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:03/30/2024

  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.

  We purchased a Kichler Lighting 44073NI Nine Light Chandelier from The Vara Collection, Brushed Nickel from the Kichler Store through ****** (ORDER # *******************) on March 7, 2024. Unfortunately, we noticed the item was damaged when installing it on March 17, 2024. We started a return with ******. We ordered the same item from the KichlerSuperStore (ORDER #********) on March 17, 2024, hoping that ordering directly from the manufacturer would yield a better result. The item arrived in a damaged box on March 22, 2024. The manufacturer asked for photos and then sent a replacement (Order Number ********) on March 22, 2024. The replacement arrived on March 29, 2024. When unboxing before installing on March 30, 2024, our contractor noticed the replacement chandelier is damaged beyond repair. (We took photos of the box and contents as we unboxed it.) We have been loyal Kichler customers. In addition the the damaged chandeliers, we have recently purchased four other Kichler lights: 1 Kichler Winslow 21.5" Vanity Light 45886NI; 2 Kichler Winslow 30" Vanity Light 45887NI; and 1 Brushed Nickel Chandelier Light Fixtures Ceiling Hanging, 4 Light Orb Geometric Hanging Chandeliers. The other lights arrived without damage, leading us to believe there is a flaw in the packaging for the chandelier. In addition to extreme frustration, we have lost significant time and money paid to the electrician for installation.

  Business Response

  Date: 04/02/2024

  Can you please submit your Proof of purchase and what you paid for the fixture, and I will be happy to reimburse you for the fixture, but we will not cover any electrician cost.  If you can send it directly to me at ******************* that would be the best route.

  Thanks so much 

  Customer Answer

  Date: 04/02/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  
  
  

• Initial Complaint

  Date:08/06/2023

  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.

  Their company Kichler sold defective lights that, through a company, I paid their vendor to install. Kichler sent the lights to replace the defective ones. Beth F****, from Kichler, promised me that once I got a quote for the defective lights to be removed and the the new ones put in Kichler would send me a check for the amount of the quote to compensate me for the work to be done. I sent Kichler the quote I got from *** ******, it totaled $2,154.25. Then ******* ****** from ***** contacted me and said their consonant was going to pay the bill, rather than Kichler to have the defective lights taken out and the new ones put in but only up to $400.00. I want the defective lights taken out and the new ones installed. If they are not willing to hire someone to do this I want a check for $2154.25 and I can hire *** ****** myself to to do it.

  Business Response

  Date: 08/16/2023

  this matter has been resolved to the customer’s satisfaction. 

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have agreed on the principle terms of a resolution and I am waiting on consideration from the merchant. 
  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  Date:05/08/2023

  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 bought a Kichler ceiling fan from a vendor called DecorPrice. Once installed, the fan made so much noise it was unusable. I tried to return the product to the vendor, but was told that I had to contact Kichler instead (see the attached documentation). However, instead of helping me, Kichler insisted that the product was fine. I tried repeatedly over months to get help without success. Often my calls went unanswered and unreturned by Kickler. Finally, after Kichler at last agreed to examine the fan, they arbitrarily decided that I had voided the warranty because I moved the receiver. Yet, their own instruction manual suggests that this is an installation option. Basis on my experience, I believe that Kichler is knowingly engaged in a bad faith business practice of interfering with a customer's right to return a defective product and then delaying resolution until the customer gives up.

  Business Response

  Date: 05/10/2023

  Hello,
  Thank you for contacting Kichler Advanced Product Solutions. We are sorry to hear of the issue you are having with your Kichler Product.
  We would be happy to send a replacement out to address the issue. Please send the full delivery address to our tech support team and we will be sure to have the item sent out right away.
  Please feel free to contact Kichler Advanced Product Solutions toll free at 1-844-Kichler Monday-Friday 8:00am-6:00pm with any additional questions or concerns. Thank you for giving us the opportunity to assist you!
  
  Sincerely,
  Catina C*****
  APS Team Lead, Kichler Customer Care

  Customer Answer

  Date: 05/11/2023

  
  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. 

  Dear Catina,

  
  

  I am responding to your reply to my complaint to the BBB (see the attached). I accept your offer of a replacement. Please ship it to:

  
  

  ***** ********

  *** ******* ****** *** *

  ********* ** *****

  
  

  Thank you,

  *****

  
  

  --
  

  ***** ********

  ***** ********

  
  
  Regards,
  
  ***** ********
  
  

  
  

• Initial Complaint

  Date:04/26/2023

  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 have three Kichler Cameron 52 inch fans that I purchased sometime in 2019. I have several other lighting fixtures in my home that are also Kichler. I am the first owner of these fans and I installed them shortly after moving in. One of my fans started screeching and I called about the lifetime warranty and spoke with Cindy. Cindy was very rude and dismissive and did not offer me a chance to speak with s supervisor until I pushed the issue. The supervisor was also rude and pushed me off to contact Lowe's to see if they have a record of my purchase from over 4 years ago. I want Kichler to provide a warranty motor replacement for my fan. It is unacceptable the way they treated a lifetime customer and I will be not continue to buy their products if they blow me off. II am asking for an exception to be made by Kichler and to honor their warranty. I was not treated well as a customer who has spent thousands on their products.

  Business Response

  Date: 04/27/2023

  Please know that I listened to the call between ***** ****** and the Customer Care Rep in regards to his issue with our Cameron Fan.  The Customer Care Rep asked all the right questions in a professional manner and was actually very helpful with providing Mr.****** with all the steps he needed to take with Lowes.  The Customer Care Rep and the Team Leader both advise Mr.****** that in order to help assist him directly with his warranty issue that we would need a copy of his proof of purchase.  This is all stated in our warranty information which I included the link below.     

   

   

  ******************************************************************************** 

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I have attempted to reach out to Lowe’s without success. The attitude of Xindy as well as the arrogant response of the reply from Kichler is ironically the same. No help was spent trying to resolve my issue by anyone with this company. No one even had the insight to offer assistance to help me purchase this part? This response and the attitude of the prior representatives was not helpful and not a customer service response. Helping a customer should be paramount not blowing them off anne minimizing their concerns. I am very disappointed in this company and will never buy another one of their products. Kindness goes along ways.
  
  Regards,
  
  ***** ******