Anyone have eLux issues?

aerithgirl · Aug 1st, 2008, 12:22 PM

So I've been fighting off the *buysomething!* bug for a while now, mainly due to me realizing that LV made such cute accessories and seeing how all of you use them so well

. Finally yesterday I gave in and decided to buy something I've wanted for a while off of eLux. Well I was really lucky it seems because after I put it in my basket it the icon for it went away from the site, so I got the last one (in that color). So I'm thinking "woohoo!" and I go to check out immediately.

Now I've never used eLux before, so I register real fast and go to pay with my credit card, but it doesn't go through. I try a few more times, and then an online assistance person tells me that my billing address doesn't match the cc. Turns out I forgot to change the address from my parent's place to my place. No biggie, I changed it online real fast. Still didn't work. Used my parent's address, no luck. Then I check my cc account again and to my horror my available balance is 0

, so I call eLux immediately and they tell me that even though the transactions didn't go through the money was "allocated" from my cc for each attempt, and it won't be replenished for 3 TO 4 DAYS. I don't know about you guys, but I'll need my cc before then (for gas at least). On top of that, since this all took so long she told me that the item was no longer in my basket and someone else had it, and it was limited edition, so it was the last one they would ever have

. At this point I'm pretty crushed.

Well it all turned out ok actually because it was still in my basket after all (I'm not sure why she told me someone else had it? I think she just assumed it was likely someone else did), and the lady took my cc help number and said she would call them so my money would be back today, which is fine. So I bit the bullet and bought it with my check card (it wasn't that expensive so it wasn't a big deal).

So really overall I can't complain, I got what I wanted and I'll have my money back, and the people I spoke with were very nice and helpful, but it was just a HASSLE. It took over a hour to do with all the checking different sites and talking with help reps, and it was a bit of an emotional rollercoaster also.

Has anyone else ever had that kinda problem with them??

Sorry this was so long!!!

rainrowan · Aug 1st, 2008, 01:43 PM

I'm not sure I see it as a problem; the customer service sounds fantastic -- that they would talk you through each step of the way to make sure you got your merchandise!

That's pretty good --

After all, the problem was with your credit card shipping/billing information and I don't think any other company would have the time until one got it sorted out with their credit card company first.

Once the stress of the transaction wears off, I'm sure you'll be going "oooh I can't wait to get it!!!!"

ayla · Aug 1st, 2008, 01:46 PM

I've never dealt with eLux.. but I just had to drop by to say, LOVE FF7 !

aliburke84 · Aug 1st, 2008, 02:46 PM

I just dealt with a minor problem with them. It might have just been more of an annoyance, but it was the first time i ordered with them so i placed the order on a monday and on thursday it still hadn't shipped so i called them. they said they needed to verify with AMEX since it was my first purchase with them and they were waiting to hear back from them. so i called amex and they were like um no we got back to them immediately on monday right after they contacted us. so, eLux just didn't acknowledge that i guess and just wasted three days for no reason. so they were like ok we're sending it out today, so i check the trackign and it's scheduled to arrive on saturday!! i specifically had it shipped to my office so that i could sign for it since they require that. obviously nobody is at my office on saturday but i figured i could have the ppl at the front desk sign for it and i'd go pick it up from them. i wrote a letter giving permission for the front desk to sign for it. so saturday comes and goes and theres no package for me yet. i call fedex and they say that noobody else is allowed to sign for it and the next time they would attempt would be TUESDAY. so anyway, i was just really annoyed because if elux had been more diligent about the amex thing i wouldnt have had to wait 9 days for my order

frankidurbin · Aug 1st, 2008, 03:12 PM

I have had issues for weeks... it is showing I have a 'false balance' in store credit. So if I go to check out it gives me an error message telling me that I really don't have the funds in my store credit account. I know this. They know this. I've asked for it to be corrected many (many) times over the past few weeks. I have been completely able to buy anything via the web site at all for close to three weeks (darn it!). And since I will need to pay extra on top of what store credit I do have, I have a financial incentive to complete the transaction online, not by phone (no money back via Lucky Rewards if I do that).

