Complaints

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm My apartment complex we have our regular mail and luxer one lockers, their system ask For an account to be created however in the system My apartment complex dont show My property therefore no accounts could be created I reached out and was told that a email follow up would be sent to be one that is fixed which i'm still waiting for it now I received a package today and was delivered to one of their lockers despite the fact that Tere is no account created yet I reached out to luxer one and they say to create an account I explained the whole issue and ask For help since i'm still waiting for a resolution and they just Say they Will keep My package untill they have an account For me how is this the right process to keep someone's packages just because ? I spent $300 on this order just for someone to tell me they Will keep My things from me ? I believe is completelly unfair from their end they should not be receiving packages if no accounts is on their system order ID ****************** under ***********************, please help me it's not $5 what I spent on My order just for them to keep My things from me

  Business response

  03/19/2024

  Hello!

  **************** contacted us regarding a package delivered to the Luxer One lockers at *********************. While Luxer One supports these lockers they are owned and managed by the property itself. The management office has a process of integrating resident accounts, connecting them with their management software to maintain accuracy. At the time of this incident, no one was assigned to unit 915. For security reasons, our support agents cannot create resident accounts. Verification of residency must be handled by the onsite management office.
  
  However, because you provided a tracking number and the *** delivery image matches, we have made a one-time exception to approve an account for you to retrieve your package. Additionally, we have contacted the management office to confirm your residency and ensure continued access for package deliveries at this location.

  We hope this resolution is satisfactory for you and you are able to attain your package swiftly. 

  All the best,

  Luxer One

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Luxer One issued me an fraudulent invoice. I called Luxer One and no one answered, you have to stay on the line for nearly two minutes before you reach the actual voice mail box to leave a message. I also emailed Luxer One. When I contested the invoice Luxer One stated I was required to use their service per my lease. I sent them the pertinent parts of my lease that demonstrate I do not need to use their service and I did not authorize a release of my information to Luxer One. Luxer One then stated I needed to register for the account they created to opt-out. I did not authorize the creation of the account, I am not going to register the account to ****************************** zeroed the invoice and stated they would remove my account. 3 Hours later Luxer One sent me another invoice and continued to solicit payments.I have not used Luxer One's services. I was not aware of Luxer Ones services or the account they created for me. I did not authorize Luxer One to create an account for me. I did not authorize Luxer One to contact me in any form.I do not appreciate Luxer One's deceptive business practices.

  Business response

  03/04/2024

  Hello, 

  We would like to extend our apologies for any inconvenience you may have experienced. Upon reviewing our recent communication with our support team, I've examined the integration process with Boulder Creek, the property where you reside. ******* Creek has a system in place utilizing Luxer One lockers, which seamlessly connects their management system with ours. This integration automatically sets up and updates tenant accounts for package delivery through Luxer One.

  It seems this process was how your account was created. Ideally, this entire process should have been communicated to you as part of the community guidelines or during your lease signing. Luxer One specializes in manufacturing locker systems and package rooms tailored to each property's specifications, with installation and ownership managed by the property. Any policies regarding locker usage and associated fees, if applicable, are determined and overseen by the property. Luxer One may collect fees at the property's request, with ******* Creek-AIR implementing a $75.00 annual usage fee and storage fees including two free days in the locker, followed by a $10 per day fee (up to a maximum of $30 per delivery). This information should have been clearly explained to you upon becoming a tenant and included in your paperwork. Upon reviewing your account, I can confirm it has been successfully closed at your request, and the pending $75 annual fee was waived, as it was never charged to your account.

  Thank you for bringing this matter to our attention. We genuinely appreciate your feedback, and we're committed to ensuring your satisfaction. Please don't hesitate to reach out if you need any further assistance. We value your business and look forward to serving you better in the future.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was charged numerous times by company and was told that the charges were valid even after telling them many times it was not. I reported this to my credit card and they validated that the charges were double charge. Was then contacted by company and told that they did charge me wrong AFTER I went through my credit company. I asked to get my other charges audited yet they refuse. I am seeking $100 for a refund of my charges and time spent disputing with them

  Business response

  02/12/2024

  Hello, 

   

  We deeply regret the billing mistake that occurred on 1/10/2024. Our representative promptly contacted our accounting department to rectify the error and request a refund. I want to clarify that the duplicated charge amounted to $75.00, not $100.00, which an annual fee that was mistakenly captured by our system twice. The refund request was officially submitted on 2/9/24 and typically takes 5-7 days to be processed.

