ComplaintsforLuxe Home And Travel

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 3/19/24 I attended a 1 hr sales LUXE home and Travel presentation and was promised a voucher for flight and hotel which I have received - but have not received the $100 dining gift card which was supposed to ship 4/6 weeks later. To date I have not received gift card. The above was compensation for my time. Voucher for Flight and Hotel received Z-***** attended 3/19/24 presentation and was told in 4-6 weeks gift card would be received. To date I haven't received it.

  Business response

  05/08/2024

  Dear ****,
  
  Thank you for raising this important concern with us. Following your inquiry, we promptly engaged with the fulfillment provider to investigate the issue at hand. Upon review, it was brought to our attention that there were two prior registrations associated with ****** in July and August of 2021. It appears the system flagged the registration due to multiple entries, consequently hindering the dispatch of additional vouchers.
  
  After a thorough examination of the situation, we had the opportunity to connect with ****** directly. Our discussion revealed that the previous registrations stemmed from his participation in other seminars, which had inadvertently led to the confusion. Rest assured; we have taken immediate steps to rectify this oversight. Today, we are dispatching additional vouchers to ****** along with a supplementary bonus as a gesture of goodwill to acknowledge any inconvenience caused.
  
  We recognize and value the role of consumer advocacy organizations like the BBB in facilitating resolutions for customers such as ******. Your diligence in highlighting this matter has enabled us to address it swiftly and amicably. We are grateful for your continued support and trust in our services as we strive to ensure a seamless and satisfactory experience for all consumers.

  Best regards,

  Luxe Home & Travel

  Customer response

  05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to a presentation mid-March and were given a free Gift of 2 nites stay and airfare anywhere in the **. We were told 4-6 weeks to receive this. It is past 6 weeks and we have not received this.We went home after the presentation and were very skeptical and looked up the company. We were not pleased with the results but nothing gave us a sense that we would not get this gift.

  Business response

  04/26/2024

  Dear ****,

  Thank you for bringing this matter to our attention. We have reached out to the promotional supplier, and they have informed us that there was a delay due to one of the gift items being out of stock. They assured us that the package is currently in process and should be received by the Larsons within a week or so, depending on the mail service.

  Additionally, they will be contacting the Larsons directly to ensure they receive the package.

  We appreciate your diligence in bringing this issue to light, allowing us to expedite a satisfactory resolution promptly.
  

  Sincerely,

  Luxe Home & Travel 

  Customer response

  04/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** And *****************************

  Customer response

  06/27/2024

  This is the second time I have reached out to you. The last time the company Luxe home and Travel said we would have our promised gift in 10 days and apologized so I said it was good. WELL we do not get the gift in 10 days and when we did receive it, it was expired! They had told us at the presentation that when we received the certificate we would have 4-6 weeks to decide as it was hotel and airfares. We went to a presentation by them (we are in our 80s and took a ferry and a bus) that was supposed to be something that it was not. We thanked them and everyone that came was to get a free gift certificate to come in 4-6 weeks. It did not !! I tried going thru the channels of the website and googled it and tried everything to no avail so I filed a complaint with you all - BBB. Again, they came back thru you saying it would be here in 10 days. It was not. When I went back to your site it had their address and phone. The phone was disconnected and I sent a request to their snail-mail address and it was sent back - return to sender, not at this address! After they said it would come I received this email that I will upload a picture of. As I said I did try to let them know and the address bounced back every time. I received this email: *************************************** Promo gift April 26, 2024 at 7:26:14 AM To ********************* Your package is en route to post office and you should receive it within y-10 days. Sorry for the delay. Please let us know when you receive it. I sent a response after we did receive it telling them it had expired. I included a picture. We received no response. I have sent it several times . . . . .no response!

  We would like to receive the gift certificates promised that are not expired so that we may take advantage of what we were promised.

  Business response

  06/28/2024

  Dear ****,

  We are grateful for your attention to this matter appreciate your efforts in sharing your concerns with us. Upon review of the complaint, we took immediate action by instructing the promotional company to expedite the delivery of certificates to the Larsons. The delay encountered in the process, resulting in the certificates arriving in an expired state, was indeed distressing.

  Today, we proactively engaged with the certificate supplier to rectify this situation promptly. We have ensured that the Larsons will receive the vouchers via email (return receipt requested) to ***** them the full thirty-day activation period as required.

  Your feedback is invaluable to us, and we acknowledge the importance of addressing and resolving issues such as these in a timely manner. We are confident that the measures implemented today will serve as a permanent solution to prevent any recurrence of such occurrences.

  We extend our gratitude to the Better Business Bureau for facilitating this dialogue and enabling us to reach a satisfactory resolution. Should you have any further concerns or require additional assistance, please do not hesitate to contact us.