I am praying they take care of it before the price increase! :)

aerithgirl · Aug 1st, 2008, 03:14 PM

aliburke84- Yeah that's the thing, I'm not mad really because it all worked out well, but it was definitely a hassle.

rainrowan - Their customer service was definitely fantastic, what I'm mainly upset about was that they made my credit card unusable and didn't notify me in any way that that would happen until I called them. I am definitely excited to get it though!!! I'm gonna post pics of it when it arrives, I can't wait

ayla - haha thanks!! Truth be told this name is from when I was in 7th grade and the game had just come out, I just got used to using it for everything so I kept it

I get made fun of sometimes but I still love it

aerithgirl · Aug 1st, 2008, 03:17 PM

Quote:

Originally Posted by frankidurbin

I have had issues for weeks... it is showing I have a 'false balance' in store credit. So if I go to check out it gives me an error message telling me that I really don't have the funds in my store credit account. I know this. They know this. I've asked for it to be corrected many (many) times over the past few weeks. I have been completely able to buy anything via the web site at all for close to three weeks (darn it!). And since I will need to pay extra on top of what store credit I do have, I have a financial incentive to complete the transaction online, not by phone (no money back via Lucky Rewards if I do that).

I am praying they take care of it before the price increase! :)

Oh wow I'm sorry!

I would be calling them constantly if that happened to me. What do they tell you when you call them?? Did they say it'll take a while?

Jerzygirl · Aug 1st, 2008, 04:01 PM

I ordered 1 thing from them so far and didn't have any problems.

NicolesCloset · Aug 1st, 2008, 11:13 PM

My 2 cents. Everything has worked out so far! I ordered a 30 speedy, when I got it smelled like the dickens. Of course, it is just me, that I am picky and I am comparing it to the smell of the boutique speedy. The bag was folded (not nicely like they usually fold speedys) but all smooshed and just not presented well for the money I paid. I called ,and they CS was excellent. They are sending me a new bag tomorrow. But, I still have not gotten it. So who knows? The thing is , like you said the hassle. I hate that.

Chanticleer · Aug 2nd, 2008, 11:43 PM

I've ordered twice from eLux and have been very happy and impressed with their service and merchandise. Even with my first purchase there were no glitches. Sorry some of you had some problems, but I'm glad everything worked out for you.

LaurieLou · Aug 3rd, 2008, 03:44 AM

ive ordered 5 Lvs from them and ive had no issues at all. im always pleased with the quality and cs is great.

frankidurbin · Aug 3rd, 2008, 02:52 PM

aerithgirl... they are super sweet when I call, but it is someone in IT who has to fix it. So I'm still waiting. I just read on another thread that the 19th is when the price increase take effect...so as long as they have it sorted out by then I"m great.

I actually LOVE eLux because I save so much in taxes. Plus, it's a thrill having a bag dropped off at my door :) Hopefully we'll get this sorted out quickly. I've got shopping to do :)

aerithgirl · Aug 5th, 2008, 04:22 PM

As an update to this -- I only just got my credit back TODAY (Tues). They assured me on thursday that it would be normal within a day, and when I called my cc help line on Sat they said that the eLux line is closed on weekends and they couldn't do anything without them on the line. So uggg -- that was drama. But still I have to agree, even though I had issues I still got the item I wanted for a good price, so I'm not sure what to think. It's great that everyone was so nice and attentive, but if they don't actually do what they say they will that isn't really enough, KWIM?

chessmont · Aug 6th, 2008, 12:33 AM

I've been ordering from ELX for gosh, maybe 6 years, and only ever had one problem - they sent me the wrong size looping bag. They corrected te problem quickly. I probabaly have bought 25+ items from them.

aerithgirl · Aug 7th, 2008, 01:19 PM

ANOTHER update - So after all that they sent the WRONG item!! At this point I'm just laughing at all the bad luck I'm having

. I felt so bad too when I called them back because I got the same customer support guy I had before and he was just like "Are you serious?? I am sooooo sorry!" He felt so bad and did all these nice things for me, including giving me a credit towards my account for future purchases, which is just fantastic

.

I'll probably still use eLux in the future, despite all this, just because they're so nice about it.

Thank you, Tristan!!!

You're the best support guy ever.

