ComplaintsforLamps Plus, Inc.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/22/2023 I purchased a Mnk Air ceiling fan from Lamps Plus. About a month ago I called in because The fan stopped working, and I spoke to tech-support that helped me to troubleshoot, and I was mailed a new receiver which I was told would remedy the problem. After paying an electrician to come and install the receiver, the fan is still not working. I have called three days in a row to speak to tech-support and ** told there is no one available. *** also been promised to Callback from a supervisor, but never received one. This evening I got an email from tech-support claiming that they called me and I missed their call but I have no missed calls from this company. I want tech-support to let me know if the fan is working or not prior to my one-year warranty expiring because if it doesnt work, they have to send me a new fan. My impression was that this company was very reputable, but it seems to be far from it and giving me the runaround at this point to avoid having to send me a new ceiling fan.This is absolutely unacceptable.

  

  Business response

  05/03/2024

  Hello ******, thank you for your review. I'm very sorry for the experience you recieved contacting our tech support team and the issues you're having with your beautiful fan. I reviewed the order and see that we have processed a replacement and it has shipped under ***** number 736974434668. You're not liable to return the defective fan back and may recycle it or dispose of it once the replacement has been recieved. If you have any questions or concerns, please feel free to contact me. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a bistro sting lights set looked real good until i started to hang them it seems that it is missing a electrical plug both ends have threded two wire ends i think that maybe itr needs some sort of a timer they were bought thrfu you but **** sent them they were ordered on the 10 of dec i received them on the 21 my order numberis bq1216230721201259003 please help me out i like the lights thank you ***************************

  

  Business response

  01/02/2024

  Thank you for your complaint *****. Im sorry to hear youre experiencing issues with your beautiful string lights. I have created a tech ticket for assistance. As a reference, the ticket number is *******. Please allow 1-2 business days for a follow-up. Should you have any questions, please feel free to contact me. 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased on Amazon and contacted the seller (Lamps Plus) through the Amazon customer's service but they did not resolve my issue.Ordered on January 25, 2020 Order# ***-8655654-7079444 Shipping Address Ehsan ********************************************************************************************************************************* I ordered "******************* Boy and Girl Under Umbrella 40" High Indoor/Outdoor Fountain" on 01/25/2020. At that time we were living in an apartment and did not have the opportunity to use this beautiful product. We started using it as an outdoor fountain this summer and unfortunately, after four months, the stand (base) of the fountain has been deformed and crooked (I think because it was not powerful enough to bear the weight of the fountain filled with water and the fiberglass resin melted in outdoor temperature), this issue caused the whole fountain not to stay in a straight horizontal line and we cannot use it anymore. Please provide me with a solution for this issue.Thank you in advance for your support.

  

  Business response

  12/15/2023

  Hello Ehsan. Thank you for contacting us regarding your stunning fountain. Im very sorry to hear and see that its experiencing issues with the base. I reviewed the photo with our product specialist and its likely this was caused by direct exposure to the sun and incorrect storage. Since it was kept in a box in a hot environment this is damaging to the material. Unfortunately, this isnt covered by warranty and youre outside of the one-year warranty period.
  
  Im working with our buyers to confirm if the base and bowl can be purchased separately. Were currently reviewing our inventory to confirm. If its unavailable a full replacement purchase would be recommended,if so, Im happy to offer a discount on this fountain or a different style. If you have any questions, I can be reached at **********************************. 

  Customer response

  12/20/2023

   
  Complaint: 21009192
  
  I am rejecting this response because:

  The product was in great shape as long as it was indoor and had no water in that. It means there was no issue during the storage time. It was never exposed to direct sunlight too because our backyard porch never gets direct sunlight. It was hot in the summer and the temperature reached 100 and the pond was filled with water. In the description, the product is described as an Outdoor Floor Water Fountain and we did not expect this damage.
  
  I prefer not to buy the product again and I am asking for a refund.

  Sincerely,
  
  ***************

  

  Business response

  12/20/2023

  Thank you for your response. To recap our phone conversation, this order is outside of warranty and outside of the 60-day return period for a refund. I did mention the base is available for purchase separately or you also have the option to purchase a different fountain and Im happy to offer a discount. You have declined both options. If you change your mind and would like to place a new order, please feel free to contact me at any time. Im happy to help. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed order OY1225221430420539003 with the merchant in December 2022. The order included bulbs manufactured by ******. When you type in the website address on the box: www.teslerlighting.com you are redirected to Lamps Plus, obviously, this company is a wholly owned subsidiary of Lamps Plus. I also submitted ticket number ******* to the business. Specifically, the light bulb states on the box "this light bulb is warranted to perform free from defects for three years". Well, my bulb is constantly flickering in my Lamps Plus lamp (the website of the business actually recommended these bulbs). I am asking for 1 replacement bulb of: 36H29 - 100W Equivalent 12W LED ***************** Base Frosted Bulb by *************If the merchant requests the defective bulb, please forward me a prepaid shipping label.

