patti w.

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!