  After reviewing the communication, we apologize for any inaccurate information conveyed regarding this charge. This matter has been escalated to senior management, and appropriate measures will be taken to address and prevent such errors in the future.

  Thank you.

  Luxer One

• Initial Complaint

  12/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/06/2023 I received a notification from Luxer regarding a package and received the following oded ****** located in locker 67.I live at ********************* in *******, **. I went to the locker and could not located the package in the overfilled locker. I went to the front office and was advised to contact Luxer and they would be able to open the locker so I can retrieve my package. I called and NO ONE ANSWERS. There is an automated message that plays at the beginning of the call and then silence. Nothing happens! I stayed on the phone over 30 minutes and no one ANSWERED! I have tried calling almost every day the past 2 going on 3 weeks and the same thing happens. This is unacceptable for a company to not answre their phones especially during the holiday season. The 2nd issue is I received a package from Bath and Body works tracking 1ZR06381YW01435302 . The code from Luxer I received was ******. I went to the locker 67 and I accidentally took the wrong package(it was also from Bath and Body works). I tried calling Luxer yet again and the exact same thing no one answers! Complete silence. I need to talk to someone ASAP for my packages. This is unacceptable!

  Business response

  12/27/2023

  We are sorry to learn that you've been experiencing difficulties reaching our customer support team by phone, and I appreciate you bringing this to our attention. This issue hasn't been reported for investigation yet, so we'd like to look into it further. Could you please verify the phone number you're using to contact us? We want to ensure that it's correctly routed through our IVR system. Rest assured, we'll prioritize investigating this matter promptly. According to our records we have replied to your email request and reactivated your code.
  
  If you are still experiencing issues and it's more convenient for you, you can always reach out to us through email at ******************************** or via chat on our website, luxerone.com. We want to make sure you have multiple avenues to connect with us for assistance. Thank you for your patience as we address this concern.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I officially am missing 3 packages delivered to your lockers at my complex on 3 different times/dates. I've contacted Support 3 times and they were supposed to review the video footage in 1-2 days each time I contacted them. They don't care. Making funeral arrangements for my Dad and trying to get someone to care and find out the continued problem with missing packages is exhausting. As of 10/19 no one has taken the time to review video and yesterday another package goes missing. Seems like you're running a scam to me. Packages are delivered and immediately removed so we just find empty lockers. How many people are getting an email with the same QR code to open the same locker? I'll have to change my shipping address since we are "forced" to use your faulty delivery system and my packages are being stolen. I checked your reviews. Completely disappointed. This is just how your company gets down. If the apartment complex you are thinking of renting from uses Luxer One lockers, run, don't walk to the next apartment complex.

  Business response

  11/08/2023

  Hello, we are sorry to hear you are experiencing issues that involve our Luxer One system. 

  We have looked into the complaint brought forward by Mrs. ************************ She states that 3 packages were missing that were delivered for her to the lockers. We were able to locate an open ticket that was created when she reached out for assistance with this matter. The email was sent and ticket created on 10/19/2023. We investigated the issue and found that her packages were removed by a member of her property management staff on the same date 10/19. Due to privacy and security concerns we are unable to provide this specific detail to the resident directly. We forward the findings and the video clips to the property so they can further look into the matter. We also follow up with the reporting party to advise that we have looked into the matter and have forwarded the specifics to the property manager and that they should follow up with them directly. 

  
  On 10/26 we received a reply back from the property management from email address ***************************************** stating the following: 
  
  "I spoke to her yesterday.  We have her pkgs here in the office.  ****************** said she will be in next week to grab them.
  
  Have an awesome day!
  
  *******"
  
  As far as we were aware, the issue at hand had been resolved. 
  
  
  Luxer One is the manufacturer of the locker system installed at *************************************************  Once built and installed the Locker System is owned, operated, and maintained by the property management with the support of Luxer One. Luxer One is responsible for installation, initial setup, and access control. While we actively monitor access and send notifications for correctly scanned deliveries, it's important to note that we do not employ any personnel to make deliveries or monitor that deliveries were delivered properly into the locker system. The Luxer system, while secure, it is not completely theft-proof. Just like a postal mailbox, someone determined to take an item may find a way. However, taking someone else's mail or packages are prosecutable offenses. We recommend if a package is still missing and the resident has not already done so to file a police report with local law enforcement. For privacy and security reasons, we do not share specific details with residents directly, but we can provide the information to property management and local law enforcement.