  

  Business response

  12/06/2023

  Hello *****, thank you for your claim. Im sorry I wasnt able to reach you over the phone to help resolve this matter quickly. I reviewed your order and I apologize for the bulb experiencing issues.Im happy to confirm we received your ticket requesting a replacement and we issued one on 12/03/2023. Its currently in transit scheduled to arrive on Friday 12/08/2023 under ***** tracking number ************. As a reference the *** number is R01975511.
  
  Should you have any questions ****** please feel free to contact me at ********************************** and reference your order number: OY1225221430420539003.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought three lamps that are supposed to be **** to dusk. They do not go off at ****. Electrician has discarded boxes so I cant return for refund or replacement. Tried calling several times. Was told a technician would be calling me. He did and left a message. I cant call back because I have to go through the same **************** again. Tried to submit a negative review and they wont publish it. Keeps taking me back to their useless chat. This product was 4 times more expensive than a normal lamp that you have to switch manually. Its a total sham

  

  Business response

  11/10/2023

  Thank you for your reviews *****. I was hoping to reach you over the phone to help resolve this matter quickly. All reviews we receive are posted within 4-6 weeks. If you no longer have the original box, please feel free to use any box to return the lights in. If you would like to receive a replacement, I recommend placing a new order first and using the box to return the defective lights in. If instead you would like to keep them for a discount,please reach out to ********************************** with your order number and your preferred solution. I apologize for any inconvenience. 

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number NJ0414221618290969003 I have been trying to get a return label. They emailed one twice and both times the bar code was blurry (in the **** and ***** couldn't scan. They said they would mail a return label twice and I never received one. Why can't they get a usable return label to me? So frustrating! It has been over three weeks now and I'm afraid of being stuck with a $200 light I can't use. PLEASE SEND A USABLE RETURN LABEL!

  

  Business response

  11/08/2023

  Thank you for your review, ******* and speaking with today. Im sorry to hear you experienced issues with multiple return labels. Im glad to hear we were able to correct the issue and the pendant has been sent back to us. To confirm the return tracking number is 9612137718430917254906.Sometimes the label can appear unreadable due to printer settings however,FedEx should be able to print it in store. If you have any questions, please feel free to contact me directly at ***********************************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a concerning issue related to Order ID: *********************, which was scheduled for delivery on Thursday, 9/7/23, at 1:02 PM. On that day, I was expecting two separate shipments, and regrettably, one of them has not been received.The missing item is identified by the *** 811P0, described as "Hiroshi 13" Wide Antique Brass and Natural Sculpture." However, upon reviewing the provided tracking numbers, specifically ************ and ************, it is evident that only one item, *** 729E5 ("Arteriors - ****** Centerpiece"), was delivered. Just one item in total was delivered. Both tracking numbers have the same photo, which means there is no proof of delivering the item that i'm talking about. This conclusion is substantiated by the proof of delivery pictures associated with both tracking numbers, which display identical images showing the Arteriors - ****** Centerpiece as delivered.I have conducted a thorough review of the delivery documentation and can unequivocally confirm that the delivered package contained solely the Arteriors - ****** Centerpiece. Unfortunately, the ******* 13" item remains outstanding.I kindly request your immediate assistance in resolving this matter. My order clearly stipulated two separate packages, one for each item, and the photographic evidence used as proof of delivery indicates only one package was delivered.

  

  Business response

  10/28/2023

  Thank you for your claim, *****, Im very sorry to hear about the continued issues you experienced with your order. I reviewed the order in detail and have escalated the request to reopen and review the investigation with the carrier for item #***P0. I truly appreciate your patience and understanding while we continue to work on your request. If you have any questions, please feel free to contact me at any time. 

  Customer response

  10/30/2023

   
  Complaint: 20785873
  I would like to reiterate the issues I've been facing with my order and express my disappointment with the handling of my case by Lamps Plus.
  
  As I previously mentioned, I have made multiple attempts to resolve my concerns regarding my order, but unfortunately, I have encountered obstacles at every turn. I initially contacted a couple of managers from Lamps Plus who advised me to file a dispute if I wanted a refund because, according to them, they were unable to assist with my issue.
  
