LuxStyle refutes claims it is involved in inertia selling

PETALING JAYA: Online retailer Lux International Sales ApS (LuxStyle) has refuted claims that it or any other entity in the Lux Group of Companies is involved in anything that could be labelled a scam.

Lux Group representative Jonas Hedegaard said in a statement that the allegations about the company engaging in “inertia selling”, as highlighted in The Star’s front-page report yesterday, are not true.

Claiming that it sells products in more than 140 countries on a daily basis, Hedegaard said LuxStyle had received high scores on Trustpilot.com – a Danish website that publishes reviews of online businesses – and has the “highest” Facebook ad relevance score.

“This wouldn’t be possible if we ran a company based on inertia selling. We value all our consumers and have a high retention rate.

“Any client can return their product and get a full refund up to 90 days after purchase even though they have used the product,” he said.

It was reported that the company’s modus operandi was to link its online advertisements to product listings without prices. Customers were then required to register with their home and e-mail addresses to find out the prices.

The company would then allegedly send products and demand payment via credit card or PayPal, or for the items to be returned to its headquarters in Denmark.

While acknowledging that it occasionally received complaints, Hedegaard said these were few in number in proportion to the company’s global consumer base.

“It is technically impossible to order just by clicking on an ad or banner, and filling in contact details,” he said.

The National Consumer Complaints Centre here, meanwhile, said it would send a position paper to the relevant authorities such as the Domestic Trade, Co-operatives and Consumerism Ministry and CyberSecurity Malaysia by Monday to urge them to conduct investigations.