  We hope this clears up any issues or confusion regarding this matter.

   

  All the best, 

  Luxer One

• Initial Complaint

  10/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Luxer One is charging me (currently) $10 for an item or items left in parcel lockers at my apartment complex. I have repeatedly told them and apartment management that I do not and will not provide my credit card information nor authorize any charge to my card. Request the company credit the erroneous charge in full, no longer charge me unauthorized charges, and stop contacting me.

  Business response

  10/05/2023

  Upon your request to our customer service department, we have deactivated your utilization of the locker system, closed your account, and waived any outstanding storage fees linked to your account. This service is entirely voluntary, and you should not obligated to use it for receiving packages or mail.
  
  It is crucial to clarify that Luxer One does not require the use of a credit card for accessing our locker system. Luxer One serves as the manufacturer of these lockers, and once they are acquired by the respective property, they become the property's responsibility for operation and management. Any decisions regarding the implementation of storage fees or annual registration fees are entirely at the discretion of the property, which owns the locker system.
  
  Lastly, we understand your apprehension about ongoing mail delivery issues and the need for a swift resolution. Please be assured that we are wholeheartedly dedicated to addressing any issues promptly, ensuring that you continue to receive the exceptional service that Luxer One is known for. We are initiating a thorough investigation into the reasons behind delays or obstacles in your mail delivery and will take all necessary measures to rectify the situation.
  
  Your satisfaction as a Luxer One customer is of utmost importance to us, and we appreciate your patience and understanding as we diligently work to resolve these concerns.

   

  Sincerely, 

   

  Luxer One

  Customer response

  10/06/2023

   
  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. I sppreciate both your time and the business' time in looking into this issue and responding. In the meantime, I am trying to get my prescription medicine that initially should have been put in my mailbox and not a parcel locker reissued from the VA and obtained through another means. 
  
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In violation of and pursuant to Federal 18 USC **** Luxer One is withholding **** mail from me and my children shipped to our address requiring we have a valid credit/debt card on file before releasing the mail from their locker (exhibit 1). The apartment complex says this is all Luxer One and **** delivering to Luxer One. Luxer One says it is the apartment complex. So I tried to give in and put in a credit card. Luxer One website will not accept a valid PayPal debt card interred in their app to release the mail (exhibit 2). I emailed and they think I am ****** (exhibit 3). I called and they have someone else name and apparent credit card already on file under my email address. When I informed them of this, the individual apparently working from home, hung up the phone. No call back. The dates are continuing but include September 2, 2023, August 25, 2023, and since 2021 when Luxer One initiated holding **** mail from those without credit cards and those without credit/debit cards that do not meet an unrevealed standard. Pursuant to 18 USC ****: Whoever knowingly and willfully obstructs or ******* the passage of the mail, or any carrier or conveyance carrying the mail, shall be fined under this title or imprisoned not more than six months, or both.

  Business response

  09/21/2023

  Hello, 

  We are sorry to hear you are having frustrations with your Luxer One Locker System. It is generally legal for a smart locker company to charge a storage fee for all deliveries including **** deliveries, provided that they have clearly disclosed their fee structure and policies to their customers in advance. These fees would typically be part of the terms and conditions that customers agree to when using the smart locker service. At your location your property management has selected to enforce a payment structure to encourage people to pick-up their packages in a timely manner. The fee structure was selected and put in place by the property management and Luxer One is only in charge of enforcing the agreed upon terms.  
  
  It's important to note that the legality of such fees can be subject to change, as regulations and policies can vary by location and may change over time. Therefore, it's crucial for customers to review the terms and conditions of the smart locker service and understand any potential fees associated with it before using the service.
  
  If you have concerns about such fees checking for updates in **** regulations, or speaking with your ******************* my offer additional assistance in rectifying your concerns. 

   

  Thank you

   

  Luxer One

  Customer response

  09/23/2023

  I am rejecting this response because: 1. This not just about requiring a credit card to get first class mail which is illegal and misrepresented by this response. The postal code is clear and does not make provisions for if someone tells you they will prevent your receipt of your mail (medicine, IRS, Legal, Federal announcements of danger) for profit taken from a credit card the requirements of which are not explained. 2.This is also about entering a valid credit card and being rejected for reasons not explained in the rejection by Luxerone. The manager has nothing to do with that rejection. The rejection comes from Luxerone. Therefore this response is in bad faith because Luxerone  does not address their rejection of a valid credit card which is also illegal and bad faith BBB procedures because also apart of the code is continued obstruction of the mail after attempts to resolve. If I asked for ways to get and stop hindering delivery, you must respond. You have not responded to the requirements of the credit card. Are you looking for a minimum amount? Management already stated they have nothing to do with the lockers, giving codes, or rejecting credit cards. Infact all of that comes from Luxerone.
  

