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:02/20/2024

  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.

  Ordered two fixtures at the advertised $90.94. They also offered 10% off which brought my units down to $85.48. After I placed the order, the website sent me to an "order summary" page. This showed the details of the transaction. Here is where I found the pricing to be different. They charged me $94.97 per unit. I went to customer service and they said, If I wasnt happy I could cancel. Just seems like a scamming, deceitful company with too many websites under too many different names. They use deceitful ****** ad pricing to get you to one of their many websites. Proceed with caution.

  

  Business Response

  Date: 03/07/2024

  Hello,

   

  Please see the breakdown:

  Reg. Price
  $252.60
  Price Max
  -$62.66
  Coupon (HONOR)
  -12.72
  (30% OFF) -75.38
  SubTotal
  $177.22
  Tax ({"Message":"8.25 %% **"})
  $14.62
  Grand Total
  $191.84

   

  There was a discount applied.

• Initial Complaint

  Date:01/24/2024

  Type:Sales and Advertising 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 ordered pendant chandeliers from "1stoplighting". The total cost was $1,977.38. I called to cancel my order in a timely fashion, and the company refunded me $1,874.55. That is a difference of: $102.83. I do not understand why the company withheld $102.83. No shipment was made, no returns were made. Nothing. They refunded me short of $102.83. My attempts to contact somebody at the company have failed three times. The direct number routes you to an automated system that eventually terminates the call no matter what option is chosen. The online customer service chat also closes you out. You simply cannot get a human being on the phone, nor is there any method of fixing this between myself and company. No customer service email is provided either. Therefore, I am asking the BBB to assist me in getting the company to respond as to why I was refunded short $102.83, and to correct that error immediately. I am attaching three supporting documents-- two are my Amex statements indicating the full charge and partial refund, and the other is the official order email with order number and charge information. Thank you.

  

  Business Response

  Date: 01/31/2024

  Hello,

  You canceled two different items so the refund was processed in separate transactions; there were two refunds, one for $102.82 and $1,874.55.

  I hope this helps!

  Customer Answer

  Date: 01/31/2024

  I am rejecting this response because it is a completely dishonest reply with falsities, and I'm happy to explain why. I purchased two products-- BOTH with the same sale price of $955.67. Nothing that I ordered was: $102.83, and therefore why that was a separate refund doesn't make sense. I should have received full refund for the total amount of $1,977.38, but instead was refunded $1,874.55, which is $102.83 short of the original charge. The vendor is falsely stating that $102.83 was a separate charge and therefore a separate refund. Again, this is FALSE. The BBB should know that this vendor is simply refunding its customers an approximate portion of the total amount owed back, in the hopes that the consumer simply does realize that they were shorted a little bit of money. That is what is going on here. This is dishonest business practice. In any case, I encourage the BBB to keep this case open until which I time I actually receive the remaining credit of $102.83 back to my original form of payment. That is the ultimate resolution I am asking for, and that it fair-- to simply be refunded the total amount paid, and nothing less! This is the company policy as well. So, the case will be resolved fully when $102.83 appears on my credit card statement, and not before that time. Thank you. 
  

  

  Business Response

  Date: 02/01/2024

  Hello! What I advised is absolutely not a falsity and I'm happy to clarify why for you. The item you purchased was a bundle of two products:

  1. Item #MDS352-PN/DBL - Price including tax: $1,874.55

  2. Item #****-CH - Price including tax $102.82

  Please be sure to review your statement again; below are the refunds' transaction details. If you do not see these transactions, please be sure to speak with your bank.

  Refund Information
  Refund Transaction ID: ********
  Refund Amount: $1,874.55 USD
  Refund Status: Settled
  Refund Date: 01/23/2024 09:22 AM PST

  
  Refund Transaction ID: 9csyds9b
  Refund Amount: $102.82 USD
  Refund Status: Settled
  Refund Date: 01/29/2024 06:27 AM PST

  Customer Answer

  Date: 02/03/2024

   
  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.
  
