Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Due to the requirements of my building, I pay an annual subscription to Luxer One. As such, my packages are delivered to secure lockers and held until I pick them up. Luxer One chargers users a fee of $10 per day every day after an item is held for more than a certain number of days. I was aware of this unfortunate fee structure when I signed up but usually pick up my packages soon after delivery. Im reporting Luxer One not for their fee structure but for the lack of buyer information on their fee. All packages pickups are conducted in the app but nowhere on the app does it tell you after how many days youll be charged for not picking up your package. Even after search the entire app, I asked Luxers AI bot how many days and I was given instructions to leave the app and login to another website, then navigate to settings and scroll before ever finding the number of days in which my mail could remain without being charged. This settings feature is only available on a separate website and not in app. I think Luxer One is intentionally being deceptive towards its customers by withholding information that could prevent them from getting fined.

  Business response

  01/29/2025

  Hello *****, 

   

  Firstly, we want to thank you for this feedback, all customer feedback is appreciated and considered by Luxer One.  Wed like to clarify that Luxer One is a locker manufacturerwe design, sell, and install package lockers. Once installed, they are owned and operated by the property where they are located. Any fees associated with package storage, including daily holding fees, are determined by the individual property and not by Luxer One. While we do not impose these fees ourselves, we collect them on behalf of the property as part of our service.
  
  Regarding the visibility of fee-related information, we understand your frustration and appreciate your feedback. While specific storage policies and fees are set by your property management, we strive to ensure our system provides residents with the necessary tools to manage their deliveries effectively. We acknowledge your concerns about the accessibility of fee details within our app and will pass your feedback along to our team for review. Our goal is always to enhance user experience and transparency.
  
  We recommend reaching out to your property management team for further details on their specific policies and any additional clarification regarding storage fees. If you have any technical difficulties or need assistance navigating our platform, please let us knowwere happy to help.

  Thank you, 

  Luxer One

• Initial Complaint

  01/11/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Im required by ****** to use Luxer One to obtain my packages. I dont pay rent just to pay to have my packages delivered to my door. If the delivery person can get into the gate WHAT is the point of having a locker on site when they can walk the package to the ******* childs formula is currently being held hostage. My baby was just born. I literally legitimately do not have the time for this. I already put a card on file. The website is faulty and links Don't work. The customer service number listed on the website doesnt ring nor does anyone pick up. This is faulty business practices and this is also illegal. I have already paid for my products I am not obligated to now pay to obtain the product.  

  Business response

  01/20/2025

  Dear ****** ******,
  
  Thank you for reaching out and sharing your concerns. We truly understand how frustrating this situation has been, especially during such an important and demanding time in your life. We want to address your concerns as thoroughly as possible and assist in any way we can.
  
  At Luxer One, we specialize in designing and selling locker systems like the one installed at The Arbors. Once the system is purchased and installed, it is owned and managed by the property itself. This means we do not set policies requiring residents to use the lockers, nor do we instruct delivery drivers on whether they can deliver packages to your door. These policies are determined by the property management team.
  
  After reviewing the system activity, we can confirm that your access code was used and your package was successfully picked up. If this does not align with your experience, please let us know immediately so we can investigate further.
  
  Additionally, we take your feedback about customer service very seriously. We will confirm and test the customer service contact number and the *** (Interactive Voice Response) system to ensure they are working correctly. If there are any technical issues with the system or the website, please dont hesitate to contact us directly at [insert contact information], and we will work with you to resolve them promptly.
  
  We also recommend discussing any concerns about delivery policies with ********************* team, as they are responsible for setting and enforcing these policies.
  
  We deeply value your patience and understanding. Please let us know how else we can assist you. Were here to help.

  Sincerely, 

  Luxer One

  
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Luxer One will charge you fees if a package is not picked up in a few days, even national holidays. They claim to be able to waive a courtesy fee on your account but will direct you to the apartment complex management if you asked them to do so even though the services are directly from them and you have an account. If you try and call ahead to hold a package, theyll place you on hold or call will drop, if you try to do it online their website is broken half the time so its a ****** if youre able to get ahead before they charge a fee.  

  Business response

  01/20/2025

  Dear ****** ********,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustrations youve experienced and want to provide clarity about how Luxer One operates and address your feedback directly.
  
