ComplaintsforLuxury Presence

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Luxury Presence failed to provide a level of service / communication sufficient to accomplish the agreed task, creating a website for me. ($1,000 paid up-front)I reported their platform to be beyond my ability alone, and asked for their assistance to guide me. My primary objection with this company is their lack of any support and impossible platform to work with, as their "sandbox does not allow for previewing anything. Meaning, as I select fonts and upload pictures and logos, I have no ability to preview it so see how it will appear online. That alone, is absurd and makes the time spent, worthless. I emailed to say they can retain $500 of my initial $1,000 payment and return to be the remaining $500 and stop all future billing. A very fair compromise considering their complete lack of assistance. On May 27, 2024, I logged into my account **********************. It was deactivated I have tried to work a solution with Luxury Presence. The refused to help. They deactivated my account. At this point, I expect a refund of the $1,000 previously paid and to stop all future billing, which they may begin in mid-July

  Business response

  07/04/2024

  I want to begin by sincerely apologizing for any frustration or inconvenience you've experienced during your engagement with Luxury Presence. Your feedback is invaluable, and we take your concerns seriously.

  I have reviewed and understand the issues you've raised. I am writing to confirm that we have submitted a refund request of $1000 as of July 4th, which should be processed within 5 business days of the request. The delay in the refund process stemmed from our sincere commitment to addressing your concerns and finding an optimal solution for you. We regret any misunderstanding during this time.

  Customer response

  07/08/2024

   
  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. If the business performs on their promise, I'll be satisfied.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 21, 2024, I initiated the process with Luxury Presence to develop a website for my company. Throughout the entire duration of the project, I consistently communicated my dissatisfaction with the lack of attention to detail and the failure to capture the luxurious aesthetic. Despite my repeated emails to my assigned representative, these concerns were continuously disregarded.Unfortunately, the situation took a turn for the worse on March 28, 2024, when my website was launched and an immediate payment was deducted from my account. To my dismay, the website was not even remotely functional, lacking the essential *** integration that was promised.Upon reaching out to my representative, I was met with dismissive responses claiming technical difficulties with the *** integration. As of today, April 4, 2024, my website remains non-functional, rendering it useless to my clients. In light of these issues, I made the decision to revert to my previous website provider.Furthermore, despite my explicit request for a complete refund due to the abysmal service and non-delivery of a functional website, I have received no response from Luxury Presence. It is unacceptable to have been charged for a service that not only failed to meet the expectations but also severely hindered the professionalism and functionality of my business.The lack of communication and accountability displayed by Luxury Presence is deeply concerning. It is inconceivable that a company specializing in web development would provide a product that reflects so poorly on the businesses they serve.I am requesting a full refund for the wasted time, resources, and the damaging impact on my business's reputation caused by the incompetence of Luxury Presence. My clients deserve a functional and professional website, and it is clear that Luxury Presence has failed to deliver on its promises.

  Business response

  06/24/2024

  We acknowledge and deeply regret the issues you have encountered with our services. Please accept our sincerest apologies for the frustration and inconvenience caused by the failure to meet your expectations and deliver a functional website for you. Upon reviewing your case, it is clear that there were significant shortcomings in our communication and service delivery processes during the development of your website. We understand the importance of capturing the luxurious aesthetic you desired and ensuring the promised IDX integration was fully operational upon launch, which it was not.

  We recognize that the website delivered did not meet the standards we strive to uphold, and we take full responsibility for the dissatisfaction that you had as our client. This situation falls short of the level of service we aim to provide to our clients, and we are committed to rectifying it promptly. Regarding your request for a refund, we processed a refund for you in the amount of $680 on April 11th, 2024.

  Once again, we apologize for the inconvenience caused and thank you for bringing these matters to our attention. We remain committed to our clients and providing the best possible experience while they are with Luxury Presence.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2023, I hired Luxury presence to build a website for my real estate business and prepaid a year of monthly hosting fees. After several conversations, I was unhappy the design of the website and the lack of creative direction and decided that I would use another service to build my website and informed Luxury presence in June 2023 that I would like a refund of the prepaid monthly hosting fees and they could keep the $500 design fee. My contact ignored my request multiple times. I have now been passed on to two other people within the company who insist I can't have a refund and must continue working with their designers to complete the website. It's now mid Sept2023 and I would like some help to negotiate a refund since the company has repeatedly refused my requests to end our business relationship.

  Business response

  09/26/2023

  I want to begin by sincerely apologizing for any frustration or inconvenience you've experienced during your engagement with Luxury Presence. Your feedback is invaluable, and we take your concerns seriously.
  I understand the issues you've raised. Firstly, I want to confirm that on September 20th, we processed a full refund for the prepaid monthly hosting fees, as you requested. The delay in the refund process stemmed from our sincere commitment to addressing your concerns and finding an optimal solution for you. We regret any misunderstanding during this time.
  Regarding your dissatisfaction with the design and creative direction of your website, we acknowledge that our initial efforts fell short of your expectations. We genuinely apologize for any frustration this may have caused.
  Moving forward, we aim to improve our customer experience by taking the following steps:
  Enhanced Communication: We recognize the importance of clear and effective communication. We will work to ensure that our customers receive prompt responses and have a direct line of contact for any inquiries or concerns.
  Refund Policy Clarification: We will review and clarify our refund policies to ensure that they are transparent and easily understandable for our clients.
  Service Alternatives: In situations where a client is dissatisfied with our services, we will provide more comprehensive information about the available options, including potential refunds, to help our clients make informed decisions.
  We genuinely value your feedback, and it will help us make improvements to prevent similar situations in the future. While we regret that our initial collaboration didn't meet your expectations, we sincerely hope that these measures will help restore your confidence in our services.
  
  

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