Complaints

This profile includes complaints for 1STOPlighting's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1STOPlighting

  3321 Power Inn Rd Ste 310 Sacramento, CA 95826-3890

  
• 

  1STOPlighting

  1333 Howe Ave, Ste. 211 Sacramento, CA 95825

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to reach retailer for cancellation.I ordered on their website online at ************************** on 4/17/2025 and realized I made a mistake with the order. I replied to the order confirmation email immediately but I didn't get a response until the next day but from the postmaster message saying the email to ******************************************* couldn't be delivered. On their website, they list both a telephone number and a chat but there's no way to start a chat. No link anywhere. Similarly, when you call the ************ listed on the website, it is an automated attendant. When you press 1, it tells you to go back to the website and fill out the form. I went back to the website and filled out the form on the website. The email response gave a case number, CAS-*****-B7Q5J5? but says it won't respond for 2-3 "business" days. Essentially, there's no way to get any immediate assistance nor way to cancel immediately. They're saying it can take up to 5 days to respond. I've attached the postmaster message saying that my replies are undeliverable.

  

  Business Response

  Date: 04/30/2025

  Hello,

  These items were delivered 4/24 via FedEx 421019674820 and 421019674830. I'll send you return instructions, once the items are received back, we'll issue a credit back to the original method of payment. 

  Thanks!

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received lamp today broken sent in all photos getting run around. Sent an email requesting acknowledgement I am sending broken lamp back and that I will have no problem getting refunded crickets. Call the customer service phone number it does not allow to speak to human.

  

  Business Response

  Date: 02/25/2025

  The customer was refunded 2/21 - transaction ID *****************

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase lighting fixtures from this company totaling approximately $900. Company had a quick delivery guarantee that items will be received within 3 business days of order placement. Order placed September 26, 2019 and received October 3, 2019. Contacted company upon receipt of items to discuss damaged items received as well as the fact that the quick delivery guarantee had not been met. Spoke with sales department on October 7, 2019 and extensively discussed how to resolve the damaged item issues AND told that a $50 refund would be issued immediately and would appear on my credit card within 3-5 days. No credit was received on statement received the following month, nor the month after that. In January 2020, contracted COVID and from that point forward renovation was placed on hold due to lockdowns, etc. and issue of refund was not tracked due to hold status (no employee/project manager). This Company failed to follow through with its promise of compensation based on company policy and now claims they cannot correct their error due to lapse in time. Failure to issue a refund, promised to customer, and clearly stated in company guidelines should not be excused simply because customer did not catch company not following through with their stated and promised commitment. It was the companys responsibility to issue the refund not the customers responsibility to catch them in a lie. I am owed $50 and company should complete its commitment to its published offer. Company offered $50 refund and customer accepted. In the end, they did not issue refund/payment. Extenuating circumstances interferes with project but ultimately this company offered a refund and then chose not to issue it hoping customer would not notice in the midst of a worldwide pandemic and the pandemonium that ensued.

  

  Business Response

  Date: 02/20/2025

  Hi ***,

  As previously discussed, we are unable to issue a credit for an order that was placed five and a half years ago. The transaction has long since been closed, and tracking information is no longer accessible through *****. Additionally, there has been no activity on this order since October 2019.

  
  As mentioned in our previous conversations, including with our supervisor, *****, we are happy to work with you on pricing for a new order to ensure you receive the items at the lowest possible cost. Given that 64 months have passed since the original order, this is the only viable solution available.

  
  Please let us know if you would like to proceed with a new order, and we will be glad to assist.

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Quoizel light fixture (exterior ceiling, mount) for my remodel. The fixture arrived damaged- fixture itself with defect, not shipping issue. Company sent out a replacement and said would sent out label with ***** pickup for initial fixture. No label sent for initial fixture, no ***** pickup. New fixture arrived, also with damage. I have an intact matching wall mount fixture purchased that is fine but will not be needed due to not having the other items for the set. I would like for the company to send out prepaid return labels for all 3 as 2 were damaged and 1 is not needed due to not having the set. I should not have to pay shipping to return these items as its due to quality issue. Requesting immediate refund to my credit card.

  

  Business Response

  Date: 02/20/2025

  Hi there ***,

  We tried to reach out via phone to clarify, as when contact was made on 2/17, one of our CS agents was advised you did not need to return and that you were able to use the second replacement you received. **** then attempted to reach out via phone again and there was no answer. Here are the note on the order:

  "Monday, 02/17 10:02 AM ****
  Callback initiated - spoke with ***. asked about the return. customer does not need return. customer wants to return defective item. advised no need to return can keep for parts or dispose of. customer acknowledges. end of convo;"

  From what we can see at this point, and all information we have, your issue has been resolved. 

  Customer Answer

  Date: 02/20/2025

   
  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.
  
  

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ceiling fan and when it came in, the glass housing was broken. When we reached out to 1stoplighting they said we were past the timeframe to return. They offered to send a glass replacement only. It's been 4 weeks and still no glass. We contacted them again to find out it's on backorder and may take another 4 weeks. We advised that this is no longer an acceptable option for us and we need another resolution. They responded that the glass and is back order and thank you for our patience. I emailed again that we are requesting another resolution because this isn't acceptable. I provided acceptable options of a refund or exchange due to the nature of the issue of them not being able to fulfill the glass replacement in an acceptable timeframe. We received another response that the only option if for us to wait for the glass that is on back order. Their refusal to provide me with reasonable solution has warranted a complaint to be filed because I still do not have a fan that I can install.

