• LuxeDecor

LuxeDecor

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Overview

LuxeDecor has a rating of 4.1 stars from 1,238 reviews, indicating that most customers are generally satisfied with their purchases. LuxeDecor ranks 37th among Furniture sites.

Positive reviews (last 12 months): 11.1%
Positive
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Absolutely horrendous experience and the worst customer service on planet Earth.
How would you rate LuxeDecor?
Top Positive Review

“Very quick response to my dumb question about a lamp I bought”

Ryan J.
5/24/23

I ordered a lamp from them, and when it came, I though there was a manufacturing defect. I e-mailed about it, and within a day they had checked with the manufacturer and sent me instructions for adjusting the "defect" (it was not really a defect after all but just some shifting that had occurred during shipping). I really appreciated the quick replies and help. Finding good service is tough these days.

Top Critical Review

“Fraud - Luxdeco”

Siddharth A.
1/14/24

I have placed an order worth 10K in the month of May 2023 with the delivery date of Aug 2023. We started following up with Luxdeco on the delivery schedule but there was no response from them and they later said there was some mismanagement with our order and agreed to pay the refund. We have been chasing since Sep 2023 for our refund but nothing credited as of now. We have called them many times with the same response that their accounts team is processing the payment. Very bad customer service. No response from their management. Worst experience with this company. This company is a fraud and cheater. We will be going to the police to file a complaint against them.

Reviews (1,238)

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Reviews that mention popular keywords

customer service (163)
Thumbnail of user sherrycmarquis
1 review
1 helpful vote
February 7th, 2024

Beware of this company and read the immense amount of BBB complaints before shopping here.
Their 30 day return policy is a scam…even for items that are eligible for return and within the 30 day window, still in the package, they make you waste hours with phone calls and emails only to tell you they will open a case and get back to you. They try to avoid returns at all cost and hope you will give up they make it so hard. They are scammers.
I purchased a lighting fixture, the dimensions are not as advertised on their site, and I wanted to return it within a week of purchase. Should be simple, but I could not get anyone from customer service to process my return nor agree to refund my credit card. They play games. Bad customer service, bad company not honoring their return policy.

Thumbnail of user siddharth.agarwal
1 review
2 helpful votes
January 14th, 2024

I have placed an order worth 10K in the month of May 2023 with the delivery date of Aug 2023. We started following up with Luxdeco on the delivery schedule but there was no response from them and they later said there was some mismanagement with our order and agreed to pay the refund. We have been chasing since Sep 2023 for our refund but nothing credited as of now. We have called them many times with the same response that their accounts team is processing the payment. Very bad customer service. No response from their management. Worst experience with this company. This company is a fraud and cheater. We will be going to the police to file a complaint against them.

Thumbnail of user kathy.thome035
1 review
4 helpful votes
December 25th, 2023

Bought table fireplaces in November and they took my money...2 months later, still waiting snd NO RESPONSE when inquired. DONT BUY FROM THIS COMPANY.

Tip for consumers:
DONT BUY FROM HERE!!

Products used:
None as it never came. Just robbed me if my money

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Thumbnail of user sunnyb86
1 review
4 helpful votes
October 20th, 2023

2 months and my order has been lost for over a week then damaged during shipping and not delivered. I have called customer service 15 times in the last 2 months but all they tell me is that someone will be calling me to resolve the issue but they NEVER do. Customer service won't help me, they refuse to refund my 2500 and I never received the product.

Products used:
No product was ever delivered. It was a bed

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Thumbnail of user sarahh2356
1 review
5 helpful votes
December 20th, 2022
Verified purchase

This was been the worst experience. I have been trying to get an item fixed that came in broken for 6 months, they are very slow to reply and will only take requests via email! They have made it very difficult and are now making accusations in order for them not to fix the broken product! I'm very disappointed in this company and will not be recommending any products of theirs to my clients!

Tip for consumers:
DO NOT BUY!

Products used:
Trying to use a broken umbrella

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Thumbnail of user ikab
5 reviews
5 helpful votes
May 26th, 2023

Broken and defect Product Order #: *******

I ordered the A.R.T. Furniture Morrissey Bezel Two-Drawer Nightstand from Luxe Decor, the item is beautiful but unfortunately arrived in Broken and Defect condition.

I contacted the live chat service, after providing them with the photo of the damaged product, they said that the relevant Team will contact me via email.