  Luxer One is a locker manufacturing company. We build and sell lockers to multifamily properties, such as the one at your residence. Once our lockers are installed, they are owned and managed by the property, and any policies or fees associated with their use are determined by the property management teamnot by Luxer One.
  
  To clarify, Luxer One does not charge fees directly to residents. However, if the property has a fee policy in place for locker use, we facilitate the collection of those fees on their behalf. We recommend reaching out to your property management team for specific details on their policies.
  
  Regarding your concerns about customer service and access to your packages, we sincerely apologize for any inconvenience youve encountered. We take your feedback seriously and will test the *** system and customer service number to ensure they are functioning correctly. Additionally, we understand how frustrating it can be to experience issues with our website or phone system, and we are committed to improving these tools to provide a better user experience.
  
  As for fees applied to uncollected packages, these are also governed by the policies set by the property. Luxer One does allow for courtesy waivers in certain cases, but if the fee is tied to the propertys policies, we may need their approval to make adjustments. We apologize if this process has caused any confusion or inconvenience.
  
  We appreciate you bringing these concerns to our attention and are committed to addressing them promptly. If you have additional questions or need further assistance, please dont hesitate to contact us directly at [insert contact information]. Were here to help.
  
  Thank you for your patience and understanding.

  Sincerely, 

  Luxer One

• Initial Complaint

  12/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  November and December over the last few months my packages have been delivered to your box's. from *****, ***, and ****. they have put packages in a box. i get a picture of all the box's and that's it. i get no code or anything. so, i have no way to access the boxes to retrieve my packages. been in contact with ***, ***** and **** they can't help, also apt. management. no one will help. all they say is that they were delivered. yes, they were but i can't get to them. so, if a mistake is made by someone in delivery of the item, then the recipient is screwed. they stay behind locked doors.

  Business response

  01/08/2025

  Hello ******,

  
  Thank you for reaching out to us, and were sorry to hear about the issues youve been experiencing with your building's Luxer One System.

  
  After reviewing your account, we noticed that there havent been any deliveries registered under your name since October. If youve been receiving packages during this time but not receiving access codes, its possible that the carriers may be inputting your name or other personal details incorrectly, which can cause delivery mismatches.
  To help resolve this issue, we recommend the following steps:

  
  1. Coordinate with your property management team to ensure there is no duplicate account associated with your name or a resident with the same name in the system.
  2. Ask your property management to confirm with your area's carriers that they are entering your details accurately when making deliveries.

  
  Your account remains active and available on our end, so theres no apparent reason you shouldnt be receiving packages. However, we recognize that occasional errors may occur at the carrier level despite our ongoing efforts to maintain high compliance standards.

  
  To assist further, we encourage your property manager to reach out to us directly. We can provide your location with updated documentation and additional training for carriers to ensure they are properly using the Luxer One System moving forward.

  
  Thank you for bringing this to our attention. We are here to support you and your property in resolving this matter.

  
  Best regards,

  
  The Luxer One Team

• Initial Complaint

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A package was not in my name or for me and am being charged for a package I never received and was lost They have also tried to charge me fees for government mail issued by the government etc passport agency and law documents in the past as well.Why is this company legally able to get away with charging for government mail issued mail?

  Business response

  11/18/2024

  Dear Mr. *************************** you for reaching out and sharing your concerns with us. We sincerely apologize for any frustration or confusion this situation may have caused. We understand the importance of resolving these matters quickly and clearly.

  
  To address your concerns:

  
  Delivery Fees: Luxer One does not charge fees for the delivery of mail or packages. Our primary role is to provide secure locker systems to facilitate the safe and efficient handling of deliveries.

  
  Storage Fees: Any storage fees associated with the locker system are determined and managed by your property management, not by Luxer One. These fees are typically imposed if mail or packages remain in the lockers beyond a specified time frame, as set by the propertys policies.

  
  **** Deliveries: *********************issued mail or **** deliveries, Luxer One does not charge for these items. If there is a concern about how **** delivered an item, we recommend contacting your local post office or postal carrier directly to seek clarification.

  
  Additionally, after reviewing your case, we see that the fee in question was invoiced but later canceled by our support team when you contacted us. If there are any additional issues or charges youre concerned about, wed be happy to review them further to ensure everything is accurate and resolved.

