Luxer one

If you are considering moving into an apartment building that uses the Luxer One technologies, I strongly urge you to reconsider! This system is always down and has horrible customer service. DON’T DO IT!

I recently moved into a rental that offered this as what I thought would be a benefit. It is far from a benefit. I got a notification that I had 3 diff packages in the lockers. I went to retrieve - two of the lockers opened and revealed packages - the third opened and no package - after investigation they stated that I received the package that it was assigned two access codes - I have no way of knowing if someone sent me something and I have just not received. Today I got a notification of a package delivery - went to retrieve and put in my access code and it said my package was not in a locker but in the package room - by the time I got to the door for the package room my access was denied and looked like I had picked up the package - now my package is in the package room with no way for me to get it. I had to report it to the carrier and company I purchased from as being lost. Customer service stinks - online system for chat is not working - has a bot and no real agent to talk with.

Luxor does not deserve to remain in business. They lose your packages, customer service is a joke, they are unhelpful or even refuse to respond/follow up when you submit complaints. This company is the opposite of “luxury”.

We pay extra to have our packages lost consistently by LuxerOne in our luxury building. It's a gorgeous app but if the human delivering miss-places your package you are SOL. Consistently infuriating.

My apartment complex uses this service, and while it works OK most of the time, the times it doesn't are a real exercise in frustration. First of all, while there are over 100 individual lockers, the vast majority of packages are placed into the two extra-large "shared lockers," so digging through all of the packages to find mine can be a real chore, and, as others have mentioned, some of residents don't bother to put the packages back when they're done looking, so there are packages strewn about the floor. But the real problem is that the computerized locker system is often down, meaning I don't get a notification/access code to the locker when a package is delivered. The response is always, "We'll notify the building's management," but that can take days because the management is very busy with other issues (plus it REALLY exacerbates the problem of having to find a package in an over-stuffed shared locker). Really not right for a service I'm charged extra for on my rent and can't opt out of.

Luxer one is a fraud company. They provide no assistance. Their gadgets are horrible and broken. Most of the time their door will not open and then your packet will be lost. They will offer no assistance except telling that they will blame the property manager about the loss or the door of the mailbox not opening. They will not take any responsibilities and will provide no help. Forget about compensation for your loss. Luxer one is No.1 fraud company.

I had my package given away to someone else, and the company did a video review confirming that someone else took my package. And all they have done to help is say they are attempting to have the thief return my package... It has been 10 days and customer service keeps hanging up on my phone calls and ending my online chats saying they will email me later which they never do. How is a company going to say it is not at fault for giving your package away and that it is the responsibility of whoever took my package to return it to me.

I’m starting to think that this system is terrible for EVERYONE involved with this service. Even my apartment who signed up for this service.

The delivery people are confused and have no idea where to deliver the package, sometimes it’s in the Luxer locker room, sometimes at my apartment door, sometimes it’s the front desk. Whatever happens you have a 30% chance you’ll actually get an email notification that you got your package.

If it actually gets to the Luxer locker room I have to swim in a sea of disorganized boxes all over this Locker for about 20-30mins. And worst case I have to go to every building to find my package, because the delivery people don’t know how to use the service and just deliver it to the most convenient front door.

When it is delivered to the Luxer Locker I often have to notify the front desk saying my package is missing and I have to have a team of people help me to find my package in this locker that has been tossed around by other people frantically looking for their packages.

This system SOUNDS easier for front the desk, but honestly it isn’t, it’s terrible and a waste of time and probably money for everyone involved. It has great marketing only.

You might as well hire someone to hand deliver the packages to every door instead, it might be cheaper and better service.

I am trying to get my condo HOA to remove this garbage system. The ipad locks up it seems weekly. I paid for overnight delivery and get notified 24+ hours later that its here. I get other people stuff in my locker all the time and I find my stuff on the floor, because it was in the wrong box. DO NOT get one of these! Wish me luck in getting out out of here. I have been complaining to Amazon and letting them know every time I getting a refund from them. I am requesting the refused to use the this box!

My package is missing and I can't get assistance. It has been 2 weeks.

The packaged was delivered to their locker at 10 AM, the package was taken at 12 PM with some bogus signature. I came to the locker at 7 PM to get my package but was told there was nothing there. So I checked their app and found out it was picked up already. I’ve contacted them through email and it has been two days with no reply. What’s the point of paying for a service just to have my stuff stolen?!

Luxer One handles the package room at my apartment complex. The first issue is all packages are left in one big room for anyone to take. Second they state that one feature is it is under video surveillance. I have had two packages go missing in the last 4 months. I reached out to Luxer one and first they push me to go look in the room again, even though I already looked at every single package. Then when they finally decide to check the video footage it is no longer available because they only keep a few days of footage. Basically you are paying for a service that is useless because if your package vanishes you have to deal with the carrier.

Luxer one.. Does not deliver the packages, does not help when one is missing.. Basically does nothing but give you a code to access a room filled with packages.

