ComplaintsforLamps Plus, Inc.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a fan and an extended rod. They send me the rod after a few days and then I get an email stating my fan MAY be available late January 2022. Clearly the company knew they didn't have it in stock when it was advertised as available. I sent them an email canceling the fan and they have the audacity to say that since I received my $30 rod that I'm obligated to pay for the $600 fan that they don't know when they can deliver it to me. Completely unethical and most likely illegal

  

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/10/26) */ Hello******, I am very sorry to hear that your order is experiencing delays and rest assured we are more than happy to assist you. Due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks. After reviewing your order we see that the fan was officially canceled off the order 10/22 and any pending authorizations will reverse off the payment used within 3-5 business days. You should have also received the email notice once the item was canceled. We have also gone ahead and issued you the free FedEx return label to send the downrod back for a full refund. The return RMA with the attched PDF label has been emailed to you. We do apologize for the delay and any inconvenience. Should you have any further questions, please feel free to contact us any time, we are happy to assist Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand delays. Is it your companies policy to tell customers that they are required to pay for a product that you do not have in stock and that you only have an estimated delivery date that is months away? If that is your official policy, that needs to change. The response given does not address my main grievance Business Response /* (4000, 9, 2021/10/28) */ I am sorry to hear about the confusion on your order and rest assured I will be more than happy to assist you in resolving this matter. For all orders once they are placed the order will create a pending authorization on the payment type for the total amount of the order. You are not charged until items ship out, and once items ship those items are charged. If there are remaining items on the order, the system will create a new pending authorization for the remainder of the order. After reviewing your order, you were only charged the $29.81 which was for the downrod. As stated before, we have supplied you the free FedEx label to send it back so we can refund you for that item. In regards for the fan, as it never shipped you were not charged for it, the order only placed a pending authorization. As the fan has been canceled from the order any created pending authorization should have fallen off your account. Again, we do apologize for any confusion or inconvenience and should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (4200, 11, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Below is the email you sent me. I tried to cancel the order for the fan but your company said that I could not. Read your own email. I understand that you have corrected this but only after I contacted the BBB. Your correspondence continues to dance around my main grievance. Is it your companies policy to tell clients that they can not cancel their orders?????? (Like you did on the email below) A simple "No", "It was a mistake.." will suffice. Thank you On Friday, October 22, 2021, 12:14 PM, ***************@lampsplus.com wrote: Hello ******* Thank you for y our email. You have requested the below change to your order. We would like to express our sincerest apology for not being able to fulfill your request. Your order is already partially shipped and we are not able to make the change at this time. Order I.D: DXXXXXXXXXXXXXXXXXXXX Change Requested: Order Cancelation If you decide to return your order, please note you will be responsible for any return shipping charges if applicable. Thank you for Choosing cid:************@***************** ******* P. Customer Service Specialist ***************@lampsplus.com ***************** Customer Service: XXX-XXX-XXXX Monday thru Friday 5:00 AM - 5:00 PM (Pacific Time). Saturday 7:00 AM - 4:30 PM (Pacific Time). Closed Sundays.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a lamp ($200) on 10/1/21 on-line from LampsPlus and it was "delivered" to the wrong address by a company named OnTrac on 10/12/21. I searched my entire apartment complex and the delivery was no where to be found. I called LampsPlus to ask them about it and to see if I could get a refund or a re-shipment of the product, A person by the name of ******, this was on 10/13/21. At that time ****** said he could easily re-ship the lamp and that Lamps Plus would just make a claim against OnTrack. ****** said he'd ship the product and I should receive in a few days (like on the 16th or 17th) via FedEx. Come Monday STILL no product, so I called them again and they said they could not refund or re-ship until the claim with their shipper had been resolved. I should NOT have to pay for their errors!! They won't do anything for me! My order number is XNXXXXXXXXXXXXXXXXXXX and shipping number is/was CXXXXXXXXXXXXXX. How is it possible that they can keep my money?? I want a refund!

