Luxxella Outdoor doesn't deliver on promises! patio furniture, delivery dates, luxxella, credit card charges Los Angeles Internet

We ordered a patio furniture set for over $1500 from Luxxella in July. They immediately charged our credit card although we didn't receive any shipping information. When we hadn't heard anything after a couple of weeks, we contacted them and were told our shipment would be sent out on July 31 and that we'd receive shipping information.

We did not receive any shipping confirmation so we contacted them again. This time we were told that they would be shipping our merchandise on August 11. This is a month after they've charged our credit card!

We tried several times to use their link to Account Information so you could track your order. It doesn't work! Even after being notified that it doesn't work, the company has not fixed it. (I suspect that it never did work.) This leaves customers with two options if they want to find out where the heck their purchase is: telephone or chat.

We used their online chat to speak to Balthazar who promised us it would go out on the 11th and gave us the option to cancel if we wished. 

After checking their Facebook page we learned that a lot of customers have had the same issue: the company makes delivery promises and it can take months to get your merchandise. If it's been broken in transit, they often do not replace it. Their customer service department is completely inept and does not follow up with customers who have issues.

This morning we decided to cancel our order and get patio furniture elsewhere rather than risk waiting another month or so. When we contacted Luxxella we were told by a fellow calling himself Francisco that our order had already shipped. When we asked for the tracking number, he said he didn't have one. But he insisted it had shipped. We informed him that Balthazar had told us it wouldn't ship until August 11th.

After some pressing, it turned out that the furniture was "supposed to be picked up at 1:30 CT." So, again, we were lied to. But was it ready and Balthazar had lied to us? Or was Francisco lying to save a sale? 

Despite his insistence that our order was going to be shipped, we didn't believe him and asked that it be cancelled and that we receive immediate confirmation of the cancellation. We also informed him that we'd recorded the conversation so we could play it for our credit card company if we needed to prove our discussion.

I told Francisco that we simply could not trust the company because there were too many complaints on their Facebook page. Francisco said (and I have this recorded) that they like to keep the complaints up there and that they could remove them at any time.

A few things you need to know:

a.  When my husband used online chat yesterday to find out where our order was, Balthazar kept leaving my husband waiting for 10-15 minutes at a time before responding to his messages. He said that they were having troubles with their system.

b. I didn't believe they were having troubles. I thought he was trying to avoid my husband, so I started a chat on another computer, indicating that I'd like to place a purchase. I had Balthazar's full, instantaneous attention.  I asked him if he could deliver the same set to me by August 18th. He assured me he could -- IF I'd order immediately. He'd have it sent out right away. Obviously, the system glitch that Balthazar said prevented him from responding to my husband, disappeared when the prospect of a new sale appeared.

c.  Today, within 5 minutes of ending the call with Luxxella, their Facebook page with all its complaints, disappeared. This is a shame because it had a lot of stories from unhappy customers who, like us, had been charged but waited and waited and waited for their merchandise. It also had a lot of stories of broken merchandise, and several from people who believed their credit cards had been compromised after dealing with Luxxella.

You can purchase Luxxella furniture through Amazon.com.  Do not purchase through Luxxella.com unless you want to be lied to every step along the way, and never be informed about the status of your order unless you chase them down.