

My husband and I purchased a bedframe on May 5,2021 and received a shipping notification on May 27,2021. Excited to receive our item, I followed the tracking information closely. The tracking info would state our item was arriving the following week, but, when I would check the tracking details that week, it would be pushed back an additional week. Fast forward to the first week in July, and we still had not received our item. This time, the tracking information did not skip ahead and the delivery date was past, but we did not receive a call to schedule delivery. I reached out to the shipping company who said our item was waiting to be delivered. They transferred me to scheduling, but, after a decent wait, circled back to the representative who said they were unable to locate our package. They requested I call back the next day, which I did. The representative I spoke to that day said they still had not located it and to call back tomorrow. I called back once again, but it was 4th of July weekend so they were closed. I called back Tuesday, was 11th in the queue, and, over the course of 30 minutes, never moved up in the queue. I finally decided to request a call back, and, around 10 minutes later, received a call. The automated service circled over-and-over again without ever connecting me to a person, even though I kept pressing the number to speak to a representative. I decided to reach out to Luxe Decor instead and spoke to a representative. I explained the situation and voiced my concern about this item not arriving ASAP because we are moving at the beginning of August. The representative was very understanding and said they would look into it and contact me no later than tomorrow through email. Later that day, I received an email from LuxeDecor stating they were unable to obtain any additional information about our item but would contact me tomorrow when they looked into it further. It is now July 12, and I never received any additional communication. Due to this, I reached out requesting to cancel the order, fearful it would not arrive before we move, and received an email from a LuxeDecor representative saying I could not cancel the package but could reject it when it arrived, which would result in shipping, restocking, and cancellation fees. My husband and I did nothing wrong, but we are being penalized for the mistakes of LuxeDecor and the shipping company. This is by far the worst company we have ever worked with, and I would give them zero stars if I could. Even though their furniture looks beautiful, the entire ordeal has been a massive headache and stress factor. I would think twice before using this company.

We are a business and needed the desk we ordered asap. The desk was damaged even before we received it in the office. The choices were to get a refund, get a discount or get a new desk sent out. Total inconvenience to have to shop around again for a desk or have them resend a new one so I asked how much of a discount they offered for the damaged desk. Only $175 for a desk over $2000. 00. Our inconvenience means nothing to them. Will never order from here again.

We had a terrible experience with LuxeDecor. Ordered an entire bedroom set as "White Glove" with assembly included but the delivery person told us he was contracted to spend no more than 15 minutes, and would do only what could be done in 15 minutes. He couldn't guarantee that he could even open all the boxes in that 15 minutes, let alone assemble the furniture.
We would not recommend this company to anyone.

With Mr. Tom David as Customer Service Manager, LuxeDecor's business IS DEFINITELY IN GOOD HANDS. Mr. David rang me and left a message regarding my experience described in my earlier review. He followed through with an email and called me again after I called back and left him a message as well as responded to his email.
When we spoke, he was courteous, understanding, quite professional and apologetic. I explained that I would have preferred perfect quality chairs like the matching table; however, my husband and I were too exhausted to deal with a third set of four chairs. Mr. Tom David capably resolved the matter with a satisfactory solution!

To prospective customers of LuxeDecor, I recommend that you do business with Mr. Tom David as he is not only customer-oriented but also a reasonable young man who could be TRUSTED to take swift and FAIR corrective action.

Absolutely horrendous experience and the worst customer service on planet Earth. I ordered a kitchen island in July which did not deliver until October. The marble arrived cracked and was told that I would receive a replacement soon. A week passes and no information whatsoever regarding my replacement. I email and am told that my replacement will arrive at the end of November (2 months later). I contact them again regarding the status of the replacement item and am then told that it will not ship until end of December. I will then have been waiting half a year for this item. Absolutely unbelievable. How this kind of service is considered acceptable by their management team is beyond me. I will never order anything from this company again.

Stay Away! It's not worth it. I bought a table from them, with white glove delivery which included them bringing it into my house. The delivery person refused to bring in the table, which was too heavy for me and I could not just leave it outside so I had to refuse the delivery. Well getting in touch with LuxeDecor and getting any kind of response has been the worst experience I have ever had. They are impossible to get ahold of any way other than via phone, I've send numerous emails and inquiries on their website into a black hole and never gotten any response. When I do get them on the phone, they are rude and don't even let you know when they are about to put you on hold. I have asked to speak to a manager numerous times and been hung up on, basically they have refused to let me speak to a manager. Even the manager I spoke to was rude and did not give me any resolution. They just keep telling me to wait, it has been two months now since I should have gotten my order. This is basically a scam company, it isn't worth the headache doing business with them.

On August 23,2020, I ordered a buffet, a dining room table, and 6 chairs. The cost was almost $6,000.00. On September 10, I received my merchandise, with the buffet having minimal damage, but the dining room table with significant damage. I agreed to accept the buffet, with it's minimal damage, but refused delivery of the dining room table, due to the amount of damage, and decided to send back the 6 chairs, since it was a set. The delivery guys were very clear about my needing to call the company right away and let them know that I had returned the table and chairs, and why. I did that. I have made 4 calls, sent three emails, and finally called my credit card company and put a stop payment on the purchase because no one has ever replied to an email, every person I get on the line tells me there is no record of my previous calls. I cannot seem to get a replacement for the table and chairs, nor get a refund. This is the absolute worst company.

DO NOT DO BUSINESS WITH LUXEDECOR. If this Company is not a scam operation, it has run into some major, major problems since the pandemic hit and they will take your money, not fulfill your order and not return your phone calls. Trust Me! Go read the complaints filed against them on the BBB's site -they all tell the same story. People waiting months for furniture they paid for and were told would arrive in 1-2 weeks; people calling the company and being put on hold for 8 hours or more; customers being told someone would call them back but never hearing another word. If you're lucky enough to get "Kay" on the phone, she'll hang up on you. If you have paid money to LuxeDecor and have not received your items or have received faulty items, file a complaint with the BBB immediately. Alternatively, file a complaint with your local small claims court (they are doing business only online and therefore they have subjected themselves to personal jurisdiction in every state in this country). Finally, call your credit card company and report your charges as fraudulent. They are being reported to the Attorney General so hopefully this will stop soon. Good luck!