  

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/10/22) */ Hello ****, I am very sorry to hear you have not received your item as of yet. Your satisfaction is our top priority and rest assured we will be more than happy to assist you in resolving this matter. While this is not a common occurrence, due to higher than normal shipping volumes this situation may arise, regardless we do truly apologize for the package not arriving to you. In this situation, we must follow the protocol set in place by OnTrac to see what happened with the order and the time of delivery. We do need to file and comply with the procedure to investigate the missing package. After reviewing your order, I was able to check your tracking and it appears that OnTrac did scan the package as delivered however, it was done in error too early. They then corrected the tracking to show the items actual progress. I was able to contact them and they confirmed for me that the item is actually out for delivery and is set to arrive end of day today, 10/22. We do truly apologize for any inconvenience this has caused and we do thank you for your patience while we work to resolve this matter and get you the item you ordered. Should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (2000, 7, 2021/10/25) */ I received the item on Friday. This matter is settled.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction Date: 7/1/21 Amount: 759.90 I bought 2 ceiling fans fro Lampsplus.com. I received the ceiling fans in August. One was defective. I contacted LampsPlus.com and they informed me I needed to have approval from the Vendor for an exchange. After a couple of steps I did get approval. I contacted LampsPlus and they said I needed to return the fan and they needed to have it in possession before they would send a new fan out. That was the latter part of August. I do not have a fan. I asked for refund. Lamps plus will not issue a refund without approval from the Vendor. Lamps plus has my money not the vendor. I wish to have my money returned to my credit card immediately.

  

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/09/22) */ Hello *******, I am very sorry to hear about the delays you experienced in receiving your replacement fan as well as the issues you faced with technical issues on this item. Your satisfaction is our top priority and rest assured we are more than happy to assist you in resolving this matter Due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks. It did appear that this vendor was having some delays in restocking this beautiful fan. After reviewing your order I was able to see that our team was able to go ahead and cancel the original exchange order and to issue you the full refund on the fan. Please allow 3-5 business days for the refund to appear in your account. You should have also received the email stating the refund has been issued as well. We do apologize for any inconvenience and should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (2000, 7, 2021/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the refund process. I am still disappointed with the lack of responsibility taken for the poor customer service. I was mislead and lied to. I never received any updates unless I proded the company and then they were mostly incorrect. I feel the only reason this company expedited the refund process was because of this complaint and Social Media. I never felt any sincerity in the attempt to solve my problem. They only blamed others.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Order Date 8/21/21 in the amount of $**** + tax = $******* with Est Shipping of 8/30/21 - Lamps plus charged my account ($********)for the item on 8/24/21 - Rec'd notification on 9/16/21 with new Est. Shipping date of 9/20/21. - Requested order status on 9/20/21. - Rec'd response on 9/20/21 that item is delayed again and new Est. Shipping date would be 24-48hours after 9/28/21. - Submitted online request to cancel my order on 9/20/21 - Lamps Plus again charged my account for *********) on 9/20/21 I contacted Lamps Plus by phone to inquire about the 2 charges for the same item. Lamps Plus states that the charges are pre-authorizations they run every 14 days. I advised that each time they "pre-authorize" my amount, my bank (Wells Fargo) is removing the funds. The latest pre-authorization caused an overdraft. Wells Fargo has advised me that the pre-authorization charge will be returned within 3-5 days. I seek full refund + overdraft fees associated with the pre-authorization charg

  

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/09/23) */ Hello ******, I am very sorry to hear about the delay on your item and the issues it has caused. Your satisfaction is our top priority and rest assured we are more than happy to assist you on resolving this matter. While this is not a common occurrence, due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks; we do apologize. After reviewing your order I was able to see that on 9/21/21 the vendor was able to cancel the item off the order. We have also emailed you a cancellation confirmation email on 9/21/21 informing you of the item being canceled off the order. Any pending authorizations will reverse off your account within 3-5 business days. I have also reached out to our internal team to ensure it is reversed and to make sure no further authorizations are created for this item. We do apologize for any inconvenience this has caused and should you have any further questions, please feel free to contact us any time, we are happy to assist.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a light fixture from them and when the electrician came, he said it was missing a part, which happened to be a screw, but installed the fixture and said we must get another from the place we purchased it from. It is high, so I can't even reach it - they have to come back since I'm a bit old. I contacted Lamps Plus and they said they will send me the missing screw. Then I get this email saying the order is CANCELED. I called and asked why it was canceled and they said the manufacturer isn't going to send it. I told them then YOU send me the missing piece because I did business with YOU - you did business with the manufacturer. They said NO - get up to the light and figure out what kind of screw it is and get one yourself. They wouldn't even tell me what kind of screw it was or order one for me. The light is not secure now. The item(s) listed below have been cancelled from your order. Please contact us if you would like assistance choosing additional product, or if you

  

