ComplaintsforLamps Plus, Inc.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2022, we purchased three Minka-Aire Fans from Lamps Plus. We had our electician ****************** install all three new fans after removing our three "old" working fans . We made the choice to tinstall these new fans based on recommendations from family memebers and from ***************. Purchase dates were 06/09/ 2022 and 06/13/.2022. Model # was F727 *******. THe cost of these fans was $747.63 and $306.84 for a total price of $1054.47. The installation was another $1,284,24 .Now, we have had to replace all three switches on all three fans--and when we complained to the company (Lamps Plus) they said maybe we had gotten "defective switches" and they eventually sent us three new switches. These new switches cost another $178.00 and $ ****** for our electrican to replace the old broken "defective switches" with new ones. The switches are so fragile, you must move each setting with extreme care or the tiny "nibs" on the switch will snap off.This is the second summer we have had these fans--and we have had problems with functioning switches again this summer. Now in August, all three fand have "new" replacement switches. We have spent a great deal of time and money to have *************** come to inspect the fans and the switches. My wife and I are both senior citizens; and I am a 100% Disabled Veteran of the ************* We do not have central air in our home, so the fans are essential during the summer months.

  

  Business response

  08/04/2023

  Hello ******, thank you for contacting us regarding the issues youre having with your purchase. Im happy to review this further, using your name, phone number and email I was unable to locate the order. Please provide me with the order number or let me know if the fans were purchased in-store or through one of our marketplaces. I apologize for any inconvenience. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a defective ceiling fan and was told a replacement would be shipped. It is going on a month. I would like a refund.

  

  Business response

  06/27/2023

  *******************, thank you for your review. I apologize for the delay in receiving your replacement. I reviewed your order and spoke with *******, the agent thats assisting with your request, she advised she spoke with you this morning (06/27/2023)and informed you, the reship should be available within ***** hours and will contact you to confirm. Please let me know if youre still willing to wait for the replacement or we can attempt to cancel the replacement and issue a refund.Please note because the fan ships from the vendor I would need to request a cancellation to process a refund instead. I apologize for any inconvenience; please let mw know how you would like to proceed. 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have three identical fans that were installed by Lamps Plus as part of a new home construction one year ago. I am the owner and was instructed by the builder to contact Lamps Plus to repair or replace the three fans that are no longer functioning. I have been calling and emailing since December of *************************************************************** question. My quests were forced to use cell phone lights to navigate thier rooms. The issue has never been resolved which has caused emotional and financial stress.

  

  Business response

  06/02/2023

  Thank you for your review, ********. Im sorry to hear youre having issues with your ceiling fans and have not received assistance with your concerns. I appreciate your time and speaking with me today; I went ahead and reached out to our professionalsdepartment to further assist and confirm the order that ****** placed. Once the order is confirmed, they or I will be able to assist you. If you have any questions, please let me know or you can reach me at **********************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order with lamps plus to realize within minutes the fans didn't have lights. Requested a cancelation. Monday comes, fan is shipped without cancelation. **************** waits until a day after it has shipped to respond to emails. Slow to respond with no way to contact. Waste of resources and time. Will not order from again.

  

  Business response

  06/05/2023

  Hello ******, thank you for your review. Im sorry to hear your cancellation request wasnt fulfilled. We understand how disappointing this is. Depending on the fulfillment stage of the order, requests are not guaranteed. Im sorry I wasnt able to reach you over the phone to review this further. Using your name, phone number,and email, I was unable to locate an order for ceiling fans. To better assist,please provide the order number. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This customer purchased 2 porcelain Chinese pagoda statues from this company and I never received my order! The company says ***** said they delivered my order but I did not sign for my order and says it was left on a door step! How do we know whose door step it was left on? This company has been extremely extremely rude, uncooperative and refuses to do the right thing to towards this customer! I have tried endlessly to work with them and have found out since through research and reviews that this company is not at all about customer service and has numerous numerous complaints including ones as mine! Something has to be done about this!

  

  Business response

  05/16/2023

  Hello *****, thank you for your review and for bringing this unfortunate situation to our attention. Im sorry to hear your order was not received. As a reminder, we have filed an investigation with the carrier on your behalf, and it has been completed. The carrier denied the claim as they concluded the order was correctly delivered. At this time, we recommend disputing the charges through your PayPal account, and Im happy to offer a discount on a new order. I apologize for any inconvenience this may have caused. 