  Warm regards,
  

  
  

  Customer response

  07/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I did receive new vouchers, however when I went to the website to get the information to get the certificates my ********* of America blocked the charge of $9.95 to complete the transaction.  Yes, it was declined and I couldnt figure out why so I called the bank.  And the bank told me the site/company that sent the info and were asking for the $9.95 to continue - RED FLAGED THE ***** FRAUD DIVISION !

  
  so it obviously is on the banks radar for fraud.   I sent a message back to them to please. Please follow thru with the vouchers from a reputable company and not one that is red-flagged at the bank as a fraud. 
  

  We want ourgifts that were promised !!   From a reputable company. 
  
  Sincerely,
  
  ****** And *****************************

  Business response

  07/09/2024

  Dear ****,

  Thank you for bringing this matter to our attention. the realm of online transactions, encountering bank fraud alerts is a customary practice. Its essential to note that the presence of a fraud alert doesnt necessarily indicate actual fraud; rather, it often signifies a precautionary measure by the bank to ensure authorization from the cardholder for the transaction.

  Throughout our longstanding relationship spanning over a decade, we have facilitated thousands of successful transactions with this vendor, which has instilled confidence in both us and our extensive client base regarding the integrity of their operations.

  To address the current issue, we recommend that the customer consider utilizing an alternate credit or debit card to proceed with the transaction smoothly. Given the unique nature of the offer tied specifically to this vendor, there is no available substitution. However, we can assure the customer that by adhering to the promotional guidelines, we will guarantee the vendor's fulfillment of their obligations.

  We express our gratitude to the Bureau for bringing this matter to our attention, enabling us to swiftly address the concerns raised by the consumer.

  
  Sincerely,
  

  Luxe home & Travel 
  

  
  

  Customer response

  07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am rejecting this until our bank accepts the company transaction.  We had to get new credit cards after the last transaction issue with them.   So I will expect another email with the information to go to the website to get the certificates.  If it all works well then we can move forward with accepting this companies response. 
  
  Sincerely,
  
  ****** And *****************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a mailer from Luxe Home and Travel inviting me to a presentation. The mailer promised me free airfare for 2 persons anywhere in the lower 48 ******, a 2-night stay in a hotel and a $100 restaurant gift card if I attended a 1-hour presentation. I called the indicated number, made an appointment for the March 19, 2019 presentation at the Marriott in **********, ** and attended. The beginning of the presentation involved repeated promises that I and the other attendees would get the promised gifts and described the gifts as above. Then a presentation was made about what is a sort of buying club with a $6999 entry fee + $399 per year. I wasnt interested in the product and told that to the presenters assistant. The assistant required me to relinquish the mailer and another form hence my inability to provide it to you. He then gave me ** A.As you can see, I did not actually get the promised gifts then, just this form. I visited the website, and got ************** the free airfare had turned into a $49.95 payment and the airfare was now capped at $1000, i.e. $500 roundtrip for each person, hardly enough to fly anywhere in the 48 states.Nothing came in a couple of weeks, contrary to the statement on ** A saying Allow up to 7 business days for processing. I emailed Luxe. ************************* (owner?) replied and said the small print said wait 4-6 weeks (contrary to the bold 7 business days) but after a more emails his colleague emailed me what purported to be airfare and hotel. Now there was a $50 fee + a 1-mo lead time and I would have to pay $50 without an actual reservation, just the apparent right to make one under somewhat limited conditions to only 23 places, not all 48 states (see ** ******* I have not sent $50 given the fraud so far.Ive never received the $100 restaurant gift card and ************************* indicated this was just a discount, not a real gift.

  Business response

  04/19/2024

  Dear ****,
  Regrettably, ******************************** experience did not meet his expectations. Notwithstanding, the promotional items that were promised were delivered as committed, with an additional bonus offer extended to him to address any perceived inconveniences.

  Upon review of the documents provided by ********************, it is evident that he acknowledged the tax implications, associated fees, and registration costs. Admittedly, the document quality in one instance was subpar, rendering the fine print regarding processing time illegible.

  While ******************** expressed dissatisfaction with the offer, we are prepared to compensate him for his time as requested. Additionally, we will facilitate the reimbursement of expenses incurred for his time and fuel.

  It is important to note that all pertinent information, including the disclosures, was prominently displayed on the mailer, with an extra copy furnished to ******************** upon his request.

  We express our gratitude to the Bureau for providing a platform to address and resolve such disputes. We are pleased to reach an amicable resolution to this matter.

  Thank you for your assistance.

  
  Sincerely, Luxe Home & Travel

  Customer response

  04/19/2024

  
  Better Business Bureau:

  The middle paragraph of Luxe's response said, "we are prepared to compensate him for his time as requested. Additionally, we will facilitate the reimbursement of expenses incurred for his time and fuel." I take this to mean that Luxe will send me a check for $54.33, the amount I stated as acceptable compensation in my complaint. In case Luxe does not have my address, I've printed it below.

  Based on this representation, I accept this outcome -- i.e. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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

  ***********, ** *****

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