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/14) */ Hello ****, I am very sorry to hear that your order arrived with missing parts. Your satisfaction is our top priority and we do apologize that your experience with us has not been satisfactory. Rest assured we will be more than happy to assist you in getting the part needed for your beautiful fixture. While many of our items are Lamps Plus exclusives, some products we carry are shipped directly from the vendor themselves. For this particular item, as it is a vendor item, we must reach out to the manufacturer to see what parts are available and they would then ship it directly to you. After reviewing your order, I was able to contact the vendor to see what available options there were in getting you the screw that was needed, and they informed be they were able to locate the part to assist in completing your unit without having to uninstall and ship it all back. I, with assistance from the vendor, have set up a new part replacement order to have the thumb screw for the shade sent to you as you are covered under the warranty. You will be receiving a new replacement order email with the new order ID shortly and once the part has shipped you will be receiving a second email with tracking. We do truly apologize for any inconvenience this has caused and should you have any further questions, please feel free to contact us any time, we are happy to assist.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Order ID GSXXXXXXXXXXXXXXXXXXX. I placed this order on September 2, 2021 with the full understanding that all the items would ship out in 3 to 5 days. On September 3, 2021, I received a email from Lamps Plus that one of the two items will not be shipped until October 25, 2021 and if I wanted to cancel the order, please click here. I did since I wanted to cancel. I cancel the order on line and also via the phone later on September 3, 2021. LampsPlus still has not canceled this order and one item number shipped. LampsPlus is giving me the run around by blaming everyone. 1. A different department at LampsPlus cancels orders not customer service. 2. The vendor was closed for the weekend and they have not received a response. 3. COVID-19 is causing the delays. LampsPlus has provided false information to me regarding this order. LampsPlus states that customer satisfaction is their number one priority. Not true. All I want is for this order to be canceled. Thank you.

  

  Business response

  09/22/2021

  Business Response /* (1000, 5, 2021/09/11) */ Hello ******, I am sorry to hear about the delay and less that satisfactory experience you are having with your order. Your satisfaction is our top priority and rest assured we work to ensure all matters are assisted and resolved. After researching your order I do see that we submitted the cancellation request on 9/3/21 for the items on your order. As the order had begun to process, we informed you that the cancellation is not guaranteed until you receive the cancellation email. As the request was sent to the vendor during a long holiday weekend it does prolong the cancellation submission process as the vendor is closed; we do apologize. This beautiful fan is pieced together and shipped directly form the vendor so it is them who must cancel the order. I do see that the down rod shipped and I am happy to also see that we have emailed you the free FedEx label to send it back. I have reached to our processing team to contact the vendor first this on Monday to have the order canceled with them. Again the cancellation as it is already moving in fulfillment is not guaranteed, however I will be reaching out to you personally when I hear back from our team in regards to a cancellation on your order. If able to be canceled you will also then receive the cancellation email confirming the order has been canceled. We do apologize for any inconvenience this has caused and I will work with our team and the vendor to assist you on your order to try and make sure the fan is canceled. I will be in touch with you shortly once I have heard back and in the meantime, should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (3000, 7, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Order is still not cancelled. It has now been 6 full business days since the order, following LampsPlus plus recommended email link, has been canceled. Put up a phone and call the vendor directly. It should not be this difficult to cancel an order. Business Response /* (4000, 9, 2021/09/18) */ Hello ******, As Promised, I have already reached out to you via email, Monday 9/13/21, and stated the fan on the order has been canceled and any pending authorization should have been reverse due to the cancellations. I have also resent to you the cancellation confirmation email stating the item has been canceled off the order. We do apologize for any inconvenience. Should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (2000, 11, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. However, I will NEVER purchase another item from your company. This purchase was horrible and full of broken promises from LampsPlus. It should never be this difficult to cancel an order.

• Initial Complaint

  09/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 6, 2021, I placed an order for track lighting with Lamps Plus for $********. The order was placed with **** *******, a designer with Lamps Plus. **** is my neighbor and has knowledge of the size of the room and the purpose of the track lighting products that she ordered on my behalf. When the order was received, two electricians claimed they could not complete the installation because they needed 2 LH connectors that weren't on hand. With the install now deferred the necessary connectors were ordered on 08/05/2021. Lamps Plus told me the shipping date of the need connectors was 09/02 that became 09/17 that now became 09/27. I asked store supervision and online customer service for help in obtaining the parts needed to complete the job. The parts will likely be shipped in a large container onboard a slow ship from China whenever they are shipped. Thus far, neither store supervision or online customer assistance have helped to get the parts I need.