  
  We deeply value your feedback and are committed to providing excellent service. If you have further questions or need additional assistance, please dont hesitate to contact us directly at ******************************** or by phone at **************.

  
  Thank you for giving us the opportunity to address this matter, and we appreciate your patience as we work to support you.

  
  Sincerely,

  Luxer One

• Initial Complaint

  10/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I pay $10 per month for ********** service to ensure secure package delivery in my apartment building. Unfortunately, ********* has consistently failed to meet basic service expectations, leading to widespread dissatisfaction among residents.1. Access Code Failures: ********* does not adequately train its partnered carriers, causing frequent issues where packages are left in the Luxor Room without access codes, making retrieval impossible. This disrupts a fundamental part of the service we pay for.2. Customer Support Delays: Previously, getting an access code through ********** chat bot was simple, but now its frustratingly inefficient. The bot often fails to retrieve Amazon tracking numbers and directs me to an agent, resulting in long wait timesup to 20 minutesonly to be disconnected. This repeated experience of waiting and being disconnected is inconvenient and unprofessional.3. Building-Wide Issue: This is not an isolated problem. Many residents in my building, which houses hundreds of people, face similar issues, indicating a systemic failure in ********** operations.4. Delivery Delays: ********** ongoing service issues cause delays of several days in accessing packages that are already delivered. When *** reported these problems, ********* suggested filing complaints with the carriers instead of resolving the problem directly. This response disregards customer needs and places an unfair burden on paying customers.These recurring issues and the lack of timely support represent a serious shortfall in ********** advertised service. I am formally requesting that ********* address these widespread issues by ensuring proper carrier training and providing efficient customer support to meet the expectations of their paying customers.

  Business response

  11/12/2024

  Hello *****, 

  Thank you for reaching out and sharing your experience with us. Were truly sorry to hear that your interaction with the Luxer One system has not met your expectations, and understand the frustration that comes with challenges in package management.

  
  It sounds like there may be some difficulties in achieving a seamless integration with our system at your property, especially given the complexities of carrier compliance in your area. We recognize how important it is for you to have a smooth experience, and were committed to addressing this pain point.

  
  We have escalated your feedback to our National Operations Manager, who will be in contact with both you and your property manager directly. Together, well work to find a solution that best supports your needs and enhances the functionality of the Luxer One system at your location.

  
  Thank you for your patience as we work to resolve this.

  --

  Luxer One

  Customer response

  11/17/2024

  I am rejecting this response because: I sent a response and have not heard back yet. I assume Luxer One just sends a response to keep a high rating on BBB but doesn't actually follow through. This explains their low rating on Trust Pilot. 

  Additionally, again, I have a delivery and no Luxer code so the issue remains.

  
  

  Business response

  11/20/2024

  Dear *****,

  
  We sincerely apologize that your concerns were not fully addressed by the time you responded to our initial reply. We understand how frustrating this situation must have been for you, and we are committed to ensuring your issues are resolved promptly and effectively.

  
  As reflected in the email thread screenshots, we have been actively addressing your concerns and working directly with both you and your property management team. In our communications, we have responded to your inquiries and requests to the best of our abilities, aiming to provide clarity and solutions for the challenges youve experienced.
  If there are any outstanding issues or additional details youd like to share, please dont hesitate to reach out. We are here to assist and are committed to improving your experience moving forward.

  
  Thank you for your patience and for bringing this to our attention.

  
  Sincerely,

  Luxer One

• Initial Complaint

  10/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ****** and other delivery services other than **** often use LuxerOne to deposit packages. I am registered with LuxerOne but they never notify me when a package is left in one of their storage units. I have to rely on my apartment building's management to notify me with the codes that are essential to accessing their mail boxes.I have contacted them repeatedly. I can log in to their website but their customer service tells me that they do not recognize my email or address. They also advised me that someone else's email is identified with my apartment. This is inaccurate.Trying to communicate with them is futile. I've tried for at least a year. I'm expecting a very important package on Friday. If it's delivered after 5pm, I will have to wait until Monday to access the mailbox. They should send me an email or send a text message; neither of which they seem willing to do.

  Business response

  10/30/2024

  Hello ******* ******!

