ComplaintsforeLuxury

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a mattress pad which they advertised as being made in USA, though actually made/imported from China. They used to make a great mattress pad, and those photos are still up on their website- and on Amazon, but after outsourcing, the texture, pattern, materials, are all different and overall very poor quality. When I contacted customer service, they denied a return with full refund because I was FOUR days outside of 30 day window despite product still being in original packaging. (I had been on vacation and did not unpack immediately because I had no reason to believe they misrepresented their product, as their previous version of the pad was wonderful - when it was still made in USA). I also have proof of their fraudulent advertising based on screenshots I took before and after contacting customer service. They were so rude that I simply cannot believe this was the same company I dealt with in the past. In addition to the full refund I am seeking, buyers should KNOW this company's China-sourced products are no longer the same ones as shown on their website!

  Business response

  07/12/2022

  Business Response The customer was aware of the 30 day return policy as she even mentioned in the chat with one of our reps (chat transcript below). The customer also Indicated the reason she hadn't opened the package was because she was waiting on her bed to arrive NOT that she was on vacation. Visitor XXXXXXXX 9:13 AM Order was XXXXXX I think it's been almost 30 days.. was waiting for new bed to arrive and mattress pad got here first. Just now unpacked and saw large "Made in China" notice on package>" The part the customer is referring to that states "Made in the US" has been removed. The actual Mattress Pad the customer is referring to hasn't said "MADE IN THE USA" in over two months. We sell many different mattress pads. The customer was also already refunded before filing with the BBB. I've attached proof that the customer was already refunded. No further action is needed.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a Mattress topper and emailed a few weeks after to say not working out and ordered a different one. I would return original one. The first email was sent April 18th. Their customer service said I did not have to return it and because I ordered a different mattress pad would refund the first one of $136.08 to my credit card. They said it would take 2-5 business days. I am still waiting and it's not my bank but their customer refund area. To me if your stating that you will refund my credit card then it should be honored not going back and fourth with emails. I am still waiting for refund and feel this will not happen at all.

  Business response

  05/13/2022

  Business Response The whole customer service team was unaware that the payment processing system had been switched out. This is why, we kept getting that the refund was sent, when in fact it wasn't. We had upper management and payment processing look into this and found that it was being kicked back to us in the back end, unfortunately resulting in the customer not getting her refunds, as she indicated. We were able to have our processors go back to the old system and initiate the refund to the customer. This issue has been resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