Complaints

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a lamp online and had it delivered to the Kingston store. When I received my receipt, I noticed that the item number was different from what I ordered. I was told that was an internal number but assured it was the same item. When I went to pick up the item, it was not what I ordered (I ordered a telescoping floor lamp and they sent a swing arm lamp). The salesperson opened the box with the lampshade but never opened the lamp itself as it was clear that it was not the right lamp. She further assured me there would be no restocking fee as it was their error and I didnt take it home. After chasing customer service repeatedly, I received a partial refund, less a restocking fee. Subsequent communications via phone and email have been ignored entirely. I drove to the store twice and the salesperson assured me she would send an email inquiry in each case. Still nothing. I made one final email appeal two days ago. I have all my emails on file including the one with a partial refund, telling me that my purchase was subject to a restocking fee. I can provide those if needed. The utter disregard and lack of response is unacceptable. I am a long time customer of this business. My order number was ******.

  Customer response

  12/23/2023

  I have not heard from the business in response to my complaint.

  Business response

  12/24/2023

   

  On 9/13/23 Customer ordered a House of **** model #********, Bronze Telescoping Floor Lamp, and the factory shipped a model #TH701-OB as ordered.  On 9/24/23 Customer came in to pick up the floor lamp and was disapointed in the color of the lamp shade that comes with the fixture.  Customer stated the color of the lamp shade, as observed on their PC monitor,  differed from the actual color of the shade that comes with the floor lamp.  Sales person noted the Customer's comments when they cancelled the order and Customer stated the same in their EMail to our **************** department.  We believe the discussion of the lamp shade color may have lead to some confusion regarding the floor lamp style in the box.  However, it was verified bth in the store and by our ****************** that the correct fixture was shipped by the company and in the box.  Had the factory shipped the wrong fixture, and this was the only issue, we would have gladly re-ordered the floor lamp.  The main issue, and one that cannot be corrected by reording the lamp, is Customer was not pleased with the color of the lamp shade that comes with this fixture.  Light n Leisure provides a 30 return for store credit, with no restock fee.  This order was cancelled due to Customer preference and since they requested a refund, the factory restock fee was passed onto the Customer as a result.  Thank you.

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