  

• Initial Complaint

  Date:12/12/2023

  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 bought a pair of Uttermost lamps from 1stoplighting (original order # ********) on December 15, 2022. The box was damaged but the lamps were still intact. The lamps were not a good fit for our bedroom so we decided to return them. The return request stated THE **** MUST BE IN THE ORIGINAL PACKAGING AND IN RE-SELLABLE CONDITION. ANY DAMAGE INCURRED DURING SHIPPING IS THE RESPONSIBILITY OF THE SENDER. WE RECOMMEND THAT YOU PURCHASE INSURANCE SUFFICIENT TO COVER THE PURCHASE PRICE OF THE ****(S). We did tape any holes and cuts on the exterior of the box. The lamps were placed back in the Styrofoam packing within the box. I was instructed to return the items directly to Uttermost Returns. I dropped off the package at a *** drop off on 12/19/22. I purchased insurance based on the cost of the lamps which was about $300. I checked online tracking to ensure Uttermost Returns/1stoplighting received the package and we received a refund. On the site, it later stated refund could not be processed due to lamp damage. There was no customer service number to contact ************************ so I contacted customer service at **********************. The service representative did provide me with 2 pictures Im assuming was from Uttermost Returns. The pictures were not clear and hard to tell what was actually damaged. The representative notified me that I needed to contact ***. I first contacted *** in January, March, April, and November 2023 without resolution to my claim. I was told that my claim had been denied due to improper packaging. After stating that I would write a bad review on the *** website, I was told to hold off, that he would file a dispute. Needless to say, after 1 year, nothing has been resolved and Im very frustrated. Im not only out the $300 on the Uttermost lamps purchased through 1stoplighting but also the insurance money purchased through ***. What is the point of having insurance if no one will honor it.

  

  Business Response

  Date: 12/14/2023

  Thank you for taking the time to share your feedback with us. Upon reviewing your order, I noted that the item was returned by you via **** Regrettably, the item arrived in a damaged condition, preventing us from processing a refund. Consequently, we had to decline the refund request and offered to return the item to you.It appears that your review primarily addresses *** and its claims and refund procedures. For more detailed assistance regarding these matters, we recommend reaching out to *** directly as you were the shipper and we are unable to reach out on your behalf. Unfortunately, we are unable to facilitate a refund for an item that did not return to us in the same condition it was dispatched.We appreciate your understanding and encourage you to contact *** for further resolution. If you have any other concerns or questions, please don't hesitate to reach out to us.Thank you for your understanding.

• Initial Complaint

  Date:11/17/2023

  Type:Sales and Advertising 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 chandelier from the company's website. When I opened the box, the wiring in the chandelier was cut/broken. My electrician had to spend extra time fixing the wiring before installing the chandelier. When I contacted the company, I asked for a $150 credit as reimbursement for the one extra hour it took my electrician to fix the damaged wiring. They referred me to their return policy, stating that I should have returned the 75lb chandelier and the 5x5 foot box for a replacement.

  

  Business Response

  Date: 11/21/2023

  We acknowledge your feedback regarding the chandelier wiring issue, and we genuinely regret the inconvenience it caused. Our commitment to product quality is paramount, and we understand the frustration caused by the damaged wiring.
  Allow us to clarify our policy on damaged items. In the event of damage during transit, we promptly provide replacements at no additional cost, along with labels for the return of the damaged item. However, we do not dispatch used or installed items. We apologize for any confusion surrounding this procedure.
  As per our policy, we do not cover the cost of installation. Consequently, we are unable to issue a credit for the extra time your electrician spent rectifying the wiring. We recognize the inconvenience this situation may have caused and sincerely apologize for any misunderstanding.
  Should you still require a replacement for the damaged chandelier, please inform us, and we will expedite the process for you. Our commitment is to ensure your satisfaction, and we appreciate your understanding of our policies.

