Luxo Living Questions & Answers

Hi Rikki, Thank you for reaching out to us about your recent order of the Cornelia Solid Pine Triple Bunk Bed w/ Storage. Kindly provide us with the following so that we can assist you better: SALES ORDER NUMBER: NAME: EMAIL ADDRESS: PHONE NUMBER:

Looking forward to your response.

Thank you.

Sales Order Number: IN335216 Name: Rikki Loccisano [Personal Details Removed]

Hey- did you end up receiving your order? I’m starting to believe I’ve been scammed

Hi. Did you receive your order? I’m expecting one tomorrow but haven’t heard anything from them and can’t find a tracking service for delivery company provided. Thanks

Can you please advise if you got your item? We are having a similar issue, the shipping company doesn't look to be legitimate. I am hoping I haven't been scammed.

I'm interested to hear your responses please, my delivery was scheduled for today......

Can anyone confirm if they actually received their items or not?

Hello Elnaz,

We hope this email receives you in good times. To check and assist further kindly provide us the order number, please.

Hi there, Order number is: S404734

Is it possible to change the address?

I am in the same boat. Ordered a bed on 3/12 (wanted it for Xmas), and keep getting the runaround saying it was despatched on 7/12 but no tracking details. Now I'm trying to get a refund. Kogan have been little help either. All in all, appalling customer service and I am crossing my fingers that I receive a refund for an item that was supposedly despatched a month ago!

I too am concerned about the non-existent delivery company! I'm trying to get into contact with them to see where my shipment is!

Any resolve? I to am having heaps off trouble with delivery and trying to find out information about Deluxe logistics but looks like deluxe logistics is actually luxo as there products come from Deluxe Products stated in external link  Very bad costumer service itd like talking to robots sorry but true no sense off willing to help but just mislead you

You too? Did you by any chance pay with PayPal? Thankfully I did and lodged a dispute through them. It’s been confirmed in my favour so I expect my money back in a few days. If not, let Fair Trading know that you have not received your money and see if you can challenge the charge on your credit card or through your bank if you have it in writing that a refund has been promised. But boy, a refund hardly compensates for the ridiculous amount of time and effort it has taken just to get my money back.

No I paid in person at their crappy showroom then they left me waiting over an hour at their warehouse for something they didn’t even have then refused to refund. They’ve told fair trading they refunded me but no surprise it hasn’t shown up. Have informed fair trading today and you’re right the time and effort is annoying. It was bad enough they refused and had to be forced but now they’ve lied to fair trading too lol

Hi Anna, Thanks for taking the time to write a review. I am so sorry about the lack of service you received. I understand the frustration. I have shared your feedback with the management team. We want to make sure your voice is heard as we continue to improve, and please reach out to support@luxoliving.com.au if there's anything we can do to make this better. - Luxo Living Team

It wasn’t lack of service it was refusal to give a refund for product you didn’t even have. It was the fact you claimed to fair trading that you refunded and you hadn’t. You refused untill I started to take court action. You don’t need improvement you need to be shut down you’re a bunch of thieves.

I would also suggest reporting this company to the ACCC if they do not give a full refund in a timely manner if the product they send is defective, not as advertised or if their delivery is delayed beyond what is promised.

Reading the reviews there is a pattern of issues and how this company deals with it. On the matters above if you make a complain the ACCC keeps a dossier of all complaints and if there are enough it will take action.

Also report them to NSW Fair Trading as that is where they are based.

I reported them to both, NSW Fair Trading managed to get me a full refund, and the ACCC responded with what is below informing what ones consumer rights are:

Your rights: accurate information The Australian Consumer Law provides consumers with the right to truthful and accurate representations when buying a product or service. This means that businesses must not mislead you with statements that are incorrect or likely to give you the wrong impression. This rule applies to information that a business provides you in any medium, including when talking to a sales representative, on packaging, in online shopping forums or social media.

If a business misleads you, and you experience loss, you might be entitled to a remedy.

You can read more about false or misleading claims on our website. Our advertising and selling guide is also a handy resource for businesses to ensure their advertising complies with the law.

Your rights: non-delivery If you pay a business for a product or service, that business must supply you when it said it would. It's illegal for a business to accept payment for products or services they don't intend to supply. If you didn't agree when the business would supply you, the business must ensure delivery within a reasonable time. Businesses must also supply you with the product or service that you agreed to buy, not something different. If a business can't supply you as agreed, you're entitled to a refund. The business can offer to fix the problem by offering replacement products or services but it's up to you whether you agree to accept them. Businesses should take reasonable steps to avoid problems with supply. However, this part of the Australian Consumer Law may not apply where a business has genuinely tried to supply as agreed, but can't due to circumstances that are unforeseen or beyond their control.

our report: what the ACCC does with this information The ACCC uses reports from the public, as well as other sources of intelligence, to inform our enforcement work. You can read more about how we prioritise our work on our website.

Please note, the ACCC generally does not comment on our work or what we do with the information we receive from reports. We will only contact you again if we require further information

Thanks! I had reported to acc and fair trading. They even lied to fair trading lol fair trading then advised to start court and then they decided to return my money. Absolutely disgusting company and shouldnt be running!

Sadly looks like they have been doing the same thing for years.

I’m so glad you got your refund, unfortunately they haven’t learned from any escalation process. I have recently April/May 21 gone through this, thankfully I paid using PayPal and was refunded within 7 days after putting in a Dispute

I suspect that some people give up chasing which is why these thieves keep doing it.

Ash W, I'm contacting ACCC & fair trade today! Absolutely hopeless & our under 6 month old sofa sounds 50 years old. It's falling apart & no longer safe to sit on. Very dodgy company

Clearly too often. I saw that we have had similar experiences. I hope you got your money back as I’ve had to take legal action to get mine. Please report to ACCC.

False and misleading advertising can be reported to the ACCC....

So they can get you to go to the warehouse to pay for one then tell you they don’t have it and refuse to return your money. Oh they will also try and make you pay cash (ato where u at?).