Lux de Ville

If they make a mistake with your order, they will blame you. Very rude customer service. See below for the email chain. I looked at a ton of other bad reviews and this is par for the course. Note: I had a bag in my cart for less than 24 hours and was offered a discount of 10% automatically. This person could have offered 10% off a future order and I would have been just fine.

*******@luxdeville.com
Sat, Dec 31,2022, 4:10 PM
To me
On behalf of small businesses everywhere that will not be bullied over shipping charges……shop somewhere else. This is truly ridiculous.

From: Jake Jeffries
Sent: Saturday, December 31,2022 2:46 PM
To: *******@luxdeville.com
Subject: Re: Order #******* confirmed
I've already been credited the $15 from the credit card company so I'm good to go.
Little help: Arguing with customers over what constitutes great customer service is a clear indicator of bad customer service. Even if you are 100% correct in your assessment (and you know I don't believe that)... It shows bad character.
I don't know if you can look up in your system how many bags, computer bags, and wallets I've purchased over the years but $15 is nothing compared to what I've ordered. I'm not sure why this is such a fight. If you would have accepted responsibility (to any level) and offered a discount on a future order, I would have accepted that resolution. My wife gets comments on these bags everywhere she goes. Now she has a customer service story to tell. Next week I'll be writing a review as well.
Personally I will still wish you the best without sarcasm. Professionally... you are the worst.

On Sat, Dec 31,2022 at 3:34 PM *******@luxdeville.com <*******@luxdeville.com> wrote:
You too!

From: Jake Jeffries
Sent: Saturday, December 31,2022 2:31 PM
To: *******@luxdeville.com
Subject: Re: Order #******* confirmed
I wish you the best of luck going forward.

On Sat, Dec 31,2022 at 3:28 PM *******@luxdeville.com <*******@luxdeville.com> wrote:
We do have great customer service for reasonable people.

From: Jake Jeffries
Sent: Saturday, December 31,2022 2:23 PM
To: *******@luxdeville.com
Subject: Re: Order #******* confirmed
Great customer service.

On Sat, Dec 31,2022 at 3:15 PM *******@luxdeville.com <*******@luxdeville.com> wrote:
Go ahead and contact your bank and shop somewhere else.

From: Jake Jeffries
Sent: Saturday, December 31,2022 2:07 PM
To: *******@luxdeville.com
Subject: Re: Order #******* confirmed
Here's what I think happened. The package was in your possession the entire time. When I emailed about the issue you said FedEx lost it and promised a new bag to be shipped out. You never provided another tracking number because the label was already printed for the "missing" bag that you found.
If I'm wrong, where is the second bag?
For the sake of argument, let's say your story is correct. You should have provided better customer service and refunded the entire shipping amount. I've purchased a bunch of bags from you for my wife and I think that has come to an end.
I'll be contacting my credit card company and see what they think about my shipping charge. The tracking number CLEARLY states timing.

On Sat, Dec 31,2022 at 3:00 PM Jake Jeffries wrote:
I think you are mistaken. The original tracking number shows delivery today. Shipped on the 21st.

On Sat, Dec 31,2022 at 2:26 PM *******@luxdeville.com <*******@luxdeville.com> wrote:
No that is the standard cost for our shipping and it was shipped on time. Fed Ex returned the original one yesterday

From: Jake Jeffries
Sent: Saturday, December 31,2022 12:53 PM
To: *******@luxdeville.com
Subject: Re: Order #******* confirmed
Hello,
I received the bag today. However, I only received partial shipping reimbursement. You still charged me $15.00 for 3-5 days shipping when it actually took 12 days to arrive. Take away a couple of days for Christmas and it's still WAY over the estimated time.
Thanks,
Jake

On Wed, Dec 28,2022 at 2:30 PM *******@luxdeville.com <*******@luxdeville.com> wrote:
This will still get to you in 2 days now. I refunded $20.00 I'm so sorry. This happened with a couple of other orders in AZ for some reason.

From: Jake
Sent: Wednesday, December 28,2022 1:18 PM
To: *******@luxdeville.com
Cc: *******@luxdeville.com
Subject: Re: Order #******* confirmed
Well, from the tracking info, FedEx never received it and only a label was generated. Also, I'm assuming I'll be reimbursed for the expedited shipping?

On Dec 28,2022, at 1:42 PM, *******@luxdeville.com wrote:
Hey,
This looks like it has gone missing after we handed it off to Fed EX. I am going to have customer service reship it. Let me know if the original one we shipped shows up. Thank you for your order

From: Jake Jeffries
Sent: 12/28/22
When I ordered this bag on the 19th the shipping options were 3-5 days and expedited. I thought 3-5 days might be pushing it for Christmas so I chose the expedited option. When I track the bag it's still in California. What's going on?

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.