• Initial Complaint

  Date:10/30/2023

  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 two outdoor lights from this company item# ****bk Order # ********, After getting them they were smaller than I expected so I requested a return, A week later and and many drop calls and a hour on hold and then a final call back I received a Authorization letter with a RMA # RMA1298235 but no return shipping label. On their website returns are free if a specific brand, ( Return Shipping: We cover return shipping on specific brands (brands list below) and one of the Brands is Maxim Lighting which the lights are. I've emailed them about this and started the on hold and drop calls, transferred calls which leads to no where or the call back calls which seems to get drop when I tell them the issue.

  

  Business Response

  Date: 11/01/2023

  We have already sent the customer return labels; email attached.

  Customer Answer

  Date: 11/02/2023

   
  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:10/30/2023

  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.

  On 10/21/2023 I ordered 3 lights from 1StopLighting for a total price of $283.66. Per their ad I qualified for two day delivery or $25 refund per light. Since this was a weekend the delivery would be made by Wednesday. One light came Thursday 10/26/2023, one light arrived Friday 10/27/2023 and the last light arrived Monday 10/30/2023. When I phoned customer service on Friday to check I waited 45 minutes before I hung up. On Monday I went on line with their "on line chat". Their automatic system is not interactive, so I requested to speak with an agent. Again waiting over 30 minutes this time and no response. I am trying to find out how to submit for my refund? It was their ad that i am following. Thanks

  

  Business Response

  Date: 11/01/2023

  Hello, please be sure to review the details of the delivery incentive - it is one credit per order, not per item. With that being said, I'm happy to review your order and issue the $25 if you qualify. I was unable to find an order under your name or email. Can you please provide that for me?

  Customer Answer

  Date: 11/02/2023

   
  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:09/29/2023

  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.

  We needed to replace the remote control on our Fanimation Spit Fire 3 blade ceiling fan. I was unsure what to order from the website so I called customer care. The gentleman I spoke with said that the exact remote I needed was backordered but that there was another remote that would work (coincidently, it was more expensive). I pulled that remote up on the website and ordered it. He never told me that it was no returnable and nothing on the website alerted me to that fact. I did ask him what to do when it arrived as I needed to synch it with the fan. He gave me a technical support number to call when it arrived. I called that number when it arrived and was informed that it was the wrong remote and that in fact, I had not been speaking with Fanimation when I ordered, but some non-affiliated company. I ordered the new remote from the technical support (which was the same as the first remote that I was told was backordered) and then went back to return the first remote and I was informed that it was an accessory and therefore non-returnable. I honestly, believe that the salesperson was scamming me. They didn't care whether the remote worked or not, they just wanted to make the sale. The order number was ******** and I paid $67.83 with tax

  

  Business Response

  Date: 10/06/2023

  I'm truly sorry to hear about your experience with our company and the issues you encountered when trying to replace the remote control for your Fanimation Spit Fire ceiling fan. We value your feedback and want to address your concerns. Firstly, we want to clarify a few points to provide some context. We want to assure you that we are indeed an authorized retailer for Fanimation products. Our goal is to provide our customers with genuine Fanimation products and excellent service. We understand your frustration with the backordered remote and the confusion regarding the availability of the product. We source our products directly from Fanimation, and when an item is marked as out of stock on our website, it's typically because it's also unavailable for drop shipping from Fanimation. And we want to acknowledge that our return policy page does specify that certain items, including accessories, are non-returnable. We apologize if this was not clear during your purchase. Please see our policy here: ************************************************************************. I have made an exception for your order and processed a return and sent you return instructions. Thank you. 

• Initial Complaint

  Date:07/20/2023

  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'm sad because I always liked 1StopLighting. A year ago, I purchased Kichler lights and accessories for about $2,000 from them. Recently, I spent $223.48 with them on 3 Kichler items. When the items arrived (all in one box), I realized that I didn't need them -- as I still had those items in my garage from the previous order. So I returned the 3 items to them (unopened) in a box for a full refund, as per their policy. They only refunded one of the items in the box -- for $35.99. I am still owed $187.49. I've spent a long time on phone holds, and in phone conversations with them, as well as emails. They promise to take care of it, but so far nothing. And I can't spend anymore time on this. Attached are 2 photos I took of the items as I was packing them up for shipping back to them. (It's a practice I often do as a form of protecting myself with refunds.) Thanks so much, BBB.

