ComplaintsforNovus-Decor
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Complaint Details
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Initial Complaint
10/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
1. I have paid a total of $6512.40 in October 2023 for several exterior light fixtures that are defective.2. A professional electrician installed a first batch last week. They looked great so I immediately ordered a second batch which has not yet arrived.3. Within approx. 2 days of installing the first batch we noticed that the black metal panels at the front of each fixture was buckling (warping/popping up!)4.I immediately called and emailed NOVUS-DECOR and sent them photos (uploaded here.)5. After a bit of a wait, I received notice of a complicated fix that I should do to get a 30% refund.6. I demanded a full refund, or a replacement, or that they send a professional to handle the repairs. (My electrician would cost much more than the 30% refund and there was no guarantee that the "fix" would work,)7. I also asked that pending shipments be cancelled and refunded. I have received no response yet.8. I have filed a complaint with ***** Fargo (I used my debit car for payment.)9. I have also filed a complaint with the ****** ***** of ******* Consumer Complaint Division.10. Now I ask for help from the BBB to help resolve this issue. NOVUS-DECOR knew that the product has an inherent defect and never disclosed anything up front. They should stand by their warranty and take the products back and issue a full refund.Business response
11/03/2023
Thank you for bringing your concerns to our attention through the BBB. We sincerely apologize for any inconvenience you may have experienced and appreciate the opportunity to address your complaint. We take customer satisfaction seriously, and we are committed to resolving this issue to your satisfaction. We have thoroughly reviewed your complaint and agreed to process the full refund on your purchase. We processed the first refund of $3,152.70 on October 25, 2023 and the remaining $3,359.70 on November 3, 2023. Thank you for your patience and understanding.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.