I placed an order on 2/17 from LuxeDecor for patio furniture totaling $1,346.59 and a charge was applied to my card at that time. It stating shipping would be in 1-2 weeks. On 3/4 I received an email that the shipping had been pushed out to 4/8 for the chairs and 4/28 for the table. I sent an email to cancel the order. I received an email back on 3/7 that the manufacture had been contacted and the cancelation was underway. I needed the product and purchased it locally. On 3/8 the chairs arrived at my residence. The purchase price of the chairs is $796. I contacted the company for a return and was notified that the return would be $238.80 (30% of purchase price) "special order" charge plus $103.92 shipping. The chairs are a stock item manufactured at Polywood which they sell as a "quick ship" item. Their website dedicates a full page to their "30 Day Hassle Free" return policy. Hidden in the policy are 2 significant caviots. 1. Special orders are subject to a return fee. This company does not manufacture product so every single item they can sell they can tag as a "special order" even it is a stock item at the manufacture. No where on the site does it state the fee is a whopping 30% of the purchase price. 2. They are allowed to apply this fee for any order that is cancelled outside of their 24 hour cancelation policy. If you read the online reviews this company is notorious for horrendous customer service with zero ordered tracking. In many cases product is delivered months after it ships. The estimated shipping date is fluid and in my case not even close to the actual date. That said at anytime you decide to cancel you order you are subject to their restocking fee. You basically cannot cancel an order regardless of how poorly it is mismanaged. Items that arrive damage and are returned can and are charged a 30% restocking fee as well. I have to wonder if they intentionally delay and manipulate orders with the goal of charging the 30% fee. This company has established a massive profit center for themselves scamming customers hundreds of thousands of dollars in these hidden and unacceptable fees. I would not be surprised if the majority of their net income is from these fraudulent fees and not from distributing furniture. In addition I have yet to receive the credit for the table to my credit card which I have contacted them daily.
I believe that this company has somehow been able to bury consumer complaints in on-line reviews with bought false positive reviews. The number of reviews vs the size of this company are way off. If you go to Yelp you will get a clear picture of what customers are saying. Over 90% of the reviews are 2 stars or less with the majority being 1 star with an experience similar to mine.
I have contacted the BBB, Illinois Attorney General and the FTC to investigate. This company needs to be shut down.
I highly recommend that anyone that has been wronged by this company file a clam with the BBB under NetRetailers (the parent company). It is very easy to do and you will be given a claim number in several days. The misleading return policy and 30% "special order" fee has got to be stopped.
Stay away from this company!

My husband and I purchased a bedframe on May 5,2021 and received a shipping notification on May 27,2021. Excited to receive our item, I followed the tracking information closely. The tracking info would state our item was arriving the following week, but, when I would check the tracking details that week, it would be pushed back an additional week. Fast forward to the first week in July, and we still had not received our item. This time, the tracking information did not skip ahead and the delivery date was past, but we did not receive a call to schedule delivery. I reached out to the shipping company who said our item was waiting to be delivered. They transferred me to scheduling, but, after a decent wait, circled back to the representative who said they were unable to locate our package. They requested I call back the next day, which I did. The representative I spoke to that day said they still had not located it and to call back tomorrow. I called back once again, but it was 4th of July weekend so they were closed. I called back Tuesday, was 11th in the queue, and, over the course of 30 minutes, never moved up in the queue. I finally decided to request a call back, and, around 10 minutes later, received a call. The automated service circled over-and-over again without ever connecting me to a person, even though I kept pressing the number to speak to a representative. I decided to reach out to Luxe Decor instead and spoke to a representative. I explained the situation and voiced my concern about this item not arriving ASAP because we are moving at the beginning of August. The representative was very understanding and said they would look into it and contact me no later than tomorrow through email. Later that day, I received an email from LuxeDecor stating they were unable to obtain any additional information about our item but would contact me tomorrow when they looked into it further. It is now July 12, and I never received any additional communication. Due to this, I reached out requesting to cancel the order, fearful it would not arrive before we move, and received an email from a LuxeDecor representative saying I could not cancel the package but could reject it when it arrived, which would result in shipping, restocking, and cancellation fees. My husband and I did nothing wrong, but we are being penalized for the mistakes of LuxeDecor and the shipping company. This is by far the worst company we have ever worked with, and I would give them zero stars if I could. Even though their furniture looks beautiful, the entire ordeal has been a massive headache and stress factor. I would think twice before using this company.

Ordered two popular American Drew (Lazy Boy) end table pieces from LuxeDecor of Chicago on September 07,2018 (order# *******). Both items shipped out of Atlanta warehouse 09/13/2018 for delivery to my home outside Orlando... After Three phone calls, tables were delivered on September 27,2018, via a sketchy old 1960's moving van with no markings (including no DOT Lic. #)... After unpacking found the following damage:
First End Table:
1- The box had obviously been repacked as large portions of styrofoam were broken and contents were loose
2- Hardware bag was coated with clear tape and masking tape yet all the hardware was lose within the shipping box.
3- There were no assembly instructions in the shipping box like the other box/ piece of this set.
4- A wooden dowel to one of the legs was broken
5- on this same leg a red streamer labeled hardware was stapled to the exterior portion of the leg. This left two holes after I gently removed the staples
6- One of the corners of the table was
Defected. It didn't appear to be internal shipping damage, but rather a manufacturing defect...
Second Table
7.- Three of the four sides of the table top were delaminated. Obviously a manufacturing defect.

Contacted LuxeDecor on September 28,2019 to start a claim. On September 29,2019 povided them with written detailed explanations of the damage and pictures. Having not heard anything from LuxeDecor, I contacted them on October 12,2018. They informed me that "their American Drew representative was traveling and would not be available until October 16,2018". In addition they stated that "that they don't have their own warehouse and are just a drop shipper". I contacted American Express providdd same information and effected a charge back. LuxeDecor should have been able to make contact with someone within the American Drew organization to effect a simple product exchange for damage goods within two weeks. Especially considering the size of American Drew/LazyBoy. Their inability speaks volumes about their vendor relationship. Additionally the LuxeDecor customer engagement skills that I experienced were weak and unprofessional. We are understandabe to the reality that problems do arise. Though getting two tables with damages is unusual. In any case, how a organization responds customer service
Wise says a lot about them.
A Very Regrettable Choice For Us.
Terry & Linda Zarnowski
Winter Springs, Fl. P