Couple days after the live chat, we received an email that requesting us to explain the detail of the damage and to send photo/video regardless I have send it via live chat.

After several email exchange, it was not clear on how long they will resolve the issue. They could not give the estimate time frame and responded -quote -"I do understand and I am really sorry for the inconvenience, but as you might now we do not manufacture the products on our own so a lot of things are not depended on us"

It was not expected from a distributor or shop at LuxeDecor calibre, they should have a fast and strong customer service backed up with clear commercial terms with their manufacturer so the can response promptly to customer claim.

I DO NOT recommend to but from LuxeDecor

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Thumbnail of user jayd189
10 reviews
36 helpful votes
February 9th, 2022

There is no way the reviews on here are not paid for! This company claims to have a "trade account" you will find with a simple Google search it is a complete scam! They solicit items that are marked "in stock" they then allege the items are canceled, cancel your order and then re-solicit you promising discounts; no discount and hundreds of dollars more than numerous vendors! Total Scam!

Tip for consumers:
DO A GOOGLE SEARCH TO FIND THE EXACT SAME ITEMS AT A LOWER PRICE, NO "TRADE ACCOUNT" AND IN STOCK!

Products used:
ELK HOME CANE BACK CHAIRS NOIR

CIGAR BROWN ARM CHAIR

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Thumbnail of user tatjanah1
1 review
22 helpful votes
July 30th, 2020

Ordered jewellery box for royal customers in kensington. The item was supposed to be returned and we never received our money nor item
Back. This company is very very bad and can't be trusted. Don't buy here! Attached you can find how we returned the item. We also sent the box extra after they said we won't get our money back (we are royalty don't forget) we sent the carton and we're told it hasn't arrived although receipts were there and stated different. This is a very dangerous company. Don't get involved!

Thumbnail of user sueb768
2 reviews
1 helpful vote
March 24th, 2022
Verified purchase

I purchased a rug and shortly there after tried to cancel the order as it had not shipped. Was informed that in fact it was shipped even though the email I received stated otherwise. Requested a return of the item at that time on Monday. Tuesday I received an email stating that it would cost $25.00 to ship back the rug I had not received yet. The rug showed up on Thursday. I now have to ship it back and pay $25.00. Sketchy business from the get go! Buyer beware

Tip for consumers:
Sketchy, purchase had to be approved by a consultant! Lame! Should have gone with my gut on this company!

Products used:
Purchased a rug but cancelled the order. Barged a shipping fee to return

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Thumbnail of user laurac1148
1 review
26 helpful votes
August 20th, 2020

After multiple phone calls, message chats and emails I finally received my furniture over a month late. I was relieved until we opened the boxes. Badly damaged furniture that is beyond repair - I'm so disappointed and disgusted by this company, Close to $3000 and all this run around. I feel swindled. Pictures of headboard and dresser that were delivered to me

Thumbnail of user crglaze
1 review
0 helpful votes
July 13th, 2023
Verified purchase

I ordered 4 sets of 2 chairs. They only shipped 4 chairs despite the order form indicating a quantity of 4 sets of 2 chairs. They will not give me the 4 chairs they have shorted me. I have had to repeatedly ask for updates on the issue - they are not proactive and you have to stay on top of their customer service department to get any responses. Despite that, they still will not send me what I paid for. Note that I placed this order in DECEMBER 2022 with an expected delivery date in April. Nothing was delivered until June. Now, they won't even fulfill my order.

Tip for consumers:
Do not deal with this company.

Products used:
Table and 4 chairs. Still waiting on 4 other chairs. Also the table base was damaged, so I'm waiting on a replacement base that is supposed to be shipped in August.

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Thumbnail of user marcelloc4
2 reviews
0 helpful votes
January 18th, 2023

Paid for white glove delivery... delivery team clearly did not want to deliver kept saying it would not fit when it would and then saying they could not put it together today. So they took it back now they want to charge me a return fee after I already lost money taking a day off of work for a delivery that did not happen. Save yourself problems and go elsewhere

Tip for consumers:
don't shop here

Products used:
bedframe

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Thumbnail of user karia47
1 review
1 helpful vote
September 20th, 2021
Verified purchase

We received our furniture 7 MONTHS late. We ordered in December 2020 and were told 7 weeks. The furniture was received in September 2021. They shorted us two chairs that the delivery people as well as several customer service reps agree we clearly ordered yet the manufacturer refuses to give them to us so our money has been stolen by them in an attempt to try to get us to order more. They are a mess. Don't bother.

