ComplaintsforLamps Plus, Inc.

• Initial Complaint

  08/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered lamps from them. Everything was clear (no shipping charges) but once I went to PayPal, there was a huge shipping charge which was never there but I did not see it. I called them right away and emailed them and text them. They will do nothing about the shipping charges. I am an interior designer and have never been charged for shipping. There website promises free shipping. I called them to reduce the shipping costs but they won't, I asked them to cancel the order but they won't. It has not even been shipped yet.

  

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/08/20) */ We are very sorry to hear of the confusion on your order. Your satisfaction is our top priority and we will be happy to assist you. Our Open Box items do not qualify or advertise free returns, so there will be a shipping fee for those items that will be displayed in the cart. Items that qualify for our advertised free shipping are new items not part of our Open Box program. While we are able to offer the lowest prices possible on the product itself, the shipping fees are paid to the carrier based on their rates, so we are not able to adjust or waive them; we do apologize. For items that do advertise the free shipping promotion from our regular Lamps Plus inventory, it is stated on the bottom of each page that this promotion only applies to orders to the 48 contiguous United States. This is because that promotion is for standard shipping only, and that ground shipping is not an option to your location. We see that this order was placed on 8/14/21, and we received your cancellation request on 8/15/21. At this time the order was already being processing, however we did try our best to stop the order by submitting an urgent request to the warehouse to try to stop it. The warehouse confirmed that the order was too far into processing and had already been prepared to ship. Once an order is at that phase, there is no way to physically or systemically stop the shipment. We do apologize again 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. Consumer Response /* (3000, 7, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent the cancellation exactly one minute past the time I ordered it. You received my cancellation request immediately. Business Response /* (4000, 9, 2021/08/30) */ We are very sorry to hear of the confusion on your order. After reviewing your order once more we see that you submitted your ticket to cancel the order on 8/14/21 at 7:18pm. We did not receive the ticket request until the following day, 08/15/21 during our business hours. At this point the order had already reached the last stage of processing and we immediately sent an urgent request to have the order canceled, however it was too late and the order could not be stopped. Again, we did all that we could to try and stop the order upon receiving your request on 8/15 and we do truly apologize for any inconvenience or hassle this may have caused. Consumer Response /* (4200, 11, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called and I texted and I emailed. I am surprised that they don't have a better system to monitor their customer service. I will not be dealing with this company ever again. Their loss.

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