  Thank you for reaching out and sharing the issues you've been experiencing with Luxer One. We understand how frustrating it must be to not receive timely notifications and to face difficulties with their customer service, especially with an important package arriving soon. It appears that your account was initially set up with an incorrect email address, possibly entered either by you or your property management team by mistake. We have since updated the email to your requested email address, which you can now use to log into your account online or through our mobile app to receive delivery notifications. Additionally, you have a phone number on file that can be set up for text notifications of new deliveries. We see that your recent deliveries have been picked up on the same day.We hope this means you have had better success receiving notifications about your packages.

  Thank you again for your feedback,

  ****** ********

  Customer response

  10/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Luxer One is a package locker system used by residents to receive their packages in. Luxer One is purposely making it difficult for those that do not subscribe to their service to receive their packages from the provider (IE: ***, *****, etc) Luxer One is displaying a message on their screen telling the carrier to hold the package at their hub for those that do not subscribe to their service. They are, without permission, making decisions on resident's behalf on how their delivery should be handled. This is NOT their decision to make. If a resident like myself wants their package delivered to their door, this third party company is not the one to be in the middle and change that. This needs to be corrected, as all my *** packages are now being held at the *** hub because their system is telling the driver to do so.

  Business response

  09/16/2024

  Hi ***** *******,

  Thank you for reaching out. We specialize in building and installing lockers at properties, and these systems are set up according to the policies established by each property management team.
  
  The Luxer One locker system is used by residents to receive packages securely, but it seems there may be some confusion. If carriers are instructed to use the locker system, it's due to the propertys policy, not Luxer Ones decision. Luxer Ones system may prompt carriers to hold packages if theyre not subscribed to the service, which is a feature designed to streamline deliveries.
  
  However, we understand your frustration with having packages redirected. Its important for residents to have the delivery experience they prefer. We recommend contacting your property management team directly to discuss your concerns and request adjustments to the delivery policy if possible. They may be able to provide a solution or work with Luxer One to better accommodate your preferences.
  
  If theres anything else we can assist with or if you have further questions, please let us know.

   

  Thank you, 

  Luxer One

  Customer response

  09/16/2024

  I am rejecting this response because: this third party company is STILL making decisions on my behalf no matter the explanation given. They do not have my permission to communicate to any courier on my behalf. Please cease all directives you are making for unit #*** or I will seek litigation. I do not consent to ***** to make any directives or provide any instructions to anyone on my behalf for unit ***.
  

  Business response

  09/17/2024

  Hello,

  We are sorry to hear you are still unsatisfied with your Luxer One experience. We understand your frustration and concerns about your privacy and control over decisions regarding your unit. Luxer One is informed of your request to cease all directives and communication regarding unit #***. Your instructions will be respected, and we will confirm that no further communications regarding this unit are processed by Luxer One. Any information regarding your unit number or name will be removed from the Luxer System and carriers will not be able to search for you within the locker system. We hope this solution satisfies your requests and that you have a wonderful day. 

  All the best, 

  Luxer One

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have a letter from Astrid ********** in ******** that due to medical reasons, all my deliveries should go directly to my apartment. luxer one is refusing to remove my name from their system and they also put a note to all delivery personal to take my packages to the sorting center . now i am not receiving my deliveries luxerone is tampering with my deliveries of medical supplies and other important deliveries. i am not getting my deliveries because of luxerone. i need them to remove my name from their system. i called and emailing them several times in the last several months and spoke with the manager on duty today around 2m Aug 27th 2024 her name is *****. she refused to help remedy this issue.

  Business response

  10/03/2024

  Hello Mrs ****************** style="font-size: 0.875rem;">We are sorry to hear you are experiencing delivery issues with your complex's Luxer One System. Our goal is always to make package pick-up safe, secure, and seamless for all residents and we are sorry to hear this has not been your experience. We escalated your request and you have been removed from the resident list for The ******* Carriers will not be able to locate her in the system to make deliveries. Occasionally, carriers will deliver unlisted resident packages to the office account. This account has to be lsited in the system for your front office and cannot be disabled. If this does happen and they deliver under the Office Account (House Account) we encourage you to speak directly to the carrier and work with your property manager for assistance in obtaining the package.

   

  Thank you for your feedback. 