Aug 1st, 2008, 12:22 PM	#1
aerithgirl Member Location: Ellicott City, MD	Anyone have Elux issues? So I've been fighting off the buysomething! bug for a while now, mainly due to me realizing that LV made such cute accessories and seeing how all of you use them so well . Finally yesterday I gave in and decided to buy something I've wanted for a while off of eLux. Well I was really lucky it seems because after I put it in my basket it the icon for it went away from the site, so I got the last one (in that color). So I'm thinking "woohoo!" and I go to check out immediately. Now I've never used eLux before, so I register real fast and go to pay with my credit card, but it doesn't go through. I try a few more times, and then an online assistance person tells me that my billing address doesn't match the cc. Turns out I forgot to change the address from my parent's place to my place. No biggie, I changed it online real fast. Still didn't work. Used my parent's address, no luck. Then I check my cc account again and to my horror my available balance is 0 , so I call eLux immediately and they tell me that even though the transactions didn't go through the money was "allocated" from my cc for each attempt, and it won't be replenished for 3 TO 4 DAYS. I don't know about you guys, but I'll need my cc before then (for gas at least). On top of that, since this all took so long she told me that the item was no longer in my basket and someone else had it, and it was limited edition, so it was the last one they would ever have . At this point I'm pretty crushed. Well it all turned out ok actually because it was still in my basket after all (I'm not sure why she told me someone else had it? I think she just assumed it was likely someone else did), and the lady took my cc help number and said she would call them so my money would be back today, which is fine. So I bit the bullet and bought it with my check card (it wasn't that expensive so it wasn't a big deal). So really overall I can't complain, I got what I wanted and I'll have my money back, and the people I spoke with were very nice and helpful, but it was just a HASSLE. It took over a hour to do with all the checking different sites and talking with help reps, and it was a bit of an emotional rollercoaster also. Has anyone else ever had that kinda problem with them?? Sorry this was so long!!! __________________ My beautiful growing collection - Mono Beverly MM (<3!!!) - White MC Alma - Gold Pochette Miroir - Mono Riveting Pochette - NEW!! Black MC Sologne!! - White MC cles - Vernis Eldridget Zippy Wallet in Rouge - White MC Agenda Carnet de Bal - NEW!! White MC widescreen ipod cover - NEW!! Rose Papillon Bandeau! - NEW!! Black Marguerite Bandeau!

Aug 1st, 2008, 01:46 PM	#3
ayla Sim Simma Location: Toronto, Ontario	I've never dealt with eLux.. but I just had to drop by to say, LOVE FF7 ! __________________

Aug 1st, 2008, 02:46 PM	#4
aliburke84 Member Location: JC/NYC	I just dealt with a minor problem with them. It might have just been more of an annoyance, but it was the first time i ordered with them so i placed the order on a monday and on thursday it still hadn't shipped so i called them. they said they needed to verify with AMEX since it was my first purchase with them and they were waiting to hear back from them. so i called amex and they were like um no we got back to them immediately on monday right after they contacted us. so, eLux just didn't acknowledge that i guess and just wasted three days for no reason. so they were like ok we're sending it out today, so i check the trackign and it's scheduled to arrive on saturday!! i specifically had it shipped to my office so that i could sign for it since they require that. obviously nobody is at my office on saturday but i figured i could have the ppl at the front desk sign for it and i'd go pick it up from them. i wrote a letter giving permission for the front desk to sign for it. so saturday comes and goes and theres no package for me yet. i call fedex and they say that noobody else is allowed to sign for it and the next time they would attempt would be TUESDAY. so anyway, i was just really annoyed because if elux had been more diligent about the amex thing i wouldnt have had to wait 9 days for my order __________________

Aug 1st, 2008, 03:14 PM	#6
aerithgirl Member Location: Ellicott City, MD	aliburke84- Yeah that's the thing, I'm not mad really because it all worked out well, but it was definitely a hassle. rainrowan - Their customer service was definitely fantastic, what I'm mainly upset about was that they made my credit card unusable and didn't notify me in any way that that would happen until I called them. I am definitely excited to get it though!!! I'm gonna post pics of it when it arrives, I can't wait ayla - haha thanks!! Truth be told this name is from when I was in 7th grade and the game had just come out, I just got used to using it for everything so I kept it I get made fun of sometimes but I still love it __________________ My beautiful growing collection - Mono Beverly MM (<3!!!) - White MC Alma - Gold Pochette Miroir - Mono Riveting Pochette - NEW!! Black MC Sologne!! - White MC cles - Vernis Eldridget Zippy Wallet in Rouge - White MC Agenda Carnet de Bal - NEW!! White MC widescreen ipod cover - NEW!! Rose Papillon Bandeau! - NEW!! Black Marguerite Bandeau!

Aug 1st, 2008, 04:01 PM	#8
Jerzygirl Member	I ordered 1 thing from them so far and didn't have any problems. __________________ “I don't do fashion, I am fashion.”

Aug 1st, 2008, 01:43 PM	#2
rainrowan INFJ	I'm not sure I see it as a problem; the customer service sounds fantastic -- that they would talk you through each step of the way to make sure you got your merchandise! That's pretty good -- After all, the problem was with your credit card shipping/billing information and I don't think any other company would have the time until one got it sorted out with their credit card company first. Once the stress of the transaction wears off, I'm sure you'll be going "oooh I can't wait to get it!!!!"

