While I am very much fond of Lux de Ville products, I was very disappointed with their customer service through my latest purchase.
On Black Friday, I purchased a wallet as a Christmas gift for my best friend. Every day, for almost 3 weeks, I kept checking the USPS tracking website to see that there was no movement on my package. I tried to be patient, as it was Christmas time, the busiest time of the year.
I finally emailed Lux de Ville and let them know what was going on and asked for help, giving them the date of purchase, order number, tracking number, etc. I got a reply the next day from the CEO, I presume, stating that my package had already shipped and been delivered, giving me a different tracking number than was originally given to me, and that I needed to contact the post office myself. At first, I felt silly, until I checked the 2nd tracking number given to me, to find it was for a different order and purchase I had made exactly 14 days prior to the one I made on Black Friday, that indeed arrived on schedule. I immediately replied letting them know they were mistaken. I did not receive a reply from Lux de Ville, so I filed an investigation with USPS, who did not respond to me, either.
I patiently waited another 2 weeks before I contacted Lux de Ville again, explaining the situation all over, that I have now been waiting for over 1 month to receive my purchase, did not receive any help from either parties, that I would still like to receive my order otherwise I would expect a full refund immediately. I did not get a response until another week later, stating that they were sorry and they would send another wallet "asap" the following Monday. I told them that I greatly appreciated it.
Lux de Ville did not ship my wallet for another 2 weeks! Given the situation of my waiting a very long time for my product, they decided to not take the opportunity to use express shipping or alike. I instead got to wait even longer.
As a loyal customer, I felt that I was spat on by Lux de Ville. I've been left with a bad taste in my mouth, due to their lack of customer service skills. Very frustrating and disappointing.