ComplaintsforLamps Plus, Inc.

• 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 *******

• Initial Complaint

  11/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Ferris Bronze Adjustable Industrial Downbridge Floor Lamp (order number *********************), which arrived in a timely manner. The lamp is beautiful, appears sturdy and well-made, likely to last for years, but the packaging was a nightmare. The lamp was packed in a giant, solid "Styrofoam" (polystyrene) form. With the lamp stem on one side of the form and heavy base on the opposite, attached by the cord, it was difficult to remove each without breaking something or entangling or damaging the cord. Little bits of Styrofoam ended up all over the room; my wife is angry with me. I dulled a Bowie knife cutting the giant form into pieces. Even then the volume was greater than the capacity of my trash cart and will require an additional disposal fee. Why would you sell such a fine product but pack it in such a way that it infuriates the customer?

  

  Business response

  11/30/2022

  Business Response /* (1000, 5, 2022/11/29) */ Hi ***, thank you for your claim. I'm sorry to hear the trouble you experienced with the packaging material. I appreciate your time with speaking with me today and the continued experience you had this morning. I went ahead and applied a discount of $40.00 to your order. Depending on your bank, the refunded difference will be posted back to the original form of payment within the next 5-7 business days. Should you have any questions or concerns, please feel free to reach out to me. Consumer Response /* (2000, 7, 2022/11/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The "Business Response", once executed, will fully meet my requested resolution. The representative was cheerful and easy to work with. I am pleased.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a chandelier through Amazon with Lamps Plus as a third party seller. I never received my package and reported the issue to Amazon who forwarded the issue to Lamps Plus. The package was said to be delivered to the post office on Veterans Day, when they were closed, during a storm, and the Post office never received said package. Lamps plus will not resolve this and advised me to file a credit card dispute rather than offering a credit. They should be filing a claim with the delivery carrier. Clearly, noone recieved this package and I highly doubt the federal post office would commit theft.

  

  Business response

  12/09/2022

  Business Response /* (1000, 5, 2022/11/22) */ Hello ********, thank you for your claim I'm happy to assist. I apologize for the confusion regarding your order *********************. I have reviewed the Amazon order and see we have processed your refund on 11/18 for the full amount. The refund amount will be received on your original payment method used while placing your order through Amazon. Please also note I contacted you directly and left two voicemails regarding your order and refund status. If you have any further questions or concerns please feel free to contact us.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two kitchen ceiling light fixtures on 3/28/2022 (order ID:**********). Both of the ceiling light fixture glass was very different. I called customer service at the time and was told the item was in back order and they will send me another glass in June. I was at the time agreeable and understanding due to the supply chain issues going on around the country. I spoke to the customer service around June as I did not receive my item. I was told again that the glass will not be delivered until 10/2022 again due to supply chain issue. I have been waiting for nearly 8 months and still have not received any information regarding the replacement. This is very bad service! I have been very understanding but I have to say I would not recommend Lamps Plus to anyone due to this poor experience. They have not tried to rectify my issue, nor are they apologetic for my concerns.

  

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/10/29) */ Hello ********, first I would like to apologize for the long delay. Our vendors have been impacted significantly due to the global health crisis and therefore shipments have been impacted as well. We truly appreciate your patience through this matter. I reviewed your part order and show it's scheduled to ship 10/28/2022. Although this is a vendor item and ships directly from the vendor, I was able to locate 1 in our warehouse. I have gone ahead and requested we pull the glass shade; this request is not a guarantee. If you have any questions please feel free to contact me via email or phone at any time.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order Number# ******************** I order online 2 wall sconces with Lamps Plus my order amount is about $850.00 dollars I order them to be deliver at home, Per Lamps plus my order was deliver and I Keep telling them at Lamp Plus sales person over the phone that I didn't received them because I didn't . They said they were going to check with ***** and let me know I never heard back from them in about 1 month later, I contacted them again and they said they couldn't reimburse me because ***** is claiming that they have deliver my order and my claim was deny Lamps Plus could only do one thing to replaced my order but I couldn't returned them or exchange them and this time they will be requesting a signature from me, I said it was not fair but OK, ***** deliver that new order and this time still no signature requested and the Items are both damaged this time I have send them pictures but still they said I should contact ***** my self and complaint. I regret placing an order with Lamps Plus they only want to keep my money is not fair and disappointing.