  Customer response

  05/19/2023

   
  Complaint: 20056855
  
  I am rejecting this response because:
  Both this company and ***** both owe this customer an apology and a refund and then some is absolutely warranted  for  this customer after everything I have went through! Not only did ***** deceive the delivery of my package when it was supposed to be delivered, and to the correct address when in fact it was just delivered today 5/16/2023 and my order was broken.  I'm furious at both of these companies for the treatment I have received and will provide pictures upon request of my damaged pagodas! I've never in my life been so  humiliated and been insinuated by Lamps Plus that I had received my package all along! They should be ashamed of themselves!! I would and will never shop with this company nor utilize ***** services for their deception.
  Sincerely,
  
  ***************************

  

  Business response

  05/20/2023

  Hi *****, thank you for your reply. I apologize for the confusion; I reviewed your order (MG0408231314514319003), and the ***** tracking number ************; the package was marked as delivered on 04/17/2023. Im happy to assist further with a return for a refund. Please send clear photos of the damaged items and the boxs SKU number so I may complete your request. You may contact me at ********************************** and reference your order number. I look forward to assisting you. 

  Customer response

  05/22/2023

   
  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

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 03/07/2023 for 3 lamps and a light bulb. I requested to return all three lamps and was provided 4 return labels and one RMA. I was able to repackage the lamps in the original boxes and put two of the lamps and their shades in one box. The lamps returned in one box are 17A62 and 17A16. I returned the eleganta lamp and its related shade in the second box, the lamp is 81K76. Both ***** tracking numbers show received by the Lamps Plus facility. I received an email regarding a return being processed for one lamp from each box, making a total of 2 lamps returned. I should have received a refund for the third lamp that was in the same box that housed the 2 lamps. I have called Lamps Plus on 2 separate occasions. I have never been offered a one call resolution. Instead Lamps Plus has created ticket after ticket regarding the issue. At this point I am frustrated and am not inclined to ever shop with this company again. They are holding on to my money and I returned all the lamps. They are being slow to respond after telling me to expect a response to my initial ticket within 2 days. I do not trust this company to take care of their customers or value their customer's time.

  

  Business response

  04/01/2023

  Hello ********, thank you for reaching out and providing your claim for your refund.Ive reviewed your order ZV0307231039148519003 and the tickets we created, and it appears our warehouse team is still investigating and processing your refund.I apologize for the delay and any confusion. I have escalated the ticket request to rush so our team can process the remaining refund amount of $149.07. Should you have any questions or concerns, please feel free to contact me at any time. 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 18th , 2022 we purchased a crystal ********** (order # HD0614221639439419005) from Lamps Plus located at ********************************************************** . While getting the ********** installed we noticed that it was missing some parts ******** strands). We messaged store associate (*******) on 7/15/2022 about these missing parts. We received one of the correct sized missing strand back in August 2022 but not the other. For the last 8 MONTHS we have been trying to get this other missing Part from Lamps Plus!We have been continuously in touch with the store and have sent many pictures and videos of the ********** showing the missing part, however, even with the numerous phone calls to the store manager (******) we have been unsuccessful in acquiring the correct sized part. They did try to send the missing part but each time it was the wrong size. Last time on 3/4/2023 when we visited the store we even took another strand of the exact same size from the ********** to the store so they could measure it and order the exact size strand we were missing, however, for the fourth time we received the wrong size. So basically, 8 MONTHS later our ********** is still incomplete!! At this point we have no interest in keeping this ********** and we DEMAND Lamps Plus to have this ********** removed from our house at THEIR EXPENSE and provide a minimum of full refund for our troubles.

  

  Business response

  03/17/2023

  Hello ****, thank you for reaching out and providing your claim and feedback. Im very sorry to hear your beautiful ********** arrived incomplete. I reviewed the details and saw you have been working closely with the store manager. I have escalated your request to him, so we may further assist you. Thank you, we appreciate your patience and understanding. 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction: Sept. 2020 (estimate)Amount: Estimate $800.00 I purchased a glass coffee table for my living room, delivered on time without any issues with the delivery or the coffee table. My issue is that the glass coffee table exploded and shattered into pieces mid-morning at 5:30 am; it startled me out of my sleep. It sounded like an explosion! Three days after the explosion/shattering, I still find tiny shards all over the room. I took pictures and called the Lamps Plus customer *****-****** C immediately, and I was told that I would have to pay for a glass table replacement. I already paid $800.00 for the table and the delivery; this is absurd! But because I like the table, I paid for the replacement, but my family says I shouldn't have to pay. And their( Lamps Plus) lack of concern and accountability should be reported. This glass table explosion sounds like an extreme safety issue for this product. I could only imagine being on my couch during the random explosion and the injuries I would have sustained. I wonder if this may be an ongoing unreported issue for which Lamp Plus must be held accountable.The order number RW0308230541131259003

