I recently contracted the services from LUX Design for my brand new condo and I wish I could take it back. it has been terrible from the get go. We gave them a budget of $12,000 and both designs were close to $30,000. So, basically a waste of my time because there is no way I could afford that. Since then I have emailed and I get a response a week later, I ask for quotes or ideas and I never hear from them. Also, I really don't like the fact they weren't honest with me. They said I would pay retail price for the goods. Which is fine because I know they get a better price and that's fine, they have to make money too. However, I did some research and pretty much every item I paid more for and some items considerable amounts. Also, there are so many fees and they are expensive and marked up. Even stuff like light bulbs are marked up and you don't even get all the necessary bulbs I had to go buy more. I have complained to the manager and have voiced my displeasure with their service and now I have to take to this because right now I have paid $4000 for curtains, lights and a coffee table and I believe they just want my money and for me to just go away. I could complain about more issues but I think you get the point, I would never recommend LUX.
- Approximate cost of services:
- $10,000.00
- Company Response
Good morning,
My name is Christine and I am the director of operations at LUX Design. After reading your review online I am reaching out firstly to apologize that you had an unsatisfactory experience with us, and secondly to try and resolve the situation together with you.
LUX values each individual client that we work with and it is never our intention to cause a client to be frustrated or less than satisfied with our services. As a boutique company, our reputation is very important to us and we work hard to instill our staff with the tools and training necessary to provide excellent client service. A few months back, we had two lead staff members leave us to start their own company and as this was going on without our knowledge we know that their intentions were not on our side with regards to client service. I believe that your experience occurred around this time with said staff members. Although that is by no means an excuse, it may help to paint a picture of this atypical experience with our firm that we truly regret.
Since we do not recognize the name Howie that was used to post the review, I cannot be sure who I am reaching out to, but would sincerely love the opportunity to make things right, in any way that I can. I would like to ask that you contact me directly, at christine@luxdesign.ca, or by phone at 416.848.3108. I would be happy to meet with you at our office or your home to discuss your experience and offer solutions to move forward positively.
I look forward to hearing from you soon.
Warm regards,
Christine