ComplaintsforLux Rack
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Complaint Details
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Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order with this company in Feb. 2024. The first tracking provided finally was delivered but to the WRONG state! I emailed numerous times asking for a refund or reship since I obviously had not received the item. It took months because they would just constantly ask me for my information again or tell me it was delivered. Someone finally looked at the pictures I kept sending showing it was delivered to the wrong state. They said it was now out of stock and would need to refund. Again several more emails had to be sent requesting the refund. Then I received a new tracking number. This again took forever. When it finally said out for delivery it was out for deliver for 12 days. It supposedly was delivered. I verified with the ************* post office and they cannot even access the tracking number. It was not delivered to my home. I sent them the video from my ring camera because they tried to claim someone must have taken my package. Again more emails requesting to either have them comfirm where the package was delivered since it was not to the address I requested, reship the item, or refund me. None of these have happened. It has been 6 months now since I ordered with them. I know I am not the only one this has happened to. I am planning a class action law suit. If this has happened to you, please reach out. This business has horrible customer service and is basically stealing from customers.Business response
09/11/2024
Hi we would need the order number to assist.Initial Complaint
06/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with this company on 4/25/24. On 6/2/24, i received part of my order. I ordered 2 pairs of earrings and 2 pairs of shoes. I only received the earrings and 1 pair of shoes. I've emailed multiple times only to be told all orders have been shipped and I should receive tracking information shortly. That was over a week ago with no further update. I emailed multiple times since then as well as sent direct messages to the company's instagram profile still with no response. If they won't send my order then I need a refund for the item I never received.Business response
06/18/2024
Hi, we would need the order number to assist.Initial Complaint
06/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 2 pairs of shoes and 2 papers of earrings on 4/25/24. I only just received part of my order on 6/2. I did not receive my other pair of shoes. I emailed and dm'ed the company on Instagram about my order. They said the other pair had been shipped and would provide tracking details shortly. 2 days later I still don't have any tracking information or any other update about my shoes. When i emailed and dm"ed again, no response. I want what I paid for.Business response
06/12/2024
Customer was emailed.Initial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order on 4/23/24 and have yet to receive my tracking number. Ive sent them several emails and have contacted their phone number but keep receiving the run around. I requested a refund and submitted a case with Cashapp for a refund and havent received a response.Customer response
05/20/2024
My full first and last name is *************************.Business response
05/20/2024
The customer was already sent her tracking via email, she continues to threaten our staff unnecessarily. We would like for her to review her tracking, and discontinue contact with our company. This is our final response on this matter.Initial Complaint
02/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered shoes 12/10/23 and never received anything. Never got a tracking number. They wont *********** and the phone number on their website is not a working number. This website is a SCAM!!!!!Business response
02/17/2024
Tracking was emailed to the customer on 1/16, and staff replied to the customer's email with tracking on 2/1 (both documented), therefore statements made by customer in this complaint are slanderous and inaccurate in nature. Tracking shows delivery on 1/24 to the customers address, which we will resend to the customer today via email.Initial Complaint
11/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 2 handbags 3 weeks ago and confirmation of payment was received the same day. The confirmation stated tracking emails are sent in **** business days, I've sent emails requesting an update after 10 business days. I received a response 5 days later saying they're backlogged. I've still not received any tracking information, no date of when it will be sent, nothing. They request to be paid via Cashapp so that made me apprehensive in the beginning. I just want the order I paid for. I referred people to this site but after this experience, I definitely would neither recommend or order again.Business response
11/14/2023
Hi, the customer was emailed her tracking information prior to email address: *******************, it has been sent again today. We advise all customers to check all folders including your spam folders. The order was previously shipped and will arrive, we have apologized to the customer previously for any delays in processing due to high order volumes. We are happy to address a return or exchange once the shipment is received. We have also responded to the customers emails, we're not sure why she is not receiving them. Thank you!Initial Complaint
06/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an out fit with the intention that if it does not fit I could return it for my size or my money back. After reaching out to the buyer telling them that the out fit does not fit they told me that I cant return it . They should have stated so in the first place. There was not enough description for me to work with like size . So I have to guess . Now am stuck with something that can fit and they take my money. This is not fair.Business response
06/21/2023
Hi, per our return policy bodysuits are non-returnable or exchangeable due to hygienic concerns. This policy is on our website (link attached) - **************************************************************. We have communicated this to the customer via email prior. Best Regards.Initial Complaint
06/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased two pair of sneakers, size 42. Size 40 were delivered to me in error. I reached out to the company and requested a refund. They agreed to refund me in 7-10 business days from receipt of my return. I haven't heard from them or received my refund after several days beyond the original timeframe quoted to receive my refund. The shoes were purchased in good faith, returned in good faith, but I have not received my refund in good faith as agreed.Business response
06/30/2022
Business Response /* (1000, 5, 2022/06/23) */ Hi there, we have not received your return tracking as noted in our return instructions to you, please send us this information so we can move forward with your return. Best Regards. Consumer Response /* (2000, 7, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Case resolved.
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Contact Information
Customer Complaints Summary
9 total complaints in the last 3 years.
6 complaints closed in the last 12 months.