ComplaintsforLuna Warehouse

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered three bathroom light fixtures for our new construction home. One of the fixtures was missing a piece in the socket. This piece makes the electrical connection with the bulb. Since the piece is integral to the socket it could not have fallen out and had to be a manufacturing defect. I've attached a picture of the faulty socket and a picture of one of the correct ones for comparison. We reported it to the company and were told the replacement fixture was back-ordered. The third-party customer service contractor closed out the ticket but the light fixture was never shipped. We had to open a new ticket. After demanding a refund we were promised the fixture would ship. Now the tracking number we received says there's no package associated with this number and the company is asking us to start a third ticket. This process has been going on for two months. Since the fixture was meant to match the others, we need this particular item. We ask Luna Warehouse to take this problem on themselves and ship a replacement ASAP via express shipping. The contractor they use to resolve their issues is not competent.

  Business response

  11/09/2021

  The replacement was shipped and signed for via ***** tracking 284678278830

  Customer response

  11/09/2021

  I am rejecting this response because:

  I have not received a replacement product. As shown in the attachment, a GGalileo signed for the product. My name is *****************************. I also live in ******* **, NOT Westbury, ******** evidence of a convoluted replacement policy and poorly run business. 

   

   

   

  
  

  Business response

  11/12/2021

  Hello, I am not sure you are looking at the correct tracking. The replacement was shipped to the location you mention https://www.screencast.com/t/njKhRI3g ***** #************

  Customer response

  11/17/2021

  I am rejecting this response because:  After far too many hours of research I've unraveled what has happened and where we stand.  On October 8th you did send a replacement.  We were not informed a replacement had been shipped nor given the tracking so we didn't know it was being shipped to our old address.  Since our original purchase, our new construction (minus a light fixture) has been completed and we've moved and sold the previous property.  The replacement was delivered to our old address.  I spoke with the current residents there who said they held it for a couple weeks then returned it to a ************ to be returned to you.  According to the same ***** tracking you provided, that return was dropped off on Oct 25th and was delivered (and signed for) at your facility on Nov 3.  I appreciate you sending the replacement, I only wish we had known to be on the lookout for it.  To resolve this matter please resend that fixture and provide us the tracking so we can make sure it gets to us.  I will call your office now to try to update our address in your records.  Thank you. 
  

  Customer response

  12/05/2021

  We have not yet received the replacement fixture. They have sent a tracking number that does not work correctly. I am giving it until Wednesday of this week to determine if the promised replacement arrives. 

  Business response

  12/10/2021

  Hello *****,

   

  Thanks for reaching out. I took a look at your replacement and the tracking was for ****** When I looked it over, I saw that during transport, the items barcode became unreadable so they sent it back to the supplier. I have just filed a new replacement for you. I'm very sorry for the trouble. Please keep an eye out for tracking to come next week. If you want to speak to me personally, I can be reached at ************.

  Thank you,

  Jazel

  Customer response

  12/13/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Luna Warehouse finally shipped a replacement fixture (although it was, again, sent to the incorrect address). Luckily the new homeowners reached out to us and we drove back to our old home to pick up the replacement.  We are shipping the broken fixture back to ****, with fingers crossed they receive it and credit the correct account.

   

   

  
  

*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. ↩