  Luxer One

  Customer response

  10/04/2024

  I am rejecting this response because:

  1) the management office is not doing anything to help me in this matter and they said to contact you Luxor

  2) I have contacted the delivery companies such as *** and ***** and ******, but the drivers are different each time and there are so many delivery companies and they use 3rd parties companies for example ****** uses several 3rd parties companies.  I have a account with *** and ***** and ****** where I placed a note on my account and I filed a case with BBB and contact each company main office.  but they all say they see the notes on Luxor system that my name is there and they leave the packages there or when they read the note stating that packages should go to delivery company station they take my package and I do not get my items.  I need to be able to receive my items to my apart door on 3rd floor in the south building and Luxor is hinder that for me.

  
  

  Business response

  10/14/2024

  Hello, 

  We are sorry to hear that you are still experiencing issues regarding your deliveries. As you can see in the attached images you have been removed from the list of available residents in the locker system since October 1, 2024. When carriers arrive they will not be able to locate you in the system and will have to deliver to the door. This solution has been in place now for a few weeks and you should not still be experiencing holds on your packages as your contact is not searchable in the system at all. Carriers may ask the staff at your location what to do with your packages for clarity, at that time the staff at the ****** would be responsible for instructing the carrier to deliver to the door. 

   

  We hope this solution is working for you at this time. If you are still experiencing issues with carriers we encourage you to work with your property staff for a more custom solution. We are here to assist in any additional way we can to help get you your packages safely and securely, however additional customization beyond deletion from the system would have to be communicated via The ******'s property management. 

  Thank you,

  Luxer One

  Customer response

  11/19/2024

  I am rejecting this response because: on the computer screen it states that delivery should not delivery to my apt and take back the packages.
  

  Business response

  11/21/2024

  Hello,

  
  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused by our initial solution.

  
  After thoroughly reviewing your account, we identified that while we had removed your information on our end, an automatic integration with your property management system was re-adding your details to our database daily. To resolve this, weve taken steps to permanently remove your contact from both the integration and our system. Going forward, your information should no longer appear when searched.

  
  We truly hope this solution meets your expectations and resolves your concerns. Should you encounter any further issues or have additional questions, please dont hesitate to reach out to us. Were here to help.

  
  Thank you again for your patience, and we wish you all the best.

  
  Sincerely,

  Luxer One

  Customer response

  12/13/2024

  I am rejecting this response because: This issue is still not resolved.
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, this is the 3rd time that my package has been stolen. I have reached out to Luxer, **** and Fashion nova. Neither party has been supportive and finding my package or at least issuing me a refund for the missing package.

  Business response

  08/05/2024

  Hello,

   

  Thank you for reaching out and sharing your concerns. Im truly sorry to hear about the repeated issues with your packages.
  
  Unfortunately, we are unable to provide reimbursement for missing packages as we do not manage their delivery or handling. Our role is limited to managing the notification process for packages that are properly scanned in. We recommend continuing to follow up with the property management, **** and the shipper for support and a potential resolution.
  
  We understand how frustrating this situation is and offer our sincere apologies. While the package room is designed to be secure, it is not entirely theft-proof. Like a postal mailbox, determined individuals may find a way to take items. If the package seems to have been removed by someone else and is not found, we suggest filing a police report with local law enforcement, as stealing mail or packages is a prosecutable offense.
  
  To clarify, the Package Room at District at *********** is owned, operated, and maintained by the property management. Luxer One is responsible for installation, initial setup, and access control. While we monitor access and send notifications for scanned deliveries, we do not employ personnel to make deliveries or manage the room itself. Luxer One helps control access to the locker system and offers camera monitoring services to add an extra level of security for delivered items. However, Luxer One does not hold liability or responsibility for packages delivered to or removed from the room.

  ****************************************************** These terms and conditions specifically state "LUXER is not responsible for, nor does LUXER retain any ownership in, any packages ordered by you to be delivered to your (package room/ locker system). The purchase, payment, warranty, guaranty, delivery, maintenance, and all other matters concerning the merchandise, services, or information ordered or received from such businesses are covered by their customer agreement and policies and solely between you and such businesses.
  
  We recommend contacting the merchant or sender to inform them that the package did not reach the intended recipient. They should be able to replace the package and recover costs through shipping insurance. If you have any questions, please reach out so we can assist you further.
  

  Our Kindest Regards, 

  Luxer One

*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. ↩