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Thumbnail of user donl387
1 review
2 helpful votes
February 4th, 2022

I ordered from LuxeDecor back in August of 2021 knowing full well we were in a supply chain crunch. So, that wasn't a surprise that the ship dates kept being delayed. So, December comes around and I finally received ship dates for the 3 items I purchased. The item from Hooker delivered without issues, the items from Bernhardt were a nightmare. They shipped someone else's furniture to me after the carrier sat on the pickup for 2 weeks. Another month of my constant intervention, they finally delivered the last remaining pieces, but again this was two months after they said it was ready. I fault Bernhardt with this issue, their warehouse team was at fault. However, some things to note about LuxeDecor, please expect to do your own logistics and delivery scheduling. Reach out to the carrier on the tracking, do not wait for them to call. My interactions were LuxeDecor were cordial and again, I don't fault them for the delivery issue, but as far as any support after an order ships or with resolving delivery issues, don't expect them to act on your behalf. You'll need to pull up your bootstraps and intervene directly.

Products used:
A couch, chair, and console table.

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Thumbnail of user brians2798
1 review
1 helpful vote
April 8th, 2022

I have been waiting for a $4,0000 outdoor table since June 2021 (paid for in February 2021). It was delivered in June but delivered badly broken. Waited for a replacement until March 2022. Delivered but not enough workman for white glove set up. So left on truck. Still waiting for delivery over a month later. Very useless phone help. Keep saying they will get back but never do. Passive aggressive on phone while accomplishing nothing. Have asked for my money back. Still waiting.

Thumbnail of user stephenl570
1 review
20 helpful votes
August 5th, 2020

Once they have your money the service stops. Ordered in May for a June delivery. Received an email for delivery in early July. It's August 6 and still no delivery. I will say that on July 27, after waiting 25 minutes on the phone I spoke with a delightful rep, Jasmine. She was the only bright spot in my dealings with this company. After that nothing! Terrible company!

Thumbnail of user josephl1091
1 review
6 helpful votes
March 10th, 2021
Verified purchase

Do yourself a favor and order from somewhere else. How this site has so many good reviews is beyond me. 0 communication about my delayed order other than saying that their "vendor" is not responding re shipping. They are making their own company business problem my problem. Find another retailer!

Thumbnail of user nancyb2699
1 review
1 helpful vote
April 1st, 2022

The customer service is terrible/non existent. Advertised products are not available. They take your money and don't resolve issues.
Biggest $9,000 purchase mistake EVER. I've been try to resolve since November.

Thumbnail of user laurab2997
1 review
2 helpful votes
March 4th, 2022
Verified purchase

I ordered four rugs from Luxedecor, and discovered a couple of days later that I could have ordered the rugs on Amazon, direct from the manufacturer, for anywhere from $43 to $69 less/rug. My bad. I should have looked harder than I did before I ordered. To their credit, the rugs did arrive in a timely fashion. I called them up and kindly requested a price adjustment. They told me they absolutely would NOT extend the courtesy of a price adjustment once the items had been shipped. I read their return policy and realized that they don't offer free returns (it is plastered everywhere on their website that they have "free returns"), it's on you to pay for return shipping (okay, not too unreasonable), but they will deduct from your return a certain dollar amount (determined by them, and who knows how they determine that) for shipping it to you. They don't tell you this amount right away, but rather email you the amount within a couple of days. Then, if you have decided to return, you have to call them back and jump through a couple more hoops to get an authorization or something and then they will send you the shipping information (you can't find out how much shipping is until you have an address). After I got the email that told me how much they were going to deduct from my refund, I realized that it would end up costing me more to return and pay for the shipping than I could save. So, BUYER BEWARE of both their "Free Returns" and their pricing. Shop around before ordering from LuxeDecor!

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Thumbnail of user georgem1197
1 review
22 helpful votes
August 6th, 2020

We ordered a Small end table ($600), the order site stated items ship in 5 to 10days. After three weeks and several calls finally reached them. Told then to cancel order if not being shipped immediately. They said it was going out right away, with tracking information. When it showed in transit we kept waiting, finally got hold of the shipping company and arranged delivery. They sent a table with the wrong finish. I have spent a month trying to arrange return, numerous email back and forth. Customer service is very nice when you can finally reach them, but the company is very inept. I'm still trying to arrange return but it's like pulling teeth. Buy somewhere else!

