Complaints

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter just moved to ************************** Apartments located at *********************************************************. She moved from Virginia and left some items behind due to not fitting in her car. My mother whom she was living with, mailed 8- 9 packages. She also has a Bridesmaid dress mailed to her for a wedding she is in next month and I sent her a package for Valentines Day. 6 packages when tracked have delivered to the Luxer One locker at this location. A couple are missing and I have a feeling they have and not releasing to her. She has been given codes that only work once and the locker doors are jammed. She was told by the Luxer One customer service when she called that she needs to submit maintenance request to her apartment office. Except the apartment complex would not do maintenance on the lockers. This service would take several days and ****************** will only hold her packages for 7 days. We have been through this twice with this Luxer One since January 2023, when she moved in. Please take action as they have a lack of care and concern for peoples personal belongings being sent to them and the money spent to do it. Thank you.

  Business response

  02/28/2023

  Hello, 

  We are so sorry you have experienced a jammed locker. I have looked into your delivery with the tracking information you provided and verified that deliveries were made to your property in the oversized locker #**. It looks like the carrier may have delivered the packages without scanning them into our system, therefore not sending you an access code. I see that our customer service team provided a code to the XL locker but it would not successfully open when your daughter tried to access the locker on her own. This is an anomaly and should not have happened and we apologize for any stress or inconvenience this may have caused. We have reached out to the onsite property management for assistance on this project and, after reviewing the video footage of this locker, can confirm that the property management has successfully retrieved these items for you from the locker. You should be able to now collect the packages from the property management's office. 
  
  
  Please reach out if this is not the case and/ or further assistance is needed and I will look into it asap.

   

  Thank you again for contacting Luxer One. 

  Customer response

  03/03/2023

  I am rejecting this response because: Luxer One has still not found one package or is holding it to claim as it was insured package. I feel since they claim unclaimed packages and keep items that they have done this to the missing package. I am still disputing with the company to find the missing package. Thank you
  

  Business response

  03/21/2023

  Hello, 

   

  This complaint was taken care of on March 6 2023. The daughter of this consumer was able to retrieve her package while on the phone with one of our customer support representatives. We never placed the package on a hold the locker door had misfired. Our representative was able to remotely open the locker and the daughter retrieved her package. We have attached photos of this encounter here. We hope this is evidence enough to close this request. 

   

  Thank you, 

   

  Luxer One

  Customer response

  03/23/2023

   
  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.
  
  

• Initial Complaint

  11/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I opted out of Luxer One service. Compony still continue to accept my packages without any way for me to retrieve them. After that packages disappear without trace. I already lost a number of packages. I contacted customer service a number of time without any results. These packages have to be returned to me. Luxer One has to stop accepting my packages without my permission.

  Business response

  11/16/2022

  Hello,

  We apologize for the inconvenience this is causing you. We have looked into the information for your unit and can assure you that if a carrier attempts to make a delivery under your name or unit number that it requests them not to. It also provides a message that the tenant does not wish to use the locker system.  If a carrier is uncertain to whom the package should be assigned to, they can assign it to the house account.  The building management would receive the notifications and determine the correct resident to assign it to. It appears that the carriers are ignoring the message and delivering into the locker system regardless. We have filed a carrier complaint requesting that the carriers do not continue to do so and will keep tabs on the situation.

*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. ↩