ComplaintsforSonneman-A Way of Light
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Complaint Details
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Initial Complaint
12/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In Apr. 2019 I bought a $1900 Sonneman light fixture through Wayfair. Fixture comes with a 5-yr. warranty against defects. In Sept. 2022 part of the fixture became defective. I contacted ******** to make a warranty claim and was told I must do so via the retailer. So I contacted *******, and was told they don't handle manufacturer warranty claims. So I called ********** customer service, relayed what ******* said, and was told no, the policy is that they only handle warranty claims directly when item is purchased from them directly; retailer must initiate and resolve with them. The warranty info page on their website says nothing to this effect. I asked to speak to a supervisor and was connected to a voicemail, where I left a message. No one returned my call. In late November I again tried Sonneman, and again was directed back to Wayfair. I called ******* (who say they have ceased doing business w/******** due to this sort of issue) and was directed back to Sonneman. I called once again, expressed my frustration at being stuck in this loop where no one is accountable, and asked for a supervisor to please help. I was connected to a voicemail, left a message asking for a return call, and again no one has contacted me. I even tried using the **************** as a point of contact and there has been no response. Will Sonneman honor its warranty, and if not, why not?Customer response
12/30/2022
Better Business Bureau:
At this time, I have not been contacted by Sonneman-A Way of Light regarding complaint ID ********.
Sincerely,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.