Ccaetano

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Verified Reviewer
| map-marker Orange, New Jersey

Replacement cushions

I need now if possible order new cushions for my sanctuary outdoor sofa.

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Uvaldo Jam

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Verified Reviewer
| map-marker Concord, North Carolina

Luxxella - Chair Review from Concord, North Carolina

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Worst company service I have ever received. Repeatedly lied to about delivery date, was never given a tracking number, and then received a damaged chair.

I then had to file a claim that was rejected because they could not read English, and then was told they could not see a broken chair in one of the ten photos I sent. Made me send a video of the damage, and then said the claim wasn't valid because I filed more than once.

They just run you around and I still have not gotten to speak with a person in the supposed claims department. Very upset

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Reason of review:
Damaged or defective
Anonymous
map-marker Boulder, Colorado

Worst buying experience of my life

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Let me start by saying that we love our Luxxella furniture. The price was right and it looks great and is comfortable.

But getting to this point has been really painful and not worth it. We ordered in November and it is the end of February and we FINALLY have everything we paid for. The original order came with missing pillows, no clips, the standard fabric when we had paid for Sunbrella upgrade and a mis-shapen pillow. Each one of those issues took numerous phone calls and lots of time.

I literally had to call every week, escalate to a supervisor and threaten to file a dispute. Their customer service rep Francisco who handles my part of the country is the rudest, smuggest, most arrogant person I've ever worked with and he lies as a matter of course. "I'll personally walk back to the warehouse and package up your covers myself" was the last thing he said to me before I called the next week and challenged him and finally got him to put me through to his supervisor.

The supervisor did help but even with her, I was the one who had to follow up on everything....they don't know the meaning of customer service. In hindsight, I'd rather pay a little more and get what I ordered and be treated with respect and honesty!!!

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Pros:
  • End product
Cons:
  • Having to call weekly to get what i paid for
  • Being lied to
  • Waiting 2 months to get what i ordered
Reason of review:
Poor customer service
1 comment
Guest

you are lucky you got anything at all, except a charge on your credit card.

Anonymous
map-marker Phoenix, Arizona

Wrong color covers, horrible customer service

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stay away from this company. It has been 8 months and I still have not received correct sets of furniture.

For the first two months, called them every week and every week they assured me that correct furniture is in the mail. Was forced to file dispute through my credit company. They eventually sent me correct covers, but only for half the furniture I ordered. It has been 8 months with no resolution in sight.

Their discounts truly not worth the aggravation.

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Loss:
$3800
Reason of review:
Problem with delivery
Anonymous
map-marker San Diego, California

Didn't receive full order -- company charged full amount -- not responding to emails and won't answer phone

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We ordered an 11-piece set, but only 7 pieces arrived. Delivery was two weeks longer than they had promised.

After two months of complaining about the shortage (through email and voicemail, because no one ever answers their phone), I am giving up and will try to reverse the charges to my card and will file a claim in small claims court if that doesn't work.

This seems to be a scam operation. Check out the complaints on LA BBB. Many unhappy customers.

I also suspect that the Sunbrella fabric they offer (for a large premium) isn't actually Sunbrella -- just has a counterfeit Sunbrella tag on it.

Beware of this company.

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Loss:
$800
Pros:
  • Furniture
Cons:
  • Lack of integrity
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Fairfield, Connecticut

Ordered - - paid - - and no delivery - - - 7 weeks!!!

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Same issue as the other posting. We ordered our patio set, have the charge clearly shown on our credit card, but no shipment!!

My wife and I have spoken with "representatives" of Luxxella but no confirmation of shipment. Now seeking legal options. Have heard multiple times of shipment but no receipt or confirmation. Customer service reps on phone clearly are conditioned to concerns and are quick with "new" delivery dates and limited discounts.

We are now on our 4th delivery date with absolutely no shipment details. Imagine that.

At this pint we will be working through the CT Attorney General's office to get our money back.

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Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

1 comment
Guest

I placed an order on 8/25/15. Charged my card same day $2,000.

Have had different reps tell me different ship dates which none have occurred. Cannot reach anyone in the company. All calls go to voice mail, closed for after hours (during open hours) and chats go unanswered.

Company appears to be very shady (scam) out to take your money and give you excuses. I also had fraud charges on my card shortly after providing my CC card info to this Luxxella and had to have my card replaced by AMEX.

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