Thumbnail of user gagank12
1 review
5 helpful votes
May 24th, 2021

We had a terrible experience with LuxeDecor. Ordered an entire bedroom set as "White Glove" with assembly included but the delivery person told us he was contracted to spend no more than 15 minutes, and would do only what could be done in 15 minutes. He couldn't guarantee that he could even open all the boxes in that 15 minutes, let alone assemble the furniture.
We would not recommend this company to anyone.

Products used:
None. We returned the entire set because we could not assemble it ourselves.

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Thumbnail of user yannam1
1 review
0 helpful votes
February 2nd, 2023

Ordered a rug from Luxdecor, the size is much smaller than what we ordered! It took them 2 weeks to get back to me. They're charging me restocking fee and shipping fee. A total of 250 dollars for a mistake the company made! Don't order from this company!

Products used:
Rug

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Thumbnail of user mimif10
2 reviews
0 helpful votes
December 10th, 2022
Verified purchase

I am very disappointed in this company...promises on website ready to ship - then nothing ships.

The website showed when I purchased 2 items that both were in stock and that I would receive them with in 3 weeks. This is the only reason I was purchasing them I needed them sooner than later. After over 1 month I received 1 email stating 1 of my item items was on back order til spring on 2023. LOL! The website clearly was false advertising prior to this. I reached out and then they finally got back to me - VIA EMAIL ONLY...that the vendor discontinued the product. So I asked for a refund on the first item. Thinking that the other item would be arriving any time, i have been waiting over 5 weeks now.
NOTHING! Today, I have reached back out to them and told them to either send the 2nd product with in the next week. Or cancel it.

2 out of 2 on 1 order - with no proactive communicating. I will not be purchasing in the future.

Tip for consumers:
walk away, do not purchase from LUXDECOR

Products used:
never received any

Service
Thumbnail of user susanf2469
1 review
1 helpful vote
August 15th, 2023

If you purchase from them, yoiu better be sure you want the item because they are hard pressed to be fair about refunding your money. I bought an outdoor courch.which cost over 1100. While in transit to my home, I called and canceled. I had to wait a gppd two months for a refund and then they tacked on all these fees. Transit back and forth, and while they claim there was no restocking fee, all I was refunded was about 400.00. In my opinion, while I hate to use this word, it''s highway robbery and they are nothing more than thieves. Be sure you want the item you are purchasing cause they don't take kindly to returns.

Products used:
bought an outdoor couch

Thumbnail of user michelem1225
1 review
0 helpful votes
June 6th, 2022
Verified purchase

I ordered a Temple brand sofa back on 11/08/21. On ordering, I was given a delivery date in February, and the only shipping option was "doorstep delivery", so I asked specifically if they drop it in the yard or bring it inside the front door. I was very relieved when the sales rep said, "ma'am, they'll bring it inside the door". The next day, got an email stating I now have a delivery date of 06/06/22. I was apprehensive because they had over $3k of my money for 8 months while waiting. I emailed every couple of months asking for any updates. Always the response was 06/06/22. So today is 06/06/22 and I have no sofa. Their third-party shipping service (that the customer service rep today stated is "difficult") arbitrarily changed my arrival date to 06/07/22. When I told them I work a 12hr shift tomorrow and that I'd rearranged my work schedule to accommodate the date id been given, I was told, "our driver will leave it in the first dry place then". That was not ok with me. I was shocked, actually. When I called luxe decor, they did say that they'll call and reschedule the delivery AND CHARGE ME $100 to carry the sofa the three feet from the yard into the house (no stairs), even though I had clarified this in the beginning as part of the delivery process. It's afternoon on 06/06/22, the day my sofa was promised 8 months ago, and I still do not know when it's coming and Luxe Decor has yet another $100 of my money. I'm not pleased and I would not recommend this store. The communication is very difficult and the service is poor. I just hope I get my sofa at some point…

Tip for consumers:
Choose another company…

Products used:
I ordered a sofa on 11/08/21, but as of the promised date of 06/06/22, I have no idea when it’s coming.

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