  

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/10/14) */ I'm very sorry for this unfortunate situation; I'm happy to review your order however the order number you provided is incomplete and I was unable to locate an order using your name. Please provide the full order number or the email address associated on the account so I may further assist. I look forward to your reply. Consumer Response /* (2000, 7, 2022/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 lamps from lamps plus online 9/17. Website said they were in stock and ship in 1-2 days. As of 9/22 the order stays reads "order received, processing." These lamps were more than $400 total. I have emailed twice, called and "chatted," simply asking WHEN they'll ship. I'm told they ship from a vendor so they have no idea when they'll ship. The vendor "isn't answering." Then asked for a cancellation, and Lamps Plus said they can't guarantee a cancellation of an order that hasn't even shipped yet. So I'm in limbo -do I go buy two more and hope "cancellation is possible?" Do I wait and be OK with them shipping whenever they feel like it without communicating to the customer? Lamps Plus has taken no responsibility for this, basically shrugging and saying "nothing we can do." if the website stated truthful information (basically "order at your own risk,") I never would have ordered the lamps. Last time I ever do business with them!

  

  Business response

  09/28/2022

  Consumer Response /* (2000, 6, 2022/09/27) */ The lamps arrived Sat 24. They are beautiful. I got an email from Lamps Plus today stating that they shipped today, 9/27 (I received them days ago). While I'm happy that the lamps did arrive and are beautiful, what a terrible way to do business. No one knew what was happening with this order from the moment it was placed. I got so frustrated, I tried to cancel it, and they couldn't even do that. I called, emailed and chatted with LP in an attempt to decide what to do. Nothing. In fact One agent said "I called the vendor but they didn't answer." And that was that, no follow-up, nothing.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Our complaint concerns the failed delivery of a $486.18 ceiling fan purchased from Lamps Plus Scottsdale. On 7 August 22 we ordered a ceiling fan with 'explicit instructions' to have the fan delivered to their Scottsdale store. As we travel regularly, we make it a standard practice to have purchases delivered for pickup, whenever possible. At the time of purchase, Lamps Plus informed us that the fan wouldn't be available until November 22. However, on 11 August we received notice from their shipping agent that the fan had just been delivered to our home address: No delivery to our home occurred. We've noted several BBB complaints, the latest dated 5 July 22, concerning Lamps Plus and failed deliveries. So, this appears to be a on-going problem with Lamps Plus and their shipping agent. Though we have made several attempts for resolution with Lamps Plus, they've stated that it's in essence; not their problem. We've gone to great length's and lost much sleep in hopes of a resolution. Exasperated, we now ask the BBB intervene with Lamps Plus. We're asking Lamps Plus provide us a full refund. We do not want nor would we accept a replacement fan. We wish that Lamps Plus had abided by their instructions in the first place, as they admitted they failed to do, and not allow this whole failure to occur.

  

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/09/16) */ ********************* - Hi ***** thank you for reaching out and providing your feedback. I'm very sorry for this unfortunate situation. Please allow me 1-2 business days to further research and provide the best solution. We appreciate your patience and apologize for any inconvenience. Consumer Response /* (2000, 7, 2022/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) We're very happy that this issue was resolved to our satisfaction, and in an expeditious manner. Thank you.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from this company but never physically received the item. The company states that it was delivered. Tracking shows it was delivered. However, it was delivered to the wrong address. I've attempted to contact the company a few times and they refuse to refund me for this item that was delivered to the wrong address.

  

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/13) */ ********************* - Hello *****, thank you for reaching out and providing your claim. We're very sorry for this unfortunate situation and apologize for any inconvenience. I'm more than happy to further assist with your request, please allow 1-2 business days for a follow up while I work on your inquiry. I appreciate your patience. If you have any additional questions or concerns please feel free to contact me at anytime. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) the company states they have been working on my inquiry but its been months of the same run around and i have not received a refund for this missing item Business Response /* (4000, 9, 2022/09/14) */ Hello *****, thank you for patience. Since there is a billing dispute under review we are awaiting for this to be completed. This step is required before we may further assist with any action. I apologize for any inconvenience. I am currently working with our billing department closely on your case. Consumer Response /* (4200, 11, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) ive heard all these excuses for months only to wait and wait and then be told theres nothing lampsplus can do to help me. i would like to be refunded for this item and that is the only appropriate action in my opinion Business Response /* (4000, 13, 2022/09/16) */ We appreciate your patience *****; the dispute is still processing. We recommended reviewing the dispute status with your bank. Once it clears, I'm happy to assist with processing your refund. Consumer Response /* (4200, 15, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) my bank already denied the refund request because your company failed to take accountability for the lost item Business Response /* (4000, 17, 2022/09/20) */ I had our billing department review the claim. They have advised ****** still shows the case is under review. I can assure you *****, I am checking on your case everyday so I can go ahead and process your request. I truly apologize for this inconvenience and appreciate your patience. Consumer Response /* (4200, 19, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its been 7 days now since i opened a *** case. 7 days ago, the response was that it would be 1-2 days for a follow up. Why havent I received a refund yet? Business Response /* (4000, 21, 2022/09/21) */ A refund has not been applied because the dispute is still under review. We recommend contacting ****** directly for a status update. Once this dispute is finalized we can assist. Thank you for your patience *****.

*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. ↩