  I took their advice and opened a dispute and a claim with *****, as per their instructions. However, I am now facing another roadblock.***** has requested a claim waiver from the shipper to proceed with my claim.but my request for this waiver was denied by yet another manager from Lamps Plus, this manager informed me that I should file a dispute if I wish to receive a refund.
  
  I must admit that I am deeply disappointed and frustrated by this sequence of events. The purpose of contacting Lamps Plus customer service was to seek a resolution to the issues I encountered with my order, not to be directed in circles between different parties with no clear path to a solution.
  
  I would appreciate it if you could escalate my case or direct me to someone within Lamps Plus who can genuinely help me resolve these issues. I believe it is not unreasonable to expect a reasonable and supportive resolution from a reputable company like Lamps Plus.
  
  Your prompt attention to this matter is greatly appreciated.
  
  Sincerely,
  
  *************************

  

  Business response

  11/02/2023

  Thank you so much for your response, I truly appreciate your patience. Im very sorry to hear about the continued back and forth youre experiencing. I escalated your request to our management team whos working directly through ***** to find a solution. In the meantime, with an open dispute pending on the order our system automatically delays the process until the outcome or if the dispute is closed.
  
  If you would like to place a new order for the item, Im happy to assist with place a new order with a $35.00 discount. If you would like to move forward with placing the order, please contact me at **********************************. 

  Customer response

  11/02/2023

   
  Complaint: 20785873
  Thank you for your offer to place a new order with a $35.00 discount. After careful consideration, I have decided to decline the offer at this time. I would like to continue with the resolution process for the existing order. Please keep me updated on any progress regarding the dispute.
  Thank you for your understanding.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/15/2023 I placed an order with lamps plus. On 9/19/2023 I canceled the order as they were unable to fulfil the order. Since this date I have received countless unauthorized transactions on my debit card. Each time a charge appears, I have to call to get the charge removed. This is the 5th time I have been charged without my consent. The most recent occurrence is on 10/5 and 10/6 in which the following charges are showing on my account. *******************************

  

  Business response

  10/09/2023

  Please accept our apology regarding the charges on your order. I have escalated your request to our ************************ to assist your further. We apologize for any inconvenience. Should you have any questions, please dont hesitate to contact me.  

  Customer response

  10/11/2023

   
  Complaint: 20706638
  
  I am rejecting this response because:

  I waited a couple days and I see the additional charges are still visible on my account. 
  
  Sincerely,
  
  *************************

  

  Business response

  10/11/2023

  Hi *******, thank you for your reply. I apologize for the delay; I reviewed your order and can confirm we have requested the authorizations that are pending be removed from your account. Please note based on your account and account policy it may be a few days for the authorizations to be released. If you have any questions, please feel free to contact me. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an item from Lamps Plus, received an acknowledgment and confirmation that the item was to be shipped. Subsequently, I received an email advising that the item was not available and would not ship for two months. I requested cancellation, but Lamps Plus has refused to cancel the order despite failure to disclose that the product was not available at the time of the order.

  

  Business response

  09/26/2023

  Hello ****, thank you for your reviews and feedback. I apologize for the confusion regarding your order for the mirror. I reviewed the order and can confirm the vendor has successfully canceled the order. Please allow 5 - 7 business days for authorizations to drop from your bank account. If you have any questions or need anything else, please dont hesitate to contact me. 

  Customer response

  09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I PLACED AN ORDER FOR A CHANDLIER, RECEIVED A CALL TO VERIFY MY CREDIT CARD INFORMATION AND ADDRESS. I THEN RECEIVED AN EMAIL SEE ATTACHED THAT STATED THANKS FOR YOUR ORDER, WHICH WAS FOLLOWED WITH A TEXT **** DELIVERED. I CALLED AND THE REPRESENTATIVE STATED THE **** WAS DELIVERED TO ANOTHER ADDRESS. SHE THEN INSTRUCTED ME TO GO TO THE ADDRESS AND ASK FOR THE PACKAGE. I AM OUTRAGED I HAVE PURCHASED QUITE A FEW LIGHTS FROM LAMPS PLUS. I WAS ALSO TOLD SHE WOULD NOT SEND ANOTHER LIGHT OR CREDIT MY ACCOUNT. I AM VERY DISAPPOINTED WITH THIS COMPANY. I JUST RELOCATED FROM GA WHERE I ALSO HAVE PURCHASED LIGHTING HOW COULD THIS **** BE SENT TO THE WRONG ADDRESS.

  

  Business response

  08/29/2023

  Thank you for contacting us and bringing this to our attention. Im very sorry to hear about your experience with us. I requested to have the call pull for review to investigate this further. Please allow ***** hours for further assistance.Should you have any questions, please dont hesitate to contact me at **********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