LuxeDecor

Dear Carolyn, We are very sorry for the frustration and disappointment you experienced with your order. This is not the experience we want for any of our customers, and we sincerely apologize for the inconvenience. On July 6, 2026, you placed an order for the Quorum Ovation Ceiling Fan. As outlined in our Terms & Conditions and Shipping Policy, the estimated shipping timeframe provided at checkout is an approximation and may change based on product availability. Once an order is accepted by the manufacturer, we provide updated estimated ship dates if they differ from the original timeframe communicated in your order confirmation. 30-Day Return Policy | LuxeDecor Unfortunately, on July 28, 2026, we were notified by the manufacturer that the item had been placed on backorder, with a revised estimated shipping date of the week of October 26. We understand how disappointing and frustrating this unexpected delay may be, and we sincerely apologize for the inconvenience. Our team reached out to you via email as soon as we received this update. As we have not yet received a response, your order remains on backorder. Please know that we are here to help and will gladly work with you to explore the best resolution based on your preference. Whether you would like to consider alternative options that may ship sooner or cancel the order, our Customer Service Team will assist you every step of the way. Should you choose to cancel, we will be happy to process a full refund promptly. If you have any questions or if there is anything else we can assist you with, please don’t hesitate to reach out. You can contact us through our Contact Us page or call us toll-free at 888-761-4777, Monday through Friday, 9:00 a.m. to 5:00 p.m. CDT.

Dear Customer, Thank you for purchasing from LuxeDecor! Upon reviewing your order, we see that you purchased the 2 Braxton Culler Pine Isle End Tables on July 10. At the time of purchase, the product was listed as a Special Order item with an estimated lead time of 5–8 weeks, as noted on the product page and in your order confirmation. We're pleased to let you know that, based on our most recent communication with the manufacturer on August 6, your order remains on schedule, with an estimated ship date of August 21. Since this estimated ship date has not changed, there have not been any shipping updates to share. We proactively notify customers if the estimated ship date changes from the original lead time or once the order has shipped. That said, we were happy to reconfirm the current estimated ship date with the manufacturer on your behalf. Please rest assured that we will continue to monitor your order closely and will notify you as soon as any additional updates become available. If you have any questions or if there is anything else we can assist you with, please don’t hesitate to reach out. You can contact us through our Contact Us page or call us toll-free at 888-761-4777, Monday through Friday, 9:00 a.m. to 5:00 p.m. CDT.

Dear Peggy, Thank you for taking the time to share your feedback. We’re pleased to hear that you’ve been satisfied with your interaction with our team so far! We understand that you’re currently waiting for additional information from the manufacturer before proceeding further. We're happy to assist in ensuring you get that information as quickly as possible but we were unfortunately unable to locate your inquiry with the information provided in your review. Could you please the name of the sales representative you have been working with or details regarding the item or nature of your inquiry? This will help us best assist. We appreciate your consideration of LuxeDecor and hope to help you find the perfect piece for your home.

Dear Matt, Thank you for taking the time to share your feedback. We sincerely apologize that the lighting fixtures you received did not meet your expectations, and we appreciate the opportunity to address your concerns. First, we would like to assure you that LuxeDecor is an authorized retailer of all the brands we carry. The lighting fixtures in your order were shipped directly from the manufacturer, Metropolitan Lighting, and we do not sell fraudulent, imitation, or "knock off" products. Every product we offer is sourced directly from and authorized by the manufacturer. After reviewing your order, we can confirm that you first contacted us on July 23rd via our Live Chat platform and submitted a return request through our website regarding your concerns with the items. Our Returns team promptly responded to review your request, explained the applicable return policy, discussed the available options, including the possibility of retaining the fixtures with a goodwill discount. and initiated communication with Metropolitan Lighting to facilitate your return request. On July 27th, you contacted us again to further explain your concerns regarding the finish and appearance of the fixtures. On July 28th, our Claims team followed up to request photographs and additional information so that we could present a detailed claim to the manufacturer for review. We truly appreciate your willingness to communicate with our Customer Service and Claims Management teams, as well as your cooperation in providing additional information and photographs. Your continued communication has enabled us to advocate on your behalf with the manufacturer and work toward the most appropriate resolution as quickly and seamlessly as possible. Customer satisfaction is extremely important to us, and we remain committed to resolving this matter as quickly as possible. Thank you for your patience and understanding while we continue working with Metropolitan Lighting, and we look forward to assisting you through to a resolution. If you have any questions in the meantime, we’re here to help. You can reach us through our Contact Us page or by calling us toll-free at 888-733-3201, Monday through Friday, 9:00 a.m. to 5:00 p.m. CDT.

