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Complaint Details
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Initial Complaint
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In an attempt to order a lampshade that has been hard to find via retail, I went to the supplier/manufacturer, Kenroy Home. They told me that it was on backorder but would send it to me when it arrived, and required credit card payment up front, which I provided on Feb. 27, 2023. I checked in with them every few months and initially was told it was backordered, then they stopped responding. Recently, when I went to their website, I see it is now called Lucidity Lights, so I presume Lucidity Lights bought Kenroy Home. I actually would appreciate receiving the lampshade, if it is available. Otherwise, I would like a refund. Thank you for your assistance.Customer response
03/04/2024
I have not heard from the business in response to my complaint.Initial Complaint
05/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a lamp (Internet # *********) through ********** on October 14th, 2022. I reached out to ********** on March 21, 2023 after the lampshade broke to inquire about ordering a replacement. I was not necessarily seeking a free replacement and am willing to pay for a new one if necessary. ********** customer service informed me that I am still within the manufacturer's warranty window but that I would need to contact the manufacturer, Lucidity Lights, directly for assistance and provided me with their customer support email address. I sent an email that same day, March 21st 2022, to the email address provided, *********************************** to explain the situation and see about replacing the broken lampshade. I did not receive any response or acknowledgement of my email so I reached back out to ********** to see if they could assist further or provide additional contact information. They provided me with a phone number and website to contact Lucidity Lights. I have called the phone number listed for customer service on their website and have not received a response and also filled out the customer service form with no response.
Business response
05/04/2023
We only received the request from the customer on *****. We replied to the customer directly (please refer to the correspondence as attached) and dealing with the customer.Customer response
05/10/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
04/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a ceiling light fixture (Catalina ****** from ****** in February 2020. Has a 5 year manufacturer's warranty. Installed by electrician. Fixture failed March 2023. Lucidity Lights is the brand owner/manufacturer. It claims that ********************** were manufactured by Evolution Lighting-a now defunct company. Yet Lucidity redirects traffic from Evolution to its own website and uses Evolution's former contact number. Lucidity still advertises Catalina ********************** on its own website. We contacted ****** (retailed provides refunds up to 90 days from purchase date, but this is a manufacturer's warranty anyway) who provided a contact phone number which turns out to be that of Lucidity. Sent Lucidity copy of 5 year warranty (contained in installation instruction manual packed with the product together with copy of purchase receipt from ******. Lucidity advised that it has no association with Evolution Lighting and therefore disclaims any responsibility for the warranty - despite continuing to advertise the brand, and assuming the contact information/website formerly of Evolution.Business response
05/08/2023
Good Day,
In regards to complaint ID ********, ********************** has been in contact with complaintant and has committed to assist with a refund as requested.
However it is important to note that Lucidity Lights is not affiliated with any previous business dealings of Evolution Lighting. We support this claim as we wish to be a good partner with Lowes and help resolve one of their consumer issues.
Lucidity Lights purchased select assets of Evolution Lighting in 2020 when Evolution went bankrupt. Lucidity did not purchase their liabilities such as inventory,warranties, outstanding payments, etc. Lucidity acquired ****************** (Catalina ********* ****** ********* etc.) & customer service portal system (along with other assets sold through Bankruptcy court). That said, we understand the how this may seem confusing to those that purchaed Evolution product prior to their bankruptcy. Although Lucidity is correct in stating they are not legally liable for Evolution Lighting product nor their manufacture warranty, we are committed to Lowes as their partner and want to ensure any/all their Lowes customers receive excellent customer care. In the spirit of partnership with Lowes, we will assist with your request and support paying you refund for the fixture in question. Thank you!Initial Complaint
03/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a floor lamp from Lucidity Lights through Lowes. I recieved the product in the mail and after assembling it realized it was missing a part. Per the instructions included, i contact Lucidity Light to request the missing part be sent to me. I called the number on the instruction and it went straight to voicemail, nobody ever returned my call. I didnt stop their, i also sent an email to them and it went unanswered. I also went on to their website and filled out the contact us form and that too went unanswered. After that I contacted Lowes customer support to see if they could assist with the issue, Lowes tried to call Lucidity and Lucidity still would not answer the phone. I am very upset with their poor customer service from ********************** and think its unacceptable that they dont provide a way to get a missing part when their own instruction say to contact them for such a matter. If it helps any my order number was ********* and the Item ID is ******* the product name is 71-in Dark Bronze Torchiere with Side-light Floor Lamp.Customer response
03/16/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************
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