  Business response

  10/02/2023

  Hello,

  We are sad to see you are still experiencing concerns with Luxer One. First and foremost, it is important to clarify that Luxer One does not necessitate the use of a credit card for access to our locker system. Luxer One serves as the manufacturer of these lockers, and once they are purchased by the respective property, they are owned, operated, and managed by that property. Any decision to implement storage fees or annual registration fees is at the sole discretion of the property, which is the owner of the locker system. Indeed, ****************** package was successfully retrieved on Thursday, September 28th, at precisely 10:02 AM, and no charges or fees were incurred for this service. It's worth noting that ************** has the option to decline the use of the locker system simply by informing the property management of his preference to do so. This service is entirely voluntary, and he is under no obligation to utilize it for receiving packages or mail.

  
  We fully appreciate the significance of timely and secure mail delivery, especially for essential items like medications, IRS notices, legal documents, or federal announcements. Typically, such documents are directed to postal mailboxes rather than the lockers, and the specific package delivered for ************** did not fall into this category. Luxerone remains committed to adhering to all postal regulations to ensure the secure delivery of mail to our valued customers. If there has been any misunderstanding in this regard, we sincerely apologize for any inconvenience it may have caused.
  
  Concerning the matter of entering a valid credit card and encountering rejection, we genuinely empathize with your frustration. Luxerone places the utmost importance on privacy and security, and credit card rejections can transpire for various reasons, including issues with card information, insufficient funds, or technical errors, among others. It is imperative to note that these rejections are entirely independent of our management or staff and are solely contingent on the verification process instituted by our payment gateway.
  
  We acknowledge your concerns about the lack of explanatory information provided when a credit card is rejected. We regret any inconvenience this may have caused and are committed to enhancing our procedures to ensure that customers receive more comprehensive explanations in the event of a rejection.
  
  Lastly, we understand your apprehension about ongoing impediments to mail delivery and the necessity for a swift resolution. Rest assured, we are wholeheartedly dedicated to addressing any issues promptly, guaranteeing that you continue to receive the exceptional service that Luxerone is known for. We are initiating a thorough investigation into any reasons behind delays or hindrances in your mail delivery and will take all necessary measures to rectify the situation.
  
  Your satisfaction as a Luxer One customer is of paramount importance to us, and we appreciate your patience and understanding as we work diligently to resolve these concerns.

   

  Thank you, 

   

  Luxer One

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worst experience I have ever had with a customer service rep. ** skill or tact in talking to me, didnt offer me anything that could help me save my package. I told them I would be losing $100 from a ruined delivery since it will spoil and they sarcastically replied back to me that theyre going to see what they can do about my ruined delivery two days from now. That person was a completely disrespectful child, and if this is how this company handles there customers they should be ashamed. My apartments pays for ********* *********** and Luxor clearly doesnt care about how its managed. My package was delivered July 26th, and marked picked up at noon, even though I was at work and no one I know picked it up. The package was not signed for nor was the package label picture available. I tried to pick up the package at 11pm and immediately notified Luxor customer support for help only to be ridiculed and dismissed before I could ask for better assistance.

  Business response

  08/01/2023

  Hello, 

  I am writing to sincerely apologize for the customer service you experienced during your recent interaction with a member of our support team. We deeply regret the inconvenience and frustration caused to you. As a valued customer, your satisfaction is of utmost importance to us, and it is disheartening to learn that we fell short of meeting your expectations. We understand the impact that a negative experience can have on your perception of Luxer One, and we take full responsibility for the lapses in our service.
  
  
  After completing an investigation and reviewing the camera footage at ****************** we were able to determine the specific events that took place on 7/26/23. Your Blue Apron delivery was scanned in and placed in locker #9 at 11:30 am. Around 2:13 pm two ladies who appear to be members of your property management staff conduct an audit of the lockers most likely because the system was offline for a short period of time. During this audit your delivery was removed from locker #9 and placed in the XL locker without being scanned in again. Due to the package not being scanned in the system was not aware that your delivery was inside the XL locker and no access code was ever generated. The code sent to you originally was deactivated and a note was placed on this delivery by management staff that stated: marked as picked up. 
  