Dear Caroline, I sincerely apologize for the frustration and inconvenience you’ve experienced with your order. This is not the level of service we strive to provide, and I understand how disappointing this situation has been. On July 3, 2026, you placed an order for two Villa & House Virginia Glacial Mist Blue Buffet Lamps. Your order was shipped, and tracking information from Metropolitan was provided on July 7, 2026. On July 14, 2026, you contacted us to let us know that only one of the two lamps had been delivered. As soon as we were made aware of the issue, our Logistics team partnered with the carrier to initiate a dock search for the missing lamp. A dock search is a thorough investigation conducted by the shipping carrier to locate freight that may have been misplaced or separated during transit. During this process, the carrier searches its loading docks, terminals, trailers, and warehouses to determine whether the missing item is still within its network so it can be routed to its final destination as quickly as possible. At this time, we have escalated the matter directly to the carrier’s management team to obtain an immediate update. We understand that this process has taken longer than expected, and we sincerely apologize for the inconvenience and frustration this has caused. Please know that we are actively monitoring the situation and will provide you with an update as soon as we receive additional information. If you have any questions in the meantime, we’re here to help. You can reach us through our Contact Us page or by calling us toll-free at 888-733-3201, Monday through Friday, 9:00 a.m. to 5:00 p.m. CDT. Thank you for your patience and understanding. We truly appreciate the opportunity to make this right.

Hi Stephen, Thank you for taking the time to share your feedback. I sincerely apologize for the frustration you’ve experienced with your order. This is not the level of service or experience we strive to provide for our customers. On July 24, 2026, you placed an order for two Four Hands Numa Outdoor Accent Chairs in Washed Brown Teak with Stone Grey Olefin. At the time of purchase, the estimated shipping timeframe displayed was 2–4 weeks. As outlined in our Terms of Use and Estimated Shipping Times, the order confirmation email includes an approximate lead time. Please note that these shipping estimates are subject to change based on product availability. Once the manufacturer accepts the order, we provide an updated estimated ship date if it differs from the original estimate communicated at checkout. 30-Day Return Policy | LuxeDecor Later that same day, the manufacturer confirmed your order, and we sent you the following update: “The manufacturer has provided a shipping date estimate of the week of September 21st. Please note, this timeframe is subject to change, and these products may ship earlier than estimated. Please contact us with any questions or if you would like alternative suggestions—we are here to help! We will keep you informed of any updates and provide tracking information as soon as it becomes available.” We understand that changes to estimated shipping dates can be disappointing, and we sincerely apologize for any inconvenience this has caused. If you have any questions or if there is anything further we can assist you with, please don’t hesitate to reach out through our Contact Us page or call us toll-free at 888-733-3201, Monday through Friday, 9:00 AM–5:00 PM CDT. We’re here to help and appreciate the opportunity to assist you.

Dear Brian, Thank you so much for taking the time to share your experience with us—we truly appreciate your feedback, and I’m very sorry for any frustration this may have caused.  I’ve applied the discount to your order. If there’s anything else we can assist with, please don’t hesitate to reach out through our Contact Us page or give us a call at 888-761-4777, Monday through Friday, 9:00 AM – 5:00 PM CST. We’re always happy to help.