  

  Business Response

  Date: 02/12/2025

  Hi there,

  Thanks for reaching out. There was no order attached to your communication, nor am I able to find anything under your name or email address. Can you please provide your order number?

  Customer Answer

  Date: 02/13/2025

  The order# is  11754653. I have all the back and forth emails where my husband and I tried to work with your company and requesting a reasonable resolution since we can not longer wait for the back order glass replacement.
  

  

  Business Response

  Date: 02/17/2025

  Hello there! Thank you for the order number. I see you have submitted a chargeback - please work directly with your bank going forward. If you have any questions, they'll be your go-to resource. 

  Have a good day!

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because: There was no resolution provided. The order# is 11754653. 
  

• Initial Complaint

  Date:12/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 2 Stiffel table lamps on 6/1/24 for a total of $414.86, which was immediately charged to my credit card. The confirmation email for my order indicated the next step is for the warehouse to pull the items and wait for a shipment update.I have received nothing to date and when I inquired several times about it all I was told is they are investigating the ******** last couple attempts to get an update went unanswered.

  

  Business Response

  Date: 01/02/2025

  Hello,

  This order was canceled and a refund was issued on 12/27/24.

  Customer Answer

  Date: 01/04/2025

   
  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.
  
  

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fandelier (order #********) cost over $500, plus an additional $120 for the electricians installation. Unfortunately, the fan has a defect: the motor shaft is crooked. As my electrician took down the fan, I sent the two requested photos, though I wasnt given clear guidance on what the pictures were supposed to show. I packed up the fan and expected a return label, but it never arrived.After that, I was told to contact someone to troubleshoot the problem. I cannot afford to spend more money on reinstallation and hourly charges for an electrician to troubleshoot a defective product. That would be throwing good money after bad. I'm a 67 year old 4'11" woman in poor health. What they were asking was physically impossible for me to do without the electrician. This company operates under multiple names, which only adds to my frustration. I am beyond devastated and now believe I may have been scammed. Please advise on how I can receive a return label and process my refund, as the fan is clearly defective.

  

  Business Response

  Date: 11/11/2024

  Hello,

  Credit was already issued on 11/8; please allow 3-5 business days to see it reflected.

   

  Thanks!

• Initial Complaint

  Date:11/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against 1StopLighting due to an issue regarding their return policy and lack of transparency. I ordered a product from them under order number ********, relying on their websites assurances that they strive to provide [customers] with high-quality products and a seamless shopping experience, and recognizing that it can sometimes be hard to tell if a product is the right fit from a few pictures online. The products I received were of unexpectedly poor quality and did not meet the standards I had assumed based on the companys website.When I requested a return, I was told that I would need to cover the costs for the return shipping, which had not been communicated clearly prior to the purchase. This policy only became visible once I initiated the return, making it difficult for customers to understand their full financial responsibility before ************* an established online retailer, 1StopLighting should be transparent with policies and uphold its commitment to customer satisfaction. I am asking for the BBBs assistance in prompting 1StopLighting to provide fair and upfront return options, including free returns, for products that do not meet quality expectations. I believe these changes are in the best interest of the consumer and would prevent similar experiences for future customers.Thank you for reviewing my concerns.Sincerely,******* *****

  

  Business Response

  Date: 11/06/2024

  Hi there ***, we do cover returns if something is damaged or defective - was there something wrong with the item or it was just not like you expected? If an item is returned due to preference, we do not cover return shipping. Our return policy is found here: ****************************************************************

  In addition, these items were delivered on 8/22. We opened a return request for you on 9/11 but we did not receive the items back within 30 days, so your return was denied and closed. 

  Please let me know if you have any other questions. 

   

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and received a fan/ light unit in July.The unit does not have a receiver. It is inoperable and it is not a replaceable part. The company 1 stop lighting only responds via chat or email. I have been trying to get a new unit sent to me to no avail. I spoke with the manufacturer of the light and they said to tell 1 stop lighting the must replace per *********** is so frustrating to not be able to communicate with any one and the remote control they sent to me does not fix the problem.I need a replacement fan/light.Please help **********

  

  Business Response

  Date: 11/04/2024

  Hi there,

  I reviewed this and your replacement order has already been filed and is currently processing. Once it ships, we'll send tracking information to you. 

  Hope this helps!

• Initial Complaint

  Date:10/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/12/24, I placed an order for 2 Innovations Lighting - 616-1P-BK-G556-6SM - ********* - 1 Light Cord Hung Mini Pendant In Industrial Style-7.88 Inches Tall and 5.88 Inches Wide for a total of $215.06. I never received an email confirmation of my purchase. When I went to the company website and started a chat, there is an error when I asked to look up order information with my email address. When I called the customer service number, I got a recorded message telling me to log on to *********************. When I went to that site (which comes up with the name ( ********************************************) and enter my name and email address, I get a message that my email is not recognized. This is extremely alarming to me and I realize this company is a sham. I also went to the BBB site and saw that there are numerous complaints about this company. I just want my money refunded to my credit card.

  

  Business Response

  Date: 10/17/2024

  Thank you for your feedback.
  After reviewing your order, I can confirm that it was placed on 10/13. Your card was flagged in our system for fraud review, which caused a brief delay. Once approved on 10/14, a confirmation email was sent to [email protected], and our records show that it was successfully delivered.
  You requested to cancel the order on 10/16, but at that time, the item had already shipped via FedEx (tracking number 416863012490) and was delivered on 10/15, a day before your cancellation request.
  If you would like to proceed with a return, please let us know, and we will initiate the process. Once we receive the item back, a refund will be issued.

  Customer Answer

  Date: 10/17/2024

   
  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.