Luxer One allowed my package to be stolen out of the locker, without even notifying me that it was stolen. And since *** is also incompetent and didn't take a proper picture of the package/shipping label, I literally have no idea what that package contained. I don't know if its something I ordered for Christmas or if someone sent me or my kids something. It could have been very valuable and I CAN'T EVEN TRACK IT BECAUSE LUXER ONE KNOWS NOTHING ABOUT THE PACKAGE INCLUDING THE TRACKING NUMBER. I have tried many times to resolve this issue with Luxer one and their response was "sorry, you're on your own".

This whole problem started when Luxer One installed their delivery room at our apartment complex. I am not a Luxer One customer; I opted out of their "services" ever since they started hijacking my packages. When a package is suppose to be delivered to my address, it really gets delivered to the Luxer One storage room. Opting out of their services means absolutely nothing, I still have to call them every time to get my packages. This is an ongoing problem.

After making calls to Luxer One to retrieve my packages, they always apologize. I'm sorry, apologies don't solve the problem. Then they tell me how since I've opted out, delivery drivers are suppose to deliver the packages to my door. I've been told on the phone by Luxer One that: 1) drivers scan all packages and place them in the storage room, unless there's a message on the iPad for the driver to deliver it to my door. (Not true; their system doesn't work that way, as verified by ***.) 2) They tell me they'll "reached out" to *** and *** to fix the problem. This is a hollow promise, *** and *** don't have to follow Luxer Ones' desires or wishes; they don't work for Luxer One, so Luxer One has no control over *** or *** drivers.

I had another delivery yesterday. According to *** the package was delivered to MY address. Nope, it's sitting in Luxer One's storage room. No access code to retrieve it. I've called Luxer One and their lines are all busy, "Please try your call later."

What does opting out of Luxer One's business model really mean? Aren't there any laws against a third party taking control, (aka hijacking,) of your packages when you don't want them to?

According to Luxer One, my package went missing. They were unable to locate my package or get in contact with the property management.
They take no responsibility for their faulty system. Supposedly they have 24/7 surveillance in their locker rooms, yet they were unable to locate my package that was delivered to a stored locker.
Their correspondence is horrible.
It takes days for them to communicate back. In the end all they can say is, we're sorry your package is missing. We can't do anything about it.

The only way I can receive packages is to pay for this service and Luxer One customer service has not been ethical when I finally had to sign up for this service because I have missed 3 packages since USPS marks refused. AFTER I sign up I am given the $10 fee if package is not picked up and I was advised that their are terms and conditions that I have not yet seen AND I have already given my credit card information. I try to take my credit card off file and they deflect accountability and say it is the apartment/land lord who requires it

Luxer One controls access to my apartment building's mail room. If you order a package, you are supposed to receive an access code via text or email from Luxer One when it is delivered.
Unfortunately, this rarely happens. More often than not (seriously 80% of the time), Luxer One doesn't provide an access code, making it necessary to call their customer service department by phone to request one.
Best-case scenario: You are on hold for five minutes, spend five more minutes on the phone providing your name and address and tracking number and contact information, and then Luxer One provides an access code.
Alternative scenario: You are on hold for 15 minutes, you are answered by a Luxer One employee who can't find a record of the carrier having been at your apartment; you spend 10 minutes pleading with them before hanging up; you call again, spend another 15 minutes on hold, and then--after providing the exact same information requested by the first agent--you finally receive the access code.
In summary, their system is glitchy and their employees follow seemingly inconsistent policies.

They did not notify me of 2 small packages I received which could have easily been put in my mail box until 24 hours later. The company I bought the gifts from assured me I'd get the packages on time for my neice's birthday. She was extremely disappointed as she had to take a flight home without the gifts. An employee of Luxer One opted me out of receiving any future packages telling me that any packages sent to me will be returned to the sender. Put smaller packages IN THE MAIL BOX. YOU work for residents at Renew *** WE don't work for you! No wonder you're not accredited by the Revdex.com!

Can I give zero stars? This is by far the worst package delivery system, so much so that I am considering moving out of my apartment complex because I cannot get my packages anymore. I have lived here 3 years with a regular (human) concierge, and did not lose any packages. Now, three months of the Luxer One system and I have lost FIVE packages, and no response or efforts to find these packages. When I call the company, they say I have to contact the post office or *** to find lost items. No way - this is absolutely a result of this inefficient, inconvenient, horrible, waste of money system. They are untrustworthy, unreliable, and do not care about filed complaints or focusing on make improvements to their system. If you are looking at an apartment building that uses this system, look somewhere else - if you value your ability to get your own mail!

This service is horrible. They force you to sign up when you move into an apartment complex that has these “luxury” mail boxes. Then they make you list a credit card for each recipient so they can charge you late fees, which would be fine IF they actually TOLD you that your package arrived. Half the time they don’t! Then you track the package only to find out that it arrived THREE DAYS AGO. Which of course means that you have already accrued late fees which they proceed to charge to ALL the cards that are listed. Every. Single. One. What’s that you say? That package wasn’t under your name? TOO BAD! You still pay for $8. Total scam artists. Poorly thought out and inefficient system designed to take your money while providing you NOTHING that a normal mailbox doesn’t already provide. Total garbage.