ComplaintsforLighting New York

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Lighting New York due to deceptive advertising and an unfair return policy. The poor experience with this company has left me out of pocket by a substantial $1282.01.I purchased the "Organic 12 Light 40.00 inch Island Light" by ******** from their website. The product was not as described - it was of low quality, made with cheap plastic parts, and imbalanced. Moreover, the decorative plate did not even fully cover the electrical box, exposing the drywall cutout around the edges. The quality of this product was significantly worse than something you'd find at a discount store like ******** To make matters worse, the packaging was filled with fiberglass, leading to an uncomfortable and potentially hazardous exposure in our home.When I attempted to return the product, Lighting New York informed me that I would have to pay for the return shipping. The cost of this was an exorbitant $464.09. This was not clearly stated on their website, which heavily promotes free returns and a "risk-free guarantee". The true details of the return policy were hidden further down the page and were not mentioned on the product page. The main product page also made no mention that this item did not qualify for free return shipping. In fact, it only promotes their guarantees, no restocking fees, and free returns.I feel that I have been severely misled and deceived by Lighting New York. I am seeking a full refund for both the product and return shipping costs, totalling $1282.01.

  Business response

  06/22/2023

  Good afternoon,

  This issue was completed on 6/15/2023. We have refunded the customer in full for the item on 6/15/2023 We have also mailed a check to the customer on 6/20 in the amount of $469.09. a dispute should not of been opened as we did as the customer asked.. 

  Thank you, 

  Customer response

  07/06/2023

  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. 

  For the record, this complaint was opened after their customer service representative refused to refund me for the shipping, and before the issue was finally resolved by a manager. The manager who handled my case was aware the complaint had already been opened before any steps were taken to rectify the situation. 
  
  Regards,
  
  *****************************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is in regards to order number *******. I purchased a light fixture for a total of $814.55. I asked to return it, and they responded that they do not accept returns of fixtures that have been installed. Their posted policy does not mention this. It only says that the fixture must be uninstalled, which means that it is removed from installation in common parlance and according to the dictionary.

  Business response

  06/07/2023

  Good afternoon,

    The term "Uninstalled" in Lighting New York's policy's means not installed. Once a fixture is installed, we cannot take it back. This would be a liability for our company to return an installed item under remorse. I apologize but we can not return this item under remorse. 

  Customer response

  06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This is not an acceptable or reasonable answer. The word "uninstall" means to remove from installation, and the policy is written in a way that this standard definition makes sense. In addition, their return policy contains a clearly labeled list of conditions that preclude returns, which makes no mention of installation.

  Moreover, as I explained to the merchant, this item was never truly installed. It was connected temporarily to power and held in place. No screws were attached.

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint: Won't honor their return policy. Misleading return policy. I would like to return a light fixture which is in new condition and is exactly how it was when I received it. All original packaging. Can be re-sold as new no problem. They claim I installed my fixture when in reality I mounted it on the wall without fully connecting it. Problem with their return policy: They could easily state in their return policy that any fixture that is installed is inelgible for a return with no exceptions. But they don't say that. Instead they say "items are to be uninstalled, in new condition....." which is easily interpreted as one must uninstall them prior to returning which makes total sense. Also they list out what constitutes NON-RETURNABLE merchandise and do not specifically call out fixtures that were once installed. All in all their return policy language is inaccurate and the way they are using it, it is misleading.

  Business response

  06/01/2023

  Good afternoon,

  I’m sorry to hear that this order didn’t work out for you. I have contacted the manufacturer to request a return authorization for your item(s). I will update you as soon as they process the request (usually 3-5 business days) with instructions on completing your return.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a replacement light cover for an outside light. I was sent the wrong light cover. I contacted them to get the correct light cover. They told me that I had to purchase the other one even though they sent me the wrong one. The light fixture cover also has a chip at the bottom of the cover.

  Business response

  05/23/2023

  Hello,

   Thank you for giving us all this information. We however, already replaced this item for you at no cost. This issue was taken care of on order number *******  -* . We sent the replacement at no cost to you. This was also all emailed over to you on 5/22 with what the next step- update was.  