  
  In an effort to make amends for the time you have spent and the financial inconvenience caused by the loss of the perishable item, we would like to offer you a reimbursement of $50 that will be mailed to you in the form of a check. Your satisfaction is of utmost importance to us, and we hope this compensation demonstrates our commitment to addressing the issue to the best of our ability.
  
  
  We sincerely apologize for any inconvenience you may have experienced and hope this gesture reflects our commitment to resolving the matter to your satisfaction. Rest assured, we are committed to rectifying the situation and making necessary improvements to ensure that such issues do not recur in the future. We genuinely value your feedback, and we hope you will ***** us another opportunity to serve you better and regain your trust.

  --

  Luxer One

  
  

• Initial Complaint

  06/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have had continuous delivery problems. Items ordered online from various companies especially Amazon state that they have been delivered. In actuality items have not been delivered. In my lease agreement I pay a $5 fee each month. I do not feel that this is a warranted fee. I have called my credit card company 5 times this month to dispute charges. I have also contacted Luxer One to no avail.

  Business response

  06/14/2023

  Thank you for reaching out to us regarding your dissatisfaction with the use of the Luxer One lockers at ***************.

  I have reviewed our system and confirmed that ************************** has set up a storage fee for the Luxer One system. The first 3 days are free and then a storage fee of $2 per day will be charged thereafter. Packages will be returned if they are not picked up after 7 days. I am not seeing that you have been charged any storage fees since you registered and began using the system on 5/23/22. If you have been charged it si most likely through a property avenue and not through Luxer One, however if this is incorrect please provide us with the accurate information so it can be looked into further and corrected. I have also looked into any recent support tickets or contacts and was unable to locate anything regarding recent missing deliveries under your name. There was one recent contact that an access code would not work, but when our customer service agent responded to request further information there was no response. We do offer support for missing packages, access codes that are not received, and locker malfunctions 24 hours/ 7 days a week. You can reach support via phone at ************** via email ********************************** through our website (www.luxerone.com) or through the use of the Luxer One App. If there is a recent issue of a missing package please provide additional information (tracking number and/or date and time of the delivery) and we would love to assist and research the issue further.

   

  All the best, 

   

  Luxer One

  Customer response

  06/14/2023

  I am rejecting this response because:

  They didn't even address my complaints.

  I am not getting my packages when they say they are delivered.

  Their service is awful. I do not want to continue their service. I continually contact my credit card company notifying them of packages not received 

  
  

  Business response

  06/15/2023

  Hello, 

   

  We are sorry to hear you are still experiencing issues with our service. If it is missing packages you would like assistance with locating our standard process is to open a ticket with our customer success team. We do offer support for missing packages, access codes that are not received, and locker malfunctions 24 hours/ 7 days a week. You can reach support via phone at ************** via email ********************************** through our website (www.luxerone.com) or through the use of the Luxer One App.I have also looked into any recent support tickets or contacts under your name and was unable to locate any opened tickets or requests regarding recent missing deliveries. There was one recent contact that an access code would not work, but when our customer service agent responded to request further information there was no response. If there is a recent issue of a missing package we want to assist in locating it, please provide additional information (tracking number and/or date and time of the delivery) in your response here and we would love to assist and research the issue further on your behalf. 

   

  In regards to the $5 reoccurring charge. This is not a fee Luxer One has in place at this property so there is no way for us to refund this amount. The only payment model install at ************************** has set up a storage fee for the Luxer One system. The first 3 days are free and then a storage fee of $2 per day will be charged thereafter. Packages will be returned if they are not picked up after 7 days. I am not seeing that you have been charged any storage fees since you registered and began using the system on 5/23/22. Therefore we couldn't refund you any amount since you have not been charged by Luxer One. If you are being charged $5 monthly this is likely a property charge and the discussion of a refund would have to be had with them 

   

  We hope this information clarifies any questions, we are here to support your Luxer One journey and would love to research any additional concerns further. 