  

  Business response

  02/17/2022

  Business Response /* (1000, 10, 2021/09/11) */ Hello ***, I am sorry to hear about the delays you have experienced on your order. Your satisfaction is our top priority and rest assured we do our best to ensure you and your order are fully taken care of. Due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks. It does appear that this vendor was having some delays in getting their items restocked which resulted in the ship dates changing on the order. After reviewing your order I was able to see that the last quoted ship date was listed to 9/27. While doing my research on the order, I was happy to see that the parts have officially shipped out on 9/10 and we sent you the shipped notification that same day with the listed FedEx tracking number XXXXXXXXXXXX. Per the tracking the items are set to be delivered 9/16 by end of day. We do truly apologize for the delays and any inconvenience this have caused to your project. We do hope to continue working with you on your future projects and should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (3000, 12, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) **** ******* from Lamps Plus ordered the wrong connectors on July 7, 2021. As a result the track lighting installation was delayed and electricians had to stop with the work half done. Leah then ordered the correct connectors on August 5, 2021. They were scheduled to be shipped on 9/2 that was changed to 9/17 that was changed again to 9/27/2021. As I asked **** to push the delivery forward she accused me of personal harrassment. I immediately stopped all contact with her and asked the store management for assistance. Neither appeared to be interested in asking WAC to get me the parts needed. Now finally, if all goes well in a few days I will receive the missing connectors. I will contact my licensed electricians to finish the installation. If they have the parts needed, I will be returning wrong parts ordered and excess parts not needed to the Charleston Lamps Store for credit. I hope they will provide me with a refund representing the purchase price of the unused items. We shall see how all if this ends. Hopefully it will be on a positive note. Business Response /* (4000, 14, 2021/09/18) */ We are sorry to hear that your instore expereince was unsatisfactiry. We do try to ensure you have a wonderful expereince with us, both online and in store and we will pass this along to that location. Because the item was being restocked we woulde not have been able to push the ship date up, however the vendor was able to ship earlier due to an early shippment. After checking your tracking number we do see that the items have been delivered on the promised 9/16 delivery date. If you have any further questions or concerns on your order pleasee feel free to reach out to us directly we will be more than happy to assist you. Again, we do apologize for any inconvenience this has caused. Consumer Response /* (4200, 16, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) On October 6, 2021, electricians will be returning to finish the installation assuming the correct parts were ordered by the Lamps Plus designer on a second try basis. Following the installation, incorrect parts on hand will be returned to Lamps Plus Charleston Blvd, store for credit. Satisfactory resolution will entail receiving full credit for the wrong parts ordered and returned at that time. Business Response /* (4000, 18, 2021/09/22) */ For these items you are able to return them to your local store and they will be more than happy to assist you in getting the incorrect items returned and refunded. If you have any further questions or concerns on your order pleasee feel free to reach out to us directly we will be more than happy to assist you. Again, we do apologize for any inconvenience this has caused. Consumer Response /* (4200, 20, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, satisfactory of this problem entails electricians finishing installation of the track lighting on October 6, 2021 and the return and credit provided by Lamps Plus to me for the wrong parts previously ordered.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for 5 outdoor lights never received them and they will not issue a credit or a refund.

  