  Thank you, 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased $24,000 in lighting fixtures from Lighting New York back in Dec for a new build. When our builder tried to hang our island pendant lights this week, they found that the glass was to large and would not sit flush within the lantern. Three different, professionals tried to make it work and they were unable. Our builder, the job foreman and the electrician, all highly experienced in hanging lights were unable to get the glass to fit properly. Between these three men, they have hung hundreds if not thousands of lighting fixtures throughout their lifetime and none of them could get the glass to sit flush. All agreed that it was a manufacturing issue & the glass is flawed in its sizing. When we contacted Lighting New York they told us that the lantern was hand made & that the glass wasn't supposed to sit flush. This is 100% untrue. The light in question is on their website and it is NOT hand made & in all the photos on their site, the glass sits flush within the lantern. It would actually be dangerous if it didn't as this is a hanging light. It's so upsetting that we gave this company $24,000 I'm business and they won't even escalate this to someone within the company that can help us resolve this issue. They wont return calls or emails. All we want is to either exchange these for a product that's not flawed or refund these 3 lights so that we can purchase something else for our kitchen. Neither of these options is unreasonable, especially considering the amount of business we gave this company. Thank you. *************************

  Business response

  05/19/2023

  Good afternoon,

   The vendor is stating that this is the correct design and that all their products are this way If we were to send out the same items, the glass would sit the way yours are currently showing.  Do you have any of the original packaging and are all three already installed? Please advise.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/09/2023, I purchased 3 sconces from www.lightingnewyork.com, model ******* #*********, order #******* for a total price of $924.81. The website indicated that this sconce was dimmable. I also checked the Specification Sheet in the product documentation, and it also said it was dimmable. When I installed in my home, I found it was not dimmable with my ************ *** ******* Dimmer. I asked to return them in exchange for sconces that would work, but LightingNewYork said that I could not return an item that was installed. I believe that I was misled into believing these sconces would work, given the specifications on their website. LightingNewYork has been unwilling to help me resolve this in any way. Now, I have almost $1000 in sconces that I cannot use. I have included the following attachments: * Purchase Receipt * An Email from LighitngNewYork saying that they would not be able to help me since I installed the lights. * An email from ******* saying that my dimmer was not compatible * The specification sheet for the sconce saying that it was dimmable

  Business response

  04/25/2023

  Good afternoon,

   Thank you for your email. This item in question is Dimmable but must be used with the dimmers that ******* states. We can not return these items as they were installed and not defective. They do not work with your dimmer as it is not a dimmer ******* recommends. If you would use one that is on their list of options the lights would work as they should.  This is why we are unable to return these lights as they are not defective and are currently installed. 

  Thanky you, 

  Customer response

  04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. The specification sheet for the product and the LightingNewYork website simply says "dimmable".  

  2. There is no place anywhere on the LightNewYork website or the ******* specification sheet that indicates this product has limited compatibility. As a result, it was not possible for me to understand what dimmer recommendations ******* had to offer prior to purchase.  

  3. I cannot use the dimmer that ******* recommends, as it is not compatible with my ****** home automation system.  

  4. Every other brand of sconce I have in my home works fine.  The dimmer I am using is by ******, a well regarded manufacturer of dimmers. Even the one that ******* recommends after the fact is from ******, it just a version I cannot use. 

  I do not think it is unreasonable for me to request a path forward on this, given there was no way for me to know ahead of time whether I would have a compatibility issue and I had not experienced one with other sconces I had purchased. 

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

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/3/23 tried to place an order for a light on the website and it indicated the order could not be processed. i tried to place the same order again and got the same message. I then called then accessed them via chat to try and place the order. They indicated they could not do it via chat and to contact the call center. Called the call center and asked to place the order. In broken english, they immediately asked for my credit card information and then hung up when i asked if they could look and see if my online order was placed. I placed to order with another company and then noticed that two orders from LNY showed up in my email. I called the call center back and asked about the orders by number and they immediately asked for my credit card information. I declined and they told me not to call back. Accessed LNY by chat immediately (less than 15 minutes) and explained what happened, and they said they would cancel the orders. A few minutes later I received and email indicating it was too late to cancel. They charged my credit card, and said i would have to return the items. Requested return labels but they did not send them. The whole operation appears to be a credit card scam. Order numbers ******* and *******

  Business response

  03/09/2023

  Good afternoon,

   Thank you for bring this to our attention. We have sent prepaid labels to return the products that were sent out in error. As soon as the items are returned a full refund to your credit card will be issued. I do apologize for the inconvenience of the orders being placed after there was an issue online. We however do not have any broken English with our customer care department. I am sorry this was not a good experience for you. We would never have you repeat your card number if we already had the order placed. Both return labels for both orders have been sent to this email on file. 

  Thank you, 

  Customer response

  03/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The orders for the items were never placed according to them, yet they sent me a notice they were sending the items, charging my card and would not cancel the order.  They subsequently delayed in sending return labels.  It took over 15 contacts on my part to get action.  They would not pick up the boxes at my house and would not return the $ unless I did all the work to remedy their attempt at fraud or incompetency.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The product failed within 1 year warranty period. The company refused to refund for the lemon product, and ignored my communication when asked for the refund policy for item under warranty

  Business response

  02/03/2023

  Good afternoon,

   We have a 30 day return policy to return this item for a full refund with any damage or defects. After 30 days it turns into warranty which we have issued a store credit to you in the amount of $923.86 for warranty. You may use this to purchase any other item you would like. We are an authorized dealer for over 100 vendors and the store credit never expires. When warranty falls into play we either will send out a replacement at no cost or issue a store credit for the amount of the fixture that is having issues. 

