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:09/18/2024

  Type:Service or Repair 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 ceiling chandelier on July 2nd that was delivered July 28th. The chandelier box was delivered damaged so I reached out to customer service to start a return, I have not heard from anyone in a month regarding getting a return started. I have made multiple attempts, through email and by calling their phone number to get a return started and have gotten no call backs or replies.

  Business Response

  Date: 09/18/2024

  While we acknowledge there was a delay in getting back in touch with the customer at first.  In the past two weeks we have been in touch with customer multiple times and have responded promptly.  See timeline below of recent interactions

  - Customer was also emailed again yesterday *******

  - Customer was sent a return approved email on 9.12.24 stating they would get return instructions.

  *******

   

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I am not going to pay return shipping and I will absolutely not settle for store credit for a damaged box with product inside. I will attach every time I reached out to this company with zero response as well as pictures as the box I received. I didnt get a response until I reached out to the BBB. I am attaching all screenshots of attempts to contact and of the damaged box I received.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 09/19/2024

  The customer is misstating the facts.  No one said she would receive a store credit.  She was informed she would receive a full refund when the item is returned to ** and inspected to ensure it meets the requirements of our return policy.  In terms of "damaged" box.  Yes there are some minor marks to the box, but the fixture is well protected with inner packing (for this specific reason).  It is our opinion the customer simply does not want the fixture and is looking for an excuse not to pay for the return freight which she is required to do as per our terms and conditions > ****************************************************************************************

   

  *******

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  the owner is now expecting me to to pay for return shipping and a new box because this one is damaged. It is very disappointing that I am expected to pay for the return shipping for a product that I dont know is damaged or not. Especially when I have been treated so poorly by their customer service, they have been nothing but argumentative and combative when their company is the one that dropped the ball on responding for weeks at a time. Its unacceptable. When an item arrives in a beat up box it should be returned not knowing if the light itself does work or not, I should not have to pay to return it and I am not going to. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************