Luxer One 4+

Great fast and improving customer service

I just need to shout out Luxor One for not being mediocre when it probably could get away with it. What are the buildings going to do, rip the lockers out and start from zero? But Luxor is still really a great service from a user experience standpoint, and also from a customer service standpoint.

I just submitted a support ticket for a really expensive missing package that I was really stressed about, at 9pm on a holiday weekend. I expected to hear back on Tuesday at the earliest, would have been totally fine with that. A customer service rep (Joana Marie) got back to me in like 20 minutes, 100% solved my problem and found my package, and I’m so satisfied with the experience. I had some package issues in past and while the customer support was always good, it was never THIS good or easy. Give everyone in that department a raise.

I don’t know how to help support the company with my business, as I don’t own or operate an apartment complex, so…I guess if you do own one, just know Luxor One just made me a very satisfied resident here and it’ll be a huge plus for me going forward if an apartment I’m looking at has the Luxor service for their packages. Thank you for coming to my Ted talk.

개발자 답변 ,

We're glad you've been enjoying the app. Thank you for sharing!

It’s okay

So I would love to give 5 stars, but I just can’t because I don’t always get a text message my package has arrived, which causes issues when they want to charge me for packages sitting over 3 days. If I don’t know it has been delivered than why should I be charged.
I can say that customer service has been amazing. I have needed to call multiple times (maybe 6) and all but one customer service person helped me. Most of them went above and beyond to find out where my package was as it was not in the locker it said it was in. So, 5 stars to those people for being awesome. As for the gentleman that told me he couldn’t help, shame on you and zero stars.

Never works and packages get sent back

Sometimes I get a notification, sometimes my husband does, sometimes neither of us does and our package gets sent back. The app works to open lockers and that’s it (and that’s only if one of us gets a notification). My husband got a notification for a package that was addressed to me first, and I didn’t get an email or a notification from the app. When I opened the app it said hello to both of us, but that we have no packages. The second issue is that we are not home, and after I figured out my login (because you guys did something that logged us out after not needing to for two years) there is no longer the option to hold a package for longer? If this package gets sent back I am going to be on the warpath as it contains very important documents. This is not the first issue I’ve had with this app and I’d much rather take my chances with having deliveries always come to my door. It’s much more reliable that way. I can’t imagine how many issues you have with deliveries to apartments that have several roommates.

개발자 답변 ,

Thanks so much for taking time to let us know about your experience. We’re always looking for ways to improve, and we're working on new features now that will help ensure you are always notified correctly about your deliveries. We appreciate your insight.