  Thank you, 

  Customer response

  02/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  the item is defective and is under warranty , the merchant sold a faulty product that is discontinued, and is unwilling to offer a refund, even though it has caused great inconvenience for having to dispose , and install  a new, non faulty product at the cost of the customer 

  by law items under warranty as certified to be functional, in the case of faulty product it should offer an option to refund

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

  Business response

  04/21/2023

  Good afternoon,

   We will refund the store credit as a one time courtesy. Due to the time frame, it will have to be in the form of a check. I would just need to know the name and address you would like the check made out to along with the address to send it to. 

  Thank you, 

  Customer response

  05/16/2023

  Send to ******** ** at *** ****** ** #***, San Francisco CA *****

  Business response

  05/17/2023

  Hello,

   Thank you for this information. We will get the check sent out next week as they are entered on every Tuesday.

   

  Thank you, 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife broke a ******** (Lighting New York) light globe while cleaning it. I tried to find a replacement on their website (www.kitcher.com) but was unable. I did chat with an individual and sent a picture of what I believe was the correct light fixture. I have 3 ******** fixtures in my house and they all have the same globe (glass). The chat assistance said the information was sent to the warehouse and someone would be in contact via email. A few days later I received a quote for 1 globe (glass). I assumed it was the correct size and I decided to order 2 so we would have a backup. I placed the order ($23.62 each x 2 plus shipping $10.00 for total around $57.24) and the product was shipped. When it arrived the globe (glass) was similar but too small for my fixtures. I responded by email and the ******** Service agent will not all a return of the incorrect product. They did provide a quote for the correct item after emailing a picture and I did order 2 of the globes (glass) for my fixtures. I now have wasted around $60.00 and Lighting New York will not allow a return nor refund of the original incorrect product order.

  Business response

  01/27/2023

  Good morning,

   All our documentation shows that the customer asked for glass for ********, which is the glass we sent out. I am not sure where he sent a photo over to the factory as that was not part of his conversation with Lighting New York. He states a few days later he received an email to place the order but that is not true, He reached out via our live chat asking to order glass for item ********. I reached out to the manufacturer to see if they would accept the return and they will not accept the return as it is parts. The order was marked as non returnable at the time of purchase as well. Lighting New York simply sent out the glass that was requested. 

  Thank you, 

• Initial Complaint

  12/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a part time employee of The *********************************** ********** **. I ordered ON LINE three [3} replacement glass shades ONLY for lighting fixture ********** ** inches wide. My original request was a glass 15 inches wide and 4 inches deep. The d description in the ad did not designate "15 inches wide OVERALL" so I saw 15 inches anfd thought it was the glass size I requested return immediately and received an e mail dated July 28 2022 stating "we are working on this as quickly as possible" One e mail I was directed to take photos of all shades AND all packing material and submit. I do have copies of e mails and photos I was told that the correct shades I needed were not available and the wrong size are not returnable. My capability with the computer is VERY VERY limited.I submitted the above complaint to BBB **********, ** They informed me this would come under your area

  Business response

  12/21/2022

  Hello *****,

   

  The width of the fixture ********* is ***** inches. The glass is not the same width. You received the correct glass as ordered. I apologize we cannot return glass. Thank you,

  Customer response

  01/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The description of the fixture shown on the web site noted "15 inches wide"   It did not 
  Regards,
  
  ***************************
  
  stipulate it was the overall fixture or the glass    I am not knowledgeable to add any attachments.  I do have documents from BBB ************** that I could mail to you..
  
  
  
  
  
  
  

  Business response

  02/03/2023

  Good morning,

   If you were unsure of the dimensions needed, this could of been discussed  before the glass was purchased.  We were supplied a model number asking for glass , We placed an order with that glass requested. The correct glass was sent out for what model number was provided. 

   

  Thank you,

  Customer response

  02/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***************************
  
  
  The dimensions in the catalog number selected on line stated 15 inches dimension..  t did not state "overall or glass" dimensions.  Your advertised  description was incomplete.
  
  
  
  
  
  

  Business response

  03/27/2023

  Hello,

  The width of the fixture ********* is ***** inches. The glass is not the same width. You received the correct glass as ordered. The website states the glass dimensions * ***** * *****.  I apologize we cannot return glass.

*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. ↩