  

  Business response

  03/10/2023

  Thank you for your claim *******, Im very sorry to hear about the issues youre having with your beautiful table. I reviewed your inquiry further and see the order was placed in September of 2020. Unfortunately, our warranty is only valid for one year and the original order is outside of the warranty period. The replacement glass top you purchased has shipped and scheduled to arrive on 03/13/2023 under the ***** tracking number ************.
  
  If you can provide further information on what was placed on top of the table or any additional information, we would appreciate it. Im happy to offer a discount of $25.00 for the table top that was purchased. I apologize for any inconvenience. 

• Initial Complaint

  02/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Varien Bay Copper outdoor wall light (68D09) . The order number is OK0112230928229549003. The cost was $216.99 I was informed that the item was delivered by ****** ************) on Jan 17th. My building has a buzz- in system. My husband was home and could have accepted delivery. He never got a call from ****** When I came home, there was no light. I contacted Lamps Plus on the 18th and was told they would investigate. I received no follow up, called a week later, and was told that they had sent a claim to ****** who denied it and claimed that the package was delivered to a locker or storage. Lamps plus said they would investigate further and get back to me. When I called on 2/3, I was told the claim was denied My building has no such facility. The "proof" on the ***** site is a pdf that said it was delivered. No picture. My conjecture is that the package was left outside our condo door and was porch pirated. In any case, due to their delay in getting back to me, I had to order a new fixture from another company so that the contractor could finish the job. I want a refund. They chose a non signature delivery method that is inappropriate for an urban environment. I did everything I was supposed to. I don't have the lamp I paid for.

  

  Business response

  02/06/2023

  Hi ***, thank you for reaching out and providing your claim. Im sorry to hear your beautiful wall light wasnt received.I reviewed your order and see the carrier declined the claim. We value your business and hope you give us another chance to make things right. I went ahead and processed a refund for the item that was not received. Refunds will reflect your banking statement within 5-7 business days depending on your bank. You will shortly receive a return authorization letter in which you can disregard as this is simply a record for the refund we have issued. We apologize for any inconvenience this may have caused. Should you have any questions or concerns, please feel free to reach out to us.

  Customer response

  02/08/2023

   
  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

  01/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 11, 2022, I ordered two 36x36 frameless bathroom mirrors from LampsPlus.com. The mirrors were delivered on February 17th. The mirrors were shipped encased in form-fitting Styrofoam in separate boxes. Opening the first box revealed a shattered mirror. The second one held an intact mirror that had several deep scratches that went unnoticed at that time. I contacted Lamps Plus immediately about the shattered mirror. I was told I would receive a replacement, that I did not need to return the mirror, and that I would receive an email from them with an address to send an image of the shattered mirror. I received that email and replied with all the information they requested. By March 14th I had not received the replacement mirror and had heard no more from Lamps Plus. I sent them a third inquiry that day. Again, no reply. I had purchased the mirrors through ********* Bank with my*********************** So, because I was being ignored by Lamps Plus I contacted them to dispute the transaction. ********* Bank agreed with my position, initially, and credited my account with the $421.82 purchase price of the mirrors. Now it gets weird. On June 24th I received a message from ********* Bank stating that, based upon "new information", they were reversing the previously issued credit. The "new information" supplied was a proof of delivery statement showing that ***** had delivered the mirrors on February 17th. That's not new information, that's the date I phoned Lamps Plus to report the mirrors had been delivered in damaged condition. Non-delivery was never the issue.

  

  Business response

  01/26/2023

  Business Response /* (1000, 5, 2023/01/19) */ Hello ******, thank you for reaching out and providing your case. We're very sorry for the delay and for receiving a shattered mirror. Again, I understand how frustrating this is and how it may delay a project. I reviewed your order********************** and refunded the total order amount of $421.82. You are not liable to return the two mirrors and may dispose of or donate them. I apologize for any inconvenience. Should you have any questions or concerns, please feel free to reach out to me. Consumer Response /* (2000, 7, 2023/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept a full refund that requires no further action on my part because I'm not *******

*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. ↩