  

  Business Response

  Date: 08/08/2023

  Hi there,

  Thanks for letting us know of the issue. We apologize for this error and inconvenience. It looks like you have been fully refunded on all the returned items. Please let me know if you have any questions or concerns regarding this matter.

  Thank you,

  Customer Answer

  Date: 08/11/2023

   
  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:07/19/2023

  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 contacted ***** to determine possible causes for a malfunctioning ceiling fan and was advised of the likely cause and the necessary replacement part (Motor Receiver) which I immediately ordered from 1Stop Lighting. I received the part ordered soon enough. As it turned out the rep from ***** had recommended the wrong part - so that certainly is not the fault of 1Stop. (Unknown to me when ordering, my fan is made with one of two lighting systems, and the Minka rep failed to ask or to notify me that there was a difference in the required part number...)Anyway today I contacted 1Stop to return the part and was advised this was not possible because they consider the part to be an "accessory" and therefor not returnable. Calling this part an "accessory" is like calling the ignition in your car an "accessory". The fan simply cannot function without it.The 1Stop web site states endlessly 'free returns', etc, etc. If you dig in far enough it even indicates that "accessories" cannot be returned. However - classifying a fundamental part of a ceiling fan as an accessory is a lousy way to avoid doing the right thing.I will happily ship the item back for a refund since we have replaced the fan altogether based on this experience.

  

  Business Response

  Date: 08/08/2023

  Hello ******,

  Thank you for letting us know of the issue. Although it sounds like Minka technical support gave you the wrong part, we can still allow the return of the motor part. Please let us know what your order number is so i'm able to make this accommodation for you.

  Thank you for your business,

  Have a great day!

  Customer Answer

  Date: 08/08/2023

   
  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.

  1StopLighting has agreed to accept a return of the product once they find the order in their system. They requested that I provide the order number. As below:

  THE ORDER NUMBER IS: 1230251     SHIP DATE OF 7-7-2023

  
  

  Customer Answer

  Date: 08/16/2023

  I am rejecting this response because: 

   

  On August 8, 2023 1StopLighting agreed to allow a return based on a complaint that I filed through the BBB.  I have attached the email that was passed through to me. 
  

  I have tried repeatedly to contact 1StopLighting via email and telephone. Neither method generated a response. In my estimation they are aware that simply replying to the BBB and further stonewalling will cause the complaint to show as being cleared. Certainly it is not cleared in my case.

  I still wish to return the item.

  Must I file another complaint - or does the BBB have a way to require them to live up to their promise?

  Thanks

  
  

  

  Business Response

  Date: 08/17/2023

  Hi ******, per the communication history, we had requested your order number; I do not see it under your name. Can I please have that?

  Customer Answer

  Date: 08/17/2023

   
  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. 

  The business went above and beyond to settle my concern. Please withdraw / cancel this complaint.

  Thanks!  ************* / *******, **

  
  

• Initial Complaint

  Date:07/13/2023

  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.

  Placed order #******** on 6/30. Was to be delivered in 3 days. Delivered the wrong item on 7/7. Emailed with no response. Requested replacement on site with no response or confirmation. Spent hours waiting for their customer service to answer the phone to be told that someone would call me back to give me an email address where I can send photos (weird process). They never called. Received a generic email in response to my web inquiry telling me that they would respond in 8 days (which is unacceptable). I responded to with pictures of the wrong item on 7/10. No response. I've been on hold various times throughout the day for hours, no answer. Can't get my situation resolved. I need these items for a rehab I'm working on. If you are buying from this company BEWARE. They are not available to help with problems and hope you just cut your losses and go away.

  

  Business Response

  Date: 08/01/2023

  Hi ****,

  It looks like ****** assisted you with this issue and have refunded you an extra $30 for the inconvenience. We sincerely apologize for the delays, and we thank you for your business.

  Thank you!