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/09/02) */ We are very sorry to hear that you did not receive your items. Your satisfaction is our top priority and we promise to do all that we can to make sure all types of matters are resolved. This is not a common occurrence, however due to higher than normal volumes of items being shipped, issues that this may arise. After reviewing your order I do see that 1/5/21 we submitted the claim with FedEx to investigate what happened in regards to your order. As per the policy set in place by FedEx we must wait until the investigation is complete before moving forward with further actions on the order. After the investigation was complete, FedEx in this case denied the claims and as we have stated on 2/2/21, the best way to receive your money back is to file a dispute with your bank on the charges for the order. We are very sorry about this unfortunate situation. We can assure you that we have taken all the necessary steps to resolve this matter and as we must follow the policy we have with FedEx, disputing the charges is the best way to receive the refund back for the amount of the order. We do truly apologize for any inconvenience this may have caused you and Should you have any further questions, please feel free to contact us any time, we are happy to assist.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ceiling fan from Lamps Plus a while back. When I installed it, I found that it did not work. After troubleshooting on the phone with a Lamps Plus tech, they directed me to a parts supplier to order a replacement. The order I.D. for that part was: XXXXXXXXXX. It was ordered 30 Apr 21. I never received it. According to the tracking it still hasn't shipped. I contacted Lamps Plus to get a refund or replacement (help ticket # XXXXXXX) for the lamp but they refused. They essentially said it was not their fault that the parts supplier could not send the replace part. It is however their responsibility to provide working lights/fans. The only option I was offered was $20 off a future purchase which was completed insulting. Or I could return the fan that I've already installed and thrown away the box. I've had a half installed ceiling fan in my home gym for months now because they sold me a non-working product and refuse to fix the issue. This is absolutely unacceptable.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/08/26) */ We are very sorry to hear about the issues you are facing with your order as well as the delay on the needed parts. Your satisfaction is our top priority and rest assured we will be more than happy to assist you in resolving this matter. I was able to contact the vendor to get an update on the receiver part needed for your fan and they informed be that the item is on the way and set to arrive late October though it does not have a confirmed date and is subjected to possible changes. I also inquired about the fan and that is also being restocked to possibly arrive in late September but that is also subject to change. Due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks; we do apologize. I do see for our response on 6/26/21 in regards to your ticket we did offer you the option to set up the return for a refund and stated due to the fan also being back ordered, replacing it would cause the same delay time. What I am happy to offer you on your order is I am happy to discount the order $30 if you wish to wait for the parts to come in and we will ship them out to once they are received, or again we will be happy to set up a return of the fan for a refund as an exception in this case. We can set up the return RMA and get you a return label to send it back. I do see that you mentioned you no longer have the box for the item, and that is fine you are free to use any secure box to send the fan back for a refund. If you wish to wait and would like the refund or if you choose to send the fan back please contact us directly and we will be more than happy to set either option up for you. We do truly apologize for any inconvenience this has caused and we look forward to your reply. Consumer Response /* (3000, 7, 2021/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company offering me $30 for waiting HALF A YEAR for their part. OR I can wait FIVE months for a replacement fan. OR I can do all the leg work for them and their faulty product by taking the fan down, taking it apart and nicely packaging it in a box and packing material and packing tape that I have to now acquire. Then load it into my car and drive it to UPS...then wait god knows how long for them to issue a refund. I'm so incredibly unsatisfied with this response and with this company. If they can't expedite the part (and by that I mean get it to me this week) this fan is going out on the street in trash where it belongs. Business Response /* (4000, 9, 2021/08/31) */ We are sorry about the delays for both the fan and parts on this order. Due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks. As the vendor is experiencing delays on their restocks, we are not able to expedited the parts for the fan; we do apologize. We are happy to create the return for you on your order to have the fans come back we do not recommend disposing of the fan as if returned to us we can issue you a full refund. We can also set up a FedEx pick up for you this way you do not have to drop off the unit you only need to box up the fan to be picked up. If you wish to have a return RMA set up with FedEx pick up please contact us and we will be happy to assist you. We do again apologize for any inconvenience this as caused. Consumer Response /* (4200, 11, 2021/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's the same resolution they proposed previously. Business Response /* (4000, 13, 2021/09/11) */ Hello ******, We do apologize for any inconvenience again. After tying to search for any available units of this fan we were un able to locate any to see if we can pull the part. I did try to contact you over the phone but i have left a message and I have personally emailed you to see how we may assist you further. For further assistance please reach out to us directly we will be more than happy to assist you.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered two lamps from Lamps Plus. The shade on one of the lamps was dirty and I did send two pictures to customer services showing them. I was told by customer service that a new lamp shade would be sent to me. I threw away the boxes. Now they are telling me a new lamp shade cannot be sent and what I have to do is buy another lamp (to get a box) and return the lamp with the dirty shade back to them. I am not about to do all this leg work for something that is their fault.

  

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/08/26) */ We are sorry to hear that your order arrived in less than optimal conditions. Your satisfaction is our top priority and rest assured we will be happy to assist you in resolving this issue. After creating the replacement order to have a new shade sent out to you the vendor contacted us and informed us that the shade at that time was unavailable and the best way to get you a new shade would be to replace the full lamp. I see that we did create the replacement RMA to have the damaged item returned and new one sent out. I do see you mentioned you no longer have the box, however you are free to use any secure box the lamp fits in to ship back or another option we have suggested would be to place a new order and use the box from the new lamp to send back the damaged one for a full refund. What I am happy to offer you is due to the inconvenience of the matter we are happy to discount the damaged lamp $30 to keep as is or we can once again reach out to the vendor to see if they are able to pull the part this time from another lamp to send to you. However, please note a second part order is not guaranteed though we will try our very best to secure a new shade for you should you choose to try for a second replacement. For which ever option you prefer, please contact us directly and we will be more than happy to assist you on your order. We do truly apologize for any inconvenience this has caused and we look forward to your reply. Consumer Response /* (2000, 7, 2021/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) $30 refund will be accepted.

*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. ↩