ComplaintsforGalaxy Lighting Inc.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On Feb 21, '22, I paid Galaxy Lighting $557.28 for an Chrome LED Chandelier Chrome from the Monroe collection ********* distributed by Elegant Lighting. On Feb 13, '23, I brought this fixture back to Galaxy to return it to receive a credit for a different fixture. Karen said she would call the distributor to see if it could be returned and receive a store credit. On Feb 14, Karen said the distributor would not take it back because it was purchased a year ago. She said I could not return it or receive store credit. I then purchased another fixture from Wayfair using my own money. I called ******* ******** ************** on Feb 16 and Deliah said yes, I could return the fixture- it was prior to a full year from purchase and asked for the PO#**********. I called Delilah's direct number ************** with the PO#. She said to email Jasmine ([email protected]) for a refund. Jasmine responded by saying this fixture could not be returned because Galaxy ordered but cancelled it because they had this fixture in their store. I called Elegant Lighting and spoke with Jasmine who said if Galaxy had purchased the light from them on this purchase order, Elegant Lighting would have refunded the money minus a 15% restocking fee. Since Galaxy cancelled the order, I would have to receive the refund from Galaxy. I explained all of this to Galaxy, but Jill the bookkeeper said they would not take it back because it was over two months since purchased, and if they did, I would be charged a 30% restocking fee. Jill said she would have the manager call me. On Feb 25 manager Judy called saying they would take it back but charge a 60% restocking fee and shipping costs giving me $195. Who are they shipping it to since it was from their store? Why a 60% restocking fee when it is going on their own shelf? Judy was very rude, wouldn't allow me to speak saying "listen lady"...at which point I hung up. I want $557.28 returned to me. I will never spend my money at Galaxy again.

  Business response

  03/22/2023

  Customer did purchase said item on 02.21.22022 from Galaxy Lighting at said price of 557.28.  She came in on a Saturday to try to return item.  We have the Return Policy posted all over our store.  Store credit is at our discretion after 30 days.  She came in about a year after purchase because her and the other person buying the home broke up and she didn't want that light.  Karen said she would call the vendor to see if they would take it back as the owner was not here.  Monday morning the owner was told about it and the decision was made that we would not take the item back.  Karen called the customer to let her know - she obviously wasn't happy.  She came into the store a few days later and I the Bookkeeper/Manager spoke with her.  She asked me for the PO# and I gave her what I found at first.  She then got on her phone and came back tome stating that Elegant told her we cancelled the PO.  She argued with me that I needed torefund without a stocking fee as the item was taken off our shelf.  First of all, later we found the PO the item was ordered on from Elegant, and with it being a year since purchase we didn't want the item.  I again explained our policy to her,  She then told me Elegant told her we needed to refund her money - I explained Elegant doesn't set our policy.  Just a footnote, Elegant would not have refunded her any money either as she did not buy the item from them we did.  She wasn't happy with my solution of a 30% restocking fee and store credit.  I told her I would have Judy the owner contact her.  Later after she left Karen did find the PO that the item was ordered from Elegant on.  I have no explanation as to why the original PO was cancelled and then reordered on another PO as that employee is no longer working for us.

  Bottom Line - we are a Lighting Showroom that orders for the customers.  We do not carry any kind of stock in our store.  Everything is special order.  We have lights on display that can be bought at a discount but other than that we don't have stock.  The Light is hers and there is no refund.  The only solution for her is to take the option of a restocking fee and the rest on store credit.

  Customer response

  03/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Galaxy Lighting has misrepresented the events of this issue.  Yes, I did wish to return the fixture to Galaxy Lighting just short of one year after purchase.  I entered the store and said I understood I would have to pay a restocking fee to return the light and I knew I would have to take a store credit, both points of which they did confirm. I never expected to return the fixture without having to pay a restocking fee or receiving a credit as they said I insisted upon.  My paperwork said there was a 25% restocking fee, but they had changed their sign in the store to reflect a 30% restocking fee.  I wasn't taking issue with that, although I do believe it would have been a better course of customer service to honor what was on my paperwork.  Regardless, Karen said she would look into it.  She called me the next day to say they would not take back the light and would not be able to issue me a store credit.  I had every intention to return the light to them and make a new purchase with the store credit, but since they did not allow this, I purchased my new light elsewhere.  I was unhappy with their customer service as I had called Elegant Lighting, where Galaxy Lighting had purchased the fixture, and Elegant said since it was less than one year since purchase, they would have taken it back from Galaxy.  Galaxy Lighting said Elegant was not going to take it back.  I don't understand why Galaxy decided not to allow my return since Elegant Lighting would have taken it back, and I would have used Galaxy Lighting's store credit to purchase a new light.  I was not asking for any money to be returned to me, and I was not questioning the restocking fee.  I asked to speak to the owner who called me about a week later to state the restocking fee was 60%, a fee which was nowhere stated in their store.  Since they had already told me I was not going to be able to return the light and I had bought a new one elsewhere, I told her I would not be using their store credit, which she was now again was offering to me. 

  Galaxy Lighting has not represented themselves fairly to me.  They have told me many conflicting statements, changing their policies and procedures.  I want to return this fixture to Galaxy and receive my money back minus the 30% restocking fee they have posted in their store.  If they did what they said they were going to do from the beginning, I would have had no issues with them, I would have not purchased my fixture elsewhere, and I would have used my store credit with Galaxy Lighting. 
  
  Sincerely,
  
  ********** ******

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