Luxe Seafood Company - Los Angeles, California

GUILLERMO Serrano

es un buen lugar

Wendy Wong

UPDATE: I think this was a situation where we’ll have to agree to disagree. Happy to post the full email thread—with my personal info redacted. (I did when I originally posted my review, but I don’t know if it was removed.) Thankfully Chase was extremely helpful and gave me the refund I requested. (Props to them for being so understanding!)

Amazing seafood—but can't recommend because they charge for things left out of your order 50% of the time and the CEO falsely accused me of racially profiling their drivers because I asked for a refund. (This happened 3 out of 6 orders.) It was frustrating because they don't refund for missing items; they'll add the missing product to a future order. But for my last order, they (a) left something out, (b) charged me for an add-on service that I didn’t request, and (c) then said I miscommunicated my order—even though I had put the same order in 5 times previously. It was very unusual because all the employees I interacted with on the phone or in-person have been very kind. I later found out that it was the CEO I was replying with so that might explain why the customer service had a surprising 180˚.

To me, it's not worth the frustration of being shortchanged ~$15-30 every other order, told it's your fault, and being told a refund for missing products isn't fair. I always hesitate to leave bad reviews because I know things sometimes get missed when businesses are busy. It's fine if they acknowledge a mistake was made. It's not okay when a CEO bombards you with excuses, blames you, says they'll come to your house without your okay to pick up the original order, and then accuses you twice of racially profiling their drivers—after you point out the holes and contradictions in his argument.

Jay Chang

I’ve been a luxe customer for 5+ years - great consistent quality and service

Rafael Palomares

Everyone is friendly and customer service is fast. You walk in and walk out happy.

Alejandro Padilla

Top of Line Class "A" Stuff Here . I Dare you to try them . . .

河川シプリアーノ Shipisan

The seafood selection is big, always fresh. Love the oysters and the large live pawns.

Thomas C.

UPDATE: I continue to stand behind my original post as all points mentioned are simply facts. As of 11/25, our account status still showed Ms. Wrong’s credit card dispute as “declined and closed.” I am certain if we blatantly did Ms. Wong wrong, her dispute would be successful and $15 credit would not have reversed back to us. Happy to post Ms. Wong’s declined dispute status from our merchant account website and the entire email thread without redactions to show a whole picture, but that would inadvertently and unethically show her personal and credit card information. We disagree to agree, but at this point time is instead better spent on our business to ensure our employees’ livelihood and well-being under current COVID crisis.

**
This is a response to Ms. Wendy Wong’s post. Here is a summary of what transpired:
1) Ms. Wong decided not to use our standardized ordering form and created her own “language” to place her orders, which caused her “shortchange” claim.
2) We require our clients to make their disputes/claims within a 24-hour period after they received our products. This is clearly stated on all our invoices.
3) Ms. Wong made her claim nearly 72 hours after our delivery. I, however, still explained to her patiently via numerous emails that a filleting process, and thus a process charge of $15, was necessary due to her request of having fish head, scales, and bones removed.
4) Even though the claim deadline expired, I offered to: (a) credit back her 50% of $15; (b) exchange her fish and replace one processed to her exact order; or (c) a full refund when we pick up the product in question.
5) Ms. Wong declined all offers, citing she wanted a full $15 refund and not feeling comfortable for our driver to show up at her residence (she had absolutely no problem receiving our prior deliveries from our driver). Her reluctance not to return/exchange a product only made me wonder if the product was already consumed at the time of her claim.
6) Unlike what Ms. Wong claimed, we never sent our driver to her residence without her ok. She refused exchanging the product, so we did not send our driver.
Setting all drama aside, here is the final judgement on this issue: After we submitted our supporting evidence on this transaction, Ms. Wong’s $15 dispute to her credit card company was ultimately unsuccessful. Thank you for your time.

Ramiro Lemus

Super great quality?