Aug 1st, 2008, 03:12 PM	#5
frankidurbin Member Location: Somewhere fabulous	I have had issues for weeks... it is showing I have a 'false balance' in store credit. So if I go to check out it gives me an error message telling me that I really don't have the funds in my store credit account. I know this. They know this. I've asked for it to be corrected many (many) times over the past few weeks. I have been completely able to buy anything via the web site at all for close to three weeks (darn it!). And since I will need to pay extra on top of what store credit I do have, I have a financial incentive to complete the transaction online, not by phone (no money back via Lucky Rewards if I do that). I am praying they take care of it before the price increase! :)

Aug 1st, 2008, 11:13 PM	#9
NicolesCloset Celeb Freak! Location: in a happy place!	My 2 cents. Everything has worked out so far! I ordered a 30 speedy, when I got it smelled like the dickens. Of course, it is just me, that I am picky and I am comparing it to the smell of the boutique speedy. The bag was folded (not nicely like they usually fold speedys) but all smooshed and just not presented well for the money I paid. I called ,and they CS was excellent. They are sending me a new bag tomorrow. But, I still have not gotten it. So who knows? The thing is , like you said the hassle. I hate that.

Aug 2nd, 2008, 11:43 PM	#10
Chanticleer LV=My Bliss Location: Chesapeake Bay country	I've ordered twice from eLux and have been very happy and impressed with their service and merchandise. Even with my first purchase there were no glitches. Sorry some of you had some problems, but I'm glad everything worked out for you. __________________ *ENGLAND---MY OTHER OBSESSION*

Aug 3rd, 2008, 03:44 AM	#11
LaurieLou LV and Diamonds! Location: NY	ive ordered 5 Lvs from them and ive had no issues at all. im always pleased with the quality and cs is great. __________________ I quit smoking and drinking and now I am addicted to Vuitton! Check out my collection! http://forum.purseblog.com/louis-vuitton/my-bag-collection-328745.html

Aug 3rd, 2008, 02:52 PM	#12
frankidurbin Member Location: Somewhere fabulous	aerithgirl... they are super sweet when I call, but it is someone in IT who has to fix it. So I'm still waiting. I just read on another thread that the 19th is when the price increase take effect...so as long as they have it sorted out by then I"m great. I actually LOVE eLux because I save so much in taxes. Plus, it's a thrill having a bag dropped off at my door :) Hopefully we'll get this sorted out quickly. I've got shopping to do :)

Aug 5th, 2008, 04:22 PM	#13
aerithgirl Member Location: Ellicott City, MD	As an update to this -- I only just got my credit back TODAY (Tues). They assured me on thursday that it would be normal within a day, and when I called my cc help line on Sat they said that the eLux line is closed on weekends and they couldn't do anything without them on the line. So uggg -- that was drama. But still I have to agree, even though I had issues I still got the item I wanted for a good price, so I'm not sure what to think. It's great that everyone was so nice and attentive, but if they don't actually do what they say they will that isn't really enough, KWIM? __________________ My beautiful growing collection - Mono Beverly MM (<3!!!) - White MC Alma - Gold Pochette Miroir - Mono Riveting Pochette - NEW!! Black MC Sologne!! - White MC cles - Vernis Eldridget Zippy Wallet in Rouge - White MC Agenda Carnet de Bal - NEW!! White MC widescreen ipod cover - NEW!! Rose Papillon Bandeau! - NEW!! Black Marguerite Bandeau!

Aug 6th, 2008, 12:33 AM	#14
chessmont Member Location: CA, USA	I've been ordering from ELX for gosh, maybe 6 years, and only ever had one problem - they sent me the wrong size looping bag. They corrected te problem quickly. I probabaly have bought 25+ items from them.

Aug 7th, 2008, 01:19 PM	#15
aerithgirl Member Location: Ellicott City, MD	ANOTHER update - So after all that they sent the WRONG item!! At this point I'm just laughing at all the bad luck I'm having. I felt so bad too when I called them back because I got the same customer support guy I had before and he was just like "Are you serious?? I am sooooo sorry!" He felt so bad and did all these nice things for me, including giving me a credit towards my account for future purchases, which is just fantastic . I'll probably still use eLux in the future, despite all this, just because they're so nice about it. Thank you, Tristan!!! You're the best support guy ever. __________________ My beautiful growing collection - Mono Beverly MM (<3!!!) - White MC Alma - Gold Pochette Miroir - Mono Riveting Pochette - NEW!! Black MC Sologne!! - White MC cles - Vernis Eldridget Zippy Wallet in Rouge - White MC Agenda Carnet de Bal - NEW!! White MC widescreen ipod cover - NEW!! Rose Papillon Bandeau! - NEW!! Black Marguerite Bandeau!