   

  Thank you, 

  Luxer One

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I live at ********** Apartments, which uses Luxer One to manage the package delivery room. I made an order from Lululemon on March 8. My package was delivered to the Luxer One package room by Lasership on March 13 at 1:21 pm. Tracking number was 1LSCXM8001IV9MM. Lasership provided proof of delivery and included a photo of my package clearly visible in the package room. When I attempted to retrieve it on March 18 it was no longer present and could not be found anywhere in the package room. I contacted customer service on March 20 and was told that they would start an investigation and review surveillance camera footage. On March 21, I got an email stating that they could not find the footage of my package being delivered despite having the exact date, time, and location of the delivery. I called customer service on March 21 and spoke to a very rude representative who said that my claim could not be reopened and suggested that I make a claim with the vendor and/or shipping carrier. I had to beg to be transferred to a different representative who was willing to help me. Finally, the second representative reviewed the footage and said she clearly saw my package being delivered. She also reopened my case and requested that the video team review the footage again to see who picked up my package. I did not receive any email confirmation or updates for several days. I called back on March 27 and was told that no progress had been made and the footage had not been reviewed. The representative did not know when it would be reviewed. Luxer One charges my community to maintain the package room and provide security for deliveries. However, they are unwilling and ill-equipped to actually investigate any loss or theft that occurs while the package is being handled by their service. If my package was stolen while in the Luxer One package room, they should be responsible for reimbursing me and investigating the theft so that it does not continue to occur.

  Business response

  04/10/2023

  Hello,

  Firstly, we would like to apologize for any inconvenience the the delay of the retrieval of this package has caused. Not recieving your package can be incredibly frustrating and at Luxer One we want to do whatever we can to make this right. As this customer has mentioned, the case for this missing package has been reopened and the footage is currently being reviewed. There are eight days between the date of drop off to the date the customer went to retrieve the package. As we review all footage personally that is 193 hours of footage we are currently looking through. We assure that we are diligently working toward a resolution for this claim and we will notify this customer through their current open ticket once we have reviewed the tape in its entirety. We look forward to working together to move toward the resolution of this complaint. 

   

  Thank you, 

   

  Luxer One

  Customer response

  04/11/2023

  I am rejecting this response because: Luxer One stated in their response "There are eight days between the date of drop off to the date the customer went to retrieve the package. As we review all footage personally that is 193 hours of footage we are currently looking through." This statement is incorrect, as I even included in my complaint that the package was delivered March 13 at 1:21 and attempted pickup was March 18. That gives only about 120 hours of footage to view maximum. This company has had my complaint since March 20 and has not made any progress whatsoever in investigating this issue. They have shown no evidence that they have made an honest effort to move forward, and it is clear that they have not even accurately reviewed my submission. They have not been corresponding with me or updating me. I would like to know when they expect to have my complaint resolved and how they will be corresponding with me regarding the progress of this investigation. 
  

  Business response

  04/12/2023

  Hello, 

  We are sorry to hear this customer is still unsatisfied. As stated in our previous message, this missing package is an open ticket within our system and is being actively worked on. It has been with our customer service team and has been escalated to the customer service manager who has contacted this customer multiple times to continue to keep her involved in the ongoing search for her package. Attached I have an example email of the correspondence between the customer and our customer service manager. We have had multiple people reviewing the footage and attempting to determine what has happened with this missing package however it is still an ongoing search. Please be assured that Luxer One is doing our due diligence to locate this package and will continue to provide updates this customer via their open ticket and via email.

   

  Thank you

  Luxer One

  Customer response

  04/13/2023

  I am rejecting this response because: The attached email is the very first time this manager has reached out to me, and it was only sent after multiple calls, emails, and my posting here on BBB. I have attached all other previous emails here. Luxer One has repeatedly ignored my request to investigate my missing delivery, and even now this manager's email is full of excuses. There is absolutely no excuse for waiting 3 weeks to investigate this matter. You should have multiple people working on this issue because that is the core function of your company, to ensure safe delivery and storage of packages. I should not have to call and email repeatedly for this to happen. Most importantly, I cannot accept this response because my complaint has not been resolved yet. 

  Business response

  04/25/2023

  Hello, 

  We are sorry to hear that this resident is still having troubles with their package. After reviewing the security camera footage, we were able to locate the details used to remove the package from the room. We have informed the property management of this customer's building of this information and hope this leads to the return of the missing package. As all relevant footage that could assist in locating the delivery has been shared with the property, and we are unauthorized to share personal information about other customers and residents publicly, this is the maximum amount of information we can provide at this time. The property is aware of all the details we have available and if they are able to retrieve the package they will contact this customer directly. 

   

  We sincerely hope this information is helpful and that this customer is able to retrieve their package. 

   

  All the best, 

   

  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. ↩