Complaints

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:08/14/2023

  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 ordered three conical pendant lights for ******. I failed to see the non-return policy and now I am paying for 3 lights that I will not be using. I think this is such a bad policy for an on-line store where you are not able to see the merchandise before buying. Not worth the risk of ordering from this company. I think the non return policy should be put on the check-out page in large lettering.I would like to exchange the fixtures.

  

  Business Response

  Date: 08/14/2023

  Hello,

  We apologize for the inconvenience as this is not just our policy, but it comes down from the manufacturer as these fixtures are hand-made in ****** & shipped directly to you. This is stated on the item page (as in the photo provided) & on our Returns/Exchanges & Cancellations page (photo also provided). When checking out, a box is also checked that you agree to our Terms & Conditions, which is a part of this as well. I show that we did advise to you in our last email sent on 8/14 at 4:40pm CST that even though it is against policy, we are working on an exchange for you & we are waiting to hear back from you regarding this. Once again, I apologize for the inconvenience.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20468143
  
  I am rejecting this response because: I think the customer should be made more clearly aware.   I would have ordered from a different company that accepted returns.I wouldnt have taken the risk spending over 500 dollars on an item that I could not return.  Too easy to miss their no refund policy.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/18/2023

  I apologize, as there are only a couple manufacturers that do not take returns, and these are all stated on the product pages for the specific items from those manufacturers when an item cannot be returned. I show that as a courtesy, we did send your RMA & return labels over on 8/16 and the return has been shipped back. As soon as the return is received, we will refund you for the items.

  Customer Answer

  Date: 08/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/19/2022

  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.

  We ordered a Schonbek light fixture, order **** back in September/October 2021. There were some mishap and our order was never put through, so says the company. From my understanding this was the manufacture fault. We were in the middle of renovations, our contractor was wrapping ** in December. Due to the delay of the fixture our contractor from **, by the way, could not install the fixture in our ******* residence. Finally when the fixture arrived in January 2022, we hired an electrician to install the light, it did not work. We returned the fixture. A new one was sent but get this they mixed up the order and the wrong fixture was delivered to us. So of course we returned the incorrect fixture and informed them. Finally the correct fixture was sent and it did not work again. We hired two additional electricians to install. They explained to us that the transformer on the fixture is the issue. In total we spent about $1200 on electrician fees. At this point we are fed up. Such a waste of time and our money. We installed a different Schonbek fixture which works perfectly. Im sick of both ******** and lighting reimagined. We are asking for a refund and they can have their fixture back. They can do as they like with it. We will not pay for return shipping, we wasted enough money. They are saying the electrician is installing the fixture incorrectly. Such BS, 3 licensed electricians are all wrong? If that is the case why is another fixture we installed working perfectly in its place? I dont want to deal with this and Im willing to take this further up if its not resolved.

  

  Business Response

  Date: 08/22/2022

  Customer ordered fixture on 10/2/2021. There was a mix-up on the manufacturer side & the order was not placed on their end. They expedited the fixture as much as they could & it shipped on 1/14/2022. We offered a discount for the inconvenience at this time. The customer received the fixture & emailed on 1/23/2022 that the fixture was not working. I advised to make sure that it is wired correctly, the customer stated they hired 2 electricians & it has nothing to do with wiring. The manufacturer sent out a replacement. At this time there was another mix-up and they accidentally sent the wrong fixture. At this time we offered an additional discount for the inconvenience. The customer received the replacement. Following this, the manufacturer received the original "defective" fixture back & advised that it was in fact wired incorrectly & it had damaged the fixture beyond repair (see attached email from Schonbek). The customer then reached out to us on 5/17/2022 that the new fixture was also not working. I advised the problem with the original fixture & to make sure this was not the problem again (see attached email advising this to customer). Following this, ******** asked for pictures of how the fixture is wired. The customer finally got back with these pictures in August. Please see attached emails from ******** providing what the wiring should look like vs what it does look like. ******** advised that the manufacturer wired the fixture incorrectly & may have damaged the fixture, again. Unfortunately these fixtures are custom-handmade fixtures & due to the incorrect wiring of the original & the replacement, their electrician has damaged both fixtures & the manufacturer is unable to replace/refund for this fixture.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17744504
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************